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 / Cictripleadvantage

  Trenton, NJ 08620

• 

  Experian

  2377 Gold Meadow Way Ste 100 Gold River, CA 95670-4444

• 

  Solstice Custom Homes

  5740 SW Arrow Wood Ln Portland, OR 97225-1330

• 

  Experian Consumer Services

  Colton, CA 92324

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/21/2024

  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.

  ID#: ******************************* case #********* has not been resolved. I am not able to log in to my account because my personal information was changed. My address and phone number on file was changed by someone other than me. I am not able to freeze or unfreeze my account, but the person who stole my identity can. I continue to receive letters in the mail about attempted accounts in my name.

  Customer Answer

  Date: 12/22/2024

  I authorize this complaint and request assistance. 

  Business Response

  Date: 01/17/2025

  Thank you for writing and expressing your concern regarding your membership with Experian IdentityWorksSM. Your membership is currently being reset. We sent you an email requesting documents on January 7, 2025. Depending on our findings, we will contact you for additional information or notify you upon resolution of the problem once the documents are sent. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectations.

  Customer Answer

  Date: 01/17/2025

  the personal documents have been sent for the second time. I am still waiting for account to be reset. In the meantime time I received another letter in the mail that someone tried to open another account in my name. I can only hope that they arent the one with access to my Experian account and we able to login and unfreeze my account. 

  Business Response

  Date: 01/22/2025

  Thank you for bringing your concerns to our attention regarding Experian(R). We appreciate your feedback and have noted your concerns.  We have escalated your concerns and documents to our engineers for further assistance. We will email or call you to notify you of the resolution of the problem. We hope this information is helpful when considering this matter.

  Customer Answer

  Date: 01/22/2025

  I received a recent email that my account was again accessed by someone other than me and my PIN number was changed. It has been months and this issue is still unresolved despite sending the appropriate documents. 

  Customer Answer

  Date: 03/20/2025

  
  Better Business Bureau:
  
  Yes, I did not hear from them directly but they did finally reset my account. 

  
  

   
  Regards,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:12/21/2024

  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.

  They wont ever let me talk to a real person and its impossible to get past the phone tree.

  Customer Answer

  Date: 12/22/2024

  I, ***** T, am submitting this complaint against Experian for failing to provide a phone number that adequately allows me to speak to a customer ********************** representative to initiate a service request with Experian. I do not even have the opportunity to ask questions. 

  Business Response

  Date: 01/08/2025

  Thank you for expressing your concerns regarding Experian(R).
  
  After doing a detailed search with the information you provided, we were unable to locate an account in our system that belongs to you.  To better assist us in locating an account, we are in need of additional information.   We would appreciate if you can provide us with the following:
  a.  Full credit card number being billed
  b.  Bank statement indicating card being billed
  
  Please fax any supporting documents to:  **************.  ATTN: Experian Consumer Affairs (Complaint ID: **********
  
  Or, you can mail to:
  ECA
  PO Box 2390
  ***************
  
  Our customers are very important to us and we look forward to hearing from you with the information requested above.
  Please note there are several websites that offer similar products, and in many cases, customers often discover, after reviewing their billing statement, or the web site where they enrolled, that the product is actually offered by a different company.
  
  Thank you for your understanding and cooperation.

• Initial Complaint

  Date:12/20/2024

  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 have been trying to unfreeze my credit report for over a week.I was unsuccessful logging in and found that Experian did not have a match for my date of birth and SSN, so I was unable to log in.I tried asking for assistance via an agent, but they do not allow for that and provided instructions for mailing information via a bot.Experian does not have any service people to speak with to resolve the situation (unlike TransUnion and Equifax, which kindly resolved my issue over the phone within an hour).I am applying for a mortgage and am now unable to finalize as they cannot access my credit report.The account access and unfreeze needs to be resolved by January 30.I am sending an overnight letter to Experian today, 12/20,2024 with my SSN, address, date of birth, copy of drivers license, copy of passport and copy of three statements verifying my address and have asked them to:- correct my account - unfreeze my ********************** until February 10 - reset my credentials so that I can log in.I appreciate any assistance to get Experian to resolve each of these matters expeditiously. thank you,******** ****

  Customer Answer

  Date: 12/21/2024

  Confirming that I submitted a claim regarding Experian credit bureau and need assistance with the three items I referred to.

  I am unable to gain access to my account to unfreeze my credit as this bureau has an issue with my date of birth and SSN not matching.

  They have no way to resolve, either on line or via their help line, as there are no people to talk to snd it is an endless loop on their VRU. 

  I sent a certified letter to them on 12/20 and need resolution quickly as I am applying for a mortgage.

  Thank you,

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

  Business Response

  Date: 01/17/2025

  Thank you for your correspondence and for the opportunity to respond to your concerns. 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 an Experian Service Account.   
  
  Experian CreditWorks 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 that are updated daily. In contrast, an Experian Service Account does not involve enrollment in a membership. It is an online portal through which consumers may log in to manage a security freeze, submit disputes, and review dispute results.
  
  After conducting a detailed search of our database, we cannot 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. 

• Initial Complaint

  Date:12/19/2024

  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.

  Your customer ********************** number won't verify my identity without a text message to a phone number I don't have any longer. I tried at least 5 times. I have an account registered under ****************** with phone number ************. I have my password but it keeps insisting on verifying by text message. I also have this new email address. Really, I would like to know if you are trying to have this kind of attitude with us.

  Customer Answer

  Date: 12/19/2024

  This company refused to verify my identity repeatedly and wasted my time over and over trying to force me to talk to a machine.  A woman named ***** refused to give me a manager and refused to identify herself beyond her first name.  She said she couldn't do anything except transfer me to the same machine.

  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 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: 01/17/2025

  
  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:12/19/2024

  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.

