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:10/16/2024

  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.

  Upon completion of taxes in 2024 for the 2023 year, Max was purchased through ********. Including Audit help and also iDnotify by experian. After trying to access my account, I was notified that my account was deactivated and that ******** is unable to reactivate. I paid for this service and now iDnotify is not allowing access to paid *********************** account was not accessible and after calling iDnotify, they instructed me that they can't open my account and that TurboTax would need to open it. ******** stated that my account was deactivated in April 2024. I purchased the benefits of max, including iDnotify in April of 2024 upon closing of taxes.I called Turbo tax and after a lengthy process they stated that it would be iDnotify to open and access the account, since this is a third party site.I emailed IDnotify and they said that they can't reactivate my account. I called ********************** and the robo service was not operable and stated having technical issues and instructed me to call back.

  Customer Answer

  Date: 10/18/2024

  I only found out via email this week 10/16/2024 that my account which was paid for through ******** and benefits provided by ******** that my account was deactivated. ******** deactivated my account that was paid for and should be open through the entire 2024 year and into the 2025 year.

  Business Response

  Date: 10/31/2024

  Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative left a voicemail requesting to reach you at 10:46 AM CT on October 29, 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 expectation.

  Customer Answer

  Date: 11/01/2024

  A call may have been sent, but no voicemail was left. I have many obligations during the day and can't be available at the beckon call from an unknown number with no voicemail left to return the call. Another example of poor customer **********************.

  Business Response

  Date: 11/06/2024

  Thank you for writing and expressing your concern regarding your membership with CreditWorksSM. Our records indicate you were able to successfully able to enroll on November 6, 2024. If you are still experiencing this issue, please reach back out to us. Thank you for your patience in this matter.

  Customer Answer

  Date: 11/10/2024

  
  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 do have access to my account and will consider this complaint resolved.
  
  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 tried on several occasions to update my phone number with Experian so that I can retrieve my credit report and score via ****************************, unfortunately, Experian has prevented me from updating my phone number to go through their Identity Verification process. This is also stopping me from retrieving my Experian credit report and score via www.annualcreditreport.com. Each time that I call Experian at ************** or ************** during their business hours, there's no live agent to speak with.

  Customer Answer

  Date: 10/17/2024

  October 17, 2024

  Dear BBB,

  Here's my written confirmation that I authorized the submission of this complaint and that I am requesting assistance from BBB.
  The detailed description of my particular concerns and/or interaction with Experian is that I am not allowed as a consumer to review my Experian credit report or Experian credit score because Experian will not update my telephone number to go through their online identity verification such as other consumers. I tried contacting Experian via phone on numerous occasions to no avail. 

  Thank you in advance for your assistance in this matter.

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

  Business Response

  Date: 10/22/2024

  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 October 22, 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:10/15/2024

  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 an unpaid account with ********************** and two free accounts I'm trying to register. I need to speak with an agent at Experian in order to receive my two free memberships, from the recent data breach, However, the automated AI won't transfer me to a real person. What good is a free subscription to this service if you can't register.

  Customer Answer

  Date: 10/17/2024

  I have two free subscriptions to Experian due to data breaches from ATT and Change  Healthcare . I need to speak with an agent from Experian to implement these subscriptions. The automated assistance will not forward me to an agent. What shall I do?

  Business Response

  Date: 10/25/2024

  Thank you for writing and expressing your concern regarding your membership with Experian(R). We show that the issue appeared to be resolved when we spoke to you on October 23, 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 expectation.

  Customer Answer

  Date: 10/29/2024

  
  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:10/14/2024

  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.

  In July of 2022, my identity was stolen by an individual who attempted to open several credit cards in my name. In response, I froze my credit with all three major credit reporting agencies. Experian unfroze my account when the fraudster used my information to open a direct account with them. After being confronted with evidence of the freeze, and a police report, Experian disabled the account. In August of 2024, I attempted to re-open the account and sent a formal letter, including all required evidence to Experian. I have yet to receive any reply or contact from Experian related to my letter or my attempts to re-open my account.

  Customer Answer

  Date: 10/15/2024

  1. I can confirm that I authorized the submission of this complaint and I am requesting assistance from the BBB.

  2. As noted in my complaint, I am concerned that Experian has failed to respond to me in a timely manner. In 2022, my identity was stolen and Experian allowed the fraudster to establish an online account that they used to repeatedly unfreeze my credit in order to attempt to commit credit card fraud. I confronted Experian with a ****************** Report and finally, after several communications, they froze the online account that the fraudster created using my information. In August of 2024, I sent a letter - including identification, bills, a copy of the police report, and a copy of an FTC report I had filed to Experian, requesting that they unfreeze my credit, and grant me access to the online account so that I could monitor my credit and freeze/unfreeze as I needed to. Now, more than 45 days later, Experian has failed to respond to my requests even though their procedures state they will resolve all complaints within 30 days. Experian caused me financial harm as I was denied a low interest car loan rate because Experian was unwilling/unable to assist me; between what they did in ********************************************************* my name and repeatedly attempt to commit fraud and then failing to respond to my formal demand letter in 2024, Experian has caused me great mental anguish.

