Business Profile

Credit Reporting Agencies

Experian Consumer Services

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Reporting Agencies.

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

952 total complaints in the last 3 years.
387 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:12/11/2024
Type:Service or Repair Issues
Status:
UnresolvedMore 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.
see Attached document
Business Response
Date: 12/17/2024
Our office recently received your correspondence regarding the above-mentioned consumers complaint.

We have mailed a current credit report directly to the consumer for review. 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 ****************************************************************************************;

For additional assistance, they may call the toll-free telephone number provided on their personal credit report obtained directly from Experian, or write to Experian at P.O. **************************

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.

Sincerely,

*** *******
Senior Regulatory Affairs Associate
Experian Consumer Affairs
Customer Answer
Date: 12/17/2024
Experian's response does not respond appropriately to the complaint. The problem is NOT a dispute of an item on my credit report. The problem is that I was not allowed reach a human being by any means to resolve an issue with the functionality of their credit boost program, which is not recognizing and not giving me credit for my timely paid bills each month the way it is supposed to. The program still is not working, and I still have no way to address it.
This shows me that they didn't actually read the complaint or else they are pretending not to understand.
Initial Complaint
Date:12/11/2024
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.
There is no number to speak to an agent through Experian regarding my name change documents I mailed 1 month ago. My account has not been updated and I do not have a credit score and have no way of contacting anyone to fix the issue. The number for the business sends you through a loop of self-service and no way to contact a real agent. I need my credit score and name change updated!
Customer Answer
Date: 12/11/2024
I need Experian to update my name change so I can have a credit report as I do not have one.
Initial Complaint
Date:12/11/2024
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 12/09/2024 a charge of $26.94 was placed on my credit card by EXPERIAN. I did NOT authorize or sign up for any program. I have been a member for several years but the program I signed up for has always been free. Please reverse these charges and continue my free membership. I have called the company several times and just get automated responses and never a live person to resolve this matter.
Customer Answer
Date: 12/11/2024
I am requesting BBB to pursue refund on my behalf regarding charges I did NOT authorize with Experian.
Business Response
Date: 12/17/2024
Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM. Our records indicate that you enrolled with CreditWorksSM on November 30, 2024, followed by a request to cancel the membership on December 11, 2024. Customer satisfaction is our priority. As a courtesy, we issued a refund of $26.94 on December *******. 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:12/07/2024
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.
In October I attempted to make an online account with **********************. I found that an account was already created under my name and SSN fraudulently. I have spent the last ~month and a half trying to get this resolved. This is preventing me from opening new credit application, new loans and most importantly refinancing while also allowing someone else to use my name fraudulently. Below is a log of interactions with Experian for case number 123085807 10/25 I called and explained the issue to experian. I was asked to mail or Fax a my a copy of my license, proof of address and a letter with my case number describing what the issue was and how it should be corrected. I faxed the info immediately as I was told it was quicker than mail in. This took a multiple tries because i was given the wrong Fax number the first time.10/31 I called to check on the status if my claim and they told me they received no documents and i should submit them online. This was not given to me an option the first time.11/13 I called to check on the status again and was told the claim was closed (but not resloved). They could not tell me why it was closed.11/19 called again. Case closed again. Was told they needed my SSN card copy which was new information to me. I submitted this online immediately.11/27 called again, no progress made. They escalated the case. Was told 24 hours would be resolved possibly 48 due to holiday.12/7 Was told case was closed. Account already exists and can not create a new one. Informed them that's not what I need and the letter I submitted stated that. Was hung up ***** you can see the staff are not coordinated and all give different information showing they are unorganized. Additionally I have to go through an automated phone system for 10+ minutes everytime to reach a person to help me. Additionally, I have frequently been hung up on and/or transfered to an automated system that hangs up on me. I have called ************************************* the process.
Customer Answer
Date: 12/08/2024
I need the account that exists updated so that I can log in and take control of it. The email address should be changed to my email which is ****************** The phone number associated with the account must also be changed and updated to my phone number which is ************. I will also need to receive some sort of communication from Experian notifying me that this is complete, preferably email or text.
All the requested documents have been submitted to Experian and they have verbally confirmed receipt of the documents so nothing else should be needed from me. All these instructions are included in the documentation I sent them on October 25th and again October 31st.

