Experian Consumer Services

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on May 3, 2016, and followed by a request to cancel the membership on May 15, 2016. A Welcome email notification was sent...

to the email address you provided at the time of enrollment.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95 on May 18, 2016. Please allow 3 - 5 business days for these funds to process to your credit card account. It is also important to note that this refund should appear on your next credit card statement.
At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence. We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure on our product landing page:
Important information:
When you order your $1 Credit Report & FICO® Score, you will begin your 7-day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7-day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge
The following disclosure is also displayed on the order form, in close proximity to where your credit card information is entered:
PAYMENT INFORMATION
When you order your $1 Credit Report and FICO Score here, you will begin your 7-day trial membership in Experian Credit TrackerSM. You may cancel your trial membership at any time within 7 days without charge. If you decide not to cancel, your membership will continue and you will be billed for just $21.95/month for each month that you continue your membership. You may cancel your membership and stop the monthly billing by contacting us at any time; however you will not be eligible for a pro-rated refund of your current month's paid membership fee.
We apologize for any misunderstanding or inconvenience. As a consumer you are indeed entitled to receive a free individual credit report from the credit reporting companies under the Fair Credit Reporting Act, dependent on certain requirements, or under the FACTA laws. To submit a request under the FCRA via Experian, please call 1-888-397-3742. For reports requested under the auspices of FACTA, please go to www.annualcreditreport.com.
However, ConsumerInfo.com(R) is not a credit bureau, and our online credit reports are premium products requiring the applicable fee listed on each respective order form.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Revdex.com:
I am a software engineer and very adept at technology.  Free credit report should not be automatically enrolling users into services without explicit permission.  I spent a great deal of time trying to see what my status was without any clue from the site that I might be charged.  I consider these practices predatory in nature.  While I accept the resolution, I should not have to resort to this as a customer.  And point in fact this experience has turned me off of free credit for all future needs.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM.Our records indicate that you ordered a one dollar credit report along with a trial membership on June 24, 2016.  The membership was not cancelled; consequently, in accordance with the...

published terms of our offer, the credit card provided was charged our monthly membership fee on July 3, 2016.  A Welcome email notification was sent to the email address you provided at the time of enrollment. On July 13, 2016, you contacted us and your paid benefits were set to end on August 2, 2016.  In response to this complaint, we have canceled all benefits, effective July 14, 2016.Our website describes the offer and the order form details the terms and conditions of the offer, including billing at the end of the trial and monthly thereafter unless and until the customer notifies us of their wish to discontinue. The consumer agrees to these terms when submitting their order.  We have, as a courtesy, issued a refund totaling $21.95 on July 14, 2016.  Please Allow 3 - 5 business days for these funds to process to the credit card account.At this time we would like to express our regret that your experience with Experian CreditWorksSM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure on our product landing page:IMPORTANT INFORMATION When you order your $1 Credit report and FICO® Score 8, you will begin your 7-day trial membership in Experian CreditWorksSM. If you don't cancel your membership within the 7-day trial period*, you will be billed $21.95 for each month that you continue your membership. You may easily cancel your trial membership online anytime within the trial period without charge.Unfortunately, we are not able to delete your entire online account and profile at this time.  We are legally obligated to retain records of requests for credit reports from the credit reporting agencies, to verify permissible purpose under the Fair Credit Reporting Act. In addition, pursuant to federal regulatory requirements, we must retain a customer’s core account information (including any-and-all records of customer complaints pertaining to such account) for six (6) years.  Of course, we realize the sensitive nature of this information, and maintain this data with great care for security and respect for your privacy.We can/did, upon your request, deactivate/cancel your account, contact information, billing information, and financial information from our active database.Thank you for your understanding in this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.No, I did NOT opt in to receive emails.  Due to having this same issue with you in the past I made sure to uncheck the box that asked if I would like to receive emails.  And to top it off, this should have been handled through your customer service after my first complaint to you and not have had to go through the Revdex.com to get you to comply with my request.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM.
Our records indicate that you ordered a one dollar credit report along with a trial membership on May 26,2017. The membership was not cancelled; consequently, in accordance with the...

published terms of our offer, the credit card provided was charged our monthly membership fee on June 3, 2017. A welcome email notification was sent to the email address you provided at the time of enrollment. Per your request, your paid benefits will cease, effective June 21, 2017. You will continue to have access to your Experian(R) credit report and FICO(R) Score once every 30 days, at no charge to you.
Our website describes the offer and the order form details the terms and conditions of the offer, including billing at the end of the trial and monthly thereafter unless and until the customer notifies us of their wish to discontinue. The consumer agrees to these terms when submitting their order.

