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

952 total complaints in the last 3 years.
384 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:11/23/2024
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 have been trying to update my **** phone number on my account for weeks and I cant do it for whatever reason! I cant use my debit card because I cant make a pin. This is ridiculous and someone needs to contact me asap and update my phone number
Customer Answer
Date: 11/23/2024
I confirm I am the one who made the complaint because I need them to update my phone number on my Experian account! I cant do a **** thing until they change the number to **********
Business Response
Date: 12/03/2024
Thank you for writing and expressing your concern regarding your membership with CreditWorksSM. Our records indicate you were able to successfully able to login on December 1, 2024. If you are still experiencing this issue, please reach back out to us. Thank you for your patience in this matter.
Initial Complaint
Date:11/22/2024
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.
Membership ID # ************************************* is refusing to cancel/delete my membership/account with them. I have requested multiple times to delete/cancel/deactivate that membership account and they have refused.
Customer Answer
Date: 11/23/2024
EXPERIAN is refusing to cancel my membership account with them. I have requested to have my membership deleted/ canceled multiple times and submitted all required documentation to them by they continue to refuse deletion/ cancelation of my membership account. I am requesting that they cancel that membership. It is really that simple. Thanks.
Business Response
Date: 12/03/2024
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 purposes 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 (6) years.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 from our active database.

Thank you for your understanding in this matter.
Customer Answer
Date: 12/05/2024
experian has zero obligation to keep any of my information. This has nothing to do with the ****. EXPERIAN did not cancel my membership. EXPERIAN still has my credit card information and phone number, SSN and DOB. Again, this issue has nothing to do with information on my credit report. This is strictly about a membership account with experience that I want to cancel and I want to exercise my right to delete granted under California privacy law to have my personal information removed and the membership canceled.
Initial Complaint
Date:11/22/2024
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.
Experian Credit Bureau I had a premium subscription with Experian that I canceled on June 30, 2024. Experian has continued charging me and debiting my bank account every month since then. I have double checked to make sure that I had canceled the subscription (I did), and I have tried contacting them directly to dispute the charges and receive a refund for all the months they have been charging me, but I cannot get a live person on the phone, and the automated service does not lead you to a live person, and hangs up on you. From what I have gathered, they're charging me for a subscription that I do not have, and that is theft. It's not an amount that would lead to a lawsuit, but Experian needs to be held accountable.
Business Response
Date: 12/02/2024
Thank you for expressing your concerns regarding CreditWorksSM Basic.

After doing a detailed search with the information you provided, we could not locate an account in our system that belongs to you. To better assist us in locating an account, we require additional information. We would appreciate if you could 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 significant to us and we look forward to hearing from you with the information requested above.
Please note that several websites offer similar products, and in many cases, customers discover,after reviewing their billing statement or the website where they enrolled,that a different company offers the product.

Thank you for your understanding and cooperation.
Initial Complaint
Date:11/21/2024
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.
Experian is required by law to provide a free credit report if I request one. In order to do this need to create an account. Unfortunately their website is broken and says "Oops, we're sorry!We are experiencing technical difficulties. We have been notified and will actively work on fixing the issue. Please try again later." every time I try to create or log in to my account. I also need an account to manage my freezes which is also required by law. As far as I can tell it is impossible to get a human on the phone when I call them at any of their numbers. The automated system simply redirects me to the website. I would like to know how I can reach a human at Experian that can help me with my account problem.
Customer Answer
Date: 11/22/2024
I am trying to set up an account with ********************** so that I can access my credit report and freeze and unfreeze my credit report as needed. However I am not able to log in or create an account. When I try to create an account the standard way, I reach the part where the website should send me a code by text for two-factor authentication. However I never receive the text even though my phone number is correct. When I attempt to recover my username by providing a date of birth and social security number the website says "Sorry, but that didn't match up. Please try again." even though my date of birth and social security number are correct. When I try to sign in with ****** I get a message that says "Something went wrong. Please sign in using your existing Experian username and password." Sometimes I get a messages that says ""Oops, we're sorry! We are experiencing technical difficulties. We have been notified and will actively work on fixing the issue. Please try again later." I called Experian at ************** and at ************ but I reach an automated voice system that redirects me to the website and the website does not have any information about how to solve this problem. I had the same problems when I tried this several months before. I need to speak with a human at Experian that can fix this problem. If I can't create an account then I can't view my credit report and I can't unfreeze my credit report so that I an apply for credit cards, etc. Thank you for your understanding.
Business Response
Date: 12/03/2024
Thank you for writing and expressing your concern regarding your Experian(R) membership. Our representative left a voicemail requesting to reach you at 4:00 PM CT on December 3, 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.
Customer Answer
Date: 12/06/2024
I did receive a voicemail on December 3. The voicemail directed me to call a phone number to speak with a representative. I called the number and was able to speak with a human representative. The representative told me that I had a "profile" but I had not converted my profile into an "account". The agent said that I could not convert my profile into an account because my account was frozen. The agent said she would unfreeze my account and then I could log in. However, several hours later, I am still not able to log in. I will call the phone number again tomorrow but as of now the problem is still not resolved.
Business Response
Date: 12/13/2024
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 10, 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 to your expectations.
Initial Complaint
Date:11/21/2024
Type:Customer Service 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.
When attempting to create an account on ************************, the registration will not complete. A phone number is provided for assistance. The phone number leads to an automated phone system which directs me to the website for assistance and will not transfer me to an actual person. The website says to call support which leads to an endless loop. I am unable to create my account. Online account creation is helpful in placing and removing freezes on my credit report which I have been unable to do through experian's website.
Customer Answer
Date: 11/22/2024
Hi ******,
I confirm that I authorized the submission of this complaint and that I am requesting assistance from BBB.
I have attempted to use Experian's website and Experian's phone system to complete my web account. The account creation provides an error stating my identity can not be verified and I need to call Experian's help phone number. The help phone number says I need to use the website and does not provide a way to either complete my website account verification or talk to a human being to verify my account. This is preventing me from freezing my credit through Experian's website or removing the freeze through Experian's website. I am following the best practices outlined at *************************************************

