Experian Consumer Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The response is not sufficient and assumptive, not addressing the facts of the complaintThe fact is that this program is designed and marketed to deceiveIt was not CLEARLY indicated at the time of purchase that the $credit report results in an automatic enrollment in the Experian scam membership processThis is an obvious deception and I now realize that Experian makes MILLIONS of dollars a year in this deceptive programFor example,if this happens a mere 1M times a year, that is more than $23M in revenue alone from scamming innocent consumers with the $credit report scam! I reject the claim that "customer satisfaction is our priority"Clearly this is a membership scam and I am thoroughly dissatisfied with the service beyond the value of the initial $It is hypocritical to refer to the web site disclaimer as cause to refuse a refund particularly when my claim is that IT IS NOT MADE CLEAR TO THE CUSTOMER AT THE TIME OF PURCHASE THAT THEY ARE ACTUALLY ENROLLING IN AN AUTOMATIC MEMBERSHIP AGREEMENTI am alleging that it sia actually their intent to mislead at this point on the process and they have not addressed that area of concern.I am shocked and awed that a company as large as Experian relies on such deceptive tactics to acquire such a large portion of their revenueIt's disturbing to say the least, and I do not wish to personally contribute to this ongoing scamI again request a full refundIn fact, the "courtesy" refund already granted for the second month is practically an admission to their deceptive practiceThis is an outrage in that Experian realizes that they have to make some concessions to maintain this deceptive practice yet decides to keep some of the revenue even though it is acquired in an unethical manner.
Regards,
*** ***

We appreciate your feedback and have noted your concerns. After conducting an additional review, our decision remains the samePlease refer to our previous response for further explanationWe appreciate your patience in the matter

Thank you for the opportunity to clarify the $charged at the time of your enrollment
Our records indicate that on 4/18/you ordered an Experian(R) credit report from CreditReport.comTM which enrolls you into the 7-day trial of our monitoring productAlso in reviewing your customer file
it appears you purchased and viewed your bureau credit report on May 25,
At enrollment, you entered your personal information and credit card numberOn a later log on, the following disclosure is displayed on the bureau credit report order page:
PAYMENT INFORMATION
Note: Your credit card will be charged $39.95, plus any applicable sales tax, once your identity has been confirmed and your report is ready to viewIf, for any reason, we are unable to provide you with this report, we will not charge your credit cardPlease note this transaction is non-refundable
We have issued a credit for $on May 27, When we issue a credit it can take from - business days for them to post the funds to your accountIt 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 fundsSince 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 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

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM Our records indicate that you enrolled on April 15, 2010. On March 29, 2015, the benefits of the membership were upgraded. Notifications were sent regarding this
change. Your membership cancelled on February 24, due to your credit card declining the charges 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 apologize for any inconvenience our hold times caused you We appreciate the time you took to send us your comments and will take this feedback into consideration as we continue to improve

We are sorry to read of your dissatisfaction with our responseIn an effort to outline our final position on the matter, we can advise the following:
Since you are indicating that the issuing bank has cancelled the card number associated with this order, we recommend that you contact them as it relates to this transaction
A refund in the amount of $was processed back to the card ending in *** on April 4, The refunded amount can be verified by contacting the bank and providing the *** *** *** *** ***
We apologize for any inconvenience or misunderstanding, and 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 ordered a credit report along with a membership in Experian Credit TrackerSM on January 2, A Welcome email notification was sent to the email address
you provided at the time of enrollment 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 February 1, 2015, and on or about the 1st of each following month We received notification from you to cancel the membership on July 5, A refund of $was issued at the time of cancellation.Our website describes the offer and the order form details the terms and conditions of the offer, including the introductory price of $for the first month and continued billing of $for each month thereafter unless and until the customer notifies us of their wish to cancelThe customer agrees to these terms when submitting their order.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 $for your first month of access, then just $each additional monthCancel 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 TrackerSMYour credit card will be charged an introductory rate of $for the first month of your membershipAfter the first month, you will be charged $for each month you continue your membershipIf 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. Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $on July 8, Please allow - business days for these funds to process to your credit card account.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 ***, 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 for writing and expressing your concern regarding your membership with Experian Credit TrackerSM
Our records indicate that you ordered a one dollar credit report along with trial membershipThe 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 January 22, and on or about the 22nd of each subsequent monthWe received notification from you to cancel the membership on July 11,
A Welcome email notification was sent to the email address you provided at the time of enrollment
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 cancelThe consumer agrees to these terms when submitting their order
Customer satisfaction is our priority, as a courtesy we have issued a refund of $on July 14, Please allow - business days for these funds to process to your credit card account
We apologize for any misunderstanding or inconvenienceAs 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 lawsTo submit a request under the FCRA via Experian(R), please call 1-888-397-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 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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
It would appear that the last response I sent was not even readWhether affiliated with the company that used your service to check my credit or not, this issue is still YOUR responsibility
Regards,
*** ***

