Complaints

This profile includes complaints for Experian Consumer Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Experian Consumer Services

  535 Anton Blvd Ste 100 Costa Mesa, CA 92626-7199

• 

  Experian Consumer Services

  221 W 79th St Apt 3R New York, NY 10024-6229

• 

  Experian Consumer Services

  213 Willow Bend Ste. 152B Sacramento, CA 94203-0001

• 

  Experian

  1100 NW Loop 410 San Antonio, TX 78213-2263

• 

  Experian Consumer Services

  475 Anton Blvd Costa Mesa, CA 92626

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wednesday, March 6th I tried to access my account at ********************** to lift a freeze so an application for a credit card could be lifted. When I entered my username and password (which I had written down so I know it was correct), their system said it was sending me a two-step verification code but I never received it. I had chosen to have a phone call because the number in the account was a land line number. I tried entering my cell phone number and choosing a text message, but the website always retained the last four digits of the landline even though it was accepting my cell phone number. I then called Experian, only to get an series of recordings that said it couldn't understand my request. I asked for a representative but the recording says it cannot direct me to a representative. On March 10th I tried logging in again on the computer, didn't work. I then called ************** and chose option 2 for "dispute". I was on hold from 1:10-1:50 PM. I spoke with ********* who said he could see my account. He said it was not frozen, but there was a fraud alert on it. I said please remove the fraud alert, and he said he did. He also said one problem with my log in attempts was my "username" is not an email address, and that a year or two ago their system went to all email addresses for usernames. But he couldn't help me change it. I also said, I need to change the landline number to a cell phone number. He said to call the number above and state "Activate my membership account". When I did this I just got the same recording as before. I called again on March 11th when ********** once again said they couldn't access my Experian credit score. This time I spoke with ****** after being on hold from 2:10-2:55 PM. She wanted me to repeat what I have done 5 times. I asked to speak to a supervisor. She said "Mr. **** will call me in ***** hours". I never received a *******'s 3/17 and I still haven't been able to access my account or someone who can help.

  Customer Answer

  Date: 03/21/2025

  I submitted this complaint because I was having so much difficulty with Experian and their lack of customer support to access my account.  The three screen shots are to show that their two-step identity verification doesn't work.  Although I get an option to choose text or call with the last four digits of my cell phone number, the third screen always states that the text or call went to my land line.  Never once did I get a call to my landline, another system failure.  

  There also is the question of why, after I spoke to two different people who claimed they lifted the freeze on my account, why can't Chase **** see my credit report?  

  I did get a copy of my credit report from Experian in the mail and was able to see that they had my husband's old work number listed.  He retired three years ago and that number was never my number.  I went online and filed an electronic dispute to have it taken off.  When I did this I had to create a new account because my previous account wouldn't let me in (see first paragraph).  

  The resolution I seek is for Experian to 1.  Fix their two-step verification system.  2.  Have a way to reach a person when the automated system can't resolve the customer's issue.  

  Business Response

  Date: 03/28/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative left a message requesting to reach you at 2:00 PM on March *******. At this time, we would like to express our regret that your experience with Experian may not have met your expectation or our standard of excellence.  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

• Initial Complaint

  Date:03/16/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Attempting to log in to unfreeze my credit and the Experian online system is completely broken. Cannot get the system to send me a 6 digit PIN to allow me to log in / create a new password. The phone line in question is working correctly but the system is not calling with a voice PIN.

  Customer Answer

  Date: 03/16/2025

  Complaint submitted to wrong Experian office - please delete

  Business Response

  Date: 03/28/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative left a voicemail requesting to reach you at 1:20 PM on March 28, 2025. At this time, we would like to express our regret that your experience with Experian may not have met your expectation or our standard of excellence.  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

• Initial Complaint

  Date:03/15/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please have Experian update my SSN NUMBER FROM *********** to ***********. Im providing supporting documents Copy of ID Copy of SSN CARD copy of Utility Bill

  Customer Answer

  Date: 03/16/2025

  I ******************************* opened this claim regarding credit bureaus updating my ssn from each bureau

  Business Response

  Date: 03/21/2025

  We are responding to your request to combine your credit reports due to a social security number change. We store information based on identification information provided by credit grantors and public records. Once you report your new social security number to your credit grantor(s), they may report it to us. You can re-enroll to create a new membership using your new social security number. Thank you for your understanding and cooperation.
  

• Initial Complaint

  Date:03/15/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Experian needs to update my SSN NUMBER from *********** to *********** ASAP. Providing supporting documents Copy of ID Copy of SSN CARD Copy of utility bill

  Customer Answer

  Date: 03/16/2025

  I evgheni bozbei filed this complaint myself and its valid bureaus need to update my ssn asap

  Business Response

  Date: 03/21/2025

  We are responding to your request to combine your credit reports due to a social security number change. We store information based on identification information provided by credit grantors and public records. Once you report your new social security number to your credit grantor(s), they may report it to us. You can re-enroll to create a new membership using your new social security number. Thank you for your understanding and cooperation.

