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.
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 23, 2016, and followed by a request to cancel the membership on May 2, 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 an additional refund of $21.95, on May 10, 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.
The following disclosure is also 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 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/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.

Thank you for writing and expressing your concerns regarding Experian IdentityWorksSM Premium. Our records indicate that you successfully completed enrollment into Experian IdentityWorksSM Premium on October 3, 2017, and this membership is currently active in a 30-day trial period.  Our...

records further indicate that you successfully logged in on multiple dates, up to and including October 3, 2017, October 4, 2017, October 5, 2017, and October 6, 2017.  You were able to view your report via the membership on October 4, 2017 and October 6, 2017. At this time we would like to express our regret that your experience with Experian IdentityWorksSM Premium 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 A credit card is required to start your free 30-day trial membership† in Experian IdentityWorks PremiumSM. You may cancel your trial membership at any time within 30 days without charge. If you decide not to cancel, your membership will continue and you will be billed $19.99 for each month that you continue your membership. You may easily cancel your trial membership online anytime within the trial period without charge. Unfortunately, we will be unable to waive the monthly membership fees for your paid membership. 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. Thank you for your understanding in this matter.  If we can be of additional assistance, please do not hesitate to contact us.

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorks®
Our records indicate that you ordered a one dollar credit report along with a trial membership on March 24, 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 1, 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 April 2, 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 $21.95 on April 3, 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 CreditWorks® 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 CreditWorks®. If you don’t cancel your membership within the 7-day trial period*, you will be billed $21.95 for each month that you continue your membership. You may easily cancel your trial membership online anytime within the trial period without charge.
We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for the opportunity to respond to your concerns.  Our records indicate that you enrolled in a trial membership with Experian IdentityWorksSM Plus on September 16, 2017.  In response to this complaint, we have canceled your membership.  You will have access to the account...

until the end of the trial period on October 17, 2017.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 hope the above information is helpful to you in considering this matter.

Thank you for informing us of your recent experience with freecreditscore.comTM.  We understand how upsetting a potential credit card fraud situation can be.ConsumerInfo.com(R), Inc. (“CIC”) is an affiliated company of Experian(R), the credit reporting agency, and in that capacity provides...

consumers with credit monitoring and internet access to their personal credit reports.Our records indicate that a membership in freecreditscore.comTM, was ordered on March 24, 2014, [redacted].  The freecreditscore.comTM membership was upgraded to Experian Credit TrackerSM on May 5, 2015.  Since the membership was not cancelled in accordance with the published terms of our offer, the card provided was charged our monthly membership fee on March 31, 2014 and each subsequent month.Additionally, our records show that you contacted CIC on August 29 2016, and stated that you are the holder of the [redacted], did not open the account in question and believed that the order was fraudulently placed with us by a third party utilizing your [redacted].  In response, CIC cancelled the membership. Since you believe that the order was fraudulently placed with us by a third party, we encourage you to file a police report and to watch your accounts carefully in the event of other fraudulent use.Customer satisfaction is our priority, as a courtesy we have issued a refund of $17.99 on September 9, 2016.  Please allow 3 - 5 business days for these funds to process to your credit card account.  We hope the above information is helpful to you in considering this matter.

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

Thank you for the opportunity to respond to your concerns.Our records indicate that you enrolled with Triple AlertSM on March 12, 2013.  Our records also indicate that you enrolled with [redacted] on June 24, 2013.  On May 10, 2015, the benefits were upgraded to Experian...

Credit TrackerSM.  Notifications were sent regarding this change.  Lastly, our records indicate that you enrolled with CreditCheck(R) Total on September 29, 2017.  On March 15, 2018, we canceled the three memberships in response to your complaint.Our websites describe the offers and the order forms detail the terms and conditions of each offer, including billing 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 apologize for any inconvenience our hold times caused you.  We appreciate the time you took to send us your comments and will consider this feedback as we continue to improve.  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 July 29, 2015, and followed by a request to
cancel the membership on October 15, 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 $65.85 on October 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 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 Experian Credit TrackerSM.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 you enrolled with Experian Credit TrackerSM on January 20, 2016.  A welcome email notification was sent to the email address provided at the time of enrollment.  This was followed by a request to cancel the membership on August 8, 2016.    A refund of $24.99 was issued at the time of cancellation.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 any time within the trial period without charge.Please note that on July 28, 2016, your monthly membership fee increased to $24.99.Our records further indicate that you purchased and viewed your 3 bureau credit report on January 20, 2016 and February 24, 2016.  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-refundableWe apologize for any misunderstanding or inconvenience; however ConsumerInfo.com(R) and Experian Credit TrackerSM are not affiliated with the annual free credit report program.   Our online credit reports are premium products requiring the applicable fee listed on each respective order form. Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $212.60 on September 7, 2016.  Please allow 3 - 5 business days for these funds to process to your credit card account.  It is unfortunate that you had 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 trust that this explanation has gone some way to clarify this matter.

