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:09/22/2024

  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.

  Experian will not stop charging me for this service. I've tried a multitude of times to cancel it. They hide the process to cancel the service. A service I'm sure was a free service that somehow turned to a paid subscription. I don't want this. I haven't wanted it. Experian is making it extremely difficult to cancel this. They have no way on the website to cancel. They force you to call or write an email. But I had to use ****** to figure that out. Experian designed it this way. It is illegal for one and unscrupulous behavior. Fix it now! I want my money back and this service canceled.

  Customer Answer

  Date: 09/22/2024

  Yes, i wrote this. Experian is intentionally making it extremely difficult to cancel. I still haven't had it canceled. I can't afford it. 

  Business Response

  Date: 09/27/2024

  Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM.
  
  Our records indicate that you ordered a credit report and a trial membership on September 12, 2022.  The membership was not canceled;consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee on October 22, 2022.  Per your request, your paid benefits will cease, effective October 22, 2024.  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.
  
  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 after that unless and until the customer notifies us of their wish to discontinue. The consumer agrees to these terms when submitting their order.
  
  We issued a refund totaling $43.90 on September 27, 2024, as a courtesy. Please allow 3 - 5 business days for the funds to process to the credit card account.
  
  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 expectation.

  Customer Answer

  Date: 09/27/2024

  
  Better Business Bureau:
  

  Regardless of the fact that there is a way to cancel, it shouldn't be this hard. This is illegal and the practice needs fixed. 

  
  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:09/22/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel the fee for my "free" credit report for two months. They keep taking the money out of my account. I cannot sign in to my account now but the money keeps being taken out. I just want them to stop and return the money for the last two months.

  Customer Answer

  Date: 09/22/2024

  I've  tried to cancel my membership and an getting no where.

  Business Response

  Date: 09/27/2024

  Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM.
  
  Our records indicate that you ordered a credit report and a trial membership on July 8, 2024.  The membership was not canceled;consequently, per the published terms of our offer, the credit card provided was charged our monthly membership fee on July 16, 2024. As you requested, your paid benefits will cease, effective September 27, 2024.  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.
  
  Our website describes the offer, and the order form details its terms and conditions, including billing at the end of the trial and monthly after that unless and until the customer notifies us of their wish to discontinue. The consumer agrees to these terms when submitting their order.
  
  As a courtesy, we issued a refund totaling $49.98 on September 27, 2024. Please allow 3 - 5 business days for the funds to be processed to the credit card account.
  
  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 concern to your expectations.

  Customer Answer

  Date: 09/27/2024

  
  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:09/21/2024

  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.

  My Experian account was hacked where my ********** is change locking me out. Hackers then unfreeze my credit report and apply for credit. Occurred three times: Around July 15, 2024 (the date i submitted first case),Sept 3, 2024 (called immediately) and Sept. 21, 2024 (cannot get any real person at Experian despite posting weekend hrs. The first time I had to submit docs proving I was the real, second time they asked questions and once proved myself, they updated my account to correct email to change username and password. This 3rd time i cannot get anyone to help. I pay a 3rd party vendor that has agreement with Experian so I can relock my credit report through 3rd party app since lock out of Experian acct. Each time ********************** say its my fault, that my email was hacked. This is incorrect bc of security measures in place with my email provider, I verify only I have accessed my email account, and verified with email provider directly no hacking. At this point its either Experian inside job, Experian system hacked, or Experian employees breaking security protocols. Either way lack of security controls. Experian is not helpful even if you are able to get someone. You go round and round with automation system. This is not happening with my other credit bureaus accounts. This is ********************** issue and Experian will not help me to figure out what is going on to stop this. Also, when you do talk to a real person, they try to sell Experian full package for add. security. I am already using two step verification with my account and clearly is NOT working. I am at the point I will be seeking legal consultation as I cannot keep living like this. I have lost many work hours. I will also be filing complaint with the ****. ********************************* firm has published an article detailing this exact issue that others are experiencing. Experian needs to be help accountable. ****************************************************************************************************************

  Customer Answer

  Date: 09/21/2024

  I authorize the submission of this complaint and that I are requesting assistance from BBB with help with my Experian issue. Please see my original complaint for details. The first two times dealing with Experian was over the phone and opening a case.  Third time I cant get anyone to answer their phone. What else are you needing? 

