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

942 total complaints in the last 3 years.
381 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:08/27/2025
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.
I am filing a complaint against Experian, regarding their subscription services and cancellation process.When I attempt to cancel my subscription, I find it to be extremely difficult, if not impossible, to do so through normal means.Specifically:Experian does not provide a clear or straightforward way to cancel online.Attempts to cancel through their website either result in error messages or repeated redirection loops.Calling customer ********************** leads to long hold times, repeated transfers, or vague instructions without resolution.Despite my efforts, Experian is trying to charge my account.These practices appear to be intentionally designed to make cancellation unreasonably burdensome, trapping consumers in unwanted subscriptions. I believe this is unfair and misleading business conduct.I am requesting the following resolution:Immediate cancellation of my Experian subscription.Assurance that my personal and financial information will not be used to reinstate charges without my consent.
Customer Answer
Date: 08/27/2025
What exactly do you need? I don't see anything on here requesting more information.
Business Response
Date: 08/28/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM. Experian CreditWorksSM prides itself on providing an excellent customer experience and vigilantly strives to provide the highest standards of customer care and satisfaction.

Per your request, your paid benefits will cease, effective August 28, 2025. You will continue to have access to your Experian(R) credit report and FICO(R) Score daily, at no charge to you.

We appreciate the time you took to send us your comments and suggestions. We value the input from our customers and assure you that we will give serious consideration to the issues you presented to us. It is through information provided by customers like you that we can improve our products and memberships.
Customer Answer
Date: 08/28/2025

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:08/26/2025
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.
I signed up for the 7-day credit report trial. Before I could go in and cancel the subscription, they charged me a day early, which I did not have the money for, but they refused to let me go in and change my subscription without paying them first. I do not want the subscription and will not pay $30 for 6 days of it. They keep trying to charge my card for the subscription, but refuse to let me into my account to cancel it.
Business Response
Date: 09/09/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R)CreditWorksSM.

Our records indicate that you enrolled with CreditWorksSM Premium on July 20, 2025. Per your request, your paid benefits will cease, effective August 28, 2025. You will continue to have access to your Experian(R) credit report and FICO(R) Score once every 30 days, at no charge to you.

Customer satisfaction is our priority. As a courtesy, we issued a refund of $24.99 on August 28, 2025. Please allow 3 - 5 business days for these funds to process in your credit card account.

At this time, we would like to express our regret that your experience with Experian may not have met your expectations or our standard of excellence. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectations.
Customer Answer
Date: 09/10/2025

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:08/26/2025
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.
My SSN was stolen and the thief created an Experian account using their own phone number and email address. This means I cant even access my own Experian account or receive verification codes. I called the membership number *************) repeatedly, only to get stuck in an automated loop that never connects me to a person. After hours of trying, I finally managed to trick the system into giving me a live agentonly to be told he couldnt help and that I just had to keep trying. This is unacceptable.I also called Experians fraud department, who attempted to update my email address but entered it incorrectly (even after reading it back multiple times). Now Im completely locked out, and there is no way to reach someone to fix it. I was able to cancel the fraudulent membership, but I cannot set up my own because Experian is still trying to verify through the thiefs phone ********* total, I spent over three hours on the phone today alone, not counting other attempts, and I still do not have access to my own account. ********************** is failing to provide a secure, reasonable way for consumers to resolve identity theft issues. This is beyond frustrating and dangerous for anyone who has had their identity stolen.
Customer Answer
Date: 08/26/2025
Hello, I'm confirming that I did submit this complaint. I attempted to resolve this matter directly with Experian on numerous occasions prior to today via on their website and phone. The first phone attempt I made to them, the number listed was for a scammer who tried to tell me the only way they could help was if I "verified" my full bank account number. I, of course, did not and after they pushed me numerous times to do so then told me they couldn't help me if I didnt, I ended the call. Today, I spent nearly four hours on the phone, their website, and researching other sites on how to actually talk to a human to get some help through Experian. The two people I was able to talk to during that time said they couldn't assist me and referred me back to the queue of never-ending automation. Please let me know if anything else is needed on my end.
Business Response
Date: 09/08/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R). If you believe that your profile credentials have been changed by an unauthorized third party, you may request that the existing member profile be deleted from our website. Once completed, you would then be able to create a new profile and reauthenticate your identity. To begin this process, we will need additional information. Please provide us with all of the following, along with a description of your request

Copy of your Social Security number card
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 (Ref# *********)

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

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.
Initial Complaint
Date:08/26/2025
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.
Recently went online to get my free credit report and somehow inadvertently ended up signed up for the Experian premium subscription which I would have absolutely no use for at all. This was due to the confusing website process that is used to get a credit report on Experians website. I saw I was charged around $25 yesterday by Experian and called to get it cancelled and refunded. They canceled but refused to refund. This seems like a shady business practice coming from a large institution. That should not happen.
Business Response
Date: 09/09/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R)CreditWorksSM.

