Experian Consumer Services

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.
[Esperian not only charged me 3-30-15...but then again 4-8-14...so actually have receieved NOTHING...I want a YEAR FREE with no payments due...their electronic system for paments leaves much to be disired when it comes from a CREDIT BUREAU]
Regards,
[redacted]

Thank you for writing and expressing your concern regarding our website, FreeCreditReport.com(R).
Our records indicate that you requested a copy of your credit report with FreeCreditReport.com(R) on March 18, 2016.
On the same date, our records show that a FICO(R) Score was also ordered. This...

order is not included in the free report offer and begins a $1 (dollar) 7-day trial in Experian CreditWorksTM. Our website describes the offer in detail and the order form details the terms and conditions of the offer, including billing at the end of the $1 (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, and was followed by a request to cancel the membership on April 11, 2016.
At the time of cancellation, a one month courtesy refund was issued for $21.95. 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.
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 Experian CreditWorksSM.
Our records indicate that you ordered a credit report along with a membership in Experian CreditWorksSM .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 24, 2017. Also in reviewing your customer file it appears you purchased your 3 bureau credit report on that date. We received notification from you to cancel the membership on April 24, 2017 and a one month courtesy refund was issued for $19.95.
Our website describes the offer and the order form details the terms and conditions of the offer, including the introductory price of $4.95 for the first month and continued billing of $19.95 for each month thereafter unless and until the customer notifies us of their wish to cancel. The customer agrees to these terms when submitting their order.
At this time we would like to express our regret that your experience with Experian 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.
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.
The following disclosure is also displayed on the order form, in close proximity to where your credit card information is entered:
When you order your 3-Bureau Credit Report and FICO® Scores here, you will begin your membership in Experian CreditWorksSM. Your credit card will be charged an introductory rate of $4.99, plus $.31 sales tax for a total of $5.30, for the first month of your membership. After the first month, you will be charged $24.99, plus $1.56 sales tax for a total of $26.55, 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.
Please note that the price disclosed during your enrollment was $19.95.
We have issued an additional credit for $44.90 on April 28, 2017. When we issue a credit it can take from 3 - 5 business days for them to post the funds to your 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 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is a generic response to canceling the automatically-signed-up-for $19.99 credit tracking program when in fact I was on the site to get my $1 credit report.  My issue is not the credit tracking service, but rather the automatic sign up process that is deceptive and they need to change their practices.  Tell them to keep their $1.
 
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 28, 2015, and followed by a request to cancel the membership on January 27, 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 $19.95 on January 27, 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: * Introductory price of $4.95 for your first month of access, then just $19.95 each additional month. Cancel anytime if not satisfied. 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 Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on December 14, 2015 and followed by a request to cancel the membership on February 15, 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 $19.95 on March 18, 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.
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 FreeCreditReport.com(R) on October 4, 2007, and on March 29, 2015 the membership with FreeCreditReport.com(R) was upgraded to Experian Credit...

TrackerSM.  This was followed by a request to cancel the membership on September 2, 2016.  Our website describes each of our offers and each respective order form details the terms and conditions of the order, including prices and billing. The consumer agrees to these terms when submitting his/her order.Customer satisfaction is our priority, as a courtesy we have issued a refund of $24.99 on September 19, 2016.  Please allow 3 - 5 business days for these funds to process to your credit card account. Unfortunately, we are not able to delete your account or profile records at this time.  We are legally obligated to retain records of requests for credit reports from the credit reporting agencies, in order to comply with applicable law. We understand the sensitive nature of this information, and maintain this data in a secure manner and respect your privacy in accordance with our privacy policy.It is unfortunate that you had such an adverse experience while dealing with Experian Credit TrackerSM.  We vigilantly strive to provide the highest standards of customer care and satisfaction.  We do understand and acknowledge your frustration.  We trust that this explanation has gone some way to clarify 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 December 29, 2014, and followed by a request to cancel your membership on January 6, 2015.Customer...

satisfaction is our priority, as a couresy we have issued a refund of $21.95 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 reflect 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 & 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.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 March 31, 2015, and followed by a request to cancel the membership on May 4, 2015.  Email notifications were sent...