  Business Response

  Date: 10/25/2024

  Thank you for writing and expressing your concern regarding your membership. Once we receive the requested information below, we can escalate your concerns to our engineers for further assistance.
  
  1. Copy of the social security card
  
  2.Front and back copy of the driver's license
  
  ******* of residency (either a bank statement or a utility bill)
  
  We will contact you for additional information or notify you when the problem is resolved after receiving the documents. We hope this information is helpful when considering this matter.

  Customer Answer

  Date: 10/29/2024

  I do not accept the response made by the business to resolve this complaint - the information they are requesting was submitted, by mail, overnight on August 22, 2024. That is the reason for my complaint, because they have failed to respond to the letter that was already sent.

  Business Response

  Date: 11/04/2024

  Thank you for writing and expressing your concern regarding your membership. We have escalated your concerns to our engineers for further assistance with your issue. Depending on our findings, we will either 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 voicemail message if you have any additional questions during the resolution process. We hope this information is helpful when considering this matter.

  Customer Answer

  Date: 11/04/2024

  The business indicated to call an agent at the number left by *********, but they have made no attempts to contact me. 

• Initial Complaint

  Date:10/11/2024

  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 information was leaked in August of 2024 in the Change Healthcare breach. To protect myself, I decided to set up accounts with the 3 ********************** bureaus and freeze my credit. ********** and Equifax allowed me to do that. Experian has not. For the last 2 months, I have been trying to make an account and verify my identity. Something in their information about me is incorrect and they are unable/unwilling to confirm my identity. I cannot reach anyone on the phone, their phone representatives are all robots that cannot help me and state as such, and if you remain on their line for too long and say "talk to a representative" too many times, it'll switch to Spanish and then hang up on you. I have tried every avenue to get ahold of someone and to fix this issue. I've submitted documents online and via mail, neither of which did anything--they never even confirmed that it was received. One time, they even updated my address (without me asking) and even then, they STILL could not complete my account. They are advertising DIRECTLY to people who were victims of the Change breach, but they cannot follow through. Lastly, the last robot/representative I spoke to just completely deleted my account instead of helping me. And then told me to try again in 24 hours, which did not do anything. I can't receive my credit report, I can't freeze my credit, I can't even see the information they have on file about me--I cannot make an account. But they have been spamming me with emails to buy their services, to complete my account (which I CANNOT do), to review their "customer **********************," etc. They have my contact info and are using it to mass email me, but I cannot login to get my credit report! They are withholding my information and my report and are refusing to allow me the avenue to try and figure out what the problem is. I don't know what else to do, I've contacted every number, email, and social media page I could find for them.

  Customer Answer

  Date: 10/11/2024

  I have been trying to make an account with ********************** to freeze my credit and view my credit report following the ********************** breach. I have tried countless times in the last 2 months to be in contact with Experian, and they are not allowing me to create my account and view my **********************. Their system has some sort of ir***arable problem that will not be resolved, no matter what I do. Every time I try to finish making my account or login, I hit some kind of oops, were experiencing an issue page or a pop up telling me to call the membership, with no explanation as to what the issue is. Their customer ********************** is  a phone system run by an automated voice that is unable to help (and will say so) and will refuse to transfer you to a person. If you stay on the line for too long, itll change languages and hang up on you.

  My account has been deleted 3 times, Ive tried multiple avenues and they are unable to let me through. First, I was told it was a system outage and to wait a few days. Then I was told that my identity couldnt be confirmed so I needed to submit documents. Then I was told that their online documentation system wasnt working so they had to delete my account (without asking me first) and have me mail in the forms. Then they didnt receive my forms so I had to confirm my identity on the phone (after begging the social media *** to give me a phone number to call) which I did. Then when I still couldnt log in, I needed to change the password, which I couldnt do. Then my phone number needed to be changed, then they deleted my account again, then after refusing to put me through to a supervisor, it was a system glitch and they needed to restore and delete my account for the 3rd time and have me try again in a few days. 

  Business Response

  Date: 10/31/2024

  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 October 30, 2023.  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.

