Experian Consumer Services

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 May 2, 2017.  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 June 10, 2017, and on or about the 10th of each following month.  On August 6, 2017, the membership was upgraded from Experian CreditWorksSM to Experian CreditWorksSM Premium and the monthly price increased from $21.95 to $24.99.  Notifications were sent regarding this change.  Our records further indicate that during the enrollment period, multiple Experian(R) reports and FICO(R) Scores were ordered through the membership, including on May 29, 2017, July 24, 2017, September 25, 2017, and October 9, 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 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 have, as a courtesy, issued a refund totaling $24.99 on October 27, 2017.  Please allow 3 - 5 business days for these funds to process to the credit card account.  The membership has also been canceled per your request.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 www.freecreditscore.com on November 6, 2012, and on May 10, 2015, your membership was upgraded to Experian Credit TrackerSM. A welcome email...

notification was sent to the email address you provided at the time of enrollment.  On June 13, 2013, the monthly price of the membership increased from $14.99 to $17.99.  Our records indicate that you contacted our Customer Care team on two occasions regarding the membership, most recently on September 18, 2014.  On this date, you agreed to keep the membership for a discounted rate of $4.50 per month.  This discount offer was for a period of five years.  It is our policy to disclose the terms of the discount period to our customers both verbally and in writing.  We do not have a record of any contact from you regarding the membership after this date.Customer satisfaction is our priority; as a courtesy we have issued a refund for three months of membership fees, a total of $13.50, on October 1, 2017.  Please allow 3 - 5 business days for these funds to process to your credit card account.  The membership was also canceled, effective October 1, 2017.We apologize for any inconvenience you may have experienced while trying to cancel your membership.  We appreciate the time you took to send us your comments and will take this feedback into consideration as we continue to improve.At this time, we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  Our website describes the offer and the order form details the terms and conditions of the offer, including billing at the end of the trial and monthly thereafter unless and until the customer notifies us of their wish to cancel.  The customer agrees to these terms when submitting their order.We 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 Premium.  We have received your request to cancel your Experian CreditWorksSM Premium membership and have canceled your membership effective March 15, 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.   We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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 the opportunity to respond to your concerns.Our records indicate that you enrolled in our free membership, Experian CreditWorksSM Basic, on December 20, 2016.  In response to your complaint, the membership was canceled on March 31, 2018.  We are unable to locate the...

referenced charges.  We are in need of additional information to research the charges.  Please provide the full credit or debit card being billed and a copy of the bank statement or credit card statement showing the charges from our company.  You may submit this information to us via mail at [redacted] Attn: Experian Consumer Affairs.  You may also fax to [redacted].  Please include your Revdex.com reference number [redacted].  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.

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 charge has been formally disputed through my credit card company.  According to this process they have PROVISIONALLY reversed the charge pending dispute resolution through VISA's credit card charge dispute process.  Experian needs to resolve the charge through this process to ensure complete resolution -- only upon complete resolution will a permanent credit will be made to my credit card account for the disputed charge. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.Our records indicate that you enrolled with Experian Credit TrackerSM on July 16, 2015.  A welcome email notification was sent to you at the email address you provided at the time of your...

enrollment.  On July 27, 2016, the benefits of the membership were upgraded and the monthly price increased from $21.95 to $24.99.  Notifications were sent regarding this change.  In response to your complaint, your membership was canceled on January 8, 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.  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 your membership was cancelled on March 5, 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.   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 CreditCheck(R) Total. In reviewing our records, they indicate that you enrolled with CreditCheck(R) Total on January 26, 2016.  We also show that on March 1, 2016 you contacted us to cancel your membership and...

agreed to maintain the membership in response to our retention efforts, in this case 50% off for 12 months. The discounted rate expired on March 5, 2017.  Furthermore, in response to this complaint, on November 2, 2017 the membership was canceled effective immediately. We apologize for any inconvenience or misunderstanding because of our offers.  As a courtesy, we have issued a refund of $119.76 on November 2, 2017.  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 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.  The business has issued the refund I requested, and this refund has posted to my credit card account. At this time, I consider this complaint resolved.
Regards,
[redacted]

See Attached.

