Experian Consumer Services

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM. Our records indicate that you enrolled with Experian Credit TrackerSM on March 2, 2015, and followed by a request to cancel the membership on April 9, 2015.  Customer satisfaction is...

our priority, as a courtesy we have issued a refund of $36.25 plus $2.26 sales tax for a total of $38.51 on April 12, 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. Please be advised that the price disclosed when you subscribed was $17.99. 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. We pride ourselves on providing an excellent experience, and vigilantly strive to provide the highest standards of customer care and satisfaction. Let us assure you, the statements made to you by our customer...

service representative are not in accordance with our policies. We we will be addressing these allegations with the representative, and will take the appropriate steps to prevent a re-occurrence of such 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 such as you that we are able to improve our products and memberships.Also, we want to inform you that on December 18, 2014, a one month courtesy refund was issued for $14.95. We have issued and additional credit for $14.95 on December 18, 2014, making your total refund $29.90. 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 hope the above information is helpful to you in considering this matter.

Thank you for writing and expressing your concern regarding your membership with CreditCheckSM Total. Our records indicate that you enrolled on August 15, 2017, and followed by a request to cancel the membership on March 21, 2018.  As a courtesy, we have issued a refund of $89.95 on March 30,...

2018.  Please allow 3 - 5 business days for these funds to process to your credit card account.  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 November 29, 2015, and followed by a request to cancel the membership on January 4, 2016.  Customer satisfaction...

is our priority, as a courtesy we issued a refund of $19.95 on January 4, 2015.  We issued an additional refund of $19.95 on January 5, 2015, for a total refund of $39.90.  Please allow 3 - 5 business days for these funds to process to your credit card account.  It is also important to note that this refund should appear on your next credit card statement. 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: * Introductory price of $4.95 for your first month of access, then just $19.95 each additional month. Cancel anytime if not satisfied. We also provide the following disclosure on the order form, where your credit card information is entered: 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. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Revdex.com: good and give me my money back
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]

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 October 2, 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 October 12, 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 November 11, 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.  We have, as a courtesy, issued a refund totaling $21.95 on October 19, 2017.  Please allow 3 - 5 business days for these funds to process to the credit card account.We apologize for any inconvenience our hold times and email service levels 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. Furthermore, I appreciate the company's commitment to customer satisfaction, and as stated in their response, sincerely hope that they make their services clearer for future customers. While I did not receive a "free" credit report, perhaps others in the future will be able to secure theirs at either, no cost, or by signing up for a "$1 Credit Report".
Best Wishes,
[redacted]

Thank you for writing and expressing your concern regarding your membership with [redacted]
Our records indicate that you enrolled with [redacted] on February 21, 2015, and followed by a request to cancel the membership on April 10, 2015. On April 19, 2015 your membership was...

upgraded to Experian Credit TrackerSM.
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:
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 9 days without charge. If you decide not to cancel, your membership will continue and you will be billed for just $24.95 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 wish to emphasize that for the duration of the membership we provided a number of benefits available to you at any time through our website, including, but not limited to, unlimited access to your credit report, as well as credit monitoring alerts which were updated daily.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $49.90 on May 7, 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 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 on December 17, 2014 you ordered an Experian(R) credit report from Experian Credit TrackerSM which enrolls you into our monitoring product.  Also in reviewing your customer file it...

appears you purchased and viewed your 3 bureau credit report on December 17, 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 nonrefundableWe apologize for any inconvenience or misunderstanding.  Our records also indicate that your visa card has recovered the fees in the amount of $14.95, as of January 23, 2015.Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $32.95 on January 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.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:PAYMENT INFORMATIONWhen 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.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.

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 June 29, 2015, and followed by a request to cancel the membership on June 9, 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 July 10, 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.
It is unfortunate that you had such an adverse experience while dealing with Experian Credit TrackerSM. 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 CreditWorks™
After reviewing your account our records indicate that Amber Geiser enrolled with Experian CreditWorks™ on December 20, 2015. On December 29, 2015 Amber Geiser contacted us to cancel the...

membership. In accordance with our published refund policy, a refund of $21.95 was issued at that time.
We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure on our product landing page:
Important information:
When you order your $1 Credit Report & FICO® Score, you will begin your 7 day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7 day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
You have also requested reimbursement of the overdraft fees. Our terms and conditions state that we are not responsible for overdraft fees, and warn against using ATM/debit cards. Since your bank has assessed this fee, we recommend that you contact them as it relates to this matter.
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.
Oops, I am not sure how I respond to the complaint? My money has been refunded and I am satisfied with the businesses response.Thank you,[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 13, 2014, and followed by a request to cancel the membership on October 21, 2014.  A welcome email...

notification was sent to the email address you provided at the time of enrollment.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $19.95 on October 22, 2014.  Please allow 7-10 business days for these funds to process to your credit card account.  It is also important to note that this refund may not be reflected on your credit card statement for 1-2 billing cycles.
At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  The below disclosure is displayed on the main page:
Important information:
When you order your $1 Credit Report & FREE Score, you will begin your 7-day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7-day trial period*, you will be billed $19.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
We 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 Experian Credit TrackerSM. We understand how upsetting a potential credit card fraud situation can be.
[redacted], Inc. ([redacted]) 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 a complimentary Experian(R) credit report and score, along with a trial membership in Experian Credit TrackerSM, was ordered on January 31, 2014, utilizing a [redacted] Card 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 February 9, 2014 and on or about the 9th of each subsequent month.
Additionally, our records show that you contacted [redacted] on August 6, 2015, and stated that you are the holder of the [redacted] Card, did not open the account in question and believed that the order was fraudulently placed with us by a third party. In response, [redacted] cancelled the membership, issued a refund of $24.95 to your card.
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.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $274.45 on August 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.
We hope the above information is helpful to you in considering this matter.

Thank you for informing us of your recent experience with Experian Credit TrackerSM. We vigilantly strive to provide the highest standards of customer care and satisfaction.  Our records indicate that on June 27, 2015 you ordered an Experian(R) credit report from Experian Credit TrackerSM...

which enrolls you into the 7-day trial of our monitoring product.  Furthermore, in reviewing your customer file it appears you purchased and viewed your 3 bureau credit report on July 3, 2015. 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 $39.95 once your identity has been confirmed and your report is ready to view. If, for any reason, we are unable to provide you with this report, we will not charge your credit card. Please note this transaction is nonrefundable. In response to this complaint we have canceled your membership and issued a refund for $84.85 to the card on file on July 7, 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 contacting us regarding the accounts opened at CreditCheck(R) Total. CreditCheck(R) Total does offer a one dollar 7-day trial membership in a monthly credit monitoring product. Our website fully describes the offer and the order form details the terms and conditions, including billing...

at the end of the one dollar 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. 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(R) Scores, you will begin your 7-day trial membership in CreditCheck(R) Total. 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. Our records indicate that two memberships were created with CreditCheck(R) Total on September 21, 2016 utilizing credit card ending 0542. The memberships were not cancelled within the one dollar 7-day trial period.  Consequently, in accordance with the published terms of our offer, we attempted to bill the credit card provided but all attempts were unsuccessful on both memberships. In response to this complaint, on November 14, 2016, we have cancelled both memberships.  As a courtesy, on November 14, 2016, we have issued a refund of the initial fees of $2.00.  Please allow 3 - 5 business days for these funds to process to your credit card account.  I hope the above information is helpful to you in considering this matter.

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]

Thnak you for your feedback, Please see our previous response.