Complaints

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

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  Experian Consumer Services

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

• 

  FreeCreditReport.com

  PO Box 91119 Seattle, WA 98111

• 

  Experian Consumer Services

  2544 Ashbrooke Dr Lexington, KY 40513-1431

• 

  Experian Consumer Services

  PO Box 1829 Agoura Hills, CA 91376-1829

• 

  Experian

  1100 NW Loop 410 San Antonio, TX 78213-2263

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: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,
  
  ******* *******
  
   
  

• 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.

  I cannot access my Experian account because their recovery/update system is non-existent. I have lost access to my previous phone number. There is no useful information on the website. Experian uses your cell phone as the second of two, authentication mechanisms. Without it, there is no way to access your credit file. The automated phone system is nothing more than a loop designed to "assist" with only the easiest of issues. Getting a hold of a human has proven to be exceptionally difficult, and when I was able to finally get a human, he said he would forward me to someone who could "expertly assist me with my issue," and I was placed back in the automated queue.I have been trying to contact Experian for the last 5 months to simply update my cell phone number, so that I can login and manage MY credit file. Searching for assistance online, I found an entire subreddit dedicated to this exact issue.I pay Experian $19.99 a month for a very necessary service that has proven to be unusable, and frustratingly cumbersome to troubleshoot.Before Christmas, I locked my credit file, a service Experian offers. If I should need to apply for anything requiring a credit check before this problem is resolved, I will not be able to. The denied credit check will then negatively affect my credit report, to which I will not be able to login and address...and so on and so forth. There are no other real alternatives to credit management that tie directly to this credit reporting agency which has become exceptionally frustrating. I am attempting to rebuild my life after a divorce and things like this make it so much harder.

  Customer Answer

  Date: 12/30/2024

  As I stated in my initial complaint, I have a new phone number. For the last 5 months, I have been locked out of my Experian account because I no longer have access to my old phone number. Experians automated assistant is useless. It provides options on a several topics but none relating to login issues. After several calls, I was able to talk to a human but he told me he would forward me to someone who  oils expertly help me with my issues. In fact, he returned me to the automated assistant and the whole process started over. 
  

  There are no options available to customers who have these issues. My ********************** file is locked, if I need to have a credit check performed, I will not be able to do so, which could then negatively my credit score.

  UPDATE: I kept calling in an attempt to talk to a human. I got someone who immediately attempted to pass me off again. I stopped him and frustratingly explained my issue. He asked me for just about every bit of PII before updating my phone number. Then he proceeded to tell me it would take up to 72 hours for the change to take affect. When I asked why so long, he had no answer. Its just the system he told me. I will more than likely be canceling my subscription if I can get in. Hopefully I didnt get scammed

  Business Response

  Date: 01/09/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R). We show that the issue appeared resolved when you logged in on January 5, 2025. Customer satisfaction is our priority. As a courtesy, we issued a refund of $64.18 on January 9, 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:12/29/2024

  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 have an online account on **************************** associated with the e-mail address *********************** and telephone number ************ to monitor my Experian credit report. Unfortunately, my login has not worked in a very long time. The login system does not recognize my email address. When I retrieve my email address, it confirms that my email address is correct, but using it to login still fails. I have repeatedly tried to resolve this login issue to no avail. When I try to log in, I receive an error message that states "Oops, we're sorry! We could not find the page you were looking for... Call us toll-free at **************". However, this telephone number only forwards to an automated recording and does not connect to a customer ********************** agent, despite multiple attempts. I now have to file a BBB complaint just to get basic customer ********************** because your company has no open lines of communication.

  Customer Answer

  Date: 12/29/2024

  BBB,

  Per your request, please see the enclosed information:
  

  -Written confirmation that you authorized the submission of this complaint and that you are requesting assistance from BBB: Yes, I submitted this complaint, hence my personal information and name attached to the complaint.
  -A detailed description of your own particular concerns and/or interaction with this business: Please see enclosed my initial complaint regarding the business.
  

  Business Response

  Date: 01/09/2025

  Thank you for writing and expressing your concern regarding your Experian(R) membership. Our representative left a voicemail requesting to reach you at 10:25 AM on January 9, 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: 01/24/2025

  BBB,
  
  I need to request that this complaint be re-opened. The business called me and left a voicemail about a week ago. I returned the call, but no one has called me back and the issue remains unresolved.
  
