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

945 total complaints in the last 3 years.
382 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:01/21/2025
Type:Sales and Advertising 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.
Sign up for Experian account to verify **********************. A credit card was required to create account to review **********************. Immediately email spam began to arrive to my email and to the inboxes of **all my family members**, often with my name referenced in the spam. 100% certainty this is related, to Experian sign-up, as my family has NEVER received similar spam before.I cancelled my credit card and now I cannot login to Experian without providing another credit card.If all of this isn't illegal, it should be.
Customer Answer
Date: 01/21/2025
Confirming my complaint and desire to be a part of any prosecution of Experian.
Business Response
Date: 02/06/2025
Your concerns are very important to us. It is important to note that Experian does not place or direct solicitation phone calls to consumers, nor do we 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.

All national consumer credit reporting agencies provide names and addresses to companies that send offers of credit or insurance for which you may qualify.

To have your name removed from the prescreened lists of the national consumer credit reporting agencies, call 1-888-5OPTOUT ***************). Consumers who have previously exercised their right to opt-out may have their names re-added to prescreen lists upon request by calling 1-888-5OPTOUT ***************) and selecting the option for opting in.

Some marketers and individual reference services share names and addresses with companies that send catalogs or other mailings that may interest you or help others locate you.

If you would like to remove your name from future lists,then send your full name and address to:
Direct Marketing Association
Mail Preference Service
PO Box 643
****************

Experian
ATTN: Consumer Services Department
949 W Bond
*****************

For additional assistance, you may call the toll-free telephone number provided on your personal credit report obtained directly from Experian, or write to Experian at ***************************** For more information regarding your credit and frequently asked questions, you may visit ******************************************************************.

We hope this information is helpful when considering this matter.
Initial Complaint
Date:01/21/2025
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.
Experian has been sending me emails with the subject "***, your card was declined. Update your payment info." I do not recall ever having given Experian my credit card information, nor agreed to be charged by them. I do not even know what they are attempting to charge me for. I have attempted to contact them via phone (I have called several different numbers) and despite being forced to enter my social security number before their answering robot would transfer me to a representative, I was never put in touch with a real person. Usually, the line hung up on me after being on hold for a while. I have tried to log into my Experian account online, but I cannot access my account because after logging in, the site insistently redirects me to a page that says that I have a "balance due" of ~$25. I will not be paying this balance nor providing payment info to Experian because I believe this to already be a fraudulent attempt to charge me.
Customer Answer
Date: 01/21/2025
I confirm that I authorized and submitted this complaint. My complaint is that Experian has been attempting to process a charge that I did not agree to, and I have been unable to contact a representative of the business to discuss a resolution after multiple attempts. Additionally, my online account with ********************** has been locked down such that when I log in, I am immediately redirected to a page where I am asked to provide payment information so that they can process additional charges.
Business Response
Date: 02/06/2025
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 January 24, 2025.

Customer satisfaction is our priority. Per your request,your paid benefits will cease, effective February 6, 2025. You will continue to have access to your Experian(R) credit report and FICO(R) Score once daily, at no charge to you.

