Business Profile

Credit Reporting Agencies

Experian Consumer Services

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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.

If you've experienced an issue

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:02/06/2025
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 unable to login to the website and have no ability to reset my password or gain access. There is no way to contact the business to resolve the issue.
Customer Answer
Date: 02/06/2025
I confirm that I authorized submission of this complaint and that I am requesting assistance from BBB. I have tried resolving the issue through the means provided on the business' website and have called multiple customer ********************** numbers seeking to resolve the issue and have been unable to reach a person or otherwise gain access to my account.
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, ****************************).
Customer Answer
Date: 02/18/2025
I do have an existing membership. I am unable to create a new membership because of the existence of my existing membership. I have tried to log in through my existing membership, and I am sent a security unlock code to a phone number that I haven't had in over 15 years. I would like to talk to a person at Experian on the phone about how to resolve this issue.
Business Response
Date: 02/21/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative left a voicemail requesting to reach you at 1:57 PM on February 21, 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:02/05/2025
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.
Unable to get thru to Customer ********************** to update my phone number used to verify my identity. I submitted by registered mail a Dispute Report to Experian HQ months ago, providing my photo identify (license and home title) to verify my identity. Experian has FAILED to update my phone number and repeated attempts to speak to a live agent proves fruitless.I want Experian to update my account's phone number to ************. Currently on record is my former number, ************.
Customer Answer
Date: 02/06/2025
I moved from ******, ** to **************, ** in August 2024 and updated my contact information (address, email, phone) with multiple businesses, government agencies, etc. I had no problem updating my contact info with TransUnion and Equifax. When customers call ********************** we are prompted to allow a text message to be sent to our phones on record. Hard to do when your phone number has changed. Several attempts to speak with a live agent failed; we are prompted to use their website. However, there is no viable way to update one's account that way, nor to get a "live agent" to respond. In November 2024 I opened a fraud complaint on their website and submitted, by **** mail, documentation on my identity, property title and a request to change my phone number. Experian has failed to take action in a responsible, timely manner on this submitted request. Nor have they responded to my request for additional information, clarification, etc.
Please review Experian's IT Department and COO for shortfalls that affect us all. I want my phone number changed immediately and Experian's management to improve Customer ********************** with LIVE AGENTS to facilitate their customer base.
Business Response
Date: 02/12/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative left a voicemail requesting to reach you on February 12, 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:02/05/2025
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.
My experian account was hacked on 12/16/24. I called customer ********************** and received a case number *********. The issue is yet to be resolved. Now when I call I cannot get anyone on the phone. The person changed the contact email and phone number on the account. They told me they contact me back when it has been fixed.
Customer Answer
Date: 02/05/2025
I authorize BBB to use this conplaint and post it as necessary.
Business Response
Date: 02/12/2025
Thank you for writing and expressing your concern regarding your membership with Experian IdentityWorksSM.Your membership is currently being reset. We sent you an email requesting documents on December 16, 2024.

In order to help you resolve this matter, well need you to provide us with the following documents:
One copy of a government-issued identification card (such as a drivers license or state ID card) that displays your current address
One copy of a current utility bill, bank statement or insurance statement that displays your current address
One copy of your Social Security card
Also make sure to include a cover letter with:
A description of your issue
Case number: 129979710
There are two ways to submit the requested documents and information.
Fax everything to **************, Attn:Experian Consumer Affairs.
Mail it to:
Experian Consumer Affairs
PO Box 2390
***************

