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.
383 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/04/2024
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 worked on this issue for 2 days. I have approx 10 to 12 phone numbers for Experian. With all of these numbers, I am unable to speak with a human. All I get is automated help. This will not work for my ******** issue is I am unable to get a copy of my husband's credit report. One person was able to tell me that the report is "not pulling correctly and that Experian needs to fix it".I am unable to talk to anyone about this issue. Can someone from Experian call me at ************. I also have an email: ************************ I am unable to get a mortgage because of the issue i am having.Also, if you have a ph no that works to speak to a human, pls let me know. I suggest you try the number first before giving it to me.
Customer Answer
Date: 10/05/2024
I have a complaint against Experian. I have been unable to talk to a person regarding my issue. I have been denied a mortgage because I can't get this report. I am desperate. Pls help.
Business Response
Date: 10/16/2024
We recently updated our processes for administering security freezes. To add or remove a security freeze online, a consumer must visit ****************************************************************************** Experian members will be prompted to sign into their membership. Non-members will be prompted to create a free membership in Experian CreditWorksSM Basic or to create an Experian Service Account.

Experian CreditWorks 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:10/04/2024
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 am attempting to lift a credit freeze on my account. **********************'s dual authentication system is not working, and I cannot reach a live person despite calling multiple numbers for the past hour.
Customer Answer
Date: 10/05/2024
I am the person that submitted the complaint. Contact me for additional verification.

*** ******
************
Business Response
Date: 10/14/2024
Thank you for writing and expressing your concern regarding your Experian(R) membership. Our representative attempted to leave a voicemail requesting to reach you at 11:50 a.m. on October 14, 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: 10/16/2024
I received the voice mail from ******** **** from Experian. I have since called her back four times at ************, the number she provided. I have only reached her voice mail and left her four messages.
Business Response
Date: 10/17/2024
Thank you for writing and expressing your concern regarding your Experian(R)membership. Our representative attempted to leave a voicemail twice requesting to reach you at 3:50 p.m. on October 17, 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: 10/17/2024
As per my previous response, I have left four messages for ******** **** with Experian at the phone number she provided on my voicemail *************). She has not called back since.

Thanks,
*** ******
************
Initial Complaint
Date:10/04/2024
Type:Customer Service 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.
On October 4, 2024, I attempted to cancel my Experian membership. I am unable to do so online via the website. I am unable to do so via the phone because the automated system sends you into a loop that never gives you the option to actually cancel the membership. The system offers the option to "cancel membership" but then proceeds to lock you into a loop of choosing the desired language (English) and back into the question about what help you need. There is no way to get a human to help. This is unacceptable.
Customer Answer
Date: 10/11/2024
Good morning. This is my response to your email requesting clarification...

RE:
-Written confirmation that you authorized the submission of this complaint and that you are requesting assistance from BBB
Yes, I did submit this complaint and I am asking for assistance for BBB
-A detailed description of your own particular concerns and/or interaction with this business
My detailed description was originally included but I will restate and add some details here:
On October 4, 2024, I attempted to cancel my Experian membership. I am unable to do so online via the website. I am unable to find on the website detailed instructions that allow me to cancel my membership. I am also unable to cancel my membership via the phone because the automated system sends you into a loop that never gives you the option to actually cancel the membership. The system offers the option to "cancel membership" but then proceeds to lock you into a loop of choosing the desired language (English) and back into the question about what help you need. There is no way to get a human to help. This is unacceptable. Experian should provide people with an easy way to cancel any products and memberships. Experian should provide easy access to a person for assistance. A "phone tree" is not an acceptable mechanism for assisting people.
Thank you.

Laura Baker
Business Response
Date: 10/18/2024
Thank you for writing
and expressing your concern regarding your membership with
Experian CreditWorksSM. We
will cancel your free membership effective October 18, 2024. This membership will provide you access to your
Experian(R) credit report and FICO(R) Score once every day at no charge. At
this time, we would like to express our regret that your experience with
Experian CreditWorksSM may not have met your expectations or our standard of
excellence. We strive for exceptional customer satisfaction and hope we
have addressed your area of concern to your expectations.
Customer Answer
Date: 10/20/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22380731, 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,

