Experian Consumer Services

Thank you for expressing your concerns. After doing a detailed search with the information you provided, we were unable to locate an account in our system that belongs to you and has been active in the last two years. In order to better assist us in locating an account, we are in need of...

additional information.   We would appreciate if you can provide us with the following: Full credit card number being billedFull membership numberFull email address associated with membershipFull name of individual listed on the membership Please fax any supporting documents to:  ([redacted] ATTN: Consumer Relations Group (Complaint ID: Revdex.com [redacted])   Or, you can mail to: PO Box 2390 Allen, TX 75013   Our customers are very important to us and we look forward to hearing from you with the information requested above. Please note there are several websites that offer similar products, and in many cases, customers often discover, after reviewing their billing statement, or the web site where they enrolled, that the product is actually offered by a different company. Thank you for your understanding and cooperation.

Thank you for writing and expressing your concern regarding a service glitch with your membership with [redacted] CreditCheck(R) Membership. Our representative reached out to you on October 11, 2017 and spoke with you regarding your membership concerns.  At this time, you indicated that the issue had been resolved and no longer required assistance. Furthermore, in response to this complaint we have canceled your Experian IdentityWorks PremiumSM effective October 13, 2017. Please note the card on file has not been billed our membership fee of $19.99.  We apologize for any misunderstanding or inconvenience.  As a consumer, you are indeed entitled to dispute inaccurate information on your credit report and can request for a copy of your report. However, this complaint is handled in a different Experian(R) office. Experian(R) P.O. Box 9701 Allen, TX 75013 Toll Free Telephone Number: 888-397-3742 Because we are unable to assist with this issue, it is recommended that you contact Experian(R) directly. Thank you for allowing me to assist you in this matter. We 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.You can respond here as Info not wish for you to contact me by phone. You can also cancel the membership. It was only purchased to see that you all had my information wrong. You can respond in writing to me only.
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.Unfortunately, we cannot delete your information from our customer database because we are legally obliged to retain records documenting that the credit reports we request...

from the credit bureaus were pulled with permissible purpose under the Fair Credit Reporting Act. Of course, as we realize the sensitive nature of this information, we maintain this data with great care for security and respect for our customer's privacy.Our records indicate that you enrolled with Experian Credit TrackerSM on May 5, 2015, and followed by a request to cancel the membership on July 5, 2015.  Customer satisfaction is our priority, as a courtesy we have issued a refund of $39.90 on July 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 the payment page before your order was submitted and your credit card was charged: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. 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 7, 2015, and followed by a request to cancel the membership on November 17, 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 November 19, 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.
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 September 7, 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 September 16, 2016, and on or about the 16th of each following month. 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 January 16, 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. On December 29, 2016, a one-month refund was issued in the amount of $23.32 ($21.95 plus $1.37 tax).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 an additional refund totaling $69.96 ($65.85 plus $4.11 tax) on January 4, 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.

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.
Our records indicate that [redacted] and [redacted] enrolled with Experian Credit TrackerSM on June 29, 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 $14.95 on July 8, 2014, for each of their accounts.
On December 10, 2014, we received notification from [redacted] to cancel his membership. At the time of cancellation, a one month courtesy refund was issued for $14.95. As an additional courtesy, we have issued a refund of the remaining monthly membership fees of $74.75 for his membership. Please allow 7 – 10 business days for these funds to process to the credit card account that was billed. Please be aware, however, that this refund may not be reflected on your credit card statement for 1 – 2 billing cycles.
On December 11, 2014, we received notification from [redacted] to cancel her membership. Also as a courtesy, we have issued a full refund of the monthly membership fees of $89.70 for her membership. Please allow 7 – 10 business days for these funds to process to the credit card account that was billed. 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 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.
Please be advised that the price disclosed when you subscribed was $14.95 per month.
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 memberships. Our records indicate that you enrolled with CreditExpertSM on December 27, 2005, and followed by a request to cancel the membership on March 8, 2018.  Our records indicate you also enrolled with Experian Credit...

TrackerSM on December 15, 2013.  On December 26, 2014, the benefits of the membership were upgraded.  Notifications were sent regarding this change.  This membership was also cancelled on March 8, 2018.   Customer satisfaction is our priority, as a courtesy we issued a refund of $24.99 with the Experian Credit TrackerSM membership and $19.95 with the CreditExpertSM membership on March 8, 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 February 17, 2014. A welcome email notification was sent to the email address you provided at the time of...

enrollment.Based upon your complaint, your membership with Experian Credit TrackerSM has been cancelled effective August 31, 2015. Please accept our apologies for any inconvenience or misunderstanding. If you have any questions or concerns, please call our call center representative at ###-###-####.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.Please be advised that the price disclosed when you subscribed was $19.95.It is unfortunate that you had such an adverse experience while dealing with Experian Credit TrackerSM. We vigilantly strives to provide the highest standards of customer care and satisfaction. Our assistance has been engaged in response to a large data breach incident. The unforeseen nature and magnitude of this engagement has temporarily impacted call volumes and customer hold times. We apologize for any inconvenience this may have caused you. Please be assured that we are working to return to more acceptable response times.We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Your FICO(R) Score is calculated based on the data in your credit report at the time you request your credit report and score.  Items that can affect your credit score with the FICO(R) 8 Score powered by Experian(R) are payment history (35%), amount owed (30%), length of credit history (15%), new credit (10%), and types of credit used (10%).  We are unable to provide credit advice; however, you can contact a licensed credit advisor to look over your credit report and explain the differences in your credit score. To find out more about your score, we have several articles located at www.experian.com.  You would need to click on “Education” the “Credit Education” and finally “Score Basics”.  There are articles there that explain what affects your credit scores, improving your credit score, understanding your credit score and many others. 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 August 27, 2016.  A welcome email notification was sent to the email address...

