Business Profile

Credit Reporting Agencies

Experian Consumer Services

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Reporting Agencies.

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

942 total complaints in the last 3 years.
382 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:08/13/2025
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.
Hi So I been trying to login to my Experian credit report for 5 years literately the email on the account is old I don't have access to it any longer when I lost my phone that was IT I couldn't login to that yahoo account any more on my laptop or on any other device which is the login on my credit report I tried password login reset they send codes and passwords to that old email that old on my account CANT LOGIN CANT SPEAK TO A LIVE AGENT ORDERED A CREDIT REPORT IT CAME TO MY EXS HOUSE CREDIT FILE EXPOSED HE OPENED IT THINKING IT WAS HIS CANT UPDATE NOTHING CANT DISPUTE ANYTHING AND ALL THIS IS HOLD ME BACK FROM BUYING A HOUSE I WANT TO SUE THEM FOR THIS I HAVE A RIGHT TO CORRECT INACCURCIES ON MY REPORT BUT CANT AND ITS BEEN FAR TO LONG IM SICK AND TIRED OF THIS BLOCK
Customer Answer
Date: 08/13/2025
I NEED THIS TO BE REMOVED FROM MY CREDIT REPORT ASAP ITS NOT MINE OR ITS BEEN SITTIN THERE TO LONG
Business Response
Date: 08/28/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R).Experian(R) prides itself on providing an excellent customer experience and vigilantly strives to provide the highest standards of customer care and satisfaction.

We will need verification documentation from you sent to Experian Consumer Affairs fax ************, by mail to *********************************, or you may upload at ************************************************************************;
Please refer to case 165509797. Once we receive your documents you will be contacted by phone to continue the process of assisting you with logging into your membership successfully. The documents needed will be:

Copy of a current utility bill
Copy of your social security card
Copy of your state issued ID card or drivers license
?
First, if you think you might be a victim of identity theft, you can place a free fraud alert or security
Or you may upload them at ************************************************************************;

Thank you for choosing Experian(R).
Customer Answer
Date: 08/28/2025
what any of this have to do with my login and them not answering the phone ever.
Business Response
Date: 09/01/2025
Thank you for bringing your concerns to our attention regarding Experian(R). We appreciate your feedback and have noted your concerns. To begin this process, we will need additional information. Once we receive the requested information, we can escalate your concerns for further assistance.

We will need verification documentation from you sent to Experian Consumer Affairs fax ************, by mail to ECA, ****************************, or you may upload at ************************************************************************;
Please refer to case 165509797. Once we receive your documents you will be contacted by phone to continue the process of assisting you with logging into your membership successfully. The documents needed will be:
Copy of a current utility bill
Copy of your social security card
Copy of your state issued ID card or drivers license

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:08/12/2025
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.
Experian is unreachable to resolve issue with my credit report. Their automated system simply hangs up on me. I submitted my latest utility bill , drivers license, and social security card to the fax number provided in BBB Complaint ID: ********. I couldnt submit my information directly to BBB because there is a disclaimer that PII is not accepted. Since faxing my information to the number provided in the previous compliant, they were supposed to delete the account after faxing my information so I could create a new account, but nothing has happened. This is awful, please help!
Customer Answer
Date: 08/13/2025
Yes I authorize submitting this compliant.
The origin of this compliant is that Im unable to check my experian credit report but any means, its impossible because there is no way to reach out for help, experians automated phone line simply hangs up on me. I received a, likely a spam call, that claimed Im in $7,000 in debt, that prompted me to check my credit report. Of the three agencies, two have been fine, but experian has been awful and still cant see my credit report.
Previously, I complained to BBB and the result was to fax my information to the number experian provided to BBB. BBB doesnt accept personal identifiable information, so BBB could t handle this part. So I faxed my latest utility bill, drivers license, and social security card to the number BBB got from experian and provided me so that they would do what they said, delete the account with inaccurate information so I could recreate the account. Nothing has happened. The existing account has inaccurate information preventing me for logging in or creating a new account because the verify information they show has a different phone number and email I dont recognize. Its been impossible to interact with experian, this is awful, please help normalize my experian account. I need to see my credit report doesnt have a bogus $7000 debt on it, be able to reprieve my free annual credit report, optionally freeze or unfreeze my credit. Please help!
Business Response
Date: 08/21/2025
Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM Basic. Your membership is currently being reset. We will email you once this is completed and you can re-enroll into a membership. We value the input from our customers and assure you we will give serious consideration to the issues you presented to us. It is through information provided by customers such as you that we are able to improve our products and memberships.
Customer Answer
Date: 08/25/2025
Hello BBB,
Im still experiencing the same issue. I cant log in or create a new account.
Thanks,
********
Customer Answer
Date: 08/25/2025
Hello BBB,
Im still experiencing the same issue. I cant log in or create a new account.
Thanks,
********
Initial Complaint
Date:08/11/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 14, 2025, I was charged $26.61 by Experian; I saw this charge in my US Bank account. I personally canceled my Experian membership the same week of that charge.On August 11, 2025, I called Experian to request a refund for the July 14 charge and to confirm my subscription was canceled. The representative confirmed cancellation and said the refund would be issued in 35 business days.However, about two hours after that August 11 call, I was charged another $26.61 which again showed in my US Bank account. This second charge occurred after cancellation confirmation and only 28 days after the first, which is outside a normal monthly billing cycle.I spoke with two separate supervisors, one named ***** and another whose name I do not recall. They said billing was processed through Apple Wallet, and when I gave my debit card number multiple times, they claimed no results showed up linked to that card despite billing me twice.Resolution Requested:Immediate refund of both charges ($53.22 total).Written confirmation all accounts linked to my name, email, phone number, and payment methods are canceled.Full explanation for why a charge was processed after cancellation confirmation and why my card could not be located in their system.
Customer Answer
Date: 08/12/2025
I am confirming that I authorized the submission of this complaint and that I am requesting assistance from the BBB in resolving my issue with Experian.