  Business Response

  Date: 10/04/2024

  Thank you for writing and expressing your concern regarding your membership with Experian IdentityWorksSM. Your membership is currently being reset. Depending on our findings, we will contact you for additional information or notify you upon resolution of the problem once the documents are sent. 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: 10/04/2024

  this is the same response they sent me on my third hacking incident. I replied back to their email saying resetting was in the right direction but I wanted to know why this keeps happening and what new approach would be taken since clearly resetting my account did not work to prevent the hacking attempt #2 and #3.  I wanted answers and more assurances than a rest. Why is this keeping happening? I have confirmed through my email provider my email account is not being hacked.  I can forward the email with my questions I sent back to Experian on 9/24 which I have not heard back from. Let me know and I figure away to attend that email 

  Business Response

  Date: 10/07/2024

  Thank you for writing and expressing your concern regarding your membership with Experian IdentityWorksSM. Experian IdentityWorksSM prides itself on providing an excellent customer experience and vigilantly strives to provide the highest customer care and satisfaction standards. We appreciate the time you took to send us your comments and suggestions.  We value the input from our customers and assure you we will seriously consider the issues you presented to us.  It is through information provided by customers like you that we can improve our products and memberships.

  Customer Answer

  Date: 10/10/2024

  Experian did NOT address the issue. The message just said thank you for your input. They have NOT address my issue or the items I listed when filling out the BBB complaint. I DO NOT ACCEPT THIS LATEST EXPERIAN MESSAGE. 

• Initial Complaint

  Date:09/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to cancel my Experian Account. Online they say you have to call in to cancel your membership. I have called 6 times now, and I have chosen every option there is available on the automated call to try to cancel. nothing has worked. it keeps asking for my SSN and zip code for confirmation. I have entered that in multiple times, went through all the steps over the phone, and still nothing. I finally had it and said I want to speak to an agent, and the automated voice said I had to give a reason as to why I want to speak to an agent. I said I want to cancel my membership, then it went straight back to the beginning telling me I need to go to *********************************************************. that does not make sense, since it says on the website I have to call in to cancel. I went through this again and again. This company is making it impossible to speak to an agent to cancel my membership. The reason I want to cancel is I don't use my account at all for any reason. They have my credit card information on file, and I want it deleted. I have seen multiple issues on the internet with people having the exact same issue. at this point I don't know what to do since they won't let me talk to an agent.

  Customer Answer

  Date: 09/18/2024

  I authorize the BBB the submission of this complaint and requesting assistance.

  My concern with the company, **************************, is that I no longer want the service provided, and want to cancel my membership. They are making it so I cant delete my account. Their automated chat always says its not working at the moment. When I click on support, it says I have to call the number to cancel. Ive called countless times, and they dont allow you to speak with an agent. Everything gets redirected to go back to the website for help. I dont know what else to do, or if I can get help through the BBB. My credit card is on file, and I want my account deleted to get my card off of there system. I feel like this is a scam to get you to purchase their plan, and they dont let you cancel ur account. I have seen multiple complaints on the internet about this same issue. 
  

  thank you,

   ***** ******

   

  Business Response

  Date: 09/26/2024

  Thank you for writing and expressing your concern regarding your membership with CreditWorksSM. 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.  Per your request, your free benefits will cease, effective September 26, ******** can always reactivate your membership by signing in with the username and password that you selected previously. Thank you for your patience in this matter.