to the email address you provided at the time of enrollment.Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95 on May 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.I would suggest that you add "non refundable"  in your statement regarding the fact that customers will be billed $21.95 for each month that you continue your membership. This fact is not clear.  You may want to reword it that so it reads: you will be billed a non refundable charge of $21.95 for each month that you continue your membership after the 7day trial membership.
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with ProtectMyID(R).
Our records indicate that you enrolled with ProtectMyID(R) on December 19, 2015, and followed by a request to cancel the membership on January 07, 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 $19.95 on January 8, 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 ProtectMyID(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 on our product landing page:
IMPORTANT INFORMATION:
When you enroll in identity theft protection, you will begin your trial membership in ProtectMyID. If you don't cancel your membership within the 7-day trial period*, you will be billed for $15.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
Please be advised that the price disclosed when you subscribed was $19.95
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on August 4, 2014, and followed by a request to cancel the membership on October 5, 2014. At the time of cancellation,...

a one month courtesy refund was issued for $14.95 to the credit card on file.
Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $19.90 on October 10, 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:
When you order your credit report and score here, you will begin your membership in Experian Credit Tracker. 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 $14.95 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 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am receiving ALL mail through the [redacted].  Experian needs to stop trying to push the blame to someone else.  Experian gave away all my confidential information and is NOT fixing the issue.  The issue here is that Experian is not sending out the Welcome Kit and Credit Report.  This has nothing to do with the [redacted].  Experian needs to fix their internal process.  They need to send and confirm receipt.
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with [redacted].
Our records indicate that you enrolled with [redacted] on February 21, 2015, and followed by a request to cancel the membership on June 1, 2015. At the time of cancellation, a one...

month courtesy refund was issued for $17.99 to the credit card on file.
On March 29, 2015 your membership with [redacted] was upgraded to Experian Credit TrackerSM.
Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $53.97 on June 16, 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.
Please be advised that the price disclosed when you subscribed was $17.99.
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 on October 29, 2014 you ordered an Experian® Credit Report from Experian Credit TrackerSM which enrolls you into our monitoring product.  Also in reviewing...

your customer file it appears you purchased and viewed your 3 bureau credit report on October 29, 2014.
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 $32.95 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
Customer satisfaction is our priority, as a courtesy we have issued refunds of $32.95 and $4.95 for a total of $37.90 on November 4, 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 for the first month of your membership. After the first month, you will be charged $14.95 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.%

Thank you for writing and expressing your concern regarding your membership with ProtectMyID(R) Elite.
ConsumerInfo.com(R), Inc. (“CIC”) and its product, ProtectMyID(R) Elite, 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 you enrolled into a complimentary 1-year membership with ProtectMyID(R) Elite on October 23, 2015, which was provided in response to a security incident.
At this time we would like to express our regret that your experience with ProtectMyID(R) Elite may not have met your expectation or our standard of excellence. ConsumerInfo.com vigilantly strives to provide the highest standards of customer care and satisfaction.
Additionally, the statements ascribed to our customer service representatives are not in accordance with our policies; we will be addressing these allegations directly with the representatives, and will take the appropriate steps to prevent a reoccurrence of such events.
The Insurance provided with your ProtectmMyID (R) Elite is underwritten by AIG. AIG is a third party service provider of identity theft insurance. Protect MyID(R) Elite is not an insurance company and only AIG is responsible for evaluating and handling claims under the Insurance Policy.
A Summary of Benefits, instructions on how to request a copy of the policy, and AIG contact information is available online on the homepage and can be accessed through the URL: http://www.protectmyid.com/summary-of-benefits
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 informing us of your recent experience with Experian.com. Experian.com prides itself on providing an excellent customer experience, and vigilantly strives to provide the highest standards of customer care and satisfaction.
We understand you concerned that our customer care center...

requested your personal information. The requested information is no more than the information provided by the consumer on the initial request. We request this information to ensure that we are speaking with the holder of the membership before we discuss any account details. Due to the sensitive nature of credit reports, we employ these strict security procedures to protect consumers’ personal information.
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.

Business Bureau:
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.   Our records indicate that you ordered a one dollar credit report along with a trial membership on December 5, 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 December 14, 2016 and January 14, 2017. A welcome email notification was sent to the email address you provided at the time of enrollment. Per your phone request, your paid benefits will cease, effective February 13, 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. Our records also indicate that you ordered a 3-Bureau Credit Report with FICO(R) Scores on December 15, 2016. 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 of $39.95, for the 3-Bureau Credit Report, and $21.95, for the second monthly billing, on January 18, 2019.  We have also processed a refund in the amount of $21.95, for the first monthly billing, on January 19, 2017.  This makes a total refund of $83.85.  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. 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(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 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.