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:01/09/2025
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.
Experian's system was hacked and my personal information was compromised. An account was opened in my name on their website and my information was changed. I made several attempts to have this remedied and ensure that my identity and personal information are protected, but Experian refuses to let me talk to somebody who can fix this situation for me. I did not choose to have my personal information given to Experian; however, they did not protect my personal information and they are refusing to assist me in correcting their mistake. In addition, my personal credit is now on hold as a await a solution; however, Experian is unwilling to put me in contact with somebody who can address my concerns. Looking at the significant number of complaints against Experian, it appears that this issue is systemic, and not isolated to a few individuals. It is regrettable that such a poorly run company is entrusted with protecting our credit.
Customer Answer
Date: 01/09/2025
I authorized the submission of this complaint and I am requesting assistance from BBB.
Ive called Experian several times, every day this week, looking for assistance with this matter, and I have yet be given an opportunity to speak with somebody who can assist me. In the rare occasion that I speak to an actual person, they say they will transfer me to another department, and the phone will just disconnect.
Business Response
Date: 01/15/2025
Thank you for writing and expressing your concern regarding your membership. We have escalated your concerns to our engineers for further assistance. We will email or call you to notify you of the resolution of the problem. Thank you for your understanding and cooperation.
Initial Complaint
Date:01/06/2025
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 a freeze on my credit report that I tried to temporarily lift today, 1/6/25. I had no problem doing this at ********** and *******. But could not do this at Experian. When I tried to login, they had a code and I never received the text on my phone. I tried to open a new account and noticed that the partial email address and phone number that had for me on file were to a email address (***********) and phone number that I couldn't recognize. I suspect that this is why I couldn't be verified. Ultimately, because of this, I couldn't get verified and unable to unfreeze my account that would allow me to open an account at ***. I tried repeated to call Experian but talking to a human is impossible and only got the standard options which are not relevant in this case. I sent them a physical letter detailing the problem but am worried that I am a victim of identify fraud.
Customer Answer
Date: 01/07/2025
An ideal response from Experian would be to correct the email and phone number that is listed with my name. Also, allow me to set up an account (which was aborted by the wrong email and phone number on file) so that I can assess the details myself. And lastly, to provde assurances that these changes to my account were not posted fraudulently.
Business Response
Date: 01/09/2025
Thank you for bringing your concerns to our attention regarding Experian(R) CreditWorksSM.

We will need additional information to begin this process and research further information.Please provide us with all of the following, along with a description of your request:

Your complete Social Security number
Copy of your current drivers license or government-issued photo ID reflecting your current address
Copy of a current utility bill or bank/insurance statement reflecting your current address

Please fax the requested documents to: **************
ATTN: Experian Consumer Affairs

Or, you can mail to:
Experian Consumer Affairs
PO Box 2390
***************

Once we receive the requested information, we can escalate your concerns to our engineers for further assistance. Depending on our findings, we will contact you for additional information or notify you upon resolution of the problem

Our customers are very important to us and we look forward to hearing from you with the information requested above. We apologize for any inconvenience. Thank you for your understanding and cooperation.

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 we will give serious consideration to the issues you presented to us. It is through information provided by customers such as you that we are able to improve our products and memberships.
Initial Complaint
Date:01/04/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, on the Experian website it **************************************************** keeps getting an error. And does allow to create an account online. Supporting Documents have been uploaded at ********************************************************************************************************************************************************************** and there has been no reply. Although this is not an issue because I have been able to get the report by ****. However, the website does not allow me to create an account. An error keeps occur there is no way to caontact anyone via phone number and the number do not get to a live agent it directs to wbsite and there no way to resolve this matter it been ongoing for months. this error here is the error message Oops, we're sorry!We are experiencing technical difficulties.We have been notified and will actively work on fixing the issue. Please try again later. I want the experian to rpovide an number where a person can be reached as well and to be create an account on the website. Thank you
Customer Answer
Date: 01/04/2025
Hello,

Thank you yes request with assistance for the matter concerning the creation of online acccount **************************
Business Response
Date: 01/15/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM. Please accept our apology for any difficulty you encountered while attempting to enroll in our CreditWorksSM membership. We show you spoke to an agent and enrolled on January 15, 2025. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectations.
Customer Answer
Date: 01/16/2025

Better Business Bureau:

