Experian Consumer Services

Thank you for expressing your concerns regarding Experian CreditWorksSM.
We have reviewed and considered the information you have supplied through the Revdex.com and directly to Experian. In your complaint, you indicate that you were not able to obtain your credit report online from Experian. ...


Please understand that not every consumer is guaranteed online access to their credit report; that is why we also offer the option of writing in or calling in to request your credit report.
For additional assistance, you may call the toll free telephone number, 888-397-3742, to obtain a report directly from Experian, or write to Experian at P.O. Box 9701, Allen, TX 75013. For more information regarding your credit and frequently asked questions, you may visit: http://www.experian.com/blogs/ask-experian.
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.
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.

Thank you for writing and expressing your concern regarding your membership with FreeCreditReport.com(R). Our records indicate that you enrolled with FreeCreditReport.com(R) on October 22, 2014 and followed by a request to cancel the membership on November 30, 2014.  Customer satisfaction is...

our priority, as a courtesy we have issued a refund of $17.99 on November 30, 2014.  Please allow 7-10 business days for these funds to process to your credit card account.  It is also important to note that this refund may not be reflected on your credit card statement for 1-2 billing cycles. At this time we would like to express our regret that your experience with FreeCreditReport.com(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 freecreditreport.com. If you don't cancel your membership within the 7-day trial period**, you will be billed $14.99 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 $17.99.” It is unfortunate that you had such an adverse experience while dealing with FreeCreditReport.com(R),  FreeCreditReport.com(R) vigilantly strives to provide the highest standards of customer care and satisfaction. 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 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 Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on February 14, 2015 and followed by a request to cancel the membership on March 10, 2015. A welcome email notification...

was sent to the email address you provided at the time of enrollment.
We apologize for any inconvenience or misunderstanding. Our records indicate that your bank has recovered the fees for you, an amount of $21.95 plus $1.95 sales tax for a total of $23.90, as of March 10, 2015. We are therefore unable to refund the monies, as you have already received them back.
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.
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 informing us of your recent experience with Experian CreditWorksSM.  ConsumerInfo.com(R), Inc. (“CIC”) is an affiliated company of Experian(R), the credit reporting agency, and in that capacity provides consumers with credit monitoring and internet access to their personal credit...

reports. Our records indicate that a complimentary Experian(R) credit report and score, along with a trial membership in Experian CreditWorksSM, was ordered on November 4, 2016, utilizing a Master Card with the last four digits [redacted].  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 November 13, 2016 and on or around the 16th of each subsequent month. Additionally, our records show that you contacted CIC on December 15, 2016, and the paid benefits were set to cancel. Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95 on December 13, 2016 and a refund of $21.95 on December 21, 2016.  Please allow 3 - 5 business days for these funds to process to your credit card account.  We hope the above information is helpful to you in considering this matter.

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 April 8, 2014, and followed by a request to cancel the membership on June 2, 2015. At the time of cancellation, a one...

month courtesy refund was issued for $19.95 to the credit card on file. Email notifications were sent to the email address you provided at the time of enrollment.
Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $292.30 on June 5, 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 $19.95.
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 CreditWorksSM.  Our records indicate that you ordered a one dollar credit report along with a trial membership on October 23, 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 November 1, 2016, and on or about the 1st of each following month. 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 February 1, 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. On January 3, 2017, a refund was issued in the amount of $23.90 ($21.95 plus $1.95 tax).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 an additional refund totaling $47.80 ($43.90 plus $3.90 tax) on January 6, 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 order form, in close proximity to where payment information is entered:PAYMENT INFORMATIONWhen you order your $1 Credit Report and FICO(R) Score here, you will begin your 7-day trial membership in Experian CreditWorksSM. 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, plus $1.95 sales tax for a total of $23.90/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 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 December 8, 2015, and followed by a request to cancel the membership on January 20, 2016.  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 bringing your concerns to our attention regarding the accounts opened on October 15, 2013 and October 17, 2013. Our records indicate that on October 15, 2013 and October 17, 2013, you signed up for credit monitoring on two of our websites: CreditReport.comTM and...