Our records indicate that you enrolled with CreditWorksSM on July 17, 2025. Per your request, your paid benefits will cease, effective September 25, 2025. You will continue to have access to your Experian(R) credit report and FICO(R) Score once every 30 days, at no charge to you.

Customer satisfaction is our priority. As a courtesy, we issued a refund of $24.99 on September 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:08/23/2025
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.
The automated voice systems are horrible. I can never get to a live agent.Also, I am an Air Force Veteran who is service-connected and on a fixed income. I need to be able to change the payment date of my subscription to be on the first of the ********** is about choice, and it needs to be a choice for the customer to decide when the subscription payment should come out based on when he or she receives income. I need a person who has SUPERVISOR or Manager as part of their Job title, according to what *************** has on file.I do not want to speak to anyone unless he or she meets the above requirement.Thanks in advance.
Customer Answer
Date: 08/24/2025
For the second time. I need this sent to experian ASAP. Please and thanks in advance.
1. The automated voice systems are horrible. I can never get to a live agent.
2. I am an Air Force Veteran who is service-connected and on a fixed income. I need to be able to change the payment date of my subscription to be on the first of the month. Life is about choice, and it needs to be a choice for the customer to decide when the subscription payment should come out based on when he or she receives income.
3. I need a person who has SUPERVISOR or Manager as part of their Job title, according to what *************** has on file. I do not want to speak to anyone unless he or she meets the above requirement. Thanks in advance.
Business Response
Date: 09/01/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R) PremiumSM.

Our records indicate that you enrolled on July 14, 2025, followed by a request to cancel the membership on December 11, 2024.
Per your request, your paid benefits will cease, effective September 22, 2025. You will continue to have access to your Experian(R) credit report and FICO(R) Score once every 30 days, at no charge to you.

Our website describes the offer, and the order form details the terms and conditions of the offer, including billing at the end of the trial and monthly thereafter unless and until the customer notifies us of their wish to discontinue. The consumer agrees to these terms when submitting their order.

We have, as a courtesy,issued a refund totaling $29.99 on August 27, 2025. Please allow 3 - 5 business days for these funds to process to the credit card account.

At this time, we would like to express our regret that your experience with Experian(R) 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:08/21/2025
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.
I am being billed ***** per month for an account I ***** started and I con not get intouch with anyone at the company to stop this bill.
Customer Answer
Date: 08/21/2025
In response to your request for authorization to peruse the complaint I give it.
The problem is; Since January 2025 I have been billed $21.19 a month for services that Experian Credit Report said they were pervading. I do not have an account there and received no services from them. I have called and gone online to their web sight many times and can never talk to anyone about this problem. Their automated system just takes me in circles asking for a account number which I do not and never had.
I need to reach someone at this company AND RESOLOVE THIS PROBLEM.
I thankyou in advance for any help you can give me

***** *******
************
Business Response
Date: 08/27/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R) IdentityWorksSM. Experian IdentityWorksSM prides itself on providing an excellent customer experience and vigilantly strives to provide the highest standards of customer care and satisfaction.

Per your request, your paid benefits will cease, effective August 27, 2025. You will continue to have access to your Experian(R) credit report and FICO(R) Score daily, at no charge to you. As a courtesy, we issued a refund of $21.19 on August 27, 2025. Please allow 3 - 5 business days for these funds to process in your credit card account.

We appreciate the time you took to send us your comments and suggestions. We value the input from our customers and assure you that we will give serious consideration to the issues you presented to us. It is through information provided by customers like you that we can improve our products and memberships.
Customer Answer
Date: 08/27/2025

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:08/20/2025
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 cannot login my Experian Account anymore because I know that it has been Hacked by someone and now Experian is not answering their phone I only get a Recording asking me what do I need and saying that I see that you are having issues with our login portal and when I Text them no response.
Customer Answer
Date: 08/20/2025
My Experian Account has been Hacked and I no longer login my Account and cannot talk to a Live Customer ********************** Operator. And when I send Text Messages no response. I need to get in my Account to Close it. That's my issue that I have
Business Response
Date: 08/27/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R). If you believe that your profile credentials have been changed by an unauthorized third party, you may request that the existing member profile be deleted from our website. Once completed, you would then be able to create a new profile and reauthenticate your identity. To begin this process, we will need additional information. Please provide us with all of the following, along with a description of your request

Copy of your Social Security card
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 (Ref# *********)