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: 02/08/2025

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:01/20/2025
Type:Sales and Advertising 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 keep getting charged on **** for a subscription I didnt authorize. Im 73 and I might have wanted a FREE check but certainly no subscription. Perhaps their website is a bit tricky so to fool older ones. I cannot find this under my ***** subscriptions or anywhere else so as to cancel.Dec 28, 2024 AplPay EXPERIAN* CRE479-343-6237 $24.99
Customer Answer
Date: 01/22/2025
For a refund. You asked for my written permission that I filed the complaint.
Business Response
Date: 01/27/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R)CreditWorksSM. Our records indicate that you enrolled with CreditWorksSM on October 20, 2024, followed by a request to cancel the membership on January 21, 2025. Customer satisfaction is our priority. As a courtesy, we issued a refund of $49.98 on January ******* and January 21, 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:01/20/2025
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.
Dear BBB I am writing to formally dispute an issue I have encountered with my Experian profile. Despite maintaining a strong credit profile with an excellent credit score of 800+ across all major credit bureaus, and a credit history that includes auto loans, credit cards, and personal loans, I have observed the following irregularities on your platform:1.Pre-Approval Offers: I have been receiving pre-approval notifications from Experian; however, the links to these offers do not open the intended pages. This issue persists despite multiple attempts across different devices and browsers.?2."Offers" Section: The "Offers" section within my Experian profile is not functioning correctly. It remains completely blank and does not display any card matches or relevant offers. Given my strong credit profile, this appears to be an error, as I would typically expect to see tailored offers.?I believe these issues may be related to a technical or back-office problem within your system. As a result, I am not able to access or review potential financial opportunities that align with my creditworthiness.I kindly request that you investigate this matter and resolve any technical or administrative errors that may be affecting the display of offers on my account. Please provide me with an update on the status of this investigation and any steps you will take to rectify the situation.If additional information is needed to assist with your investigation, please feel free to contact me at ********************* or ************.Thank you for your prompt attention to this matter. I look forward to your swift resolution.
Customer Answer
Date: 01/20/2025
Subject: Authorization to Proceed with Complaint Experian
Dear BBB Representative,
I am writing to confirm that I authorized the submission of the complaint regarding Experian and that I am requesting your assistance in resolving this matter. Below is a detailed description of my concerns and interactions with Experian:
Detailed Description of Concerns:
I have a strong credit profile with an 800+ credit score, which includes a diverse credit history of auto loans, credit cards, and personal loans. Despite this, I have encountered issues with Experian's platform, specifically:
The pre-approval offers I receive do not open the intended pages.
The "Offers" section within my Experian profile remains blank and does not display any relevant card matches or financial offers, which is unusual given my credit standing.
As a paid member of Experian for over a year, I have not seen any updates or offers on the platform, which I believe indicates a technical or back-office issue on their part.
I kindly request BBB's assistance in addressing these issues with Experian to ensure they investigate and resolve the matter promptly.
Thank you for your help, and I look forward to hearing back from you.
Sincerely,
ZION AMA DIO ***
Business Response
Date: 01/31/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM. We show we were discussing when you spoke to our representative on January 31, 2025, and stated you would call back at a later time. If you are still in need of help regarding this issue, please reach back out to 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.
Initial Complaint
Date:01/17/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They will not answer the phone so I can unfreeze myreport
Business Response
Date: 01/27/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM. We show that the issue was resolved with us over the phone. If you are still in need of help regarding this issue, please reach back out to 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.
Initial Complaint
Date:01/16/2025
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 tried for hours to log into my Experian account to challenge a false report on my credit report but due to their website errors, I am unable to. I have changed my password successfully many times but it still says incorrect password when I try to login. I get error messages when I try to login with ****** or ***** (all options on their website) and get error messages there too. There is no way to reach anyone at Experian for assistance by email, chat, text or IM. I am unable to call their number by normal phone due to a medical condition. It is impossible for me to login to file this dispute and I shouldnt have to waste paper and postage to file a complaint due to their refusal to maintain a proper and working website. Also I do not have access to a computer or printer to write a normal letter.
Customer Answer
Date: 01/16/2025
Previous complaint details suffice. Process this complaint.
Business Response
Date: 01/27/2025
Thank you for contacting us regarding creating a membership on our Experian(R) website. Previously, online management of a security freeze has involved using the consumers personal information in conjunction with a Personal Identification Number (PIN). We have recently updated our processes for administering security freezes. To add or remove a security freeze online, consumers should visit ***************************************************************. Non-members will be prompted to create a free membership in Experian CreditWorksSM Basic or to create an Experian Service Account. Our representative left a voicemail requesting to reach you on January 27, 2025. Our records indicate that you do not have an active membership. We apologize for any inconvenience or misunderstanding,and we appreciate the time you took to send us feedback regarding our website. 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 such as you.
Initial Complaint
Date:01/13/2025
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.
Unable to login to Experian to unfreeze my account. Also unable to contact a live agent as the voice prompt keep referring to their website where I can't even reset my password that I don't have for their free credit freezing product.
Customer Answer
Date: 01/13/2025
Im unable to login to unfreeze my account. Ive signed up for the free service to freeze my credit. When going through their online process to reset, it wanted to verify the account by texting or calling to a phone number that Ive entered. No text or call were received. When calling their support number, it kept suggesting going to their site to reset the account. I cant get a live agent at all to help. I was able to sign in in the past until they updated their website.
Business Response
Date: 01/17/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM. We show that the issue appears resolved when you enrolled into a new membership on January *******. If you are still in need of help regarding this issue, please reach back out to 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.
Initial Complaint
Date:01/11/2025
Type:Product 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 was sent an email for finance options. I had a look just out of curiosity to see % rates.The next few days I received all these emails stating I had applied for loans. These guys have already breached my info once and were supposed to give my protection for free against this.Nothing happened, my info was breached and now this I have 6 finance co sending me emails with the offers These guys are scamming us and they are a major credit reporter. HELP
Customer Answer
Date: 01/12/2025
I just want this reported. There is no action I suppose. Experian is crooked and sending my personal info to all without my authorizion. I just want this to be known. Thank you
Business Response
Date: 01/24/2025
Thank you for expressing your concerns regarding Experian(R)CreditWorksSM. Credit bureaus maintain separate records of consumers information. To dispute possible inaccuracies on their credit file consumers must direct their requests to each individual credit bureau. Under the Fair Credit Reporting Act (FCRA), you have the right to dispute the completeness and accuracy of the information in your credit file.

