Experian Consumer Services

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 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 $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.
A welcome email notification was sent to each of the email addresses that were provided at the time of enrollment.
Our records indicate that [redacted] and [redacted] enrolled with Experian Credit TrackerSM on April 10, 2015. The memberships were not cancelled within their $1.00 (dollar) 7-day trial periods. Consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee of $21.95 on April 17, 2015, for each of their accounts.
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 any time within the trial period without charge.
On April 27, 2015, we received notification from [redacted] to cancel the memberships. As a courtesy, we have issued a refund of the monthly membership fees of $21.95 for each of the memberships ($43.90 total). 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 expressing your concerns regarding the Experian(R) PLUS Score included in your membership. 
Our records indicate that you enrolled with Experian Credit TrackerSM on October 16, 2011, and followed by a request to cancel the membership on October 6, 2014.
We realize that you...

may have seen a discrepancy in the score you received from a mortgage lender related to your credit application and the score provided as part of your membership.  We try to make it a point that our customers are aware that various scoring models are available in the marketplace and have different potential uses.  For instance, we include a disclosure on our site describing the score provided with the credit monitoring membership you purchased.
Here, the score that is provided as part of your membership is a PLUS Score.  It is an educational score that a lender would not use in a credit card application decision making process.  The PLUS Score, with scores ranging from 330 to 830, is a user-friendly credit score model developed by Experian to help you see and understand how lenders may view your credit worthiness.  Although it is not used by lenders, it is indicative of your overall credit risk. 
There are hundreds of different scores in the marketplace.  Further, certain industries may use custom credit scores that are tailored to their specific needs.  The custom scores may be unique to a specific industry, such as mortgage lending or auto lending.  These custom scores may be created based on information found in credit reports together with other information from the lender’s own portfolio, such as account history. 
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 that this provides you some clarity as to the discrepancy between the two scores you received and the various scores available in the marketplace.

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 October 15, 2011, and followed by a request to cancel the membership on February 3, 2015.
We are sorry for any...

inconvenience or misunderstanding and thank you for informing us of your recent experience with FreeCreditReport.com(R). FreeCreditReport.com(R) prides itself on providing an excellent customer experience, and vigilantly strives to provide the highest standards of customer care and satisfaction.
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 Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on May 5, 2015, and followed by a request to cancel the membership on June 4, 2015.
We apologize for any inconvenience...

or misunderstanding. Our records indicate that your bank has recovered the fees for you, an amount totaling $21.95, as of June 7, 2015. We are therefore unable to refund the monies, as you have already received them back.
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.

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 9, 2014, and followed by a request to cancel the membership on July 26, 2016.
Customer satisfaction is our...

priority, as a courtesy we have issued a refund of $194.35 on July 26, 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 any time within the trial period without charge.
The following disclosure is also displayed on the order form, in close proximity to where your credit card information is entered:
PAYMENT INFORMATION
When you order your $1 Credit Report and FICO Score here, you will begin your 7-day trial membership in Experian Credit TrackerSM. You may cancel your trial membership at any time within 7 days without charge. If you decide not to cancel, your membership will continue and you will be billed for just $21.95/month for each month that you continue your membership. You may cancel your membership and stop the monthly billing by contacting us at any time; however you will not be eligible for a pro-rated refund of your current month's paid membership fee.
We apologize for any misunderstanding or inconvenience. As a consumer you are indeed entitled to receive a free individual credit report from the credit reporting companies under the Fair Credit Reporting Act, dependent on certain requirements, or under the FACTA laws. To submit a request under the FCRA via Experian, please call 1-888-397-3742. For reports requested under the auspices of FACTA, please go to www.annualcreditreport.com.
However, ConsumerInfo.com(R) is not a credit bureau, and our online credit reports are premium products requiring the applicable fee listed on each respective order form.
We appreciate the time you took to send us your comments and suggestions. We value the input from our customers, and assure you we will give serious consideration to the issues you presented to us. It is through information provided by customers such as you that we are able to improve our products and memberships.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

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.  My main point was that the Experian should not advertise their services as free. Experian should up front disclose that their service is for a fee.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Thank you for informing us of your recent experience with [redacted]. We understand how upsetting a potential credit card fraud situation can be.
[redacted](R), Inc. (“CIC”) is an affiliated company of Experian(R), the credit reporting agency, and in that capacity provides...

