Experian Consumer Services

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM.    Our records indicate that you ordered a credit report along with a membership in Experian CreditWorksSM Premium on January 30, 2018 for the introductory price of $4.99.  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 of $24.99 on February 28, 2018.  On February 28, 2018, you also changed the membership online to our free Experian CreditWorksSM Basic.  We received notification from you to cancel the membership with this complaint and your membership has ended as of March 19, 2018.   Our website describes the offer and the order form details the terms and conditions of the offer, including the introductory price of $4.99 for the first month and continued billing of $24.99 for each month thereafter unless and until the customer notifies us of their wish to cancel. The customer agrees to these terms when submitting their order.   We have, as a courtesy, issued a refund totaling $24.99 on March 19, 2018.  Please allow 3 - 5 business days for these funds to process to the credit card account.   We are not able to delete your entire online account and profile at this time.  We are legally obligated to retain records of requests for credit reports from the credit reporting agencies, to verify permissible purpose under the Fair Credit Reporting Act.  In addition, pursuant to Federal regulatory requirements we must retain a customers’ core account information (and any and all records of customer complaints pertaining to such account) for six (6) years.  Of course, as we realize the sensitive nature of this information, we maintain this data with great care for security and respect for the customer's privacy.   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 contacting us regarding the accounts opened at CreditCheck(R) Total.
CreditCheck(R) Total does offer a one dollar 7-day trial membership in a monthly credit monitoring product. Our website fully describes the offer and the order form details the terms and conditions, including...

billing at the end of the one dollar trial and monthly thereafter unless and until the customer notifies us of their wish to cancel. This was agreed to when submitting the order. A Welcome email notification was sent to the email address you provided at the time of enrollment.
Our records indicate that you and Dazmond enrolled with CreditCheck(R) Total on March 15, 2016. The memberships were not cancelled within the one dollar 7-day trial period. Consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee of $29.95 on March 25, 2016, for each of their accounts.
On March 28, 2016, we received notification from you to cancel the memberships. As a courtesy, on March 29, 2016, we have issued a refund of the monthly membership fees of $29.95 for each account, 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.
At this time we would like to express our regret that your experience with CreditCheck(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 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.
Additionally, the statements ascribed to our customer service representative are not in accordance with our policies; we will be addressing these allegations directly with the representative, and will take the appropriate steps to prevent a reoccurrence of such events.
For your convenience, our Call Center is open Monday - Friday, 6 am – 6 pm and Saturday - Sunday 8 am – 5 pm (Pacific Time).
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 Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on May 26, 2016, and followed by a request to cancel the membership on June 8, 2016. 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 an additional refund of $21.95, on June 9, 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 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
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 $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/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, please call 1-888-397-3742. 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.

Thank you for writing and expressing your concerns regarding your memberships with Experian.  Our records indicate that you ordered credit report on our website Experian CreditWorksSM on June 19, 2017.  The free membership was cancelled on July 25, 2017. Our records also indicate that you...

ordered a one dollar credit report along with a 7-day trial membership with CreditCheck(R) Total on June 19, 2017.  This membership was cancelled on August 2, 2017. At this time we would like to express our regret that your experience with CreditCheck(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 on our product landing page: IMPORTANT INFORMATION When you order your $1 3-Bureau Credit Report & FICO(R) Scores, you will begin your 7-day trial membership in CreditCheck(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. Customer satisfaction is our priority, as a courtesy we have issued a refund of $59.90 on August 2, 2017.  Please allow 3 - 5 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.

Hello Revdex.com:
I have reviewed with my [redacted] the response made by the business in reference to complaint ID [redacted], it appears that some of the money taken from my accounts was credited back, I will consider this good and find this resolution to be satisfactory to me.  I will consider this complaint resolved and would like to Thank the Revdex.com for your assistance in this matter, I believe without it, I would have never found any closure to this situation.Thanks again for your help. 
Best 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 May 20, 2013, and followed by a request to cancel the membership on October 11, 2017.  At the time of...

cancellation, a one month courtesy refund was issued for $24.99. On July 27, 2016, the benefits of the membership were upgraded and the monthly price increased from $19.95 to $24.99.  Notifications were sent regarding this change. It is unfortunate that you had an adverse experience while dealing with Experian Credit TrackerSM.  Experian Credit TrackerSM vigilantly strives to provide the highest standards of customer care and satisfaction. Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $274.89 on October 13, 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 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 June 8, 2015, and followed by a request to cancel the membership on June 28, 2015. It appears you also purchased...

and viewed your 3 bureau credit report when you enrolled. A welcome email notification was sent to the email address you provided at the time of enrollment.
We wish to emphasize that for the duration of the membership we provided a number of benefits available to you at any time through our website, including, but not limited to, unlimited access to your credit report, as well as credit monitoring alerts which were updated daily.
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(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.
At enrollment, you entered your personal information and credit card number. After enrollment the following disclosure is displayed on the 3 bureau credit report order page:
PAYMENT INFORMATION
Note: 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.
At the time of cancellation, a courtesy refund was issued for the 3 bureau report in the amount of $43.50 ($39.95 plus $3.55 tax).
Customer satisfaction is our priority, we have issued a refund of $21.95 plus $1.95 sales tax for a total of $23.90 on June 30, 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 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 CreditReport.com.
Our records indicate that you enrolled with [redacted] on January 11, 2014, and followed by a request to cancel the membership on August 28, 2014. A refund of $29.95 was...

issued at that time. 
Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $210.65 on September 4, 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 [redacted] 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 $1 Credit Reports and FREE Scores here, you will begin your 7-day trial membership in CreditReport.com. 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 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 Tracker?. Our records indicate that you ordered a credit report along with a membership in Experian Credit Tracker?.  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 April 4, 2016.  We received notification from you to cancel the membership on August 30, 2016.  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 the introductory price of $4.95 for the first month and continued billing of $19.95 for each month thereafter unless and until the customer notifies us of their wish to cancel. The customer agrees to these terms when submitting their order. Also, on July 27, 2016 we notified you by email of a price increase to $24.99. At this time we would like to express our regret that your experience with Experian Credit Tracker? 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 $4.95 for your first month of access, then just $19.95 each additional month. Cancel 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 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 $19.95 for each month 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. Customer satisfaction is our priority, as a courtesy we have issued a refund of $89.79 on August 30, 2016.  Please allow 3 - 5 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.

