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 November 3, 2014. A welcome email notification was sent to the email address you provided at the time of enrollment....


We apologize for any inconvenience or misunderstanding, as a courtesy we have issued a refund of $1.00 on November 5, 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.  Our website displays the following disclosure at sign up:
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.
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.%3

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 18, 2015, and followed by a request to cancel the membership on May 27, 2015.
Customer satisfaction is our...

priority, as a courtesy we have issued a refund of $22.95 plus $1.37 sales tax for a total of $24.32 on May 28,2015. 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.
[redacted], Inc., via its website Experian Credit TrackerSM, is an affiliate of Experian(R) that provides credit monitoring and internet access to the customer’s personal credit reports. We assist the customer in accessing their credit report online and answer questions regarding our products.
We apologize for any inconvenience or misunderstanding; however, we are not Experian(R) the credit bureau.
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 August 25, 2015, and followed by a request to cancel the membership on September 7, 2015.
Our records further...

indicate that your Discover Card has recovered the fees for you, an amount totaling $26.95 as of September 8, 2015.We are therefore unable to refund the monies, as you have already received them back. 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.
Please be advised that the price disclosed when you subscribed was $24.95.
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 contacting us
regarding the accounts opened at Experian
Credit TrackerSM.Experian
Credit TrackerSM does offer a $1.00 7-day trial membership in a monthly credit monitoring product. Our
website fully describes the offer and the order form details the terms and
conditions, including...

billing at the end of the $1.00 trial and monthly thereafter unless and until the customer
notifies us of their wish to cancel. 
This was agreed to when submitting the order.  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.Our records indicate that you and Billy enrolled with Experian Credit TrackerSM on December 4, 2015. The memberships were
not cancelled within the $1.00 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 $21.95 plus $1.37 sales tax for a total of $23.32 on December 12, 2015 for each of your accounts. On December 14, 2015, we received
notification from you to cancel the
memberships.  As a courtesy, on December 15, 2015, we have issued a
refund of the monthly membership fees of $21.95 plus $1.37 sales tax for a total of $23.32 per account.  The total of all refunds including tax is
$46.64.  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 October 27, 2014, and followed by a request to cancel the membership on January 06, 2015.  Customer satisfaction...

is our priority, as a courtesy we have issued a refund of $44.85 on January 8, 2015. 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.  Our website displays the following disclosure at sign up: 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 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 ProtectMyID.com(R).
In your complaint you stated that the number provided on the website did not allow you to speak to a representative. We have tested the number in question (1-877-371-7902), and have addressed this...

concern. We can confirm that it was a technical issue that has been resolved. We are sorry for any inconvenience this may have caused.
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.  Experian CreditWorksSM 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 in a free Experian CreditWorksSM membership on June 25, 2016.As a courtesy, we have adjusted your free benefits to include a refresh of your Experian(R) Report and FICO(R) 8 Score every 30 days.We apologize for any misunderstanding or inconvenience.  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 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 contacting us regarding the accounts opened at Experian Credit TrackerSM.
Experian Credit TrackerSM does offer a $1.00 dollar 7-day trial membership in a monthly credit monitoring product. Our website fully describes the offer and the order form details the terms and conditions,...

including billing at the end of the $1.00 dollar trial and monthly thereafter unless and until the customer notifies us of their wish to cancel. This was agreed to when submitting the order.
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.
Our records indicate that you and [redacted] enrolled with Experian Credit TrackerSM on September 5, 2015 and August 1, 2015. The membership under [redacted] was 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.
On September 5, 2015, we received email notification from you to cancel your membership
Additionally, our records show that you contacted Experian Credit TrackerSM on October 23, 2015, and stated that you are the holder of the [redacted] Card. In response, Experian Credit TrackerSM cancelled [redacted]’s membership, issued a refund $21.95 plus $1.95 sales tax for a total of $23.90 to your [redacted] Card. An additional refund for, totaling $23.90, was issued in response to your email request, on October 26, 2015.
As a courtesy, on October 27, 2015, we have issued a refund of the remaining monthly membership fee of $21.95 plus $1.95 sales tax for a total of $23.90 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.
Our product, which is intended and designed only for individual consumers to check their own credit reports, not to obtain credit reports about or on behalf of other people.
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 [redacted].
Our records indicate that you enrolled with [redacted] on January 15, 2014. We do not have any record of a request of cancellation prior to being charged for the membership fee.
On April...

