Business Profile

Credit Reporting Agencies

Experian Consumer Services

This business is NOT BBB Accredited.

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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

951 total complaints in the last 3 years.
384 complaints closed in the last 12 months.

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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:11/02/2024
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 an experian membership and have the experian digital debit card. I successfully funded my account and requested the card mailed to my address. I received confirmation from Experians online membership that I will receive my card in 5-7 business days. It has now been over two weeks and I never received my card. I called both experian digital smart money and membership departments and theres nothing they can do. I previously filed a BBB complaint regarding this matter, however, it still hasnt been resolved (see Complaint #: ********; REF#*********). Please mail my debit card to my address as requested forthwith: ***************************************.
Business Response
Date: 11/25/2024
A card was shipped to the current address on your Experian Digital Checking account on October 14, 2024. We understand you have a new address on your Experian account; however, this address appears to be a business address, and our Experian Digital checking account is not designed for business use. We are not able to update the address to a business address. I hope you find this information helpful.
Initial Complaint
Date:11/02/2024
Type:Sales and Advertising 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.
Their website is highly deceptive and it appears you have to buy an upgraded membership every time you log in. There is no way to avoid this when signing in.
Customer Answer
Date: 11/03/2024
I am authorized as a user to complain about this business.
The website and app are completely deceptive as described previously. I am a client of this business.
Business Response
Date: 11/06/2024
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 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 can improve our products and memberships. We hope the above information is helpful to you in considering this matter.
Customer Answer
Date: 11/07/2024
I would like to know what steps Experian will take to eliminate these shady practices.
Business Response
Date: 11/11/2024
Thank you for writing and expressing your concern regarding your membership. We have escalated your concerns as feedback. Your concerns are very important to us. We show that you are currently opted out of receiving partner offers via email. You may continue to view available offers upon logging into your membership. These offers can be closed out, allowing you to view your membership. We hope that the above information is helpful to you in considering this matter.
Customer Answer
Date: 11/12/2024
This has NOTHING to do with my complaint. I did not mention emails at all. I don't want emails, and your site continues to ask many people to upgrade their account in a deceptive way that looks like it's required. This needs to be stopped and is immoral, borderline illegal.
Initial Complaint
Date:10/30/2024
Type:Billing 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 don't know how to file a complaint against the credit monitoring agency ************************. I do not have a physical address -- it's a nationally known credit agency, like ********** and *******. The problem is that Experian refuses to let me freeze my credit on their website. When I go on the website and enter my SS# (which I do not like providing but have no choice) etc, the website says I am not recognized and must call the 877 number instead. So when I call the 877 number, the automated system asks for all my information AGAIN, including my precious SS#. THEN it says it cannot recognize me and I must log onto the website. I froze my credit at transuion and equifax 2 wks go, but expeiran won't let me do it! HELP.
Customer Answer
Date: 10/31/2024
Greetings,
Yes I agree to BBB contacting Experian on my behalf.   As I wrote in my initial complaint, Experian is denying me the opportunity to freeze my credit by refusing to allow me to open an account on their website.   I have tried at least a dozen times to set up an account and all I receive are error messages, that Experian doesn't believe I am who I say I am.   Well, I am right here and real and I would like to be able to access my credit score on Experian and freeze my credit.   I need to hear from that company with a solution to the problem.
Thank you for your time and help.
Business Response
Date: 11/08/2024
Thank you for contacting Experian(R) and bringing this issue to our attention. I understand your concern and will gladly assist you. Our representative left a voicemail requesting to reach you at 9:45 AM on November 8, 2024. We recently updated our processes for administering security freezes. To add or remove a security freeze online, a consumer must visit ***************************************************************. If consumers cannot or choose not to access our online services, they can contact us by phone *************) or mail (ECA, ****************************).
Customer Answer
Date: 11/09/2024
Yes this was an attempt at resolving my issue, but I must reject it because it didn't work for the following reasons:
1. I got the voicemail from ********, thank you.   I responded.   First, the telephone computer kept cutting me off -- transferring me to a blank line.   So I gave up and tried again later.   I then got through to the Experian representative's voice mail.and left a message but did not hear back.   Perhaps there were only a few hours left in the work day and she did not have time to call me back yet.