We have, as a courtesy, issued a refund totaling $21.95 on June 21, 2017. Please allow 3 - 5 business days for these funds to process to the credit card account.
At this time we would like to express our regret that your experience with Experian CreditWorksSM may not have met your expectation or our standard of excellence. We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure on our product landing page:
IMPORTANT INFORMATION
When you order your $1 Credit report and FICO® Score 8, you will begin your 7-day trial membership in Experian CreditWorksSM. If you don’t cancel your membership within the 7-day trial period*, you will be billed $21.95 for each month that you continue your membership. You may easily cancel your trial membership online anytime within the trial period without charge.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My business was with www.annualcreditreport.com and not with Experian.  That was the website that I accessed and received all 3 credit reports for free and paid $1 for my FICO score, which I received.  I never requested anything from Experian.  I have NEVER received any credit reports other than the free ones from Experian, TransUnion and Equifax on January 20.  I have received nothing further from TransUnion and Equifax.  I NEVER provided an email address to Experian so I never received ANYTHING about an account. One the same day that I was charged $1 for the FICO score I was charged $36.95 by Experian.  There was no 7 day waiting period because I had NO idea that I even had an Experian account.  Then, I was charged another $21.95 eight days after I supposedly signed up for a credit report from Experian, which I did not.  I never provided ANY information to Experian, just www.annualcreditreport.com.  This is the practice I have done for years as recommended by my bank.  I have NEVER had an issue before now.  I found out through customer service that the fee of $21.95 increased to almost $25 because I suddenly got "enhanced" service.  I received nothing from Experian even about this.  This charge was credited to my account and the account supposedly stopped.  Prior to this time there was no attempt by Experian to contact me in any way and I initiated that contact.
[redacted]
[redacted]

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on March 27, 2016, and followed by a request to cancel the membership on April 9, 2016.
Customer satisfaction is our...

priority, as a courtesy we have issued a refund of $24.95 on April 11, 2016. Please allow 3 - 5 business days for these funds to process to your credit card account. It is also important to note that this refund should appear on your next credit card statement.
At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence. We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure on the order form, in close proximity to where your credit card information is entered:
PAYMENT INFORMATION
When you order your credit report and FICO Score here, you will begin your membership in Experian Credit TrackerSM. Your credit card will be charged $24.95 for each month you continue your membership. If you are not satisfied, you can cancel by contacting us at any time to discontinue the membership and stop the monthly billing; however, you will not be eligible for a pro-rated refund of your current month’s paid membership fee.
We apologize for any misunderstanding or inconvenience. As a consumer you are indeed entitled to receive a free individual credit report from the credit reporting companies under the Fair Credit Reporting Act, dependent on certain requirements, or under the FACTA laws. To submit a request under the FCRA via Experian, please call 1-888-397-3742. For reports requested under the auspices of FACTA, please go to www.annualcreditreport.com.
However, ConsumerInfo.com is not a credit bureau, and our online credit reports are premium products requiring the applicable fee listed on each respective order form.
We appreciate the time you took to send us your comments and suggestions. We value the input from our customers, and assure you we will give serious consideration to the issues you presented to us. It is through information provided by customers such as you that we are able to improve our products and memberships.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for the opportunity to clarify the $39.95 charged at the time of your enrollment.
Our records indicate that on June 30, 2015 you ordered a free Experian(R) credit report from Experian Credit TrackerSM which enrolls you into the 7-day trial of our monitoring product. Also in reviewing...

your customer file it appears you purchased and viewed your 3 bureau credit report on June 30, 2015.
At enrollment, you entered your personal information and credit card number. After enrollment the following disclosure is displayed on the 3 bureau credit report order page:
PAYMENT INFORMATION: When you click the “Get All 3 Scores & All 3 Reports” button, your credit card on file will be charged $39.95 once your identity has been confirmed and your report is ready to view. If, for any reason, we are unable to provide you with this report, we will not charge your credit card. Please note this transaction is nonrefundable.
We have issued a credit for $39.95 on July 6, 2015. When we issue a credit it takes 24 hours to post to your financial institution, however it can take from 3 - 5 days for them to post the funds to your account. It is also important to note that this refund should appear on your next credit card statement.
In the future we recommend visiting [redacted] which allows consumers to request a free credit report, once every 12 months from each of the three nationwide consumer credit reporting companies.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank
you for writing and expressing your concern regarding your membership with Experian
Credit TrackerSM.Our records indicate that you enrolled with Experian
Credit TrackerSM on November 25, 2015, and followed by a request to cancel the
membership on December 3, 2015.  A Welcome email...

