Experian Consumer Services

Thank you for contacting us regarding the accounts opened at freecreditscore.comTM.
freecreditscore.comTM does offer a FREE, 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 FREE, 7-day trial and monthly thereafter unless and until the customer notifies us of their wish to cancel. This was agreed to when submitting the order.
Our records indicate that [redacted] and [redacted] enrolled with freecreditscore.comTM on July 16, 2014. The memberships were not cancelled within the FREE, 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 $9.99 and $17.99 on July 23, 2014, for each of their accounts, respectively. Welcome email notifications were sent to the email addresses that were provided at the time of their enrollments.
On February 26, 2015, we received notification from [redacted] to cancel his membership. At the time of cancellation, a one month courtesy refund was issued for $9.99.
As a courtesy, we have issued a refund of the monthly membership fees of $69.93, on [redacted]’s membership and $143.92 on [redacted]’s membership and canceling her account, for an overall total refund of $223.84. 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.

Thank you for the opportunity to respond to your concerns regarding your membership with CreditCheck(R) Total.  Our records indicate that you enrolled with CreditCheck(R) Total on January 6, 2018.  The membership was not canceled within the trial period; consequently, the card...

provided was billed our monthly membership fees on January 16, 2018, and February 16, 2018.  On February 26, 2018, you contacted us and the membership was canceled.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.  As a courtesy, we issued a refund of $59.90 on March 5, 2018.  Please allow 3-5 business days for the funds to process to your account.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 January 25, 2015, and followed by a request to cancel the membership on May 7, 2015. At the time of cancellation, a...

one month courtesy refund was issued for $21.95 to the credit card on file.  Email notifications were 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 $65.85 on May 13, 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. Our website describes each of our offers and each respective order form details the terms and conditions of the order, including prices and billing. The consumer agrees to these terms when submitting his/her order. 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 any time within the trial period without charge. It is unfortunate that you had such an adverse experience while dealing with Experian Credit TrackerSM, we vigilantly strive 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 hope the above information is helpful to you in considering this matter.

We apologize for any misunderstanding, When following the online dispute link from your Experian Credit TrackerSM membership, you are redirected to the dispute portal on the Experian(R) credit bureau website. An Experian Credit Tracker membership is not necessary to dispute credit information on your credit file. Although there are many benefits of enrolling in Experian Credit Tracker, 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.

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 November 10, 2009, and followed by a request to cancel the membership on November 21, 2017.  On August 1, 2016,...

the benefits of the membership were upgraded and the monthly price increased from $19.99 to $24.99.  Notifications were sent regarding this change. 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. Customer satisfaction is our priority; as a courtesy we have issued a refund of $24.99 on November 21, 2017 and a refund of $124.95 on November 22, 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 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.

We are sorry to read of your dissatisfaction with our response. In an effort to outline our binding policy position on the matter, we can advise the following:
Since your Credit Card Company/[redacted] has accepted these funds, we recommend that you contact them as it relates to this matter.
We do understand and acknowledge your frustration. However, we trust that this explanation has gone some way to clarifying our policies and position on this matter.

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 September 16, 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 September 26, 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 October 25, 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.  We have, as a courtesy, issued a refund totaling $21.95 on September 30, 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 landing page:IMPORTANT INFORMATIONWhen you order your $1 Credit report and FICO(R) Score 8, you will begin your 7-day trial membership in Experian CreditWorksSM. If you don’t cancel your membership within the 7-day trial period*, you will be billed $21.95 for each month that you continue your membership. You may easily cancel your trial membership online anytime within the trial period without charge.We apologize for any inconvenience our hold times caused you.  We appreciate the time you took to send us your comments and will take this feedback into consideration as we continue to improve.  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM. Our records indicate that you enrolled with Experian Credit TrackerSM on July 5, 2015, and followed by a request to cancel the membership on November 29, 2015. At the time of cancellation, a...

refund was processed in the amount of $43.90.  Customer satisfaction is our priority, as a courtesy we have issued an additional refund of $175.60 on December 2, 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 writing and expressing your concern regarding your membership with Experian Credit TrackerSM.Our records indicate that you enrolled with Experian Credit TrackerSM on June 16, 2015, and followed by a request to cancel the membership on November 25, 2015. At the time of cancellation, a...

one month courtesy refund was issued for $21.95. Email notifications were 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 $109.75 on December 2, 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.  We understand how upsetting a potential credit card fraud situation can be.ConsumerInfo.com(R), Inc. (“CIC”) is an affiliated company of Experian(R), the credit reporting agency, and in that capacity provides...

consumers with credit monitoring and internet access to their personal credit reports.Our records indicate that a complimentary Experian(R) credit report and score, along with a trial membership in Experian Credit TrackerSM was ordered on May 9, 2016 utilizing a [redacted] Card the last four digits 1300.  A Welcome email notification was sent to the email address provided at the time of enrollment.  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 May 17, 2016, and on June 17, 2016. Additionally, our records show that CIC was contacted on June 27, 2016 regarding the membership.  In response, CIC cancelled the membership and issued a refund of $21.95 to your [redacted] Card. 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.Our records indicate that as of June 29, 2016 the issuer of your credit card has accepted a refund of the additional membership fee, an amount totaling $21.95. We are therefore unable to refund the monies directly to you, as your credit card issuer has received the refund for you. Please contact your credit card issuer for more details regarding this matter.We apologize for any inconvenience or misunderstanding.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 CreditWorksSM Premium.  Our records indicate that you ordered a one dollar credit report along with a trial membership for Experian CreditWorksSM on June 28, 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 July 6, 2017, and on or around the 6th of each subsequent month . A welcome email notification was sent to the email address you provided at the time of enrollment.   On August 6, 2017, the benefits of the membership were upgraded to Experian CreditWorksSM Premium and the monthly price increased from $21.95 to $24.99.  Notifications were sent regarding this change. Furthermore, in response to this complaint we have canceled your Experian CreditWorksSM Premium effective February 8, 2018. 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 $99.96 on February 8, 2018.  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 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 When you order your $1 Credit report and FICO(R) Score 8, you will begin your 7-day trial membership in Experian CreditWorksSM Premium. If you don’t cancel your membership within the 7-day trial period*, you will be billed $24.99 for each month that you continue your membership. You may easily cancel your trial membership online anytime within the trial period without charge. Please be advised that the price disclosed when you subscribed was $21.95. 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.