• Initial Complaint

  Date:03/15/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Experian needs to update my SSN number from *********** to *********** Asap ive uploded to experian/upload been over month no response. Providing Copy of ID Copy of SSN CARD Copy of utility bill

  Customer Answer

  Date: 03/16/2025

  I submitted this complaint myself ******* ******

  Business Response

  Date: 03/21/2025

  We are responding to your request to combine your credit reports due to a social security number change. We store information based on identification information provided by credit grantors and public records. Once you report your new social security number to your credit grantor(s), they may report it to us. You can re-enroll to create a new membership using your new social security number. Thank you for your understanding and cooperation.

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have lost access to my Experian account and suspect potential identify theft and fraud. I have made every feasible effort to get in contact with an Experian representative or utilize any and all login options from the Experian portal. The portal states my phone number is not recognized (which leads me to suspect potential identify theft) and no automated text messages from Experian are being sent. This all takes place despite entering my email, birthday, phone number and social security number accurately. It appears I have absolutely no possible other avenue of recourse other than filing formal complaints and hoping for human assistance.

  Customer Answer

  Date: 03/14/2025

  This message is for the requested clarification.

  Yes, I, ****** ******, have created and authorized the formal submission of this complaint with Experian. 

  I have used Experian for a long period of time for credit monitoring and have lost access to my account. No amount of effort on my part independently up until this point has fixed the issue or gotten me in contact with someone who could help.

  Business Response

  Date: 03/19/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R).  If you believe that your profile credentials have been changed by an unauthorized third party, you may request that the existing member profile be deleted from our website.  Once completed, you would then be able to create a new profile and reauthenticate your identity.  To begin this process, we will need additional information. Please provide us with all of the following, along with a description of your request
  
  
  Copy of your Social Security number card
  Copy of your current drivers license or government-issued photo ID reflecting your current address
  Copy of a current utility bill or bank/insurance statement reflecting your current address
  
  Please fax the requested documents to:  **************
  ATTN:  Experian Consumer Affairs (Ref# *********)
  
  Or, you can mail to:
  Experian Consumer Affairs
  PO Box 2390
  ***************
  
  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.

  Customer Answer

  Date: 03/24/2025

  I would like a representative to contact me directly. 

  My phone number is *************

  Business Response

  Date: 03/28/2025

  Thank you for writing and expressing your concern regarding your membership.Once we receive the requested information, we can escalate your concerns to our engineers for further assistance. Depending on our findings, we will contact you for additional information or notify you upon resolution of the problem.  Please contact our agent using the contact information provided to you by voicemail message if you have any additional questions during the resolution process. We hope this information is helpful when considering this matter. 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.

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to unfreeze my credit but Experian won't let me login in. I have tied to log in for the past three days. I've tried all of their suggested solutions and nothing works.I can't get car insurance if the insurance company can't check my credit. No insurance means I can't drive my car so I will lose my job. I unfroze my credit wit Equifax and ********** with no problems. If you can help me resolve this problem I would be forever grateful.

  Customer Answer

  Date: 03/12/2025

  I tried to UNFREEZE my credit with Experian. I have tried calling them and emailing them repeatedly but no matter what I do they won't respond to me. I unfroze my credit with the other two credit reporting agencies with no problem (******* and **********). PLEASE I need to UNFREEZE my credit with Experian or I am going to lose my job!!! The forums online showed me that I am not the only person dealing with this issue. PLEASE help me I am desperate.

  Thank you,

  ******* *******.

   

  Business Response

  Date: 03/19/2025

  Thank you for bringing up your concerns regarding Experian(R). We appreciate your feedback and have noted your concerns. We show you were successful in temporarily removing your freeze on March 14, 2025. There is no Experian membership for you showing on our **************************** website. We recently updated our processes for administering security freezes.  To add or remove a security freeze online, a consumer must visit *********************************************************************; Existing Experian members will be prompted to sign into their membership.  Non-members will be prompted to create a free membership in Experian CreditWorksSM Basic or an Experian Service Account. ************************************************** Basic is a free product that provides consumers access to their Experian credit report and FICO(R) Score daily,along with monitoring alerts that are updated daily.  In contrast, an Experian Service Account does not involve enrollment in a membership. It is an online portal through which consumers may log in to manage a security freeze, submit disputes, and review dispute results. If consumers cannot or choose not to access our online services, they can contact us by phone *************) or by mail (ECA, ****************************).

• Initial Complaint

  Date:03/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have asked repeatedly to add my rental payments to my Experian Boost account with **********************. I have connected my bank account for which I pay my rent through the rentcafe portal. Please help me to correct this error for the 10th request to Experian.Thank you for your help in this matter.

