Experian Consumer Services

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.
[redacted] said that they are not able to delete my entire online account and profile at this time, because they 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. I never requested my credit reports through [redacted] website, nor have I ever had any financial or credit relationship with [redacted]. My membership was complimentary, and [redacted] was never my creditor. Therefore, this is not applicable to my case. In addition, they claim that, pursuant to federal regulatory requirements, they must retain a customer's core account information (including any-and-all records of customer complaints pertaining to such account) for six years. This does not apply to my case as well, because I never took any credit from [redacted] and I never had any financial obligation to them at any point during my complimentary membership at their website.Therefore, I request that all my information be permanently deleted from their system.
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with freecreditscore.comTM.
Our records indicate that you enrolled with freecreditscore.comTM on February 3, 2014, and followed by a request to cancel the membership on September 16, 2014.  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 $17.99.
Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $125.93 on September 25, 2014, to your card on file making your total refund $143.92.  Please allow 7 – 10 business days for these funds to process to your credit card account.  Please be aware, however, 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 freecreditscore.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.  Upon date of enrollment, the following disclosure was displayed on our website:
IMPORTANT INFORMATION 
When you order your free credit score here, you will begin your 7-day trial membership in FreeCreditScore.com. If you don't cancel your membership within the 7-day trial period*, you will be billed $17.99 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 writing and expressing your concern regarding your membership with Experian Credit TrackerSM.Our records indicate that you enrolled with Experian Credit TrackerSM on April 14, 2015, and followed by a request to cancel the membership on April 24, 2015.  A...

welcome email notification was sent to the email address you provided at the time of enrollment.Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95 on April 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 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 Experian CreditWorksSM.  Our records indicate that a membership with Experian CreditWorksSM was ordered on February 12, 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 12, 2017.   A welcome email notification was sent to the email address provided at the time of enrollment. Per your request, the paid benefits of the membership will end, effective April 12, 2017. On March 23, 2017, your financial institution accepted fees on your behalf in the amount of $19.95. 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 describes the offer and the order form details the terms and conditions of the offer, including the introductory price of $4.95 for the first month and continued billing of $19.95 for each month thereafter unless and until the customer notifies us of their wish to cancel. The customer agrees to these terms when submitting their order.We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for contacting us regarding the account opened at Experian Credit TrackerSM. Experian Credit TrackerSM does offer a $1 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 trial and monthly thereafter unless and until the customer notifies us of their wish to cancel.  This was agreed to when submitting the order. A welcome email notification was sent to the email address you provided at the time of enrollment. Our records indicate that Rene and Robin Stephenson enrolled with Experian Credit TrackerSM on September 25, 2014. The memberships were not cancelled within the 7-day $1 trial period.  Consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee of $19.95 on October 02, 2014, for each of their accounts and on or about the 2th of each subsequent month. On February 02, 2015 we received notification from [redacted] to cancel the memberships. At the time of cancellation, a refund in the amount of $39.90 was issued to the credit card on file.  To ensure your satisfaction, we have issued an additional refund of $159.60 on February 4, 2015 to the credit card on file.  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 apologize for any misunderstanding or inconvenience.  As a consumer you are indeed entitled to receive a free individual credit report from the credit reporting companies under the Fair Credit Reporting Act, dependent on certain requirements, or under the FACTA laws.  To submit a request under the FCRA via Experian(R), please call ###-###-####.  For reports requested under the auspices of FACTA, please go to www.annualcreditreport.com. 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 February 15, 2015, and followed by a request to cancel the membership on February 23, 2015. ...

Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95 plus $1.92 sales tax for a total of $23.87 on February 25, 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 Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on August 2, 2015, and followed by a request to cancel the membership on August 13, 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 August 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 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 writing and expressing your concern regarding your membership with Experian Credit TrackerSM. Our records indicate that you enrolled with Experian Credit TrackerSM on August 17, 2015.  A Welcome email notification was sent to the email address you provided at the time of...

enrollment.  This was followed by a request to cancel the membership on January 22, 2016.  A refund of $21.95 was issued at the time of cancellation. Customer satisfaction is our priority, as a courtesy we issued an additional refund of $65.85 on January 22, 2016, for a total refund of $87.80.  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 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.