Detailed description of concerns:
On July 14, 2025, I noticed a charge of $26.61 from Experian in my ********* account. The same week, I personally cancelled my Experian membership through their website.

On August 11, 2025, I called Experian at 10:55 a.m. (12-minute call) this was my first time contacting them about the matter. I spoke with a supervisor who confirmed they had processed a refund for the July 14 charge and told me my subscription was fully cancelled.

Approximately 1418 minutes after the end of that call, at around 11:1011:13 a.m., I was charged another $26.61 through my Apple Wallet linked to the same debit card.

Later that day, I called Experian again at 5:31 p.m. (27-minute call) after discovering the new August 11 charge. I clearly explained that I had requested full cancellation earlier that morning. They told me they could not find any accounts linked to my debit card, despite the fact they had just billed me and claimed earlier to have started a refund for the July 14 charge.

I called again at 6:35 p.m. on August 11 and received the same response that no account was linked to my card even though I had now been charged twice and was already told the account was cancelled.

Attempts to resolve directly:
Yes I have spoken with multiple supervisors, including one named *****, and have made three calls on August 11 alone. Each time, they claimed they could not find any results for my card. I have requested a refund directly from Experian and am awaiting their response.

I am seeking:

A full explanation for why I was charged after explicit confirmation of cancellation.
A refund for both the July 14, 2025 and August 11, 2025 charges.
Written confirmation that my account is permanently cancelled with no future billing.

Business Response
Date: 08/20/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R)CreditWorksSM.

Our records indicate that you enrolled with CreditWorksSM Premium on July 6, 2025,followed by a request to cancel the membership on July 13, 2025.

Customer satisfaction is our priority. As a courtesy, we issued a refund of $26.61 on August 11, 2025 please allow 3 - 5 business days for these funds to process in your credit card account.

