Experian Consumer Services

Thank you for contacting us regarding the account opened at Experian Credit TrackerSM.
Our records indicate that [redacted] and Michael [redacted] enrolled with Experian Credit TrackerSM on June 29, 2015. The memberships were not cancelled within the trial period. Consequently, in accordance with...

the published terms of our offer, the credit card provided was charged our monthly membership fee of $21.95 on July 7, 2015, for [redacted]’s account.
On July 8, 2015, we received notification from you to cancel the memberships. As a courtesy, we have issued a refund of the monthly membership fees of $21.95 and $4.95 for a total of $26.95 on July 10, 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 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 ordering your credit report with Experian Credit TrackerSM.
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, defendant 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.
Customer satisfaction is our priority, as a courtesy we have arranged for the Experian(R) Credit Bureau to mail a copy of your Experian(R) Credit report on December 10, 2015. Your Experian(R) Credit report should arrive in 7-10 days from the day it was ordered.
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 with Experian Credit TrackerSM on October 9,2014, and followed by a request to cancel the membership on October 16, 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 on October 17, 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 $19.95 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]

Thank you for the opportunity to respond to your concerns regarding your membership with Experian Credit TrackerSM.Our records indicate that you enrolled with Experian Credit TrackerSM on November 24, 2017.  On November 28, 2017, your cancellation request was processed and a confirmation email...

was sent to you.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 the opportunity to respond to your concerns regarding your Experian CreditWorksSM membership.Our records indicate that you enrolled in a trial membership with Experian CreditWorksSM on July 14, 2017.  On July 23, 2017, the paid benefits ended and the membership transitioned into...

our free product offering, Experian CreditWorksSM Basic.Our records additionally indicate that on July 14, 2017 you enabled the CreditLock benefit offered via the membership. On July 19, 2017, our records show that there were two attempted bank or credit card inquiries made to your credit file.  Email alerts were sent to you at the time of these attempts. On July 20, 2017, you contacted us and the CreditLock feature was disabled. Our records indicate that a bank or credit card inquiry was made on your Experian(R) credit report on July 24, 2017, which was allowed due to the CreditLock feature being disabled.  A credit alert email was sent to you at the time of the inquiry. In response to your complaint, we canceled all membership benefits on August 4, 2017.We apologize for any misunderstanding or inconvenience.  We feel it is important to keep our customers informed.  Our website includes the terms and conditions of our credit monitoring memberships, including the following information about the Credit Lock feature.  Our customers agree to these terms and conditions during the enrollment process.“By requesting an Experian CreditLock to be placed on your behalf, you are requesting to restrict most third party access to your Experian credit report. You acknowledge that your Experian credit report, when locked with Experian CreditLock, may still be accessible by third parties in certain instances deemed to be low-risk by ECS, including access to your Experian credit report by the following third parties: (1) You, as part of any Service offering Experian CreditLock as a benefit; (2) potential employers or insurance companies; (3) companies that have an existing credit relationship with you; (4) collection agencies acting on behalf of companies or individuals on a debt you may owe and related collection activities; (5) government agencies in connection to a child support claim, or government investigations; (6) personalized credit opportunities and other offers for products or services that may be available to You through ECS or through unaffiliated third parties, such as credit card offers, if you choose to receive them; and (7) companies providing pre-screened credit card offers. Please understand that your Experian credit report will be unlocked if you cancel a Service that includes Experian CreditLock as a benefit, or downgrade to a Service that does not include Experian CreditLock as a benefit.”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.
[Did not receive stated product or service nor did I order it.]
[redacted]

Thank you for informing us of your recent experience with Experian Credit TrackerSM.  Experian Credit TrackerSM 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.Customer satisfaction is our priority, as a courtesy we have issued a refund of $19.95 on January 24, 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 informing us of your client’s recent experience with CreditCheck(R) Total.   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.   We apologize for any inconvenience our hold times may have 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 our service.   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.  Please note our members have the option of writing in to the following address to cancel their membership.  Mail delivery does take 7-10 business days to arrive. Experian Consumer Affairs PO Box 2390 Allen, TX  75013   In the future, we recommend visiting www.annualcreditreport.com which allows consumers to request a free credit report, once every 12 months from each of the three nationwide consumer credit reporting companies.