I request contact from Experian to identify and resolve the issue with my website account verification.
Business Response
Date: 12/03/2024
Thank you for writing and expressing your concern regarding your Experian(R) membership. Our representative attempted to verify your information to help you enroll at 5:25 PM CT on December 3, 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.
Customer Answer
Date: 12/06/2024
I received a call from an ************ number at 18:21 EST on December 3, 2024. The caller immediately asked for my social security number. I declined to provide this information incompliance with the "11 Ways to Protect Yourself From Identity Theft" Blog found on Experian's website (****************************************************************************************************************). Of relevance is bullet 6 which states "No reputable organization will contact you by phone and request personal data."

The caller stated that since they were calling from ************ they must be calling from Experian. If they were calling from Experian, they must not be informed of phone number spoofing nor the *** best practices for protecting yourself from Identity theft (****************************).
When I asked how I could verify they were calling from Experian, which is consistent with the best practices outlined in both the Experian and *** websites linked above, the caller indicated there was no way for me to verify with Experian and reach them again. They advised me I could verify my identity through the Experian website or by calling Experian. As I have been unable to verify my identity through the Experian Website nor by calling the Experian phone number (which tells me to use the website) I am in the same situation that has caused this BBB case to be open in the first place.

Additionally, I asked if I could verify my identity via the mail or any other means to complete the website sign up process and was told that was not possible.

If this call was from Experian, it is unfathomable they do not have a procedure for dealing with cases such as mine which are not in direct contractioin to their own recommendations for preventing Identity Theft. The phone call I received on December 3rd, 2024 would be a shining example of how criminals are able to steal identities.
Business Response
Date: 12/13/2024
Thank you for writing and expressing your concern regarding your Experian(R)membership. Our representative has emailed you to request the nearest time to call you back, or you can call her at the phone number provided in the email.We apologize for any inconvenience this may have caused you and look forward to further assisting you.
Customer Answer
Date: 12/18/2024
Sent an email to ******** **** Tue, Dec 17, 9:13?AM ET requesting "[their] availability for me to call them at 11AM CT or 1PM CT today (Dec 17, 2024)?"
No Response

Called provided number at Wed, Dec 18, 9:08 AM ET. No one picked up. I left a voice mail.

Customer Answer
Date: 03/06/2025
No the issue has not been resolved. I was unable to reach the Experian representative over the phone nor did they respond to my emails.
Initial Complaint
Date:11/21/2024
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.
Experian credit reporting is utterly incompetent. They somehow collect information about me and it is at times necessary to unfreeze a credit report they have about me to do necessary things like rent an apartment. But when I try to do that, it is always virtually impossible. They hold me hostage without my consent. The other two credit reporting agencies Tansunion and ******* handle this well, it took me about 2 minutes to unfreeze my report with each of them. EXPERIAN always fails!!!! Companies that hold power over people for important things like credit should be dismantled if they cannot function appropriately. EXPERIAN should be fined, dismantled, or eliminated as they are incompetent and cause people problems with important pieces of their lives.
Customer Answer
Date: 11/21/2024
Experian credit reporting is utterly incompetent. They somehow collect information about me and it is at times necessary to unfreeze a credit report they have about me to do necessary things like rent an apartment. But when I try to do that, it is always virtually impossible. They hold me hostage without my consent. The other two credit reporting agencies Tansunion and ******* handle this well, it took me about 2 minutes to unfreeze my report with each of them. EXPERIAN always fails!!!! Companies that hold power over people for important things like credit should be dismantled if they cannot function appropriately. EXPERIAN should be fined, dismantled, or eliminated as they are incompetent and cause people problems with important pieces of their lives.
Business Response
Date: 12/02/2024
Thank you for expressing your concerns regarding Experian(R).

