Experian Consumer Services

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM.   Our records indicate that you ordered our Experian CreditWorksSM Basic membership on August 29, 2017.   A few minutes later, you upgraded the membership to our Experian...

CreditWorksSM Plus for a one-dollar credit report along with a trial membership.  Also, a few minutes later you upgraded to our Experian CreditWorksSM Premium membership for $4.99 during the first month and $24.99 monthly.  These upgrades were made available to you within your membership when you logged in.  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 of $24.99 on September 29, 2017.  Cancellation is provided online, within your membership under the My Profile tab.  A welcome email notification was sent to the email address you provided at the time of enrollment.  Per your complaint, your paid benefits have ceased, effective October 5, 2017. We have, as a courtesy, issued a refund totaling $24.98 on October 5, 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 Experian CreditWorksSM Plus order 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. Our website displays the following disclosure on our Experian CreditWorksSM Premium order page: * Introductory price of $4.99 for your first month of access, then just $24.99 each additional month. Cancel anytime if not satisfied. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM. Our records indicate that you enrolled with Experian Credit TrackerSM on October 05, 2014, and followed by a request to cancel the membership on October 25, 2014. A welcome email notification...

was sent to the email address you provided at the time of enrollment. Customer satisfaction is our priority, as a courtesy we have issued a refund of $14.95 on December 10, 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.  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.” Additionally, the statements ascribed to our customer service representative are not in accordance with our policies; we will be addressing these allegations directly with the representative, and will take the appropriate steps to prevent a reoccurrence of such events. 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 03, 2015, and followed by a request to cancel the membership on August 13, 2015. A welcome email notification was...

sent to the email address you provided at the time of enrollment. We apologize for any inconvenience or misunderstanding. Our records indicate that your bank has recovered the fees for you, an amount totaling $21.95, as of August 15, 2015. We are therefore unable to refund the monies, as you have already received them back.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 CreditReport.comTM.Our records indicate that you enrolled with CreditReport.comTM on March 31. 2015, and followed by a request to cancel the membership on November 12, 2015. At the time of cancellation, a one month...

courtesy refund was issued for $24.95 to the credit card on file.   On April 19, 2015 your membership with CreditReport.comTM was upgraded to Experian Credit TrackerSM.Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $174.65 on November 13, 2015.  Please allow 3 - 5 business days for these funds to process to your credit card account.  It is also important to note that this refund should appear on your next credit card statement.At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  Our website displays the following disclosure on our product landing page:IMPORTANT INFORMATIONWhen you order your $1 Credit Report and FICO® Scores here, 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 $24.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. We appreciate the time you took to send us your comments and suggestions.  We value the input from our customers, and assure you we will give serious consideration to the issues you presented to us.  It is through information provided by customers such as you that we are able to improve our products and memberships.We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with CreditCheck(R) Total. Our records indicate that you enrolled with CreditCheck(R) Total on September 25, 2017. Therefore, in accordance with the published terms of our offer, the credit card provided was charged the...

monthly membership fee of $24.99 on October 5, 2017. Our records further indicate you requested to cancel the membership on October 9, 2017.  At the time of cancellation, a one month courtesy refund was issued for $24.99. After doing a detailed search with the information you provided, we were unable to locate any additional charges. In order to better assist us in locating the charges, we are in need of additional information.   We would appreciate if you can provide us with the following: a.         Full credit card number being billed b.         Bank statement indicating card being billed Please fax any supporting documents to:  (885) 829-9851 ATTN: Consumer Relations Group (Complaint ID: [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. 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 your understanding and cooperation.

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.
Their mail states the refund may take 7 to 10 days.  Based on their previous tactics,  Should I wait to see before accepting.We apologize for any inconvenience or misunderstanding.  To ensure your satisfaction, we have issued a additional refund in the amount of $ 19.95 on January 3, 2015. 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.
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 4, 2015, and followed by a request to cancel the membership on January 19, 2015. A Welcome email notification...

was sent to the email address you provided at the time of enrollment.
Our records also indicate that your credit card issuer has recovered the fees for you, in an amount of $14.99 as of January 22, 2015. We are therefore unable to refund the $14.99, as you have already received this amount back.
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(R). 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. Click here to access your free annual credit report available under federal law.
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] Dear [redacted]: Thanks for contacting us regarding your refund. On 03/06/2015, we initiated a refund request on your account for $21.95 (plus $0.00 sales tax, if applicable) for a total of $21.95. This should appear on your next billing cycle.  If you have more questions, please contact our Customer Care team at ###-###-#### Monday through Friday 6:00 a.m. to 6:00 p.m. and Saturday and Sunday 8:00 a.m. to 5:00 p.m. Pacific Time.  Thank you for contacting Experian Credit Tracker?. Sincerely,[redacted]Customer Care Team