consumers with credit monitoring services and internet access to their personal credit reports.
Our records indicate that multiple complimentary Experian(R) credit scores along with a trial memberships in [redacted] were ordered on March 19 and March 20, 2015 utilizing a Visa card with the last four digits [redacted]. Since the complimentary trial memberships were not cancelled in accordance with the published terms of our offer, the card provided was charged our monthly membership fees on March 28 and March 29, 2015.
Additionally, our records show that you contacted CIC on March 31, 2015, and stated that you are the holder of the Visa card, did not open the accounts in question and believed that the orders were fraudulently placed with us by a third party utilizing your Visa card. In response, CIC cancelled the memberships.
Since you believe that the orders were 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 $110.28 on April 4, 2015. Please allow 3 - 5 business days for these funds to process to your credit card account. It is also important to note that this refund should appear on your next credit card statement.
We hope the above information is helpful to you in considering this matter.

Thank you for contacting us regarding
the account opened at Freecreditreport.com(R).
Freecreditreport.com(R)
does
offer a $1 (one) dollar 7-day trial membership in a monthly credit monitoring
product.  Our website describes the offer
in detail and the Order Form details along with the...

terms and conditions of the
offer, including billing at the end of the
$1 (one) dollar 7-day trial and monthly thereafter unless
and until the customer notifies us of their wish to cancel.  This was agreed to when submitting the order.
Our records indicate that [redacted] enrolled with Freecreditreport.com(R) on October 17, 2014. The membership was not cancelled within the $1 (one) 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 of $17.99 on October
24, 2014.
In response to this
complaint we have canceled the membership. 
As a courtesy, we have issued a refund of the monthly membership fees of
$17.99 Please allow 7 – 10 business
days for these funds to process to your credit card account.  Please be aware, however, that this refund
may not be reflected on your credit card statement for 1 – 2 billing cycles.

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 March 13, 2015, and followed by a request to cancel the membership on March 23, 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 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 CreditCheck(R) Total.Our records indicate that you initially enrolled with CreditCheck(R) Total on October 29, 2015, and followed by a request to cancel the membership on February 10, 2016. Our records additionally...

indicate that you repeatedly enrolled and cancelled several more times in the subsequent months.We apologize for any misunderstanding, however, the benefits package that includes three bureau credit reports and scores is not available at this time due to a change in our product offering.  Customer satisfaction is our priority, as a courtesy we have issued a refund of the charges that you incurred during your recent trial periods on our site, an amount of $2.00, on June 23, 2016.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 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 10, 2014, and followed by a request to cancel the membership on December 18, 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. 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.
The product that you ordered was a 3 bureau credit report and score. This product is not included in the trial offer and is always advertised as for fee. The price for this product and the accompanying scores that you ordered were listed in two places on the order form. We do not normally refund these purchases as they are delivered instantly online at the time of order. As a courtesy, we have issued a full refund of the purchase price, an amount totaling $32.95. Please allow 7-10 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 such as you that we are able to improve our products and memberships.
We hope the above information is helpful to you in considering this matter.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM. Our records indicate that you enrolled with Experian Credit TrackerSM on May 17, 2015, and followed by a request to cancel the membership on May 29, 2015. Also in reviewing your customer file...

it appears you purchased and viewed your 3 bureau credit report.  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 $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 nonrefundable Customer satisfaction is our priority, as a courtesy we have issued a refund of $61.90 to the card on file on June 10, 2015.  Please allow 3 - 5 business days for these funds to process to your credit card account.  It is also important to note that this refund should appear on your next credit card statement. At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  Our website displays the following disclosure at sign up: IMPORTANT INFORMATION: When you order your $1 Credit Report & FICO® Score, you will begin your 7-day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7-day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with CreditReport.comTM.Our records indicate that you enrolled with with CreditReport.comTM on January 2, 2015, and followed by an email request to cancel the membership on January 3, 2015. A cancellation email was sent to...

the email address you provided at the time of cancellation on January 5, 2015.In your complaint you stated that the number provided on the website did not allow you to speak to a representative. We tested the number on our site, and can confirm that it is working as intended.We appreciate the time you took to send us your comments and suggestions and hope the above information is helpful to you in considering this matter.

