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

  2544 Ashbrooke Dr Lexington, KY 40513-1431

• 

  Experian Consumer Services

  PO Box 1829 Agoura Hills, CA 91376-1829

• 

  Experian Consumer Services

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

• 

  Experian Consumer Services

  315 N La Cadena Po Box 970 Colton, CA 92324

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:02/18/2025

  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 havent been able to log into my experian membership for months. Every time I try to create an account I am unable to do so and prompts me to call number. I call the number and agents refer me to escalation team and I still dont get the help that is needed. I have sent in documentation proving that this is me and I still havent gotten response nor issue is close to being resolved

  Business Response

  Date: 02/21/2025

  Thank you for bringing up your concerns regarding Experian(R). We appreciate your feedback and have noted your concerns.Experian CreditWorks 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:02/17/2025

  Type:Billing 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 never signed up for upgraded service - I never gave Experian my credit card authorization - I canceled 3 times and they keep on charging my account ... this is FRAUD!!

  Customer Answer

  Date: 02/17/2025

  I was atomically  signed up for Experian due to  a security breach with one of my creditors.   I never signed up for or  authorized any payment to upgrade my account.  I saw ********************** charged me $24.99 in January. I called 1/17/2025  to get a refund and cancel the upgrade that I never signed up for in the first place . I   I also disputed the payment with my bank.  Now  2/17/2025 I was just charged again ! I NEVER approved this membership !  The website make it impossible to get any answers or cancel anything ..This should be illegal 

  Business Response

  Date: 02/24/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R)CreditWorksSM.
  
  Our records indicate that you enrolled with CreditWorksSM on January 9, 2025, followed by a request to cancel the membership on February 17, 2025. 
  
  Customer satisfaction is our priority. As a courtesy, we issued a refund of $49.98 on February 24, 2025. Please allow 3 - 5 business days for these funds to process in your credit card account.
  
  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.
  

  Customer Answer

  Date: 02/26/2025

  
  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:02/16/2025

  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 am writing this email on behalf of my mother-in-law, ***** ******, an 86-year-old woman living on social security who has never had to do her own finances. I am helping her out after the death of her husband. Somehow, she got signed up for an Experian credit card monitoring service. We have made numerous attempts to question, reverse, and prevent future charges:- Via Experian website and Contact Us link. - Via ************** - Via ************** - Via ************** - logging into Experian (the only page we can access is one for re-entering new credit card information)- disputing the payments through Discover, cancelling the payment card, requesting a halt to all future charges, and getting a different credit card through Discover - Responding to emails sent by Experian requesting that we update credit card information - After getting charged on the NEW Discover card, cancelling the Discover credit card and going to a different bank. So, there has been no way to question it, no way to cancel this, and Discover is not an advocate. My mother-in-law is now in tears, worried that at the age of 86 they are going to take her to court. We continue to try and reach Experian directly to contest these charges and we continue to dispute them with Discover. There were FIVE $24.99 charges on her account for a total of $124.95. As a consumer, it is not right to be repeatedly charged for something and have no way to cancel it. It is even worse to do this to an 86-year-old woman who is on her own for the first time in her life. I am requesting that they reverse charges that Discover hasn't reversed, stop contacting my mother-in-law, and allow her to access the Experian website without forcing her to enter new credit card information.

  Customer Answer

  Date: 02/17/2025

  My mother-in-law, ***** ******, and I, ***** ******, are confirming that we authorize the submission of this complaint. 

  Business Response

  Date: 02/26/2025

  Thank you for writing and expressing your concern regarding the membership with Experian(R).
  
  Customer satisfaction is our priority. As a courtesy, we issued a refund of $74.97 on February 24, 2025. Please allow 3 - 5 business days for these funds to process in your credit card account.
  