Laura Baker
Initial Complaint
Date:10/03/2024
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.
On 10-23-2024 I had money removed from my checking illegally. I was told to freeze my credit at all three credit bureaus. I froze my credit at ********** and *******. I froze my credit by phone and opened an online account at both. No problems. I froze my credit by phone at Experian. Here's where the nightmare begins. I called the next week to double check to see if it was froze. Experian said I need to enter a pin. I never got a pin. I tried to open an online account per the site it sent me on my phone. I had to manually enter the address because I don't have a smart phone. All the times I did it, I got a "something went wrong" message. I've tried on the phone for two days now. There is no way you will talk to a human being. I've tried like half a dozen phone numbers they have listed. Experian just has you going in circles. I got to one part where Experian was wanting to charge $30 a month to open an account. Transunion and ******* didn't do that. At this point I don't know if I froze my credit or not because I don't have a PIN # that was never gave to me. I have identity protection from Identity Guard. I called them for help. They said they have got the same calls about Experian problems by other people. They said they had no idea on how to get on their site. All I want is to know if my CREDIT IS FROZE OR NOT and how to open an internet account. If it is frozen, HOW DO I UNFREEZE IT? Someone would be crazy to pay them $30 a month for the Helter Skelter way they operate. This place beats anything I've ever seen. PLEASE warn people about this business. People should just freeze their credit using Transunion and Equifax and stay away from Experian. I'm 72 and I've never seen anything like this.
Customer Answer
Date: 10/03/2024
I authorize the BBB to move forward with this complaint
Business Response
Date: 10/10/2024
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
www.experian.com website. We recently updated our processes for administering
security freezes. To add or remove a
security freeze online, a consumer must visit www.experian.com/freeze. 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.
Experian CreditWorks 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 (866-617-1894) or mail (ECA, PO Box 2390, Allen, TX 75013).
Customer Answer
Date: 10/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22377297, 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,

Michael Lucas
Initial Complaint
Date:10/02/2024
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.
Over several days, I have been trying to log into my account at ********************. The website puts me in a loop that ends with an error statement. I have changed my password and I have tried every phone number but cannot speak to a human and cannot get help from their repetitive circular computer suggestions.
Customer Answer
Date: 10/03/2024
I have no documents to attach. I am unable to log into experian and cannot get the help I need to see if my prior freeze is still in effect. The other credit bureaus still have my freeze in effect,which is what I want, but experian has me in a loop that I cannot escape and the computer responses do noy address my issue.
BBB has my permission to do whatever is necessary.
Business Response
Date: 10/07/2024
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 www.experian.com website. We recently updated our processes
for administering security freezes. To
add or remove a security freeze online, a consumer must visit
www.experian.com/freeze. 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. Experian CreditWorks 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 (866-617-1894) or mail (ECA, PO
Box 2390, Allen, TX 75013).
Customer Answer
Date: 10/08/2024
I do have an account with Experian and was given a a 10 digit pin number, as was my wife. While I was able to log onto Experian today, after prior hours of attempts before contacting BBB, I feel BBB should keep a record of my problems with Experian as I cannot believe I am the only one. However since I was able to confirm my account is frozen, which Experian should know, I am satisfied.
Thank you.
Business Response
Date: 10/10/2024
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 8, 2024. If you are still in need of help regarding
this issue, please reach back out to us. At this time, we would like to express
our regret that your experience with Experian may not have met your expectations
or our standard of excellence. We strive
for exceptional customer satisfaction and hope we have addressed your area of
concern to your expectations.
Customer Answer
Date: 10/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22369996, 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,

William Brown
Initial Complaint
Date:10/02/2024
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.
Experian has been charging me $27.05 every month for numerous months now even though I have never had a paid membership with them. My profile membership states that I am on the free membership and should not be paying anything. I have tried to contact this company but they only offer automated services which are unable to help me. The automated service refused to transfer me to an actual agent in order to address the issue. I would like reimbursement for all previous monthly charges and for any reoccurring charges to be canceled. I do not want to have a membership with this company.
Business Response
Date: 10/28/2024
Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM. Our website fully describes the offer, and the order form details the terms and conditions, including billing at the end of the trial and monthly thereafter unless and until the customer notifies us of their wish to cancel. This was agreed to when submitting the order. Our records indicate that you and ******* enrolled with CreditWorksSM. The membership was not canceled within the trial period. Consequently, per the published terms of our offer, the credit card provided was charged our monthly membership fee of ***** on November 13, 2023, for her account. On October 22, 2024, we received notification from you to cancel the memberships. As a courtesy, on October 28, 2024, we issued a refund of the monthly membership fee of $54.10. Please allow 3 - 5 business days for these funds to be processed to your credit card account.
Initial Complaint
Date:10/01/2024
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.
They keep trying to charge me $24.99 for the next month and I sent them at least 3 emails saying I want to cancel. I never willingly signed up for their subscription, I only entered a free trial, so I never agreed to this subscription. I cannot cancel it because when I sign in, it does not give me the option to. It only gives me the option to enter my payment method for the next month. I remember not being able to cancel the trial because their website didn't let me. I wasn't happy with their services.
Customer Answer
Date: 10/01/2024
Experian won't cancel my account when asked 3 times.
Business Response
Date: 10/07/2024
Thank you for writing and expressing your concern regarding your membership with CreditWorksSM. Your paid benefits will cease, effective October 7, 2024, as requested. You will continue to have access to your Experian(R) credit report and FICO(R) Score once every 30 days at no charge to you. At this time, we would like to express our regret that your experience with Experian CreditWorksSM may not have met your expectations or our standard of excellence. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectations.
Customer Answer
Date: 10/07/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Night Yokoyama
Initial Complaint
Date:09/30/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up on the app to put a freeze on my credit due to being hacked. I needed to remove the freeze due to me purchasing a new car. The app didnt recognize my login or identifiable information and then locked me out.I have called the customer support and technical support number and only an automated prompt works, it doesnt allow you to speak to a live person. I tried for an entire week. I sent an email to ********************************* which is listed on their website to troubleshoot on any issues with their app and o got a response saying that email and team had been decommissioned since July 2024.I sent several messages for a week to Experian_US dm to get assistance and no one has helped! I havent had a response in 4 days. I need to access my account immediately to remove the freeze to purchase a new car asap as I need transportation due to car issues.
Customer Answer
Date: 10/01/2024
I would like to speak to a live representative that can troubleshoot my issue getting into the app so I can remove my credit freeze.
Business Response
Date: 10/08/2024
Thank you for writing and expressing your concern regarding your Experian(R)membership. Our representative left a voicemail requesting to reach you at 10:00 AM on October 8, 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: 10/10/2024