notification was
sent to the email address you provided at the time of enrollment.Customer satisfaction is our priority, as a courtesy we
have issued a refund of $21.95 on December 3, 2015.  Please allow 3 - 5 business days for these
funds to process to your credit card account. 
It is also important to note that this refund should appear on your next
credit card statement.At this time we would like to express our regret that your
experience with Experian Credit TrackerSMmay not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer
informed regarding the ordering process. 
Our website displays the following disclosure on our product landing
page:Important
information: When you order your $1 Credit Report & FICO® Score, you will begin your 7-day trial
membership in Experian Credit TrackerSM. If you don't cancel your membership
within the 7-day trial period*, you will be billed $21.95 for each month that
you continue your membership. You may cancel your trial membership anytime
within the trial period without charge.In the future we recommend visiting www.annualcreditreport.com which
allows consumers to request a free credit report, once every 12 months from
each of the three nationwide consumer credit reporting companies.We strive for exceptional customer satisfaction and hope we
have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on February 7, 2015, and followed by a request to cancel the membership on February 16, 2015. A welcome email...

notification was sent to the email address you provided at the time of enrollment.
At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence. We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure at sign up:
IMPORTANT INFORMATION:
When you order your $1 Credit Report & FICO(R) Score, you will begin your 7 day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7 day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
Also in reviewing your customer file it appears you purchased and viewed your 3 bureau credit report on February 16, 2015. The following disclosure is displayed on the 3 bureau credit report order page:
PAYMENT INFORMATION: When you click the “Get All 3 Scores & All 3 Reports” button, your credit card on file will be charged $49.95 once your identity has been confirmed and your report is ready to view. If, for any reason, we are unable to provide you with this report, we will not charge your credit card. Please note this transaction is nonrefundable.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95 plus $1.76 sales tax for a total of $23.71 on February 25, 2015 for the membership fees. We have issued an additional credit for $53.95 ($49.95 + $4.00 tax) on February 25, 2015 for the 3 bureau credit report, making your total refund $77.66. When we issue a credit it takes 24 hours to post to your financial institution, however it can take from 3 - 5 days for them to post the funds to your account. It is also important to note that this refund should appear on your next credit card statement.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM. Our records indicate that you enrolled with Experian Credit TrackerSM on September 10, 2015, and followed by a request to cancel the membership on September 22, 2015.  A welcome email...

notification was sent to the email address you provided at the time of enrollment. Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95 on September 23, 2015.  Please allow 3 - 5 business days for these funds to process to your credit card account.  It is also important to note that this refund should appear on your next credit card statement. At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  Our website displays the following disclosure on our product landing page: IMPORTANT INFORMATION: When you order your $1 Credit Report & FICO® Score, you will begin your 7-day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7-day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. We appreciate the time you took to send us your comments and suggestions.  We value the input from our customers, and assure you we will give serious consideration to the issues you presented to us.  It is through information provided by customers such as you that we are able to improve our products and memberships. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on January 28, 2016 and followed by a request to cancel the membership on April 7, 2016. At the time of cancellation,...

a one month courtesy refund was issued for $21.95.
Customer satisfaction is our priority, our representative attempted contacted you on April 12, 2016, and sent you an email, of an offer to enroll into a credit monitoring membership, free for one year, on April 13, 2016.
As a courtesy we have issued a refund of $43.90 on April 13, 2016. Please allow 3 - 5 business days for these funds to process to your credit card account. It is also important to note that this refund should appear on your next credit card statement.
At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence.
We appreciate the time you took to send us your comments and suggestions. We value the input from our customers, and assure you we will give serious consideration to the issues you presented to us. It is through information provided by customers such as you that we are able to improve our products and memberships.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.Our records indicate that you enrolled with Experian Credit TrackerSM on October 7, 2015, and followed by a request to cancel the membership on October 18, 2015. A welcome email notification...

was sent to the email address you provided at the time of enrollment  Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95 on October 19, 2015.  Please allow 3 - 5 business days for these funds to process to your credit card account.  It is also important to note that this refund should appear on your next credit card statement.At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure on our product landing page:Important information:When you order your $1 Credit Report & FICO® Score, you will begin your 7 day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7 day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with [redacted](R).Our records indicate that you enrolled with [redacted](R) on February 26, 2015, and followed by a request to cancel the membership on March 6, 2015. ...

