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 July 12, 2016, and followed by a request to cancel the membership on July 26, 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, on July 28, 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 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.
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(R), 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.

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 24, 2016, and followed by a request to cancel the membership on March 14, 2016.  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. 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 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 CreditReport.comTM.
 
Our records indicate that you enrolled with CreditReport.comTM on September 15, 2014, and followed by a request to cancel the membership on September 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 $29.95 on September 27, 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 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.com. If you don't cancel your membership within the 7-day trial period*, you will be billed $29.95 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 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 April 23, 2014 and followed by a request to cancel the membership on December 1, 2014.  Customer...

satisfaction is our priority, as a courtesy we have issued a refund of $159.60 on December 2, 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.

Hello 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.
The way Experian has chosen to repay the amount they took out of my account will not work because,1. The Debit card [redacted] the [redacted] has canceled out and Experian has been blocked from accessing my accounts, so they can not return my money to the debit card in that manner, they will need to send me a check or money order.2. The Credit card [redacted] the [redacted] has canceled out and Experian has been blocked from accessing my accounts, so they can not return my money to the credit card in that manner, they will need to send me a check or money order.3. My billing address is [redacted].I request they return my money immediately, so I can get it back in my accounts.Thanks again for your help.
Best Regards,
[redacted]

Thank you for informing us of your recent experience with Experian Credit TrackerSM.  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 and internet access to their personal credit reports.Our records indicate that a complimentary Experian(R) credit report and score, along with a trial membership in Experian Credit TrackerSM was ordered on March 18, 2015 utilizing a Visa with the last four digits 4198.  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 of $21.95 on March 25, 2015, and on or around the 25th of each subsequent month.Additionally, our records show that you contacted CIC on March 28, 2016 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 [redacted].  In response, CIC cancelled the membership. Customer satisfaction is our priority, as a courtesy we have issued a refund of $65.85 for this account on January 30, 2017.  Our records additionally indicate that a second complimentary Experian(R) credit report and score, along with a trial membership in Experian Credit TrackerSM was ordered on March 18, 2015 utilizing the Visa with the last four digits 4198.  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 of $21.95 on March 25, 2015, and on or around the 25th of each subsequent month.  On July 27, 2016, the benefits of this membership were upgraded and the price increased from $21.95 to $24.99.  Notifications were sent regarding this change.In response to this complaint, we canceled the membership and issued a refund of $278.60 on January 30, 2017, making your total refund amount $344.45.  Please allow 3 - 5 business days for these funds to process to your credit card 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.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. Who do I contact if my money is not refunded into my account after 3-5 business days. I still have not received the $29.95 that was taken out in January, that was promised to be in my account in 3-5 business days. It's been 6 full business days already.
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with CreditCheck(R) Total.Our records indicate that you enrolled with CreditCheck(R) Total on September 10, 2016, and followed by a request to cancel the membership on November 3, 2016.  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 in the amount of $31.82 ($29.95 plus $1.87 tax).  Unfortunately, we do not have a record of a cancellation request within the trial period.  Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $31.82 ($29.95 plus $1.87 tax) on November 4, 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 CreditCheck(R) Total 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 order form:PAYMENT INFORMATION When you order your $1 3-Bureau Credit Report and FICO(R) Score here, you will begin your 7-day trial membership in Credit Check(R) Total. You may cancel your trial membership at any time within 9 days without charge. If you decide not to cancel, your membership will continue and you will be billed for just $29.95 plus $1.87 sales tax for a total of $31.82/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 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.
Regards,
[redacted]
I'm not happy because they just stole money out my account and who's to say that they want take money without my permission again, I don't have $59.90 to give away but they took my money and expect me to be happy with the return of $29 dollars and some change, I'm not happy with this at all and to be honest I feel as if taking money and not authorized to do so they should held accountability for robbing my account, thank you.

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 30, 2016.  A Welcome email notification was sent to the email address you provided at the time of enrollment....

 This was followed by a request to cancel the membership on July 13, 2016.  At the time of cancellation, a refund was issued in the amount of $21.95. Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $43.90 on July 14, 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.  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 writing and expressing your concern regarding your membership with ProtectMyID(R) Elite. In your complaint, you indicate that you have been unable to access your online membership.
ConsumerInfo.com, Inc.(R) (“CIC”) and its product ProtectMyID(R) Elite is an affiliated company of...

