Experian Consumer Services

Thank you for contacting us regarding the accounts opened at Experian Credit TrackerSM and [redacted].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] enrolled with Experian Credit TrackerSM on October 15, 2011. Also, [redacted] enrolled with [redacted] on December 27, 2014. The memberships were not cancelled within the trial period. Consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee of $17.95 plus $1.12 sales tax for a total of $19.07 on October 22, 2011 for [redacted], and $12.99 plus $0.81 sales tax for a total of $13.80 for [redacted] on January 26, 2015 and on or about the 22nd and 26th of each subsequent month for each of their accounts respectively.Our records also indicate that on June 05, 2013 [redacted] agreed to maintain his membership active in response to our retention efforts, in this case 50% discount for 24 months at a monthly fee of $8.97 plus $0.56 sales tax for a total of $9.53.On April 24, 2015, we received notification from [redacted] to cancel the memberships.  As a courtesy, we have issued a refund of the monthly membership fees of $21.96 plus $1.37 sales tax for a total of $23.33 to the card on file on April 29, 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 and [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.  Our website displays the following disclosure at sign up:IMPORTANT INFORMATION: When you order your $1 Credit Report & FICO® Score, you will begin your 7-day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7-day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.Please be advised that the price disclosed when you subscribed was $17.95.When you order your free credit score here, you will begin your 7-day trial membership in [redacted]. 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.In your complaint you stated that the number provided on your bank statement did not allow you to speak to a representative. We have tested the number in question and can confirm that it is working as intended.It is unfortunate that you had such an adverse experience while dealing with Experian Credit TrackerSM and [redacted]. We vigilantly strives to provide the highest standards of customer care and satisfaction, we hope we have addressed your area of concern to your expectation  Thank you, [redacted]Customer Relations Group

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 February 27, 2015, and followed by a request to cancel the membership on March 14, 2015.  Customer satisfaction is...

our priority, as a courtesy we have issued a refund of $21.95 on March 17, 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. Click Here to get your free annual credit report available under federal law. 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Crediting my account at my bank in an amount which does not specify what this amount represents.   First, the amount is not itemized in any manner.  So I have no way of knowing what this amount represents.  Second, I do not know what decision Experian is referring to.  I received no decision from them at any time.  The only thing I received was in response to the email description of the "theft by fraud" Experian committed by taking funds from my bank account that they had no right, authority, or permission to take.  They responded that I opened an account with them on November 4, 2014 - which I most certainly did not.  I reviewed my bank statement for March 14, 2015 today, and found the three fraudulent charges to my account there.  There were other fraudulent charges later in March, and two in April.  I have absolute proof of this by my bank statements issued in the regular course of business by the bank to me, as its customer.  Regards,[redacted]

Thank
you for writing and expressing your concern regarding your membership with Experian
Credit TrackerSM.Our records indicate that you initially enrolled with Experian
Credit TrackerSM on September 23,
2015, and followed by a request to cancel the membership on September 24,...

2015. Our
records further indicate you enrolled with Experian Credit TrackerSM on October
15, 2015.  According to our records, your
last billing for this membership occurred on October 23, 2015.  You requested to cancel the membership on
December 3, 2015.Additionally, our records indicate you reactivated
your membership on December 3, 2015.  In response to your complaint we cancelled your
membership and provided a full refund of the membership fees charged in the
amount of $24.95 on December 4, 2015.Let us assure you, the statements made to you by our
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 events.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.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 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 June 12, 2015, and followed by a request to cancel the membership on July 14, 2015. A welcome email notification was...

sent to the email address you provided at the time of enrollment.
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:
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 total refund of $19.95. 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 may not be reflected on your credit card statement for 1-2 billing cycles.
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 are not affiliated with the annual free credit report program. Under a new 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 hope the above information is helpful to you in considering this matter.

Thank you for writing and expressing your concern regarding your membership with CreditReport.com(R).
We would like an opportunity to clarify any confusion you may have regarding the trial period associated with the product. Day 1 of your 9-day trial period in...

CreditReport.com(R) began on November 10, 2014, the day you completed your enrollment and viewed your credit report. Your trial period expired on November 19, 2014 after you had an opportunity to try out the product for 9 days. Consequently, in accordance with the published terms of our offer, the credit card provided was charged the monthly membership fee on November 19, 2014. Our records indicate that on November 20, 2014 you contacted us to cancel your membership, which is one day after your trial in the product ended.  
Customer satisfaction is our priority, and as a courtesy we have issued a refund of $29.95 plus $2.62 sales tax for a total of $32.57 on November 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 CreditReport.com(R) 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.
*Monitoring with Experian® begins within 48 hours of enrollment in your trial. Monitoring with Equifax® and Transunion® takes approximately 4 days to begin, though in some cases cannot be initiated during your trial period. You may cancel your trial membership any time within 9 days of enrollment 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 [redacted].Our records indicate that you enrolled with [redacted] on March 5, 2015, and followed by a request to cancel the membership on March 16, 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 $29.95 on March 18, 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 [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.  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.Please be advised that the price disclosed when you subscribed was $29.95.We appreciate the time you took to send us your comments and suggestions.  We value the input from our customers, and assure you we will give serious consideration to the issues you presented to us.  It is through information provided by customers such as you that we are able to improve our products and memberships.We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for informing us of your recent experience with CreditReport.comTM and ProtectMyId.com(R). We understand how upsetting a potential credit card fraud situation can be.
ConsumerInfo.com(R), Inc. (“CIC”) is an affiliated company of Experian(R), the credit reporting agency, and in that...

capacity provides consumers with credit monitoring services and internet access to their personal credit reports.
Our records indicate that complimentary Experian(R) credit scores along with trial memberships in CreditReport.comTM and ProtectMyId.com(R) were ordered on February 18, 2014 utilizing a Mastercard with the last four digits 5605. Since the complimentary trial memberships were not cancelled in accordance with the published terms of our offer, the card provided was charged our monthly membership fee on February 28, 2014, for both memberships.
In response to your Revdex.com complaint, we have cancelled both memberships, issued a refund of $451.10 to your Mastercard and locked the accounts as of January 7, 2015. 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.
Since you believe that the orders were fraudulently placed with us by a third party, we encourage you to file a police report and to watch your accounts carefully in the event of other fraudulent use.
We appreciate the time you took to send us your comments and suggestions. We value the input from our customers, and assure you we will give serious consideration to the issues you presented to us. It is through information provided by customers such as you that we are able to improve our products and memberships.
We hope the above information is helpful to you in considering this matter.