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

Regards,

******* Boone *****
Initial Complaint
Date:01/03/2025
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.
My SSN was recently compromised and someone hacked my Experian member account. I emailed all required documents to prove my identity over 2 months ago and am unable to get any resolution.
Customer Answer
Date: 01/04/2025
I authorize the submission of this complaint and am requesting assistance from BBB. My SSN was compromised earlier this year and I contacted all 3 credit agencies in early October after finding some hard inquiries on my credit reports. On October 26th I received notification from Experian that my profile information had been updated. I did not make any changes to my profile. After this I was unable to log into my Experian member account or get access to change my password. I contacted Experian about the issue immediately and received an email requesting a copy of my license, SSN card and mail addressed to me. I received an email from them on Nov 8th confirming they received the documents and they were able to verify my identity but the case was escalated due to the fact that an Experian SmartMoney account was opened in my name. I have sent several follow up emails with no response and have spoken to numerous people at Experian who are unable to provide me with any answers, refuse to let me speak with someone higher up, and am still unable to access my member account or *********************************************. After speaking with an agent yesterday, they confirmed that my profile still contains the incorrect address, phone number and email address.
Business Response
Date: 01/09/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM. We show that the issue appears resolved when signed into your membership on January 9, 2025. 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.
Customer Answer
Date: 01/09/2025

Better Business Bureau:

While the issue may now be resolved I want others to be aware that it was only after I emailed the CEO, complained on social media, and filed complaints with BBB and the Consumer *************************** that someone finally got in touch with me regarding my issue.

Regards,

****** *****
Initial Complaint
Date:01/03/2025
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 started a credit freeze and fraud alert on my accounts mid August 2024 with Experian after a major hacking incident.I opened accounts with Transunion and Equifax as well, have had no issues with logging back in to my account since that time.I have NEVER been able to log back in to the Experian account despite knowing the log in information. I have attempted to change the password numerous times, used the "other method " of logging in i.e. cell phone and last 4 of SS. I have followed the recommendations of the automated response system and ultimately end up with the error message "OOPS, we're sorry! We are currently unable to process your request."I have wasted hours on the phone with the automated response system and can't get through to a person. Typically the automated response system just ends the call without forewarning or starts a loop repeat. I have sent numerous e mails to Customer ********************** explaining the issue and no response in past 10 days. I am planning on making a major purchase in the next months and will need to make changes to this credit freeze.Can you help me resolve this issue (inability to log in to account) with **********************?Thank you for your time
Business Response
Date: 01/08/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative left a voicemail requesting to reach you on January 8, 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:12/31/2024
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.
my old phone number is ************, my old address is ********************************* and both have changed...I have been trying for 2 days to get a live agent... they say that they are closed... but in actuality, I have had this problem for 5 years... have they been closed for 5 years.I credit report fell from over 800 to below 700, and below 600 to start with... I have been unable to get Experian on the phone other than an AI robot, Chatbot.... I need help fixing this problem...My new address is ****************************************** and my new cell number is ************ please help me get a live agent and get this problem corrected.1. my info corrected 2. equiant and or concord removed and or showing dispute 3. my credit score correct by updating it with the corrected disputes and settlements since my account was proven fraudulent... via ID theft I seek help, as a 100% DAV, I may need extra assistance, but under ADA **** Experian is required to meet my needs. I am COL ***** **** *******, cell phone ************ please help me ASAP Experian is costing me 5.9% interest on my money. Prior to the fraud on my account I had a 1%, or .99 on all of my accounts based on my 800+ credit score... Experian is costing me ******* of Dollars. all I need is a little help from a live agent.please help me sincerely ***** **** ******* , ************
Customer Answer
Date: 01/02/2025
Yes I authorize BBB to help me... this is an accurate complaint writen by me.

***** Lynn ******************************
Business Response
Date: 01/14/2025
Our office recently received your correspondence regarding the above-mentioned consumers personal credit report.

We are currently reinvestigating the information with which the consumer disagrees. Upon completion of this process, we will provide the results of our investigation directly to the consumer.

Experian strives to achieve a high level of customer service for all the consumers they assist. Let me assure you that Experian takes its commitment to efficient, expeditious service seriously. Thank you for allowing me to assist you. Please contact our office for further assistance.

Sincerely,

*** *******
Senior Regulatory Affairs Associate
Experian Consumer Affairs
************
Customer Answer
Date: 01/14/2025
Because the cell phone number ************ is no long in use, Experian is refusing my calls from ************. Because of this matter, I now have 2 negatives on my credit that I cannot fix and 3 of my creditors are cancelling business contracts with me... Experian is costing me money. What they are doing goes against The Constitution of *****************, Experian is subject to criminal charges... I need this fixed, please help me.
Business Response
Date: 01/17/2025
Our office recently received your correspondence regarding the above-mentioned consumers rebuttal of our response to their complaint.

