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 September 24, 2014, and followed by a request to cancel the membership on October 7, 2014. 
Customer...

satisfaction is our priority, as a courtesy we have issued a refund of $14.95 on October 8, 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 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.  The below disclosure is displayed on the main page:
IMPORTANT INFORMATION:
When you order your $1 Credit Report & FREE 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 $14.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
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 ###-###-####.  For reports requested under the auspices of FACTA, please go to www.annualcreditreport.com.
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 CreditWorksSM Plus.   Our records indicate that you ordered a one-dollar credit report along with a trial membership on September 22, 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 October 3, 2017 and on/about the 3rd of each month following. A welcome email notification was sent to the email address you provided at the time of enrollment. Per your request, your paid benefits ended on March 19, 2018.   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 $95.60 on March 19, 2018.  Please allow 3 - 5 business days for these funds to process to the credit card account.   We apologize for any inconvenience our hold times caused you.  We appreciate the time you took to send us your comments and will take this feedback into consideration as we continue to improve.

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.  There' a problem.... The credit on file no longer is used.
Regards,
[redacted]

Thank you for writing and expressing your concern regarding Experian CreditWorksSM.  Our records indicate that you ordered a one dollar credit report along with a trial membership on May 10, 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 May 18, 2016, and on or about the 18th of each following month.  A welcome email notification was sent to the email address you provided at the time of enrollment.  You contacted us on August 9, 2016, and per your request, your paid benefits ended.  On January 3, 2017, all membership benefits were canceled.Our records indicate that an additional dollar credit report along with a trial membership was ordered on May 10, 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 May 18, 2016, and on or about the 18th of each following month.  A welcome email notification was sent to the email address provided at the time of enrollment.  In response to this complaint, the paid benefits of this membership will end, effective January 18, 2017.  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 $87.80 on December 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 product landing page:IMPORTANT INFORMATIONWhen you order your $1 Credit report and FICO(R) 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.Regarding your concerns with the bankruptcy listed on your report, this is handled by a different Experian(R) office.  We have forwarded your correspondence to the following division for review and response.Experian®P.O. Box 9701Allen, TX 75013Toll Free Telephone Number: 888-397-3742We 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 CreditWorksTM.
Our records indicate that you ordered a one dollar credit report along with trial membership. 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 December 21, 2015. We received notification from you to cancel the membership on May 9, 2016. A Welcome email notification was sent to the email address you provided at the time of enrollment. At the time of cancellation, a one month courtesy refund was issued for $21.95.
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 cancel. The consumer agrees to these terms when submitting their order.
We have, as a courtesy, issued an additional refund of the remaining monthly fees. Please Allow 3 - 5 business days for these funds, an amount totaling $65.85, to process to the credit card account. (It is also important to note that this refund should appear on your next credit card statement.)
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 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.This is [redacted] 
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 September 16, 2015 and followed by a request to cancel the membership on September 21, 2015.  Our free report offer...

is valid for first time customers only. Returning customers are presented with a "Welcome back” screen that informs them that if they continue with the order process, they will immediately become paid members to the website. 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 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 Plus. Our records indicate that you enrolled with Experian CreditWorksSM Plus on September 26, 2017, and followed by a request to cancel the membership on October 3, 2017, within the...

trial period.  At the time of cancellation, a courtesy refund was issued for $1.00. We apologize for any inconvenience our hold times caused you.  We appreciate the time you took to send us your comments and will take this feedback into consideration as we continue to improve.   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 with Experian Credit TrackerSM .
Our records indicate that you ordered a credit report along with a membership in Experian Credit TrackerSM on May 16, 2016. We received notification from you to cancel the...

membership on May 26, 2016. A Welcome email notification was sent to the email address you provided at the time of enrollment.
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.
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, 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 on May 26, 2016. 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.
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 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.

We appreciate your feedback and have noted your concerns. After conducting an additional review, our decision remains the same; as a courtesy we have provided a 12-month refund in the amount of $299.40.