Thank you for informing us of your recent experience with [redacted] Total.
We understand how upsetting a potential credit card fraud situation can be.
[redacted], Inc. (“CIC”) is an affiliated company of Experian(R), the credit reporting agency, and in that capacity provides...

consumers with credit monitoring services and internet access to their personal credit reports.
Our records indicate that two complimentary Experian(R) credit scores along with trial memberships in [redacted] Total was ordered on March 24, 2015 utilizing a Visa card with the last four digits [redacted]. In addition, the consumer certifies that the information given is complete and accurate and that we have authorization to use this information for the outlined purposes.
Additionally, our records show that you contacted CIC on March 25, 2015, and stated that you are the holder of the Visa card, did not open the accounts in question and believed that the orders was fraudulently placed with us by a third party utilizing your Visa card. In response, CIC cancelled the membership and locked the accounts.
Since you believe that the order was fraudulently placed with us by a third party, we encourage you to file a police report and to watch your accounts carefully in the event of other fraudulent use.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $2.00 on April 8, 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 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 TrackerSM.
Our records indicate that you enrolled with Experian Credit TrackerSM on April 22, 2015, and followed by a request to cancel the membership on July 3, 2015. At the time of cancellation, a...

one month courtesy refund was issued for $21.95. A welcome email notification was sent to the email address you provided at the time of enrollment.
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.
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.
We apologize for any inconvenience or misunderstanding. Customer satisfaction is our priority, as a courtesy we have issued a refund of $43.90 on July 7, 2015 for the remaining membership fees. 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 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 August 1, 2014, and followed by a request to cancel the membership on December 8, 2014. At the time of cancellation, a one...

month courtesy refund was issued for $17.99.Customer satisfaction is our priority, and as a courtesy we have issued a additional refund of $71.96 on December 11, 2014. Please allow 7-10 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 additional month that you continue your membership. You may cancel your trial membership at any time 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 $17.99.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]

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 26, 2015, and followed by a request to cancel the membership on April 3, 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 April 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 at sign up: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.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 9, 2015, and followed by a request to cancel the membership on October 25, 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 October 30, 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 your recent request to stop receiving emails and to remove your personal information from our files.  Unfortunately, we are not able to delete your online account and profile at this time.  We are legally obligated to retain records of requests for credit reports from the...

credit reporting agencies, to verify permissible purpose under the Fair Credit Reporting Act.  In addition, pursuant to federal regulatory requirements, we must retain a customer’s core account information (including any-and-all records of customer complaints pertaining to such account) for six (6) years.  Of course, we realize the sensitive nature of this information, and maintain this data with great care for security and respect for your privacy. We did, upon your request, cancel your free Experian CreditWorksSM membership to stop the monitoring emails from being sent. Thank you for your understanding in this matter.

Thank you for writing and expressing your concern regarding your membership with CreditReport.comTM.
Our records indicate that you enrolled with CreditReport.comTM on January 16, 2015, and followed by a request to cancel the membership on January 26, 2015.
Customer satisfaction is our priority,...

as a courtesy we have issued a refund of $24.95. 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 reflect on your next credit card statement.
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. Our website displays the following disclosure at sign up:
IMPORTANT INFORMATION:
When you order your $1 Credit Reports and FREE Scores here, you will begin your 7-day trial membership in CreditReport.comTM. 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 hope the above information is helpful to you in considering this matter.

Thank you for contacting us regarding the accounts opened at Experian Credit TrackerSM.
Experian Credit TrackerSM does offer a $1.00, 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, 7 day trial and monthly fees thereafter unless and until the customer notifies us of their wish to cancel. This is agreed to when submitting the order.
Our records indicate that you, [redacted] and [redacted] enrolled with Experian Credit TrackerSM on October 2, 2014. The memberships were not cancelled within the $1.00, 7 day trial period. Consequently, in accordance with the published terms of our offer, the credit card provided for your membership was charged our monthly membership fee of $19.95 plus $1.77 sales tax for a total of $21.72 on October 9, 2014. A welcome email notification was sent to the email address you provided at the time of enrollment.
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 $19.95 plus $1.77 sales tax for a total of $21.72 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
In addition the credit card provided for the memberships, for Maxine and [redacted] was charged the monthly membership fee of $19.95 for a total of $39.90 on October 9, 2014.
On October 10 2014, we received notification from [redacted] to cancel the memberships. As a courtesy, we have issued a refund of the monthly membership fees of $19.95 plus $1.77 sales tax for a total of $21.72 for Ms. [redacted] and $39.90 for Mr. and Mrs. [redacted]’s memberships. 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.
We appreciate the time you took to send us his comments and suggestions. We value the input from our customers; 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.

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]