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 April 22, 2015, and followed by a request to cancel the membership on May 7, 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 plus $1.95 sales tax for a total of $23.90 on May 13, 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:
PAYMENT INFORMATION
When you order your $1 Credit Report and FICO Score here, you will begin your 7-day trial membership in Experian Credit TrackerSM. You may cancel your trial membership at any time within 7 days without charge. If you decide not to cancel, your membership will continue and you will be billed for just $21.95 plus $1.95 sales tax for a total of $23.90/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 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 [redacted].
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 access to your credit report.Our records indicate that you enrolled with Experian CreditWorks(SM) Basic on July 30, 2016.On December 1, 2016, our representative contacted you regarding the issues you are having.  She also followed up via email with her contact information for any further assistance needed.Additionally, we forwarded your correspondence to the following division for review and response.Experian(R)P.O. Box 9701Allen, TX 75013Toll Free Telephone Number: 888-397-3742We apologize for any misunderstanding or inconvenience.  If we can help further, please do not hesitate to contact us.  Thank you.

Thank you for writing and expressing your concern regarding your membership with Experian IdentityWorksSM Premium.  Our records indicate that you ordered a 30-day trial membership on July 11, 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 August 12, 2017 and on or around the 12th of each subsequent month. A welcome email notification was sent to the email address you provided at the time of enrollment. In response to this complaint, on September 21, 2017 the membership was completely canceled, effective immediately. 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 $21.71 on September 21, 2017.  Please allow 3 - 5 business days for these funds to process to the credit card account. Our records further indicate that as of September 22, 2017, the issuer of your credit card has accepted the fees, an amount totaling $21.71. We are therefore unable to refund the monies directly to you, as your credit card issuer has received the refund for you. Please contact your credit card issuer for more details regarding this matter. At this time we would like to express our regret that your experience with Experian IdentityWorksSM Premium 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 A credit card is required to start your free 30-day trial membership† in Experian IdentityWorks PremiumSM. You may cancel your trial membership at any time within 30 days without charge. If you decide not to cancel, your membership will continue and you will be billed $19.99 for each month that you continue your membership. You may easily cancel your trial membership online anytime within the trial period without charge. Please be advised that the price disclosed when you subscribed was $19.99 plus $1.72 plus tax for a total of $21.71. 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.Our records indicate that you enrolled with CreditCheck(R) Total on July 26, 2017.  We apologize for any inconvenience our hold times caused you.  In response to this complaint, the...

membership was canceled on October 12, 2017.  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 informing us of your recent experience.  We understand how upsetting a potential credit card fraud situation can be. 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: a.       Full credit card number being billed b.       Bank statement indicating card being billed c.       Member ID Please fax any supporting documents to:  (885) 829-9851 ATTN: Experian Consumer Affairs (Complaint ID: [redacted]) Or, you can mail to: PO Box 2390 Allen, 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. Additionally, 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. Thank you for your understanding and cooperation.

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 did receive a refund from Experian and I would like to thank you :-)
[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 January 14, 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 plus $1.37 sales tax for a total of $23.32 on January 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.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 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.  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 January 28, 2016, utilizing a Visa with the last four digits 6833.  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 February 5, 2016 and on or around the 5th of each subsequent month.Additionally, our records show that you contacted CIC on August 8, 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. 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 $157.69 on August 25, 2016.  Please allow 3 - 5 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 writing and expressing your concern regarding your membership with Experian Credit TrackerSM. In reviewing our records, they indicate that you enrolled with Experian Credit TrackerSM on March 14, 2010.  We also show that on March 16, 2015 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 24 months. The discounted rate expired on March 23, 2017.  Additionally, you contacted us to cancel the membership on November 6, 2017. At the time of cancellation, a one month courtesy refund was issued for $16.95. Please allow 3 - 5 business days for these funds to process to your credit card account.  We apologize for any inconvenience or misunderstanding because of our offers.  As a courtesy, we have issued an additional refund of $118.65 on November 10, 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.

Thank you for writing and expressing your concern regarding your membership with CreditReport.comTM.Our records indicate that you enrolled with CreditReport.comTM on November 4, 2014, and on April 19, 2015, your membership with CreditReport.comTM was upgraded to Experian Credit TrackerSM. A welcome...

email notification was sent to the email address you provided at the time of enrollment.Our records also indicate that we received a request to cancel the membership on March 13, 2016.   At time of cancellation, a one month courtesy refund was processed in the amount of $29.95.Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $329.45 on April 27, 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 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.Please be advised that the price disclosed when you subscribed was $29.95.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 CreditWorksSM. Our representative reached out to you on October 19, 2017 and spoke with you regarding your membership concerns.  At this time, you indicated that the issue had been resolved and a courtesy...

refund was issued totaling $66.92. Please allow 3 - 5 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.

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. I also wish to emphasize in response to the message I recieved from you that I was not granted access to those "services" you say you supplied me during my 2 months of service I was never allowed passed the "there's an issue with your credit card" screen when there obviously wasn't a problem with my credit card which is also what lead me to believe that my subscription was cancelled just for your information.
Regards,
[redacted]

Revdex.com:
The business' handling of this situation was unsatisfactory from start to finish. There was no excuse for me to have had to go through two months of hours upon hours of phone calls and emails to try and resolve this issue, and to date no one there can understand how or why it happened. The end result was one of pure chance and luck. But it's over so...fine... 
Regards,
[redacted]

Thank you for writing and expressing your concern regarding the memberships with Experian CreditWorksSM.  Our records indicate that one dollar credit reports along with trial memberships were ordered on October 7, 2016.  Both paid memberships were canceled within the trial period. Both...

memberships now include refreshes of the Experian(R) credit reports and FICO(R) Scores once every 30 days, at no charge. Also in reviewing your customer file it appears 3 bureau credit reports were purchased on October 7, 2016 for both memberships.At enrollment, personal information and credit card numbers were entered. After enrollment the following disclosure is displayed on the 3 bureau credit report order page:PAYMENT INFORMATIONNote: Your credit card will be charged $39.95 once your identity has been confirmed and your report is ready to view.  If, for any reason, we are unable to provide you with this report, we will not charge your credit card. Please note this transaction is non-refundable.We issued refunds for both accounts, a total of $79.90, on October 11, 2016. 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.
Good Morning,I received a message that my complaint had been closed because I did not respond, but I had an issue with my email and I would like the complaint reopened because although the company stated that they would provide me with a refund, they never did.Please advise as to how I should proceed.Complaint #: [redacted]Best,[redacted]

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.While I agree that I accepted a $1.00 charge, I did not understand or accept a monthly fee  to be charged to me through my credit card. The $1.00 was to be charged to my card that is all. I request that all but the $1.00 charge be returned to me. This was a deceptive scam by Experian. 
Regards,
[redacted]

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 22, 2017 and that the membership was changed to paid at a later...

time.    Your paid benefits have been cancelled as of August 24, 2017 but you retain the option of ordering your Experian(R) Credit Report and score every 30 days at no cost 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 $24.99 on August 24, 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.

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]

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 March 19, 2015, and followed by a request to cancel the membership on April 5, 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 April 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 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(R) 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.