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

  1100 NW Loop 410 San Antonio, TX 78213-2263

• 

  Experian Consumer Services

  Colton, CA 92324

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: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.

  I have identity theft and been following the **************** and I am supposed to put a freeze with each credit company. However, I can't do this and can't get a hold of any person. Their automated system will not forward me to anyone. The system requires me to verify me and asks for my numeric portion of my address. I don't have one. My address is unincorporated and has letters in it. Then it puts me in a loop and hangs up on me. In addition- I can't log into an account and the automated system doesn't have a way to help me get in. There are no options to reach anyone to help me and I'm unable to freeze my account

  Customer Answer

  Date: 10/29/2024

  I submitted this claim and need help per the details I provided 

  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. 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 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 can 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 mail (ECA, ****************************).

• Initial Complaint

  Date:10/23/2024

  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'm trying to determine whether or not my credit freeze is in place or has been lifted. There is no means to interact with a person on the website. Trying to log in does not recognize any combination of address, phone number, email, and password I have ever used. When you call a customer ********************** number it is an ** bot only. No matter how many times you express a different iteration that you want to talk to a real person the ** bot blocks you and eventually force disconnects you. The website even says you'll be able to speak to an agent if you call a phone number. They are actively obstructing my access to my own information.

  Customer Answer

  Date: 10/23/2024

  I authorize the complaint because I submitted it and I have provided the details in said complaint. 

  Business Response

  Date: 10/29/2024

  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: 11/01/2024

  If you don't have my information why did you send me a comprehensive credit report instead of the credit freeze that I asked you to do? I

  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.

  Customer Answer

  Date: 11/05/2024

  If I don't have the account that you repeatedly state I do not then how was I able to place a credit freeze beforehand which almost prevented me from getting an apartment application approved in a timely manner? Now that I was able to get you to release the credit freeze before you won't put it back to protect my information.

• Initial Complaint

  Date:10/21/2024

  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.

  Repeated call Experian to close account and their automated phone system never will connect you with a real person & will not put in a link on their site so you can do it yourself, they also uploaded or used my credit card number which I did not enter. Somebody needs to do something about this business.

  Customer Answer

  Date: 10/21/2024

  Dont know what else I need to add, want this account closed & cant contact anyone 

  Business Response

  Date: 10/29/2024

  Thank you for writing and expressing your concern regarding your Experian(R) membership. We show that the issue was resolved when you reached us on October 22, 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.

  Customer Answer

  Date: 11/02/2024

  
  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:10/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had trouble logging in online to my Experian account for a few years. When I do a temporary credit unfreeze (for a few days, when I apply for a new credit card), I'd call ************. I was able to do a credit freeze over the phone until the most recent try. I applied for the card anyway, hoping theyd check with one of the other agencies (********************). Unfortunately, I was denied credit because they used Experian. Fortunately, the next day I was able to do the temporary unfreeze via the phone. I dont know why it didnt work one day and did the next, since I answered all the questions the same way. I wrote down my pin, password, and user name, so I dont know why I cannot log in. I spent some time trying to figure out why I cant log in online. It seems that Experian has my old landline phone number and does not have my cell phone number. I stopped having a landline around April 2022 and have used my cell phone as my only phone since then. Id had the cell phone number since at least 2016. When I try to log in online, it will only send me a text or call me at my old landline number (which I dont have anymore); there is no way to verify myself via ******** seems I need to update my phone number, but since I cannot log in, I cant update my phone number. I called ************ and other customer ********************************************* phone numbers many times, hoping to talk to a person, but the system does not let me talk to someone. I tried to create a new account online with my cell number, but always get a message saying something is not working on their end and they will fix it.I do not want to put any sensitive information in the mail. Im hoping I can be given an Experian phone number where I can actually speak with someone or that someone will email me to get this resolved. I sent Experian a letter in July but it has gone unanswered. I need to be able to access my account and can't get anyone to help me from Experian.

