Experian Consumer Services

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on July 1, 2014, and followed by a request to cancel the membership on May 15, 2015. We do not have any record of you...

requesting cancellation prior to that date. At the time of cancellation, a one month courtesy refund was issued for $14.95 to the credit card on file.
Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $14.95 on May 22, 2015 making the total refund of $29.90. Please allow 3 - 5 business days for these funds to process to your credit card account. It is also important to note that this refund should appear on your next credit card statement.
At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence. We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure 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 $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.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for expressing your concern regarding the billing of your Experian Credit TrackerSM credit monitoring account.
Experian Credit TrackerSM does offer a $1 (dollar) 7-day trial membership to our credit monitoring product. However, the trial membership offer is valid for first time...

customers only. Returning customers are presented with a "Welcome Back” screen informing them that if they continue with the order process, they will immediately become paying members. This means the credit card we have on file would be billed the day of the enrollment.
Our records indicate that you enrolled with Experian Credit TrackerSM on July 21, 2015. As a returning member, and in accordance with the published terms of our offer, including billing at the end of the trial and monthly thereafter unless and until the customer notifies us of their wish to cancel, the credit card provided was immediately charged the monthly membership fee of $21.95. We then received notification from you to cancel the membership on July 22, 2015.
We apologize for any inconvenience or misunderstanding. As a courtesy, we have issued a refund of $21.95 on July 24, 2015. Please allow 3 - 5 business days for these funds to process to your credit card account. It is also important to note that this refund should appear on your next credit card statement.
We hope the above information is helpful to you in considering this matter.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on April 29, 2015, and followed by a request to cancel the membership on June 17, 2015.
Customer satisfaction is our...

priority, as a courtesy we have issued a refund of $83.85 on June 19, 2015. Please allow 3 - 5 business days for these funds to process to your credit card account. It is also important to note that this refund should appear on your next credit card statement.
Experian Credit TrackerSM does not include reports and scores from all three credit bureaus. After enrollment, we provide our customers the opportunity to purchase a 3 bureau credit report and score to supplement the information provided with your membership.
We display the following disclosure when you order your 3 bureau report and scores:
PAYMENT INFORMATION:
When you click the “Get All 3 Scores & All 3 Reports” button, your credit card on file will be charged $39.95 once your identity has been confirmed and your report is ready to view. If, for any reason, we are unable to provide you with this report, we will not charge your credit card. Please note this transaction is nonrefundable.
At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence. We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure on our product landing page:
IMPORTANT INFORMATION:
When you order your $1 Credit Report & FICO® Score, you will begin your 7 day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7 day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and
expressing your concern regarding your membership with Experian Credit
TrackerSM.Our records indicate that you
enrolled with Experian Credit TrackerSM on October 18, 2015 and followed by a
request to cancel the membership on November 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 December 1, 2015.  Please allow 3 - 5 business days for these funds
to process to your credit card account. 
It is also important to note that this refund should appear on your next
credit card statement.At this time we would like to
express our regret that your experience with Experian Credit TrackerSM may not
have met your expectation or our standard of excellence.  We feel it is important to keep the consumer
informed regarding the ordering process. 
Our website displays the following disclosure on our product landing
page:Important information: When you order your $1 Credit Report & FICO® Score, you will begin your 7-day trial
membership in Experian Credit TrackerSM. If you don't cancel your membership
within the 7-day trial period*, you will be billed $21.95 for each month that
you continue your membership. You may cancel your trial membership anytime
within the trial period without charge.We strive for exceptional
customer satisfaction and hope we have addressed your area of concern to your
expectation.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on March 22, 2016, and followed by a request to cancel the membership on April 15, 2016. 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 $24.95 plus $1.56 sales tax for a total of $26.51 on April 20, 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 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 apologize for any misunderstanding or inconvenience. As a consumer you are indeed entitled to receive a free individual credit report from the credit reporting companies under the Fair Credit Reporting Act, dependent on certain requirements, or under the FACTA laws. To submit a request under the FCRA via Experian, please call 1-888-397-3742. For reports requested under the auspices of FACTA, please go to www.annualcreditreport.com.
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.
We appreciate the time you took to send us your comments and suggestions. We value the input from our customers, and assure you we will give serious consideration to the issues you presented to us. It is through information provided by customers such as you that we are able to improve our products and memberships.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Well from your response I can now assume you have read nothing other then the dollar amount in the complaint. Since you care nothing about your horrible customer service and won't even start to address the issues you have then you can continue screwing people over.
Regards,
[redacted]

Revdex.com:
Thank you for your help. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. 
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM. Our records indicate that you enrolled with Experian Credit TrackerSM on December 1, 2014, and followed by a request to cancel the membership on January 9, 2015.  We have researched...

your account and there is no record of you requesting cancellation prior to being charged the membership fee on January 5, 2015 for the month of December 2014. Our records also indicate that you accessed your Experian report on December 4, 2014 and January 5, 2015. 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.  However, as a courtesy and based upon your request, we have issued a refund of $19.95 on January 10, 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. 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 one dollar credit report along with a trial membership on January 30, 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 of $23.90 on February 8, 2017 and on or about the 8th of each subsequent month.  A welcome email notification was sent to the email address you provided at the time of enrollment.  Per your phone request, your benefits ceased on April 10, 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 $23.90 on April 10, 2017 and an additional $47.80 on April 14, 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 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. Please note that your membership fee also included tax of $1.95 monthly. Your online cancellation is available in the “My Profile” tab found by clicking on your name within the membership.  You would then click on “My Membership” and the cancellation section is the “Cancel Online” link at the bottom of the page. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Revdex.com:
Experian can keep in mind, that I DID NOT sign up for their service, period! Upon getting my yearly free credit report, this is where I was forced to pay 1$. Perhaps your iT department should fix this problem. I assumed I was getting my free yearly report. There was also nothing to indicate I was signing up for any service. 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]

