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

• 

  FreeCreditReport.com

  PO Box 91119 Seattle, WA 98111

• 

  Experian Consumer Services

  2544 Ashbrooke Dr Lexington, KY 40513-1431

• 

  Experian Consumer Services

  PO Box 1829 Agoura Hills, CA 91376-1829

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:11/19/2024

  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 am completely locked out of my account with no option for recovering it because i have tried calling them because i have an old phone number and email on the account and it keeps sending the one time passcode to the old phone number, and when i finally got ahold of someone, she told me to say membership to get connected to somebody since that's the only way to get ahold of them, well I did that and they said because we value your privacy you must verify your identity it then prompts me to enter my entire SSN and DOB which i do, which that in and of itself should be enough to verify my identity by my SSN AND DOB but no then it asks me to send a OTP to the registered phone number (the old one) and says press 2 for an alternative, when u ask for an alternative it says sorry we cannot verify your identity at this time please call and try us again later and then hangs up the call on you, no other way to contact them and the only way to contact these people is if you can verify your identity with a one time passcode, but I'm trying to get my registered number changed on the account but have no way of going about it because it won't let me proceed since I can't verify the code with my old phone number that I don't have anymore. You would think that your SSN and DOB would be enough to verify to them who I am

  Customer Answer

  Date: 11/19/2024

  I have been locked out for several months and now even the bbb is saying they have to make sure I own it? I do own the account and doesnt look like Ill ever get into it again 

  Business Response

  Date: 12/06/2024

  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 November 19, 2024. If you are still experiencing this issue, please reach back out to us. Thank you for being so patient in this matter.

  Customer Answer

  Date: 12/06/2024

  I don't know where u got that information from because they could never verify my identity to be able to log in, this is ridiculous considering all i need to do is to update my phone number and nobody i can reach to help with that unless they send me a code to the old phone number, if someone indeed logged in on 11/19/24 it wasn't me but I don't believe that's true, I was not able to log in, please have someone reach out to me at the number provided in the complaint to have someone update my number in their system, your system is what is broken my SSN and DOB should be enough to verify that I am me i shouldn't have to get a code sent to a number that i don't own anymore and then not have any other options other than basically saying im screwed, your company is deplorable just call me at the number provided and or update the number on the account because this is getting ridiculous

  Business Response

  Date: 12/12/2024

  Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM Basic.

  Our records indicate our representative contacted you on December 12, 2024, and assisted with your concerns. After performing verification, our representative updated your phone number, email address, and username and assisted with resetting your password. You then successfully accessed your membership.
  

  Thank you for informing us of your recent experience with Experian.  Experian prides itself on providing an excellent customer experience, and vigilantly strives to provide the highest standards of customer care and satisfaction. 
  
  Let us assure you, your experience is not in accordance with our policies. We will take the appropriate steps to prevent a reoccurrence of events.
  
  We appreciate the time you took to send us your comments and suggestions.  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 like you that we are able to improve our products and memberships.
  
  We hope the above information is helpful to you in considering this matter.

• Initial Complaint

  Date:11/18/2024

  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 froze my credit over the automated phone line for Experian. I have attempted to unfreeze my credit but am unable to do so because Experian requires a pin to unfreeze my ********************** that I was never sent. I was then directed to create an account online to have a new pin sent. I created my account through ************************** but am unable to log in. Every time I try to log in I receive this notice: "Oops, we're sorry! Experian is committed to protecting your personal information. We utilize a thorough identity verification system because your security is important to us. Unfortunately, we have not been able to properly identify you from the information you provided. Please note that your order has been ************* us toll-free at **************."This issue has been ongoing for months with no resolution from Experian. I have attempted to call the customer ********************** line provided and numerous other customer ********************** numbers but have been refused contact with a representative or technical support.Because there is no way for me to access my online account or receive support from a representative, I cannot unfreeze my credit online or receive a new pin to unfreeze my ********************** over the phone. Due to this, I am now no longer able to apply for credit cards, loans, etc. This has significant negative effects and is detrimental to my financial well-being.