  Thank you,
  ***** *******

  Business Response

  Date: 01/30/2025

  Thank you for writing and expressing your concern regarding your Experian(R)membership. Our representative left a voicemail requesting to reach you at 2:15 PM on January 30, 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:12/28/2024

  Type:Order 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.

  This company takes your VERY PRIVATE information online, creates an account, and then refuses to let you sign in to your account. The *** goes in circles, wanting to send you links WHICH DON'T WORK. They tell you they'll send you a six digit pin to log in, BUT THEY NEVER SEND IT. This is the WORST company to do business with.

  Customer Answer

  Date: 12/28/2024

  Horrible customer ********************** experience, complete waste of my time, not easy to do business with, but they try to sell you upgrades on every screen. 

  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 appeared resolved when you logged into your membership on December 30, 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 and your expectations.

• Initial Complaint

  Date:12/27/2024

  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.

  cannot cancel account and delete sensitive banking data. Phone service does not provide these services and no email is provided

  Business Response

  Date: 01/22/2025

  Thank you for your recent request to remove your personal information from our files. 
  
  Unfortunately,we are not able to delete your online account and profile at this time. We are legally obligated to retain records of requests for credit reports from the credit reporting agencies, to verify permissible purpose under the Fair Credit Reporting Act. 
  
  In addition, pursuant to federal regulatory requirements,we must retain a customers core account information (including any-and-all records of customer complaints pertaining to such account) for six ********.  Of course, we realize the sensitive nature of this information,and maintain this data with great care for security and respect for your privacy.
  
  We did, upon your request cancel your account, billing information, and financial information from our active database.
  
  Thank you for your understanding in this matter.

• Initial Complaint

  Date:12/24/2024

  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.

  24-Dec-2024 and many other dates.There is no reasonable method of closing an account and/or turning off all junk mail that comes from this business. This is particularly annoying as my uncle **** ******* died a couple years ago, and one would think that Experian would know that. Unless their data truly is a complete farce, a distinct possibility.

  Customer Answer

  Date: 12/25/2024

  Yes, I authorize this complaint on behalf of my deceased Uncle **** *******, as I continue to receive junk mail from Experian. They continue to try and sell products, none of which were ever requested nor wanted, with no method of turning them off beyond phoning Experian. But then they would have my phone number as well, and would likely be just as disrespecting with that.

  ****** ****

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

  Business Response

  Date: 01/17/2025

  Our office received your recent correspondence regarding an account that is open that you have reported as deceased. In order to process your request, please provide a copy of the death certificate along with the decedents complete identification information (full name, last United States address, Social Security number, and date of birth), along with a letter with your request. We apologize for any inconvenience or misunderstanding, and we appreciate the time you took to send us feedback.
  

  Customer Answer

  Date: 01/18/2025

  There is no information on where or how to send the requested information.

  Also, their response is completely antithetical to the mandate, at least in our state, that unsubscribing must be as easy as subscribing.

  Business Response

  Date: 01/22/2025

  Our office received your recent correspondence regarding an account that is open that you have reported as deceased. In order to process your request,please provide a copy of the death certificate along with the decedents complete identification information (full name, last United States address,Social Security number, and date of birth), along with a letter with your request. This information can be uploaded on our website at *************************************************************** or you can mail a copy of the death certificate to Experian's Consumer ****************** ************************************* 

  Customer Answer

  Date: 01/22/2025

  
  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:12/24/2024

  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.

  Employees working for this business repeatedly refuse to understand written and verbal communication. I've contacted them through email and phone calls and they will not assist me in verifying who I am. I have my password. I cant log into my account or create a new one. This is very rude and disrespectful, how are you the judge of someone's credit? I don't even owe anyone money and they are treating me like this. You can contact me at *********************** or at ************.

  Customer Answer

  Date: 12/25/2024

  Yes I need your assistance with this business Experian.  They won't verify my identity and keep trying to force me to talk to a machine.

  Business Response

  Date: 01/08/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative sent an email to you requesting 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:12/24/2024

  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.

  Employees working for this business repeatedly refuse to understand written and verbal communication. I've contacted them through email and phone calls and they will not assist me in verifying who I am. I have my password. I cant log into my account or create a new one. This is very rude and disrespectful, how are you the judge of someone's credit? I don't even owe anyone money and they are treating me like this. You can contact me at *********************** or at ************.

  Customer Answer

  Date: 12/24/2024

  The employees at this business Experian refused to provide me with a means to verify myself to regain access to my account on their website.  

  Business Response

  Date: 01/08/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative sent an email to you requesting 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.