  Customer Answer

  Date: 10/19/2024

  I seem to be getting asked by BBB to provide clarification or confirmation of something, but I don't know if that is correct. I'm not sure what is not clear and/or what I need to confirm. Here is a summary of my issue (details are in the original complaint). I am asking Experian to fix my account so that I can login again to their website, as I used to be able to do for years and until the past two years. For awhile, I could still freeze/unfreeze my credit by calling the automated Experian phone number, but this year that stopped working. I sent Experian a letter on either 7/23/24 or 7/24/24, dated 7/23/24, asking for help; they have not responded. I've tried many times to reach a person at Experian over the phone, starting with when I was turned down for a credit card this year because I wasn't able to unfreeze my credit. I've also tried to create a new account many times over the past few months, but each time the Experian website says it isn't working right and they are working on fixing their website (after they send my cell phone a code, which I enter onto my laptop at their website). I think Experian still has my old landline phone number listed in my account, which I haven't had since April 2022. I've had the same cell number since at least 2016. I submitted this complaint to BBB on 10/18/24.

  Business Response

  Date: 11/04/2024

  Thank you for bringing 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 an Experian Service Account.   Experian CreditWorksSM 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, 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: 11/04/2024

  Experian responded to BBB by writing that I'm not a member, but I used to have a free membership and could log on, as previously described. They also said if I cannot access online services, I could contact them by phone *************) or mail (ECA, ****************************). I sent them a letter months ago, which was ignored. I've tried many phone numbers, including again today ************* and another one), but cannot get verified or connect to a live person. I got a letter in the mail a couple of days ago with a new pin number, but cannot get to any online screens for me to enter my pin. Also, one of their webpages said a person doesn't even need a pin anymore, so I don't know why they changed my pin (which used to work, until sometime in the past year). I still cannot log into my existing free membership account and the ********************** website won't let me create a new one, saying that my identity cannot be verified. Nothing has changed from my initial submittal except today I got past the initial page to try to create a new free membership (but was denied, by a screen saying my identity could not be verified).  It seems it is necessary for me to actually speak with someone at Experian, but I cannot reach a real person. This has absolutely not been resolved.

  Business Response

  Date: 11/06/2024

  Thank you for writing and expressing your concern regarding your membership with Experian(R). We have spoken on the phone today and have scheduled for a callback at your nearest convenience on Monday, November *******. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

  Customer Answer

  Date: 11/07/2024

  The wording from Experian's response is a bit ambiguous. It says we talked yesterday, and we did. Someone from Experian called me. However, the problem was not resolved. I still was not able to log in. I got the same error message when I tried to create a free account that I'd gotten before. The person I spoke to said that we had to wait at least 72 business hours to try again, so the soonest that would be is Monday, 11/11. She gave me a phone number to call, so I could (hopefully) reach her/a live person when I call. I let her know I had tried to reach a live person many times in the past few months, and never could; she expressed surprise about that. I will call her back on Monday and we will try to resolve the problem then. As of now, the problem has not been resolved.

  Customer Answer

  Date: 01/07/2025

  Yes, after many hours over several days and some failed attempts to get my account working, I finally have a working account. 

  
  

  I don't think that my complaint included (formally) that it's impossible to reach a live person over the phone through their "customer **********************" phone number. That hasn't changed. But someone finally called me to work on my issue (I'd asked via a letter months ago for someone to call me). She insists that it should be possible to reach someone at the phone number, but I couldn't get through the automated system, even when I made up answers like my identity had been stolen. Nothing worked, and I tried repeatedly on many occasions.

  
  
   
  

• Initial Complaint

  Date:10/18/2024

  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.

  Experian has been charging me a little over $15/month for at least 4 months now, but possibly longer. I helped my boyfriend to sign up for an experian account on my phone and I believe he signed up for a free trial with my Apple Pay. Since this time, we have been unable to log back into his account. We attempt to send a text for a code to sign in and it does not send the text to his phone. I have tried to reach Experian by phone but that has been impossible so far. I need to stop being charged for an account that is not mine and that experian has made it difficult to recover. At this point, neither of us care about accessing the account and I just want to stop being charged for a product that no one is benefiting from and experian has made this impossible.

  Customer Answer

  Date: 10/18/2024

  I did personally send this complaint to the BBB and am requesting assistance. I am unable to even log in to Experian because the code will not go to the phone, and I cannot cancel the membership because of this and have been trying for months. I have attempted to call Experian and am unable to get in contact with any live person. 