Thank you for expressing your concerns regarding Experian Credit TrackerSM. Our records indicate that you enrolled with Experian Credit TrackerSM on July 29, 2014. We also show that on August 31, 2014 you contacted us to cancel your membership, on that date you agreed to maintain the membership in...

response to our retention efforts, in this case $5.00 a month for 60 months. We received notification from you to cancel the membership on March 31, 2015 through our automated voice response system. We searched our records based on the identifying information contained in your communication.  Unfortunately, we were unable to verify the amount of $19.99 that you stated was charged to your account. If you can provide additional documentation, I would be more than happy to research this matter further. Please fax any supporting documents to:  [redacted] ATTN: [redacted] (Complaint ID: [redacted]) Or, you can mail to: [redacted]
[redacted] Please note there are several websites that offer similar products, and in many cases, customers often discover, after reviewing their billing statement, or the web site where they enrolled, that the product is actually offered by a different company. Thank you for your understanding and cooperation.

Please note there are several websites that offer similar products, and in many cases, customers often discover, after reviewing their billing statement, or the web site where they enrolled, that the product is actually offered by a different company. After doing a detailed search with the information you provided, along with the Membership ID: [redacted], we were unable to locate an account in our system that belongs to you. In order to better assist us in locating an account, we are in need of additional information. We would appreciate if you can provide us with the following: a. Full credit card number being billed b. Bank statement indicating card being billed with the business originating the charge. c. The email address from which you received the membership number. Please fax any supporting documents to: [redacted] ATTN: Consumer Relations Group (Complaint ID: [redacted]) Or, you can mail to: [redacted], [redacted] Or, If you have any questions, you may contact one of our Membership Specialists at ###-###-####, Monday-Friday from 6 a.m. to 6 p.m. or on Saturday & Sunday from 8 a.m. to 5 p.m. Pacific Time. Our customers are very important to us and we look forward to hearing from you with the information requested above. Thank you for your understanding and cooperation.

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.
Regards,
[redacted]
 I provided proof of identity as I submitted requested information via the website such as social security number, address, dob, etc. This appears to be a technical issue with Experian, their rep said it has been happening with other people as well. Never the less, I still pay for the product and should be able to submit disputes via their website as part of paid monthly membership.  Please mark this complaint as unresolved and make it part of their file. A complaint with the Texas Attorney General will be filed.

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 June 29, 2015, and followed by a request to cancel the membership on July 8, 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 July 10, 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.
In regards to your request for reimbursement of the bank/credit card fees, our policy states that we are not responsible for any credit card fees, overdraft charges or bank fees if your account contains insufficient funds. Since your credit card company/bank has assessed this fee, we recommend that you contact them as it relates to this matter.
We apologize for any inconvenience or misunderstanding. Under Federal law, you have the right to receive a free copy of your credit report once every 12 months from each of the three nationwide consumer reporting companies. To request your free annual report under that law, you must go to [redacted]. Experian Credit TrackerSM is not affiliated with the annual free credit report program.
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 [redacted].[redacted] is an affiliated company of Experian(R), the credit reporting agency, and in that capacity provides consumers with credit monitoring services and...

internet access to their personal credit reports.Our records indicate that you enrolled with [redacted] on March 24, 2015, and followed by a request to cancel the membership on June 2, 2015.  On April 19, 2015 your membership with [redacted] was upgraded to Experian Credit TrackerSM.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:PAYMENT INFORMATIONWhen you order your credit report and FICO Score here, you will begin your membership in Experian Credit TrackerSM. Your credit card will be charged $24.95 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.Please be advised that the price disclosed when you subscribed was $9.95.We would also like to clarify the 3 bureau credit report and scores offer. This product is not included in the membership.  It is advertised that for a fee a 3 bureau credit report and score may be purchased, and the price is subject to change due to promotions or other circumstances.Regarding product offerings and benefits, our terms and conditions ([redacted]) state the following:MODIFICATION OF PRODUCTS[redacted] may, at its discretion, modify or discontinue any of the Products, Product Websites or Content, or any portion thereof, with or without notice. You agree that [redacted] will not be liable to you, your minor children or any third party for any modification or discontinuance of any of the Products, Product Websites or Content.Customer satisfaction is our priority, as a courtesy we have issued a refund of $19.90 on June 10, 2015.  Please allow 3 - 5 business days for these funds to process to your credit card account.  It is also important to note that this refund should appear on your next credit card statement.We 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 that this response addresses your concerns and that you’ll give us an opportunity to help you in the future.  If you have additional questions, please don’t hesitate to contact Experian Credit TrackerSM directly at ###-###-####.

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 November 3, 2014 and followed by a request to cancel the membership on November 11, 2014.
Customer satisfaction is...

our priority, as a courtesy we have issued a refund of $14.99 on November 14, 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 our 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. 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.