If there is information appearing on a credit report that is believed to be inaccurate or incomplete, we must have a specific dispute. Examples of specific disputes are as follows: not mine, paid in full,never delinquent or included in bankruptcy or for public record disputes: not mine, paid/satisfied, vacated or filed in error. If the status dates, amounts, balances or other specific data is incorrect, the consumer should also indicate what the correct information should be. Please specify the item or account name and number.

Please provide the consumers specific disputes along with their complete identification information (Social Security number, full name, current address,previous addresses in the last two years and date of birth). Also, please include one copy of a government issued identification card, such as a driver's license, state ID card, etc., and one copy of a utility bill, bank or insurance statement, etc.

Please note that they may submit their request or documents supporting their claim electronically at ***************************************************************. They may also visit Experians dispute center by visiting ****************************************************************************************;

Experian strives to achieve a high level of customer service for all the consumers they assist. Let me assure you that Experian takes its commitment to efficient, expeditious service seriously. Thank you for allowing me to assist you. Please contact me directly for further assistance.

Sincerely,

*** *******
Senior Regulatory Affairs Associate
Experian Consumer Affairs
************
Customer Answer
Date: 01/19/2025
as I said the First time... you simply have the wrong number for me, you keep verifying my identity with a disconected number , ************... and because you cannot verify my identity with **********, you do not talk to me. My new phone number is ************.
my email has not changed, you have it, but you do not use it, it is **********************************
please update you information on me, and contact me.
Initial Complaint
Date:12/30/2024
Type:Customer Service 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 website has technical issues. That prevents user to login and manage ********************** file unfreeze.On 12/30, I made over 10 calls among **********************01, ***********, to resolve login issue. Experian does not care to help resolve the issue. On 12/30 3pm EST, I finally spoke to Bellafrom dispute department in hope to get direct contacts for solving issue. She kept referring me back to the process where robo answer just dont address issues. Let me say this, your robo assistant *****. Your people are even worse. Because they know the system is not working and kept wasting customers time. As ********************** is required, by my lender, I have to go through this painful process. I suggest your executives just call your own customer ********************** and find out how bad it is. Lastly, please do NOT send me generic answers in solving my complaint like a robo assistant. Do your homework first! find out why your login system dont work.
Customer Answer
Date: 12/31/2024
I authorize the submission of this complaint in order for BBB to accept your correspondence as a formal complaint.
The details are already included in the original writing.
Business Response
Date: 01/15/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM. Please accept our apology for any difficulty you may have encountered while attempting to reach out to an Experians representative.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, a consumer should visit *********************************************************************; Existing Experian members will now 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. ************************************************** Basic is a free product that provides consumers access to their Experian credit report and FICO 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. After conducting a detailed search of our database, we are unable to locate such a member profile for you in our systems using the information provided. At your convenience, you may visit *************************************************************** and follow the instructions onscreen to create your profile according to the information provided above.
Customer Answer
Date: 01/15/2025
hello,

I think you did NOT read my complaint. You did NOT test your system. As of 1/15/2025, I still can not log in the Experian account and perform unfreeze.
please go back and call your executives to get guidance how to test and get login working.
Business Response
Date: 01/22/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative left a voicemail requesting to reach you on January 22, 2025. 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, a consumer should visit *********************************************************************; Existing Experian members will now 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. After conducting a detailed search of our database, we are unable to locate a membership for you in our systems using the information provided. Should you wish to create a member profile, you may visit *******************************************************************************************************************************************************;
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.
Customer Answer
Date: 01/23/2025

Better Business Bureau:

I have resolved my need as Experian has fixed their system. They removed my old account/membership. I was able to create a new account.

Regards,

******* ****
Initial Complaint
Date:12/30/2024
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.
It is impossible to contact Experian to get assistance with problems logging on to my account on their website. There is no chat function and their phone system is automated only and can't respond to any complexity. There is no option to speak with a real person. Many people are reporting this problem but it has been continuing for well over a year, It is important that I and others have access to our credit information and the other functions such as filing a dispute that Experian is supposed to provide. I have filed a complaint with the **** as well.
Customer Answer
Date: 01/02/2025
To:Jasmine ****/Better Business Bureau
Fr:****** *****
Re:Complaint ID ********

This is to inform you that I authorize this complaint and request BBB assistance.

My concern/interaction with this company (Experian) has been unacceptable in terms of access to customer support regarding an urgent matter, or any matter. I created a personal account with ********************** after becoming aware I had been the victim of identity theft that showed up on my credit record. When I tried to log back on to the account later I was unable to do so even after using the password reset option.

The real problem is that when you call the only phone number they provide for contact you get a bot of some sort, theirs sounds like its probably an AI bot. The bot only offers very limited options to scripted responses with no option to speak with a real person. If you do not interact in a way it approves of or you exhaust the few choices it hangs up on you. Their website offers no additional contact information.