Please see our previous response.
We apologize for any inconvenience or misunderstanding. In regards to your request for reimbursement of the bank fees, our policy states that we are not responsible for any credit card fees, overdraft charges or bank fees if your account contains insufficient funds. Since your credit card company/bank has assessed this fee, we recommend that you contact them as it relates to this matter.
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.    We have received your request to cancel your Experian Credit TrackerSM membership.  Per your request, we have canceled your membership effective February 21, 2018. 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 CreditWorksSM.     Our records indicate that you ordered a one dollar credit report along with a trial membership on September 28, 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 7, 2016.  A welcome email notification was sent to the email address you provided at the time of enrollment.  Per your phone request on October 8, 2016, your paid benefits will cease, effective November 6, 2016.  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 October 17, 2016.  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 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.   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(R) Score here, you will begin your 7-day trial membership in Experian CreditWorksSM.  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 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 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]

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.
Where to begin on why I am not satisfied:A)  I never once stated that I want my membership cancelledB)  They need to help me with my identity theftC)  They need to be liable to the protection I signed up forD) I want reimbursement for the entirety of our relationship plus two more years and remain a member.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 January 19, 2015, and followed by a request to cancel the membership on January 28, 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 to the credit card on file on January 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 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 apologize for any misunderstanding or inconvenience.  As a consumer you are indeed entitled to receive a free individual credit report from the credit reporting companies under the Fair Credit Reporting Act, dependent on certain requirements, or under the FACTA laws.  To submit a request under the FCRA via Experian(R), please call ###-###-####.  For reports requested under the auspices of FACTA, please go to www.annualcreditreport.com. 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 October 16, 2015, and followed by a request to cancel the membership on October 25, 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. Our website displays the following disclosure on our product landing page:
IMPORTANT INFORMATION: When you order your $1 Credit Report & FICO(R) Score, you will begin your 7-day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7-day trial period**, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership any time within the trial period without charge.
The following disclosure is also displayed on the order form, 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.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95 on October 27, 2015. Please allow 3 - 5 business days for these funds to process to your credit card account. It is also important to note that this refund should appear on your next credit card statement.
We 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 bringing your concerns to our attention regarding the accounts opened at CreditScore.comTM and Experian Credit TrackerSM.
Our records indicate that you enrolled with CreditScore.comTM on April 13, 2012, and followed by a request to cancel the membership on September 29, 2014....

 Also in reviewing your customer file it appears you viewed your 3 bureau credit report on April 18, 2012.
Additionally, our records indicate that you enrolled with Experian Credit TrackerSM on July 18, 2013.  Since the membership was not cancelled in accordance with the published terms of our offer, the card provided was charged our monthly membership fee, in the amount of $19.95, on July 25, 2013 and on the 25th of each subsequent month for the duration of the membership.
At this time we would like to express our regret that your experience with CreditScore.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.  Upon date of enrollment, the following disclosure was displayed on our website:
By ordering your 3-bureau credit report and 3 scores you will begin 3-bureau credit monitoring and credit score tracking. The membership fee of $12.95 will be charged to your credit card account and your membership will continue automatically. You will receive email alerts whenever there is a significant change to your credit reports or scores. You may cancel at any time. 
We apologize for any inconvenience or misunderstanding. Customer satisfaction is our priority, as a courtesy we have issued a 12-month refund of $155.40 for CreditScore.comTM on October 3, 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.
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 TrackerSM.Our records indicate that you enrolled with Experian Credit TrackerSM on July 30, 2015, and followed by a request to cancel the membership on August 10, 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 August 13, 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 Experian Credit TrackerSM.Our records indicate that a membership was started with Experian Credit TrackerSM on June 27, 2016.  A welcome email notification was sent to the email address provided at the time of enrollment.  On...

January 5, 2017, you contacted us and the paid benefits were discontinued.  A one month refund was issued in the amount of $21.95 on this date. Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $131.70 on January 10, 2017.  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 our customers informed.  The following is an excerpt from our Global Terms and Conditions:If you do not cancel your free trial membership within 7 days of the date you place your order, your membership will continue automatically and the monthly/annual fee will be billed to the credit card or other billing source provided by you when you enrolled in credit monitoring, on the first day of each successive membership term.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 November 16, 2015, and followed by a request to cancel the membership on April 29, 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.
Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $109.75 on May 3, 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. We apologize for any misunderstanding or inconvenience.