Experian Consumer Services

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. Thank you for your help in resolving this issue Revdex.com.
Regards,
[redacted]

Thank
you for writing and expressing your concerns regarding your membership with Experian Credit Tracker? and the charge to your card on file.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. Our records indicate
that on December 17, 2015 a customer care representative contacted you and cancelled
the membership that was charging your credit card on file.As a courtesy
we have issued a refund of $299.40 please allow 3 to 5 business days for
the refund to process to your account.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 entire way this was set up was and IS deceptive. I agreed to pay $1 for a FICO score. I never agreed to $21.95 credit monitoring service.   If you intend on charging unknowing customers $21.95 for your credit monitoring service THAT is what you should advertise proudly and clearly, not sly and hidden.   When I called and asked for a refund of your fallacious charge,  I should have been granted such.  I made the request and not even 30 days had passed.    I had to end up disputing this charge with the credit card company because I spoke with both a representative and a supervisor who BOTH refused to refund the charge.  The supervisor of your company actually laughed when I said I would pursue this further.  After doing research, I found there are many, many people who have had the SAME issue as I have with your company and their deceptive practices.  I will wait for a response from my credit card company and the Attorney General. 
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 1, 2016, and followed by a request to cancel the membership on April 11, 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 $21.95 on April 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.
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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12689054, 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 Freecreditreport.com(R).
Our records indicate that [redacted] and [redacted] enrolled with Freecreditreport.com(R) on October 11, 2014. The memberships were not cancelled within the 7-day $1 trial period....

 Consequently, in accordance with the published terms of our offer, the VISA card provided was charged our monthly membership fee of $14.99 on October 18, 2014, for each of their accounts.  On October 20, 2014, we received notification from [redacted] to cancel the membership.
Customer satisfaction is our priority, as a courtesy we have issued a refund of the membership fees in the amount of $29.98 on October 22, 2014.  Please allow 7-10 business days for these funds to process to your VISA 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 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.  Upon date of enrollment, the following disclosure was displayed on our website:
IMPORTANT INFORMATION
When you order your $1 Credit Report and Score here, you will begin your 7-day trial membership in freecreditreport.com. If you don't cancel your membership within the 7-day trial period*, you will be billed $14.99 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. 
Additionally, in reviewing your customer files it appears you purchased and viewed your 3 bureau credit reports on the date of enrollment. At enrollment, you entered your personal information and credit card number. After enrollment the following disclosure was displayed on the 3 bureau credit report order page:
PAYMENT INFORMATION: When you click the “Get All 3 Scores & All 3 Reports” button, your credit card on file will be charged $32.95 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.
Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $65.90, providing a refund equaling the amount of $95.88. Please allow 7-10 business days for these funds to process to your VISA 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 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.
This is a low level worker that can only pump out simple statements that have nothing to offer.  It shows how big companies today have no accountability.  I am done.
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with [redacted].
Our records indicate that you enrolled with [redacted] on March 27, 2009 and followed by a request to cancel the membership on May 5, 2015.
In your complaint you stated that the number...

provided on the welcome email did not allow you to speak to a representative. We have tested the number in question (###-###-####), and can confirm that this not a phone number owned by Experian, but a fax line. Our website displays a phone number of ###-###-####.
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 $14.95.
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.
I do accept the financial compensation proposed by the company, but their method of repayment through my credit card is unacceptable. I canceled the credit card that they have on file, so I would not be able to receive funds through the account. They will need to send me a check rather than put money on a debit card that no longer is in service. If they agree to send a check, I will be satisfied with the resolution. Mailing address is [redacted].
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 December 12, 2014, and followed by a request to cancel the membership on February 20, 2015. At the time of cancellation, a...