  Business Response

  Date: 11/04/2024

  Thank you for expressing your concerns regarding Experian(R) CreditWorks? Basic..
  
  After doing a detailed search with the information you provided, we were unable to locate an account in our system that belongs to you.  To better assist us in locating an account, we are in need of 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 very important to us and we look forward to hearing from you with the information requested above.
  Please note there are several websites that offer similar products, and in many cases, customers often discover, after reviewing their billing statement, or the web site where they enrolled, that the product is actually offered by a different company.
  
  Thank you for your understanding and cooperation.

• Initial Complaint

  Date:10/17/2024

  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.

  This service continues to try and charge my CC on file for a subscription fee of $27.05. I am not sure what they are charging as I have the free limited subscription. I have tried calling their phone #s *************************** but get looped into an automated circle. I have sent written correspondence to cancel any and all memberships. Yet today, I got another notification that they were trying to charge my CC account. Fortunately, my ********** rejects the charge and will continue to do so. I just want my Account closed in full.

  Customer Answer

  Date: 10/17/2024

  Experian continues to try and charge my credit card for a subscription I don't have. I cant get through on the phones and I've written to them twice. I have the free subscription, I shouldn't be getting charged anything.

  Business Response

  Date: 10/22/2024

  Thank you for expressing your concerns regarding Experian(R) CreditWorksSM. Per your request, your free benefits will cease, effective October 22, 2024.  We have deactivated the free membership, per your request which provided you access to your Experian(R) credit report and FICO(R) Score once daily.
  
  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 seriously consider 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: 10/22/2024

  
  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.

  Note, you tried to charge me again this morning. I will consider this closed if no further attempts are made to charge my card.

  
  Regards,
  
  ******* ********
  
   

  
  

• Initial Complaint

  Date:10/16/2024

  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 am writing to formally submit a complaint regarding deceptive practices I have experienced with Experian *************************** related to my inability to unfreeze my credit after placing a freeze using their Android app.Initially, I found the process to freeze my credit straightforward and user-friendly. However, unfreezing my account has been a frustrating ordeal. After logging into the app with my correct username and password, I followed the instructions to unfreeze my credit. I was prompted to choose between receiving a verification text or phone call; I opted for a text message. Despite multiple attempts and confirming my phone number, I never received a text. I then tried the phone call option, but the issue persisted.After these unsuccessful attempts, I was directed to their website for further assistance. Unfortunately, the website was unhelpful, leading me in circles without providing an option to unfreeze my account. When I called the number they provided, I was told I needed a PIN that I supposedly received when setting up the freeze. I checked my email and records thoroughly but found no such ****** a result, I am now forced to submit a written request via traditional mail to unfreeze my account, which could take weeks. This situation is unacceptable, especially considering that Experian has access to sensitive personal information and can significantly impact my ability to manage my ************************* is deeply frustrating that while placing a freeze was seamless, unfreezing it has proven to be overly complicated. For comparison, my experience with ********** was much smoother; unfreezing my credit was as easy as the initial freeze.That the Better Business Bureau investigate these practices and hold Experian accountable. Consumers should have the ability to manage their credit easily and, when issues arise, access live support for resolution.

  Customer Answer

  Date: 10/17/2024

  Please review complaint and let me know if I need anything.

  Business Response

  Date: 10/25/2024

  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:10/16/2024

  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 am am looking for help at getting support on using Experian's online system. I can log in but I am only given the option of asking for a credit report rather than using any normal account functions. If I proceed with just trying to use the only function they offer (request a report) their software ends with "internal server error." I have tried this through multiple devices and I have mailed a hard copy document of this to them. I would be very happy with just discussing this with their support people but I have not found a way to actually talk to anyone.

  Business Response

  Date: 11/11/2024

  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: 11/13/2024

  
  I have recreated my account and my online functions seem correct again. 
  Regards,
  
  ******* *****
  
   
  

• Initial Complaint

  Date:10/16/2024

  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.