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

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.
Initial Complaint
Date:08/14/2025
Type:Order 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 name is ******** ******. DOB: ********. SSN: 3031. I attempted to log into my experian membership on 8/14/2025. I got a message saying I have to pay in order to login. I dont want to pay. It does not provide an option to cancel. I called the *** and said membership cancellation. The *** erroneously said you currently dont have a membership. This is false and Im attaching a screenshot hereto to show proof its asking to pay in order to continue and doesnt provide an option to cancel on my own. The *** goes in circles and doesnt help. In addition, I have a second complaint about Experians excessive hold times. Its too difficult to get to an agent. Please cancel my premium membership forthwith; I refuse to pay. This is not a request for a copy of my credit report and this is not a request to dispute. Do not send me a copy of my credit report. Do not file a dispute.
Customer Answer
Date: 08/15/2025
I give permission to send
Business Response
Date: 08/20/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R)CreditWorksSM. Our records indicate that you enrolled with CreditWorksSM on June 27, 2025, followed by a request to cancel the membership on August 14, 2025. Customer satisfaction is our priority. As a courtesy, we issued a refund of $27.05 on August 20, 2025. Please allow 3 - 5 business days for these funds to process in your credit card account. At this time, we would like to express our regret that your experience with Experian may not have met your expectations or our standard of excellence. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectations.
Customer Answer
Date: 08/21/2025

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:08/13/2025
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.
The company's name is Experian. i have tried multiple times to get in contact with Experians customer ********************** (actualy person). i was charged for thier premium plan when it said i would be charged 0 dollors since im not paying for the plan. but they charged me anyways. i need them to call me to discuss this issue. i need reimbursement for thier false advertisement and i want to make a complaint about the customer ********************** number in general.
Customer Answer
Date: 08/17/2025
As i previously stated the company is Experian. Experian is the main credit report company. i was charged for thier premium plan when it said i would be charged 0 dollors since im not paying for the plan. but they charged me anyways. i need them to call me to discuss this issue. i need reimbursement for thier false advertisement and i want to make a complaint about the customer ********************** number in general. i am unable to get a actual person on the phone to dispute the charge. on there site they said they will charge me 0 for the credit report and recently found out that they charged me ***** for thier premium plan that i did not authorize and thats unacceptable. i would like to be reimbursed.
Business Response
Date: 09/03/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM.

Our records indicate that you enrolled with CreditWorksSM Premium on August 2, 2025, followed by a request to cancel the membership on August 13, 2025. The membership was not cancelled; consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee on August 12, 2025. Per your request, your paid benefits will cease, effective September 9, 2025. You will continue to have access to your Experian(R) credit report and FICO(R) Score once every 30 days, at no charge to you.

Customer satisfaction is our priority. As a courtesy, we issued a refund of $24.99 on September 3, 2025. Please allow 3 - 5 business days for these funds to process in your credit card account.

At this time, we would like to express our regret that your experience with Experian may not have met your expectations or our standard of excellence. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectations.
Customer Answer
Date: 09/03/2025

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:08/13/2025
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.
Hi So I been trying to login to my Experian credit report for 5 years literately the email on the account is old I don't have access to it any longer when I lost my phone that was IT I couldn't login to that yahoo account any more on my laptop or on any other device which is the login on my credit report I tried password login reset they send codes and passwords to that old email that old on my account CANT LOGIN CANT SPEAK TO A LIVE AGENT ORDERED A CREDIT REPORT IT CAME TO MY EXS HOUSE CREDIT FILE EXPOSED HE OPENED IT THINKING IT WAS HIS CANT UPDATE NOTHING CANT DISPUTE ANYTHING AND ALL THIS IS HOLD ME BACK FROM BUYING A HOUSE I WANT TO SUE THEM FOR THIS I HAVE A RIGHT TO CORRECT INACCURCIES ON MY REPORT BUT CANT AND ITS BEEN FAR TO LONG IM SICK AND TIRED OF THIS BLOCK
Customer Answer
Date: 08/13/2025
I NEED THIS TO BE REMOVED FROM MY CREDIT REPORT ASAP ITS NOT MINE OR ITS BEEN SITTIN THERE TO LONG
Business Response
Date: 08/28/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R).Experian(R) prides itself on providing an excellent customer experience and vigilantly strives to provide the highest standards of customer care and satisfaction.

We will need verification documentation from you sent to Experian Consumer Affairs fax ************, by mail to *********************************, or you may upload at ************************************************************************;
Please refer to case 165509797. Once we receive your documents you will be contacted by phone to continue the process of assisting you with logging into your membership successfully. The documents needed will be:

Copy of a current utility bill
Copy of your social security card
Copy of your state issued ID card or drivers license
?
First, if you think you might be a victim of identity theft, you can place a free fraud alert or security
Or you may upload them at ************************************************************************;

Thank you for choosing Experian(R).
Customer Answer
Date: 08/28/2025
what any of this have to do with my login and them not answering the phone ever.
Business Response
Date: 09/01/2025
Thank you for bringing your concerns to our attention regarding Experian(R). We appreciate your feedback and have noted your concerns. To begin this process, we will need additional information. Once we receive the requested information, we can escalate your concerns for further assistance.

We will need verification documentation from you sent to Experian Consumer Affairs fax ************, by mail to ECA, ****************************, or you may upload at ************************************************************************;
Please refer to case 165509797. Once we receive your documents you will be contacted by phone to continue the process of assisting you with logging into your membership successfully. The documents needed will be:
Copy of a current utility bill
Copy of your social security card
Copy of your state issued ID card or drivers license

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.

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