We apologize for any inconvenience or misunderstanding.
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.

Thank you for writing and expressing your concerns regarding your membership with Experian Credit TrackerTM.
 
Experian Credit TrackerTM 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 you enrolled with Experian Credit TrackerTM on March 17, 2014, and followed by a request to cancel the membership on October 27, 2014. A one month courtesy refund of $14.95 was processed at the time of cancellation.
 
Additionally, several email notifications were sent to the email address you provided at the time of enrollment.
 
Customer satisfaction is our priority, as a courtesy we have issued additional refund of $104.65 on October 29, 2014.  Please allow 7-10 business days for these funds to process to your card account. It is also important to note that this refund may not be reflected on your card statement for 1-2 billing cycles.
 
At this time we would like to express our regret that your experience with Experian Credit TrackerTM 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 & FREE Score, you will begin your 7 day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7 day trial period*, you will be billed $14.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
 
We 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.

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]
 As I am able to view my personal credit report, I should also be able to file online disputes and its part of my paid membership. Complaints have been filed with the Attorney General, CFPB (Consumer Financial Protection Bureau), other agencies. Please mark this as unresolved.

Thank you for the opportunity to respond to your concerns.We have canceled your CreditCheck(R) Total membership, effective April 7, 2017.  We also refunded an additional $14.97, making your total refund amount $29.95. We apologize for any misunderstanding or inconvenience.  If we may be of further assistance, please do not hesitate to contact us.

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 17, 2016, and followed by a request to cancel the membership on March 29, 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 plus $1.37 sales tax for a total of $23.32 on March 30, 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 informing us of your recent experience with [redacted](R) and Experian.com.  [redacted](R) prides itself on providing an excellent customer experience, and 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.[redacted], Inc.(R) (“CIC”) and the products offered at its website www.Experian.com are affiliated with the company of Experian(R), the credit reporting agency, and in that capacity offer a variety of credit monitoring products and reports, they include online access to consumers’ personal credit reports and scores. To view available product offerings please visit: [redacted].Our records indicate that on March 2, 2015 you ordered your 3 bureau credit report from Experian.com for $39.95.  At enrollment, you entered your personal information and credit card number. The following disclosure is displayed on the 3 bureau credit report order page:PAYMENT INFORMATIONNote: Your credit card will be charged $39.95 once your identity has been confirmed and your report is ready to view. If, for any reason, we are unable to provide you with this report, we will not charge your credit card. Please note this transaction is non-refundable.At this time we would like to express our regret that your experience with [redacted](R) and Experian.com may not have met your expectation or our standard of excellence. Customer satisfaction is our priority, as a courtesy we have issued a refund of $39.95 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.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. Our records indicate that on February 12, 2016 you ordered your 3 bureau credit report and FICO® Scores. At the time you ordered your report, you entered your personal information and credit card number. After...

enrollment the following disclosure is displayed on the 3 bureau credit report order page: PAYMENT INFORMATION Note: Your credit card will be charged $39.95 once your identity has been confirmed and your report is ready to view. If, for any reason, we are unable to provide you with this report, we will not charge your credit card.  Please note this transaction is non-refundable. On that same date, you attempted another 3 bureau credit report order, which was cancelled.  Like many merchants, we run an authorization to check the validity of the card information provided to us before providing services, so it may be that your bank temporarily listed this authorization attempt as a debit.  It was not a billing, however, and would have dropped off the account automatically within a few days. We have issued credit for $39.95 on February 16, 2016.  When we issue a credit it can take from 3 - 5 business days for them to post the funds to your account. It is also important to note that 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 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 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 services and internet...

access to their personal credit reports.Our records indicate that a complimentary Experian(R) credit report and score, along with a trial membership in Experian Credit TrackerSM, was ordered on January 14, 2015, utilizing a [redacted] with the last four digits 5557.  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 January 21, 2015.Additionally, our records show that you contacted [redacted] on May 31, 2015, and stated that you are the holder of the [redacted].  In response, [redacted] cancelled the membership.We apologize for any inconvenience or misunderstanding.  Our records further indicate that your bank has recovered the fees for you, an amount of $21.95 plus $1.95 sales tax, for a total of $23.90, as of June 5, 2015. We are therefore unable to refund thesemonies, as you have already received them back.Customer satisfaction is our priority, as a courtesy we have issued a refund of $87.80 plus $7.79 sales tax for a total of $95.59 on June 15, 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.

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 November 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 have cancelled your membership and issued a refund of $65.85 plus $4.11 sales tax for a total of $69.96 on January 20, 2016.  Please allow 3 - 5 business days for these funds to process to your credit card account.  It is also important to note that this refund should appear on your next credit card statement. At this time we would like to express our regret that your experience with Experian Credit TrackerSM may not have met your expectation or our standard of excellence.  We feel it is important to keep the consumer informed regarding the ordering process.  Our website displays the following disclosure on our product landing page: Important information: When you order your $1 Credit Report & FICO® Score, you will begin your 7-day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7-day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.