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:11/12/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am trying to file a complaint due to being unable to cancel monthly subscription membership. I initially did not want to cancel this but due to not being able to get any support I had to. So I was being charged my monthly individual credit monitoring plan $27. I had it for months without issue. I recently had to change my cell phone number due to a data leak on the dark web unfortunately(which is the issue). Now I do realize going forward the blessing and curse of Two Factor Authentication. So I cannot sign in to my account to make any changes to update my cell phone or email now even though I know my password. So I tried to call Experian, and no customer ********************** support for anything related to online membership without you signing in( which I cant because I dont have my original number). So I call my bank, Cash App, ***** support to try and stop the payment because I cannot use the service/goods but it did not work in my favor. I feel stuck as a consumer because a company can take my money, no customer support to reach out to or business email without signing in and Im stuck now because I gave up in hopes that it would cancel itself out but I see that my Apple Cash was declined the Experian payment today so that means I will continue to owe ***** the $27 every month going forward as I have no way to cancel this transaction wow. And if I dont pay it I cannot access the App Store. This is ridiculous. All because my phone number changed and now theres not a soul(human) to help me with my concern that is unfair to the consumer on something I understand can be used greatly as fraud protection but without being able to CALL a HUMAN about my concern all is lost. Its sad but a ****** I learned and will move forward with. (Unrelated: But at least Amazon answers the phone and allows you to upload proof of identity to access your account if the 2FA is impacting you).
Business Response
Date: 11/18/2024
Thank you for bringing your concerns to our attention regarding Experian(R) CreditWorksSM. We appreciate your feedback and have noted your concerns. We have several ways you can reach out to us besides mail. You have the option to email our customer ********************** at ******************************************* Thank you for your understanding in this matter.

Our records indicate that you enrolled with Experian(R) CreditWorksSM on June 3, 2024, followed by a request to cancel the membership on November 12, 2024. Per your request, your paid benefits will cease, effective November 18, 2024. You will continue to have access to your Experian(R) credit report and FICO(R) Score daily, at no charge to you.

At this time, we would like to express our regret that your experience with Experian(R) 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.
Customer Answer
Date: 11/21/2024

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:11/11/2024
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.
Its almost impossible to speak with a live person which is extremely frustrating. I called on 11-6-2024, because I had a pending transaction for $ *****. I told the agent that I never signed up for anything other than the free service. I was assured there were no pending transactions. Today I was charged that amount. I want a refund for that amount and do not want anything other than the free service.
Customer Answer
Date: 11/12/2024
Its almost impossible to speak with a live person which is extremely frustrating. I called on 11-6-2024, because I had a pending transaction for $ *****. I told the agent that I never signed up for anything other than the free service. I was assured there were no pending transactions. Today I was charged that amount. I want a refund for that amount and do not want anything other than the free service.
Business Response
Date: 11/18/2024
Thank you for bringing your concerns regarding Experian(R)CreditWorksSM to our attention.

Experian(R) CreditWorksSM offers a 7-day trial membership in a monthly credit monitoring product. Our website fully describes the offer, and the order form details the terms and conditions, including billing at the end of the trial period and monthly thereafter unless and until the customer notifies us of their wish to cancel. This was agreed to when submitting the order.

Our records indicate that you and ****** enrolled with CreditWorksSM on October 29, 2024. ******* paid membership was not canceled within the 7-day trial period. Consequently,in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee of $26.94 on November 6, 2024.
You notified us to cancel the memberships on November 12, 2024. As a courtesy, on November 18, 2024, we refunded the monthly membership fee of $26.94. Please allow 3 - 5 business days for these funds to be processed to your credit card account.
Initial Complaint
Date:11/08/2024
Type:Product Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been denied on recent credit applications because my identity is unable to be verified.I have tried to request information from Experian, but they no longer provide customer support ******************** by phone and I am unable to create an account on their website . . . because they cannot verify my identity.I would like to be contacted to review my file and identify the issue preventing verification.
Initial Complaint
Date:11/07/2024
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.
Purchased Business Credit Advantage in order to improve and fix my business credit report. I paid $189 23 July 2024. The company cannot be reached by phone, takes weeks to respond, fail to update credit report with tradelines, though they ask customers to provide all tradelines and continue to show encrypted tradelines and refuse to provide who the company is. The issue is I do not have a business account with Lowes/Synchrony and the other encrypted tradelines the company refused to provide the company name.If the owner of the business is unable to see the tradeline, how does Experian know if it is correct or not.I requested a refund within a month of signing up, after countless and no updates and the company refused a refund. There is absolutely no way to contact this company.I am a small business owner and has been denied credit by over 20 companies and still Experian is unable to update the trade-ins.
Business Response
Date: 11/08/2024
Thank you for writing Experian(R) and allowing us to address your concerns. It appears that this could be related to the online products at ****************************************. For questions or assistance, please go to ******************************************** or call ************.
Customer Answer
Date: 11/19/2024
No trade lines added, unable to see enquirers. It's noted that trade lines exist but not annotated. Additionally Experian added a victim statement. My area was not devastated by the hurricane. Why did they put the statement? Are they putting that on everyone's commercial credit?

