Experian Consumer Services

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM.   After reviewing your account our records indicate that you enrolled with Experian Credit TrackerSM on October 13, 2016.  A Welcome email notification was sent to the email address you provided at the time of enrollment.  On January 27, 2016, you contacted us to cancel the membership.  In accordance with our published refund policy, a refund of $21.95 was issued at that time.   Our records further indicate that as of January 28, 2016, your bank has accepted the remaining membership fees, an amount totaling $65.85.  We are therefore unable to refund the monies directly to you, as your bank has received the refund for you.  Please contact your bank for more details regarding this matter.       We apologize for any inconvenience or misunderstanding.   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 [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!
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with CreditReport.comTM.
Our records indicate that you enrolled with CreditReport.comTM on September 25, 2014, and followed by a request to cancel the membership on October 15, 2014. 
Customer satisfaction is our...

priority, as a courtesy we have issued a full refund in the amount of $30.95 on October 21, 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 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.  Upon date of enrollment, the following disclosure was displayed on our website:
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 $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 such as you that we are able to improve our products and memberships.
We hope the above information is helpful to you in considering this matter.

Thank you for writing and expressing your concern regarding your membership with Experian Credit Tracker?.
Our records indicate that you enrolled with Experian Credit Tracker? on May 31, 2014, and followed by a request to cancel the membership on September 11, 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 $79.80. 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 Tracker? 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 & FREE 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 $19.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
We hope the above information is helpful to you in considering this matter.

Hi [redacted], 
 
Thank you for getting back on this.
In response to your last message, I have filed this compliant myself.
 
Best,
[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 July 13, 2015, and followed by a request to cancel the membership on April 21, 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 $197.55 on April 28, 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.

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 March 21, 2014, and followed by a request to cancel the membership on December 5, 2014. At that time a $12.99 refund was...

issued
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 an additional refund of $103.92. 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(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.
Please be advised that the price disclosed when you subscribed was $12.99.
Our product, which is intended and designed only for individual consumers to check their own credit reports, not to obtain credit reports about or on behalf of other people. Whether or not he or she had their permission to access their credit histories, to do so though our service would constitute fraud.
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 March 10, 2015, and followed by a request to cancel the membership on September 3, 2015. At the time of cancellation,...

a one month courtesy refund was issued for $21.95 plus $1.95 sales tax for a total of $23.90 to the credit card on file.
Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $87.90 plus $7.80 sales tax for a total of $95.60 on September 4, 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 informing us of your recent experience with FreeCreditReport.com(R).  FreeCreditReport.com(R) prides itself on providing an excellent customer experience, and vigilantly strives to provide the highest standards of customer care and satisfaction.  Our records...

indicate that Daniel H. enrolled with FreeCreditReport.com(R) on February 23, 2014, and he contacted us on September 23, 2014 to request the membership be cancelled.  Regretfully, it was not cancelled. In response to this complaint we have cancelled the membership on March 8, 2015 and processed a refund of $77.94 on March 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 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 Daniel subscribed was $12.99.We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for bringing your concerns to our attention regarding your memberships. Our records indicate that on January 18, 2018, you signed up for credit monitoring on Experian Credit TrackerSM.  Our records show that for the time frame of January 2016 to present time, you have enrolled and...

cancelled your membership with this site a total of 16 times.  We also show you have received two monthly refunds during that time period.  Because of the usage of this membership and web site, we will not be granting any additional refunds for this membership.  This membership has been cancelled as of March 9, 2018. Our records also show that you have enrolled with Experian CreditWorksSM Basic on October 31, 2017.  This membership allows you to access your credit report and score every 30 days for no cost.  This membership will remain open.   Our websites describe 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 cancel.  The customer agrees to these terms when submitting their order. As for your credit report/score updates, if there is a change in your credit score there was an update to your credit report.  You can see the report date at the top right of the report and that report reflects the information available within your credit file on the date you accessed the report.  Many factors go into the calculation of your FICO® Score.  The primary factors are: payment history, balances on your open accounts, the average age of accounts in your report, the types (mix) of accounts, and number of recent credit inquiries.  There are usually subsets of those primary factors that are being calculated as well. The FICO(R) Score you receive with your membership is recalculated when your report is refreshed upon login, and all of the statistical risk factors that are present at that moment are weighed against each other.  On the Score page of your membership, it should list the factors currently affecting your score, ordered by those which are having the most impact first. A great way to get an idea as to what may be affecting your score is to start with the factors presented on the Score page, then review your current report against a prior one when your score was higher.  The differences that you locate in each section, in combination with each other; can provide some clue as to why you’re seeing a change in score. 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 writing and expressing your concern regarding your membership with Experian Credit TrackerSM.Our records indicate that you enrolled with Experian Credit TrackerSM on October 20, 2015, and followed by a request to cancel the membership on June 3, 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 $175.60 plus $15.60 sales tax for a total of $191.20 on June 6, 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.  The following disclosure is displayed on the order form, in close proximity to where your credit card information is entered:PAYMENT INFORMATIONWhen you order your $1 Credit Report and FICO Score here, you will begin your 7-day trial membership in Experian Credit TrackerSM. You may cancel your trial membership at any time within 7 days without charge. If you decide not to cancel, your membership will continue and you will be billed for just $21.95 plus $1.95 sales tax for a total of $23.90/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 Experian Credit TrackerSM.
Our records indicate that you enrolled with Freecreditreport.com(R) on February 23, 2010, and followed by a request to cancel the membership on October 15, 2015. At the time of...