  I called experian on December 17, 2024, around 4:47 pm PDT. The auto attendant transferred me to a female in the dispute department in **********. The agent identified as *****. I told her I have called experian on multiple occasions and every time the auto attendant disconnected on me after requesting the membership department. It is near impossible to get to the membership department. After informing the agent with this serious problem, the agent said she will transfer me to membership. I told her to make sure she does it right, however, she transferred me as I was still speaking. I was transferred back to the same auto attendant. I said membership clearly. The *** said I can only transfer you under limited circumstances. The *** fails to explain what those limited circumstances are. The *** then deliberately disconnected the call on me. This is particularly egregious. This is a pattern and practice with Experian. This is a violation of, among other things, certain consumer laws. If this problem continues, I will file valid complaints with the ***** FTC and my OAG. Furthermore, I will have a press release. This is NOT a request for my credit report. This is NOT a dispute. This complaint is limited to only Experians *** that disconnects the phone on consumers when asking for the membership department.

  Customer Answer

  Date: 12/19/2024

  I authorize BBB to send my complaint. There is no third-party. 

  Business Response

  Date: 01/17/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R). We apologize for any inconvenience or misunderstanding and 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:12/18/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to reach this company for more than six months to ascertain why my bank is unable to retrieve my credit score from Experian. They are, allegedly, a major credit reporting agency who hold some peoples fate in their reporting, however, we, the consumer are unable to contact them when we have a concern. Yes, I am able to see my score online, and could appreciate if my bank could see it as well, when requested. I have contacted the bank to ensure that they have all of the correct information, however, they are not able to retrieve the report from Experian. Again, I have reach out for MONTHS and have not been able to address this issue with Experian.

  Customer Answer

  Date: 12/18/2024

  I authorize you to proceed with the following complaint lodged against Experian Consumer Services for the following reasons:

  I have been trying to reach this company for more than six months to ascertain why my bank is unable to retrieve my credit score from Experian. They are, allegedly, a major credit reporting agency who hold some peoples fate in their reporting, however, we, the consumer are unable to contact them when we have a concern. Yes, I am able to see my score online, and could appreciate if my bank could see it as well, when requested. I have contacted the bank to ensure that they have all of the correct information, however, they are not able to retrieve the report from Experian. Again, I have reach out for MONTHS and have not been able to address this issue with Experian.

  Thank you,

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

  Business Response

  Date: 12/23/2024

  Thank you for writing and expressing your concern regarding your membership with CreditWorksSM. Our records indicate you were able to successfully able to speak to us to help resolve your issue on December 18, 2024. If you are still experiencing this issue, please reach back out to us. Thank you for your patience in this matter.

  Customer Answer

  Date: 01/06/2025

  
  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:12/18/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am frustrated. I reached out to experian through BBB like i am doing now again. To get my $30.00 back and have them cancel my membership. And what do i see in my email experian trying to get money from me. I want it cancelled immediatly!!! And an email sent to me ********************** showing that it is been done.

  Customer Answer

  Date: 12/18/2024

  Yes i submitted this

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The issue occurred when I tried to login to the business site to file a dispute on my credit report on 12/17/2024. First, I was unable to login into my account because the business showed my old phone number. I managed to get the number changed (supposedly, but I'm no sure), but I am not receiving the calls or texts to verify my information. I assume they are being sent to my old phone number. All other methods of verification end in a text or phone call to verify. I cannot verify with either email or any other option.I attempted to call the business to correct the issue. The automated system does not allow you to make changes and REFUSES to transfer you a live agent. I attempted to get assistance by choosing every acceptable option the automated system will allow or recognize. I absolutely would not allow me to make changes or speak with an agent. It's as if the automated system is purposely designed to deny customers to the option/right to speak with an agent. I returned to website. All contact options eventually refer you to either phone or email. The automation system is completely useless and my only option is submit my changes and dispute request via the mail which will take weeks or months to update or process.Meanwhile, my credit report is reflecting misinformation and indicates fraud has occurred. I need assistance resolving and reporting these issues quickly.

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Esperian controls my credit report, and they will not communicate with me. Experian has locked me out of setting up an online account and won't communicate with me on how to resolve the issue. I need to speak to a service representative about resolving this issue. Please help

• Initial Complaint

  Date:12/12/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Yesterday I realized that somebody had hacked into my ***** bank account and tried to Zelle money to an individual. This was stopped, but I had an alert from them that someone was trying to originate a loan with ****************, which I called to put on alert. I then went to my Experian account to make sure that my credit was frozen and to monitor the account. I quickly realized that somebody had hacked this account and I was not able to login or change my password. When I call customer support I go through a series of Prompts and Im able to put an alert on my account but cant do anything to access it. I called approximately 15 to 20 times trying several different prompts to gain access to my account login but was unsuccessful and could never get to an agent. I tried a few different phone numbers and was able to get people on the phone, but they said the only way to make these changes would be through member services and they tried to once again give me prompts but without any success. It is literally impossible for me to access my account or contact somebody to grant me that access because any of the prompts they provide go to a hacked Account holder. Its very frustrating that this company is set to protect my information yet theres no way for me to talk to anybody to actually protect it. I spoke with multiple representatives, not on the membership side and they said that this was the only way that things could be done and they had to forward me to that line again. Ive determined that this wouldve been an endless loop without any possibility of resolution. Its very concerning to me that someone else has access to this account and can freeze or unfreeze my credit any time they want to. Allowing them to continue to try to steal my identity. This is a complete lack of support and an embarrassment in this type of industry.

  Customer Answer

  Date: 12/12/2024

  I think its important that people are aware that its impossible to reach support in a service people rely on to protect themselves.  Especially these days with the world being so digital and information being so much easier for scammers to be able to obtain. Experian needs accountability.