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 6, 2018.  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 17, 2018.  A welcome email notification was sent to the email address you provided at the time of enrollment. Per your request, your membership has ended effective March 30, 2018.  As a courtesy, you were issued a refund totaling $21.95 on March 19, 2018.  It is important to note that in addition to our Customer Care center and mobile application, Experian CreditWorksSM members have the option of cancelling their membership conveniently online. 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 [redacted](**).  We understand how upsetting a potential credit card fraud situation can be.[redacted]. (“CIC”) is an affiliated company of Experian(R), the credit reporting agency, and in that capacity provides...

consumers with credit monitoring services and internet access to their personal credit reports.Our records indicate that multiple complimentary Experian(R) credit score along with trial memberships in [redacted] were ordered utilizing a [redacted] Card ending with [redacted] and [redacted] Card ending with [redacted]. Since the complimentary trial memberships were not cancelled in accordance with the published terms of our offer, the card provided was charged our monthly membership fee.Our records also show that you contacted CIC on January 5, 2015, and stated that you are the holder of the [redacted] card, did not open the account in question and believed that the order was fraudulently placed with us by a third party utilizing your card.  In response, CIC cancelled the memberships.Additionally, our records further show that on April 11, 2015 we issued a refund in the amount of $738.35 to the [redacted] Card ending in [redacted].Based on this complaint and to ensure your satisfaction, we have issued an additional refund of $693.45 to the [redacted] Card ending in [redacted] on April 23, 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 apologize for any inconvenience or misunderstanding and hope the above information is helpful to you in considering this matter.

We apologize for any misunderstanding or inconvenience. If you believe that a third party fraudulently placed the order with us, we encourage you to file a police report regarding credit card fraud and to watch your accounts carefully in case of other fraudulent use. Your card issuer contacted us and requested funds on your behalf.  In response, we issued funds to your card issuer in the amount of $59.90 on February 2, 2018, and an additional $29.95 on February 3, 2018.  Please contact your financial institution for more information about these funds.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 with Experian Credit TrackerSM on September 6, 2014 and followed by a request to cancel the membership on October 9, 2014. 
Customer...

satisfaction is our priority, as a courtesy we have issued a refund of $14.95 on October 10, 2014.  Please allow 7-10 business days for these funds to process to your credit card account.  It is also important to note that this refund may not be reflected on your credit card statement for 1-2 billing cycles.
At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  The below disclosure is displayed on the main page:
IMPORTANT INFORMATION:
When you order your credit report and score here, you will begin your membership in Experian Credit TrackerSM. Your credit card will be charged an introductory rate of $4.95 for the first month of your membership. After the first month, you will be charged $14.95 for each month that you continue your membership. If you are not satisfied, you can cancel by contacting us at any time to discontinue the membership and stop the monthly billing; however, you will not be eligible for a pro-rated refund of your current month's paid membership fee.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM. Our records indicate that you enrolled with Experian Credit TrackerSM on May 31, 2015, and followed by a request to cancel the membership on June 12, 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 $24.95 to the card on file on June 15, 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 and FICO® 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. 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.
At 10:00 this morning, Friday May 13, I received a call from [redacted] Experian that said they have agreed to reimburse me the entire amount, not just part of it. I just want to remind you again that I did not ever sign up for Experian, my debit card was fraudulently used to sign up for this service for 4 years, so I expect to be reimbursed this entire amount just as you told me today I would.
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on August 7, 2015, and followed by a request to cancel the membership on August 26, 2015. Email notifications were sent...

to the email address you provided at the time of enrollment.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95 on August 28, 2015. Please allow 3 - 5 business days for these funds to process to your credit card account. It is also important to note that this refund should appear on your next credit card statement.
At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence. We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure on our product landing page:
IMPORTANT INFORMATION:
When you order your $1 Credit Report & FICO® Score, you will begin your 7 day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7 day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for informing us of your recent experience with [redacted](R) Total.  [redacted](R) Total 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 [redacted](R) Total on October 23, 2014, and followed by a request to cancel the membership on March 2, 2015. At time of cancellation, a refund was processed in the amount of $119.80.At this time we would like to express our regret that your experience with [redacted](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 at sign up:IMPORTANT INFORMATION:When you order your $1 Credit Reports and Scores here, you will begin your 7-day trial membership in [redacted](R) 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 hope the above information is helpful to you in considering this matter.