Thank you for writing and expressing your concern regarding your membership with [redacted]. Our records indicate that you enrolled with [redacted] on May 16, 2014, and followed by a request to cancel the membership on April 6, 2015. At the time of cancellation, a refund in the amount...

of $9.95 plus $0.62 sales tax for a total of $10.57 was issued to the credit card on file. We apologize for any inconvenience or misunderstanding. To ensure your satisfaction, we have issued an additional refund of $99.50 plus $6.20 sales tax for a total of $105.70 on April 10, 2015 to the credit card on file.  Please allow 3 - 5 business days for these funds to process to your credit card account.  It is also important to note that this refund should appear on your next credit card statement. At this time we would like to express our regret that your experience with [redacted] 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: Ongoing Service Disclosure: The monthly membership fee of $9.95 will be charged to your credit card account and your membership will continue automatically. You will receive email alerts whenever there is a significant change to your credit report or score. You may cancel anytime. It is unfortunate that you had such an adverse experience while dealing with [redacted]. We vigilantly strives to provide the highest standards of customer care and satisfaction, we 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 Premium.  Our records indicate that you enrolled with Experian CreditWorksSM Premium on November 3, 2017.  A welcome email notification was sent to the email address you provided at...

the time of enrollment. Per your request, your paid benefits will cease, effective December 2, 2017.  You will continue to have access to your Experian(R) credit report and FICO(R) Score once every 30 days, at no charge to you. We 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.  Your FICO(R) Score is calculated based on the data in your credit report at the time you request your credit report and score. 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. The score section of your membership may be helpful in understanding what credit factors have a positive and negative affect on your FICO(R) Score. 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 [redacted]TM. Our records indicate that [redacted] and [redacted] enrolled with [redacted]TM on June 5, 2013. The membership for [redacted] 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 of $17.99 plus $1.12 sales tax for a total of $19.11 on July 6, 2013 and on or about the 29th of each subsequent month, for [redacted]’s account. Based upon your request, and as a courtesy, we have issued a refund of the monthly membership fees of $215.15 plus $13.44 sales tax for a total of $229.32. 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]TM 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 free credit score here, you will begin your 30-day trial membership in [redacted]. If you don't cancel your membership within the 30-day trial period*, you will be billed $12.99 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 $17.99.  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.  Our records indicate that you ordered a one-dollar credit report along with a trial membership on January 8, 2018.  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 January 19, 2018, and on or around the 19th of each following month. On April 3, 2018, the paid benefits of the membership were discontinued.  In response to your complaint, all membership benefits were canceled, effective April 11, 2018.  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.  As a courtesy, we issued a refund totaling $23.32 on April 11, 2018.  Please allow 3 - 5 business days for these funds to process to the credit card account.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 ProtectMyID®.A representative from our company attempted to reach you on July 11, 2016, and again on July 12, 2016, at the telephone number you provided.In order to better assist you with your concerns, we would...

appreciate it if you can respond to this complaint with the following:a. The best telephone number for us to reach you atb. Your preferred time for us to contact you Our customers are very important to us and we look forward to hearing from you with the information requested above.Thank you for your understanding and cooperation.

Revdex.com:
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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.Nothing was ordered in November.  The way I found out about this scam was when I opened my March 14, 2015 bank statement and saw three charges on my account for Experian.  The reason I know this is because I cosigned a lease for a [redacted] for my daughter.  My credit score was lower then expected, so I looked up my scores while in the dealers office.  I saw that my two scores not including Experian were 705 and 725.  Experian was 650.  I went back home and checked the scores on my laptop.  I saw that experian had a low score and many inaccuracies in my report, such as listing an address that I had never lived at, and listing cards I never possessed.  I went to the Experian Website and saw an ad for $1.00 for a review of my credit score and then I would be charged $29.95 at the end of the month if I did not cancel before.  Two days later I looked at my [redacted] account and saw the charges from Experian totaling $29.95 times 3.  I reviewed several websites about Experian and discovered that the Attorney General of [redacted] brought a class Action law suit against experian for the very same fraud they perpetrated on me.  Then I read that Iowa's Attorney General's office has a three year investigation against Experian and found numerous instances of fraud.  [redacted] also has 480 reports of fraud by experian.  And there are numerous instances of fraud by experian all over the internet.  When I called Experian, first they told me that even though all three charges to my bank account were made on the same day, and within seconds of each other, some one stole my card and make the three charges and I should call my bank and my bank would cover it.  I told Experian that that was impossible because no one had my card or its number, and could not have opened three accounts in my name at the same exact time.  They continued to tell me one fabrication after another and refused to let me speak to a supervisor.  I am an attorney, and have represented many clients who have been scammed by companies like Experian.  They have stolen money out of my bank account and should be charged criminally.  As I now work for [redacted] in [redacted], I plan on requesting a meeting with our new District Attorney to bring criminal charges.  You must have had many complaints against Experian.  So this is one more and I intend to take whatever steps are necessary to bring this to the attention of the [redacted] Attorney General's office and the [redacted].  Thank you for your attention to yet another ripoff being carried out against honest hard working people.
Regards
[redacted]