  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:02/13/2025

  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 an urgent fraud issue which involves an Experian account hack. I have been on the phone and getting transferred to robo-services and occasionally real agents. Each time I get in touch with a human representative I am transferred back. No one has offered the slightest bit of help and my fraud item remains completely unresolved. I am at a loss for how to proceed. There is absolutely no customer ********************** at this company.

  Business Response

  Date: 02/26/2025

  Hello ******* ******,

  Thank you for your complaint.

  We apologize for any inconvenience you may have experienced. To reach the Experian Credit Department, you have the following options:

  1. Contact Form: You can submit a contact form for assistance by visiting this web page. ***************************************************************************************************

  2. Phone: You may call Experian at either ************** or ************** to speak with a live representative. Feel free to explore other personal services related to credit report information using the provided link.

  Let us know if there is anything else we may assist you with.

  Thank you,

  AutoCheck Customer Support

  Business Response

  Date: 03/03/2025

  Hello ******* ******,
  
  Thank you for your complaint.

  We really apologize for all the inconvenient this could cause to you. The situation is that, as our previous answered specified, we are Autocheck Customer support, meaning we are not the department in charge of credit.
  Unfortunately the contact details provided before are the only official ones for customers to contact the ********************** department. We do not have any other communication canal that we could provide.

  Thank you,
  AutoCheck Customer Support

  Business Response

  Date: 03/17/2025

  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, ****************************).

• Initial Complaint

  Date:02/12/2025

  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 have been trying to get in contact with Experian for several months I had placed my account on a freeze for safety reasons.Several months ago I tried to log into my account to remove the freeze so that a credit card company could run a check on my credit. I was having trouble logging in. I kept getting a message that my password wasn't correct. So I proceeded to change my password. When I did, it had me log in again and then it would say my password was ************* can't speak with a live person, it is all automated When I say what I'm calling about the recorded message says something to the effect that my problem or question didn't rise to the level to speak with a ***************** gave instruction on how to write a letter about my problem, and include a copy of my drivers license, a utility bill with my name on it etc.I have done this 3 times. No one has ever responded to me I need help getting into my account so that I can lift a freeze.Please help

  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 1:45 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 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: 03/14/2025

  I do not accept this response because the response was to my husband, ****** *****

  the complaint that I sent was in regards to ME. ****** K *****

  please read my original complaint 

  Thank you 

  ****** *****

  Business Response

  Date: 03/18/2025

  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, ****************************).

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 dealing with an identity theft issue due to a data breach notice that I received from Rite Aid. I am trying to protect myself from additional fraudulent activity. I have set up credit freezes on Transunion and Equifax as well as other entities as recommended by the ***. However, when I went to set up an account with ********************** to put a credit/security freeze on their website, I found that whomever has my person information that has been causing fraud with my information has also set up an account on ********************** using my SS # and birth date, address and name but is using an email address and/or cell phone number for verifying the identity. Therefore, I cannot access the site or creating my account because of this issue. I have tried 8 times in the past 3 weeks to rectify this issue with Experian and it is nearly impossible to get through to a human at Experian. When I do because I chose identity theft, I am told that I need to go through membership department to help me. However, there is no way to get to anyone in membership because it always go back to a computerized system that will not transfer the call to Experian. I cannot also not access online. I have explained this to the identity theft customer ********************** agent multiple times and they assure me that I will be transferred to a real person and each time I get put back in the automated system which goes nowhere. Initially, I was told to upload my drivers license and utility bill to try to re-verify my identity which i did online on their upload website 3 weeks ago. I have gotten no response. I am extremely frustrated and fear that the perpetrator continues to have access to my personal information on Experian including all accounts.

