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 January 25, 2016, and followed by a request to cancel the membership on April 14, 2016. A Welcome email notification...

was sent to the email address you provided at the time of enrollment. At the time of cancellation, a one month courtesy refund was issued for $21.95.

Customer satisfaction is our priority, as a courtesy we have issued a refund of the membership fees of $43.90 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 & 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.
Also in reviewing your customer file it appears you purchased and viewed your 3 bureau credit report on March 23, 2016.
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.
We have issued an additional credit for $39.95 on April 20, 2016, making your total refund $83.85. 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 these refunds should appear on your next credit card statement.
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.
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.
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 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]

Our records indicate that you enrolled in a free trial offer on July 22, 2017.  The membership was canceled within the month trial period; therefore, no membership fees were incurred.If we may be of further assistance, please feel free to reach out.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.  Our records indicate you contacted us on February 1, 2018, and your membership was cancelled within the trial period.  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 3, 2014 and followed by a request to cancel the membership on August 16, 2014. At the time of cancellation,...

a one month courtesy refund was issued for $15.88 to the credit card on file.
Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $89.70 plus $5.58 sales tax for a total of $95.28 on September 13, 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 informing us of your recent experience with Triple AlertSM. 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, along with a membership in Triple AlertSM, was ordered on June 4, 2011, utilizing a [redacted] with the last four digits [redacted].
Regretfully, on or about November 1, 2015, [redacted] had a technical issue that resulted in your account being updated with a new [redacted] number, ending in [redacted].
Our records show that the credit cardholder of the [redacted] ending in [redacted] contacted CIC on December 4, 2015, and requested that the unrecognized account be cancelled.
We vigilantly strive to provide the highest standards of customer care and satisfaction. Please be assured that we are working hard to resolve this technical issue with [redacted]
We hope the above information is helpful to you in considering this matter.

Revdex.com:
I have reviewed your response made to Experian in reference to complaint ID [redacted]. Please Note that I have received a credit to my credit card in the disputed amount of $21.95 and my balance is back to "normal."
Thank you for your time and action on my behalf in resolving this matter.
Kind Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 119326*5, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Date Sent: 1/19/2017 1:15:18 PM
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  I accept the amount of $253.61 but would like to point out to Experian it is still $87.80 short.  The unauthorized charges taken from my account amounted to $366.40.
Experian credited my account $24.99 and after filing a complaint with the Revdex.com, an additional $253.61, however, there still remains $87.80 in unauthorized debits from my account which I am entitled to additionally receive.  I will then be satisfied with the result.
I will wait for the business to perform this action and will then 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.
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 April 24, 2015, and followed by a
request to cancel the membership on December
4, 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 $175.60 on December 9, 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 bring your concerns to our attention regarding the accounts opened on October 29, 2009 and September 21, 2010
Our records indicate that on October 29, 2009 you signed up for credit monitoring on one of our websites: Freecreditreport.com(R).We do not have any record of you...

requesting cancellation prior to being charged for the membership. Therefore, in accordance with the published terms of our offer, the credit card provided was charged the monthly membership fee. You contacted us on February 9, 2011, to cancel the membership.
Our records also indicate that a membership with CreditReport.comTM was opened on September 21, 2010. We received notification to cancel this membership on August 1, 2014. At that time a refund of $24.95 was issued.
At this time we would like to express our regret that your experience with CreditReport.comTM 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 Reports and FREE Scores here, you will begin your 7-day trial membership in CreditReport.com. 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.
Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $274.45, 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.
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.
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.
In reviewing our records they indicate that you enrolled with Experian Credit TrackerSM on January 11, 2011.  We also show that on March 3, 2011 you contacted us to cancel your...

membership, which is 44 days beyond the end of your $1 trial.  Our records also indicate that you agreed to maintain the membership in response to our retention efforts, in this case, a Discounted Membership Billing of $7.47 for 24 months.  You contacted us again on October 16, 2014, at which time the membership was cancelled.  At the time of Cancellation, a two month courtesy refund was issued for $29.90.
We apologize for any inconvenience or misunderstanding because of our offers.  As a courtesy, we have issued a refund of $134.55 on October 22, 2014.  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.  The below disclosure is displayed on the main page:
Important Information: When you order your $1 Credit Report & 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 any time within the trial period without charge
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

My full Credit Card number is [redacted]I have been billed for the last two years $19.11 every month and [redacted] has helped me dispute.Can you help pass the information to Experian. Thank you.