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.
Initial Complaint
Date:02/03/2025
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.
My father placed a credit freeze on my account when I was a minor. Now that I am an adult, I wanted to apply for credit and wanted to manage the freeze on my account. I have mailed the requested documents by experian - copy of SSN, address proof, copy of my state issued id etc - several times and every single time I get a letter from them indicating "Your personal credit report already displays a security freeze" which is a known information. No one in this company ever reads the request that was mailed to them. I filed a complaint with the **** and someone contacted me and tried to reset the account and couldn't generate the security questions and then again asked me to mail the documents which I did. I promptly got a letter from them that my file is showing a security freeze. All I want is to have the ability to manage the security freeze on my account just as I do with other credit reporting agencies. The most recent response from them carries the report # ************.I have attached the requisition letter that was mailed to them and also copy of the cfpb complaint/response Could you please enable me to manage the credit freeze so that I can apply for credit?Thank you for your help
Customer Answer
Date: 02/07/2025
My father placed a credit freeze on my account when I was a minor. Now that I am an adult, I wanted to apply for credit and wanted to manage the freeze on my account. I have mailed the requested documents by experian - copy of SSN, address proof, copy of my state issued id etc - several times and every single time I get a letter from them indicating "Your personal credit report already displays a security freeze" which is a known information. No one in this company ever reads the request that was mailed to them. I filed a complaint with the **** and someone contacted me and tried to reset the account and couldn't generate the security questions and then again asked me to mail the documents which I did. I promptly got a letter from them that my file is showing a security freeze. All I want is to have the ability to manage the security freeze on my account just as I do with other credit reporting agencies. The most recent response from them carries the report # ************. I have attached the requisition letter that was mailed to them and also copy of the cfpb complaint/response Could you please enable me to manage the credit freeze so that I can apply for credit? Thank you for your help

Business Response
Date: 02/20/2025
We recently updated our processes for administering security freezes. To add or remove a security freeze online, a consumer must visit ****************************************************************************** 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 to create an Experian Service Account.

Experian CreditWorks Basic is a free product that provides consumers access to their Experian credit report and FICO(R) Score once every 30 days, along with monitoring alerts which 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, as well as submit disputes and review dispute results.

If consumers cannot or choose not to access our online services, they can contact us by phone *************) or mail (ECA, ****************************).
Customer Answer
Date: 02/22/2025
I cannot login to my existing Experian account, cannot reset my password, and cannot create a new account either. I have mailed my documents to Experian several times, to manage my credit freeze online. Last time, a *** contacted me and tried to reset the account, but due to some security technical issue, I was asked to mail my credentials again through ****. We heard back simply stating the file is frozen, without giving me the ability to manage the freeze online on my own. All these problems arose because my file was frozen when I was a minor, and now I am above 18 and unable to manage the freeze online / access my Experian account. I tried calling the number listed in the Experian response above, and could not get through to a live ***.

In summary, I still need the ability to manage my credit freeze online. Please let me know how this can be done.

Thank you,
****** *******
Business Response
Date: 02/25/2025
Thank you for writing and expressing your concern regarding your Experian(R)membership. On February 25, 2025, our representative spoke to you and provided you with enrollment steps. 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:01/30/2025
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 a Experian ********* unable to talk to a customer ********************** representative at Experian ! Its impossible to talk to a person.I had a 837 credit rating when this issue occurred. I applied for a Best Buy credit card because I could have saved $1,100 when I purchased a new television and sound system. I forgot to open my Experian account so I was rejected by ********. I opened my Experian accounts and they tried again but I was still declined. I had to wait 10 days to receive the formal decline. Once I received that I had to send a letter to Experian for formal discussion to start. Ive never heard back from them and no matter what I do I cant actually talk to a real customer ********************** person.Its ridiculous that I cant talk to someone even though I pay them $29 every month.
Business Response
Date: 02/07/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R) IdentityWorksSM. It is important to note that Experian does not grant or deny credit. Each credit grantor makes such decisions based on its own guidelines. Consumer credit reporting agencies only store information from credit grantors and information contained in public records and supply this information to other creditors. Your personal credit report currently displays a credit lock. Applying a CreditLock your report adds an additional layer of security to your credit information and will remain in place until you Unlock your report. When you lock your report with CreditLock, you will receive an alert notification when we detect activity on your locked report, such as attempted inquiries to open new lines of credit. CreditLock is a benefit of paid Experian CreditWorks and Experian IdentityWorksSM memberships. It is an easy-to-use customer-initiated lock of an ******************************************************************** that blocks inquiries which would result in the extension of credit, and inquiries that would result in the opening of new bank or utility accounts. Customers can use ************************** in their member center securely online or via mobile app, or by contacting a ************* Representative. 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:01/30/2025
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.
The company notified me in December that they would automatically use my credit card on file to pay for the yearly subscription ($99.95) on January 22, 2025.I immediately tried to contact them (by telephone and by email) to tell them I no longer was interested in the service. No human answers the telephone. First, they asked for either the last 4 digits of my social security number or the last four digits of my membership number and my zip code. After giving that information the "bot" told me they were unable to connect me with my account. There were no other options. So, I wrote to the company telling them not to hit my card on Jan. 22 for the membership fee. I sent the letter priority mail so I could have a record of when they received my letter. They received it on January 13. On January 22 $99.95 was paid to them from my card that was on file. (I had tried to remove the card from the website) to no avail.)On January 22 I emailed Experian *********************************** asking for an immediate refund of the $99.95. I have had no response and have not seen the amount owed to me show up in my bank account.
Business Response
Date: 02/06/2025
Thank you for contacting us regarding the accounts opened at ************************* IdentityWorksSM Plus.