Freecreditreport.com(R). We also show that on February 10, 2014 you contacted us to cancel your Freecreditreport.com(R) membership. Our records also indicate that you agreed to maintain your CreditReport.comTM membership in response to our retention efforts, in this case a 50% discount for 60 months. Therefore, in accordance with the published terms of our offer, the credit card provided was charged the monthly membership fee of $12.47 on January 26, 2014 and on or about the 26th of each subsequent month.CreditReport.comTM offers a $1 7-day trial membership to our credit monitoring product.  The terms and conditions for this offer are posted prominently in several places on the website including on our order forms. We apologize for any inconvenience or misunderstanding. Our records also indicate that your bank has recovered the fees for you, an amount totaling $24.94, as of January 15, 2015. To ensure your satisfaction, we have issued a refund of the monthly membership fees of $124.70 on January 28, 2015 to the credit card on file for CreditReport.comTM. 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 strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

We are sorry to read of your dissatisfaction with our response. In an effort to outline our position on the matter, we can advise the following:
The PLUS Score model was developed by our sister company Experian, a leading national credit-reporting agency.  There are several credit score models used in the marketplace, and lenders may use whichever model they prefer.  Although the PLUS Score is not a score used by lenders, the advantage of the PLUS Score is that it provides consumers with understandable information about their credit score, no matter which scoring model their lender uses. It can help consumers understand what factors may raise or lower a credit score. 
For more information regarding credit scores and the PLUS score, please visit the Experian website at www.experian.com/credit-education/credit-score-faqs.html.
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.  Our website describes the offer in detail 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 cancel.  The consumer agrees to these terms when submitting their order.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $140.60 on October 16, 2014.  Please allow 7-10 business days for these funds to process to your credit card account.  It is also important to note that this refund may not be reflected on your credit card statement for 1-2 billing cycles.
We hope the above information is helpful to you in considering 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. The business has already executed the refund and I now consider this complaint resolved.
Regards,
[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 May 9, 2015, and followed by a request to cancel the membership on May 28, 2015. Email notifications were 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 plus $1.95 sales tax for a total of $23.90 on June 10, 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.
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 ordered a credit report along with a membership in Experian Credit TrackerSM. 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 February 4, 2016. We received notification from you to cancel the membership on July 5, 2016. At the time of cancellation, a one month courtesy refund was issued for $19.95.
Our website describes the offer and the order form details the terms and conditions of the offer, including the introductory price of $4.95 for the first month and continued billing of $19.95 for each month thereafter unless and until the customer notifies us of their wish to cancel. The customer agrees to these terms when submitting their order.
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:
*Introductory price of $4.95 for your first month of access, then just $19.95 each additional month. Cancel anytime if not satisfied.
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 Credit Report and FICO Score here, you will begin your membership in Experian Credit TrackerSM. Your credit card will be charged an introductory rate of $4.95 for the first month of your membership. After the first month, you will be charged $19.95 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.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $79.80 on July 22, 2016, for total of all refunds equaling $99.75. Please allow 3 - 5 business days for these funds to process to your credit card account.
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 16, 2015, and followed by a request to cancel the membership on September 28, 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 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.
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.
Credit score calculated based on FICO Score 8 model. Your lender or insurer may use a different FICO Score than FICO Score 8, or another type of credit score altogether. Learn More.
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 expressing your concerns regarding Experian(R).
After doing a detailed search with the information you provided, we were unable to locate an account in our system that belongs to you. In order to better assist us in locating an account, we are in need of additional information. We...

would appreciate if you can provide us with the following:
  a. Full credit card number being billed.
  b. Bank statement indicating card being billed of transactions.
Please fax any supporting documents to:  (972) 390–4973.
ATTN:
Consumer Relations Group (Complaint ID:Revdex.com 10302308) 
Or, you can mail to:
Consumer Relations Group  
PO Box 2390
Allen, TX 75013 
Our customers are very important to us and we look forward to hearing from you with the information requested above.
Please note there are several websites that offer similar products, and in many cases, customers often discover, after reviewing their billing statement, or the web site where they enrolled, that the product is actually offered by a different company.
Thank you for your understanding and cooperation.

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 July 10, 2015, and followed by a request to cancel the membership on October 30, 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 $65.85 on October 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.
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.

Our records show that you contacted CIC on April 15, 2015, and stated that you are the holder of the [redacted] Card, did not open the account in question. In response, CIC cancelled and locked the membership. All charges made to the [redacted] card have been either recovered by chargeback or direct refund from CIC.

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.  We have been already reimbursed by the business and they have cancelled enrollment finally. I consider this complaint resolved at last and appreciate that finally someone took care of things properly, though I am upset it took going to such lengths. 
Regards,
[redacted]

Thank you for the opportunity to clarify the $42.45 charged at the time of your enrollment.
Our records indicate that on March 6, 2016 you ordered an 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 March 6, 2016.
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
Note: Your credit card will be charged $39.95 plus $2.50 sales tax for a total of $42.45 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 non-refundable.
We have issued a credit for $39.95, plus sales tax of $2.50, for a total of $ 42.45 on March 9, 2016, at the time of your call. When we issue a credit it can take from 3 - 5 business 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 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

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.
Regards,
[redacted]