We appreciate your feedback and have noted your concerns. After conducting a detailed search of our database, we cannot locate a membership or a credit file for you using the information provided.

If you require assistance obtaining a membership with us, please reply with your membership ID number or a phone number where you may be reached, and we will be happy to help.

If consumers cannot or choose not to access our online services to add or remove a freeze, they can contact us by phone *************)or mail (ECA, ****************************).

Thank you for your understanding and cooperation.
Initial Complaint
Date:11/21/2024
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 am very mad. I have been trying for 3 months to get into my account. I put correct information in for email and password and it does nothing. I have it send a code and never get anything... i cant ever get in touch with someone when i call. I havent been able to use this membership at all. I want it cancelled and my money back..
Customer Answer
Date: 11/21/2024
Yes i did submit this.
Business Response
Date: 11/27/2024
Thank you for informing us of your recent experience with Experian Premium. Experian Premium prides itself on providing an excellent customer experience and vigilantly strives to provide the highest customer care and satisfaction standards. We show that the issue appears resolved, and you were able to log in. As a courtesy, we issued a refund totaling $29.99 on November 27, 2024. 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 area of concern to your expectations.
Initial Complaint
Date:11/21/2024
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.
I called experian on November. 20, 2024, on or around 7:50 pm PDT. I asked the automated system to transfer to membership. I gave the *** my information. When I asked for membership, the auto attendant said I can only transfer under limited circumstances. The auto attendant refused to transfer to the membership department and then disconnected the call. I called experian on a business day during Experians membership hours of operation. Experian is prohibiting consumers from speaking to the membership department. This is egregious. How do I get to a membership agent? This is NOT a dispute request. Do NOT send me a copy of my credit report. Please correct your automated system forthwith. I seek to hold experian accountable.
Customer Answer
Date: 11/22/2024
I wrote this complaint. There is no third-party involved. Please send to the other side forthwith.
Business Response
Date: 12/10/2024
Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative left a voicemail requesting to reach you at 2:05 PM on December 10, 2024. 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:11/20/2024
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.
My credit report from Experian, it shows I have "0" credit and nothing on file until today, they show one account. I have reached out many times and can not speak to a person for help. I sent a message on ******** and got instructions on how to speak to a person. It does not work, it just hangs up on you. I had a credit score with Experian of 663 in January of 2024 (I have a screen shot) but now everything (except the one account that just got put in) is gone and they will not help resolve this issue. None of my files are there, no accounts, but in January they were there. They will not speak to me nor with they help me resolve this. I am trying to purchase the home we are renting and if I can not get the resolved, I will loose my place to live and with no credit with them, I may not be able to find another place to rent or buy (everyone looks at all three reports usually). This is causing a lot of anxiety and concern that no one from his company will help me. Also, their communication is thru ********. They are a big company and they have people's financial lives in their hands and they act like it is no big deal. I am seeking help resolving this issue quickly so I can try to purchase the home I live in. I have worked hard to improve my score, but they are doing nothing to help resolve this issue. Also, I do pay for their membership, $24.99 per month and they should reimburse me if they are not helping me. I'm basically paying for nothing.
Business Response
Date: 12/13/2024
Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM. We show that the issue was resolved on December 13, 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 to your expectations.
Initial Complaint
Date:11/20/2024
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.
My identity has been stolen. Yesterday in the mail I received 2 new debit cards for checking accounts that had been opened using my name and SSN that I did not open. When canceling the debit cards we were told to contact all 3 credit bureaus. I have successfully reached the other 2 but when contacting Experian my username has been changed by the individuals who have stolen my identity. Experian has NO WAY to reset your username when it is being routed to the wrong individual. I have called the corporate office several times and explained the situation - each time I am routed to an automated service help line. There is literally NO option to speak to an individual specialist who can reset my account username. Several times the line sent a password reset - so the thieves who have access to my account are effectively getting alerts from Experian to update their password to further access my account. I need immediate resolution. I need to speak to a manager who can reset my username so I can access MY account. We can tell that the thieves used Experian to pull my credit twice when opening the bogus accounts. ********************** needs to help give my account back to me immediately by allowing me to speak to someone who can help reset my username ASAP.
Business Response
Date: 12/17/2024
Thank you for writing and expressing your concern regarding your membership with CreditWorksSM. Our records indicate you were able to successfully able to login on December 13, 2024. If you are still experiencing this issue, please reach back out to us. Thank you for your patience in this matter.

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Experian Consumer Services is NOT a BBB Accredited Business.