  Customer Answer

  Date: 02/18/2025

  My main concern with Experian is that there is no way for me to get the Identity Theft issue that I am dealing with resolved as I cannot reach anyone from Experian to help me either by phone or online.   Someone has created an account with ********************** using my personal information but with a different email address and cell phone for verification purposes.  I initially spoke with someone at Experian over a month ago when I chose Identity Theft on the automated system.   I was told that I needed to upload to their website a copy of my drivers license and a utility bill for proof of identity.  I immediately uploaded this information but never heard back or received anything in the mail that gave me a code to reset my information as I was told on the initial call.   I have since tried 8 more times to try to get this rectified.  I am told that I need to speak with someone in the membership department to get this rectified.  However, when I am transferred or given a direct phone number by someone in the identity theft department, it goes directly to the automated system and when you ask for membership, it will not transfer you.  It tells you to go online and then hangs up.   I cannot access anything online as when asked to confirm my credentials, there is a false email address (identity thief set up)  that it has to send a confirmation to.    I am beyond frustrated by this complete lack of customer ********************** and fear that the identity thief is causing more damage to me every day that I cannot get them removed from one of the 3 credit bureaus.  I have locked the other 2 credit bureaus with a security freeze and that is what I am trying to do on Experian.
  
   
  
  If you need any other information, please let me know.
  
   
  
  Thanks,
  
   
  
  Mike    

  Business Response

  Date: 02/26/2025

  Thank you for writing and expressing your concern regarding your Experian(R) membership. We sent you an email requesting documents on February 26, 2025. Depending on our findings, we will either contact you for additional information or notify you upon resolution of the problem once the documents are sent. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectations.

  Customer Answer

  Date: 03/04/2025

  The issue is not resolved.  I did receive an email from Experian on 2/26/25.  I was told to either fax or mail a copy of personal documents.  I had questions on the method of sending documents as I dont feel that either method is secure.  I am dealing with identity theft and I am very sensitive to handing out personal information.  I had requested, by email, if I can send the documents through a secure upload website that Experian does have.  I also left several messages on the direct line to ******** ****, Senior Regulatory Affairs Associate with Experian and have received no response.
  
   

  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 how else to submit documents and logged your complaints about being unable to talk to someone. 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.  

  Customer Answer

  Date: 03/17/2025

  Hello,

  I am writing as a do not accept the previous response from Experian.  I received a call from the person who originally contacted me by email (******** ****) in response to the BBB complaint.  While I appreciated the call back from her, she agreed that I can upload my identification documents to their secure website "*********************************************************** in lieu of either faxing or mailing my documents due to my concern with sending hard copies of my private information.   However, when I try to go to that website, it says the website temporarily unavailable.  I have tried for the past week to upload this information so that I can recover the Experian account from the fraudster but I am unable to.  I remain very frustrated with this entire situation which is now 2 months old.

  Thank you,

  **** ******

• Initial Complaint

  Date:02/11/2025

  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 have been trying since November to make contact w/Experian. I was forced to change my phone ************************** card # due to an attempt by an unknown actor to perpetuate a fraud against my accounts. I have tried various methods to attempt to contact Experian w/NO success. Verification of my account info is impossible due to the change in the phone number! I sent a registered letter (see receipt attached) Still am unable to access my Experian account. They continue to bill my closed card which is being declined, thus adversely affecting my excellent credit. I have tried calling. Can't get through. I have tried every other method available to the consumer/member, still nothing. This is totally unacceptable as an Experian account member.

  Customer Answer

  Date: 02/11/2025

  I Wwould like the Bbb to act as a liaison to assist with making contact  w/ Experian  based on the current circumstances described and the attachments I provided.

  Business Response

  Date: 02/20/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R) IdentityWorksSM. Our representative emailed you requesting the best time to reach you on February 20, 2025. 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:02/09/2025

