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 January 15, 2015, and followed by a request to cancel the membership on May 6, 2015.  Customer satisfaction is...

our priority, as a courtesy we have issued a refund of $87.80 on May 6, 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 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 [redacted]. Our records indicate that you enrolled with [redacted] on July 18, 2014, and on March 29, 2015, your membership with [redacted] was upgraded to Experian Credit...

TrackerSM. Our records also indicate that we received a request to cancel the membership on August 4, 2015. At time of cancellation, a one month courtesy refund was processed in the amount of $17.99. Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $197.89 on August 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. 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 ordered a credit report along with a membership in Experian Credit TrackerSM. The membership was not cancelled; consequently, in accordance with the published...

terms of our offer, the credit card provided was charged our monthly membership fee on November 28, 2015 and on or around the 28th of each subsequent month.  We received notification from you to cancel the membership on March 28, 2016.Our website describes the offer and the order form details the terms and conditions of the offer, including the introductory price of $4.95 for the first month and continued billing of $19.95 for each month thereafter unless and until the customer notifies us of their wish to cancel. The customer agrees to these terms when submitting their order.At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure on our product landing page:* Introductory price of $4.95 for your first month of access, then just $19.95 each additional month. Cancel anytime if not satisfied. The following disclosure is also displayed on the order form, in close proximity to where your credit card information is entered:PAYMENT INFORMATION  When you order your Credit Report and FICO Score here, you will begin your membership in Experian Credit TrackerSM. Your credit card will be charged an introductory rate of $4.95 for the first month of your membership. After the first month, you will be charged $19.95 for each month you continue your membership. If you are not satisfied, you can cancel by contacting us at any time to discontinue the membership and stop the monthly billing; however, you will not be eligible for a pro-rated refund of your current month’s paid membership fee.Customer satisfaction is our priority, as a courtesy we have issued a refund of $79.80 on March 30, 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 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 January 23, 2015, and followed by a request to cancel the membership on January 31, 2015.  Customer satisfaction is...

our priority, as a courtesy we have issued a refund of $17.99 on February 3, 2015.  Please allow 3 - 5 business days for these funds to process to your credit card account.  It is also important to note that this refund should appear on your next credit card statement. At this time we would like to express our regret that your experience with Freecreditreport.com(R) may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  Our website displays the following disclosure at sign up: IMPORTANT INFORMATION: When you order your $1 Credit Report and FREE Score here, you will begin your 7-day trial membership in freecreditreport.com. If you don't cancel your membership within the 7-day trial period**, you will be billed $17.99 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. We appreciate the time you took to send us your comments and suggestions.  We value the input from our customers, and assure you we will give serious consideration to the issues you presented to us.  It is through information provided by customers such as you that we are able to improve our products and memberships. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for informing us of your recent experience with Experian Credit TrackerSM. Experian Credit TrackerSM prides itself on providing an excellent customer experience, and vigilantly strives to provide the highest standards of customer care and satisfaction.
Let us assure you, the statements...

made to you by our representative are not in accordance with our policies. We will be addressing these allegations directly with the representative, and will take the appropriate steps to prevent a reoccurrence of events.
The product that you ordered was an Experian(R) credit report and score for $19.95. This product is not included in the trial offer and is always advertised as for fee. The price for this product and the accompanying score that you ordered was 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 $19.95 to the [redacted] ending in [redacted] on July 22, 2016. Please allow 3 - 5 business days for these funds to process to your credit card account.
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 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 April 2, 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 April 11, 2017 and on or around the 11th of each subsequent month. A welcome email notification was sent to the email address you provided at the time of enrollment. Per your request, your paid benefits have ceased, effective June 13, 2017. 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 discontinue. The consumer agrees to these terms when submitting their order. We have, as a courtesy, issued an additional refund totaling $43.90 on June 19, 2017.  Please allow 3 - 5 business days for these funds to process to the credit card account. At this time we would like to express our regret that your experience with Experian CreditWorksSM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure on our product landing page: IMPORTANT INFORMATION When you order your $1 Credit report and FICO(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. 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 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 trial and monthly thereafter unless and until the customer notifies us of their wish to cancel. This was agreed to when submitting the orders.
Our records indicate that [redacted] and [redacted] enrolled with Experian Credit TrackerSM on March 26, 2015. The memberships were not cancelled within their trial periods. Consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fees of $19.95 on April 25, 2015, for [redacted]’s account, and $21.95 on April 2, 2015, for [redacted]’s account.
On April 29, 2015, we received notification from [redacted] to cancel the memberships. At the time of cancellation, a one month courtesy refund was issued in the amount $19.95 for [redacted]’s membership.
At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence. We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure at sign up:
IMPORTANT INFORMATION:
When you order your $1 Credit Report & FICO(R) Score, you will begin your 7 day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7 day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
As a courtesy, we have issued a refund of the monthly membership fees of $21.95 on May 2, 2015 for [redacted]’s membership. 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 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.  We apologize for any misunderstanding or inconvenience.On October 17, 2016, your financial institution accepted fees on your behalf in the amount of $21.95.  This is the only monthly membership fee that was billed for your membership.  We are therefore unable to issue an additional refund.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.

