Experian Consumer Services

Thank you for the opportunity to respond to your concerns.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 you enrolled in our free credit monitoring membership, Experian CreditWorksSM Basic, on January 2, 2017.  This membership offers a free refresh of your Experian(R) report and FICO(R) Score every 30 days, free of charge.Our records additionally indicate that a complimentary Experian(R) credit report and score, along with a trial membership in Experian CreditWorksSM, was ordered on February 14, 2017, utilizing an American Express credit card with the last four digits 9489.  On this date a three bureau credit report and scores was also ordered.  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 February 28, 2017.  The paid benefits of the membership were canceled on March 8, 2017.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 $62.90 on March 15, 2017.  Please allow 3 - 5 business days for these funds to process to your credit card account.  We hope the above information is helpful to you in considering this matter.

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksTM.
Our records indicate that you ordered a one dollar credit report along with trial membership. The membership was not cancelled; consequently, in accordance with the published terms of our...

offer, the credit card provided was charged our monthly membership fee on May 5, 2016. We received notification from you to cancel the membership on May 9, 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 cancel. The consumer agrees to these terms when submitting their order.
We have, as a courtesy, issued a refund of the monthly fee. Please Allow 3 - 5 business days for these funds, an amount totaling $23.90, to process to the credit card account. (It is also important to note that this refund should appear on your next credit card statement.)
We 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 February 13, 2013, and followed by a request to cancel the membership on October 9, 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 $9.97 to the credit card on file.
To ensure your satisfaction, we have issued an additional refund of $109.67 on October 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 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(R). 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.

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.
Thanks for the credit of $14.95,  however they also charged my card $19.95 at the same time.   I want to mention that I spent considerable time on the phone with calls to Experian and my bank.  I spoke with an Experian supervisor who was rude and no help at all.   My bank reversed the charges but they charged both again the next day.  Revdex.com in regards to consumer complaint #[redacted]. 
Regards,
[redacted] PS:  I really appreciate your efforts on this matter.  I'm amazed Experian payed attention at all.  When I spoke to their supervisor, I said I would file a claim with Revdex.com. The supervisor said that's fine.

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 17, 2014, and followed by a request to cancel the membership on March 8, 2015. A welcome email...

notification was sent to the email address you provided at the time of enrollment. We have researched your account and there is no record of you requesting cancellation prior to being charged the membership fee.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $79.80 on March 19, 2015 for the membership fees. 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(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 when you subscribed was $19.95.
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 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.I have already received a full refund. I 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 August 18, 2014, and followed by a request to cancel the membership on August 26, 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 plus $1.25 sales tax for a total of $21.20 on October 3, 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 payment page:
PAYMENT INFORMATION
When you order your $1 Credit Report and FREE Score here, you will begin your 7-day trial membership in Experian Credit TrackerSM Credit Monitoring. 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 $19.95 plus $1.25 sales tax for a total of $21.20/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 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 is satisfactory to me. 
Regards,
[redacted]

Our records indicate that you ordered your free credit report on March 5, 2015 and viewed on March 7, 2015, thru our website of [redacted](R).
As a courtesy, we have arranged to mail you a copy of your report at no additional charge and with no associated membership.
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 Freecreditreport.com®.Our records indicate that you enrolled with Freecreditreport.com® on January 18, 2015, and followed by a request to cancel the membership on January 26, 2015.  Customer satisfaction is our...

priority, as a courtesy we have issued a refund of $17.99 on January 27, 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. The membership has been canceled.At this time we would like to express our regret that your experience with Freecreditreport.com® 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 $14.99 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.Please be advised that the price disclosed when you subscribed was $17.99.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.
[How convenient that one form letter begets the next.  Typical of a company without an interest in doing anything honorable, let alone .  When standard procedure is to take someone's money in a misleading way, without providing the service offered, you'll have upset people people in return.  Of course, it's cost effective to pay someone in the [redacted] to handle mislead consumers until they go away.  My thought behind the concept of the Revdex.com was to protect consumers from companies that are dishonest; not to act entirely as a mediator between the thief and victim.  In my case, the purpose of the complaint is to make the public aware of misleading of ruthless and unfair business practices.  The original response from Experian was NOT FACTUAL.  From arm's length it seems credible, but the language was crafted and intended to make people like me simply go away and ensure that it would cost too much to provide services as represented.  The only way to make me go away would have been to honor the Experian commitment to it's customers.  How difficult would it have been, really, for Experian to take my membership fee and provide the service offered? If that had been the solution, there would be no problem now.  Instead, every possible way to avoid providing what was charged to my credit card is being explained away, without ever providing the product paid for.  This is absolutely ridiculous.]
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]