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: 08/21/2025

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:08/11/2025
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.
Back in February, I contacted Experian because they were linking my account with my mothers account. I spoke to a customer ********************** representative who didnt understandbecause they dont speak English or was able to solve my problem since then Ive gone onto my Experian account multiple times each time asking me my sign in and saying I have basic membership and asking me if I wanted to upgrade which Ive always said no Well I was going over my bank account. I noticed six charges of ***** from experian from the last six months I never upgraded or signed up for membership when I called after trying desperately to get through to a customer ********************** agent their customer ********************** agentsrefuse to help they gave me a one time courtesy credit for two months. I asked them multiple times if they could prove to me when I up if they had anything, there were no alerts no emails nothing that says welcome to experience or about my membership. I have not received anything from experian that a membership entitled me too. They have been fraudulently devoting my account for six months I wanted a refund. They agreed that there was somekind of error, but they would only authorize a two month refund. They still owe me four months of membership fees I want my $60 back I called to speak to a supervisor. The agent got on the phone and told me he was told by his supervisor to entertain me. I didnt know that this was ajoke and then I needed entertaining. His name was ***** ***** after I told ***** I was gonna file a complaint against him for saying he would have to entertain me. He then got his supervisor the supervisor used to provide me his name he got on the phone immediately shouting at metelling me that he was not going to refund any of my money and talked over me and refused to help or understand the issue when I told him about friends, he got nasty with me and told me there was nothing hes gonna do and he eventually hung up after we got into a heat exchange.
Customer Answer
Date: 08/11/2025
Back in February Experian began charging me ***** A month that was taken out of my checking account. I just noticed the transaction yesterday when I was reviewing my account and saw it went back six months when I checked my Experian history and alerts and my emails I have never authorized or upgraded my membership with Experian in fact when I called, they told me that I had a card on file that they used when I checked my account the car that they have on file the last four numbers do not match my debit card or my checking account so I dont know how they got my checking account number. I have never given them my checking account number I have never upgraded my membership with them when I call them. They were rude to me and their representative yelled at me the one representative fits told me that he was told by his supervisor to entertain me the supervisor then got on the phone and began to scold me and told me he would not be issuing me any refund as a credit Company Im extremely concerned that they have access to all my credit my card information and essentially theyre the ones who do the monitoring however theyre the ones committing the fraud. I had to stop payment on my card and file a dispute. I was looking for a refund of the $90 they started taking the money out of my account starting February 7 and the seventh of every month since then this was not authorized by me. I checked my alerts my emails and Ive signed in multiple times to experian since then and it always asked me if I wanna upgrade my membership and I always say no so if I did in fact upgrade, then why am I still not getting any of the benefits?
Business Response
Date: 08/20/2025
Thank you for informing us of your recent experience with Experian. We understand how upsetting a potential credit card fraud situation can be. ConsumerInfo.com(R), **** (CIC) is an affiliated company of Experian(R), the credit reporting agency, and in that capacity provides consumers with credit monitoring and internet access to their personal credit reports. Since you did not authorize these charges, we recommend that you contact your bank or credit card issuer directly to dispute the transactions. They will be able to initiate a fraud investigation and take the necessary steps to protect your account. Since you believe that the order was fraudulently placed with us by a third party, we encourage you to file a police report and to watch your accounts carefully in the event of other fraudulent use. We hope the above information is helpful to you in considering this matter
Initial Complaint
Date:08/11/2025
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.
Dear **** or Madam,Greetings. Im writing you today to respectfully request that you permanently remove the security freeze from my Experian Credit Report that I had placed on May 3, 2020. Since that time, my OLD profile email, phone number, and home address have all changed and Im no longer able to login to my account online, because 2-Factor Authorization looks to my old credentials to verify that I am who I am; and I cannot edit/update my profile! I have tried to update my profile at ************************************ to no avail; and I have also tried calling every phone number that I could find on your Website for help Numerous automated responses directed me to other choices and none were helpful, then your computer assistant hung-up my call, which to me was frustrating and disrespectful! Because I was not able to edit/update my profile to unfreeze my security freeze at your Website, or by phone, please see my NEW profile information listed below: Full name: ********* ***** ***** SSAN: *********** Complete address for the last two years: OLD address (from 1/2007 to 7/2020): *********************************** NEW address (from 7/2020 to present): **************************************************************************** phone: ************** NEW Phone: ************** Government Issued ID: Copy of Arizona Driver License ********* (enclosed) Utility Bill: SRP Account #: *********** Utility Bill (enclosed)Lastly, please update my profile and then provide me instructions, so that I may be able to login to my account to freeze/unfreeze my credit report in the future. Thank you.Sincerely,********* J. *****
Customer Answer
Date: 08/12/2025
You already have ALL of the information you need - with my previously submitted statement - to work my complaint & resolve my problem with Experian. If you require anything else, please contact me at **************. Thanks.
Business Response
Date: 08/21/2025
Thank you for bringing up 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. ************************************************** Basic is a free product that provides consumers access to their Experian credit report and FICO(R) Score daily, 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 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 by mail (ECA, ****************************).
Customer Answer
Date: 08/21/2025
As stated in my original letter to Experian, requesting to unfreeze my credit report, I DO have an account & my my ********************************************* is frozen! I COULD NOT access my account online, or by phone to edit my profile email & phone number, so I wrote a letter to Experian requesting that my profile be updated, so that I could unfreeze my credit report. Experian never responded, so I contacted the BBB. Today 8/21/25, I phoned ************** & once again the robot answered & there wasnt an option to speak with a customer ********************** representative; then robot hung up the phone! I then called again & attempted to unfreeze my credit report; robot stated there was no freeze on my account, or words to that effect. I would still like to hear from an Experian representative that my credit report is unfrozen; & that my profile information has been updated. Thank you.
Business Response
Date: 08/25/2025
Thank you for writing and expressing your concern regarding your membership with CreditWorksSM. Our records indicate you did speak to us, and we tried the enrollment process on August 25, 2025. Unfortunately,we were unable to process the enrollment at this time. Thank you for your patience in this matter.
Initial Complaint
Date:08/10/2025
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.
Account Creation and Log in inaccuracy.I have been trying to create an Experian account to monitor my *********************************************, identify any discrepancies, file any disputes if needed, and place a freeze on my Experian credit file. However, when going to create my account, the verification options available to verify my identity belong to a phone number and email address I do not recognize.This phone number and email do not and have not, at any time, belong to myself or a family member. Nor do I recognize any aspect of them. Because these are the only options to receive a code at and verify my identity, I am unable to monitor my report nor am I able to create an account with **********************. I have tried receiving a code and phone call to my phone number to create/log into my Experian account and neither of which has come through at ****** remedy the inaccurate and or fraudulent contact information on my account, I have called Experian's customer ********************** many times in hopes to get this contact information removed and the correct information on my account. All attempts to call have been met with an automated system that does not provide any options to speak to a real human being, nor does it provide an option to actually resolve my issue.The presence of these contact methods that do not belong to me are first very troubling as my identity may be at risk. Second, the inability for me to contact Experian directly is very frustrating and alarming that such possibilities don't even exist.I need the phone number and email address that is currently receiving all my my attempted verification codes to be removed from my profile and my accurate information to be replaced. Additionally, I need the verification codes that I am attempting to get delivered to me to actually come through. this has been an ongoing problem for months that has resulted in my identity and credit file being at risk.
Customer Answer
Date: 08/10/2025
I authorize the submission of this complaint and I am requesting assistance from BBB.