Experian continue to act in a manner which is contrary to their promise of $189 annually.
Business Response
Date: 11/22/2024
Thank you for writing Experian(R) and allowing us to address your concerns. It appears that this could be related to the online products at ****************************************
For questions or assistance related to refunds, please go to ******************************************** or call ************.
Initial Complaint
Date:11/06/2024
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.
I have tried several times since inception of membership (the last couple months) to cancel membership. The automated system wont allow it. I have tried many times and it wont allow you to talk to anyone. I have *** two letters to P.O. Box 2390. Allen ***** *****. The last letter was ***t certified mail return receipt requested. They wont sign the receipt. They have no way of charging me. I jut want to cancel the membership. Please help. I dont want this on my account.
Business Response
Date: 11/14/2024
Thank you for informing us of your recent experience Experian(R)CreditWorksSM. We appreciate the time you took to send us your comments and suggestions. Your membership shows as already cancelled on October 8, 2024. In the future, we recommend visiting www.annualcreditreport.com, which allows consumers to request a free credit report once every 12 months from each nationwide consumer credit reporting company. Special note: Accessing your credit is important. Thats why Experian, Equifax and ********** continue offering free weekly online credit reports at www.annualcreditreport.com. I hope this helps!
Initial Complaint
Date:11/06/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Even after they have sent me an email, I try to log in and I'm informed my email or login code is incorrect. I Send a I forgot my login code and I'm sent a link and generate a new code, and try to sign in again I'm advised I do not have the correct info. Now I'm getting spam calls after trying to log in. In the past this company has rejected my complaints because they can't find my account, yet they send me email.
Customer Answer
Date: 11/07/2024
Can't sign in to their system even though I have account, tried to contact them and unable

Business Response
Date: 11/22/2024
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

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:11/05/2024
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 did not sign up for a membership, Experian* Credit Report *********** CA ****** Experian* Credit Report *********** CA ****** 07/17/2024 Experian* Credit Report *********** CA ****** 07/17/2024 08/12/2024 and any other months charged!Experian* Credit Report *********** CA ****** 08/12/2024
Customer Answer
Date: 11/07/2024
Dear Jasmine ****,
Thank you for your response regarding my complaint against Experian. I confirm that I authorized the submission of this complaint and am requesting assistance from the Better Business Bureau.
Detailed Description of Concerns:
I have been charged multiple times by Experian for a membership that I did not sign up for. The charges are as follows:
$27.05 on 09/26/2023
$32.46 on 12/04/2023
$27.05 on 12/04/2023
$27.05 on 01/11/2024
$27.05 on 07/17/2024
$27.05 on 08/12/2024
$27.05 on 10/30/2024
These charges have been recurring without my consent, and I have not received any services or benefits from Experian that would justify these charges. I have attempted to resolve this issue directly with Experian but have not received a satisfactory response.
Desired Resolution:
I am seeking a full refund of the disputed amount, totaling $194.76, and the cancellation of any unauthorized memberships or subscriptions.
Thank you for your assistance in this matter. Please let me know if you require any further information.
Sincerely,
****** *****
**********************************************
Daytime Phone: **************
E-mail: ********************
Business Response
Date: 11/15/2024
Thank you for writing and expressing your concern regarding your membership with CreditWorksSM. Our records indicate you ordered a trial membership on July 4, 2024. The membership was not canceled;consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee on <Date>. As you requested, your paid benefits will cease, effective July 16, 2024. You will continue to have access to your Experian(R) credit report and FICO(R) Score daily at no charge.

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.