Thank you for informing us of your recent experience with CreditCheck(R) Total.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 CreditCheck(R) Total was ordered on November 30, utilizing an American Express card with the last four digits 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 December 10, and on or around the 10th of each subsequent month.Additionally, our records show that you contacted CIC on February 13, and stated that you are the holder of the American Express 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 $on February 16, Please allow - business days for these funds to process to your credit card account We hope the above information is helpful to you in considering this matter

Thank you for 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
Our records indicate that you
enrolled with Freecreditreport.com(R) on April 27, We were unable to assess the monthly membership fees for January 27, 2014, through April 28, at which time the membership was terminatedThese attempts were made to the MasterCards ending in and
Our records further indicate that you re-instated your Freecreditreport.com(R) membership on May 8, 2014, utilizing the MasterCard ending in 7155. A welcome email notification was sent to the email address you provided at the time of re-enrollment
You contacted our call center on July 24, 2014, and reported that the new membership package does not include the quarterly three-bureau reports feature
In response we recommended the product CreditReport.comTM which offers the same features that you currently enjoy with your Freecreditreport.com(R) membership in addition to a complimentary monthly three-bureau report (Experian(R), Equifax(R), Transunion(R))
Please note that Experian Consumer Services reserves the right to add or remove features as part of the continued effort to be responsive to consumer demands in the marketplace
In recognition of the dissatisfaction/inconvenience that this issue may have caused, we have done the following:
Issued as a courtesy refund of $back to the most recent card on file on May 8, Please be aware that refunds normally take 7-business days to process to your card accountIt is also important to note that this refund may not be reflected on your card statement for 1-billing cycles
Provided a complimentary three-bureau credit report which you have viewed online on July 24,
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 would also like to let you know that you have the right to receive a free copy of your credit report once every months from each of the three nationwide Credit Reporting AgenciesTo request your free annual report under that law, you may visit www.annualcreditreport.com
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 ***, 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 for the opportunity to respond to your concerns.We apologize for any misunderstanding We do not have a record of a cancellation request prior to July 10, 2017.As a courtesy, we have issued an additional refund of $to you on August 4, 2017, making your total refund amount $ Please allow 3-business days for the additional refund to process to your account We will be unable to issue any further refunds of the membership fees.On August 2, 2017, our representative called to offer assistance with locating the refunds that were issued and left you a voicemail with her contact information For further assistance, please reach out to her.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 FreeCreditScore.comTM
Our records indicate that you enrolled with FreeCreditScore.comTM on December 1, 2014, and followed by a request to cancel the membership on January 12,
Customer satisfaction is our
priority, as a courtesy we have issued a refund of $plus $sales tax for a total of $on January 13, Please allow - business days for these funds to process to your credit card accountIt is also important to note that this refund should appear on your next billing statement
At this time we would like to express our regret that your experience with FreeCreditScore.comTM may not have met your expectation or our standard of excellenceWe feel it is important to keep the consumer informed regarding the ordering processOur website displays the following disclosure at sign up:
IMPORTANT INFORMATION
When you order your free credit score here, you will begin your 7-day trial membership in freecreditscore.comIf you don't cancel your membership within the 7-day trial period*, you will be billed $for each month that you continue your membershipYou may cancel your trial membership anytime within the trial period without charge
Please be advised that the price disclosed when you subscribed was $
We appreciate the time you took to send us your comments and suggestionsWe value the input from our customers, and assure you we will give serious consideration to the issues you presented to usIt 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 ***, 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 kind and diligent attention to this matter.
Regards,
*** ***

