Experian Consumer Services

Thank you for expressing your concerns regarding a credit monitoring membership.
After doing a detailed search with the information you provided, 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 name on the membership.
b. Email address used with the membership.
c. A cr of the membership.
d. A phone number used in the membership.
e. The full credit card number being charged.
f. Bank statement copy indicating card being billed showing the charges.
Please fax any supporting documents to: [redacted] ATTN: Consumer Relations Group (Complaint ID: [redacted])
Or, you can mail to:
[redacted]
[redacted]
Our customers are very important to us and we look forward to hearing from you with the information requested above.
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.
You have also requested reimbursement of the overdraft fees. Our terms and conditions of service state that we are not responsible for overdraft fees, and warn against using ATM/debit cards. Since your bank has assessed this fee, we recommend that you contact them as it relates to this matter.
Thank you for your understanding and cooperation.

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 13, 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 28, 2017.  A welcome email notification was sent to the email address you provided at the time of enrollment.  Per your request, your paid benefits will cease, effective May 22, 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 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 $23.71 ($21.95 plus $1.78 tax) on May 3, 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.

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,
Thank You

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

provides consumers with credit monitoring services and internet access to their personal credit reports.
Our records indicate that a complimentary Experian® credit score along with a trial membership in with CreditReport.comTM was ordered on October 8, 2014 utilizing an American Express card ending with 31005.  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 October 17, 2014.
Additionally, our records show that you contacted CIC on October 18, 2014, and stated that you are the holder of the credit card, did not open the account in question and believed that the order was fraudulently placed with us by a third party utilizing your credit card.  In response, CIC cancelled the membership.
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 $30.95 plus $2.75 sales tax for a total of $33.70 on October 21, 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.
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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
To reiterate yet once again, [redacted] is NOT a financial institution. Therefore, federal rules and regulations for banks do NOT apply to it. I never applied for any credit from them, nor did I ever check my credit reports through their website. I never owed them any money, because my membership was complimentary. The regulations that [redacted] refers to in their response concern financial institutions, such as banks and credit card companies. The response of [redacted] is invalid because [redacted] is not a financial institution, and they cannot justify their internal customer data retention policies because of federal regulations for banks. Therefore, I request permanent and immediate removal of all my personal information from their system.
Regards,
[redacted]

Thank you for contacting us regarding the account opened at FreeCreditReport.comTM
FreeCreditReport.comTM does offer a $1, 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 include billing at the end of the 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] and [redacted] enrolled with FreeCreditReport.comTM on May 28, 2013. The memberships were not cancelled within the 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 $19.99 on June 4, 2013, for each of their accounts and on or about the 4th of each month thereafter.  
On September 6, 2014 we received notification from [redacted] Gilkinson to cancel the memberships.  To ensure your satisfaction, we have issued a refund of the monthly membership fees of $239.88 for each of the memberships, for a total of $479.76. 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.
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 freecreditscore.comTM.  We understand how upsetting a potential credit card fraud situation can be.
ConsumerInfo.com, Inc. (“CIC”) is an affiliated company of Experian, 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 a complimentary Experian credit score along with a trial membership in freecreditscore.comTM was ordered on November 12, 2012 utilizing a VISA with the last four digits 8584.  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 November 30, 2012.
Additionally, our records show that you contacted CIC on June 3, 2014, and stated that you are the holder of the Visa,  did not open the account in question and believed that the order was fraudulently placed with us by a third party utilizing your Visa. 
In response, CIC cancelled the membership, and locked the account. 
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 $215.88, plus $13.44 sales tax for a total of $229.32, on October 21, 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.
We hope the above information is helpful to you in considering this matter.

[Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with CreditMatters.comSM.
Our records indicate that you enrolled with CreditMatters.comSM on February 4, 2014, and followed by a request to cancel the membership on January 13, 2015. At that time a $29.95 refund was...

issued. 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 $209.65 for a total refund of $239.60. 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 reflect on your next credit card statement.
At this time we would like to express our regret that your experience with CreditMatters.comSM 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 Credit Report for $1 here, you will begin your trial membership in CreditMatters.comSM. If you don't cancel your membership within the 30-day trial period**, you will be billed $29.95 for each month that you continue your membership.
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.Thank you for your prompt response. I do suggest however, that a simple (and more transparent) change to the website indicating that your site is a privately run site and NOT EXPERIAN would demonstrate a level of integrity not displayed therewith. 
Regards,
[redacted]

Revdex.com:
 
The matter has been resolved. It is pathetic that the company reversed it's decision only after the Revdex.com became involved. The customer service I contacted is the worst of any business I ever dealt with. Shady and highly deceptive practices and the reps on the phone are a disgrace.  
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 enrolled with Experian CreditWorksSM on April 7, 2016, and followed by a request to cancel the membership on April 20, 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, plus sales tax of $1.56, for a total of $ 26.51on April 22, 2016. Please allow 3 - 5 business days for these funds to process to your credit card account. It is also important to note that this refund should appear on your next credit card statement.
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 & FICO® Score, 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 $24.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
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 is not a credit bureau, and our online credit reports are premium products requiring the applicable fee listed on each respective order form.
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.
Dear [redacted] @ Revdex.com,I really don't understand why they won't refund the rest of my Money and I have already faxed paper from [redacted] Bank Showing dates money were taken from account and right Now I don't know what other documents to send, and I feel that this company does not want to Pay me back the rest of my money, Ms. [redacted] what else can I do that would help me get the rest of my money back, if you have any suggestions please let me know.Thank You Very Much for all you're Help.Sincerely,[redacted]

Thank you for contacting us regarding the accounts opened at Experian Credit TrackerSM.
Our records indicate that you and Natalie enrolled with Experian Credit TrackerSM on March 30, 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.
The memberships were not cancelled, consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee of $19.95 on April 29, 2016, for each of the 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 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.
On May 4, 2016, we received notification from you to cancel the memberships. As a courtesy, on May 5, 2016, we have issued a refund of the monthly membership fees of $19.95 on each account, for a total of $39.90. Please allow 3 - 5 business days for these funds to process to your credit card account. It is also important to note that this refund should appear on your next credit card statement.
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 18, 2016, and followed by a request to cancel the membership on April 28, 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 $21. 95, plus sales tax of $1.76, for a total of $23.71, on May 3, 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.
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 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.