2. I went to the website *******************************************************************; But was unable to get through because, while the website SAID I could get a call with a six digit code, it actually only would send a link to my phone, which is not connected to the internet and therefore I could not create an account.
Please keep trying, I feel we are close to resolving the issue.    But the Experian technology is lacking.
***** *******
Business Response
Date: 11/15/2024
Thank you for contacting Experian(R) and bringing this issue to our attention. I understand your concern and will gladly assist you. Our representative left a voicemail requesting to reach you at 12:45 PM on November 15, 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: 11/17/2024
Thank you to Experian for continuing to try, but the company technology continues to miss the **** and I am NOT allowed to freeze my credit! Here are the problems now
1) I did receive the 11/15/24 voicemail BUT it was nothing more than 29 seconds of silence. Whoops.
2)   I did call back to the original number for ******** and left another voice message with my current phone number while I am visiting my sister.   But have not heard back since I left the message a few days ago.   Again the phone technology kept transferring me to an empty blank line until I finally got through to voicemail.
3) The website continues to tell me I don't exist.
4) On another part of the website I am sent a link to click on, on my phone. But Experian, like a lot of companies, doesn't understand that not all people on the planet have a smart phone to connect on the link.   I even typed the link into my computer to try and connect that way, but the website said it wasn't the same device to which the link was sent and therefore blocked me from continuing to set up my account.   If Experian would just send me a link by email, the way BBB does, I would be able to set up an account.   If they want to use my cell phone, which is less reliable than email, then they have to sent a digital code by plain text, not a link that requires the phone to connect to the internet.
5) Thank you for trying Experian, but I'm still stuck with no access to simply freeze my credit. It should not be this impossible.
Initial Complaint
Date:10/30/2024
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 Monday, October 28, 2024, I tried to log into my free Experian Account online. I keep my username and password in a vault on my PC. My username and password was correct. After digging for a while, I found that someone had change my email, to an outlook email. I do not use outlook. So, I called Experian. They were of zero help in getting my account back. I am going for a car loan, with my wife, and can't thaw my account. The woman that I did talk to, told me "Don't worry, its already unthawed" which means the hackers are using my credit somewhere. Experian needs to let me unlock my account or send me a way to do it. They should delete my account and let me open another. The hackers get all the emails they send, but the people at Experian don't understand plain English.
Customer Answer
Date: 10/30/2024
I did send this complaint to you. Experian has let some random hackers lock me out of my Experian online account. I want them to contact me to let me back into my account. This should be simple, but not trying to talk to anyone from Experian. I WANT MY EXPERIAN ACCOUNT BACK...that is all I want. You can't get through their wall of robots to talk to anyone, and when you finally do, they lie to you saying they will take care of it, but never do.
Business Response
Date: 11/06/2024
Thank you for writing and expressing your concern regarding your membership. Once we receive the requested information, we can escalate 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. Please contact our agent using the contact information provided to you by email if you have any additional questions during the resolution process. We hope this information is helpful when considering this matter.
Initial Complaint
Date:10/28/2024
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.
I am writing to formally lodge a complaint against Experian regarding my recent experience with their Premium service. I signed up for a trial to evaluate the service for one day, but unfortunately, I forgot to cancel before the trial ended, resulting in an unexpected charge.According to Experians policy, new accounts that try out their Premium service are eligible for a refund if canceled in a timely manner. Despite this, when I contacted Experian's customer ********************** for assistance, I was met with rudeness and a lack of professionalism. The representative rushed through our conversation and failed to provide me with a confirmation email for my cancellationonly a case number. While I was told that my refund would be processed within 2 to 5 business days, the entire experience has left me feeling skeptical and frustrated.I believe that customer ********************** should prioritize clear communication and professionalism, especially when addressing billing issues. I hope that this complaint will be taken seriously, as I am concerned about the level of service provided by Experian.
Business Response
Date: 11/18/2024
Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM. We pride ourselves on providing an excellent customer experience and vigilantly strive to provide the highest customer care and satisfaction standards.