  Customer Answer

  Date: 09/27/2024

  
  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:09/16/2024

  Type:Order 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 unable to access my account with **********************. Calling their "customer **********************" phone number ***************) puts me into an automated phone system. That system is an endless loop that will not allow me to speak with an experian representative. It advises me to write a letter or "return to main menu" which I did several times with the same unsatisfactory result. Please help me find a way to speak with an Experian representative to resolve my membership issue.

  Customer Answer

  Date: 09/19/2024

  I am unable to speak with anyone at Experian regarding my credit account.  There is no access available to actually speak with an Experian representative.  Their phone system is designed to not provide access to an acutal person.  I want to know how to speak with someone at Experian.  Their business practice seems to be designed to not let this happen. 

   

  Business Response

  Date: 09/26/2024

  Thank you for contacting us regarding creating a membership on our Experian(R) website. Our records indicate that you do not have an active membership. To enroll, please visit **************************** and create a new membership.

  Customer Answer

  Date: 10/29/2024

  I did not receive satisfactory resolution to my compaint. BBB closed out the complaint assuming Experian's reply was sufficient. It was not. I have an account with ********************** already. They deny that, yet when I try to set up a "new account" using my existing account info they state that user name is already in use. Which is it Experian? Do I have an account or not? 

  Business Response

  Date: 11/04/2024

  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.

• Initial Complaint

  Date:09/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Every two or three weeks Experian boost keeps kicking off my banking information and telling me I have to reinstate it. I did not change anything on that account so don't use that as an excuse for why. This has been going on for over a year. You were also not doing the correct experience boost when you're supposed to. I know how many times I pay a bill, I know it's supposed to be on Experian boost when you're telling me it's not and I'm sick of talking to you people. You're going to be in compliance or don't use it. I want a call, I want to discuss this and I want it fixed once and for all please.

  Business Response

  Date: 09/23/2024

  Thank you for reaching out regarding your concerns with Experian BoostTM. An account must be a utility or telecom (mortgages are not included)with at least three bills paid from the connected bank account over the last six months in order to be eligible for Experian Boost.  Experian Boost also only picks up online payments and does not include check or cash payments.  Additionally, Experian Boost requires that you have online banking with your bank or credit union.  We cannot manually add accounts to your Boost program.  Once you establish a link with your bank and Boost by signing in with your bank credentials on our site, the accounts are then identified by our program and presented to you for verification. There are instances where Experian Boost is unable to identify certain utilities, and in these instances the feedback received is provided to our development team.  As we continue to improve it is possible that your utilities may become eligible. We suggest keeping your bank account connected as the system will continue to scan, and if at some point your utility or telecom payments become eligible you will be notified via email.
  
  

  Customer Answer

  Date: 09/24/2024

  The statement is absolutely ridiculous I specifically talked about Experian continually disconnecting my bank account and making me over and over an over a gun connecting it to my Experian account. This has to be the most incompetent, inept answer I have ever heard so I will take this step further and formal grievance with the consumer protection bureau and get them to fix it that way. Not one part of the answer pertains to the problem at hand and I don't appreciate them not calling me when I asked for a call back so I'm taking this to the government agencies that can hold them accountable!

  Business Response

  Date: 10/02/2024

  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.

• Initial Complaint

  Date:09/14/2024

  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.

  No options to turn on Multifactor Authentication or 2 Factor Authentication for customer account website access. With all the fraud going on it doesn't appear that Experian has added website security. They are negligent in protecting consumers credit files especially given how easy it is for anyone to lift a credit freeze or obtain consumer credit information. I have looked at the website and cannot find any place to activate this security feature.

  Customer Answer

  Date: 09/14/2024

  I have authorized this complaint.  The bottom line is that this credit bureau has no safeguards in place to stop unauthorized access to subscriber website access.  Anyone can log into my credit account, without any multifactor authentication and unfreeze a credit file or obtain consumer credit information.  They have no secondary protection for the consumer.  This credit reporting agency has a duty to protect consumer credit files and they are not doing so.  That is my complaint.  By God, you cannot log into the ******* website unless you receive a text confirmation and how much more important is a credit reporting agency.    They are not doing their due diligence, from an IT perspective, to protect their consumer customers.  They have already allowed themselves to be hacked.  How can they not have additional security at this point in time to protect the credit consumer? 

