Experian Consumer Services

Thank you for writing and expressing your concern regarding the membership with Experian Credit TrackerSM. Our records indicate that Kathryn [redacted] enrolled with Experian Credit TrackerSM on October 31, 2014. The membership was not cancelled.  Consequently, in accordance with the published...

terms of our offer, the credit card provided was charged our monthly membership introductory fee of $4.95 on October 31, 2014,  the regular monthly member fee of $14.95 on November  30,2014, and monthly thereafter unless and until the customer notifies us of their wish to cancel.  The consumer agrees to these terms when submitting his/her order. On December 31, 2014, we received notification from the credit card holder, [redacted] , to cancel the membership.  At the time of cancellation, a one month courtesy refund was issued for $14.95. 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 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. As a courtesy, we have issued a refund of the remaining monthly membership fees of $19.90 on January 7, 2015.  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. 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.
I am not satisfied with the answer because Equifax was hacked and all data was leaked almost 150 mil people, if that happens to you then you just going to tell me that you sorry and then I have to deal with identity thefts and freezing credit score and other problems that people are having right now. This is very unacceptable, if person is allowed to create an account I have a right to delete it and protect myself, you cannot guarantee my protection just as Equifax could not. Please delete my account and all my personal information, you are not guaranteeing my safety and not leaking my data. I am not using that account for more than a year and I am not going to ever re-open it, please delete my the data, you are not authorized to have my personal information if I have closed the accout.
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.
Our records indicate that on January 23, 2016 you ordered an Experian(R) credit report from Experian Credit TrackerSM which enrolls you into the 7-day trial of our monitoring product. Also...

in reviewing your customer file it appears you purchased and viewed your 3 bureau credit report on January 23, 2016.
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.
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
Note: Your credit card 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 non-refundable.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $43.90 for the membership fees and $39.95 for the 3 bureau credit report for a total of $83.85 on March 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.
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 May 25, 2015, and followed by a request to cancel the membership on August 10, 2015. We do not have any record of...

you requesting cancellation prior to being charged for the membership fee. At the time of cancellation, a one month courtesy refund was issued for $23.90 ($21.95 + $1.95 tax).
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 anytime within the trial period without charge.
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. Our records also indicate that you accessed your Experian report on June 12, 2015, June 14, 2015, June 29, 2015, July 9, 2015 and August 10, 2015.
Also in reviewing your customer file it appears you purchased and viewed your 3-bureau credit report on August 10, 2015. This product is not included in the membership and is always advertised as for a fee. The price for this product is listed in two places on the order form, and the following disclosure is displayed on the 3-bureau credit report order page:
PAYMENT INFORMATION
Note: Your credit card 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 non-refundable.
Please be advised that the price disclosed when you ordered your 3-bureau credit report was $49.95.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $47.80 ($43.90 + $3.90 tax) for the remaining membership fees, and $54.38 ($49.95 + $4.43 tax) for the 3-bureau report 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.
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 January 20, 2016, and followed by a request to cancel the membership on January 23, 2016.Also in reviewing your customer...

file it appears you purchased and viewed your 3 bureau credit report.  After enrollment the following disclosure is displayed on the 3 bureau credit report order page:PAYMENT INFORMATION  Note: Your credit card 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 non-refundable.Customer satisfaction is our priority, as a courtesy we have issued a refund of $40.95 to the card on file on January 26, 2016.  When we issue a credit it can take from 3 - 5 business days for them to post the funds to your 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.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 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](R). Our records indicate that you enrolled with [redacted](R) on March 14, 2015 and followed by a request to cancel the membership on March 25, 2015.  We apologize for any...

inconvenience or misunderstanding we have issued a refund of $14.99 on March 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 [redacted](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 Report and FREE 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 $14.99 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. It is unfortunate that you had such an adverse experience while dealing with [redacted](R). We vigilantly strive to provide the highest standards of customer care and satisfaction. We 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.
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 26, 2015, and followed by a
request to cancel the membership on December 8, 2015.  A Welcome email...

notification was sent to the email
address you provided at the time of enrollment.  At
the time of cancellation, a refund for the membership fee was issued for $21.95
plus $.80 sales tax for a total of $22.75.At this time we would like to express our regret that your
experience with Experian Credit TrackerSMmay 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.Additionally,
our records indicate that as of December 9, 2015, your bank has accepted the
fees, an amount totaling $68.25.  We are
therefore unable to refund the monies directly to you, as your bank has
received the refund for you.  Please contact
your bank for more details regarding this matter.As for
the method of cancellation, each situation is unique and can range from a
consumer sending his or her request to cancel to an incorrect email address to
another security-related situation.  We
must speak with the member to cancel an account.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 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 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.
[On August 3, I was on hold for 1 hour and 29 minutes. Please, take a moment to marinate on that so that you truly comprehend the amount of time I was left on hold. This, in addition to the other dates I called with long hold times that I've previously mentioned. [redacted] has not bothered to offer up and explaination other than basically saying "it is what it is."  Obviously, long hold times are the norm as I've had this experience on multiple occasions. Am I to understand that the number provided in the Revdex.com response does not have long hold times? Because that wasn't made clear. ]
Regards,
[redacted]

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 January 31, 2015, and followed by a request to cancel the membership on February 08, 2015.  Customer satisfaction is...

our priority, as a courtesy we have issued a refund of $19.99 plus on February 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 Freecreditreport.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 Report and FREE Score here, you will begin your 7-day trial membership in freecreditreport.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. Please be advised that the price disclosed when you subscribed was $19.99. 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 Plus. Per your request, your paid benefits have been discontinued, effective December 28, 2017. Customer satisfaction is our priority, as a courtesy we have issued a refund of $65.85 on December...

