Experian Consumer Services

Thank you for writing and expressing your concern regarding your membership with Freecreditreport.com®. Our records indicate that you enrolled with Freecreditreport.com® on May 23, 20122 and followed by a request to cancel the membership on February 2, 2015. At the time of cancellation, a one...

month courtesy refund was issued for $19.99. Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $219.89 on February 3, 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 Freecreditreport.com®  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 and Score here, you will begin your 7-day trial membership in freecreditreport.com. If you don't cancel your membership within the 7-day trial period*, you will be billed $12.99 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. Click here to access your free annual credit report available under federal law.Please be advised that the price disclosed when you subscribed was $19.99. 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 records indicate that [redacted] ordered a one dollar credit report along with a trial membership.  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 14, 2016. A Welcome email notification was sent to the email address you provided at the time of enrollment. Per your request, his paid benefits will cease, effective July 14, 2016.   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 June 22, 2016.  Please Allow 3 - 5 business days for these funds to process to the 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 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 INFORMATION When you order your $1 Credit report and FICO® 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 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 March 19, 2015, and followed by a request to cancel the membership on August 4, 2015. At time of cancellation, a one...

month courtesy refund was processed in the amount of $24.95.
Additionally, the records indicate the charges for June 2015 were incomplete and not collected.
Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $100.80, of the remaining fees charged, on August 8, 2015, for a full refund of the fees charged, totaling $125.75. 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 writing and expressing your concern regarding your membership with Experian Credit TrackerSM.Our records indicate that you enrolled with Experian Credit TrackerSM on June 2, 2016 and followed by a request to cancel the membership on June 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 a refund of $22.75 ($21.95 plus $0.80 tax) on June 30, 2016.  Please allow 3 - 5 business days for these funds to process to your credit card account.  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 in detail 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 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 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 [redacted]SM. Our records indicate that you enrolled with Experian [redacted]SM on October 2, 2011, and followed by a request to cancel the membership on February 15, 2015.  Regretfully, your...

membership was not cancelled. You contacted us again on March 10, 2015, at which time the membership was cancelled. We apologize for any inconvenience or misunderstanding, to insure your satisfaction we have issued a refund of $19.95 on March 25, 2015.  Please allow 3 - 5 business days for these funds to process to your [redacted] card account.  It is also important to note that this refund should appear on your next [redacted] card statement. At this time we would like to express our regret that your experience with Experian [redacted]SM 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 [redacted] Report & FICO® Score, you will begin your 7-day trial membership in Experian [redacted]SM. 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 $19.95. ConsumerInfo.com(R) Inc. is not the [redacted] Bureau, Experian(R).  We are part of the Experian(R) Company that owns a large family of online consumer [redacted] reporting sites.  Therefore, we are unable to complete your dispute request.  You must make your dispute directly to the [redacted] bureau that supplied the information about you. 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 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. However, please note, that concerning credit report disputes, it is very difficult for any consumer to provide any explanation for why they feel the listing is invalid if your system only allows 15-20 word responses and malfunctions each time attachments with documentation are attempted.
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.Thank you for your assistance, this matter would never have been taken care of without an outside third party's assistance. I am grateful.
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 November 8, 2014, and followed by a request to cancel the membership on November 17, 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. 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. Our website displays the following disclosure at sign up:
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 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 Experian Credit TrackerSM on January 6, 2016, and followed by a request to cancel the membership on May 14, 2016. A Welcome email notification was...

sent to the email address you provided at the time of enrollment. At the time of cancellation, a one month courtesy refund was issued for $21.95.
Our records also indicate that as of May 17, 2016, the issuer of your credit card has accepted the fee, an amount totaling $21.95. 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.
Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $65.85 on May 17, 2016, for an overall total of $109.75 returned. 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 Experian CreditWorksSM. Our records indicate you enrolled with Experian IdentityWorksSM Premium on [redacted] 19, [redacted].As for assistance with explaining the changes in your credit score: we are unable to provide credit advice.  The actual scoring model and its calculations are proprietary to Fair [redacted] Corporation. Credit scores are usually calculated based on the combination of all the credit factors in your credit report. Your credit score is not based solely on one single item or behavior. 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 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.[redacted] from Experian contacted me within 4 days of the submitted complaint. She was proactive in helping me find a solution, and troubleshooter my account until an answer was found. I should be receiving my refund within 3-5 business days, and account(s) were cancelled. I am thankful to both [redacted] and the Revdex.com for helping me address this issue.
Regards,
[redacted]

Thank you for contacting us regarding the account opened at Experian Credit TrackerSM. Experian Credit TrackerSM does offer a $1.00 7-day trial membership in a monthly credit monitoring product. Our website describes the offer in detail and the order form details along with the terms and...