  Business Response

  Date: 11/22/2024

  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, ****************************).

• Initial Complaint

  Date:11/18/2024

  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.

  ISSUE: credit report shows locked when it was not locked. No customer ********************** available.On November 18, 2024, I attempted to change a phone service, which requires a credit check. I have an Experian account, and have verified it is unlocked, and that it had been unlocked since last year when I removed a credit lock. The phone company agent reported that the credit check showed the Experian account as locked. They say they will continue to try to check during the day, but as of now the process is frozen.I called the phone number shown in my Experian account:************ and also Experian's general customer support number:************ Both of these numbers lead to a robot phone tree. There is no option to connect to a live agent. When the robot does not hear an input that corresponds to a narrow range of possibilities, it expresses impatience and hangs up on the caller. Consequence: I am unable to transfer my phone service. I am unable to resolve the "false lock" on my account. This will have extreme negative financial consequences in the longer term if not resolved and may make it necessary to take more extreme action. This has also resulted in the loss of approximately 1 hour of time which has resulted in financial loss for me.Resolution: The ability to contact a support agent with the ability to troubleshoot the 'false lock' problem would resolve the issue.

  Customer Answer

  Date: 11/18/2024

  I CONFIRM that I have authored the attached complaint regarding Experian and that it is factual, and that I am requesting BBB intervene to assist.

  My personal issue is that I am unable to make a financial transaction because of an error in Experian's process and I am unable to report or resolve this issue through any mechanism that Experian offers, be it phone, email, or chat.  My personal issue will be resolved by a call from an Experian live agent capable of troubleshooting the problem.

  In the larger sense of concern to BBB and consumers generally:  I am not a voluntary participant in Experian's services, and neither are the vast majority of the people whose credit reports Experian tracks.  Yet, Experian and its competitors have considerable control over our financial lives. Errors on the part of Experian can have drastic consequences on people who may not wish to have anything to do with Experian. Experian has, or should have, a duty to ensure that its services are available, complete, and accurate. Part of that is ensuring that problems can be reported and resolved. As my complaint documents, Experian has closed all doors to live support, and its automated support covers only a limited number of scenarios. Hence a person harmed by a mistake by Experian has no recourse aside from retaining an attorney and filing a lawsuit, with no reasonable assurance that such a suit would be successful. BBB intervention in this case may get the attention of the company and failing that, regulators. I ask BBB to escalate this issue appropriately.
  

  Business Response

  Date: 11/25/2024

  Please accept our apology for any difficulty you may have encountered while attempting to resolve this issue with Experian. Your personal credit report currently does not display a security freeze as of August 11, 2023. Also, your credit report does not display a credit lock. A security freeze on your credit report prohibits us from releasing any information in your credit reports without your express authorization.  A security freeze is designed to prevent credit, loans, and services from being approved in your name without your consent. There is no fee for placing or removing a security freeze on a credit report. In contrast, CreditLock is a benefit of paid Experian memberships.  It is an easy-to-use customer-initiated lock of an ******************************************************************** that blocks inquiries which would result in the extension of credit, and inquiries that would result in the opening of new bank or utility accounts. Customers can use ************************** in their member center securely online or via mobile app, or by contacting a ************* Representative. When you lock your report with CreditLock,you will receive an alert notification when we detect activity on your locked report, such as attempted inquiries to open new lines of credit. Our records indicate that you are currently enrolled in a complimentary membership with Experian Creditworks Basic. Your concerns are very important to us.  Our representative attempted to contact you on November 25, 2024, in response to your BBB complaint, but was unable to reach you. At your earliest convenience, you may contact our representative.

• Initial Complaint

  Date:11/18/2024

  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.