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 6, 2015, and followed by a request to cancel the membership on April 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 April 16, 2015 for the membership fee. 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. Click Here to get your free annual credit report available under federal law.
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.

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'm going on the assumption that the Revdex.com wants to keep the public informed about what businesses value their customers with fair and honest practices; under that belief I reject this response from freecreditreport.com. I do not trust them and I believe the facts will make a good point:I never signed up for service with this company.After I entered my credit card number on their website, the next page reveled things about the business and agreement that I did not like and chose to stop the sign up process. I did not exercise my option to complete the sign-up and closed my browser.The next morning I received a email from Freecreditreport.com; 'You are one step away from completing ...'I had no interested in moving forward with doing business with Freecreditreport.com and did not go back to their site.10 days later I found a $24.95 charge on my card.Freecreditreport.com charged my card WITHOUT MY AUTHORIZATION, I think the law calls that fraud?Upon calling Freecreditreport.com I was told, nothing would be done for me by one operator and one supervisor.I filed a report online with the California Attorney's General OfficeI filed a report with my BankAnd with the Revdex.com At no point did Freecreditreport.com acknowledge the fact of me not signing up, or the 'You are one step away from completing ...' correspondence I received from them : I feel it is important to warn people about the way this company does business. 
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with Experian Credit Tracker.
Our records indicate that you enrolled with Experian Credit Tracker on August 25, 2014, and followed by a request to cancel the membership on September 3, 2014. A courtesy...

refund of $14.95 was processed at that time.
At this time we would like to express our regret that your experience with Experian Credit Tracker 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 $1 Credit Report & FREE Score, you will begin your 7-day trial membership in Experian Credit Tracker. If you don't cancel your membership within the 7-day trial period*, you will be billed $14.95 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 writing and expressing your concern regarding your membership with Experian Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on September 27, 2014, and followed by a request to cancel the membership on October 10, 2014. 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 $20.95 on October 15, 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 $1 Credit Report & FREE 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 $19.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
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, please call ###-###-####. For reports requested under the auspices of FACTA, please go to www.annualcreditreport.com.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

It is unfortunate that you had an adverse experience while dealing with ConsumerInfo.com(R).  ConsumerInfo.com(R) vigilantly strives to provide the highest standards of customer care and satisfaction.In an attempt to provide some clarity on the issues raised in your complaint, we would like to offer the following explanation:1. Experian CreditWorksSM uses the FICO(R) Score 8 model. FICO(R) Scores have a range from 300 to 850 and are developed by Fair Isaac Corporation, which specializes in developing credit-scoring systems for lenders and other businesses. 2. Credit reports must meet certain requirements in order for a FICO(R) Score 8 to be generated.  These include having one account on the report that has been open for six months or longer, having at least one undisputed account that has been reported to the credit bureau within the last six months, and having no implication of “deceased” on the credit report.  3. At the time of your order, your report did not meet the requirements to generate a FICO(R) 8 Score.4. Under Federal law, you have the right to receive a free copy of your credit report once every 12 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 apologize for any inconvenience or misunderstanding.  We do understand and acknowledge your frustration.  We trust that this explanation has gone some way to clarifying our standpoint on this matter.

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM Plus.  Our records indicate that you ordered a one-dollar credit report along with a trial membership on October 10, 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 20, 2017, and on or around the 20th of each following month.  A welcome email notification was sent to the email address you provided at the time of enrollment.  In response to your complaint, the membership was canceled on March 15, 2018.  Our records show that while the membership was active, you logged in to the site on multiple occasions, including February 28, 2018, December 5, 2017, and November 2, 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.  As a courtesy, we issued a refund totaling $65.85 on March 15, 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.

Please see previous response.

We apologize for any misunderstanding or inconvenience. We have reviewed your complaint and refunded an additional $1.06, including sales tax. We have fully refunded all the amounts charged, a total of $47.70.

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 July 25, 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 3, 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 September 2, 2017.  You will continue to have access to your Experian(R) credit report and FICO(R) Score once every 30 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 $21.95 on August 9, 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 INFORMATIONWhen you order your $1 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 $21.95 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.

We must respectfully decline your request.

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 appreciate the partial refund. I think what the Revdex.com should consider is whether this program is designed to be misleading in the first place. Even today when going to the website all I see is 'get...... - only $1' in the main UI. Way below in light gray 'legalese' / 'don't bother reading' type and font there is a disclosure about how you need to cancel within 7 days or else they charge monthly $21.95. It seems to me that such programs should highlight the monthly fee in the same type and font and size as the $1. Also explicit consent from users for the monthly fee should be received. Please see http://www.experian.com/[redacted]The only reason for this set up is to trick normal people into signing up for a program without knowing the costs and hoping they don't bother to cancel. That doesn't seem like good business practice that the Revdex.com should support. 
Regards,
[redacted]