Thank you for contacting us regarding the account opened at Experian Credit Tracker?.   Experian Credit Tracker? does offer a $1.00 (dollar) 7-day trial membership in a monthly credit monitoring product.  Our website describes the offer in detail and the Order Form.  Details, along...

with the terms and conditions of the offer, including billing at the end of the $1 trial and monthly thereafter, unless and until the customer notifies us of their wish to cancel.  This was agreed to when submitting the order.  Our records indicate that [redacted] enrolled with Experian Credit Tracker? on December 22, 2014. The membership were not cancelled within the $1.00 (dollar) 7-day trial period.  Consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee of $14.95 on December 31, 2014, for the account. Also, our records indicate that [redacted] enrolled in a free membership with ProtecetMyID on January 14, 2014, with expiration after one year. On January 29, 2015, we received notification from [redacted] to cancel the memberships.  As a courtesy, we have issued a refund of the monthly membership fees of $14.95.  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. In addition, 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 $32.95 (in Experian Credit Tracker?), ($31.95 in ProtectMyID®) 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 an additional credit for Experian Credit Tracker? $32.95 and $31.95 for ProtectMyID®  on January 30, 2015, making your total refund $79.85. 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 bringing your concerns to our attention regarding the accounts opened at December 5, 2014. Our records indicate that on December 5, 2014, you signed up for credit monitoring on two of our websites: Freecreditreport.com(R) and CreditReport.comTM. We do not have any record of you...

requesting cancellation prior to being charged for the memberships. Therefore, in accordance with the published terms of our offer, the credit card provided was charged the monthly membership fee of $17.95 for Freecreditreport.com(R) on December 12, 2014 and $24.95 for CreditReport.comTM on December 14, 2014.Our records also show you contacted us on February 12, 2015 and both memberships were cancelled. At the time of cancellation, a one month courtesy refund was issued of $17.99 and $24.95 to the credit card on file. Based upon your request, and as a courtesy, we have issued additional refunds of the monthly membership fees of $35.98 for Freecreditreport.com(R) and $24.95 for CreditReport.comTM on February 14, 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 apologize for any inconvenience or misunderstanding because of our offers and 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 March 29, 2015, and followed by a request to cancel the membership on April 11, 2015.  A welcome...

email notification was sent to the email address you provided at the time of enrollment.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 customers’ core account information (and any and all records of customer complaints pertaining to such account) for six (6) years.  Of course, as we realize the sensitive nature of this information, we maintain this data with great care for security and respect for the customer's privacy.Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95 on April 18, 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. Click Here to get 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.

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.
The website seems to provide different information every time I try to login. Last time it was giving me the fax number as a number to call and not the number provided in the response. (I had a friend try the same and she was also given a fax number to call and not the number provided in the response to my complaint! This time it's taking me to a new login screen. Still no way to cancel membership online. I am still wishing to cancel the membership and will be calling the newly provided number again.
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 TrackerSMon January 2, 2015, and followed by a request to cancel the membership on January 12, 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 January 15, 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. 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 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 January 29, 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 February 7, 2016.  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 August 6, 2016.  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.  On July 13, 2016, a refund was issued to you in the amount of $21.95.  We have, as a courtesy, issued an additional refund totaling $109.75 on July 15, 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.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 Credit TrackerSM. We understand how upsetting a potential credit card fraud situation can be.
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, not banking transactions. Please contact your credit card issuer for more details regarding transactions.
Our records indicate that a complimentary Experian(R) credit report and score, along with a trial membership in Freecreditreport.com(R), on October 6, 2014, utilizing a [redacted] and on May 10, 2015, the membership with FreeCreditReport.com(R) was upgraded to Experian Credit TrackerSM. 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 October 13, 2014 and on or around the 13th of each subsequent month.
Additionally, our records show that you contacted CIC on July 16, 2016, 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](R). In response, CIC cancelled the membership and locked the account.
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 $215.88, plus sales tax of $13.44, for a total of $229.32 on July 19, 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 March 27, 2015, and followed by a request to cancel the membership on April 7, 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 April 7, 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.
Thank you for the opportunity to clarify the $49.95 charged at the time of your enrollment.
Also in reviewing your customer file it appears you purchased and viewed your 3 bureau credit report on March 7, 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 $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
We have issued an additional credit for $49.95 on April 7, 2015, making your total refund $71.90. 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 CreditWorksSM Premium.  Our records indicate that you ordered a 30-day trial membership on July 1, 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 August 2, 2017, and on or around the 2nd of each subsequent month. A welcome email notification was sent to the email address you provided at the time of enrollment. Furthermore, we have cancelled the membership effective December 5, 2017. At the time of cancellation, a one month courtesy refund was issued for $21.71. 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 $86.84 on December 7, 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 Premium 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 A credit card is required to start your free 30-day trial membership† in Experian IdentityWorksSM Premium. You may cancel your trial membership at any time within 30 days without charge. If you decide not to cancel, your membership will continue and you will be billed $19.99 for each month that you continue your membership. You may easily cancel your trial membership online anytime within the trial period without charge. Please note that your membership fee also included tax of $1.72 monthly. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.