As a courtesy, we issued a refund totaling $54.10 on November 15, 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.
Customer Answer
Date: 11/15/2024

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:11/04/2024
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.
Experian, a consumer reporting service, refuses to cancel my membership. I no longer want the receive "free" credit reports from them. The credit reports were required by the federal government to settle lawsuits. They got hacked. They require a call to a toll free number to cancel the membership. They answer the phone with an auto attendant. There is no way to get beyond the auto attendant to cancel membership. I suspect this is intentional.
Customer Answer
Date: 11/05/2024
Experian has made it impossible to cancel memberships due to their auto attendant system.
I no longer want to get any communication from Experian. According to their website the only way to cancel a membership is to call a toll Free number. When a customer/********************** calls, the Auto attendant feature malfunctions or intentionally makes it impossible to cancel even a free membership.
Experian was required to provide free consumer credit reports due to their company making public thousands of consumers personal information.
Business Response
Date: 11/14/2024
Thank you for informing us of your recent experience Experian(R)CreditWorksSM. We appreciate the time you took to send us your comments and suggestions. We have deactivated your free membership, as requested. In the future, we recommend visiting www.annualcreditreport.com, which allows consumers to request a free credit report once every 12 months from each nationwide consumer credit reporting company. Special note: Accessing your credit is important. Thats why Experian, Equifax and ********** continue offering free weekly online credit reports at www.annualcreditreport.com. I hope this helps!
Initial Complaint
Date:11/04/2024
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.
I need to talk to a live person. I am setting up a new credit protection service and Experian is not allowing my information to be accessed. I have tried every number I can find, altered and tried every response and get hung up on every single time. No way to reach a live person. Unacceptable.
Customer Answer
Date: 11/06/2024
I am starting a new credit monitoring service. Experian has an issue on their side that isn't allowing Aura to pull information and therefore cannot verify my identity. I talked to a live person a week ago and first they said there was nothing wrong on their end, then transferred me to someone else who "changed something" and in ***** hours the problem would be resolved. It isn't. I tried again to get a live person and their auto responder would not send me to a live person no matter what I tried. I was hung up on by the system no less than 8 times. I still can't get my Experian verified to activate my monitoring. This is outrageous and awful treatment of customers.
Business Response
Date: 11/14/2024
Thank you for writing and expressing your concern regarding your membership with CreditWorksSM. Our records indicate you successfully logged in on November 7, 2024. If you are still experiencing this issue, please reach out to us. I appreciate your patience in this matter.
Customer Answer
Date: 11/16/2024
Yes, I can log in. I can't fix the problem from their portal. I have searched options, none come up. I have tried their automated system, my request does not fall info anything it understands. AND there is no way to get a live person.
Business Response
Date: 11/19/2024
Thank you for writing and expressing your concern regarding your Experian(R) membership. Our representative emailed you requesting to reach you on November 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.
Customer Answer
Date: 11/20/2024
I received an email with an offer of help. I called the number on the email and this is what a recorded message said "thank you, goodbye"
Initial Complaint
Date:11/03/2024
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 accidentally signed up for a premium account with ********************** at the cost of $24.99/month. Their website is confusing and I didnt even realize I signed up for a recurring charge. They did not notify me before charging me again one month later. I went to their website to try and cancel the membership, but I had to click through so many confusing levels of menus to try and find the cancellation option. They made it way too easy to sign up and extremely difficult to cancel. I contacted them today to request a refund for the current month.
Customer Answer
Date: 11/03/2024
I confirm that I have submitted this complaint. I believe Experian credit monitoring made it too easy to sign up for a paid membership and made it too difficult to cancel the membership. I did not mean to sign up for a paid membership. I was simply trying to freeze my credit (a free service). They did not notify me before charging me for the recurring charge. I eventually figured out how to cancel it, but they made it very difficult to navigate their website to the cancellation page.
Business Response
Date: 11/06/2024
Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM.

Our records indicate that you started a trial membership on September 25, 2024. The membership was not canceled; consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee on October 3, 2024. Per your request, your paid benefits will cease, effective December 3, 2024. You will continue to have access to your Experian(R) credit report and FICO(R) Score once every 30 days at no charge to you.

Our website describes the offer, and the order form details its terms and conditions, 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 $24.99 on November 4, 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 concern to your expectations.
Customer Answer
Date: 11/07/2024

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,

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

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Experian Consumer Services is NOT a BBB Accredited Business.