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 February 7, 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 February 16, 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 March 16, You will continue to have access to your Experian(R) credit report and FICO(R) Score once every 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 discontinueThe consumer agrees to these terms when submitting their order. We have, as a courtesy, issued a refund totaling $on February 27, Please allow - 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 processOur website displays the following disclosure on our product landing page:IMPORTANT INFORMATIONWhen you order your $Credit report and FICO(R) Score 8, you will begin your 7-day trial membership in Experian CreditWorksSMIf you don’t cancel your membership within the 7-day trial period*, you will be billed $for each month that you continue your membershipYou may easily cancel your trial membership online anytime within the trial period without charge.Under Federal law, you have the right to receive a free copy of your credit report once every 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 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 CreditWorksSM Our records indicate that you ordered a one dollar credit report along with a trial membership on January 27, 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 February 4, 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 March 4, You will continue to have access to your Experian(R) credit report and FICO(R) Score once every 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 $on February 8, Please allow - 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 processOur website displays the following disclosure on our product landing page:IMPORTANT INFORMATIONWhen you order your $Credit report and FICO(R) Score 8, you will begin your 7-day trial membership in Experian CreditWorksSMIf you don’t cancel your membership within the 7-day trial period*, you will be billed $for each month that you continue your membershipYou may easily cancel your trial membership online anytime within the trial period without charge.We apologize for any misunderstanding or inconvenience As a consumer you are indeed entitled to dispute inaccurate information on your credit reportHowever this complaint is handled in a different Experian(R) office and we have forwarded your correspondence to the following division for review and response.Experian(R)P.OBox 9701Allen, TX 75013Toll Free Telephone Number: 888-397-3742Because we are unable to assist with this issue, it is recommended that you contact Experian(R) directly.Thank you for allowing me to assist you in 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 27, 2015, and followed by a request to cancel the membership on May 7, A welcome email notification was
sent to the email address you provided at the time of enrollment
Also in reviewing your customer file it appears you purchased and viewed your bureau credit report on April 27, At enrollment, you entered your personal information and credit card numberAfter enrollment the following disclosure is displayed on the bureau credit report order page:
PAYMENT INFORMATION
Note: Your credit card will be charged $once your identity has been confirmed and your report is ready to viewIf, for any reason, we are unable to provide you with this report, we will not charge your credit cardPlease note this transaction is non-refundable
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 excellenceWe feel it is important to keep the consumer informed regarding the ordering processOur website displays the following disclosure at sign up:
IMPORTANT INFORMATION:
When you order your $Credit Report & FICO(R) Score, you will begin your day trial membership in Experian Credit TrackerSMIf you don't cancel your membership within the day trial period*, you will be billed $for each month that you continue your membershipYou may cancel your trial membership anytime within the trial period without charge
Customer satisfaction is our priority, as a courtesy we have issued a refund of $on May 14, Please allow - business days for these funds to process to your credit card accountIt is also important to note that this refund should appear on your next credit card statement
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation

Thank you for writing and expressing your concern regarding your membership with Freecreditreport.com(R)
Our records indicate that you enrolled with Freecreditreport.com(R) on September 8, 2014, and followed by a request to cancel the membership on November 19,
Customer satisfaction is
our priority, as a courtesy we have issued a refund of $Please allow 7-business days for these funds to process to your credit card accountIt is also important to note that this refund may not be reflected on your credit card statement for 1-billing cycles
At this time we would like to express our regret that your experience with Freecreditreport.com(R) may not have met your expectation or our standard of excellenceWe feel it is important to keep the consumer informed regarding the ordering processOur website displays the following disclosure at sign up:
*IMPORTANT INFORMATION
When you order your $Credit Report and FREE Score here, you will begin your 7-day trial membership in freecreditreport.com(R) If you don't cancel your membership within the 7-day trial period**, you will be billed $for each month that you continue your membershipYou may cancel your trial membership anytime within the trial period without chargeClick here to access your free annual credit report available under federal law
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 CreditWorksSM PremiumOur representative reached out to you on December 12, and spoke with you regarding your membership concerns. At this time, you indicated that the issue had been resolvedAs
a courtesy an additional refund was issued on December 11, 2017, in the amount of $Please allow - business days for these funds to process to your credit card account. We apologize for any inconvenience our hold times caused you We appreciate the time you took to send us your comments and will take this feedback into consideration as we continue to improveWe hope the above information is helpful to you in considering this matter