  Customer Answer

  Date: 11/01/2024

  
  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:10/11/2024

  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 got an email from your company on October 10th 2024, saying "Account: your previously inactive account is now active". Didn't sound familiar so I DIDNT click the link and I logged into your website and it said "Dormant APPLE CARD/**************** Card is Now Active." ..... "An account is considered dormant after no activity is reported for 6 months. New activity was recently detected on a APPLE CARD/GS BANK USA Account." But My Apple Card hasnt been dormant for 6 months. I've been paying a bill for that credit card almost every month. So I called ***** and said did someone take out another ***** card in my name? and they said no. So I'm just really nerved this potentially false alert that Experian sent out. My card and/or account has not be inactive for 6 months. Please call me to provide better details regarding this so I can determine if this is identity theft, or misinformation on Experian's part. I tried calling you guys and i cant get past your ignorant robot gatekeeper. It kept saying "lets figure out why you're calling" "security freeze or fraud alert or order your credit report". I'm not calling for any of those reasons. And I can't get past that part and it wont let me speak to a human. And I dont have a ton of time during my day to stop what I'm doing at work to figure out how to get past your robot voicemail.

  Customer Answer

  Date: 10/11/2024

  You have my consent. further clarification on interactions with the business are detailed in the complaint.

  Business Response

  Date: 10/30/2024

  Thank you for your correspondence and for the opportunity to respond to your concerns. Dormant Account Alerts notify customers when there is activity on an account that was inactive with no balance for at least six months. If you havent already reviewed your statement with the creditor, please do so to verify the charges. Afterward, please review your Experian(R) credit report to verify that the information is all correct,accurate, and yours.
  
  Listed below is the dispute contact information for the Experian credit bureau:
  
  Online: ********************************************
  Mail:  ***********************, *******; 75013
  Telephone:  **************
  
  We hope the above information is helpful to you in considering this matter.

  Customer Answer

  Date: 11/02/2024

   but my account hasnt been dormant. it charges me like 99 cents or something like that every month and I pay it. so the fact that its supposedly undormant now for a payment I just made makes no sense because every month is the same: i pay my credit card every month on that account and theres money charged to that account every month.

  Business Response

  Date: 11/06/2024

  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: 11/07/2024

   You dont need "Written confirmation" that I authorized the submission. That's extremely excessive. As for "A detailed description of your own particular concerns and/or interaction with this business", all you have to do is read my complaint to have that information.

• Initial Complaint

  Date:10/09/2024

  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.

  Someone changed my personal information on Experian and I can't get on website. Was told to fax over social security card and license which I have done twice. It has been almost a month and it's impossible to get help. I'm so frustrated that now someone has copies of this information and no one knows where it is. I have called also. Finally got someone on the phone and she said her computer froze and she couldn't help me any further. I just am. Beyond frustrated. Why was it so easy for someone to change everything but I'm the one who has to prove my identity?? Ridiculous

  Customer Answer

  Date: 10/10/2024

  I'm not really sure what I need to do here? I'm giving permission for BBB to assist with my complaint against experian. *** butler 

  Business Response

  Date: 10/23/2024

  Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM. Your membership is currently being reset. We sent you an email requesting documents on September 14, 2024. Depending on our findings, we will either contact you for additional information or notify you upon resolution of the problem, once the documents are sent. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectations.

  Customer Answer

  Date: 10/23/2024

  while I appreciate the response my complaint is that I did fax over all requested documents twice to the fax number provided in that email. It has been almost 6 weeks and I haven't heard anything. I don't feel comfortable continuing to send extremely confidential information when no one can seem to locate it. I recieved a confirmation that it was sent so it is concerning.  It would be better if someone reached out to me and had me upload the required documents.  It was too easy for someone to go in and change my information in the first place. They should have had to prove themselves as well.

  Business Response

  Date: 10/29/2024

  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: 11/01/2024

  I'm not sending the same very confidential documents again. Experian should have a better system. This was very frustrating.  I'm done with it though for now.  The person has already had access for almost 2 months now.  I no longer care. 

• Initial Complaint

  Date:10/09/2024

  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 am trying to log into my Experian account to change my membership to a free plan. I am being forced to pay to access my account. I attempted to call to cancel and keep getting caught in a loop. I can't speak to a representative.

  Customer Answer

  Date: 10/11/2024

  I have repeatedly tried to sign into my Experian account to change my membership to a free plan but I am being forced to pay first in order to access my account. When I call the customer ********************** number, I am put through a loop and cannot reach a human agent to talk to. 

  I authorize the submission of this complaint and I am requesting assistance from the BBB regarding this matter. 

  Business Response

  Date: 10/18/2024

  Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM.
  Our records indicate that you ordered a trial membership on September 28, 2024.  Per your request, your paid benefits will cease, effective October 18, 2024.  You will continue to have access to your Experian(R) credit report and FICO(R) Score once every day, at no charge to you.
  
