Experian Consumer Services

Thank you for writing and expressing your concern regarding your membership with Experian IdentityWorksSM Premium.   Our records indicate that you ordered your membership on January 31, 2018.  Your membership was changed to Experian CreditWorksSM Basic on February 7, 2018.  On April...

5, 2018 your membership changed to no benefits.  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 discontinue. The consumer agrees to these terms when submitting their order. We have, as a courtesy, issued a refund totaling $19.99 on March 6, 2018 and $19.99 on April 5, 2018.  Please allow 3 - 5 business days for these funds to process to the credit card account.

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.Nevertheless, I have concerns regarding the near-impossibility of Experian to enable members to cancel their membership.  Their call-in line to a representative is always busy, and one is kept on hold with a recording each time in excess of 15 minutes before giving up, and hanging up.  I tried calling no less than 13 times over several days to cancel and encountered this problem with each phone call.  Their automated system doesn't work, which forces one to speak with a "specialist," that never comes line.  This seems systematic to me to discourage anyone from cancelling.  I seriously doubt that I am the first to complain about such a lack or professionalism, nor will I be the last. 
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM.   Our records indicate that you ordered a free credit report through our CreditWorksSM Basic program on April 19, 2016.  On June 25, 2016 you updated the membership to our paid...

CreditWorksSM membership.  The updated membership charged **.00 on June 25, 2017 and after a 7-day trial period, you were billed [redacted] on July 4, 2016 and on the 4th of each month until January 4, 2017.  The paid benefits ended on April 3, 2017 and you currently have a free active CreditWorksSM Basic membership.  This membership allows you to pull your Experian(R) Credit Report once every 30 days, monitors your Experian(R) credit report and FICO(R) 8 Score powered by Experian(R) data. Our records also indicate you have utilized a number of benefits including the ability to pull credit reports.  There were a total of thirty-two reports ordered with some of the dates as follows: April 19, 2016, August 6 and 20, 2016, September 3 and 17, 2016, January 7 and 21, 2017, June 12 and 26, 2017 and July 10 and 24, 2017. 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 [redacted] on August 4, 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 INFORMATION When you order your ** 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 [redacted] 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.

Thank you for writing and expressing your concern regarding your membership with [redacted]Total.
Our records indicate that you enrolled with [redacted]Total on June 20, 2015, and followed by a request to cancel the membership on July 2, 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 $29.95 on July 8, 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 [redacted]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 product landing page:
IMPORTANT INFORMATION
When you order your $1 3-Bureau Credit Report & FICO® Scores, you will begin your 7-day trial membership in CreditCheck® Total. 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.
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 Freecreditreport.com (R).
Our records indicate that you enrolled with Freecreditreport.com (R) on June 13, 2014, and followed by a request to cancel the membership on October 7, 2014.  
Customer satisfaction...

is our priority, as a courtesy we have issued a refund of $51.96 on October 14, 2014.  Please allow 7-10 business days for these funds to process to your credit card account.  It is also important to note that this refund may not be reflected on your credit card statement for 1-2 billing cycles.
At this time we would like to express our regret that 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.  Upon date of enrollment, the following disclosure was displayed on our website:
IMPORTANT INFORMATION
When you order your 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 $12.99 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
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 Basic. Our records indicate that you enrolled successfully on March 27, 2018. Our representative reached out to you on March 27, 2018 and April 3, 2018 and left you a detailed voice mail that...

includes our representative’s direct phone number. Please feel free to reach out to that representative if you have any questions or concerns in the future.

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 September 6, 2015, and followed by a request to cancel the membership on September 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 $21.95 on September 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.
Credit score calculated based on FICO Score 8 model. Your lender or insurer may use a different FICO Score than FICO Score 8, or another type of credit score altogether. Learn More.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with [redacted](R) Total.Our records indicate that you enrolled with [redacted](R) Total on December 21, 2017.  The membership was not canceled within the trial period; and the card on file was billed our monthly...

membership fee on December 31, 2017.  On January 3, 2018, the membership was canceled and a refund was issued to you in the amount of $29.95.  Please allow 3-5 business days for the funds to process to your 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 improve.  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for contacting us.
After reviewing your account our records indicate that [redacted] enrolled with CreditCheck(R) Total on October 4, 2015. On December 7, 2015 [redacted] contacted us to cancel the membership. In accordance with our published refund...

policy, a refund of $29.95 was issued at that time.
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 3-Bureau Credit Report & FICO® Scores, you will begin your 7-day trial membership in CreditCheck® Total. 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.
As a courtesy, we have issued a refund of 1 month of monthly membership fees of $29.95 for a total of $59.90. 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.