28, 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 CreditReport.com™. Our records indicate that you enrolled with CreditReport.com™ on January 29, 2015, and followed by a request to cancel the membership on February 7, 2015.  Like many merchants, we run an...

authorization to check the validity of the card information provided to us before providing services, so it may be that the bank temporarily listed this authorization as a debit.  It was not a billing, however, and would have dropped off the account automatically within a few days. 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 6, 2014, and followed by a request to cancel the membership on October 5, 2014.  A welcome email...

notification was sent to the email address you provided at the time of enrollment.  We do not have any record of you requesting cancellation prior to being charged for the membership fee.
We apologize for any inconvenience or misunderstanding.  Customer satisfaction is our priority, as a courtesy we have issued a refund of $39.90 on October 14, 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 writing and expressing your concern regarding your membership with Experian Credit TrackerSM.
Our records indicate that you...

enrolled with Experian Credit TrackerSM on September 20, 2014, and followed by a request to cancel the membership on September 29, 2014.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $14.95 on October 1, 2014..  Please allow 7-10 business days for these funds to process to your credit card account.  It is also important to note that this refund may not be reflected on your credit card statement for 1-2 billing cycles.
At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  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 $14.95 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.    We have received your request to cancel your Experian Credit TrackerSM membership. Furthermore, we have cancelled your Experian Credit TrackerSM membership effective February 8,...

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 Credit TrackerSM.Our records indicate that you enrolled with Experian Credit TrackerSM on September 28, 2015.   A welcome email notification was sent to the email address you provided...

at the time of enrollment.Customer satisfaction is our priority, so in response to your complaint, your membership was canceled and, as a courtesy, we issued a refund of $22.95 on October 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.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 informing us of your recent experience with Experian CreditWorksSM.  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 CreditWorksSM was ordered on August 4, 2016 utilizing a [redacted] with the last four digits 5803.  Since the trial membership was not cancelled in accordance with the published terms of our offer, the card provided was charged our monthly membership fee on August 13, 2016 and September 13, 2016.Additionally, our records show that you contacted CIC on September 15, 2016, and stated that you are the holder of the [redacted], did not open the account in question and believed that the order was fraudulently placed with us by a third party utilizing your [redacted].  In response, CIC ended the paid benefits and issued a refund of $21.95.Our records also indicate that on September 16, 2016 a three bureau credit report and scores was ordered utilizing the same [redacted] card.   A refund for this charge was issued on September 17, 2016, an amount of $39.95. 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.Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $21.95 on September 21, 2016.  Please allow 3 - 5 business days for these funds to process to your credit card account.  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.

Thank you for writing and expressing your concern regarding the billing you have been receiving. 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 you have two free memberships with us.  One is AAA ProtectMyID(R) and the other is Experian CreditWorksSM Basic. Our records also indicate that a complimentary Experian(R) credit report and score, along with a trial membership in Experian Credit TrackerSM, was ordered on February 12, 2017, utilizing a Visa card with the last four digits 5357.  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 of $21.95 on February 20.2017 and on or around the 20th of each subsequent month. Additionally, our records show that you contacted CIC on March 20, 2018, and stated that you are the holder of the Visa card, did not open the account in question and believed that the order was fraudulently placed with us by a third party utilizing your Visa card.  The membership had been cancelled on March 13. 2018 when your bank collected $87.80 on your behalf.  The bank also collected $65.85 for you on March 21.2018. 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 $109.75 on March 30, 2018.  Please allow 3 - 5 business days for these funds to process to your credit card account.  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. I addition, I truly appreciate your commitment to excellent customer service, which I have found in this situation was handled very well. I will more than likely subscribe to your service in the future. 
Regards,
[redacted]

We are sorry to read of your dissatisfaction with our response. These “soft inquiries” are part your agreement with “[redacted]” to access your credit report under the following conditions. The following is displayed on our website under the link labeled “Terms & Conditions”   You understand and agree that by submitting your order you are providing "written instructions" in accordance with the Fair Credit Reporting Act, as amended ("FCRA"), for [redacted] to obtain information from your personal credit profile from Experian or any other credit reporting company and to obtain information from the personal credit profile, if any, of any minor child whom you have enrolled in ChildSecure?. You authorize [redacted] to access your credit profile (and those of any minor children whom you have enrolled in ChildSecure?) to verify your identity (or those of any minor children whom you have enrolled in ChildSecure?) and to provide credit monitoring, credit reporting, credit scoring, credit score monitoring and tracking, identity monitoring, fraud resolution and card registry products. You also authorize [redacted] to access your credit profile (or those of any minor children whom you have enrolled in ChildSecure?) to perform other functions related to providing the product(s) that you have ordered or may order, including to verify your identity or any certification that you may be required to make.   We do understand and acknowledge your frustration. However, we trust that this explanation has gone some way to clarifying our policies and position on this matter.