  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.
  
  At this time, we would like to express our regret that your experience with Experian CreditWorksSM may not have met your expectations or our standard of excellence.  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectations.

• Initial Complaint

  Date:10/09/2024

  Type:Product 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.

  Their needs to be better regulatory compliance for this company! It's IMPOSSIBLE to reach a live representative and consumers are given numerous bogus phone numbers (including their Corporate ********************* only to be annoyed by their automated system that keeps you in a loop then disconnect your call. This is the case with every phone number for this company.I signed into my account 9/5/2024 and did not ask for my account to be upgraded. Experian charged $24.99 on my **** card which is saved without my authorization. I could not reach Experian (by phone, emails, website nor chat box) so I had to dispute the charge with my bank in order to have funds refunded.I did notice an item was placed on my account and also, ********************** advised that my information is now on the dark web so I thought best to check all is three credit reports. I upgraded my account with **************************/3/2024. $29.99) was able to view my credit reports but only to receive an email 10/7/2024 stating my subscription was canceled. As of today (10/9/2024) I haven't been able to view any up to date reports nor received a refund!Your company should be centered around a customer ********************** mindset.We as consumers do not have the time to deal with organizations that shouldn't be in business if they are not going to help their customers resolve issues ( which some are created by your organization/data breaches)!Uncancel my subscription or refund my money!Do better Experian!! Please!!

  Customer Answer

  Date: 10/09/2024

  Uncertain what you are requesting from me  yes i submitted the Screen shots for proof.

  Business Response

  Date: 10/22/2024

  Thank you for expressing your concerns regarding Experian(R) CreditWorksSM. As requested,your paid benefits did cease, effective August 28, 2024.  You will continue to have access to your Experian(R) credit report and FICO(R) Score once a day, at no charge to you.
  
  We have, as a courtesy, issued a refund totaling $24.99 on September 5, 2024. Please allow 3 - 5 business days for these funds to be processed to the credit card 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.  We can improve our products and memberships through information provided by customers like you.
  
  We hope the above information is helpful to you in considering this matter.

  Customer Answer

  Date: 10/22/2024

  As stated ... I upgraded my account with  **********************  (10/3/2024. $29.99) was able to view my credit reports but only to receive an email 10/7/2024 stating my subscription was canceled. As of today (10/22/2024) I haven't been able to view any up to date reports nor received a refund!

  The transaction from September has nothing to do with this complaint  That was processed without my authorization. My bank researched and obtained the credit.

  AGAIN , Experian needs to ******** my account or REFUND my $29.99! I have already submitted the proof and  Experian is very much aware of this current issue! 

  Thank you 

  Business Response

  Date: 10/29/2024

  Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative left a voicemail requesting to reach you at 9:50 AM CST on October 29, 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: 11/04/2024

  I have attempted on numerous occasions to contact ******** **** with Experian consumer affairs to no avail.

  I have left numerous messages and asked if she was unable to return my call if there's someone else I could follow-up with. Ms. **** has not contacted me since she entered the original information.

  At this point I am asking for funds to be credited back to my bank account. No organization should be allowed to take funds and not provide services requested.

• Initial Complaint

  Date:10/06/2024

  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.

  Experian does not allow me to open my account on their website. The website always returns errors. I spent countless of hours with their representatives from different departments trying solutions that have not worked. The Experian employees are incompetent and ignorant resolving the issue.I ask Experian to assign a responsible person to me and help me with opening my account. The individual will need to troubleshoot the problems with Experian technical teams to get the issues resolved. I tried on my own for weeks so far and none of the persons I was endlessly transferred to fixed the issues. I am back where I started. I will file a lawsuit against Experian if this continues. I need to be able to manage my account online to freeze/unfreeze my credit report and ask for a copy of my credit report. I am legally entitled to be able to perform these tasks and Experian prevents me from it.

  Customer Answer

  Date: 10/06/2024

  I confirm that I authorized the submission of this complaint and I request assistance from BBB.

  I provided the description of the issue. There is nothing more to add. I am awaiting Experian to assign a person to manage the issue until it is completely resolved and until I confirm that it has been fully resolved.

  Thank you.

  Business Response

  Date: 10/22/2024

  Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative left a voicemail requesting to reach you at 2:00 PM on October 22, 2024. At this time, we would like to express our regret that your experience with Experian may not have met your expectation or our standard of excellence. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectations.

  Customer Answer

  Date: 10/22/2024

  That is not true. Nobody from Experian called me and nobody left any voicemail. Please have someone contact me.