Experian Consumer Services

Thank you for informing us of your recent experience with FreeCreditScore.comTM. FreeCreditScore.comTM prides itself on providing an excellent customer experience, and vigilantly strives to provide the highest standards of customer care and satisfaction.  Our...

records indicate that you enrolled with FreeCreditScore.comTM on February 8, 2015, and followed by a request to cancel the membership on February 10, 2015.At this time we would like to express our regret that your experience with FreeCreditScore.comTM 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 free credit score here, you will begin your 7-day trial membership in FreeCreditScore.com. If you don't cancel your membership within the 7-day trial period*, you will be billed $12.99 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.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 February 5, 2015, and followed by a request to cancel the membership on February 24, 2015.
Customer satisfaction is...

our priority, as a courtesy we have issued a refund of $21.95 on February 25, 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 CreditReport.comTM.
Our records indicate that you enrolled with CreditReport.comTM on October 28, 2014, andfollowed by a request to cancel the membership on November 9, 2014. 
Customer satisfaction is our...

priority, as a courtesy wehave issued a refund of $24.95 on November 11, 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 CreditReport.comTM 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:
When you order your $1 Credit Reports and FREE Scores here, you will begin your 7-day trial membership in CreditReport.com. If you don't cancel your membership within the 7-day trial period*, you will be billed $24.95 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 show that you ordered an Experian Credit TrackerSM membership on January 9, 2016, followed by a cancellation request on September 21, 2016.  Since the membership was not...

cancelled in accordance with the published terms of our offer, the card provided was charged our monthly membership fee on January 17, 2016, February 17, 2016, March 17, 2016, April 17, 2016,  June 13, 2016,  July 11, 2016, August 15, 2016, and twice on September 19, 2016.  Customer satisfaction is our priority, as a courtesy we have issued a refund of $49.98 on September 22, 2016.  Please allow 3 - 5 business days for these funds to process to your credit card account.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 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 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 Experian CreditWorksSM.  Our records indicate that you ordered a one dollar credit report along with a trial membership on January 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 February 28, 2017, March 4, 2017, and April 4, 2017.  A welcome email notification was sent to the email address you provided at the time of enrollment.  On April 13, 2017, the membership was canceled and the issuer of the credit card accepted fees on your behalf in the amount of $23.84. We are therefore unable to refund the monies directly to you, as your credit card issuer has received the refund for you. Please contact your credit card issuer for more details regarding this matter.On May 1, 2017, you contacted us and refunds were issued in the amount of $47.68 ($43.90 plus $3.78 tax).Our records also indicate that an additional membership was started on January 26, 2017, utilizing the same card.    The membership was not cancelled; consequently, the credit card provided was charged our monthly membership fees on February 28, 2017 and March 4, 2017.  On March 30, 2017, the membership was canceled and the card issuer accepted the membership fees, an amount totaling $47.68.  We are therefore unable to refund the monies, as the card issuer accepted them.  Please contact the card issuer for further details.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.  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 page: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 $1.89 sales tax for a total of $23.84/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 1, 2015, and followed by a request to cancel the membership on April 12, 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 $43.90 on May 24, 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 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.

Thanks. The issue is resolved 
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 September 29, 2014, and followed by a request to cancel the membership on March 19, 2015. ...

Customer satisfaction is our priority, as a courtesy we have issued a refund of $89.70 on March 31, 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 $14.95.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]

