Experian Consumer Services

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM. Our records indicate that you enrolled with Experian Credit TrackerSM on April 26, 2015, and followed by a request to cancel the membership on May 6, 2015.  Email notifications were sent...

to the email address you provided at the time of enrollment. Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95 on May 12, 2015.  Please allow 3 - 5 business days for these funds to process to your credit card account.  It is also important to note that this refund should appear on your next credit card statement. At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  Our website displays the following disclosure at sign up: Important information: When you order your $1 Credit Report & FICO® Score, you will begin your 7-day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7-day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorks™ and the opportunity to clarify the $39.95 charge on November 3, 2015.
Our records indicate that on October 25, 2015 you ordered an Experian(R) credit report from Experian CreditWorks™ which...

enrolls you into the 7-day trial of our monitoring product. On October 5, 2015 [redacted] contacted us to cancel the membership. In accordance with our published refund policy, a refund of $21.95 was issued at that time.
Also in reviewing your customer file it appears you purchased and viewed your 3 bureau credit report on November 3, 2015 and a refund for $39.95 was issued on December 9, 2015.
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.
We have issued an additional credit for $21.95 on December 11, 2015 making your total refund $83.85. When we issue a credit it takes 24 hours to post to your financial institution, however it can take from 3 - 5 days for them to post the funds to your account. It is also important to note that this refund should appear on your next credit card statement.
In 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.
In the future we recommend visiting www.annualcreditreport.com which allows consumers to request a free credit report, once every 12 months from each of the three nationwide consumer credit reporting companies.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

This is a corporate-canned non-answer, that does not address the issue of negative option billing.  Negative option billing is illegal in Canada, and several states have legislation pending.  Doesn't Experian think that it's time to listen to their customers? 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]

Thank you for writing and expressing your concern regarding your membership with Experian Credit Tracker?. Our records indicate that you ordered a $1 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 August 15, 2014.  Customer satisfaction is our priority, as a courtesy we have issued a full refund of 6 months membership fees, for a total of $119.70, on January 22, 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 Tracker? 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.Please be advised that the price disclosed when you subscribed was $19.95.We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM. Our records indicate that you enrolled with Experian Credit TrackerSM on February 26, 2015, and followed by a request to cancel the membership on March 15, 2015.  Customer satisfaction...

is our priority, as a courtesy we have issued a refund of $21.95 on March 20, 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 Experian Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on July 6, 2015, and followed by a request to cancel the membership on July 20, 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 21, 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 Credit TrackerSM.Our records indicate that you enrolled with Experian Credit TrackerSM on November 6, 2014 and followed by a request to cancel the membership on September 7, 2016.  Customer satisfaction is...

our priority, as a courtesy we have issued a refund of $24.99 on September 21, 2016.  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 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 the opportunity to address your concerns.
[redacted](R), Inc., via its website [redacted] is an affiliate of Experian(R) that provides credit monitoring and internet access to the customer’s personal credit reports. We assist the customer in accessing their credit...

report online and answer questions regarding our products.
[redacted](R) and [redacted] are not affiliated with the annual free credit report program. Under a new 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 www.annualcreditreport.com.”
We apologize for any inconvenience or misunderstanding; however, we are not Experian(R) the credit bureau.
Thank you for your understanding in this matter.

We apologize for any confusion, however in order to respond to your rebuttal, we need to know the subject of your dissatisfaction. Thank you

Thank you for contacting us regarding the accounts opened at Experian Credit TrackerSM.
Experian Credit TrackerSM does offer a one dollar 7-day trial membership in a monthly credit monitoring product. Our website fully describes the offer and the order form details the terms and conditions,...

including billing at the end of the one 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.
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.
Our records indicate that you enrolled with Experian Credit TrackerSM on July 21, 2015. The membership was not cancelled within the 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 $21.95.
On January 4, 2016, we received notification from you to cancel your membership.
Our records further indicate that Barbara enrolled with Triple Advantage(R) on November 14, 2014, utilizing the same Visa Card with the last four digits 0457, and on March 29, 2015, her membership with Triple Advantage(R) was upgraded to Experian Credit TrackerSM at $17.99 per month. A welcome email notification was sent to the email address she provided at the time of enrollment.
In response to this Revdex.com complaint, as the credit card holder, CIC cancelled Barbara’s membership, and issued a refund of $71.96 to your Visa Card. 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.
Unfortunately, we must respectfully decline your request for additional compensation.
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.