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.However, this practice of automatically charging you for service consumers are not aware of is a bigger part of the problem.  In their response they claim they notified me of the enrollment into their credit monitoring subscription.  Below is an unedited cut and past of the e-mail that was sent when I supposedly "signed" up for a service costing $21.95 per month.  I ordered my credit score, "VantageScore" is a name that didn't mean anything to me and it does not tell me that I just signed up for a monthly $21.95 subscription.  I appreciate the refund, but how do we stop this from happening to customers who pay $1.00 for their credit score and unwittingly sign up for this subscription?  I think it would be interesting to know how many hundreds/thousands (maybe?) of one or two month subscriptions they have then get cancelled when customers realize what happened.  I was fortunate to get a refund.  The letter they send me before I complained to Revdex.com, cl[redacted]y indicated I would not get a refund because I was outside of the 7 day period, so I was stuck with a $21.95 bill for a month of service I did not want.  Not even a prorated refund was offered which was what I asked for from Esperian. Many thanks for your assistance.  I'm sorry if it seems like I'm stuck on this but, it's really disconcerting to realize consumers may need protection from credit bureau's business practice.  Is there a way to protect others from this problem?  Below is the e-mail they sent to me, notifying me that I signed up for a subscription.  Does that communicate a monthly $21.95 subscription  to you?Best Regards,[redacted]--------------- Dear [redacted], Thank you for ordering your Experian VantageScore(SM) from Experian. In addition to providing you with your Experian VantageScore(SM), Experian also provides a complete line of credit monitoring, reports and scores. To view all our credit solutions, simply go to www.Experian.com! For any questions or comments, please email us at [email protected] or call us at 1-866-369-0417, Monday-Friday from 6 a.m. to 6 p.m., Saturday-Sunday 8 a.m. to 5 p.m. Pacific Time. Thank you for your business, Customer Care

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. Thank you for issuing the credit so quickly.   
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.
Even I recovered my claimed money, The Experian need redesign their web site as below,
Same size cancellation condition clause with offering message and same shape and color with offering message. Not use light gray small font letter.
Please keep protecting normal people as like me.
Regards,
[redacted]

Thank you for the opportunity to clarify the $39.95 charged at the time of your enrollment.Our records indicate that on July 14, 2015 you ordered a $1(dollar) Experian(R) Credit Report and FICO(R) Score from Experian.com which enrolls you into the 7-day trial of our...

monitoring product.  Also in reviewing your customer file it appears you purchased and viewed your 3 bureau credit report at time of enrollment.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.Our records further indicate that we have issued a credit for $39.95 on July 14, 2015. When we issue a credit it takes 24 hours to post to your financial institution, however it can take from 3 - 5 days for them to post the funds to your account. It is also important to note that this refund should appear on your next credit card statement.In the future we recommend visiting 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 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 Freecreditreport.com(R).
Our records indicate that you enrolled with Freecreditreport.com(R) on August 23, 2014, and followed by a request to cancel the membership on September 18, 2014.  
Customer...

satisfaction is our priority, as a courtesy we have issued a refund of $17.99 on September 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 Freecreditreport.com(R) may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  The below disclosure is displayed on the main page:
 
*IMPORTANT INFORMATION
When you order your $1 Credit Report and FREE Score here, you will begin your 7-day trial membership in freecreditreport.com. If you don't cancel your membership within the 7-day trial period**, you will be billed $17.99 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. Click here to access your free annual credit report available under federal law.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for your response.  In order for us to better assist you, we are in need of additional information.  Please provide us with the following:A. Your preferred telephone number for us to contact you atB. Your preferred time for us to callYou may send this information to us via fax at: (972) 390–4973 ATTN: Consumer Relations Group (Complaint ID: [redacted])Or, you can mail to: PO Box 2390Allen, TX 75013Additionally, you may submit this information via email at [email protected].  Your concerns are very important to us and we look forward to hearing from you.

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 4, 2014, and followed by a request to cancel the membership on October 16, 2014. 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 on October 17, 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 $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.

We apologize for any confusion, our records show one charge for $39.95 and one charge for $21.95. Both charges have been refunded.

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 8, 2015, and followed by a request to cancel the membership on March 24, 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 1, 2015.  Please allow 3 - 5 business days for these funds to process to your credit card account.  It is also important to note that this refund should appear on your next credit card statement.At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  Our website displays the following disclosure at sign up:IMPORTANT INFORMATION:When you order your $1 Credit Report & FICO® Score, you will begin your 7-day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7-day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on January 31, 2015, and followed by a request to cancel the membership on June 14, 2015. Email notifications were sent...

to the email address you provided at the time of enrollment.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $109.75 on June 17, 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 wish to emphasize that for the duration of the membership we provided a number of benefits available to you 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.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.