Experian Consumer Services

Thank you for the opportunity to address your concerns.   Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95 on January 22, 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. ConsumerInfo.com(R), Inc., via its website Experian Credit Tracker?, is an affiliate of Experian(R) that provides credit monitoring and internet access to the customer’s personal credit reports.  We assist the customer in accessing their credit report online and answer questions regarding our products.    However, ConsumerInfo.com is not a credit bureau, and our online credit reports are premium products requiring the applicable fee listed on each respective order form.    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 apologize for any inconvenience or misunderstanding; however, we are not www.annualcreditreport.com.

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 December 16, 2014, and followed by a request to cancel the membership on February 09, 2015.  We apologize for...

any misunderstanding or inconvenience. As a courtesy we have issued a refund of $39.90 plus $2.50 sales tax for a total of $42.40 on February 09, 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. In regards to your request for reimbursement of the bank/credit card 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.  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. 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 credit report along with a membership on March 6, 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 April 6, 2017, and on or about the 6th of each following month.  A welcome email notification was sent to the email address you provided at the time of enrollment.  On December 26, 2017, the paid benefits of the membership were discontinued.  In response to this complaint, all membership benefits were canceled, effective December 28, 2017.Our website describes the offer and the order form details the terms and conditions of the offer, including billing 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 $149.94 on December 28, 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 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.

My credit card was charged more than what they state in their response to you.That is not right. I can provide bank statement to confirm this.Thank youRevdex.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 expressing your concerns regarding the FICO(R) Score 8 Powered by Experian(R) included in your membership.
As an initial matter, please note that, ConsumerInfo.com, Inc.® (“CIC”) and its product Experian Credit Tracker?, is an affiliated company of Experian®, the credit reporting...

agency, and in that capacity offers a variety of credit monitoring products that include online access to consumers’ personal credit reports and scores.
FICO Scores are developed by Fair Isaac Corporation. There are many credit score models used in the marketplace, and lenders may use whichever model(s) they prefer. FICO Scores are used by the majority of lenders. The advantage of FICO Scores is that they can be the same scores used to make many credit granting decisions, no matter which scoring model their lender uses.
Your FICO Score is calculated based on the data in your credit report at the time you request your credit report and score. Every time you request a new score, a new credit report is pulled and your new score is calculated based on the information in your credit report, up to once a day. Be aware, your credit report may change often. Differences in your score may be due to a change in balance on one or more of your credit cards, payment updates, or the addition of new accounts. Even the fact that your account(s) is one month older can affect your score. If there are inaccuracies on your credit report, these could also be affecting your score and should be disputed directly with the credit-reporting agency providing that information. In general, there are many factors that can affect an individual’s credit score, such as payment history, current debt, available credit to debt ratio, etc. The actual scoring model and its calculations are proprietary to Fair Isaac Corporation. Credit scores are usually calculated based on the combination of all the credit factors in your credit report. Your credit score is not based solely on one single item or behavior. So although you may have done something that you think should have changed your score, the FICO Score actually looks at how this information combines with other information in your credit report and how, if any, this changes your credit score. Your score may go up, down, or remain constant depending on each factor as well as a unique combination of factors.
The score analysis section that comes with your FICO Score may help you understand what specific credit factors had a positive and negative affect on your FICO Score.
It is unfortunate that you had an adverse experience while dealing with ConsumerInfo.com and your free ten minute session with the certified credit advisor offered by our sister company Experian Credit Advisors, Inc.
As a valued customer, your concerns are very important to us. In response to your concerns regarding credit advice we state the following:
1. We are unable to provide credit advice, however the membership can help you better understand how the changes you make can impact your score.
2. For in-depth credit advice, you may want to speak with a certified credit advisor in your area.
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.

After reviewing your payments again, we are seeing no payments made to our company since your $29.95 payment on September 2, 2016 for your monthly billing.  If you would like to submit your full credit card number, an additional credit card that may have been billed (full credit card number is required), your complete bank statement showing the billing or banking information including an ARN or Acquire Reference Number for the completed transaction, please forward those to us so that your complaint can be reviewed again.  That information would need to be forwarded by fax to 855-829-9851 (REF: Revdex.com [redacted]) or by mail to: Consumer Relations Group, PO Box 2390, Allen, TX  75013 using REF: Revdex.com [redacted]. With the information you have submitted, our response remains the same.  I hope the above information is helpful in considering this matter.

Thank you for notifying us regarding the cancellation of your FreeCreditReport.com(R) credit monitoring membership. Based upon your request, we have cancelled your FreeCreditReport.com(R) membership on January 22, 2015.We apologize for any inconvenience....

FreeCreditReport.com(R) prides itself on providing an excellent customer experience, and vigilantly strives to provide the highest standards of customer care and satisfaction.  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 contacting us regarding the account opened at Experian Credit TrackerSM.
Experian Credit TrackerSM does offer a $1.00(dollar) 7 -day trial membership in a monthly credit monitoring product. Our website describes the offer in detail and the Order Form. Details along with the terms...