This is completely unacceptable considering the critical function credit reporting bureaus play in our financial system and personal financial lives. As I stated in the original complaint, it is important that I and others have access to our credit information and the other functions such as filing a dispute that Experian is supposed to provide.I have filed a complaint with the **** as well.

****** *****
**********************************************************************************
Business Response
Date: 01/09/2025
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 December 28,2024. 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 according to your expectations.
Initial Complaint
Date:12/30/2024
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 or about the dates December 24 or 26 or both the year 2024, I received an alert from Experian. The alert stated that my credit had decreased and had a new amount for me to press the prompt given. My name is ****** ***** I have awesome credit over 760. Being concerned I did as instructed experian. Experian used all my information to create a membership account. Informing that I would receive a bill for a sum of $4.99 + any addition expenses. I tried to call an d resolve the problem. Asking to remove my name and any additional information. attributed to this account. Unfortunately I was not able to resolve the issue given no contact number, asking to speak with a live person wasn't available. I had no intention to create an account with **********************. Can you please contact them, and ask them to remove the membership number enclosed and any other information attribute to this false alert to gain clients
Customer Answer
Date: 12/30/2024
I agree that I want BBB to investigate this mattmatter with Experian. And to have them remove me and any attributed to this case smdismussed. After Dealing with Experian, I'm hesitant.. the press another thing without clarification
Business Response
Date: 01/08/2025
Thank you for expressing your concerns regarding Experian(R).

We do not show that you have a paid membership with Experian(R). You currently have our 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 which are updated daily.

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:12/30/2024
Type:Sales and Advertising 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.
To whom this may concern, I attempted accessing my Experian app using my Face ID, as I normally do. The app wasnt recognizing my face, as it normally does, so I was prompted to enter my password manually. I attempted doing so, entering a few of my go to passwords. After a couple attempts, I received an email stating my account had been blocked due to too many failed attempts. The email then prompted me to reset my password with very specific password requirements/restrictions. Every password I attempted using wasnt allowed because it says it was a previous one, which is one of their restrictions. In the past and with other providers, I have the option to request the account be unlocked & proceed with login bau, not being forced to change my password. Id prefer not to change my password because if/when I run into issues with Face ID in the future, I will be forced, yet again, to change my password to something I know I wont remember seeing as though I only have 4-5 I use with everything (which I know isnt advisable but it works for me). I tried contacting Experian directly via their ******** messenger platform & the answering agent ***** was extremely rude & not the least bit of helpful (see attachments). Is there a way for my account to be unlocked (oppose to being forced to come up with a new password in which I will not remember) so I can attempt log in again using one of few go to password and/or Face ID, like I always do?***** (the ******** messenger agent that attempted helping me also needs a coaching and/or customer handling training because had she been more personable & chose her words wisely, I probably wouldnt be taking the time to file a complaint with BBB. Thanks.
Customer Answer
Date: 12/30/2024
To whom this may concern,
I authorized the submission of this complaint and is requesting assistance from BBB.
As mentioned in the complaint details, I need help with unblocking my account so I can access my credit report details, etc.
Thanks.
Business Response
Date: 01/09/2025
Thank you for informing us of your recent experience with Experian CreditWorksSM. Experian CreditWorksSM prides itself on providing an excellent customer experience, and vigilantly strives to provide the highest standards of customer care and satisfaction.

Let us assure you that the statements made by our representative are not in accordance with our policies.We will address these allegations directly with the representative and will take the appropriate steps to prevent a recurrence of events.

Per federal law and the Terms and Conditions on our website, we use security measures designed to protect the consumers privacy and safeguard consumersinformation. We employ an authentication process to verify the consumers identity to access their report online.

We go beyond reliance on personally identifiable information (PII) or a consumers ability to answer knowledge-based authentication questions to access our systems. We do not disclose additional processes for obvious security reasons; however, our data and analytical capabilities verify identity elements across multiple data sources and are not visible to the consumer. This is designed to create a more positive experience for our consumers and provide additional protection layers. Thus, we are required to reset your password to help you log in. Our representative emailed you requesting the best time to contact you on January 9, 2025.

We apologize for any inconvenience or misunderstanding, and we appreciate the time you took to send us feedback regarding our website.

We hope the above information is helpful to you in considering this matter.
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.
Customer Answer
Date: 01/09/2025

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 would hope you all are being honest in sharing that the agent that assisted me via the social media platform is being coached/held accountable for her poor customer **********************. Im sure this isnt her first nor last time getting nasty/rude with customers.
Im not happy about having to reset my password but I understand its policy so Ill go ahead & do as directed. Revisiting that policy would be advisable.

Thanks for responding.

Regards,

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

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