I have tried several times to create an Experian account and log into said account to monitor my **********************. Every single time I try to log in or create an account, the two-step authentication prompts me to send a text message, call, or email a phone number and email address that is not my own. Nor do I recognize or have ever been associated with them before. Thus, it made it impossible for me to monitor my Experian credit profile through their systems.

I have tried on multiple occasions to call during business hours and get this discrepancy resolved. However, the automated phone system gives no option to talk to a human being. Nor does this system actually make an effort to direct me towards or fix my issue.
Business Response
Date: 08/20/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R). If you believe that your profile credentials have been changed by an unauthorized third party, you may request that the existing member profile be deleted from our website. Once completed, you would then be able to create a new profile and reauthenticate your identity. To begin this process, we will need additional information. Please provide us with all of the following, along with a description of your request

Copy of your Social Security number card
Copy of your current drivers license or government-issued photo ID reflecting your current address
Copy of a current utility bill or bank/insurance statement reflecting your current address

Please fax the requested documents to: **************
ATTN: Experian Consumer Affairs (Ref# *********)

Or, you can mail to:
Experian Consumer Affairs
PO Box 2390
***************

Our customers are very important to us and we look forward to hearing from you with the information requested above. We apologize for any inconvenience. Thank you for your understanding and cooperation.
Initial Complaint
Date:08/08/2025
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.
Hello, I periodically check my ************************** credit report. Approximately 2 weeks ago I tried to access my credit report online but I could not log in, I tried several times, I tried resetting the password. Unfortunately, nothing I did allowed to gain access to my account. I called ********************** but they have an AI generated gate keeper that doesnt allow you to talk to any person. I tried researching Experians possible phone numbers online and called the phone numbers that I had found to no avail. I reaching out to BBB today to inquire about receiving assistance. If I cant log into my Experian, and I cant talk to a live person, I will never be able to access my account and verify the accuracy of my credit report. If possible, I would appreciate any help BBB can offer. Thank you!
Customer Answer
Date: 08/08/2025
Hello, I would like someone from Experian to contact me either through email or telephone to help me with account log in issues. Please.
Business Response
Date: 08/26/2025
Thank you for bringing up your concerns regarding Experian(R). We are in the process of forwarding a copy of your Experian report for review. There is no Experian membership for you showing on **************************** website. Experian CreditWorks Basic is a free product that provides consumers access to their Experian credit report and FICO(R) Score daily, along with monitoring alerts that are updated daily. It is portal through which consumers may log in to manage freeze, submit disputes, and review dispute results. To dispute possible inaccuracies on their credit file consumers must direct their requests to each individual credit bureau.