Our records indicate that you and ******** enrolled with IdentityWorksSM Plus on December 4, 2018. The memberships were not cancelled within the one-dollar 7-day trial period.Consequently, in accordance with the published terms of our offer, the credit card provided was charged our yearly membership fee of $99.95 and $99.95 on January 23 and January 22 for each account.
You notified us to cancel the memberships on February 3, 2025. As a courtesy, on February 6, 2025, we issued a refund of $196.07 for both yearly membership fees. Please allow 3 - 5 business days for these funds to be processed to your credit card account.

Experian CreditWorksSM Basic is a free product that provides consumers with access to their Experian credit report and FICO(R)Score daily and monitoring alerts that are updated daily.

At this time, we would like to express our regret that your experience 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: 02/11/2025
I discovered this morning that Experian has reimbursed us rot $99.95 and $96.??. When I realized they had, in fact, taken a second $99.95 from my account in addition to my husband's account (I had cancelled my card, but the amount was decucted from my credit card account) I called my bank and they told me to contact MasterCard to make my complaint for my and my husband's cards. I am sorry to have bothered you with this. I am not sure why my bank didn't sugest this when I called them on January 22.
Business Response
Date: 02/13/2025
Thank you for informing us of your recent experience with Experian(R)CreditWorksSM. Experian(R) CreditWorksSM prides itself on providing an excellent customer experience and vigilantly strives to provide the highest customer care and satisfaction standards. 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 seriously consider the issues you presented to us. We can improve our products and memberships through information provided by customers like you. We hope the above information is helpful to you in considering this matter.
Initial Complaint
Date:01/27/2025
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 was signed up for an experian membership account without realizing it when running a credit report. I called to cancel that account and was told that it was stopped. However, for the past 3 months they are still taking money out of my account. When I try to contact customer ********************** I get a computer and despite calling 15 times am not able to figure out how to get the issue fixed or my money back. They are not responsive, and there is no way to manage my issue. It seems wrong to have a billing process like this where they can just keep charging you and you can't do anything about it. If they are doing this to me, I'm sure they are doing it to more people. It's not right.
Customer Answer
Date: 01/27/2025
It isn't right to bill for services without consent.
Business Response
Date: 02/11/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R)
After doing a detailed search with the information you provided, we were unable to locate an account in our system that belongs to you. To better assist us in locating an account, we are in need of additional information. We would appreciate if you can 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 there are several websites that offer similar products, and in many cases, customers often discover, after reviewing their billing statement, or the web site where they enrolled, that the product is actually offered by a different company.