one month courtesy refund was issued for $14.99 to the credit card on file.Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $29.98 on February 21, 2015. Please allow 3 - 5 business days for these funds to process to your credit card account.  It is also important to note that this refund should appear on your next credit card statement.At this time we would like to express our regret that your experience with Freecreditreport.com(R) may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  Our website displays the following disclosure at sign up:*IMPORTANT INFORMATION When you order your $1 Credit Report and FREE Score here, you will begin your 7-day trial membership in freecreditreport.com. If you don't cancel your membership within the 7-day trial period**, you will be billed $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.Calculated on the PLUS Score model, your Experian Credit Score indicates your relative credit risk level for educational purposes and is not the score used by lenders. Learn more.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 you contacted us on February 22, 2018, and your membership was cancelled.  At the time of cancellation, a one month courtesy refund was issued for $32.61. 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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I would also like to secure a commitment from Experian that my credit card will not incur any additional fees whatsoever, monthly or otherwise. 
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.
Submitted paperwork, i.e. bank statements on Saturday 01/18/2015 via fax.  Have not heard anything yet.
Regards,
[redacted]

Thank you for expressing your concerns regarding CreditCheck(R) Total
After doing a detailed search with the information you provided, we were unable to locate an account in our system that belongs Sequentia S. In order to better assist us in locating an account, 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.
Thank you for your understanding and cooperation.
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 November 6, 2015, and
followed by a request to cancel the membership on December 8, 2015.  A Welcome email notification...

was
sent to the email address you provided at the time of enrollment.Customer satisfaction is our
priority, as a courtesy we issued a refund of $29.95 on December 9, 2015.
We also issued an additional refund of $1.00 on December 9, 2015, for a total
refund of $30.95. 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.At this time we would like to
express our regret that your experience with CreditCheck(R) Total 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 3-Bureau Credit Report & FICO(R) Scores, you will
begin your 7-day trial membership in CreditCheck(R) 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.We appreciate the time you
took to send us your comments and suggestions. 
We value the input from our customers, and assure you we will give
serious consideration to the issues you presented to us.  It is through information provided by
customers as you that we are able to improve our products and memberships.We strive for exceptional
customer satisfaction and hope we have addressed your area of concern to your
expectation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I never ordered any credit monitoring service. Thank you for refunding 1/2 of the money you charged me, now kindly refund the remaining $21.95.
Regards,
[redacted]

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 April 4, 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 13, 2017, and May 13, 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 June 13, 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. 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.  On May 15, 2017, a refund was issued in the amount of $23.32 ($21.95 plus $1.37 tax).  We have, as a courtesy, issued an additional refund of $23.32 ($21.95 plus $1.37 tax) on May 18, 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 order form: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 $1.37 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.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 Freecreditreport.com(R). Our records indicate that you enrolled with Freecreditreport.com(R) on May 19, 2013, and followed by a request to cancel the membership on December 1, 2014.  We do not have any record of...

you requesting cancellation prior to being charged for the membership fee. Customer satisfaction is our priority, as a courtesy we have issued a refund of $219.89 plus $13.75 sales tax for a total of $233.65 on December 4, 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 Freecreditreport.com(R) may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  Our website displays the following disclosure at sign up: *IMPORTANT INFORMATION When you order your $1 Credit Report and FREE Score here, you will begin your 7-day trial membership in freecreditreport.com. If you don't cancel your membership within the 7-day trial period**, you will be billed $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. Please be advised that the price disclosed when you subscribed was $19.99. 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.

Thank you for writing and expressing your concern regarding Experian CreditWorksSM.  Our records indicate that a one-dollar credit report along with a trial membership was ordered with Experian CreditWorksSM utilizing your MasterCard on December 19, 2017.  The membership was not cancelled; consequently, in accordance with the published terms of our offer, the credit card provided at the time of enrollment was charged our monthly membership fee on December 20, 2017, and January 30, 2018.    A welcome email notification was sent to the email address provided at the time of enrollment.  On March 1, 2018, we canceled the membership.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 for $21.95 on March 1, 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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be somewhat satisfactory to me. While Experian did finally refund my money after I spent an hour on hold waiting for them to to deal with the call, the major problem still remains. They have their User Experience, User Flow, whatever you want to call it, set up so that, by default, customers who are looking for the free credit score that Experian is mandated to provide by the federal government, end up purchasing a 39.95 product, and signing up for a 21.95 a month product. There are people who won't catch this soon enough. If you want to see the whole extent of the boondoggle they are running, just take a look at their [redacted] page in San Francisco. The number of complaints about this practice is insane.
Regards,
[redacted]