Experian Consumer Services

Thank you for writing and expressing your concern regarding your membership with Experian Credit TrackerSM. 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 appreciate your feedback and have noted your concerns.

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.  One point that I do NOT agree with, though, is the way this "offer" is wrapped in the FICO score.  Experian should send a "REMINDER" email prior to 2 days to trial expiration.  I guarantee a considerable amount of individuals lose money due to current practice and don't pursue. Their current practice isn't a good way to do business, nor does it instill consumer confidence.
Regards,
[redacted]

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 two complimentary Experian(R) credit scores and trial memberships into Experian Credit TrackerSM were ordered on March 24, 2015 utilizing a Visa with the last four digits 9984.  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 March 31, 2015.Additionally, our records show that you contacted CIC on April 2, 2015 and stated that you are the holder of the Visa, did not open the account in question and believe that the orders were fraudulently placed with us by a third party utilizing your Visa.  Since you believe that the orders were 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 $31.98 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 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 of a refund for the amount charged to me would be a satisfactory conclusion.  I will wait for the business to perform the refund and, if it does, will consider this complaint resolved.
In addition, thank you Revdex.com for helping me resolve this issue. I appreciate you helping me obtain a rightful & fair resolution to this matter. Experian - You should correct your website so that other consumers are not deceived by the feature to request "only your FICO for $3.00" in the future.Regards,
[redacted]

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM.   Our records indicate that you ordered a one dollar credit report along with a trial membership on July 15, 2016.  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 $21.95.  Also, on July 15, 2016 you had ordered a 3 bureau report for $39.95.  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 September 24, 2016.  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 $43.90 on September 1, 2016.  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 INFORMATION When you order your $1 Credit report and FICO® 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 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 will be ok, although still does not resolve the fact their site fails to function properly. Which has forced me to drop their services and seek another company that I can successfully print out a report with out having to print a 180 page web display of my report. They could have at least emailed the printer friendly version also.  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 September 23, 2014, and followed by a request to cancel the membership on October 2, 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 $19.95 plus $1.25 sales tax for a total of $21.20 on October 4, 2014. Please allow 7-10 business days for these funds to process to your credit card account.  It is also important to note that this refund may not be reflected on your credit card statement for 1-2 billing cycles.
At this time we would like to express our regret that your experience with 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 payment page:
PAYMENT INFORMATION
When you order your $1 Credit Report and FREE Score here, you will begin your 7-day trial membership in Experian Credit TrackerSM Credit Monitoring. 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 $19.95 plus $1.25 sales tax for a total of $21.20/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 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 Experian Credit TrackerSM.   Our records indicate that you enrolled on October 5, 2010.  On December 26, 2014, the benefits of the membership were upgraded.  Notifications were sent regarding this...

change.   This was followed by a request to cancel the paid membership on March 2, 2018.     Our records indicate that you had called in three times and accepted discount amounts for either 12 or 24-month periods.  This explains why the billing on your membership was changing often.  It is our policy to send email notifications of these discounts and the period they are in effect.   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.

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 12, 2015, and followed by a request to cancel the membership on April 22, 2015.  Customer satisfaction is our...

priority, as a courtesy we have issued a refund of $21.95 on May 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 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 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 your membership was cancelled on March 28, 2018.   At the time of cancellation, a one month courtesy refund was issued for $19.95 and a cancellation email...

notification was sent to the email address you provided at the time of enrollment. We apologize for any inconvenience our hold times caused you.  We appreciate the time you took to send us your comments and will take this feedback into consideration as we continue to improve.   We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I never signed up for a membership or monthly charge - not to my knowledge - nor did I receive "welcome emails" that described that I was going to get charged every month.  If you are a transparent company, I would have easily been aware of what it meant to "buy" a $1 credit check and be signed up for monthly charges.  If you disclose this information up front, as you say, you obviously do it in a sneaky way...and I am sure I'm not the only one to make this complaint.  Therefore I would say that you need to look at how you inform your customers of, how, when, and for how much they will be billed.  Because I had no idea.  Also, it is not acceptable to have to wait on the phone for over an hour, on hold, in order to cancel a membership.  Or even to talk to anyone for that matter, about a question.  Why not make a "cancel" membership button, or "chat" feature on your website?  Obviously because you are understaffed and don't want to make it convenient for people to cancel.  You would rather have it be an inconvenience for people in hopes that they just ignore it.  Well I'm not ignoring it.  You are a dishonest non-transparent company that the public needs to be aware of.