Thank you for your understanding and cooperation.
Initial Complaint
Date:01/26/2025
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.
In March or April of last year 2024 I took steps to freeze my credit with Experian and unknown to me, they took this action as approval to enlist me in a monthly membership costing ***** a month. Services of which I did not use and even know what they are. Experian's website instructed that credit freezing is free to consumers. I don't know how this became an authorization for a monthly membership but I want all of those membership fees refunded. That is April 2024 thru January 2025, monthly fee of ***** for a service I have not used. Please help me recuperate what they've stolen.April 19, 2024*****Experian* Credit Report May 19, 2024*****Experian* Credit Report June 19, 2024*****Experian* Credit Report July 19, 2024*****Experian* Credit Report August 19, 2024*****Experian* Credit Report September 19, 2024*****Experian* Credit Report October 19, 2024*****Experian* Credit Report November 19, 2024*****Experian* Credit Report December 19, 2024*****Experian* Credit Report January 19, 2025*****Experian* Credit Report
Customer Answer
Date: 01/27/2025
I am writing to confirm that I authorize the submission of this complaint and that I am requesting assistance from BBB.

My particular concern and interaction with this business is this: I ****** searched and believe confirmed further on their site (and was directed from my own credit monitoring service) for an option to freeze my credit with Experian free to the consumer, and through taking actions to freeze my credit I was converted by Experian to a monthly subscription. I am not aware of any authorization I made to enroll in this subscription and it was clearly my intent to not enroll in paid services. I believe they have a deceptive customer journey in place that converts users intending only to freeze their credit without fees into monthly service subscribers with fees.
Business Response
Date: 02/11/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM. Our records indicate that you enrolled with CreditWorksSM on April 12, 2024,followed by a request to cancel the membership on January 26,2025. Customer satisfaction is our priority. As a courtesy, we refunded $49.98 on January 27, 2025, and $49.98 on February 11, 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: 02/11/2025
Experian is obscuring their predatory and deceptive business practices. They have intentionally designed customer journeys that subscribe visitors to services that are not wanted, not understood, not used--and this is not "excellent." My intent in using their site (which I'm sure could be established in interaction data across platforms) was to find and enable a credit freeze, which they indicate is a free to consumer service. They are capturing traffic and converting users to paid subscriptions, making revenue on unsuspecting consumers who do not intend to enroll in their subscription services. And they are preserving this revenue through reduced and continually eroded consumer protections--across credit card companies, federal bodies, and policies. This is abhorrent. "Excellent" at robbing consumers.
Business Response
Date: 02/13/2025
Thank you for informing us of your recent experience with Experian(R) CreditWorksSM. Experian(R)CreditWorksSM prides itself on providing an excellent customer experience and vigilantly strives to provide the highest customer care and satisfaction standards. 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 seriously consider the issues you presented to us. We can improve our products and memberships through information provided by customers like you. We hope the above information is helpful to you in considering this matter.
Customer Answer
Date: 02/14/2025
A lot of nothing said in response. These digital customer journeys and contracts do not need your consumers' feedback. You have designed them to be deceptive, to exploit, to rob. You know very well that a consumer experience can be created to ensure that services are wanted, and to ensure that services are used. That is not the "value" of your services. The value that you have extracted is in deceiving consumers. You will do nothing with this input except to perhaps build an AI to respond in this channel endlessly.
Initial Complaint
Date:01/26/2025
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.
On the following dates, I have been charged from a apparent subscription of which I cancelled. As of 01.25.25 my bank transactions show a consistent billing of $24.99 on the 13th of each month since February of '24. Though I removed the app from my phone and cancelled before removing it is still there and have been being billed with out my knowledge or authorization. Dates: Feb 13th '24-Jan 13th '25 I attempted to reach out to Experian ************ but allowing to no avail it was not a human to answer.
Customer Answer
Date: 01/27/2025
On the following dates, I have been charged from a apparent subscription of which I cancelled. As of 01.25.25 my bank transactions show a consistent billing of $24.99 on the 13th of each month since February of '24. Though I removed the app from my phone and cancelled before removing it is still there and have been being billed without my knowledge or authorization. Dates: Feb 13th '24-Jan 13th '25 I attempted to reach out to Experian ************ but allowing to no avail it was not a human to answer.
Business Response
Date: 02/07/2025
Thank you for writing and expressing your concern regarding your previous membership with Experian(R) IdentityWorksSM. Our records indicate that you enrolled with CreditWorksSM on February 7, 2024 followed by a request to cancel the membership on January 27,2025. Customer satisfaction is our priority. As a courtesy, we refunded $99.96 on January 27, 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: 02/13/2025
My response to the below communication from Experian:

