Business Profile

Credit Reporting Agencies

Experian Consumer Services

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Reporting Agencies.

Complaints

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

Customer Complaints Summary

943 total complaints in the last 3 years.
383 complaints closed in the last 12 months.

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Submit a Complaint

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:02/28/2025
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.
these losers have been charging me ***** and i cant get a hold of anyone for the frailest charges nor can i log in so how tf could i have agreed to any subscription if i cant log in? anyways these people need to be sued in a class action given im not the only person this has happened to.
Business Response
Date: 03/07/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R)CreditWorksSM.

Per your request, your paid benefits will cease effective March 7, 2025.However, you will continue to have access to your Experian(R) credit report and FICO(R) Score daily at no charge.

At this time, we would like to express our regret that your experience with Experian may not have met your expectations or our standard of excellence. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectations.
Initial Complaint
Date:02/28/2025
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.
Today i went to my bank to apply for a loan I was about to finish the process when the loan officer stated that she could not continue because she could not access my credit report from her computer because Experian has the report locked The report has been locked for close to two years The reason according to Experian is because they have information that is different from someone else's whatever that means
Business Response
Date: 03/07/2025
Thank you for writing and expressing your concern regarding your membership. We have escalated your concerns to our engineers for further assistance. We will email or call you to notify you of the problem's resolution. We hope this information is helpful when considering this matter.
Customer Answer
Date: 03/10/2025
I dont accept their explanation because for two years my Experian online page has been showing the same information and they made no attempt to update it
Because of this I couldnt apply for anything because banks or companies couldnt access my my credit report
This includes my bank not being able to give me a loan because they couldnt access my credit report
They only use Experian
Business Response
Date: 03/13/2025
Thank you for writing and expressing your concern regarding your membership. We have escalated your concerns to our engineers for further assistance and your issue is currently being worked on. We will email or call you to notify you of the resolution of the problem. We hope this information is helpful when considering this matter.
Initial Complaint
Date:02/28/2025
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 been locked out of my online account to release a ********************** freeze to obtain required information to obtain a mortgage loan. When you call Experian Credit Bureau Services you get the *** recorder taking you in a loop. This is a simple issue that I am dealing with and it has taken so much time to figure out. It appears that every thing needs to be handled on line or by written communication. How can a company with this magnitude not answer phone calls or offer Tech Support services to unlock your account? ********** and ******* offer these services. I do not feel this is adequate services that a Credit Bureau should offer especially when all 3 of the bureaus are required to obtain a loan. The mortgage company advised that there have been multiple complaints about Experian in this regards.
Customer Answer
Date: 03/02/2025
Unable to make a phone call to this company successful. The *** is going in a loop.
Business Response
Date: 03/12/2025
Thank you for bringing up your concerns regarding Experian(R). We appreciate your feedback and have noted your concerns. 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, ****************************).
Customer Answer
Date: 03/12/2025
I received a voicemail from Experian. I was able to log-in with my personal credentials to the point where Experian was attempting to send a verification to my email/mobile #. The information is your system was incorrect. Therefore I could not get through to unlock my credit freeze. Next I called Experian for 5 days and no one answers the phone. The *** gives recorded information and loops around about other inquiries besides the issue I was having. That is the issue that I have that a company that provides crucial credit services does not answer calls. Your credit bureau service was the only one holding up my mortgage loan because I was locked out.
However, I did send a letter through U.S. Mail and received a response in 8 business days. Thank You! Another customer with the mortgage company complained about the same issue. Their email/phone number did not match and it was difficult and time consuming to get it corrected.
Business Response
Date: 03/17/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM. We show that the issue appears. If you need help in the future, please get in touch with us. At this time, we would like to express our regret that your experience with Experian may not have met your expectations or our standard of excellence. We strive for exceptional customer satisfaction and hope we have addressed your concern to your expectations.
Customer Answer
Date: 03/17/2025
Just so that you are aware I do not have a membership with Experian(R) CreditSmembershipSM. I only needed to get my credit file released and could only do it by U.S. mail. You have acknowledged that there is an issue with telephone contact at your business. Hopefully this will be fixed soon.