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.
For the second time, Experian has debited my bank account the amount of $21.20 for a monthly membership fee. I cancelled their membership a long time ago. When I requested my credit report, I was again charged for the membership fee in mid-2016. They removed the charge after my complaint. Last month, I requested my annual free report and paid extra for the FICO score. Again, I was charged for a membership that I did not request. I have messaged Experian, however, they refuse to answer. I want a refund of $21.20 and assurance they will not charge me any further for anything I did not request.
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 23, 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 $43.90 on December 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.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 CreditWorksTM.Our records indicate that you enrolled with Experian CreditWorksTM on April 6, 2016, and followed by a request to cancel the membership on April 21, 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 $24.95 on April 28, 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 CreditWorksTM 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:PAYMENT INFORMATIONWhen you order your $1 Credit Report and FICO® Score here, you will begin your 7-day trial membership in Experian CreditWorks™. 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 $24.95.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 September 6, 2016.  A welcome email notification was sent to the email address provided at the time of enrollment....

 This was followed by a request to cancel the membership on December 29, 2016.  At the time of cancellation a one month refund was issued in the amount of $23.32 ($21.95 plus $1.37 tax).Customer satisfaction is our priority, as a courtesy we have issued a refund of $65.85 plus $4.11 sales tax for a total of $69.96 on January 4, 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.  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 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 your membership with Experian Credit TrackerSM.Our records indicate that you enrolled with Experian Credit TrackerSM on August 28, 2014, and followed by a request to cancel the membership on July 5, 2016.Customer satisfaction is our...

priority, as a courtesy we have issued a refund of $9.95 on July 8, 2016.  Please allow 3 - 5 business days for these funds to process to your credit card account.  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 cancel.  The customer agrees to these terms when submitting their order.In an attempt to provide some clarity on the issue of accessing your credit card information, we would like to offer the following explanation:  Our charges are authorized automatic payments.  It is a common practice for financial institutions to communicate the updated card number to companies with such authorized deductions to ensure that the customer’s payments are kept current.   It is unfortunate that you had an adverse experience while dealing with Experian Credit Tracker?, we vigilantly strive to provide the highest standards of customer care and satisfaction. 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.
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 on March 4, 2016 you ordered an Experian(R) credit report from Experian Credit TrackerSM 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 on the same date. A Welcome email notification was sent to the email address you provided at the time of enrollment.
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.
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.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95 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.
In regards to your concern that our customer care center requested your personal information: The requested information is no more than the information you provided 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 our customer’s personal information.
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, dependant 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.
In addition to the trial offers presented, CIC does currently advertise an offer for a one-time purchase of an Experian(R) report and FICO(R) Score, as well as a 3 bureau credit report with FICO(R) Scores. To view these and other available product offerings please visit: http://www.experian.com/consumer-products.
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 Freecreditreport.com(R). Our records indicate that you enrolled with Freecreditreport.com(R) on January 02, 2014. We do not have any record of you requesting cancellation prior to being charged for the membership fee....

Based upon this complaint, we have cancelled your membership and issued a refund of 239.88 plus $21.24 sales tax for a total of $261.12 on December 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 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 $14.99 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 $19.99.” 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 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 a one dollar credit report along with a trial membership was ordered on March 9, 0217.  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 March 17, 2017.  A welcome email notification was sent to the email address provided at the time of enrollment. On March 20, 2017, the membership was canceled.Our website describes the offer and the order form details the terms and conditions of the offer, including billing at the end of the trial and monthly thereafter unless and until the customer notifies us of their wish to discontinue. The consumer agrees to these terms when submitting their order.  We have, as a courtesy, issued a refund totaling $21.95 on March 24, 2017.  Please allow 3 - 5 business days for these funds to process to the credit card account.At this time we would like to express our regret that your experience with Experian CreditWorksSM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure on our product landing page:IMPORTANT INFORMATIONWhen you order your $1 Credit report and FICO(R) Score 8, you will begin your 7-day trial membership in Experian CreditWorksSM. If you don’t cancel your membership within the 7-day trial period*, you will be billed $21.95 for each month that you continue your membership. You may easily cancel your trial membership online anytime within the trial period without charge.We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.