  Experian has an issue with their website. I have an account and solid proof of that. There was an error with the registration for my account which already exists. The prompt says for me to call them and that they will help me. They are unreachable and now they have my social security number and all my my credit information and I am unable to access my existing account due to their error. They refuse to acknowledge me. I will not stop try to gain access to my personal information.

  Customer Answer

  Date: 11/18/2024

  I authorize the BBB to assist me and take on my case with Experian!

  Business Response

  Date: 11/20/2024

  Thank you for writing and expressing your concern regarding your membership with CreditWorksSM. We appreciate the time you took to send us your comments and suggestions.  We value the input from our customers and assure you we will give serious consideration to the issues you presented to us.  We can improve our products and memberships through information provided by customers like you. Our records indicate you successfully logged in on November 18, 2024.If you are still experiencing this issue, please contact us. Thank you for your patience in this matter. 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: 11/20/2024

  I did not log in as I am unable to do so, due to an issue with the registration issue on their end of things. I have never logged in to the website because of their error. They are lying and my information is not unsafe. I want to talk to a human being and I want an apology for these lies and for refusing to keep my identity safe

  Business Response

  Date: 11/26/2024

  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: 11/26/2024

  They are lying. I have printed proof from them that I have an account. They sent me a letter in august

• Initial Complaint

  Date:11/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Experian account was hacked. I provided all documentation to Experian over a week ago to prove my identity. Im not getting any answers on whats going on with my credit report. Im getting transferred department to department and Im not getting any closure as to when Im able to create a new account. Im in the process of trying to buy a house and this is holding me up and is very stressful.

  Customer Answer

  Date: 11/17/2024

  I want to be able to have a new account created so I can move forward with purchasing a home. I have provided Experian with all documentation to do so on 11/8/24. I still have not had any confirmation or information as to when I am able to do so. Its very frustrating as I have done everything that had asked me to, to create a new account. 

  Business Response

  Date: 12/02/2024

  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 contact you for additional information or notify you upon resolution of the problem. We hope this information is helpful when considering this matter.  

  Customer Answer

  Date: 12/02/2024

  
  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:11/14/2024

  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.

  Unable to log into existing account Unable to create a new account Continually get error messages when trying to log in to my account Unable to contact anyone to assist me Their phone number takes me to an automated answering system that does not help me Cannot talk to a human on the phone, only their automated system This is one of the three major credit reporting agencies in the ** and I am unable to manage my account I am not the only person having these same issues. A quick online search will show that this is a huge, ongoing problem without a solution.

  Customer Answer

  Date: 11/14/2024

  I cannot talk to a human at Experian that can help me log into my account. Their automated system is no help to me. I am unable to manage my account. 

  Business Response

  Date: 11/18/2024

  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, ****************************).

  Customer Answer

  Date: 11/19/2024

  
  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:11/14/2024

  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.

  Continue to receive following error message - "Your account has been locked due to too many failed attempts. Please call us at ************** to unlock your account." All ********************** phone numbers route to the same message. All instructions ultimately circle back to the same error message above. Unable to unfreeze my credit rating, ultimately impacting both me and my business, causing personal and business disruption.

  Customer Answer

  Date: 11/14/2024

  I confirm I am authorizing BBB to assist with and submit this complaint to Experian on my behalf.  I my below "Customer's Statement of the Problem" to be consider as a formal complaint against Experian.
  
  ****** *********
  ******************************************** 11L
  ********,**, 10040
  Daytime Phone: **************
  E-mail: **********************************
  
  Customers Statement of the Problem:
  The Experian website error message in response to my log in attempts over the course of multiple days states: "Your account has been locked due to too many failed attempts. Please call us at ************** to unlock your account." All ********************** telephone numbers, including the USA Headquarters, and AI responses ultimately route to the same above message with no resolution or correction. As a consequence, I am unable to access my credit information and unfreeze my credit report, ultimately impacting not only me but also my business, causing significant personal and business disruption.
  