  Customer Answer

  Date: 03/12/2025

  I authorize the BBB to resolve my complaint regarding my rental payments not being added to my credit file. My apartment rental company's payment to my checking account is PARAGON AND PAID THROUGH ********. THIS WAS REMOVED WITHOUT MY PERMISSION.

   

  Please advise.

  Business Response

  Date: 03/28/2025

  Thank you for reaching out regarding your concerns with Experian BoostTM. An account must be a utility or telecom (mortgages are not included)with at least three bills paid from the connected bank account over the last six months to be eligible for Experian Boost. Experian Boost also only picks up online payments and does not include checks or cash payments.  Additionally, Experian Boost requires that you have online banking with your bank or credit union.  We cannot manually add accounts to your Boost program.  Once you establish a link with your bank and Boost by signing in with your bank credentials on our site, the accounts are then identified by our program and presented to you for verification. There are instances where Experian Boost cannot identify certain utilities, and the feedback received is provided to our development team.  As we continue to improve, your utilities may become eligible. We suggest keeping your bank account connected as the system will continue to scan, and if, at some point,your utility or telecom payments become eligible, you will be notified via email.

  Customer Answer

  Date: 04/01/2025

  My ***/******* rental account was listed and now the are saying that it is now being transmitted thru my bank account. I have proof of these transactions. My account is on this site and I want it restored ASAP!. This error is affecting my credit score. Please correct this error ASAP!.

  Business Response

  Date: 04/07/2025

  Thank you for reaching out regarding your concerns with Experian BoostTM. An account must be a utility or telecom (mortgages are not included) with at least three bills paid from the connected bank account over the last six months to be eligible for Experian Boost.  Experian Boost also only picks up online payments and does not include checks or cash payments. Your name and/or address with your bank doesn't match your Experian membership profile, so we couldn't validate your details. Additionally, Experian Boost requires that you have online banking with your bank or credit union. We cannot manually add accounts to your Boost program.  Once you establish a link with your bank and Boost by signing in with your bank credentials on our site, the accounts are then identified by our program and presented to you for verification. There are instances where Experian Boost cannot identify certain utilities, and the feedback received is provided to our development team.  As we continue to improve, your utilities may become eligible. We suggest keeping your bank account connected as the system will continue to scan, and if, at some point, your utility or telecom payments become eligible, you will be notified via email.
  
  

  Customer Answer

  Date: 04/07/2025

  My bank has always been an online bank at one time you did except CDC-PARAGON as my housing rental account. Restore my account ***-PARAGON to rental status like it use to be.

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called experian on 03/11/25, on or around 4:40 pm PDT. I got to an American male agent around 5:22 pm PDT. This was a 40 minute hold. That is an excessive hold time. I asked the agent to hold for about 1 minute, however, he then deliberately and willfully disconnected the phone. This is known as call avoidance. I never used profanity or made threats. I called from **************. This BBB complaint is not a request for my credit report and is not a dispute request. Please terminate the employee who disconnected on purpose and reduce your excessive hold times. I am also submitting a complaint about this to the **** and ***.

  Customer Answer

  Date: 03/12/2025

  I give permission to send my complaint 

  Business Response

  Date: 03/19/2025

  Thank you for informing us of your recent experience with Experian CreditWorksSM Basic. CreditWorksSM prides itself on providing an excellent customer experience and vigilantly strives to provide the highest standards of customer care and satisfaction. 
  
  Let us assure you that the statements made to you by our representative are not in accordance with our policies. We will address these allegations directly with the representative and will take the appropriate steps to prevent a recurrence of events.
  
  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 like you that we are able to improve our products and memberships.
  
  We hope the above information is helpful to you in considering this matter.

  Customer Answer

  Date: 03/19/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  ****** *****
  
   

  
  

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Experian had a recent, serious data breach and offers their monitoring service "Identity Works" free for a year. However, the activation code I received for online signup doesn't work, and I will not provide my social security number to them over the phone. Support said I have no other option. ********.

  Customer Answer

  Date: 03/11/2025

  Rivers Casino (**********/************) had a recent data breach (one of several) affecting untold thousands of customers, exposing our social security numbers and so forth. To make amends, they've set up a free year of credit monitoring via Experian's "IdentityWorks" system. I received a letter with a password to enroll, but it was faulty and does not work. I called the supplied support phone number, but was required to provide my social security number to enroll over the phone. I won't do that, so I won't get the credit monitoring service, adding insult to injury.  

  Business Response

  Date: 04/01/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative left a voicemail requesting to reach you at 2:14 PM CT on March 31, 2025. At this time, we would like to express our regret that your experience with Experian may not have met your expectation or our standard of excellence.  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.