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 December 3, 2015 and followed by a request to cancel the membership on December 15, 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 plus $1.37 sales tax for a total of $23.32 on December 21, 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 informing us of your recent experience with Experian Credit TrackerSM. We understand how upsetting a potential credit card fraud situation can be.
[redacted] Inc. (“[redacted]”) 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 $1 (dollar) Experian(R) credit report and score, along with a trial membership in Experian Credit TrackerSM, was ordered on October 13, 2014, utilizing a [redacted] card with the last four digits 8435. Since the 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 20, 2014.
Additionally, our records show that you contacted [redacted] on June 24, 2015, and stated that you are the holder of the [redacted] card, did not open the account in question and believed that the order was fraudulently placed with us by a third party utilizing your [redacted] card. In response, [redacted] cancelled the membership. As a courtesy, a refund of $44.97 was issued to your [redacted] card on July 2, 2015.
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(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.
Please be advised that the price disclosed on the date of subscription was $14.99.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $89.94 on September 24, 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.
Unfortunately, we cannot delete your information from our customer database because we are legally obliged to retain records documenting that the credit reports we request from the credit bureaus were pulled with permissible purpose under the Fair Credit Reporting Act. Of course, as we realize the sensitive nature of this information, we maintain this data with great care for security and respect for our customer's privacy.
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.
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 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 August 7, 2014, and followed by a request to cancel the membership on October 17, 2014.  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 $19.95 to the credit card on file.
Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $40.90 on October 22, 2014, providing a full refund in the amount of $60.85.  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 $19.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. 
I 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.  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 September 22, 2014 and followed by a request to cancel the membership on October 6, 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 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 September 23, 2014, and followed by a request to cancel the membership on September 23, 2014. A Welcome email...

notification was sent to the email address you provided at the time of enrollment.
IMPORTANT INFORMATION
When you order your $1 Credit Report and FREE Score here, you will begin your 7-day trial membership in Freecreditreport.com(R). 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.
Additionally, the product that you ordered was a 3Bureau credit report and score. This product is not included in the trial offer and is always advertised as for fee. The price for this product and the accompanying scores that you ordered were listed in two places on the order form. We do not normally refund these purchases as they are delivered instantly online at the time of order. As a courtesy, we have issued a full refund of the purchase price, an amount totaling $32.95. 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.

Thank you for contacting us regarding the account opened at [redacted] does offer a free 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 free 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 you and [redacted] enrolled with [redacted] on December 16, 2008 and December 22, 2008, respectively. The memberships were not cancelled within the free 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 $19.99 on December 25, 2008 and December 31, 2008 and and on or about the 25th or 31 of each subsequent month, respectively. We wish to emphasize that for the duration of the membership we provided a number of benefits available to you and [redacted] at any time through our website, including, but not limited to, unlimited access to your credit report, as well as credit monitoring alerts which were updated daily. On April 14, 2015, we received notification from you to cancel the memberships.  As a courtesy, we have issued a refund of the monthly membership fees, $199.90 for each of the accounts, a total of $399.80, 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.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 1, 2017, and followed by a request to cancel the membership on January 13, 2017.  A welcome email...

notification was sent to the email address you provided at the time of enrollment.  Per your request, your paid benefits ceased, effective January 17, 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.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $24.99 on January 17, 2017.  Please allow 3 - 5 business days for these funds to process to your credit card account. 
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 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 customer agrees to these terms when submitting their order.
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 [redacted] membership with Experian Credit TrackerSM.
Our records indicate that a complimentary Experian(R) credit report and score, along with a trial membership in Experian Credit TrackerSM., was ordered on November 29, 2014, utilizing an...

[redacted] 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 December 6, 2014 and on or about the 6th of each month thereafter. A welcome email notification was sent to the email address you provided at the time of enrollment. We received notification from [redacted] to cancel the membership on May 12, 2016.
Thank you for notifying us regarding the cancellation of the Experian Credit TrackerSM credit monitoring membership, we have researched [redacted] account and there is no record of a request of cancellation prior to being charged the membership fee.
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.
Please be advised that the price disclosed when you subscribed was $19.95.
However, as a courtesy and based upon your request, we have cancelled your membership and issued a refund of $239.40 on May 16, 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.
We wish to emphasize that for the duration of the membership we provided a number of benefits available to [redacted] at any time through our website, including, but not limited to, unlimited access to [redacted] credit report, as well as credit monitoring alerts which were updated daily.
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, [redacted](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.

Thank you for the opportunity to respond to your concerns regarding your membership with Experian Credit TrackerSM.Our records indicate that you enrolled with Experian Credit TrackerSM on January 29, 2015. A welcome email notification was sent to the email address you provided at the time of your...

enrollment.  On July 27, 2016, the benefits of the membership were upgraded and the monthly price increased from $21.95 to $24.99.  Notifications were sent regarding this change. On April 4, 2018, you contacted us and the membership was canceled.We apologize for any inconvenience our hold times caused you.  We appreciate the time you took to send us your comments and will consider this feedback as we continue to improve.  We hope the above information is helpful to you in considering this matter.