  
  

  Business Response

  Date: 11/19/2024

  Thank you for bringing up your concerns 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 ****************************************************************************** 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 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. If consumers cannot or choose not to access our online services, they can contact us by phone *************) or by mail (ECA,****************************).

  Customer Answer

  Date: 11/19/2024

  I have had an in Experian account all along.  When I attempt to reestablishthe account, I am told I cannot, as there is already someone in the Experian system with the same credentials as mine.  Of course there is!  It is me!  I cant get in and Experian refuses to acknowledge that there might possibly be a problem on their end.  Or perhaps, Experians system has been compromised and the company chooses not to deal with it.

  Business Response

  Date: 11/25/2024

  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 November 20,2024.  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 area of concern to your expectations.

• Initial Complaint

  Date:11/14/2024

  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.

  Someone changed my contact information on my Experian account so that I cannot log in. I have tried and tried. Experian will ONLY talk to me if I have the current account email, password, and phone number. These were changed by the bad actor. I have tried and tried to get in contact with someone at Experian, but their phone system tells me that it will not allow me to talk to a person under any circumstance!!!!!!!!!!!!! I am now open to fraud because of Experian's NON-EXISTENT security!1

  Customer Answer

  Date: 11/14/2024

  I did submit this complaint. I do authorize the BBB to followup please let me know what documentation you need.

  Despite a credit freeze and fraud warning on my account, ********************** opened a banking account *********************** is now in the banking business in addition to credit reports) under my name and social security number. I am trying to get the fraudulent account shut down, but Experian will not do anything since my real contact information is different than the fraudulent actor who opened the fraudulent account with my identity. Their phone and email system is completely automated so it is impossible to get through to a person to explain. I need the following:

  1. The fraudulent account shut down.

  2. Experian to comply with the law and respect both my credit freeze and my fraud alert.

  3. I need Experian to actually take security seriously. They require NO verification for someone to take over someone's identity and get FULL access to their entire credit report including changing contact information.
  

  Business Response

  Date: 11/19/2024

  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 November 18, 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:11/13/2024

  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 card and pin was lost my pin was written down ********************** smart money replaced my card and disputed transactions that I did not recognize and found no error because Experian said my pin was memorized which it wasn't it was wrote down I ask that my dispute be reopened and my funds be put back on my account because I didn't make these transactions.

  Business Response

  Date: 12/10/2024

  Thank you for contacting Experian(R) and bringing this issue to our attention. I understand your concern and will gladly assist you. For assistance with Smart Money, please call *************. Our agents are available every day, 6am 10 pm MST. I hope you find this information helpful.

• Initial Complaint

  Date:11/12/2024

  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 a membership with Experian that I cannot access. I got a new phone with a new phone #. I can no longer access my Experian account because the account is tied to the old phone #. I have tried to contact Experian but there is no way to talk to a live representative. I cannot cancel my subscription. So now i ma getting billed for a service that I cannot use.I sent an email to Experian customer ********************** on **/1 but they refuse to respond.

  Customer Answer

  Date: 11/12/2024

  Hello,
  
  
  My name is ****** C. ****.  I have an account with ********************** that I can no longer access.  I have a new phone number and I can not access the account  My user name is ***************************
  
  
  My new phone # is ************.  The old # is ************.  I have made may attempts to access a customer ********************** agent but I have had no luck.  The automated system will not work because I do not have access  to the old phone number.
  
  
  
  
  This is my second attempt to contact you.  I have reported this issue to the Better Business Bureau.  
  
  
  If this issue is not resolved I will be forced to take further action.  I have contacted my credit card company to suspend payments as I cannot access my Experian account to cancel my membership.  
  
  
  Please contact me to resolve this issue!

  Business Response

  Date: 11/18/2024

  Thank you for writing and expressing your concern regarding your membership with CreditWorksSM. Our records indicate you successfully logged in on November 18, 2024. If you are still experiencing this issue, please reach out to us. Thank you for your patience in this matter.