Thank you
Business Response
Date: 12/17/2024
Thank you for writing and expressing your concern regarding your membership. We have escalated your concerns to our engineers for further assistance. Depending on our findings, we will email you to notify you of the resolution of the problem. We hope this information is helpful when considering this matter.
Customer Answer
Date: 12/17/2024
This issue has already been "escalated" 3 or 4 times now. I have called nearly 20 times and have been told my issue was escalated multiple times before. The last time my issue was supposedly escalated it was closed for the wrong reasons. I was told it was closed because they "cannot create an account as one already exists" which is not what I have been asking for. What I have been asking for is that the exsiting account (which was created fraudulently) be closed/deleted/updated so that I may have access to it. The email needs to be changed to ****************** the phone number needs to be updated to ************ and the savings account associated should be deleted permanently.
I cannot accept this response as I have already been given this response numerous times and they have failed to resolve the issue.
Business Response
Date: 12/23/2024
We appreciate your feedback and have noted your concerns. After conducting an additional review, our decision remains the same.Please refer to our previous response for further explanation. Thank you for your patience in this matter.
Customer Answer
Date: 01/06/2025
I don't understand how this problem still has not been resolved. My case with experian has been "closed" numerous times which means you have gotten around to my case multiple times but are refusing to process the change? You can't even offer an estimated timeline for completion? My entire financial life has been on hold for almost 4 months now because of this and you have zero information to offer? No timeline? No progress report? No information on the process? No typical time this takes to resolve? If this is a common issue then you should have some idea how long it should take to resolve. If it's not a common issue then there cant be that many cases ahewd of me so why is it taking so long to resolve? Also the fact that every time I call, the staff have conflicting answers to my questions shows there is poor training and organization. I have zero faith my issue is actively being worked on and I need some sort of proof that says otherwise. Whether that be a direct contact for a supervisor or higher up or a direct contact staying my issue has been resolved.
Customer Answer
Date: 03/05/2025
This issue was resolved after the use of the BBB, the attorney General and a personal lawyer. I request that a CAR (corrective action report) be created and shared with me so that there is proof this issue won't happen again to myself or other consumers.
Initial Complaint
Date:12/06/2024
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 registered to Experian IdentityWorks on April 22, 2024 with an **** one year free account due to a data breach. Customer #: ******** Membership Expiration: April 23, 2025 Experian still kept charging me $24.99 monthly even thought the account was free. I am looking to get refunded from April 2024 to August 2024 (5 months); for a total of $124.95 ************************** is a predatory company that would start charging you even without notifying you or you agreeing to the charges. I was only aware of the charges when I started double checking my card statements. Email from ****:---------- Forwarded message ---------From: **** Date: Mon, Apr 15, 2024 at 1:32PM Subject: Important Information To: <****************************>**** Security Update Hello, We're contacting you regarding the security of your data. After a thorough assessment, **** has determined that some of your personal information was compromised. To the best of our knowledge, the compromised data does not include personal financial information or call history. What is **** doing to help? **** takes these issues very seriously. We are offering you one year of complimentary credit monitoring, identity theft detection and resolution services, provided by Experians IdentityWorksSM. To get started with IdentityWorksSM, please follow the instructions below and enroll by August 30, 2024. Experian's IdentityWorksSM **** is providing you with an IdentityWorksSM membership at no charge. After you complete registration, youll have increased visibility into potential fraudulent activity. You will also have an insurance policy of up to $1,000,000 in coverage should you experience identity theft and an Identity Restoration team to guide you through the recovery process.
Customer Answer
Date: 12/07/2024
Experian charged me monthly fees after I had cancelled their services and opened a one year free Identity Works account. They charged me $24.99 monthly from April to August.
I need them to refund me my money as I did not authorize them to charge me or open an account that required payment.
Experian opened the account without my permission
Business Response
Date: 12/13/2024
Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM.

