Experian Consumer Services

Thank you for the opportunity to respond to your concerns regarding your membership with CreditCheck(R) Total.  Our records indicate that you enrolled with CreditCheck(R) Total on November 28, 2017.  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.  Per your request, your membership has been canceled.  You will not be billed after your trial period ends. 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 you contacted us on March 5, 2018, and your membership was cancelled.  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.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.  In response to your complaint, we canceled your...

Experian CreditWorksSM Basic membership on March 22, 2018.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.  Our records indicate that you are a returning member and ordered a one-dollar credit report and Experian CreditWorksSM Basic membership on July 27, 2017.  Our records also indicate...

that on August 14, 2017 while online you upgraded the free membership to Experian CreditWorksSM Premium.  This paid 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 September 17 and October 17, 2017.  A welcome email notification was sent to the email address you provided at the time of enrollment. Per your request, your paid benefits have ceased, effective October 19, 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. After reviewing your report usage and returning member status, we have as a courtesy, issued a refund totaling $19.99 on October 19, 2017.  Please allow 3 - 5 business days for these funds to process to the credit card account. 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.Our records indicate that your membership billed our initial dollar charge on January 29, 2018.  Monthly membership fees were billed on February 8, 2018, and March 8, 2018.  Refunds have been issued for both charges.  One refund was issued on March 9, 2018 for $31.82, and an additional refund of $31.82 was issued on March 16, 2018.Our records indicate that the additional membership billed the initial dollar charge on February 5, 2018.  On February 15, 2018, it billed our monthly membership fee of $31.82.  This charge was refunded on March 9, 2018.We apologize for any misunderstanding or inconvenience; however, we are unable to locate any additional charges.  In order to conduct a review, we are in need of further information.  Please submit the full card number being billed and a credit card or bank statement showing the additional charges to Experian Consumer Affairs at PO Box 2390, Allen, TX, 75013.  You may also send via fax to 855-829-9851.Our customers are important to us and we look forward to hearing from you.

Thank you for the opportunity to respond to your concerns. Our records indicate that you enrolled with Experian CreditWorksSM Plus on September 23, 2017. In response to this complaint, we canceled the membership within the trial period, effective September 29, 2017. 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 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 June 20, 2011.  On December 26, 2014 and August 1, 2016, the benefits of the membership were upgraded.  Notifications were sent regarding...

this change.  Your membership was cancelled on April 10, 2018.  Customer satisfaction is our priority, as a courtesy we have issued a refund of $26.55 on April 10, 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 writing and expressing your concern regarding your membership with Experian IdentityWorksSM.  Our records indicate that you ordered a credit report along with a 30-day trial membership on August 28, 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 October 13, 2017. A welcome email notification was sent to the email address you provided at the time of enrollment. Per your request, your paid benefits will cease, effective October 19, 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 $9.99 on October 19, 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 IdentityWorksSM may not have met your expectation or our standard of excellence.  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 March 4, 2016.  A welcome email notification was sent to the email address you provided at the...

time of enrollment.  In response to this complaint, the membership was canceled on February 22, 2018.  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.  Customer satisfaction is our priority.  As a courtesy, we issued a refund to you in the amount of $24.99 on February 22, 2018.  Please allow 3-5 business days for the funds to process to your account.We hope the above information is helpful to you in considering this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
Regards,
[redacted]
Please see attachment for the dates [redacted] is refunding the the disputed amounts. Experian has agree to refund the same two dates which would defeat me getting the total amount back. I found the information on their website very deceiving, and would like a full refund. It's enough we have scam artists attacking American citizens left and right, but to also have so call reputable businesses using these underhanded tactics is unacceptable.