Thanks!
Initial Complaint
Date:02/26/2025
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 checked my credit report in August of 2024 with experian, they did not make it clear that I was signing up for a monthly charge of $24.99 that would be charged each month. They did not send me any emails or invoices that I was paying this monthly charge automatically with my credit card. I paid this for 8 months until I finally saw it on my credit card statement. I called experian 3 times and could never talk to a real person, you could only talk to an automated system. I finally jumped through all the hoops on several calls and got a real person and they would not refund my money that they stole from me. Very unethical company. I did not get anything else from experian, no other services, for the all the money I unknowingly paid. What a scam.
Customer Answer
Date: 02/26/2025
Yes, I authorized this complaint as I am the one who drafted it. I have already included my detailed information about the complaint.
Business Response
Date: 03/07/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R)CreditWorksSM.

Our records indicate you ordered a trial membership on August 6, 2024. The membership was not canceled; consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee on August 14, 2024. As you requested, your paid benefits will cease, effective March 14, 2025. You will continue to have access to your Experian(R) credit report and FICO(R) Score daily at no charge.

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 issued a refund totaling $49.98 on February *******, and $49.98 on March 7, 2025, as a courtesy. Please allow 3 - 5 business days for these funds to be processed 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 expectations or our standard of excellence. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectations.
Customer Answer
Date: 03/07/2025
That may be true in the fine print that no one reads, but it was certainly a deceptive practice. They do not send you a single email or single invoice that they are billing you each month. It is completely hidden. I get emails from experian all the time, but they don't email you saying you are being charged $25 this month, like most automatic payments do. Why don't they? Because they know people know they aren't paying the fee and they want to silently drain peoples bank accounts without them knowing. Unethical.
Business Response
Date: 03/13/2025
Thank you for informing us of your recent experience with Experian(R)CreditWorksSM. We appreciate the time you took to send us your comments and suggestions. We value the input from our customers and assure you that we will seriously consider the issues you presented to us. We can improve our products and memberships through information provided by customers like you. We appreciate your feedback and have noted your concerns. After conducting an additional review, our decision remains the same. Please refer to our previous response for further explanation. Thank you for being so patient in this matter.
Customer Answer
Date: 03/14/2025
I have reviewed your response and my decision remains the same. Your company intentionally bills people without their knowledge and doesn't invoice them or email them that they are being billed even though get numerous emails each wee from experian but never any mention of the bill.
Initial Complaint
Date:02/26/2025
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.
I was trying to logon to my Experian Account to get a free copy of my credit report. I hadn't logged in for a while and my address, and phone number have both changed. I tried to change them on the website, but the address change requires text message verification to the mobile number, and the phone number requires verification through email. Since I no longer have access to the old phone number, I tried to change the phone number first. The site said it sent me a verification code to my email, but I received no email from Experian to the address in either my inbox, or my spam folder. Unable to change my info on the website, I called the support number listed on the site. That number only provided automated assistance, which, after a lengthy intruduction, told me to go change my information on the website. I tried using the chat feature on the website and it recommended I call support. I have found it impossible to change my information to verify my account in order to receive annual free credit reports as required by law, and Experian's support system is clearly insufficient to deal with the technology flaws in their website to provide the services they claim are available.
Customer Answer
Date: 02/27/2025
I confirm that I, ****** ********, did authorize the submission of this complaint, and am requesting assistance from BBB.
The vendor, Experian, has the power to place and report things on my credit report that affect my financial health. In order to ensure the accuracy of this reporting I established a logon with Experian to monitor this information, however, since establishing the account I have moved address, and changed phone numbers. To change my address they want to send a text message to my cell phone number, which I no longer have access to. And in order to change my phone number they say they will send an email to my email address on file.
I tried changing the phone number, and on multiple occasions the site said they sent a verification email to my email on file, but nothing appeared in my inbox or my spam folder. I tried calling their customer support number and it would simply say, I needed to go to the website, and then hang up on me. I could find no menu to connect to a human representative. I tried the chat on the website, and after troubleshooting the spam folder and a few other things that weren't the problem, it directed me to call customer **********************.
In summary, I have this account with **********************, that is supposed to provide access to very important information about my finances, but I am unable to fully access the services because there is a problem with their website that is preventing me from updating and verifying my information, and their customer ********************** has proven to be less than comprehensive, with no option for human intervention. And the entire time I get pop *** trying to compel me to buy a subscription for improved service.
I am requesting a human representative from Experian contact me to complete the change in my address and phone profile information because their automated system is inadequate and unable overcome the errors in their verification system.
Business Response
Date: 03/13/2025
Thank you for writing and expressing your concern regarding your Experian(R) membership. Our representative left a voicemail requesting to reach you at 1:25 PM on March 13, 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:02/26/2025
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.
As of today I have a pending charge from this business that I am not aware of. I have tried to contact them directly with no success and seems to be given the runaround with AI and chat bots.
Customer Answer
Date: 02/26/2025
I authorize submission of this request and seek help from BBB
Business Response
Date: 03/07/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R)CreditWorksSM.