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM.  Our records indicate that you ordered a one dollar credit report along with a trial membership on March 18, 2017.  On this date, a three bureau credit report and scores was also...

purchased.  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 27, 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 April 27, 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 March 29, 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.

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 informing us of your recent experience with Experian Credit TrackerSM.  Experian Credit TrackerSM prides itself on providing an excellent customer experience, and vigilantly strives to provide the highest standards of customer care and satisfaction. ...

Our records show that you contacted [redacted] on February 26, 2015 and requested your membership to be cancelled. Regretfully, it was not cancelled.  Your membership was cancelled on March 8, 2015.Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95 on March 11, 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 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.In the future we recommend visiting [redacted] which allows consumers to request a free credit report, once every 12 months from each of the three nationwide consumer credit reporting companies.

Thank you for informing us of your recent experience with Experian Credit TrackerSM. We understand how upsetting a potential credit card fraud situation can be.
ConsumerInfo.com(R), Inc. (“CIC”) is an affiliated company of Experian(R), the credit reporting agency, and in that capacity provides...

consumers with credit monitoring and internet access to their personal credit reports.
Our records indicate that a complimentary Experian(R) credit report and score, along with a trial membership in Experian Credit TrackerSM, was ordered on September 13, 2015, utilizing a [redacted] with the last four digits [redacted]. Since the complimentary trial membership was not cancelled in accordance with the published terms of our offer, the card provided was charged our monthly membership fee on September 21, 2015.
Additionally, our records show that you contacted CIC on November 22, 2015, stated that you are the holder of the [redacted] and did not open the account in question. In response, CIC cancelled the membership and issued a refund of $21.95 to your [redacted].
We apologize for any inconvenience or misunderstanding. Customer satisfaction is our priority, as a courtesy we have issued a refund of the remaining charges, an amount totaling $84.85 on November 24, 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.
Since you believe that the order was fraudulently placed with us by a third party, we encourage you to file a police report and to watch your accounts carefully in the event of other fraudulent use.
We hope the above information is helpful to you in considering this matter.

we apologize for any confusion on the response, At the time of cancellation, a one month courtesy refund was issued for $29.95. We have as a courtesy refunded an additional credit of $29.95 for a total refund of $59.90.

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 3, 2016, and followed by a request to cancel the membership on January 27, 2016.  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. 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 notifying us regarding the cancellation of your Experian CreditWorksSM Plus credit monitoring membership, we have researched your account and there is no record of you requesting cancellation prior to being charged the membership fees.  At this time we would like to express our...

regret that your experience with Experian CreditWorksSM Plus 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. However, as a courtesy and based upon your request, we have cancelled your membership and issued a refund of $43.90 on November 16, 2017.  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.

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 8, 2013, and followed by a request to cancel the membership on January 6, 2015. At the time of cancellation, a one...

month courtesy refund was issued for $14.95 plus $0.93 sales tax for a total of $15.88 to the credit card on file.Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $164.45 plus $10.23 sales tax for a total of $174.68 on January 17, 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:MPORTANT INFORMATION: When you order your $1 Credit Report & FICO® Score, you will begin your 7-day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7-day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. Please be advised that the price disclosed when you subscribed was $14.95.We appreciate the time you took to send us your comments and suggestions.  We value the input from our customers, and assure you we will give serious consideration to the issues you presented to us.  It is through information provided by customers such as you that we are able to improve our products and memberships.We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Our website describes the offer in detail and the order form details the terms and conditions of the offer, including billing at the time the order was placed. The consumer agrees to these terms when submitting their order.
Payment Information:
Your credit card will be charged $39.95, once...

your identity has been confirmed. If, for any reason, we are unable to provide you with this report, we will not charge your credit card.
We are not able to delete your credit card information 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 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.

We are sorry to read of your dissatisfaction with our response. 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 appreciate your feedback and have noted your concerns.

Thank you for writing and expressing your concern regarding your membership with Freecreditreport.com(R).?Our records indicate that you enrolled with Freecreditreport.com(R) on September 9, 2014, and on March 29, 2015, your membership with Freecreditreport.com(R) was upgraded to Experian...

Credit TrackerSM. Our records also indicate that we received a request to cancel the membership on July 16, 2015. At the time of cancellation, a one month courtesy refund was issued for $14.99 to the credit card on file. We do not have any record of you requesting cancellation prior to being charged for the membership fee.Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $149.90 to the credit card on file on July 23, 2015.  Please allow 3 - 5 business days for these funds to process to your credit card account.  It is also important to note that this refund should appear on your next credit card statement.At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  Our website displays the following disclosure 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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I will accept the full refund as a resolution.  However, please let Experian know that the website's name is "[redacted]" so I do not understand why I was charged $39.95 just to view my "free" credit report.  Their way of presenting the product is ABSOLUTELY misleading and they need to be more honest and clear in their presentation!
Regards,
[redacted]