you provided at the time of enrollment. Per your request to cancel on September 2, 2016, your paid benefits ceased on September 5, 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 records also indicate that you ordered an additional one dollar credit report along with a trial membership on October 20, 2016.  A welcome email notification was sent to the email address you provided at the time of enrollment.  Per this complaint, this membership has been cancelled.   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 November 14, 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.   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 14, 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 September 25, 2017.  A welcome email notification was sent to the email address you provided at the time of enrollment. On September 29, 2017, you contacted us and the paid benefits were discontinued.  In response to this complaint, all membership benefits were canceled, effective October 1, 2017. We have, as a courtesy, issued a refund totaling $21.95 on October 1, 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.

Thank you for bringing your concerns to our attention.
Our records indicate that on October 18, 2017, you ordered a one-dollar credit report along with a trial membership in Experian Credit TrackerSM. A welcome email notification was sent to the email address you provided at the time of...

enrollment. The membership was 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 $24.99 on November 2, 2017. We received notification from you to cancel the membership on November 18, 2017, at which time your membership was immediately cancelled.
Our records also show that on September 18, 2017, you enrolled in a membership with Experian IdentityWorksSM Premium on a 30-day free trial basis. A welcome email notification was sent to the email address you provided at the time of enrollment. The membership was not cancelled within the 30-day trial period, consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee on October 22, 2017, and on or about the 22nd of each following month.
Our websites describe our offers and the order forms detail the terms and conditions of each offer, including billing at the end of the respective trial and monthly thereafter unless and until the customer notifies us of their wish to cancel. The consumer agrees to these terms when submitting their order.
In response to your Revdex.com complaint, your Experian IdentityWorks Premium membership was immediately cancelled on January 5, 2018, and a one-month courtesy refund was issued in the amount of $19.99. Please allow 3-5 business days for these funds to process to your credit card account.
We apologize for any inconvenience our hold times may have caused, and appreciate the time you took to send us feedback regarding our product and website. 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.I will also contact them about the claim that I accessed my credit report multiple times during the time I had the service since I had no recollection of doing so which is concerning. I do think that they should change their policies and that it completely represents a bait and switch advertising the credit report as free. Thank you so much for your effort though. 
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 August 18, 2015, and followed by a request to cancel the membership on September 25, 2015.
Customer satisfaction is...

our priority, as a courtesy we have issued a refund of $21.95 on October 1, 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 July 14, 2014, and followed by a request to cancel the membership on September 24, 2014. At that time a $14.95...

refund was issued.
Also, you ordered was a 3 bureau credit report and score. This product is not included in the trial offer and is always advertised as for fee. The price for this product and the accompanying scores that you ordered were listed in two places on the order form. We do not normally refund these purchases as they are delivered instantly online at the time of order.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $82.75, making your total refund $97.70. 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. Upon date of enrollment, the following disclosure was displayed on our website:
When you order your credit report and 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 $14.95 for each month that 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. For each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. Click here to access your free annual credit report available under federal law.
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.

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.
I understand Experian does not wish to delete my credit records in order to comply with the law however, this should not prevent freecreditreport.com from disabling and/or deleting my account. The two entities are separate by their own admission and certainly it is technically possible for a company to delete or disable online access to an inactive subscriber. The issue I have is that a website owned by the credit agency, not the agency themselves, should respect my wish to data privacy and security by disabling access to my account. By continuing to allow access to my personal and sensitive data through a website that I no longer am a subscriber they are subjecting me to undue risk of online identity theft.
Regards,
[redacted]

Thank you for contacting us regarding the accounts opened at Experian Credit TrackerSM.
Experian Credit TrackerSM 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.
Our records indicate that you, [redacted] and [redacted] enrolled with Experian Credit TrackerSM on July 2, 2012. The memberships were not cancelled within the one dollar 7-day trial period. Consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee of $17.95 on July 9, 2012 and on or about the same date each subsequent month, for each of the accounts.
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 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.
Please be advised that the price disclosed when you subscribed was $17.95. The monthly fee increased to $19.95 on July 9, 2013.
On February 26, 2016, we received notification from you to cancel the memberships. At the time of cancellation, a one month courtesy refund was issued for $19.95 for each account, an amount totaling $59.85.
We apologize for any inconvenience or misunderstanding. As a courtesy, on March 9, 2016, we have issued an additional refund of the monthly membership fees in the amount of $658.35. 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 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 report on January 2 and June 9 of 2015, and used your membership to place orders for 3-bureau credit reports on May 24, 2013 and August 6, 2014.
Additionally, our product is intended and designed only for individual consumers to check their own credit reports and not to obtain credit reports about or on behalf of other people; to access credit histories on another person. As stated in our Terms and Conditions on our website, we use security measures designed to protect the consumer’s privacy and to safeguard our customer’s information. We employ an authentication process to verify the consumers’ identity for access of their report online.
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.

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]