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM.  Our records indicate that you ordered a membership with Experian CreditWorksSM on April 4, 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 May 4, 2017, and on or about the 4th of each following month.  A welcome email notification was sent to the email address you provided at the time of enrollment.  Our records also indicate that multiple credit reports were ordered through the membership, including on May 5, 2017, June 12, 2017, August 19, 2017, and October 28, 2017.  On November 12, 2017, you contacted us and the paid benefits were discontinued.  On this date, a refund was issued to you in the amount of $24.99.  In response to this complaint, all membership benefits have been canceled. We have, as a courtesy, issued an additional refund totaling $74.97 on November 16, 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 Our website describes the offer and the order form details the terms and conditions of the offer, including billing 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 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 September 4, 2014.  On April 2, 2018, the membership was canceled a refund was issued to you...

for $28.31.  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 consider this feedback as we continue to improve.  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 is a wonderful courtesy to me and my family. However, it does not address how easy and accidental it is to sign up for their premium service, and how difficult it is for these customers, like myself, to cancel. I will wait for the business to perform the proposed refund and, if they do, will consider this complaint mostly resolved. However, I'd like to see them update their phone systems to either include directions for online cancelations, an approximate wait time, and/or offer a callback in lieu of blindly waiting.
Regards,
[redacted]

Thank you for writing and expressing your concern regarding Experian Credit TrackerSM.Our records indicate that a membership was activated with Experian Credit TrackerSM on August 21, 2017.  A welcome email notification was sent to the email address provided at the time of enrollment.  On...

March 22, 2018, the membership was canceled.   Please note that this membership has been activated and canceled multiple times in the past.  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 $96.98 on March 22, 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 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 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 the opportunity to respond to your concerns.  Our records indicate that on you enrolled in our free credit monitoring membership, Experian [redacted], on February 2, 2018.  In response to this complaint, the membership was canceled on March 14, 2018.  On...

the same day, it was reactivated per your request.On March 14, 2018, our representative reached out to you and located an additional account billing your credit card.  The membership was started with Experian [redacted] Plus on February 4, 2018.  The membership was not canceled within the trial period; consequently, your card was billed our monthly membership fees on February 13, 2018 and March 13, 2018.  On March 14, 2018, the membership was canceled. 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 consumer agrees to these terms when submitting their order.  As a courtesy, we issued a refund to you in the amount of $43.90 on March 14, 2018.  Please allow 3-5 business days for the funds to process to your account.We hope the above information is helpful to you in considering this matter.

Thank you for the opportunity to respond to your concerns.  Your membership started on September 17, 2017.  On this date, your card was billed an initial $1 fee.  The membership was not canceled within the trial period; therefore, you were billed our monthly membership fee of $21.95 on September 28, 2017, October 28, 2017, and November 28, 2017.  On December 15, 2017, a refund was issued to you in the amount of $21.95.  On December 18, 2017, an additional amount of $43.90 was collected on your behalf by your financial institution.  We are unable to issue any additional refund to you as the funds have been provided to your card issuer.  Please contact your card issuer for additional information. We appreciate the time you took to send us your comments and we will take your concerns into consideration as we continue to improve.We strive for exceptional customer service and hope we have addressed your area of concern to your satisfaction.

Thank you for the opportunity to respond to your concerns regarding Experian CreditWorksSM Plus.Our records indicate that you enrolled with Experian CreditWorksSM Plus on September 10, 2017.  On September 11, 2017, you contacted us and the paid benefits of the membership were canceled within...

the trial period. Customer satisfaction is our priority.  In response to this complaint, we canceled all membership benefits, effective September 17, 2017.  On this date a refund was also issued to you for the $1 charge.  Please allow 3-5 business days for the refund to process to your account.  No other membership fees have been billed for 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.  I hope the above information has been helpful to you in considering this matter.

Thank you for writing and expressing your concerns.Our records indicate that you are currently enrolled in our free credit monitoring membership, Experian CreditWorksSM Basic.  Our records further indicate that an account for another individual was opened on November 24, 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 February 19, 2018, and on February 24, 2018. A welcome email notification was sent to the email address provided at the time of enrollment. On March 13, 2018, the additional membership was canceled. 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 issued a refund of $19.95 on March 13, 2018, and of $39.90 on March 14, 2018.  Please allow 3 - 5 business days for these funds to process to the credit card account.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] ProtectMyID(R). Our records indicate that you enrolled with [redacted] ProtectMyID(R) on September 18, 2017.  Our representative has reached out to you about your concerns on October 4 and 5, 2017 to answer your...

questions.  The representative has left a phone number for you to contact to speak with them. We strive for exceptional customer satisfaction and if you still are in need of assistance, please reach out to our representative.