Experian Consumer Services

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 1, 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 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 $87.80 on July 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.
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 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 apologize for any inconvenience and 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.

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. I understand that it is partially my fault for not watching my bank statements closely but your company is still ripping people off and your company needs to not mislead its customers in stating you give a free credit score.
[redacted]
[redacted]

Revdex.com:
I have reviewed the business' response to my complaint and am satisfied that they are issuing me a refund. However, I think you should look into their more than questionable business practice as I have seen numerous other reviews of people getting tricked into their ridiculous membership. Furthermore, I am lucky to have a good bank that will waive my overdraft charges, but they should be reimbursing me for this fee. Their response that it's my responsibility to have sufficient funds to pay for their membership would be accurate if I had voluntarily signed up for their scam membership in the first place. Their passive aggressive blaming of me for the scam they are running is ridiculous and they should be punished by someone. I would like a legitimate apology rather than a regurgitation of their scam policies and procedures because I don't care what their "fine print" says. They are running a scam. I never overdraft my account and to be accused of irresponsibility when I didn't authorize those charges is ridiculous. I was never notified of a need to cance or a membership. And they are getting away with a crime. 
Regards,
[redacted]

Thank you for expressing your concern regarding the billing of your Experian Credit TrackerSM credit monitoring account.
Experian Credit TrackerSM does offer a $1 7-day trial membership to our credit monitoring product. However, the trial membership offer is valid for first time customers only....

Returning customers are presented with a "Welcome Back” screen informing them that if they continue with the order process, they will immediately become paying members. This means the credit card we have on file would be billed the day of the enrollment.
Our records indicate that you enrolled with Experian Credit TrackerSM on August 5, 2014. As a returning member, and in accordance with the published terms of our 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 credit card provided was immediately charged the monthly membership fee of $14.95. We then, received notification from you to cancel the membership on December 17, 2014. At the time of cancellation, a one month courtesy refund was issued for $14.95.
As a courtesy, we have issued an additional refund of $59.80 on December 18, 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.
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 June 16, 2015. A welcome email notification was...

sent to the email address you provided at the time of enrollment.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95 plus $1.76 sales tax for a total of $23.71 on June 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.
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 expressing your concern regarding the billing of your Experian Credit TrackerSM credit monitoring account.
 
Experian Credit TrackerSM does offer a $1 7-day trial membership to our credit monitoring product.  However, the trial membership offer is valid for first time...

customers only.  Returning customers are presented with a "Welcome Back” screen informing them that if they continue with the order process, they will immediately become paying members.  This means the credit card we have on file would be billed the day of the enrollment. 
 
Our records indicate that you enrolled with Experian Credit TrackerSM on October 1, 2014. As a returning member, and in accordance with the published terms of our 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 credit card provided was immediately charged the monthly membership fee of $14.95.  We then, received notification from you to cancel the membership on October 7, 2014.
 
As a courtesy, we have issued a refund of $14.95 on October 16, 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.
 
We appreciate the time you took to send us your comments and suggestions.  We value the input from our customers, and assure you we will give serious consideration to the issues you presented to us.  It is through information provided by customers such as you that we are able to improve our products and memberships.
We hope the above information is helpful to you in considering this matter.

Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksTM.Our records indicate that you enrolled with Experian CreditWorksTM on April 13, 2016, and followed by a request to cancel the membership on April 25, 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 April 27, 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 CreditWorksTM 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:PAYMENT INFORMATIONWhen you order your $1 Credit Report and FICO® Score here, you will begin your 7-day trial membership in Experian CreditWorks™. 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 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 January 18, 2015, and followed by a request to cancel the membership on January 25, 2015. A welcome email...

notification was sent to the email address you provided at the time of enrollment.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95. Please allow 3-5 business days for these funds to process to your credit card account. It is also important to note that this refund should reflect on your next credit card statement.
At this time we would like to express our regret that your experience with 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.
Additionally, the statements ascribed to our customer service representative are not in accordance with our policies; we will be addressing these allegations directly with the representative, and will take the appropriate steps to prevent a reoccurrence of such events.
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 membership with Experian Credit TrackerSM.Our records indicate that you enrolled with Experian Credit TrackerSM on August 19, 2015.  In response to this complaint, your membership was canceled, effective 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.  We hope the above information is helpful to you in considering this matter.

I only noticed the issue with the company 11/30/2016.

Thank you for writing and expressing your concern regarding your membership with CreditCheck(R) Total.  We have received your request to cancel your CreditCheck(R) Total membership.Per your request, we have canceled your membership effective February 8, 2018.   Furthermore, customer...

satisfaction is our priority, as a courtesy we have issued a refund of $29.95 on February 8, 2018.  Please allow 3 - 5 business days for these funds to process to your credit card account.  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 June 10, 2015, and followed by a request to cancel the membership on June 16, 2015. A welcome email notification was...

sent to the email address you provided at the time of enrollment.
Customer satisfaction is our priority, as a courtesy we have issued a refund of $21.95, for a total of $21.95 on June 22, 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 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 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.
I have called my bank, [redacted] and read them the transaction number which you have given to me, and the bank has no knowledge of this transaction. You have told me that the money is being held by my 'credit card issuer' which is something that I do not understand. All transactions with Experian were done with a [redacted] DEBIT card. Can you please provide me with the Card details that Experian used to provide my refund? The only card details experian could have had tied to my account was a card number for an expired card. I personally do not have this card number anymore, but I imagine that if Experian actually did attempt to refund me on May 18th, then there should be some record of this and it should include a card number. My bank has informed me that they can only attempt to help track down this money with the card number. I have absolutely no idea how I am supposed to track down this supposed refund with the information that has been provided to me. Please let me know what to do next. 
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 14, 2016, and followed by a request to cancel the membership on May 22, 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 June 1, 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 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 the opportunity to respond to your concerns. We are unable to locate the charges in your complaint.  A representative did reach out to assist you with the charges.  When you locate the credit card being billed, please feel free to call the representative you spoke with on...

September 18, 2017 for additional assistance.

Tell us why here...We appreciate the time you took to send us your comments and suggestions.Based upon your previous comments, your membership with [redacted] has been cancelled. Please accept our apologies for any inconvenience or misunderstanding. If you have any questions or concerns, please call our call center representative at [redacted] or [redacted].With regard to your request for additional reimbursement, we must respectfully decline your request.

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 June 30, 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 July 9, 2016. A Welcome email notification was sent to the email address you provided at the time of enrollment. Per your request, your paid benefits ended on August 8, 2016. You now 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 2, 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.

Thank you for writing and expressing your concern regarding your membership with CreditCheck(R) Total. Our representative reached out to you on September 23, 2017 and spoke with you regarding your membership concerns.  At this time, you indicated that the issue had been resolved. For any...

additional assistance, please reach out to our representative at the telephone number provided to you. We hope the above information is helpful to you in considering this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]  P.S. Thank you for your continued efforts in protecting consumers from predatory businesses. Your organization does very good work

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.
Only resolved if I had reports I requested.  I also asked why they sent them as they did.  From Texas to California is min (3) days. Good customer service.  Given the bad service. A quicker option if used would be as an attachment to email.  A week has passed I'm still waiting.  I guess my response should have been no I'm not satisfied.   Next  day delivery,  even Priority 2 days. 
Regards,
[redacted]