Experian Consumer Services

We appreciate your feedback and have noted your concerns.
After conducting an additional review, our decision remains the same; as a courtesy we have provided a refund in the amount of $69.90.

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 June 10, 2016.  A welcome email notification was sent to the email address you provided at the time of enrollment....

 This was followed by a request for cancellation on September 21, 2016.  We do not have a record of a cancellation request prior to this date.  At the time of cancellation, a four month courtesy refund was issued in the amount of 87.80.  Please allow 3 - 5 business days for these funds to process to your credit card account.  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 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 cancel.  The customer agrees to these terms when submitting their order.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.

Thank you for writing and expressing your concerns with 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 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] enrolled with Experian Credit TrackerSM on January 15, 2015 and [redacted] enrolled on January 18, 2015. The memberships were not cancelled within the trial period.  Consequently, in accordance with the published terms of our offer, the credit cards provided were charged our monthly membership fee of $21.95 on January 22, 2015 and January 25, 2015 and on or about the 22nd  and 25th of each subsequent month, for each of the accounts. Our records also show that on March 24, 2015, we received notification via our Voice Response Cancellation Unit to cancel the memberships. Our records further indicate that on April 12, 2015 [redacted] logged back into his membership. At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  Our website displays the following disclosure at sign up:IMPORTANT INFORMATION: When you order your $1 Credit Report & FICO® Score, you will begin your 7-day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7-day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.We apologize for any misunderstanding or inconvenience. To ensure your satisfaction, we have issued a refund in the amount of $155.75 to the [redacted] Card ending in [redacted] to [redacted]’s account and of $93.85 to the [redacted] card ending in [redacted] to [redacted]’s account, for a total of $249.60. 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 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.Actually you do need a credit report. I purchased the report because annualcreditreport wouldn't let me get a free one on the site. Right now    
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 February 1, 2016.  A welcome email notification was sent to the email address you provided at the time of...

enrollment.  On July 27, 2016, the benefits of the membership were upgraded and the monthly price increased from $21.95 to $24.99.  Notifications were sent regarding this change.  This was followed by a request to cancel the membership on November 13, 2017. On this date a refund was issued to you in the amount of $24.99. Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $274.89 on November 16, 2017.  Please allow 3 - 5 business days for these funds to process to your credit card account.  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.  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 cancel.  The customer agrees to these terms when submitting their order.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.
Update: I received the refund. Thank you. Hopefully something can be done to stop these unauthorized 3rd parties trying to take advantage of what you're company has to offer.
Regards,
[redacted]

Thank you for contacting us regarding the account opened at Freecreditreport.com(R).
Freecreditreport.com(R) does offer a $1, 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 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 Landon Gray and Alivia Gray each enrolled with Freecreditreport.com(R) on October 22, 2014. The memberships were not cancelled within the 7-day $1 trial period. Consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee of $14.99 on October 29, 2014, for each of their accounts.
On November 20, 2014, we received notification from Landon Gray to cancel the memberships. As a courtesy, we have issued refunds of the monthly membership fees of $14.99 for each membership for a total of $29.98. 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 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 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. If I can be of any further assistance to you in connection with this issue please do not hesitate to contact me.

Thank you for writing and expressing your concern regarding your membership with [redacted]TM. Our records indicate that you enrolled with [redacted]TM on March 17, 2015, and followed by a request to cancel the membership on April 7, 2015.  Customer satisfaction is our priority,...