Let us assure you that the statements made to you by our representative are not in accordance with our policies. We will address these allegations directly with the representative and will take the appropriate steps to prevent a recurrence 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 that we will seriously consider the issues you presented to us. It is through information provided by customers as you that we can improve our products and memberships.

We hope the above information is helpful to you in considering this matter.
Customer Answer
Date: 11/18/2024

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:10/28/2024
Type:Delivery 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.
Received a letter from them claiming they could not unfreeze my credit report per my request. I never asked them to unfreeze my credit report. I tried to contact them at the only number I have ************* but their automated phone system refused to transfer me to a person. The phone system actually state "I can only transfer you to an agent under limited circumstances".
Customer Answer
Date: 10/29/2024
Yes I authorize you to contact Experian about my complaint.
Business Response
Date: 11/05/2024
Thank you for expressing your concerns regarding Experian(R). Please accept our apology for any difficulty you may have encountered while attempting to reach out to an Experian's representative. Your personal credit report currently displays a security freeze as of February 14, 2023. In an attempt to provide some clarity on the issues raised in your complaint, we would like to offer the following explanation:

Our records indicate that we received a letter under your name on October 21, 2024. This is because you are **** ************* of Attorney. Our representative sent this letter to your attention instead of sending it under your sisters name. Please disregard this letter since it is not related to your credit report. Your security freeze was never removed. On February 11, 2023, you signed up for your complimentary Experian CreditWorksSM Basic. The customer agrees to these terms when submitting their order. Free benefits were discontinued on February 16, 2023, in response to a request we received from you via mail. Thank you for your understanding and cooperation.
Initial Complaint
Date:10/28/2024
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 receiving letters from companies that they have been hacked and my information may have been affected. Thankfully, equifax and transunion have free credit lock so I can keep my credit from being used. What I find ridiculous is experian forcing you to $25 with additional benefits to use credit lock. I only want the credit lock and could care less about those benefits. You are trying to sell me bunch of c*** I don't need. I have to protect my credit and you are preventing me by forcing me to pay $25. I hope this become a big lawsuit one day.
Customer Answer
Date: 10/28/2024
Yes I do agree with this being posted and being helped by BBB. My complaint to Experian is the inability to have direct communication to live agents and forcing to pay $25 for credit lock when other credit bureaus offer this for free. And I dont understand why BBB now requires this to be answered. I have never dealt it in this way before. What is the point of putting up a complaint if it needs to be verified to be posted first. This is redundancy.
Business Response
Date: 11/05/2024
Thank you for bringing up your concerns regarding Experian(R).

A credit freeze is a free service, guaranteed under federal law, that can protect you from credit fraud by limiting most access to your credit report until you lift it, or "thaw" your report. When your credit report is frozen, any lender who asks to evaluate your report to issue a loan or other credit is denied access to the report. A security freeze won't affect your credit scores, but it will prevent lenders evaluating credit applications from obtaining your credit scores. A security freeze prevents criminals from opening new credit accounts in your name, but it also blocks your legitimate credit applications. If you have a credit freeze, you'll need to thaw your credit reports before applying for a new loan, credit card or other consumer credit. Once your application is processed, you can reinstate the freeze. Alternatively, you can use a temporary thaw to lift the freeze for a set window after which the freeze will be reinstated. Credit freezes must be activated and lifted separately at each national credit bureau. There is no fee for applying or removing a credit freeze.