  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 am filing this complaint regarding my inability to obtain my weekly credit reports from Experian through AnnualCreditReport.com. Since winning an arbitration award against Experian on May 14, 2024, I have been repeatedly denied access to my legally entitled free credit reports, despite multiple attempts to obtain them.History of Requests and Denials Since my arbitration win, every attempt to access my weekly credit reports through AnnualCreditReport.com has resulted in the following response:We're sorry, a condition exists that prevents Experian from being able to accept your request at this time. To obtain your Experian annual credit report, please mail your request to the address below using the Annual Credit Report Request form.Below is a timeline of my repeated denial and mailing attempts:June 11, 2024 Report #************ Denied with the same generic response then requested & received by mail September 26, 2024 Report #************ Denied with the same generic response then requested & received by mail November 11, 2024 Denied with the same generic response November 21, 2024 Report #************ Denied with the same generic response then requested & received by mail December 9, 2024 Denied again with the same generic response January 6, 2025 Denied again with the same generic response January 28, 2025 Denied again with the same generic response February 6, 2025 Denied again with the same generic response Additionally, I have spent hours contacting both Experian and AnnualCreditReport.com. Each party claims the issue is the others responsibility, leading to an endless cycle of blame and no resolution.Exhibit AConsumer Reports that were denied, then requested and received by mail 1.June 11, 2024 2.September 26, 2024 3.November 29, 2024 Exhibit BConsumer reports that were denied & never received 1.November 11, 2024 2.December 9, 2024 3.January 6, 2024 4.January 28, 2025 5.February 6, 2025

  Customer Answer

  Date: 02/10/2025

  I ****** *******, do authorize BBB to investigate this issue, and I have sent all necessary documents to BBB on 2/9/25, along with the description of my complaints. Which basically state that, Experian and AnnualCreditReport.com are not allowing me weekly access to my credit report and this has been going on since May of 2024

  Business Response

  Date: 02/24/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM. Our representative called to you and spoke to you about next steps on February 24, 2025. 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.

  Customer Answer

  Date: 02/25/2025

  2/25/25

  Subject: Ongoing Issue Accessing Weekly Experian Credit Report
  Dear [Experian Representative],
  Thank you for your prompt response. However, I want to clarify that my concern is not related to my Experian CreditWorksSM membership,. The issue I am experiencing is my inability to access my weekly Experian consumer report through AnnualCreditReport.com.
  I explained this to your representative during our conversation on February 24, 2025. Unfortunately, this issue remains unresolved, and I hope it can be addressed as quickly as possible. Please provide a clear resolution or next steps to restore my access to my weekly report.
  I appreciate your attention to this matter and look forward to your prompt response.
  Sincerely,
  ****** *******

  Business Response

  Date: 03/04/2025

  Thank you for writing and expressing your concern regarding your issue with viewing your credit report on Annual Credit Reports website. We sent a copy of your credit report on February 24, 2025, to confirm that your report is correctly reporting. If there is no issue, you will need to reach out to Annual Credit Report, who will be able to see further information. You can mail them at
  Annual Credit Report Request Service
  P.O. Box 105281
  *****************-5281
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:02/06/2025

  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 am dealing with identity theft and someone was able to change my login and contact information with Experian so that I can no longer access my account. It has been impossible to speak with a member services representative to resolve this issue. Ive spoken to 4 people at Experian today and have called about 12 times trying to get a real person. All of the four that I spoke with transferred me to an automated system that provides no help for my situation. They all claim that they are unable to transfer anyone to a representative in the member services division and the only way to access an actual person in the member services division is by going through the automated system. Each time I tried to navigate the automated system, it got to a point where it asked if I would like more information about upgrading my Experian account texted to me. If I said no the call ended abruptly. If I said yes, I received a text message with a link to sign up for a new account, and then the call ended. I need to speak with an actual person in their member services division and they are making it impossible to do so.

  Customer Answer

  Date: 02/07/2025

  Not sure what this is about. I was very clear in my original message/complaint. 

  Business Response

  Date: 02/17/2025

  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, ****************************).