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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** ****
Initial Complaint
Date:09/30/2024
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.
The phone number in my membership is an old phone house phone number I no longer have. I have tried numerous times to correct this and they keep putting me to an automated system that only says to log into my account to make changes. The issue is that to log into my account I input my user name and password and then the system wants to do a second security check by calling or texting the phone number which no longer exists. I have tried to speak to an agent which the system says it cant transfer me to. They only have online chats for business accounts so they will not help. I looked for some type of email but they dont show one that I can find.
Customer Answer
Date: 09/30/2024
I need Experian to contact me either by phone (206-293-2926) or via the email they have on file so that I can get past their automated answering system. The phone number in their system is my old house phone number which I cancelled a long time ago. It needs to be corrected to my cell number so I can sign into my account. Their automated system will not put me to an agent and all the automated system tells me to do is to make corrections via signing into my account which I can’t do because of the phone number. I spent over 3 hours trying to reach a person to help but kept going in the same circle. I also looked through their website to find some kind of email or address to send a correction in to, but was unable to find any customer service contact information other than the automated system phone number.
Business Response
Date: 10/11/2024
Thank you for writing and expressing your
concern regarding your membership with Experian(R). Our representative
attempted to leave a voicemail requesting to reach you at 11:00 a.m. on October
11, 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: 10/16/2024
If you really did attempt to leave a voice message on October 11th as you state and were unable to leave a message, it would be because you continue to use phone number 206-789-1832. This number WAS my house phone that is the crux of this complaint and issue with Experian. I retired at the end of May and did not need a house phone anymore so that number was cancelled. I have tried numerous times to add my long-time cell number into your system and have been unable to since your system will not let me sign in without trying to send a message to that home phone number that does not exist anymore. In addition, your voice system will not let me actually speak with a person to resolve this issue. If you would contact me at my cell number 206-293-2926 this issue could easily be resolved. I have any and all personal information that you would need to make sure that I am not a fraudster including the pin number to release the credit freeze I have on file with you.
Pamela J. Anderson
Business Response
Date: 10/17/2024
Thank you for writing and expressing your concern regarding your
membership with Experian(R) CreditWorksSM. We show that the issue appears
resolved and we helped you update your phone number on your membership. 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: 10/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22360295, 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,

Pamela Anderson
Initial Complaint
Date:09/27/2024
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 is my second attempt at a resolution with Experian. Someone has stolen my identifying information and attempted to open credit cards in my name. I was able to work with those credit card companies but I was not able to successfully work with experian to access my credit account. The person who stole my information has created an experian account in my name. I have repeatedly tried to reach a live person to no avail. I have also tried to go through their online process to me met with 404 errors repeatedly. Bottom line experian has been no help in my attempt to reclaim my credit account access. The last time I submitted a complaint their representative simply said that the problem had been fixed and I should try to sign up again. This was not productive as I tried to sign up an got the same account errors. Again all I would like is to speak to a live person to rectify this issue. As it stands now experian has allowed a bad actor to access and keep control of my credit information without giving me a practical path to resolve this issue
Customer Answer
Date: 09/28/2024
I am confirming I would like the BBB’s help in communicating with Experian

my concerns have been the same experian offers no option to speak to a real person. And even trying to reset my password no call or text was ever sent to my phone as their website describes

the first complaint I filed the experian representative ignored my repeated requests for a phone call and just provided the previously unhelpful stock answers
Business Response
Date: 10/10/2024
Thank you for writing and expressing your concern regarding your
membership with Experian(R) CreditWorksSM. We see that the issue appears
resolved when you enrolled in a new membership over the phone today with me. 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: 10/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22350732, 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,

Ryan Hill

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