After doing a detailed search with the information you provided, we could not locate an account in our system with charges that belong to you. To better assist us in locating an account, we require additional information. We would appreciate if you could provide us with the following:
a. Full credit card number being billed
b. Bank statement indicating card being billed

Please fax any supporting documents to: **************. ATTN: Experian Consumer Affairs (Complaint ID: **********

Or, you can mail to:
ECA
PO Box 2390
***************

Our customers are very important to us and we look forward to hearing from you with the information requested above.
Please note that several websites offer similar *********** many cases, customers discover, after reviewing their billing statement or the website where they enrolled, that a different company offers the product.

Thank you for your understanding and cooperation.
Initial Complaint
Date:02/25/2025
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 freeze my credit report with Experian to protect my credit from unauthorized access. Their website says they provide this service but it does not work, nor does it activate an account that I can log into to manage my credit report, history, and status. Their customer support number acknowledges that my SSN and identity are having issues logging in and then tells me to go to the website to find the solution, when there is no solution. I also am not able to talk to a person to help with the issue, since their automated system does not address the problem I am having. I've called multiple times and used all of the menu options but cannot speak to a live person. The screenshot shows they claim that an Experian representative will verify my identity and then process the freeze, but that is a lie. I've search their website and cannot find any solution and I need to be able to access my credit report and also protect it by freezing my credit report. I had absolutely no issues with the other 2 credit reporting organizations.
Customer Answer
Date: 02/26/2025
Looks good to me, please help
Business Response
Date: 03/04/2025
Thank you for writing and expressing your concern regarding enrolling in a membership with Experian(R).

Customer satisfaction is our priority. On March 4, 2025, we spoke on the phone and attempted to enroll but were unable to complete the process. Please allow up to ten business days for you to receive your credit report and verify the information on it before attempting to re-enroll.