Experian(R)
Online *****************************************************************
Mail ********************************; 75013
Phone ************

Equifax(R)
Online ******************************************************************************************************************************************
Mail ********************************
Phone ************

TransUnion(R)
Online ******************************************************************************************************************************
Mail ******************************
Phone ************

When you contact the appropriate credit bureau to dispute information on your credit report, please supply account numbers and copies of any supporting documentation and request deletion or correction of the information you feel is inaccurate. The **** mandates that the credit bureau with which you placed the dispute must respond to your dispute by contacting the source and initiating an investigation. The credit bureau will ask the company or creditor to check their records to verify the disputed information. Within 30 days, the company or creditor must respond. The creditor or company may verify the item as accurate, or they may ask the credit bureau to update or correct the item. Upon conclusion, the credit bureau will contact you with the results of the investigation.
Customer Answer
Date: 08/27/2025
Hello, the problem is I cant register. Everytime i try to register and sign up. The system says cant process or other times it says in accurate information. I input the last 4 of my ssn & my phone number and still doesnt work. This is why I reached out to BBB, so someone from Experian can reach out to me and we can solve this issue.
Business Response
Date: 08/27/2025
Thank you for bringing up your concerns regarding Experian(R). We are in the process of forwarding a copy of your Experian report for review. There is no Experian membership for you showing on **************************** website. Experian CreditWorks Basic is a free product that provides consumers access to their Experian credit report and FICO(R) Score daily, along with monitoring alerts that are updated daily. It is portal through which consumers may log in to manage freeze, submit disputes, and review dispute results. To dispute possible inaccuracies on their credit file consumers must direct their requests to each individual credit bureau.

Experian(R)
Online *****************************************************************
Mail ********************************; 75013
Phone ************

Equifax(R)
Online ******************************************************************************************************************************************
Mail ********************************
Phone ************

TransUnion(R)
Online ******************************************************************************************************************************
Mail ******************************
Phone ************

When you contact the appropriate credit bureau to dispute information on your credit report, please supply account numbers and copies of any supporting documentation and request deletion or correction of the information you feel is inaccurate. The **** mandates that the credit bureau with which you placed the dispute must respond to your dispute by contacting the source and initiating an investigation. The credit bureau will ask the company or creditor to check their records to verify the disputed information. Within 30 days, the company or creditor must respond. The creditor or company may verify the item as accurate, or they may ask the credit bureau to update or correct the item. Upon conclusion, the credit bureau will contact you with the results of the investigation.
Initial Complaint
Date:08/07/2025
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.
This complaint is in regards to Experian Credit Service. I'm wanting to unfreeze my account but they have made it impossible to do this online or by phone. My guess is that this is a scam to beat people into submission to make them buy their monthly membership. Some of my information like address and phone number has changed, still I should have been able to resolve this issue with a reasonable company. But this is not the case with Experian. I need help from the Bureau. Thank you.
Customer Answer
Date: 08/07/2025
All that is requested here has already been submitted in my complaint.
Business Response
Date: 08/20/2025
Thank you for bringing up 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 *********************************************************************; 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 an Experian Service Account. ************************************************** Basic is a free product that provides consumers access to their Experian credit report and FICO(R) Score daily, 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 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 by mail (ECA,****************************).
Initial Complaint
Date:08/07/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I attempted to contact Experian to remove a freeze that I had placed on my credit, in order to apply for solar panels. I went onto their website. But the site said my password was incorrect. (I use two password managers, and they both agreed it was correct). They offered an alternative login method. That method offers to send a text, or a voice mail. Both times, and on the "try again" option, I never received a text or a phone call, despite the ** system assuring me that they had texted or called.. I attempted to call Experian, as an alternative. AG**N, it offered to send me text links, and/or instructions for sending a mail (via ***** to unfreeze my credit. AG**N, I received no texts or calls. The system offers absolutely no way for a consumer to reach a human being, who might understand the problem and assist. The system sincerely tells you how much they are dedicated to securing your data, but, apparently they also mean to secure your credit from yourself.I called at least 5 times. There is NO WAY to get through to a human. I kinda feel that this violates the civil rights of poor people who don't have texts, but, that isn't me, so, let that pass.(BTW, on the chance the problem was on my end, I removed ALL BLOCKED numbers for calls and texts, and disabled my automatic screening agent, so that it wouldn't get sidelined, if they were really trying.)I went online to see if I was in the minority, but Experian has innumerable complaints about not talking to a person. Most of those are about disputing a charge, again, not my issue. I simply cannot find a way to reset a password without requiring a text message that apparently Experian cannot send to me. (or isn't sending to me.)I would love nothing more than for them to contact me so that I can access my account to unfreeze my credit. (for comparison, both Equifax and ********** were easy to temporarily unfreeze my credit.)
Customer Answer
Date: 08/07/2025
I do not want money. All I want is for the company to contact me and fix the issue with their communications with me. Otherwise I cannot access my account or unfreeze my credit. A human being would be nice.
Business Response
Date: 08/20/2025
Thank you for bringing up 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 *********************************************************************; 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 an Experian Service Account. ************************************************** Basic is a free product that provides consumers access to their Experian credit report and FICO(R) Score daily, 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 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 by mail (ECA,****************************). Our records indicate you were able to successfully able to login on August 14, 2025. If you are still experiencing this issue, please reach back out to us. Thank you for your patience in this matter.
Customer Answer
Date: 08/20/2025