• Initial Complaint

  Date:02/06/2025

  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 been trying to cancel a plan that I first of did not know that it was recurring charges! It was suppose to be a free trial and cancel within 7 days! I canceled it immediately that same day! Moving forward I noticed that they (Experian) was still charging my account so I tried reaching through the number that was provided on their website and got nowhere! On their website it ask why am I canceling and stated I did not know that it was a recurring charge it gave a message of are you sure you want to cancel and I stated yes! Then it stated that I can downgrade to basic monitoring after the period end. However, that never happened. So I went to my credit card account and notice that Experian had been charging my account $29.99 for months. So again I tried contacting Experian to speak with someone about and still to this day I have not spoken to a live human being! I contacted my financial institution about the charges that I see have been setup on automatic pay. I disputed the charges with my credit card company and explain what was going so they refunded the charges until 2 days ago I received email stating that Experian sent something with a purchase agreement and returned the charges back to my credit card. I spoke with credit card company about the dispute and now I am being told that I need to send proof of me trying to reach the merchant. Explained to them over again of not being able to speak with a live person and can not get passed their phone system robot to speak with a person. I have spent months with trying to talk with an Experian agent about this situation. Back here a month ago I received another email from my credit card company stating that, "Experian had credit my account for 1 of the $29.99. Then like I said 2 days ago I get an email stating that, the charges would be reversed back! I want a full refund from Experian because they know I canceled this back in June of 2024

  Business Response

  Date: 02/26/2025

  Hello **** ******,Thank you for your complaint.

  We apologize for any inconvenience you may have experienced. To reach the Experian Credit Department and get assistance with the refund, you have the following options:

  1. Contact Form: You can submit a contact form for assistance by visiting this web page. ***************************************************************************************************

  2. Phone: You may call Experian at either ************** or ************** to speak with a live representative. Feel free to explore other personal services related to credit report information using the provided link.

  Let us know if there is anything else we may assist you with.

  Thank you,

  AutoCheck Customer Support

  Business Response

  Date: 04/11/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R). Experian(R) prides itself on providing an excellent customer experience and vigilantly strives to provide the highest standards of customer care and satisfaction. 
  
  Per your request, your paid benefits did cease, effective December 20, 2024.
  
  We have, as a courtesy, issued a refund totaling $29.99. 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 give serious consideration to the issues you presented to us.  It is through information provided by customers like you that we can improve our products and memberships.

  Customer Answer

  Date: 04/11/2025

  I want full refund as I have stated I canceled this way before December 20, 2024! I reached out for months trying to get a live real human being over the phone! I constantly had to go back on numerous times and kept getting are you sure you want to cancel? We can downgrade your subscription and I constantly said no cancel it!!! I then reached out to the credit card company and disputed the charges! Then I received a letter and email stating that charges are being reversed because Experian stated charges are valid because they rendered a service! On December 20, 2024 after I once again I reached back out again to credit card company and I again had to cancel subscription again! For months Experian charged monthly fees to my credit card!! Then the charges were reversed by credit card company because Experian responded that services was rendered!! What services did they render? And still to this day my credit card is still on their website and CANNOT BE REMOVED UNLESS I ADD ANOTHER FORM OF PAYMENT!!!!! It is ridiculous that you CANNOT speak to a live person!! 

  Business Response

  Date: 04/15/2025

  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 your patience in this matter.

  Customer Answer

  Date: 04/18/2025

  It IS NOT FEEDBACK!! THEY KEEP SAYING FEEDBACK AND CONCERNS!! EXPERIAN IS RIPPING PEOPLE OFF BY NOT LETTING THEM CANCEL MAKING IT DIFFICULT AND CAN NOT SPEAK TO A LIVE PERSON! THEY KEEP TELLING YOU TO DOWNGRADE BUT THE DOWNGRADE DOES NOT WORK!! AGAIN MY CREDIT CARD IS STILL ON THEIR SITE!! HAVE BEEN TRYING TO REMOVE IT AND STILL TO THIS DAY CANT REMOVE IT WITHOUT ADDING ANOTHER FORM OF PAYMENT!! I WANT MY MONEY BACK AND REMOVE MY CREDIT CARD FROM THEIR WEBSITE!! I WANT A FULL REFUND!!