Thank you for informing us of your recent experience with CreditReport.comTM.  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 CreditReport.comTM, was ordered on April 28, 2012, utilizing a [redacted] with the last four digits 0315.  On April 19, 2015 the membership with CreditReport.comTM was upgraded to Experian Credit TrackerSM.  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 April 7, 2012, and on or around the 7th of each following month.Additionally, our records show that you contacted CIC on May 10, 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 cancelled the membership. 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 $299.40 on May 12, 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 hope the above information is helpful to you in considering this matter.

Thank you for writing and expressing your concern regarding your membership with ProtectMyID (R).In reviewing your customer file it appears you purchased your 3 bureau credit report on May 24, 2016.We experienced a technical issue that may have impacted your ability to access your 3 bureau report....

 We apologize for any inconvenience this may have caused you.We issued a credit for $14.95 on June 14, 2016. When we issue a credit it can take from 3 - 5 business days for them to post the funds to your account. 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 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.It is unfortunate that you had an adverse experience while dealing with ConsumerInfo.com.  ConsumerInfo.com vigilantly strives to provide the highest standards of customer care and satisfaction.We hope the above information is helpful to you in considering this matter.

We are sorry to read of your dissatisfaction with our response. In an effort to outline our final position on the matter, we can advise the following:
Please be advised that enrolling in an Experian Credit TrackerSM membership product as you did on March 6, 2015 is not necessary to dispute credit information on your credit file. Although there are many benefits of enrolling in Experian Credit TrackerSM, such as fraud resolution assistance and daily monitoring of you credit file, you have the right to dispute information on your credit file directly with Experian(R) at no charge to you. You are also entitled to a free copy of your credit report once per year and can obtain this report at [redacted].
As a convenience to you, please feel free to give us a call here at ###-###-#### and our agent can transfer you to the [redacted] at Experian(R) for placing your dispute with Experian(R).
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.

Thank you for writing and expressing your concern regarding your membership with [redacted].
Our records indicate that you enrolled with [redacted] on February 8, 2015, and followed by a request to cancel the membership on May 15, 2015.
On March 29, 2015 your membership...

with [redacted] was upgraded to Experian Credit TrackerSM.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $71.96 on May 17, 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 and FICO® Score, you will begin your 7-day trial membership in Experian Credit Tracker?. If you don't cancel your membership within the 7-day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
Please be advised that the price disclosed when you subscribed was $17.99.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

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 25, 2015 and followed by a request to cancel the membership on December 10, 2015. A Welcome email...

notification was sent to the email address you provided at the time of enrollment.
Our records indicate that as of January 12, 2016, your bank has accepted the fees, an amount totaling $19.95. We are therefore unable to refund the monies directly to you, as your bank has received the refund for you.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $219.45 on January 13, 2016. Please allow 3 - 5 business days for these funds to process to your credit card account. It is also important to note that this refund should appear on your next credit card statement.
At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence. We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure on our product landing page:
Important information:
When you order your $1 Credit Report & FICO® Score, you will begin your 7 day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7 day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
Please be advised that the price disclosed when you subscribed was $19.95.
We appreciate the time you took to send us your comments and suggestions. We value the input from our customers, and assure you we will give serious consideration to the issues you presented to us. It is through information provided by customers such as you that we are able to improve our products and memberships.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

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, 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 22, 2016, and on or about the 22nd 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 February 22, 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 January 31, 2017, a refund was issued in the amount of $21.95.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 $87.80 on February 10, 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.