cancellation, a one month courtesy refund was issued for $19.99.
On March 29, 2015 your membership with Freecreditreport.com(R) was upgraded to Experian Credit TrackerSM.
At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence. We feel it is important to keep the consumer informed regarding the ordering process. Our website displays the following disclosure on our product landing page:
IMPORTANT INFORMATION:
When you order your $1 Credit Report & FICO(R) 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.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $119.94 on October 20, 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.
It is unfortunate that you had such an adverse experience while dealing with ConsumerInfo.com(R), ConsumerInfo.com(R) vigilantly strives to provide the highest standards of customer care and satisfaction.
We appreciate the time you took to send us your comments and suggestions. We value the input from our customers, and assure you we will give serious consideration to the issues you presented to us. It is through information provided by customers such as you that we are able to improve our products and memberships.
We 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 September 09, 2014, and followed by a request to cancel the membership on January 25, 2015.  Customer satisfaction is...

our priority, as a courtesy we have issued a refund of $74.95 on January 27, 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.We apologize for any misunderstanding or inconvenience. In your complaint you stated that the number provided on the website did not allow you to speak to a representative. We have tested the number in question (###-###-####), and can confirm that it is working as intended. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for contacting us regarding our product Experian Credit Tracker.
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. To view available product offerings please visit: http://www.experian.com/consumer-products.
Our records indicate that you ordered a $1 (one) dollar credit report along with trial membership. ConsumerInfo.com®, Inc takes extensive steps to safeguard a consumer’s personal information; we employ industry-leading verification technology to verify requestor’s identity before granting access to the online/instantly delivered credit report. Once your identity has been confirmed and your report is ready to view.
It is also sometimes the case that we cannot deliver credit reports immediately because we need to verify additional information with the consumer for security reasons before releasing the report.  In such cases, our website will deliver directions on how to continue the report process, notifying consumers that they will either receive an access code in the mail or that they will have to call our toll-free identification verification center. 
Due to the sensitive nature of credit reports, we employ these strict security procedures to protect consumers’ personal information.
We appreciate the time you took to send us feedback regarding our website. 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 apologize for any confusion or misunderstanding and 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 September 17, 2015 and your membership was cancelled on January 12, 2016.  At the time of cancellation, a one...

month refund was processed in the amount of $19.95. Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $39.90 on January 14, 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 the payment page before your order was submitted and your credit card was charged: PAYMENT INFORMATION When you order your Credit Report and FICO Score here, you will begin your membership in Experian Credit TrackerSM. Your credit card will be charged an introductory rate of $4.95 for the first month of your membership. After the first month, you will be charged $19.95 for each month you continue your membership. If you are not satisfied, you can cancel by contacting us at any time to discontinue the membership and stop the monthly billing; however, you will not be eligible for a pro-rated refund of your current month’s paid membership fee. 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]

We apologize for any inconvenience or misunderstanding. We appreciate your feedback and have noted your concerns. As a courtesy, we have provided a full refund in the amount of $89.95.I hope the above information is helpful to you in considering this matter.

To whom it may concern: As far as my coorespondance is concerned I am dealing with Experian Direct.  My membership ID is # [redacted]. The experian FICO product was sold on [redacted] as a way to moniter my FICO score. I have found an email from experian encouraging me to complete my...

order for Experian® Credit Report& FICO® Score.  It was un-opened before today. I have a copy of the email attached.I have not had a problem with [redacted]. Their service is a viable product. I am although unhappy with one of their advertisers or partners, Experian. I am not sure as to how aware [redacted] is of Experian's business practice concerning this offer.[redacted]

Thank you for expressing your concerns regarding Experian Credit TrackerSM.
Please note that enrolling in an Experian Credit TrackerSM membership as you did on September 17, 2014 is not necessary to dispute credit information on your credit file. A welcome email notification was sent to the...

email address you provided at the time of enrollment.
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 at no charge to you.
Based solely on the information provided in your Revdex.com complaint, we are unable to conclusively determine what could have caused the difficulties you experienced when attempting to print your credit report. Nevertheless, we encourage you to report any future technical issues to our contact center to provide us the opportunity to thoroughly investigate any contributing factor.
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 $19.95 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.
I hope the above information is helpful to you in considering this matter.

Thank you for contacting us regarding the account opened at Freecreditreport.com(R).
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 website does offer a $1.00 dollar 7-day trial membership in a monthly credit monitoring product. The website fully describes the offer and the order form details the terms and conditions, including billing at the end of the $1.00 dollar 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 you accessed your credit report at Freecreditreport.com(R) on January 11, 2016. On that same date, you ordered your $1 FICO(R) Score with 7-day trial membership in Experian Credit TrackerSM. This was not part of the original free credit report offer, and as such your credit card information is requested at the time of the additional order. The membership was not cancelled within the $1.00 dollar 7-day trial period. Consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee of $21.95 on January 19, 2016 and on or about the same date the following month.
It is unfortunate that you had an adverse experience while dealing with Experian Credit TrackerSM, we vigilantly strive to provide the highest standards of customer care and satisfaction.
On February 20, 2016, we received notification from you to cancel the membership. As a courtesy, on February 22, 2016, we have issued a full refund of the monthly membership fees in the amount of $43.90. 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.
We apologize for any misunderstanding or inconvenience. ConsumerInfo.com(R) and Freecreditreport.com(R) are not affiliated with the annual free credit report program. Under Federal law, you have the right to receive a free copy of your credit report once every 12 months from each of the three nationwide consumer reporting companies. To request your free annual report under that law, you must go to www.annualcreditreport.com.
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.