Thank you for the opportunity to respond to your concerns.We apologize for any misunderstanding or inconvenience.  Our representatives contacted you regarding the referenced invoice on June 22, 2017.  A copy of the related business contract has been sent to you.  If any additional...

assistance is needed, please feel free to reach out.  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 February 2, 2015, and followed by a request to cancel the membership on March 17, 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 $43.90 plus $2.74 sales tax for a total of $46.64 on March 17, 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 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.
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. Click Here to get your free annual credit report available under federal law.
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 26, 2015, and followed by a request to cancel the membership on September 16, 2015. At the time of cancellation,...

a one month courtesy refund was issued for $21.95 to the credit card on file.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $43.90 on September 18, 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.
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 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 17, 2015, and followed by a request to cancel the membership on August 4, 2016.  A Welcome email notification...

was sent to the email address you provided at the time of enrollment Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95 on August 4, 2016 and $241.45 on August 8, 2016.  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 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. 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.
If  satisfaction was truly something you were interested in then while on the phone you would of had the fraud department pick up the phone. Instead they totally refused. So instead I had to call my bank, and instead to just canceling my card and issuing another I spent an hour filing a dispute on the charges that you refused to talk to me about. Now after a Revdex.com complaint you want to "give" me back my money that you refused to talk to me about. YOU are the problem I am complaining about and your do nothing response is not acceptable.
Regards,
[redacted]

Thank you for contacting us regarding the account opened at [redacted]. [redacted] 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 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 [redacted] on March 22, 2015. 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 was charged our monthly membership fee of $17.99 on March 29, 2015, for each of their accounts. Email notifications were sent to the email address you provided at the time of enrollment. On March 29, 2015 your membership with [redacted] was upgraded to Experian Credit TrackerSM. On April 27, 2015, we received notification from [redacted] and [redacted] to cancel the memberships.  At the time of cancellation, a one month courtesy refund was issued for $17.99 to the credit card on file. To ensure your satisfaction, we have issued an additional refund of $50.94 on May 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 at sign up: IMPORTANT INFORMATION: When you order your $1 Credit Report & FICO® Score, you will begin your 7-day trial membership in Experian Credit TrackerSM. If you don't cancel your membership within the 7-day trial period*, you will be billed $21.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge. Please be advised that the price disclosed when you subscribed was $17.99. 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 CreditWorksSM.  Our records indicate that you ordered a one-dollar credit report along with a trial membership on September 22, 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 October 3, 2017, and on or about the 3rd of each following month. A welcome email notification was sent to the email address you provided at the time of enrollment. On January 4, 2018, the paid benefits of the membership were discontinued.  In response to your complaint, all membership benefits were canceled effective January 5, 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 $87.80 on January 5, 2018.  Please allow 3 - 5 business days for these funds to process to the credit card account.We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

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 3, 2014, and followed by a request to cancel the membership on October 14, 2014. ...


Customer satisfaction is our priority, as a courtesy we have issued a refund of $15.95 on October 25, 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 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 $14.95 for each month that you continue your membership. You may cancel your trial membership anytime within the trial period without charge.
It is unfortunate that you had such an adverse experience while dealing with ConsumerInfo.com(R).  However, while servicing several hundred thousand customers, experiences like this are the exception and not the rule. ConsumerInfo.com(R) vigilantly strives to provide the highest standards of customer care and satisfaction.
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 August 13, 2014, and followed by a request to cancel the membership on November 28, 2014.
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 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 & 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 hope the above information is helpful to you in considering this matter.