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 10, 2014 and followed by a request to cancel the membership on November 19, 2014.
Customer...

satisfaction is our priority, as a courtesy we have issued a refund of $19.95 on November 24, 2014. Please allow 7-10 business days for these funds to process to your credit card account. It is also important to note that this refund may not be reflected on your credit card statement for 1-2 billing cycles.
At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence. We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure at sign up:
IMPORTANT INFORMATION:
When you order your $1 Credit Report & FREE Score, you will begin your 7 day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7 day trial period*, you will be billed $19.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
We 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 CreditReport.comTM on August 28, 2014. A welcome email notification was sent to the email address you provided at the time of enrollment. We do not have...

any record of you requesting cancellation prior to being charged for the membership fee. 
Customer satisfaction is our priority, as a courtesy we have issued a refund of $24.95 on October 2, 2014 and cancelled the membership. 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 CreditReport.comTM 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 Reports and FREE Scores here, you will begin your 7-day trial membership in CreditReport.comTM. If you don't cancel your membership within the 7-day trial period*, you will be billed $24.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
Credit Bureaus maintain separate records of consumer’s information.  In order to dispute possible inaccuracies on their credit file consumers must direct their requests to each individual Credit Bureau.  Under the Fair Credit Reporting Act (FCRA), you have the right to dispute the completeness and accuracy of the information in your credit file.  For a summary of your FCRA rights, please visit http://ftc.gov/bcp/edu/pubs/consumer/credit/cre35.pdf
Listed below is the dispute contact information for the three national credit bureaus:  Experian(R), Equifax(R) and TransUnion(R).
Experian:
Online Dispute:  http://www.experian.com/dispute/
Telephone:  ###-###-####
 
Equifax:
Online Dispute:  http://www.equifax.com/online-credit-dispute/
Disputes via U.S. postal mail:
Equifax Information Services LLC
P.O. Box 740256
Atlanta, GA 30374
Telephone:  ###-###-####
 
TransUnion:
Online Dispute:  http://www.transunion.com/corporate/personal/creditDisputes.page
Disputes via U.S. postal mail:
TransUnion
Consumer Solutions
P.O. Box 2000
Chester, PA 19022-2000
Telephone: ###-###-####
When you contact the appropriate credit bureau to dispute information on your credit report, be prepared to state the facts and explain why you are disputing the information, be able to supply the relevant account numbers and copies of any supporting documentation, and request the deletion or correction of the information you feel is inaccurate.
 
The FCRA mandates that the Credit Bureau with which you placed the dispute must respond to your dispute by contacting the source of the information and initiating an investigation.  The Credit Bureau will ask the company or creditor (where possible) to check their records to verify the disputed information.  Within 30 days, the company or creditor must respond to the credit bureau’s investigation.  The creditor or company may verify the account item as accurate, or they may ask the credit bureau to update or correct the item.  Upon conclusion, the credit bureau will contact you with the results of the investigation.
 
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for bringing your concerns to our attention regarding the accounts opened at Experian Credit TrackerSM and Freecreditreport.com(R). Our records indicate that on December 19, 2014, you signed up for credit monitoring on two of our websites: Experian Credit TrackerSM and...

Freecreditreport.com(R) along with [redacted], also at Experian Credit TrackerSM.  We do not have any record of any request of cancellations prior to being charged for the memberships.  Therefore, in accordance with the published terms of our offer, the credit cards provided were charged the monthly membership fee of $19.95 for each Experian Credit TrackerSM and $14.99 for  Freecreditreport.com(R), on December 26, 2014, for each of the accounts.  Experian Credit TrackerSM and Freecreditreport.com(R) offer a FREE 7-day trial membership to our credit monitoring product.  The terms and conditions for this offer are posted prominently in several places on the website including on our order forms. Therefore, in accordance with the published terms of our offer, the credit cards provided was charged the monthly membership fee of $19.95 for total of $39.90 for Experian Credit TrackerSM and $14.99 for Freecreditreport.com(R), on December 26, 2014. Our records also show you contacted us on December 31, 2014, after the end of the trial memberships, all memberships were cancelled.  Based upon your request, and as a courtesy, we have issued a refund, to the credit cards provided, of the monthly membership fees of $19.95 for each Experian Credit TrackerSM, totaling $39.90, plus $14.99 for Freecreditreport.com(R).  Please allow 7 – 10 business days for these funds to process to your credit card accounts.  Please be aware, however, that this refund may not be reflected on your credit card statements for 1 – 2 billing cycles.   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 July 17, 2015, and followed by a request to cancel the membership on July 30, 2015. 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(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.
The following disclosure is also displayed on the order form, where the 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.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95 on August 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 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 companycharged me 2-2-15 3-4-15  3-=10-15 3-30-15 4-8-15 4-9-15...if that does not secure the oppinion made that they are charging people whenever they want...GLORY Alleluia I no longer have to deal with them]
Regards,
[redacted]