and conditions of the offer, including billing at the end of the $1.00(dollar) 7 -day trial and monthly thereafter unless and until the customer notifies us of their wish to cancel. This was agreed to when submitting the order.
Our records indicate that [redacted] enrolled with Experian Credit TrackerSM on May 3, 2015. The membership was not cancelled within the $1.00(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 $21.95 on May 10, 2015. A welcome email notification was sent to the email address he provided at the time of enrollment.
On May 12, 2015, we received notification from [redacted], as the credit card holder, to cancel the membership. As a courtesy, we have issued a refund of the monthly membership fees of $21.95. Please allow 3 - 5 business days for these funds to process to your credit card account. It is also important to note that this refund 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 informing us of your recent experience with ProtectMyID.com®. We understand how upsetting a potential credit card fraud situation can be.
ConsumerInfo.com, Inc. (“CIC”) is an affiliated company of Experian, 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 One Dollar Experian credit score along with a trial membership in ProtectMyID.com® was ordered on November 8, 2013 utilizing an American Express Card with the last five digits 11003. 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 November 17, 2013.
Our records indicate that your bank has recovered one month of the membership fees for you, an amount totaling $15.95, as of September 1, 2014.
Additionally, our records show that you contacted CIC on September 5, 2014 and stated that you are the holder of the American Express card , did not open the account in question and believed that the order was fraudulently placed with us by a third party utilizing your American Express card. In response, CIC cancelled the membership, issued a refund of $143.55 to your American Express card and locked the account. 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.
Since you believe that the order was fraudulently placed with us by a third party, we encourage you to file a police report and to watch your accounts carefully in the event of other fraudulent use.
We hope the above information is helpful to you in considering this matter.

Revdex.com:
I have reviewed the response made by the business in reference to  omplaint 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 Experian and The Revdex.com

Thank you for writing and expressing your concern regarding your membership with Experian IdentityWorksSM Premium.  Our records indicate that you enrolled with Experian IdentityWorksSM Premium on January 4, 2018, for an introductory rate of $4.99.  The membership was not cancelled within...

the introductory period.  Consequently, in accordance with the published terms of our offer, the card provided was charged our monthly membership fee. Furthermore, on March 21, 2018, your Experian IdentityWorksSM Premium membership was cancelled. At the time of cancellation, a one month courtesy refund was issued for $19.99. 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 $19.99 on March 21, 2018.  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 IdentityWorksSM Premium 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: Your paid membership in credit monitoring is effective for the period covered by your membership fee and continues upon your payment of the monthly/annual renewal fee. Renewal fees for your membership will automatically be charged, at the then current rate, to the credit card or other billing source authorized by you, on the first day of each successive membership term, until you cancel your membership. 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 31, 2015, and followed by a request to cancel the membership on August 10, 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 plus $1.37 sales tax for a total of $23.32 on August 14, 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 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 plus $1.37 sales tax for a total of $23.32/month for each month that you continue your membership. You may cancel your membership and stop the monthly billing bycontacting us at any time; however you will not be eligible for a pro-rated refund of your current month's paid membership fee.
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 you contacted us on February 25, 2018, and your membership was cancelled.  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 CreditCheck(R) Total.  Our records indicate you contacted us on March 9, 2018, and your membership was cancelled.  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 free Experian CreditWorksSM Basic membership on October 13, 2016.  Our records further indicate that you updated the membership on November1,...

2016 to a one dollar credit report along with a trial membership.  The membership was not cancelled during the trial period; consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee on November 10, 2016. A welcome email notification was sent to the email address you provided at the time of each enrollment. Per your phone request, your benefits ended, effective January 12, 2017. 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 January 12, 2017 and $43.90 on January 17, 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 INFORMATION When you order your $1 Credit report and FICO(R) Score 8, you will begin your 7-day trial membership in Experian CreditWorks(SM). 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. 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 Experian Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on February 11, 2015, and followed by a request to cancel the membership on March 11, 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 March 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 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 [redacted].
Our records indicate that you enrolled with [redacted] on February 5, 2014, and followed by a request to cancel the membership on May 5, 2015. At the time of cancellation, a one month...

courtesy refund was issued for $9.95.
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 credit report and FICO Score here, you will begin your membership in Experian Credit TrackerSM. Your credit card will be charged $24.95 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 $9.95.
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, 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 an additional refund of $109.45 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 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 10, 2015, and followed by a request to cancel the membership on August 21, 2015.
Customer satisfaction is...

our priority, as a courtesy we have issued a refund of $21.95 plus $1.37 sales tax for a total of $23.32 on August 22, 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 following disclosure on the payment page before your order was submitted and your credit card was charged:
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 plus $1.37 sales tax for a total of $23.32/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.
Under Federal law, you have the right to receive a free copy of your credit report once every 12 months from each of the three nationwide consumer reporting companies. To request your free annual report under that law, you must go to [redacted]. We apologize for any inconvenience or misunderstanding. [redacted] and Experian Credit Tracker? are not affiliated with the annual free credit report program.
It is unfortunate that you had such an adverse experience while dealing with Experian Credit Tracker?, we vigilantly strive to provide the highest standards of customer care and satisfaction. We hope that we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding a membership with freecreditscore.com™.   Our records indicate that a complimentary Experian(R) credit score along with a trial membership in freecreditscore.com™ was ordered on March 9, 2013 utilizing a Visa 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 March 16, 2013. In addition, the consumer certifies that the information given is complete and accurate and that we have authorization to use this information for the outlined purposes. We appreciate your feedback and have noted your concerns. After conducting an additional review, our decision remains the same; as a courtesy we have provided a 12-month refund in the amount of $215.88 on January 29, 2015. We hope the above information is helpful to you in considering this matter.

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

consumers with credit monitoring services and internet access to their personal credit reports.   Our records indicate that a complimentary Experian(R) credit score along with a trial membership in FreeCreditScoreTM was ordered on May 08, 2014 utilizing a Visa 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 May 30, 2014.   Additionally, our records show that you contacted CIC on November 25, 2014, and stated that you are the holder of the Visa, did not open the account in question and believed that the order was fraudulently placed with us by a third party utilizing your Visa In response, CIC cancelled the membership, issued a refund of $9.99 plus $0.80 sales tax for a total of $10.79 to your Visa.   Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $9.99 plus $0.80 sales tax for a total of $10.79 on November 26, 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.   Since you believe that the order was fraudulently placed with us by a third party, we encourage you to file a police report and to watch your accounts carefully in the event of other fraudulent use.   We 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.