We offer various discounts and incentives and apologize for any misunderstanding. The statements made by our customer service representative were not in accordance with our policies. We hope that this provides some clarity to our standpoint on 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 April 17, 2015, and followed by a request to cancel the membership on June 12, 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 $19.95 on June 17, 2015. Please allow 3 - 5 business days for these funds to process to your credit card account. It is also important to note that this refund should appear on your next credit card statement.
At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence. We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure on our product landing page:
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.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for the opportunity to address your concerns. [redacted] does offer a $1.00 7-day trial membership in a monthly credit monitoring product. Our website fully describes the offer and the order form details the terms and conditions, including billing at the end of the trial...

period 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 [redacted] on February 8, 2015. The memberships were not cancelled within the 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 February 15, 2015, for each of their accounts. On March 29, 2015 the memberships with [redacted] were upgraded to Experian Credit TrackerSM.We feel it is important to keep the consumer informed regarding the ordering process.  Our website displays the following disclosure on our product landing page:Important information:When you order your $1 Credit Report & FICO® Score, you will begin your 7-day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7-day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.Please be advised that the price disclosed when you subscribed was $19.99.On August 5, 2015, we received notification from you to cancel your membership, we do not have any record of you requesting cancellation prior to this date.  As a courtesy, on August 20, 2015, we issued a refund of the monthly membership fees, an amount totaling $86.48. 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.It is unfortunate that you had such an adverse experience while dealing with Experian Credit TrackerSM, We vigilantly strive to provide the highest standards of customer care and satisfaction.We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

We appreciate your feedback and have noted your concerns.In regards to your request for a receipt of purchase this is a business decision that is currently being reviewed.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.

Thank you for informing us of your recent experience 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 services and internet access to their...

personal credit reports. Our records indicate that a complimentary Experian(R) credit score along with a trial membership in Experian Credit TrackerSM was ordered on January 12, 2015 utilizing a Visa with the last four digits 7202. Since the trial membership was not cancelled in accordance with the published terms of our offer, the card provided was charged our monthly membership fee on January 19, 2015. Additionally, our records show that you contacted CIC on January 30, 2015, and stated that you are the holder of the Visa. In response, CIC cancelled the membership. Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95 on January 31, 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.

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 February 2, 2015, and followed by a request to cancel the membership on February 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 $71.90 to the card on file on February 18, 2015.  Please allow 3 - 5 business days for these funds to process to your credit card account.  It is also important to note that this refund should appear on your next credit card statement. At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  Our website displays the following disclosure at sign up: IMPORTANT INFORMATION: When you order your $1 Credit Report & FICO® Score, you will begin your 7-day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7-day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.

Our records indicate that you enrolled with Experian Credit TrackerSM on August 18, 2014, and followed by a request to cancel the membership on November 25, 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 $19.95.

Customer satisfaction is our priority, as a courtesy we have issued a additional refund of $59.85 on November 26, 2014, for a total of $79.80.  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 Freecreditreport.com(R). Our records indicate that you enrolled with Freecreditreport.com(R) on December 17, 2014, and followed by a request to cancel the membership on January 28, 2015. At the time of cancellation, a...

one month refund was processed in the amount of $14.99 plus $0.94 sales tax for a total of $15.93 to the credit card on file. We apologize for any inconvenience or misunderstanding. Our records also indicate that your bank has recovered the fees for you, an amount of $14.99 plus $0.94 sales tax for a total of $15.93, as of January 29, 2015. Please allow 3 - 5 business days for these funds to process to your credit card account.  It is also important to note that this refund should appear on your next credit card statement. At this time we would like to express our regret that your experience with Freecreditreport.com(R) may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  Our website displays the following disclosure at sign up: IMPORTANT INFORMATION: When you order your $1 Credit Report and FREE Score here, you will begin your 7-day trial membership in freecreditreport.com. If you don't cancel your membership within the 7-day trial period**, you will be billed $14.99 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. We appreciate the time you took to send us your comments and suggestions.  We value the input from our customers, and assure you we will give serious consideration to the issues you presented to us.  It is through information provided by customers such as you that we are able to improve our products and memberships. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

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 November 25, 2013, and followed by a request to cancel the membership on September 30, 2014. At the time of...

cancellation, a one month courtesy refund was issued for $14.95 to the credit card on file.
Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $134.55 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 main page:
IMPORTANT INFORMATION:
When you order your $1 Credit Report & FREE Score, you will begin your 7-day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7-day trial period*, you will be billed $14.95 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.