conditions of the offer, including billing at the end of the $1.00 7-day trial and monthly thereafter unless and until the customer notifies us of their wish to cancel. This was agreed to when submitting the order.  Our records indicate that [redacted] and [redacted] enrolled with Experian Credit TrackerSM on February 10, 2015. The memberships were not cancelled within the $1.00 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 $21.95 on February 17, 2015, for each of their accounts. On February 18, 2015, we received notification from [redacted] to cancel the memberships. We apologize for any inconvenience or misunderstanding. As a courtesy, we have issued a refund of the monthly membership fees of $43.90 to the card on file on February 20, 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 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 April 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 May 4, 2017.  A welcome email notification was sent to the email address you provided at the time of enrollment.  On May 10, 2017, you contacted us and the membership was canceled.Our website describes the offer and the order form details the terms and conditions of the offer, including billing at the end of the trial and monthly thereafter unless and until the customer notifies us of their wish to discontinue. The consumer agrees to these terms when submitting their order.  We have, as a courtesy, issued a refund totaling $21.95 on May 10, 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 have noted your concerns. Our decision remains the same; Please refer to our previous response.

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 25, 2014, and followed by a request to cancel the membership on December 8, 2014.  Customer satisfaction is...

our priority, as a courtesy we have issued a refund of $30.90 on December 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.Also in reviewing your customer file it appears you purchased and viewed your 3 bureau credit report on October 25, 2014.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: When you click the “Get All 3 Scores& All 3 Reports” button, your credit card on file will be charged $32.95 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 nonrefundable.We have issued an additional credit for $32.95 on December 10, 2014 making your total full refund of $63.85. When we issue a credit it takes 24 hours to post to your financial institution, however it can take from 7 to 10 days for them to post the funds to your account. 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.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 ofexcellence.  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 & 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.Please be advised that the price disclosed when you subscribed was $14.95.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.  We have received your request to cancel your CreditCheck(R) Total membership and have canceled your membership effective March 29, 2018.   We have, as a courtesy, issued a refund...

totaling $127.28 on March 29, 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 take this feedback into consideration as we continue to improve.   We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for the opportunity to respond to your concerns. All consumers have the option to dispute items on their credit report that are inaccurate or out of date at no charge. This can be done conveniently online by going to www.experian.com/dispute. If you have documents to support your claim, you can also upload those at www.experian.com/upload.  Additionally, you may submit a dispute by mail by writing to: P.O. Box 4500 Allen, TX  75013 Bear in mind, the dispute process can take 30-45 days to complete, however most disputes are resolved in much less time. I 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 Plus.  Our records indicate that you ordered a one-dollar credit report along with a trial membership on January 24, 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 22, 2018.  A welcome email notification was sent to the email address you provided at the time of enrollment.  On February 27, 2018, the paid benefits of the membership were canceled.  In response to your complaint, all benefits were canceled, effective March 6, 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 have issued a refund totaling $21.95 on March 6, 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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
DEMAND FOR PAYMENT
October 3, 2014
Dear Sir/Madam:
Sometime in the year of 2009 Experian began monthly (sometimes twice in one month) withdrawing $24.95.  This so called services account showed at times being Inactive, then if it was opened by me I would have to authorize and/or closed it; this account conveniently re-appeared; first it automatically closed and show up in your systems as being Inactive…so who closed it if according to your policies, I must call or communicate to you in some manner I am closing this account because as you put it if I don’t it will automatically transition itself to remain automatically opened.  You have taken a substantial amount of money from me….five years of $24.97 plus sometimes twice in one month plus sometimes over draft fees of $25.00 so you do the math.    I was subjected to having my bank account rating with the Credit Union blemished due to having to pay overdraft fees brought on solely by these unauthorized withdrawals incurred when you access my credit card account fraudulently without my authorization. Demand is hereby made that this money be paid in full. Unless payment of the amount is received by the undersigned no later than October 15, 2014, a lawsuit will be brought against you in the [redacted] District Court in order to obtain a judgment against you.
A copy of the original debt and all fraudulent and illegal underlying of the debt are shown on my bank statements (of which you requested and I sent you copies of).    
If a lawsuit is commenced, you will be notified of the hearing date and you will be entitled to appear at the hearing and present any defenses you have to this claim.
As this will be my last attempt made to resolve this issue; any future corresponding will done via legal representation and a sworn certificate of certification that several attempts were made on my part to resolve.
[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 a refund has been issued for the transaction amount involved in this specific incident, I was still required to search extensively for a phone number, wait thirty minutes to speak to someone, and the reason for both of those is that the service failed to find basic data.  In addition the website is pushy about trying to get consumers to sign up for repeating bill services, misleading about what credit scoring models are being used and all around are difficult to deal with.  They should be ashamed.  So overall I desire a complaint logged, permanently, that is not resolved, about the unacceptably selfish behavior of this organization (and for that matter, all their peers). 
Regards,
[redacted]