Thank you for contacting us regarding the accounts opened at Experian Credit TrackerSM. Experian Credit TrackerSM does offer a one dollar 7-day trial membership in a monthly credit monitoring product.  Our website fully describes the offer and the order form details the terms and conditions,...

including billing at the end of the one dollar trial and monthly thereafter unless and until the customer notifies us of their wish to cancel.  This was agreed to when submitting the order.  A Welcome email notification was sent to the email addresses provided at the time of enrollment.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.Our records indicate that you enrolled with Experian Credit TrackerSM on April 28, 2016.  The memberships were not cancelled within the one dollar 7-day trial period.  Consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee of $21.95 on May 6, 2016 and on or about the 6th of each month following, for each of the accounts.  Please note that your price increased on August 6, 2016 from $21.95 to $24.99.  Emails were sent on July 27, 2016 to inform you of the increases.On August 21, 2016, we received notification from you to cancel the memberships.  As a courtesy, on August 21, 2016, we issued a refund of the monthly membership fees of $24.99 and on August 23, 2016 a refund of $65.85 for each membership.  Please allow 3 - 5 business days for these funds to process to your credit card account.  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.In order to better assist you, please respond with additional information about why you do not find our resolution to be satisfactory.Refunds for both monthly membership fees have been issued, an amount totaling $43.90.Our customers are very important to us and we look forward to hearing from you with the information requested above.  We apologize for any inconvenience.  Thank you for your understanding and cooperation.

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 February 5, 2018.  The membership was not canceled; consequently, you were billed our monthly membership...

fee on February 15, 2018.  On February 15, 2018, you contacted us and the membership was canceled.  On this date, a courtesy refund was issued to you in the amount of $29.95.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.

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

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.
P.S. I do not believe that Experian has a valid debit card for me on file. I believe they will need to contact me for this information, as the debit card that they were charging me from was cancelled. Can you please help me to ensure that their stated refund will go to the right place? thank you.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 May 31, 2015, and followed by a request to cancel the membership on June 9, 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 $19.95 on June 11, 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.

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 Experian CreditWorksSM.Our records indicate that you enrolled with Experian CreditWorksSM Plus on August 7, 2017.  On the same date, you contacted us and the paid benefits were discontinued.  You began with our free membership,...

Experian CreditWorksSM Basic, afterwards.  This membership offered you a free refresh of your Experian(R) report and FICO(R) Score every 30 days.  In response to this complaint, the free membership has been canceled.Our records also indicate that you enrolled with Experian Credit TrackerSM on October 28, 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.  On November 2, 2017, the membership was canceled.  The membership ended within the trial period and no monthly membership fees were incurred.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 July 6, 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 15, 2017, and on or about the 15th of each following month.  A welcome email notification was sent to the email address you provided at the time of enrollment. On February 21, 2018, you contacted us and the membership was canceled.  On this date, a courtesy refund was issued to you in the amount of $21.95.  On February 28, 2018, your financial institution collected fees on your behalf in the amount of $65.85.  For additional information regarding these funds, please contact your card issuer.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.  As a courtesy, we have issued an additional refund totaling $43.90 on March 2, 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 March 11, 2015, and followed by a request to cancel the membership on March 19, 2015.
Customer satisfaction is...

our priority, as a courtesy we have issued a refund of $21.95 for the membership fee on March 31, 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 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 contacting us regarding the accounts opened at Experian Credit TrackerSM. Our records indicate that you and your husband enrolled with on September 27, 2011 and May 30, 2011 respectively. Our records show that both memberships were cancelled on March 6, 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 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.