  Two weeks ago, I got locked out of my Experian account due to inputting the incorrect password. I went to reset my password through the site's password reset tool but did not know my pin code. Because I put in the incorrect pin code to many times, I know get a message stating that my account is locked and I need to contact customer support. I have contacted customer support 20+ times but get stuck in a loop with the awful IVR, the *** also says they can only transfer customers to customer support for limited issues. I need to cancel my membership and cannot due to because I am locked out of my account. I just need help with logging in...thats it.

  Customer Answer

  Date: 10/16/2024

  Repair Issues
  
  
  Customers Statement of the Problem:
  Two weeks ago, I got locked out of my Experian account due to inputting the incorrect password. I went to reset my password through the site's password reset tool but did not know my pin code. Because I put in the incorrect pin code to many times, I know get a message stating that my account is locked and I need to contact customer support. I have contacted customer support 20+ times but get stuck in a loop with the awful IVR, the *** also says they can only transfer customers to customer support for limited issues. I need to cancel my membership and cannot due to because I am locked out of my account. I just need help with logging in...thats it.

  Business Response

  Date: 10/25/2024

  Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM. Per your request,your paid benefits will cease, effective October 25, 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 CreditWorksSM 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.

  Customer Answer

  Date: 10/29/2024

  My issue mainly was that I cannot log into my Experian account. I received a call last Friday from a woman named ******** ****. I missed her first call. She left me a voicemail with her callback phone number. Ive called the phone number back on numerous occasions, including yesterday and today and it just gets to her voicemail and I cannot contact her to help get into my Experian account thank you for canceling my subscription, but I still need assistance

  Business Response

  Date: 11/04/2024

  Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative left a voicemail requesting to reach you at 2:30 PM CT on November 4, 2024. At this time, we would like to express our regret that your experience with Experian may not have met your expectations or our standard of excellence.  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectations.

• Initial Complaint

  Date:10/16/2024

  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.

  These crooks advertised on their website that a paid membership was free for seven days and I could cancel at any time. I opted in and entered my payment information but immediately canceled. Their website then said it would cancel in eight days. Just long enough to get their first month of payment. What garbage! So, I tried to contact them through their website and through the phone. Each time I put in my identifying number, the recording said they had technical problems and I had to call later. In short, there is no way to contact them. I just need my account canceled within the seven day period so I don't incur a charge.

  Customer Answer

  Date: 10/16/2024

  I am the person who submitted the complaint. The offer was free use for a week of the full membership for @29 or 23 dollars and a paid membership after ****. I bought it today. I didn't like it, so I went back to the free version today. Then I get a message that it will be terminated one day after the free period ends. Then you can't contact them by email or phone. ******! I just want it cancelled any day within the one week period. Then I will walk away. 

  Signed

  ** *******

  Business Response

  Date: 10/22/2024

  Thank you for expressing your concerns regarding Experian(R).
  
  After doing a detailed search using 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 essential to us, and we look forward to hearing from you with the information requested above.
  Please note that several websites offer similar products. In many cases, customers discover,after reviewing their billing statement or the website where they enrolled,that a different company provides the product.
  
  Thank you for your understanding and cooperation. 

  Customer Answer

  Date: 10/26/2024

  Neither fax nor snail mail are unacceptable as methods of communication. I have no fax, nor will I pay for one. Please step into the 90s. Further, I will not wait for mail delivery or the issues which will come from Experian saying they did not get the mail for whatever reason.

  In addition, my credit card has been cancelled due to someone stealing the number, security code, my email, and my name. There was a fraudulent charge. I can't access the card on my credit card website for the time being. I have to wait until the smoke clears, and I have access to the transactions again.

  Please respond,

  -** *******

  Business Response

  Date: 10/31/2024

  We appreciate your feedback and have noted your concerns. After conducting an additional review, our decision remains the same. Please refer to our previous response for further explanation. Thank you for your patience in this matter.

  Customer Answer

  Date: 11/02/2024

  You are running me down rabbit trails, as your software did in the first place, It did so because you intentionally set it up that way to hide then eliminate any way to avoid canceling during the free period. You run a predatory business.  You have my data, had it for many years, and can easily pull it up on your software. Demanding it now in outdated, terribly slow, expensive, and plausably deniable ways is just a continuation of the con. The shear numbers of complaints against you here and your lack of a rating tells the story. Let me respond here.