as a courtesy we have issued a refund of $24.95 plus $2.21 sales tax for a total of $27.16 on April 12, 2015.  Please allow 3 - 5 business days for these funds to process to your credit card account.  It is also important to note that this refund should appear on your next credit card statement. At this time we would like to express our regret that your experience with [redacted]TM 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 [redacted]. 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 strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for contacting us regarding the account opened at CreditReport.comTM.
CreditReport.comTM does offer a 7-day $1 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 7-day $1 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 CreditReport.comTM on August 22, 2014. The memberships were not cancelled within the 7-day $1 trial period.  Consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fees of $29.95 on August 31, 2014 and $24.95 on September 5, 2014, for each of their accounts.
We do not have any record of you requesting cancellation prior to being charged for the membership fee. Based upon this complaint, we have cancelled the memberships and issued a refund of the monthly membership fees of $164.70 on November 6, 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 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.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.
In addition the credit card provided for the membership for [redacted] was charged the monthly membership fee of $29.95  
We apologize for any inconvenience or misunderstanding 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 September 5, 2017. Customer satisfaction is our priority, we have cancelled your membership effective October 5, 2017 and on the...

same date we have issued a refund of $29.95.  Please allow 3 - 5 business days for these funds to process to your credit card account.  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 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 April 6, 2016, and followed by a request to cancel the membership on April 17, 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 April 21, 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 is not a credit bureau, and our online credit reports are premium products requiring the applicable fee listed on each respective order form.
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 [redacted]TM.Our records indicate that you enrolled with [redacted]TM on June 21, 2013, and followed by a request to cancel the membership on March 2, 2015.  At the time of...

cancellation, a one month refund was processed in the amount of $12.95.Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $142.45 on March 7, 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 [redacted]TM 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:PAYMENT INFORMATIONYour credit card will be charged $12.95 today, and for each month that you continue your membership. You can cancel at any time 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 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 June 3, 2015, and followed by a request to cancel the membership on July 13, 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.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95 on July 15, 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.

Revdex.com:
I understand the practiced response in regards to my complaint. And I'm well aware how far feedback like this goes, it's not profitable to alert people to increased billing amounts. But most certainly if I'm going to 'owe' money on a service then I better have had full access to that service which includes my online account with my credit score and my credit report if you're going to charge me the same monthly amount. At this time I have learned my lesson not to engage in any further business with Experian and find that this resolution which includes my requested refund 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 apologies for any misunderstanding, we have fully refunded the charges you incurred a total of $84.85. 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.  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 a complimentary Experian(R) credit score along with a trial membership in Experian Credit TrackerSM was ordered on April 19, 2015 utilizing a [redacted] card with the last four digits [redacted].  Since the complimentary trial membership was not cancelled in accordance with the published terms of our offer, the card provided was charged our monthly membership fee on April 26, 2015. Additionally, our records show that you contacted CIC on April 27, 2015, and stated that you are the holder of the [redacted] card, did not open the account in question and believed that the order was fraudulently placed with us by a third party utilizing your [redacted] card.  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 $21.95 on April 28, 2015.  Please allow 3 - 5 business days for these funds to process to your credit card account.  It is also important to note that this refund should appear on your next credit card statement. We hope the above information is helpful to you in considering this matter.

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]
for the record:
Due to your glitch and no benefit to me and if the partial refund of $159.60 is applied to current credit card on file as my credit card advised to wait the pending time, to be assured; I am out $478.35 of my money. I am confused why a reputable company will hold me financially responsible for your company's  financial gain. Your lack of compassion is causing me stress.  As resolution,I am asking you make the balance amount of $478.35 as a one time gift to woundedwarriorproject.org 
I hope this can be resolved by you sending verification of the above terms. Thank you, [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.
[On Dec. 3, when you cancelled my account, when I went back in, I signed back up. (The message said I was eligible for the $1 7-day trial period. On Dec. 4, you cancelled my account again. I would like my 7 day trial reinstated or you can refund my $1. Yes, my $1. At this point, I have still not received my refund for the charge you made to my debit card on Dec. 3. This whole situation has been so unprofessional.
Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM. Our records indicate that you enrolled with Experian Credit TrackerSM on December 24, 2015, and followed by a request to cancel the membership on January 2, 2016.  Customer satisfaction...

is our priority, as a courtesy we have issued a refund of $21.95 on January 7, 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 [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]