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.Hi [redacted] @ Revdex.comHere are the copies of the documents requested. Please help me with the rest of my refund from Experian.Thank you[redacted]

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM. Our records indicate that you enrolled with Experian Credit TrackerSM on March 6, 2015, and followed by a request to cancel the membership on June 9, 2015. At the time of cancellation, a one...

month courtesy refund was issued for $21.95 to the credit card on file. 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 an additional refund of $93.85 on July 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 our product landing page: IMPORTANT INFORMATION: When you order your $1 Credit Report & FICO® Score, you will begin your 7-day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7-day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksTM.
Our records indicate that you ordered a one dollar credit report along with trial membership. 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 15, 2016 and on or about the 15th day of each subsequent month. On May 19, 2016, your paid benefits were discontinued per your request.
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 of $21.95. Please Allow 3 - 5 business days for these funds to process to the 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 CreditWorksTM 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 following disclosure is displayed on the order form, in close proximity to where your credit card information is entered:
PAYMENT INFORMATION
When you order your $1 Credit Report and FICO® Score here, you will begin your 7-day trial membership in Experian CreditWorks™. You may cancel your trial membership at any time within 7 days without charge. If you decide not to cancel, your membership will continue and you will be billed for just $21.95/month, for each month that you continue your membership. You may cancel your membership and stop the monthly billing by contacting us at any time; however, you will not be eligible for a pro-rated refund of your current month's paid membership fee.
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 January 1, 2015, and followed by a request to cancel the membership on January 9, 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 January 10, 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. 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. Credit score calculated based on the FICO 8 model. Your lender or insurer may use a different FICO Score than FICO 8, or another type of credit score altogether. Learn More. We apologize for any misunderstanding or inconvenience.  As a consumer you are indeed entitled to receive a free individual credit report from the credit reporting companies under the Fair Credit Reporting Act, dependent on certain requirements, or under the FACTA laws.  To submit a request under the FCRA via Experian(R), please call ###-###-####.  For reports requested under the auspices of FACTA, please go to www.annualcreditreport.com. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM. Our records indicate that you enrolled with Experian Credit TrackerSM on May 28, 2015, and followed by a request to cancel the membership on June 8, 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 to the card on file on June 11, 2015.  Please allow 3 - 5 business days for these funds to process to your credit card account.  It is also important to note that this refund should appear on your next credit card statement. 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 apologize for any misunderstanding or inconvenience.  As a consumer you are indeed entitled to receive a free individual credit report from the credit reporting companies under the Fair Credit Reporting Act, dependent on certain requirements, or under the FACTA laws.  To submit a request under the FCRA via Experian(R), please call ###-###-####.  For reports requested under the auspices of FACTA, please go to [redacted]. 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 Plus.  Our records indicate you contacted us on March 13, 2018, and your membership was cancelled.  Our records further indicate that as of February 20, 2018, the issuer of your...

credit card has accepted the fees, an amount totaling $23.71. A second fee was accepted on March 22, 2018, in the amount of $23.71.We are therefore unable to refund the monies directly to you, as your credit card issuer has received the refund for you. Please contact your credit card issuer for more details regarding this matter. 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 February 19, 2015, and followed by a request to cancel the membership on March 29, 2015.  Customer satisfaction...

is our priority, as a courtesy we have issued a refund of $35.98 on April 12, 2015.  Please allow 3 - 5 business days for these funds to process to your credit card account.  It is also important to note that this refund should appear on your next credit card statement. At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  Our website displays the following disclosure at sign up: IMPORTANT INFORMATION: When you order your $1 Credit Report & FICO® Score, you will begin your 7-day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7-day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. Please be advised that the price disclosed when you subscribed was $17.99. We 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.

I have reviewed the response made by the Experian  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]

We are sorry to read of your dissatisfaction with our response. In an effort to outline our binding policy position on the matter, we can advise the following:At this juncture, we are unable to delete your requested information from our customer database because we are obliged by both company policies and regulatory requirements to retain records documenting that our delivery of credit information to you is proper and in accordance with the Fair Credit Reporting Act and other applicable laws. Of course, as we realize the sensitive nature of this information, we maintain this data with great care for security and respect for the customer's privacy.The membership was canceled on September 2, 2016.We do understand and acknowledge your frustration. 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 Experian CreditWorksSM.  Our records indicate that you ordered a one dollar credit report along with a trial membership on January 9, 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 January 18, 2017. A welcome email notification was sent to the email address you provided at the time of enrollment. On January 20, you contacted us and the membership was canceled.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 $23.73 ($21.95 plus $1.78 tax) on January 31, 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 order page:PAYMENT INFORMATIONWhen you order your $1 Credit Report and FICO(R) Score here, you will begin your 7-day trial membership in Experian CreditWorksSM. You may cancel your trial membership at any time within 7 days without charge. If you decide not to cancel, your membership will continue and you will be billed for just $21.95/month, plus $1.78 sales tax for a total of $23.73/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.We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.