Listed below is the dispute contact information for the three national credit bureaus
Experian(R):
Online: ********************************************
Mail: ***********************, *******; 75013
Telephone: ************

Equifax(R):
Online: ***********************************************************************************************************************************
Disputes via U.S. postal mail:
***********
P.O. Box 740256
*******, ** 30374
Telephone: ************

TransUnion(R):
Online: ********************************************************************************
Disputes via U.S. postal mail:
TransUnion
Consumer Solutions
P.O. Box 2000
*********** **********
Telephone: ************

When you contact the appropriate credit bureau to dispute information on your credit report, be prepared to state the facts and explain why you are disputing the information, be able to supply the relevant account numbers and copies of any supporting documentation and request the deletion or correction of the information you feel is inaccurate. The **** mandates that the credit bureau with which you placed the dispute must respond to your dispute by contacting the source of the information and initiating an investigation. The credit bureau will ask the company or creditor (where possible) to check their records to verify the disputed information. Within 30 days, the company or creditor must respond to the credit bureaus investigation. The creditor or company may verify the account item as accurate, or they may ask the credit bureau to update or correct the item. Upon conclusion, the credit bureau will contact you with the results of the investigation.
Customer Answer
Date: 01/30/2025
You have caused changes to me credit and applying for creditor with people I have never applied for. You keep sending me spam email as well.
Business Response
Date: 01/31/2025
Thank you for expressing your concerns regarding Experian(R) CreditWorksSM. Credit bureaus maintain separate records of consumers information. To dispute possible inaccuracies on their credit file consumers must direct their requests to each individual credit bureau. Under the Fair Credit Reporting Act (FCRA), you have the right to dispute the completeness and accuracy of the information in your credit file.

Listed below is the dispute contact information for the three national credit bureaus
Experian(R):
Online: ********************************************
Mail: ***********************, *******; 75013
Telephone: ************

Equifax(R):
Online: ***********************************************************************************************************************************
Disputes via U.S. postal mail:
***********
P.O. Box 740256
*******, ** 30374
Telephone: ************

TransUnion(R):
Online: ********************************************************************************
Disputes via U.S. postal mail:
TransUnion
Consumer Solutions
P.O. Box 2000
*********** **********
Telephone: ************

When you contact the appropriate credit bureau to dispute information on your credit report, be prepared to state the facts and explain why you are disputing the information, be able to supply the relevant account numbers and copies of any supporting documentation and request the deletion or correction of the information you feel is inaccurate. The **** mandates that the credit bureau with which you placed the dispute must respond to your dispute by contacting the source of the information and initiating an investigation. The credit bureau will ask the company or creditor (where possible) to check their records to verify the disputed information. Within 30 days, the company or creditor must respond to the credit bureaus investigation. The creditor or company may verify the account item as accurate, or they may ask the credit bureau to update or correct the item. Upon conclusion, the credit bureau will contact you with the results of the investigation.
Customer Answer
Date: 02/05/2025

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:01/09/2025
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 people have control over all of my personal information and they will not answer the phone. I have tried calling like 20 different numbers and I am blocked from talking to a human every time. Nothing can be more frustrating than this type of dismissive treatment of the people they have every bit of personal information on. Absolutly discussing behavior. This type of stuff should not be legal. I want a call or a phone number where I can speak with a human. My credit score is over 800 so I'm not just some a**** looking to yell at an agent. Answer the phone with a human you ******.
Business Response
Date: 01/31/2025
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 January 31, 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:01/09/2025
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 found this monthly charge on my credit scores. I did not authorize this ***** monthly payment and want it stopped immediately and a refund as well
Business Response
Date: 01/15/2025
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.

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Experian Consumer Services is NOT a BBB Accredited Business.