19, 2015 your membership with [redacted] was upgraded to Experian Credit TrackerSM.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $359.40 on July 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 on our product landing page:
IMPORTANT INFORMATION
When you order your $1 Credit Report and FICO® Scores here, 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 $24.95 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 $29.95.
With regard to your request for reimbursement of the bank fee and consequential/perceived loss, we must respectfully decline your request for additional reimbursement.
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 August 13, 2014, and followed by a request to cancel the membership on December 19, 2014. At the time of cancellation,...

a one month courtesy refund was issued for $14.95 plus $0.54 sales tax totaling $15.49 to the credit card on file. Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $14.95 plus $0.54 sales tax for a total of $15.49 on December 20, 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.  Our website displays the following disclosure at sign up: PAYMENT INFORMATION When you order your credit report and score here, you will begin your membership in Experian Credit TrackerSM. Your credit card will be charged an introductory rate of $4.95 plus $0.18 sales tax for a total of $5.13 for the first month of your membership. After the first month, you will be charged $14.95 plus $0.54 sales tax for a total of $15.49 for each month that 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 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. 
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM.  Our records indicate that you enrolled with Experian CreditWorksSM on March 29, 2017 for an introductory rate of $4.99.  The membership was not cancelled within the introductory...

period.  Consequently, in accordance with the published terms of our offer, the card provided was charged our monthly membership fee of $24.99 on May 1, 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 May 29, 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. 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: *Introductory price of $4.99 for your first month of access, then just $24.99 each additional month. Cancel anytime if not satisfied. We apologize for any misunderstanding or inconvenience.  We have, as a courtesy, issued a refund totaling $24.99 on May 15, 2017.  Please allow 3 - 5 business days for these funds to process to the 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 CreditCheck(R) Total.
Our records indicate that you enrolled with CreditCheck(R) Total on May 10, 2016, and followed by a request to cancel the membership on May 23, 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 $29.95 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 CreditCheck(R) Total 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 3-Bureau Credit Report & FICO® Scores, you will begin your 7-day trial membership in CreditCheck® Total. If you don't cancel your membership within the 7-day trial period**, you will be billed $29.95 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 CreditCheck® Total. You may cancel your trial membership at any time within 9 days without charge. If you decide not to cancel, your membership will continue and you will be billed for just $29.95/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.

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 5, 2014, and followed by a request to cancel the membership on January 5, 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 $19.95. 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. Our website displays the following disclosure at sign up:
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.
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 CreditTrackerSM. Our records indicate that you ordered a one dollar credit report along with a trial membership on August 20, 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 August 28, 2016 and following on or about the 28th of each month.  A welcome email notification was sent to the email address you provided at the time of enrollment.  Per your phone request, your paid benefits ceased, effective December 8, 2016.  You will continue to have access to your Experian(R) credit report once every 30 days, at no charge to you.  As a courtesy we issued a refund of $21.95 on December 8, 2016 during cancellation.  Customer satisfaction is our priority, we have issued an additional refund in the amount of $66.85 in response to this complaint.  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 CreditTrackerSM 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 any time 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 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.
Our records indicate that a complimentary Experian(R) credit report and score, along with a trial membership in Experian Credit TrackerSM, was ordered on August 5, 2015, utilizing a MasterCard with the last four digits 1055. 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 August 13, 2015.
Additionally, our records show that you contacted CIC on January 19, 2016, and stated that you are the holder of the MasterCard, did not open the account in question and believed that the order was fraudulently placed with us by a third party utilizing your MasterCard. In response, CIC cancelled the membership and issued a refund of $21.95 to your MasterCard.

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 $110.75 on January 22, 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 appreciate the time you took to send us feedback regarding our website. 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.

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 your help. They have indeed given me my credit!

Thank you for your feedback and the opportunity to respond to your concerns.Our records indicate that you contacted us via telephone on October 10, 2016 and ended your paid benefits.  As a courtesy, we have issued a one-month refund of $12.95 on October 18, 2016.  Please allow 3-5 business...

days for the funds to process to your account.In addition to our customer care phone line, we also  have a support email address you may use for assistance in the future ([email protected]).  We apologize for any inconvenience or misunderstanding.  Your comments have been forwarded to our leadership team for consideration.  Please do not hesitate to contact us if we can be of further assistance regarding this matter.

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM.
Our records indicate that a membership was created with Experian CreditWorksSM on March 21, 2016, and followed by a request to cancel the membership on July 22, 2016.
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.
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 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 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.
The $39.95 charge you referenced was for a 3-bureau credit report and scores. This product is not included in the trial offer and is always advertised as for a fee. The price for this product and the accompanying scores that were ordered are 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.
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.
It is important to note that our website is intended and designed only for individual consumers to check their own credit reports, not to obtain credit reports about or on behalf of other people.
As a courtesy we have issued a refund of $87.80 to the card on file for the membership fees, and $39.95 for the 3-bureau credit report, for a total of $127.75 on July 22, 2016. 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.