Our records indicate that you enrolled with Experian CreditWorksSM on September 21, 2024, followed by a request to cancel the membership on December 6, 2024.

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 issued a refund totaling $74.97 on December 6, 2024, as a courtesy. Please allow 3 - 5 business days for the funds to be processed to the credit card account.

At this time, we would like to express our regret that your experience with Experian CreditWorksSM may not have met your expectations or our standard of excellence. We strive for exceptional customer satisfaction and hope we have addressed your concerns and expectations.
Customer Answer
Date: 12/16/2024

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:12/06/2024
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 name is ****** ******. I called experian on Dec 5, 2024, around 4:28 pm PDT. I asked the auto attendant to transfer me to membership. The auto attendant understood my request and said it would transfer me. Before transferring it asked if I would like English or Spanish. I said English twice, however, the auto attendant did not understand when I responded English and subsequently disconnected the call on me. The auto attendant deliberately and willfully disconnected the phone. Under no circumstance should the *** disconnect on a consumer. This was egregious. This is NOT a credit dispute request. This is NOT a request for a copy of my personal credit report. I called to downgrade my membership because I refuse to pay experian any money because they have poor customer **********************. I seek to hold experian accountable to correct their ***.
Customer Answer
Date: 12/06/2024
There is no third-party. I authorize BBB to send my complaint to experian.
Business Response
Date: 12/13/2024
Thank you for writing and expressing your concern regarding your Experian(R) membership. Our representative left a voicemail requesting to reach you at 11:25 AM CT on December *******. 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: 12/18/2024
I am rejecting Experians response. They did not acknowledge the *** problem. Experian, will you correct the ***? Will you prevent the auto attendant from deliberately disconnecting the call on consumers?
Business Response
Date: 12/23/2024
Thank you for bringing your concerns regarding Experian(R) CreditWorksSM to our attention. We appreciate your feedback and have noted your concerns. You can reach out to us several ways besides phone or mail. You can email our customer ********************** at ******************************************* Thank you for being so understanding in this matter.
Initial Complaint
Date:12/05/2024
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.
I have an Experian membership that provides credit monitoring, *** offender locations, and a credit lock to my Experian credit report. About two weeks ago, around November 22, 2024, I had to change my cell phone number because my phone number appeared on the dark web, and I started receiving too many spam and scam texts and phone calls. To log into my Experian membership account, there is a two-step verification process that will send a text or phone call to the phone number associated with the membership. I cant log in because I can no longer access the old phone number. I cant update my profile to add my new phone number because every time I call all the different numbers associated with Experian, the service wont move beyond the two-step verification. When I call Experians number, the automated system will not assist me without that verification. The automated system will not connect to a live agent and eventually hang up on me. I have been trying to speak to a live agent, send emails, and even request assistance from Experians ******** page. There doesnt seem to be a process for membership holders who no longer have access to the phone number associated with the membership, and there are no paths that lead to a live agent who can assist with this problem. Its a virtual roundabout. I want Experian membership to update my account number, which is *****************, remove the ************ phone number from my profile, and update the phone number to my new number, ************ so that I can access my membership account.
Customer Answer
Date: 12/05/2024
Please delete my complaint. I was able to successfully resolve the problem I had with this company this morning.
Initial Complaint
Date:12/04/2024
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.
Dear Experian Team,I am writing to request an update to my email address associated with my credit report. I would like to update my email address to *********************.Unfortunately, I no longer have access to the old email address registered in my file and cannot recall it. To verify my identity, I have attached a copy of my government-issued ID and Social Security card.Please update my email address to ********************* as soon as possible. I appreciate your prompt attention to this matter, and I look forward to confirming the update.Thank you for your time and assistance.Sincerely,***** K. *****
Customer Answer
Date: 12/05/2024
I am writing to formally submit a complaint to the Better Business Bureau (BBB) regarding a concern I have with Experian, a credit reporting agency. The issue at hand pertains to the difficulties I face in resetting my login credentials due to no longer having access to my old email address.