A credit lock lets you restrict and ***** access to your credit reports the same way a credit freeze does, but usually with extra features. Credit lock services each credit bureau provides may differ in cost and functionality. For instance, in addition to enabling you to turn access to your Experian credit report on and off instantly, CreditLock from Experian also notifies you when anyone requests access to your locked credit report. This is available as part of a premium identity protection subscription at $24.99 per month, which includes services such as:
-Alerts to credit activity on your credit reports at all three national credit bureaus
-Quarterly FICO Scores based on your credit reports at all three national bureaus
Plus, much more. We hope this information is helpful when considering this matter.
Customer Answer
Date: 11/08/2024
I know what I credit freeze and credit lock are. Ive done freeze with credits before. And freeze is something that is not permanent either unlike lock where you can keep your credit locked at all time when you dont need. This is why ******* and ********** beat you on this. Both lock and freeze are free features on them. But you shove $25/month down my throat so that I can use the lock. Ridiculous how you try to teach this to me.
Business Response
Date: 11/12/2024
A freeze prevents lenders from accessing your credit report (and credit score) when processing credit applications. It will remain indefinitely on your Experian credit report until you lift or thaw your credit report. Because they are free and guaranteed by law, credit freezes may be the better choice for consumers who don't want to pay for the service and don't want any extra features. When freezing or unfreezing your credit online, the process is as quick and easy to use as a credit lock.

Credit freezes, and credit locks offer valuable protection for your credit reports as either a precaution or a response to criminal abuse of your credit.When managed online, both freezes and locks are quick and easy to use and highly effective at blocking credit applications in your nameboth fraudulent and legitimate ones. If you decide to apply a credit lock or security freeze,remember to disable it before you apply for a new loan or credit account.

We appreciate the time you took to send us your comments and suggestions. We value the input from our customers and assure you that we will seriously consider the issues you presented to us. Information provided by customers like you can help us improve our products and memberships.
Customer Answer
Date: 11/15/2024
inconvenient that you have to make a separate account for it
Initial Complaint
Date:10/25/2024
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.
My wife's and my Experian accounts information are all mixed up, and we cannot view our credit report, credit score, etc., and when we try to contact them at all numbers listed on their website, we get the same useless automated service that says that it cannot connect us to the live agent, and we are forced to hand up, and all the contact numbers below give us the same runaround:************** ************** **************************************** ************** ************************************************** ************** If the credit bureau cannot get their stuff in order, what can we expect of us ordinary people?
Initial Complaint
Date:10/25/2024
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.
There is NO human help avaiable! For a company that handles such critical information it is irresponsible and the worst kind of customer support to block your customers access to you person to person. I am trying to login and I don't know my password. To change my password you want the phone number on file... that is a landline, an old one that I don't have anymore. You can't text me or call me on that number... you don't provide any other means to resolve the situation. Whoever set it up this way should lose thier job, it is so rediculous. Please have someone contact me so I can update that phone number and access my account.
Customer Answer
Date: 10/25/2024
Yes, I did submit the complaint. Thank you.
Business Response
Date: 11/05/2024
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.
Initial Complaint
Date:10/25/2024
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 no idea what Telecom Selfreported is and they are charging me $21. I did not ask for this and want it corrected and removed from my credit report. Thank you.
Customer Answer
Date: 10/25/2024
If written permission is what you need from me, you have it.
Business Response
Date: 11/05/2024
Thank you for bringing up your concerns regarding Experian(R). We appreciate your feedback and have noted your concerns. Your Experian credit report contains data you contributed through Experian BoostTM. Sign in to your membership at **************************** to add/remove self-reported accounts. The account number listed on your ******************************************************************** is a tracking number generated by Experiannot the account number at your bank or payee. The original creditor is the source of your self-reported data (your bank) and the payee (the company to which you pay your bills). The recent balance and monthly payment reflects your bank's most recent payment amount.
Customer Answer
Date: 11/05/2024
I'm not talking about account number. I was inquiring about a charge to my account.
Business Response
Date: 11/08/2024
Thank you for expressing your concerns regarding Experian(R) CreditWorks? 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 can 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 the product is offered by a different company.

Thank you for your understanding and cooperation.

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