Thank you for writing and expressing your concern regarding your membership with Experian [redacted].
Our records indicate that you enrolled with [redacted] Total on February 10, 2011, and on May 31, 2015, your membership with [redacted] Total was upgraded to Experian [redacted]...

[redacted]. A welcome email notification was sent to the email address you provided at the time of enrollment.
Our records also indicate that you accepted a discount offer of 50% off the monthly membership fee of $29.95 on January 25, 2011 for 24 months. On August 24, 2015, a one month courtesy refund was processed in the amount of $29.95, plus sales tax of $2.66, for a total of $32.61.
Based upon your comments, I have refunded the charges of $329.45, plus sales tax of $29.26, for a total of $358.71, for an overall total of refunds equaling $391.32, including sales tax. You will receive them within 3 to 5 business days. Please also note that your membership with Experian [redacted] has been cancelled effective August 26, 2015. Please accept our apologies for any inconvenience or misunderstanding. If you have any questions or concerns, please call our call center representative at ###-###-####
At this time we would like to express our regret that your experience with Experian [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:
IMPORTANT INFORMATION
When you order your $1 3-Bureau Credit Report & FICO® Scores, you will begin your 7-day trial membership in CreditCheck® Total. If you don't cancel your membership within the 7-day trial period**, you will be billed $29.95 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 $22.95.
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 9, 2016, and followed by a request to cancel the membership on June 20, 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 $43.90, plus sales tax of $2.74, for a total of $ 46.64, on June 22, 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 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 cancel your trial membership anytime within the trial period without charge.
The following disclosure is also displayed on the order form, in close proximity to where your credit card information is entered:
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, plus $1.81 sales tax for a total of $23.76/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 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(R) 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.
That is unfortunate.To summarize, I paid you for protection.  I can't get anyone yo talk to me, and you cancel my subscription because I complained.
Regards,
[redacted]

Thank you for contacting us regarding the accounts 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] and [redacted] enrolled with Experian Credit TrackerSM on April 20, 2015. The memberships were 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, for each of their accounts, for total of $43.90 on April 30, 2015.
On May 1, 2015, we received notification from [redacted] and [redacted], to cancel the memberships. As a courtesy, we have issued a refund of the monthly membership fees of $21.95, plus $1.00, for a total of $22.95, on each account, for an overall total of $45.90 on May 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.
Credit score calculated based on FICO Score 8 model. Your lender or insurer may use a different FICO Score than FICO Score 8, or another type of credit score altogether. Learn More.
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.
The membership was in fact cancelled prior to the date I would have been charged. As I am not on the computer end of your call I have no proof of this transaction taking place. The fact that I am not the only customer to have this same exact complaint proves the scam that is being ran. I will not accept anything less than a full refund, the amount you claim to have refunded as a courtesy is unacceptable' its not even half!  There have been zero refunds to my bank account as I'm writing this response.  I will not be a victim of this scam, and want the 12 months you illegally deducted from my account refunded IN FULL within 10 business days. 
Regards,
[redacted]

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.To Experian, I'm not sure if the mobile version differs from the computer version, but when I signed up for the $1 credit view, there was nothing telling me that I'd be charged for the creditworks. I went back through it to make sure and it doesn't specify anything about creditworks until the end it has ot at the bottom and lists what it does, but it says $0.00 and doesn't say anything about free 7 day trial. I requested the refund of $46.64, I had to push and push for it, but you have finally given it back, so I will consider this complaint resolved and never use your services again in the future. Thank you.
Regards,
[redacted]

We are sorry to read of your dissatisfaction with our response regarding your membership with Experian CreditWorksSM.
Our research indicates that on April 3, 2017 and April 18, 2017, we notified you that we have sent your issue, regarding discrepancies between the report displayed via your online membership and your mailed Experian(R) report, to our technical team for research. As a courtesy, we have converted your membership to Experian CreditWorksSM Basic on April 24, 2017. You now have access to your Experian(R) report and FICO(R) Score every 30 days, free of charge.
We again apologize for any inconvenience or misunderstanding and we hope the above information is helpful to you in considering this matter.