---Thank you for writing and expressing your concern regarding your previous membership with Experian(R) IdentityWorksSM. Our records indicate that you enrolled with CreditWorksSM on February 7, 2024 followed by a request to cancel the membership on January 27, 2025.
In reference to the cancellation, This sounds correct and I do not understand the enrollment This must have been my mistake as I have not used any services since January ** I was given a separation from work and did not have any income at the time and I deleted the app and cancelled I do not understand why there would be additional services as i deleted the app and no longer utilized it. I am sure your IT department can verify this and I never received any emails or anything No notifications
----Customer satisfaction is our priority. ** a courtesy, we refunded $***** on January 27, 2025.
What exactly does the ***** consist of. ** I am requesting Feb '24- Jan '25 It seems it is ***** which adds up to be well over 100 dollars ** a matter of fact it is well over 250 dollars
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.
I appreciate the 100 dollar credit but please take a moment to review my account based on the information given above

Business Response
Date: 02/17/2025
Our records indicate that a credit report and trial membership was ordered and not cancelled within the trial period. Consequently, in accordance with the terms of the offer, the credit card provided was charged the monthly membership fee. We hope the above information is helpful to you in considering this matter.
Customer Answer
Date: 02/18/2025
I cancelled the membership as I was not working and didn't have money and minimize to only bills that were deemed necessary. As I utilized Experian for house purchasing because I was no longer working I had not use and did not utilize the service after the Jan '24. I am sure you can verify this information. I deleted the app and no correspondence was received regarding the payment going through my account. Had I known I would have reiteratedthe information being given now. Please verify my usage which would be none for this service And you can verify no notice of or notifications of an ongoing subscription of which I cancelled.
I do not understand a subscription when I clearly cancelled. No activity from Experian via billing and anything else for that matter.
Initial Complaint
Date:01/23/2025
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.
On January 23, 2025, I needed to get support for Boost, a service provided by Experian. I called ************** and ************** but the auto-attendant refused to connect me to a human being for assistance. This is undoubtedly an affront to common courtesy, which I am told was once a touchstone of customer **********************. Artificial Intelligence, indeed. Therefore, I am reporting this complaint because I need to speak on the telephone with a human being about the issue. I need to speak on the telephone, therefore my request for "Contact from the Business" is for an agent to call me. I find it deeply concerning that the only way to move forward with this is to file a BBB complaint.
Business Response
Date: 02/11/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM. Our representative emailed you requesting the best time to reach you on February 11, 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: 02/13/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this is satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* *********

Customer Answer
Date: 02/20/2025
Today I called the following numbers again, ************ and **********************. Unfortunately, neither number connected me with ******** **** in Experian Consumer Affairs . Additionally, neither number allowed me to leave a voicemail message. I have also called and emailed Ms. **** on 2/17/2025 and 2/18/2025. To date, I have not received any response from her or anyone else at Experian.

I wanted to communicate this update to you before it slips my mind.

Sincerely,
Business Response
Date: 02/25/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM. Our representative called you requesting to reach you at 3:40 PM CST on February 25, 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: 02/26/2025
I opened this complaint over a month ago. I still have not spoken with anyone at Experian. It should be obvious that leaving a voicemail message for me is not enough to justify closing this complaint. For that matter, I just returned the call and left voicemail because ******** did not answer. It should not be this difficult to speak on the telephone.

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