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 January 18, 2016, and followed by a request to cancel the membership on January 27, 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 a refund of $21.95 on January 28.2016.  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. In the future we recommend visiting www.annualcreditreport.com which allows consumers to request a free credit report, once every 12 months from each of the three nationwide consumer credit reporting companies. 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.
[My card was charged 29.95 on November 3. I contacted customer service regarding this issue and was told the accounts would be cancelled and I would receive a refund of the 29.95. After your initial response to my BB complaint I was advised the accounts had been closed but on November 15 I was charged an additional 59.90 even though your response to me indicated the accounts had been cancelled. ]
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.   Our records indicate that you enrolled on March 18, 2011.  On March 29, 2015, the benefits of the membership upgraded.  Notifications were sent regarding this change. ...

Your membership is set to cancel on March 27, 2018 without any additional monthly charges.    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 Credit TrackerSM.
After reviewing your account our records indicate that [redacted] enrolled with Experian Credit TrackerSM on November 8, 2015.On February 2, 2015 [redacted] contacted us to...

cancel the membership. In accordance with our published refund policy, a refund of $21.95 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 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.
As a courtesy, we have issued a refund of 2 monthly membership fees of $43.90. 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 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 18, 2016, and followed by a request to cancel the membership on May 28, 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 1, 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 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 CreditReport.comTM.
Our records indicate that you enrolled with CreditReport.comTM on December 5, 2014, and followed by a request to cancel the membership on February 16, 2015. We do not have any record of you...

requesting cancellation prior to being charged for the membership. At the time of cancellation, a one month courtesy refund was issued for $24.95.
At this time we would like to express our regret that your experience with CreditReport.comTM 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 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 $24.95 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 $49.90 on February 26, 2015 for the remaining membership fees. 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 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 Experian(R) credit report, as well as credit monitoring alerts which were updated daily.
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.A point I would like to make:Why do customers have to give "negative permission" or a "negative option" to stop the charges?  If I sign up for a $1 credit score check, and then I do nothing, I will continually be charged.  I believe a more transparent way of offering a continual monthly membership is to ASK the customer if they want monthly rebills - do NOT assume that they "automatically accept" monthly rebills, just because they purchased the $1 credit check.  Does this sound like a better approach to customer service to your business?
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.Our records indicate that you most recently enrolled with Experian Credit TrackerSM on February 13, 2018.  In response to your complaint, the membership was canceled on March 22,...

2018.  Please note that the membership has been canceled and reactivated multiple times.  You had enrolled on October 3, 2017, and canceled on January 22, 2018.  The membership was started again on February 13, 2018.  We apologize for any misunderstanding.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.Customer satisfaction is our priority, as a courtesy we have issued a refund of $24.99 on March 22, 2018.  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 CreditWorksSM Plus.  Our records indicate that you ordered a one-dollar credit report along with a trial membership on February 7, 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. On February 17, 2018, the paid benefits of the membership were discontinued.  In response to your complaint, all membership benefits were canceled on February 26, 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 issued a refund totaling $21.95 on February 26, 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 Experian Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on April 7, 2014, and followed by a request to cancel the membership on September 15, 2014. At that time a $19.95...

refund was issued. 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 $99.75, making your total refund $119.70. 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. Upon date of enrollment, the following disclosure was displayed on our website:
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 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 your inquiry regarding the advertisement you received from [redacted].
As an initial matter, please note that ConsumerInfo.com, Inc. (“CIC”), and its product CreditReport.comTM, is an affiliated company of Experian the credit reporting agency, and in that capacity offers...

a variety of credit monitoring products that include online access to consumers’ personal credit reports and scores.
We take the improper and unauthorized promotion of our products and services very seriously and actively investigate scenarios such as this.
However, the advertisement you replied to (and the subsequent e-mail sent by a third party) were not authorized by ConsumerInfo.com, Inc.
Our records indicate that you enrolled with CreditReport.comTM on October 9, 2014, and followed by a request to cancel the membership on October 23, 2014. Our records further indicate that a courtesy refund of $29.95 was issued on October 24, 2014.
To ensure your satisfaction, we have refunded the remaining $1 back to the card on file. Please allow 7-10 business days for the refund to process to your card account. It is also important to note that this refund may not be reflected on your card statement for 1-2 billing cycles.
At this time we would like to express our regret that your experience with CreditReport.comTM 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 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 apologize for any inconvenience or misunderstanding and 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 ordered our Experian CreditWorksSM Basic membership on February 13, 2018.  On February 19, 2018, you upgraded to Experian CreditWorksSM...

Premium.  The membership billed immediately at $4.99.  You cancelled your membership while on a phone call with our agent on February 21, 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.   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.

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.
Membership ID: [redacted]Regards,
[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.
I DO NOT ACCEPT the response from Experian because of the following reasons:#1.  The credit score provided to consumers by Experian, which we use to guard our credit is false because other scores exist which are generated by other models behind the scenes#2.  Consumers engage "Credit Repair" companies to help them build their credit score based on the score provided by the credit bureaus, Experian being one of them.#3.  There is an entire sector of our economy built around Credit Repair and Monitoring which is supported by the hard earned money of innocent consumers.#4.  This credit bureau is defrauding the consumers by providing lenders "Other Models" to use that will put emphasis on sectors chosen by the lenders completely ignoring the credit score provided to, and guarded by, the consumer#5.  Experian displays for MY  credit score as 723 when I run it, but, when a lender runs it, it is a 648. Why?  Because Experian provided them with a different model to use which generates a different credit score which I was not aware of#6.  This invalidates the consumer's confidence in ALL credit ratings, bureaus, and scores.#7.  There are many many consumers who pay services to monitor as well as fix/dispute credit ratings based on fraudulent credit score#8.  Allowing these models to exit and be used, nulls and voids all scores provided by all credit bureaus and services sold to consumers are nothing but deceitful lies. 
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 April 20, 2015, and followed by a request to cancel the membership on May 8, 2015. A welcome email notification was...

sent to the email address you provided at the time of enrollment.
Also in reviewing your customer file it appears you purchased and viewed your 3 bureau credit report on April 20, 2015.
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 of $39.95 was issued for the 3 bureau credit report.
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.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95 on May 14, 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.
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 Experian CreditWorksSM Plus.  Our records indicate that a one-dollar credit report along with a trial membership was ordered on January 17, 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 January 25, 2018. A welcome email notification was sent to the email address provided at the time of enrollment. On January 26, 2018, you contacted us and a refund was issued to you in the amount of $21.95.  In response to your complaint, all membership benefits were canceled, effective February 5, 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.  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 IdentityWorksSM Plus.  We have received your request to cancel your Experian IdentityWorksSM Plus membership and have cancelled the membership effective September 23, 2017. Furthermore, we...

comply with our privacy policy posted on online on our website.  At the time of your order you opted in to receive emails. We have gone ahead and unsubscribed you so that you will no longer receive emails from our company. 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 14, 2015, and followed by a request to cancel the membership on May 23, 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 June 5, 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 would also like to let you know that you have the right to receive a free copy of your credit report once every 12 months from each of the three nationwide credit report agencies. To request your free annual report under that law, you should visit [redacted].
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 Plus.  Our records indicate that you ordered a one-dollar credit report along with a trial membership on January 25, 2018.  On February 5, 2018, we canceled your membership in...

response to your complaint.  Please note that no additional charges have been incurred.  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 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 October 2, 2014, and followed by a request to cancel the membership on October 23, 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 $19.95 on October 25, 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 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.