At this time, we would like to express our regret that your experience with Experian may not have met your expectations or our standard of excellence. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectations.
Initial Complaint
Date:02/20/2025
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's automated help system refused to send me to a real person. I have a security alert on my account according to a text I received and experian is refusing to help. The automated system cannot help with this. I cannot log in to my account and there are security questions that I never set an answer for. I have tried calling and emailing without resolution. I have called every customer ********************** number I could find and they all send me to the automated service. I am forced to use them because they are one of the three credit companies in order to buy anything. Experian should be held to a higher standard.
Customer Answer
Date: 02/21/2025
Yes I submitted the complaint and would like help from the BBB.
Experian's automated help system refused to send me to a real person. I have a security alert on my account according to a text I received and experian is refusing to help. The automated system cannot help with this. I cannot log in to my account and there are security questions that I never set an answer for. I have tried calling and emailing without resolution. I have called every customer ********************** number I could find and they all send me to the automated service. I am forced to use them because they are one of the three credit companies in order to buy anything. Experian should be held to a higher standard.
Business Response
Date: 03/07/2025
Thank you for writing and expressing your concern regarding your membership. Our representative spoke to you today, March 7, 2025, regarding being unable to log in and speak to someone. You expressed that you have been able to log in but had difficulty reaching someone and tried several phone numbers to reach someone. 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 expectations.
Initial Complaint
Date:02/18/2025
Type:Customer Service 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 am writing to file a complaint against Experian regarding an issue I encountered while trying to access my pre-existing account. Despite multiple attempts, I have been unable to log in due to an internal system error. The error message I received stated: Oops, were sorry! We have encountered an internal system error. Please note that your order has been cancelled. Sorry about the inconvenience, call us toll free at **************. The listed hours of operation are Monday through Friday from 6:00 AM to 8:00 PM PT and Sunday through Saturday from 8:00 AM to 5:00 PM PT.When I called the provided phone number, I was sent into a redundant loop:1.I called the *********** asked me to authenticate by entering the last four digits of my Social Security *********** said it would send a code to the registered phone number, but no code was ********* asked me to enter my full Social Security number.5.I entered my full ******** said it was unable to assist me and directed me to visit www.experian.com.7.On the website, my options were to sign in with an existing account or sign up for a new one, both leading to the same loop.This situation is unacceptable as access to my Experian account is vital for protecting my credit. Experian has made themselves unavailable to resolve this issue, which is beyond my control.I request that this matter be investigated and resolved promptly. I would like Experian to provide a solution that allows me to access my account without further issues.
Business Response
Date: 02/21/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative called but was not able left a voicemail requesting to reach you at 3:30 PM on February 21, 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, ****************************).

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:02/18/2025
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.
Subject: Complaint Against Experian escalation ticket *********. Dear Better Business Bureau,I am writing to formally file a complaint regarding my ongoing issue with Experian. I had an online membership with them for three years, which allowed me to regularly access my credit report. However, my account was unexpectedly deleted, forcing me to create a new one.Upon re-registering, I was required to submit identity verification documents, which I provided two months ago. Despite this, I have been unable to access my credit report online since December. This has caused significant frustration and inconvenience, as I rely on this service for monitoring my credit.I kindly request your assistance in resolving this matter as soon as possible. I would appreciate a prompt investigation into why my account was deleted and why my access remains restricted despite following all necessary steps.Thank you for your time and support. I look forward to your response.Sincerely,[Your Name]
Business Response
Date: 02/21/2025
Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM Basic. Your membership is currently being reset. Once this is completed, we will email you once you can re-enroll into a membership. We value the input from our customers and assure you that we will give serious consideration to the issues you presented to us. We can improve our products and memberships through information provided by customers such as you.
Customer Answer
Date: 03/11/2025
Dear BBB,

I am writing to follow up on my previous complaint regarding my Experian account. Despite confirming that my ID documents were received and fully verified multiple times and last week Wednesday, I was told I'd have access to my online membership. I was assured that access would be restored within 24 hours, but it has now been another week, and I still do not have access.

I initially began trying to resolve this issue in December 2024, and it is now March. My account, which I had been using for over three years, was unexpectedly purged from Experian's system, and I was forced to re-sign up for a new account without any explanation or reason. Since then, I have encountered numerous delays, and I am frustrated by the lack of resolution.

I kindly request your assistance in escalating this issue to ensure that my online access is restored as promised. The prolonged delays and lack of communication have been extremely disappointing, and I hope for a prompt and satisfactory resolution.

Thank you for your attention to this matter.

Sincerely,
Kezia Latnie
Business Response
Date: 03/17/2025
Thank you for your correspondence and the opportunity to respond to your concerns. Your membership is currently being reset. Once this is completed, we will email you once you can re-enroll into a membership. We appreciate the time you took to send us your comments and suggestions. We value the input from our customers and assure you that we will seriously consider the issues you presented to us. We can improve our products and memberships through information provided by customers like you.

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Complaints

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Experian Consumer Services is NOT a BBB Accredited Business.