Experian(R), the credit reporting agency, and in that capacity offers a variety of credit monitoring products that include online access to consumers’ personal credit reports.
Our records indicate that you enrolled in a complimentary membership with ProtectMyID(R) Elite on October 6, 2015 as part of a data breach engagement.
On April 5, 2017, and April 6, 2017, our representative attempted to reach you via phone and left voicemail messages with his contact information and hours of availability. For assistance, you may reach out to him. You may also contact our call center at 866-960-6943 Monday-Friday, between the hours of 8am-8pm Central Time or Saturday-Sunday, between the hours of 10am-7pm Central Time.
In response to your concerns regarding hold time and inability to reach an agent, we have tested the 866-960-6943 phone number and can confirm that it is working as intended.
It is unfortunate that you had an adverse experience while dealing with ProtectMyID(R) Elite. 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.
Our records indicate that you enrolled with Experian Credit TrackerSM on February 5, 2015, and followed by a request to cancel the membership on February 14, 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 March 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 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(R), please call ###-###-####. For reports requested under the auspices of FACTA, please go to www.annualcreditreport.com.
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 January 8, 2015, and followed by a request to cancel the membership on January 22, 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 January 24, 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 October 14, 2015, and followed by a request to cancel the
membership on October 30, 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 November
3, 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 TrackerSMmay 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 informing us of your recent experience with Experian Credit TrackerSM.  Our records indicate that on September 6, 2015 you purchased and viewed your 3 bureau credit report. As a valued customer, your concerns are very important to us, in the interest of customer service and...

goodwill, we have issued a refund of $39.95 on September 15, 2015. Please allow 3-5 business days for the refund to process to your card account. 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. Please be assured that we are working hard to resolve the printing error you encountered and we apologize for any inconvenience this may have caused. 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 the access to your Experian(R) Credit Report and FICO(R) Score provided with enrollment into Experian Credit TrackerSM.Our records indicate that you attempted to enroll into the $1(dollar) Experian Credit TrackerSM membership...

on July 21, 2015. In that attempt, our system performed a verification of identity to ensure the safety of our customer's personal information. Unfortunately, we were unable to confirm your identity at that time and your order was canceled. Please note that our records reflect that the $1(dollar) fee for enrollment was not processed as a result of the canceled order.  Please reach out to your financial institution to ensure that the transaction in question has been addressed properly.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 CreditReport.com™. Our records indicate that you enrolled with CreditReport.com™ on June 5, 2014, and followed by a request to cancel the membership on January 14, 2015. At the time of cancellation, a one month...

courtesy refund was issued for $29.95.Customer satisfaction is our priority, as a courtesy we have issued a refund of $209.65 for a total of $239.60 on January 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 CreditReport.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 Reports and FREE Scores here, you will begin your 7-day trial membership in CreditReport.com. 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.Please be advised that the price disclosed when you subscribed was $29.95.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 March 7, 2015. The membership was automatically canceled by our system on June 11, 2015 after multiple unsuccessful...

billing attempts. Customer satisfaction is our priority, as a courtesy we have issued a refund of all successful charges, totaling an amount of $50.95 on July 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. 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. Additionally upon enrollment into Experian Credit TrackerSM a [redacted] site, in compliance with the FCRA, our name was added to the list of recent inquiries on your credit report.  Please be assured, since our reports are provided for your own personal use, the inquiry’s that appear on your credit report are listed as a promotional or “soft inquiries”.  This means your membership has no effect on your credit rating. 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 CreditReport.comTM on September 6, 2014. On April 19, 2015, your membership with CreditReport.comTM was upgraded to Experian Credit TrackerSM. ...

This was followed by a request to cancel the membership on October 30, 2015. At the time of cancellation, a one month courtesy refund was issued for $29.95.
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 and FICO(R) Scores here, 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 $24.95 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 $29.95.
Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $329.45 on November 2, 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 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. our decision remains the same; as a courtesy we have provided a 12-month refund in the amount of $215.88 on January 29, 2015.