Issue Description
The problem arises when I attempt to reset my login credentials through **********'s online portal. The system prompts me to verify my email address, which I can no longer access. This creates a significant obstacle for me, as I am unable to access my account without resolving this issue.

Request for Assistance
I respectfully request that the BBB assist me in getting in touch with Experians customer support team to resolve this matter. I would appreciate it if they could provide an alternative method for verifying my identity and resetting my login credentials.

Desired Resolution
Ideally, I would like Experian to offer a convenient and secure solution to reset my login credentials without requiring access to my old email address. I believe this is a reasonable request, and I hope that the BBB's involvement can help facilitate a resolution.

Thank you for your attention to this matter. I look forward to hearing from Experian and finding a solution to this issue.

Sincerely,

***** *****
Business Response
Date: 12/19/2024
Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative left a voicemail requesting to reach you at 9:15 AM CT on December 19, 2024. 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:12/04/2024
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.
Im very frustrated. I had an ************************** account and Im trying to sign in and it wants to send a code to a phone number I no longer have. I try to sign in and after so many attempts it tells me to call customer ********************** so I do! When that happens theres just a automated person talking telling me I can only talk to a live person in limited circumstances.
Customer Answer
Date: 12/04/2024
I confirm it was me.
Business Response
Date: 12/17/2024
Thank you for contacting us regarding creating a membership on our Experian(R) website. Our records indicate that you do not have an active membership. To enroll, please visit **************************** and create a new membership.
Customer Answer
Date: 12/17/2024
I do have an account. When I sign in it wants to send a code to my phone *************) but the code never comes. Its as if my accounts or merged or something. I literally signed into the Experian app a month or two ago so I do have an account.
Business Response
Date: 12/23/2024
We appreciate your feedback and have noted your concerns. After conducting an additional review, our decision remains the same. Please refer to our previous response for further explanation. Thank you for your patience in this matter.
Initial Complaint
Date:12/03/2024
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 to apply for a new credit card. The website states my password is incorrect. I try to reset my password and it never sends me the six digit code to verify my identify.I have no idea what phone number Experian has on file either as it tells me my number is wrong. I called your automated system as well and can't speak to a human being. It keeps looping me to enter a PIN (which I have entered) then tells me I have to do something via regular mail or the website. I can't login to the website. It says my password is wrong and won't let me reset it.I need assistance ****.
Customer Answer
Date: 12/04/2024
I am trying to apply for a new credit card. My credit file is frozen with Experian. I tried to login to the Experian website to ******** it and it will not let me. It keeps stating my password is wrong. I have tried to reset my password and I never receive the email or SMS codes that their website states it has sent.
I called their toll free number and there is literally NO way to speak with a customer ********************** associate. I need assistance in ********** my credit so I can apply for a new credit card.
I'm not sure what additional clarification is needed here. I am trying to UNFREEZE my credit with Experian and they are making it virtually impossible and even more impossible to SPEAK with someone who maybe at best can at least assist with me getting a password reset accomplished.
Does this answer your question for clarification??
Business Response
Date: 12/13/2024
Thank you for bringing your concerns to our attention regarding Experian(R). We appreciate your feedback and have noted your concerns. There is no Experian membership for you showing on our **************************** website. We recently updated our processes for administering security freezes. To add or remove a security freeze online, a consumer must visit *********************************************************************; Existing Experian members will 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(R) 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. If consumers cannot or choose not to access our online services, they can contact us by phone *************) or mail (ECA, ****************************).

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Customer Answer

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Customer Answer

Business Response

Experian Consumer Services is NOT a BBB Accredited Business.