Better Business Bureau:
They told me that I had originally set up my account wrong. (huh, but well enough for them to have bad login data in my account) They deleted my account, and let me recreate a login.
It appears to have removed my regular issue. So, I accept that this is resolved. (bad customer **********************, but resolved.)

Regards,

***** *****
Initial Complaint
Date:08/05/2025
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.
Someone has created an account in my name and is using it to access my private information. After hours on the phone I cannot get thru to a real agent despite basic info - like my birthday - being incorrect in the recovery process.Someone is opening credit cards in my name, and the credit reporting agency is complicit in this identity theft.
Customer Answer
Date: 08/07/2025
I HAVE ATTEMPTED TO CALL AND SPEAK TO AN AGENT. THERE IS NO WAY TO RESET MY (FRAUDULENT) ACCOUNT BECAUSE THE CREATOR HAS USED A FAKE BIRTHDAY AND PHONE NUMBER WITH MY REAL EMAIL AND SOCIAL SECURITY.

I WOULD LIKE THE COMPANY TO 1) RESOLVE MY ISSUE 2) HAVE BASIC SECURITY MEASURES (A CREDIT AGENCY LET SOMEONE OPEN AN ACCOUNT WITH INCORRECT INFORMATION?) AND A LIVE AGENT WHO CAN ASSIST WITH FRAUD.
Business Response
Date: 08/26/2025
Thank you for bringing up your concerns regarding Experian(R). There is no Experian membership for you showing on **************************** website. We recently updated our processe. To add or remove a security freeze online, a consumer must visit *********************************************************************; Non-members will be prompted to create a free membership in Experian CreditWorksSM Basic. Experian CreditWorks Basic is a free product that provides consumers access to their Experian credit report and FICO(R) Score daily, along with monitoring alerts that are updated daily. It is portal through which consumers may log in to manage a security freeze, submit disputes, and review dispute results. To dispute possible inaccuracies on their credit file consumers must direct their requests to each individual credit bureau.

Experian(R)
Online *****************************************************************
Mail ********************************; 75013
Phone ************

Equifax(R)
Online ******************************************************************************************************************************************
Mail ********************************
Phone ************

TransUnion(R)
Online ******************************************************************************************************************************
Mail ******************************
Phone ************

When you contact the appropriate credit bureau to dispute information on your credit report, please supply account numbers and copies of any supporting documentation and request the deletion or correction of the information you feel is inaccurate. The **** mandates that the credit bureau with which you placed the dispute must respond to your dispute by contacting the source and initiating an investigation. The credit bureau will ask the company or creditor to check their records to verify the disputed information. Within 30 days, the company or creditor must respond. The creditor or company may verify the item as accurate, or they may ask the credit bureau to update or correct the item. Upon conclusion, the credit bureau will contact you with the results of the investigation.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Experian Consumer Services is NOT a BBB Accredited Business.