Customer satisfaction is our priority, as a courtesy we have issued a refund of $19.99 plus $1.77 sales tax for a total of $21.76 on March 11, 2015.  Please allow 3-5 business days for these funds to process to your credit card account.  It is also important to note that this refund should appear on your next credit card statement.At this time we would like to express our regret that your experience with [redacted](R) may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  Our website displays the following disclosure at sign up:IMPORTANT INFORMATION: When you order your $1 Credit Report and FREE Score here, you will begin your 7-day trial membership in [redacted]. If you don't cancel your membership within the 7-day trial period**, you will be billed $19.99 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. Click here to access your free annual credit report available under federal law.We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with [redacted].Our records indicate that you enrolled with [redacted] on July 16, 2015, and followed by a request to cancel the membership on April 7, 2015. Email notifications were sent to the...

email address you provided at the time of enrollment.Please be advised that on March 29, 2015, you membership was upgraded to Experian Credit TrackerSM. At the time of cancellation, a one month courtesy refund was issued for $14.99 to the credit card on file. Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $119.92 on April 23, 2015. Please allow 3 - 5 business days for these funds to process to your credit card account.  It is also important to note that this refund should appear on your next credit card statement.At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  Our website displays the following disclosure at sign up:IMPORTANT INFORMATION: When you order your $1 Credit Report & FICO® Score, you will begin your 7-day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7-day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. Please be advised that the price disclosed when you subscribed was $14.99.We apologize for any misunderstanding or inconvenience.  As a consumer you are indeed entitled to receive a free individual credit report from the credit reporting companies under the Fair Credit Reporting Act, dependent on certain requirements, or under the FACTA laws.  To submit a request under the FCRA via Experian(R), please call ###-###-####.  For reports requested under the auspices of FACTA, please go to [redacted].We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for informing us of your recent experience with [redacted] Total.  We understand how upsetting a potential credit card fraud situation can be.[redacted] is an affiliated company of Experian(R), the credit reporting agency, and in...

that capacity provides consumers with credit monitoring services and internet access to their personal credit reports.Our records indicate that a $1(dollar) 3-Bureau Credit Report and FICO(R) Scores, along with a 7-day trial membership in [redacted] Total, was ordered on May 27, 2015, utilizing a [redacted] with the last four digits 0053.  Since the complimentary trial membership was not cancelled in accordance with the published terms of our offer, the card provided was charged our monthly membership fee on June 5, 2015.Additionally, our records show that you contacted [redacted] on June 26, 2015, and stated that you are the holder of the [redacted], did not open the account in question and believed that the order was fraudulently placed with us by a third party utilizing your [redacted].  In response to your concerns, [redacted] cancelled the membership.Since you believe that the order was fraudulently placed with us by a third party, we encourage you to file a police report and to watch your accounts carefully in the event of other fraudulent use.Customer satisfaction is our priority, as a courtesy we have issued a refund of $30.95 on June 30, 2015.  Please allow 3 - 5 business days for these funds to process to your credit card account.  It is also important to note that this refund should appear on your next credit card statement.We hope the above information is helpful to you in considering this matter.

After completing additional research, we have located one membership using your credit card information.  On that Experian Credit TrackerSM membership, you were billed a total in membership fees of $206.67 and tax of $7.53 for a total of $214.20.  This is the amount we refunded earlier today, October 17, 2016. If you have additional credit cards that have been billed, you may submit the full credit card number by mail to: Consumer Relations Group ATTN: [redacted] PO Box 2390 Allen, TX  75013           You may also fax the credit card number to 1-855-829-9851   CRG ATTN: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.But, there business practice seems to be common practice and diseptive.  It's very evident with the 1,000's of complaints online as well with Revdex.com. I have forwarded this compliant to my congressman [redacted] district of [redacted]. In hopes that some legislature will come of this. People come to experian to confirm their credit and in most cases to repair their credit. Money can be tight especially for someone who is out of work. Or as in my case a retired disabled military vet.  Yes, Im satisfied with the refund but bitterr at how this company does business.
Regards,
[redacted]