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 CreditCheck(R) Total. Our records show that you contacted us to cancel your membership on February 2, 2018. However, the membership was not canceled. At the time of the cancellation request, a one month courtesy refund...

was issued for $29.95.  In response to this complaint, on March 9, 2018, the membership was canceled effective immediately. Customer satisfaction is our priority, we have issued an additional refund of $29.95 on March 9, 2018.  Please allow 3 - 5 business days for these funds to process to your credit card account.  We appreciate the time you took to send us your comments and suggestions.  We value the input from our customers, and assure you we will give serious consideration to the issues you presented to us.  It is through information provided by customers such as you that we are able to improve our products and memberships. We 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.
I tried a number of times to call and email Experian prior to being billed. I waited over an hour each time and no one responded to my email. Therefore, the so called courtesy voucher was not a courtesy at all. In addition, after the so called courtesy refund was applied to my account, Experian took it right back out of my account. I have attached a screen shot of the actions of my account as proof.
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with Experian IdentityWorksSM.  Our records indicate that you are currently enrolled in Experian IdentityWorksSM as of July 10, 2017. Your FICO(R) Score is calculated based on the data in your credit report at the time...

you request your credit report and score. Every time you request a new score, a new credit report is pulled and your new score is calculated based on the information in your credit report, up to once a day. Be aware, your credit report may change often. Differences in your score may be due to a change in balance on one or more of your credit cards, payment updates, or the addition of new accounts. Even the fact that your account(s) is one month older can affect your score. If there are inaccuracies on your credit report, these could also be affecting your score and should be disputed directly with the credit-reporting agency providing that information. In general, there are many factors that can affect an individual’s credit score, such as payment history, current debt, available credit to debt ratio, etc. Filing a dispute does not have an effect on your credit score.  The actual scoring model and its calculations are proprietary to Fair Isaac Corporation. Credit scores are usually calculated based on the combination of all the credit factors in your credit report. Your credit score is not based solely on one single item or behavior. So although you may have done something that you think should have changed your score, the FICO(R) Score actually looks at how this information combines with other information in your credit report and how, if any, this changes your credit score. Your score may go up, down, or remain constant depending on each factor as well as a unique combination of factors. 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 on January 15, 2015.  Your membership was cancelled on April 9, 2018.  Customer satisfaction is our priority, as a courtesy we have issued a...

refund of $107.94 on April 9, 2018.  Please allow 3 - 5 business days for these funds to process to your credit card account.  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.

Thank you for informing us of your recent experience with Experian CreditWorksSM.  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 CreditWorksSM, was ordered on March 17, 2017, utilizing a [redacted] with the last four digits [redacted].  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 March 25, 2017 and on or around the 25th of each subsequent month. Additionally, our records show that you contacted CIC on August 1, 2017, and stated that you are the holder of the [redacted], 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. 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 for $88.80 on August 24, 2017. Furthermore, we issued an additional refund of $21.95 on August 25, 2017 for a total amount of $110.75. Please allow 3 - 5 business days from the day refunded 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 writing and expressing your concern regarding your membership with CreditCheck(R) Total. Our records indicate that you enrolled with CreditCheck(R) Total on September 9, 2017. We also show that on September 17, 2017, you contacted us to cancel your membership, which was within your...

one-dollar trial. 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 strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for the opportunity to respond to your concerns regarding your membership with Experian Credit TrackerSM.Our records indicate that you enrolled with Experian Credit TrackerSM on January 21, 2018.  On January 26, 2018, your membership was canceled per your request.We apologize for any...

inconvenience our hold times caused you.  We appreciate the time you took to send us your comments and will consider this feedback as we continue to improve.  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for the opportunity to respond to your concerns.  Per your request, your membership has been canceled.We hope the above information is helpful to you in considering this matter.  If we may be of further assistance, please do not hesitate to reach out.

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 March 7, 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 March 15, 2017, and on or around the 15th of each following month.  A welcome email notification was sent to the email address you provided at the time of enrollment.  On August 6, 2017, the benefits of the membership were upgraded to Experian CreditWorksSM Premium and the monthly price increased from $21.95 to $24.99.  Notifications were sent to you regarding this change.  In response to your complaint, the membership was canceled on February 22, 2018.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.  As a courtesy, we have issued a refund totaling $74.97 on February 22, 2018.  Please allow 3 - 5 business days for these funds to process to the 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 consider this feedback as we continue to improve.  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for expressing your concerns.  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:Full credit card number being billedBank statement indicating card being billedFull name associated with the membershipFull email or phone number associated with the membership Please fax any supporting documents to (885) 829-9851 ATTN: Consumer Relations Group (Complaint ID: [redacted]) Or, you can mail to: PO Box 2390Allen, TX 75013 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. Thank you for your understanding and cooperation.