Experian Consumer Services

Thank you for the opportunity to respond to your concerns. Our records indicate that you are currently enrolled with Experian CreditWorksSM Premium.  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.  On September 22, 2017, our representative reached out to you at your daytime and evening phone numbers and left messages with her contact information.  For further assistance, please reach out directly to our representative. We look forward to hearing from you.

Thank you for writing and expressing your concern regarding your membership with Experian CreditCheck(R) Total. Our records indicate that you enrolled on March 1, 2018, and followed by a request to cancel the membership on March 8, 2018.  There were no monthly billing 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.
Our records indicate that you enrolled with Experian Credit TrackerSM on June 4, 2015, and followed by a request to cancel the membership on June 27, 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 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.
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 October 7, 2015, and followed by a
request to cancel the membership on November 12, 2015.  A Welcome email...

notification was sent to the
email address you provided at the time of enrollment.Customer satisfaction is our
priority, as a courtesy we have issued a refund of $21.95 plus $1.37 sales tax for
a total of $23.32 on November 16, 2015. 
Please allow 3 - 5 business days for these funds to process to your
credit card account.  It is also
important to note that this refund should appear on your next credit card
statement.At this time we would like to
express our regret that your experience with Experian Credit TrackerSM may not
have met your expectation or our standard of excellence.  We feel it is important to keep the consumer
informed regarding the ordering process. 
Our website displays the following disclosure on our product landing
page:IMPORTANT INFORMATION:When you order your $1 Credit
Report & FICO® Score, you will begin your 7-day trial membership in Experian Credit
TrackerSM. If you don't cancel your membership within the 7-day trial period*, you will be
billed $21.95 for each month that you continue your membership. You may cancel
your trial membership anytime within the trial period without charge.We apologize for any
misunderstanding or inconvenience. As a consumer you are indeed entitled to
dispute inaccurate information on your credit report. However, this is handled
in a different Experian® office. We have forwarded your correspondence to the
following division for review and response.Experian®P.O. Box 9701Allen, TX 75013Toll Free Telephone Number: 888-397-3742Because we are unable to assist with this
issue, it is recommended that you contact Experian® directly.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]

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 March 24, 2015, and followed by a request to cancel the membership on April 21, 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 May 4, 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 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 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 Tracker?. 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 June 21, 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 June
29, July 29, and August 29, 2017.  You
also purchased and viewed a 3-Bureau Report with scores for $39.95 on June 21,
2017.  A welcome email notification was
sent to the email address you provided at the time of enrollment. Your
membership has been cancelled 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 have, as
a courtesy, issued a refund totaling $46.94 on February 21, 2018.  Please
allow 3 - 5 business days for these funds to process to the credit card
account.  Due to the number of
reports/scores you have ordered since becoming a member, no further refunds
will be processed.
 
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 October 17, 2014, and followed by a request to cancel the membership on October 28, 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 November 1, 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. 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 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.
Thank you for issuing the refund. However, I accessed my Experian Tracking account again today and see that my credit card is still listed with a "Next bill amount $24.99", "Billing Frequency One Per Month""We use the payment card shown below for your monthly membership billing. Make sure it’s accurate so that your membership will continue without interruption"Until I see my credit card removed, I will not be satisfied.
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 October 30, 2015, and followed by a request to cancel the membership on July 11, 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 plus $1.37 sales tax for a total of $23.32.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $176.60 plus $10.96 sales tax for a total of $187.56 on July 14, 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 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 Experian Credit TrackerSM. If you don't cancel your membership within the 7-day trial period*, you will be billed $24.99 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 $21.95.
Also in reviewing your customer file it appears you purchased and viewed your 3 bureau credit report on January 29, 2016.
At enrollment, you entered your personal information and credit card number. The following disclosure is displayed on the 3 bureau credit report order page:
PAYMENT INFORMATION
Note: Your credit card will be charged $39.95, plus any applicable sales tax, 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 have issued an additional credit for $39.95, plus $2.50 sales tax for a total of $42.45 on July 14, 2016. When we issue a credit it can take from 3 - 5 business days for them to post the funds to your account.
The total of all refunds, including sales tax, equals $253.33, for a full refund of all charges.
We wish to emphasize that for the duration of your membership we provided a number of benefits which were available to you at any time through our website, including, but not limited to, unlimited access to your credit reports, as well as daily monitoring of your credit report. Our records also indicate that you accessed your Experian(R) report on January 29, 2016
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 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.

[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 is satisfactory to me. A credit to my account has posted and I also received an email from the company stating that my account subscription is canceled.  Thank you very much for assisting me with this matter. 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 have confirmed that the amount was refunded, it would have saved a whole lot of trouble if the customer service rep did this in the 1st place or better yet if you stopped hiding this auto renewal $21.95 behind a misleading $1 advertisement. Thanks for returning my funds.
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 October 1, 2016.  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 10, 2016. A welcome email notification was sent to the email address you provided at the time of enrollment. Per your request, your paid benefits ceased, effective November 16, 2016.  Refunds have been processed on October 10, 2016 in the amount of $21.95 and on November 10, 2016 in the amount of 21.95. Additionally, our records indicate there was a one dollar credit report along with a trial membership ordered on October 1, 2016 for [redacted].  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 10, 2016. A welcome email notification was sent to the email address you provided at the time of enrollment. Per your request, your paid benefits ceased, effective November 17, 2016.  At the time of cancellation a refund was processed in the amount of $21.95. We comply with our privacy policy posted on online on our website.  At the time of your and your wife’s order you opted in to receive emails. We have opted you and your wife out so that you will no longer receive emails from our company. 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 or misunderstanding; however, we are not a part of Credit Carmer.  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(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.

Outstanding. This is the resolution I was seeking. Thank you!

Thank you for informing us of your recent experience with Experian CreditWorksSM.   Our records indicate that a one dollar credit report along with a trial membership was ordered on March 1, 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 March 10, 2017 and on or around the 10th of each subsequent month. Additionally, our records show that you contacted us on April 19, 2017, and stated that you are the holder of the MasterCard. Per your request, the paid benefits will cease, effective May 10, 2017. Our website describes the offer and the order form details the terms and conditions of the offer, including billing at the end of the trial and monthly thereafter unless and until the customer notifies us of their wish to discontinue. The consumer agrees to these terms when submitting their order. We have, as a courtesy, issued a refund totaling $47.80 on April 25, 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: When 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. Please note that your membership fee also included tax of $1.95 monthly. 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 you contacted us on February 1, 2018, and your membership was cancelled within the trial period.  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.

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.
This has been resolved. Thank you. Peace,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].

I find the full refund of the monies to be acceptable to me; however, the issue of deceptive advertising, and the business taking responsibility for such, has not been resolved. I see many other complaints of this nature have been filed with the Revdex.com, and expect that future complaints will continue until the business clearly states what the consumer is signing up for.
The above said, I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Thank you very much,
[redacted]

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. We have cancelled the membership effective January 10, 2018. Customer satisfaction is our priority, as a...

courtesy we have issued a refund of $119.80 plus $4.36 sales tax for a total of $124.16 on January 10, 2018.  Please allow 3 - 5 business days for these funds to process to your 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.

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]