  Business Response

  Date: 09/26/2024

  Thank you for writing Experian(R) and allowing us to address your concerns. Our records indicate you are enrolled in our complimentary Experian CreditWorksSM Basic membership and this account is active. To set up 2-Step Verification, you will log into your current membership.  Go to the circle with your initials in it and find My Account.  Once you are on this page, scroll to the bottom of the page to locate 2-Step Verification.  You will activate the 2-Step Verification.  When you log out and start to log back in, the site will ask you if you would like to receive a text or call.  Make your selection and add the code when requested.  Then continue with the log in process. At this time, we would like to express our regret that your experience with Experian CreditWorksSM may not have met your expectation or our standard of excellence.  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

• Initial Complaint

  Date:09/13/2024

  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.

  I cannot view an updated report on my account nor dispute results. This has been an ongoing issue that's unresolved.

  Customer Answer

  Date: 09/17/2024

  I didn't ask for no refund from experian i'm not sure where that came into play. Obviously my screenshots show the reason which i've also stated in my complaint. Experian needs to make my credit report viewable on my experian account along with updating it which hasn't been updated since last year. Geez where did y'all get i was asking for a refund? This is craziness, the screenshots clearly shows my expeian dashboard with my outdated report that should be updated. 

  Business Response

  Date: 10/04/2024

  Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM. Our records indicate that you requested to cancel your free membership on August 14, 2023. To restart this membership,you must log in with the username and password you previously created. We hope the above information is helpful to you in considering this matter. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectations. 

  Customer Answer

  Date: 10/06/2024

  Why would I need a membership when i already have an account? What's the account for then? I never paid for a membership. 

  Business Response

  Date: 10/09/2024

  , 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: 10/10/2024

  Rejected the first time because the issue wasn't resolved and yet y'all give this robo response. 

• Initial Complaint

  Date:09/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9-12-2024 I received over 10 emails from Experian regarding my information, including my SSI number, being exposed on the dark web. I have been trying to talk to a customer ********************** representitive but I cannot. They tell me to go to their website and when I do follow all the steps it tells me my address is in the wrong format when it isn't. I have no way to get this corrected or to find out the extent of my breach. I am particularly concerned that my SSI benefits as well as my newly implemented ******** benefits will be compromised. I am at wits end trying to contact Experian about the ALERTS they sent me.Thank you

  Customer Answer

  Date: 09/12/2024

  Several times I have tried to call Experian. Each time I am told I cannot get to an agent because I don't fit the exact criteria to speak to a live agent. When I go to the webpage they suggest and enter the information they want on how to  put an alert out to various companies that my breach might have effected it continually states I did not put in my address correctly- which is not true.

  Business Response

  Date: 09/25/2024

  Thank you for writing and expressing your concern regarding your Experian(R)membership. Our representative attempted to reach you at 1:30 PM CST, September 25, 2024. When we did reach out the line disconnected. 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:09/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 called Experian 9/12/24 and asked why State Farm AT&T,Xfinity and Aep was dropped from my credit. I havent been late with these for over two years. The employee said I needed to call the business itself and ask why they did. So I called ********** and they said they dont do that. And that I havent been late. So I then called Experian boost and asked again. This associate said, it is where I have two in collections and the ones that closed was due to that. I asked what. He said they were under the impression that I would be late as well and that they closed them. I said that isnt correct and that the associates there arent trained properly or they have no understanding . My score has dropped about 30 points in the last three months. You just dont drop someones score over an assumption. I did tell him I was going to report them to the better business bureau today. I was not contacted by these businesses that they were going to do this. Experian took it upon themselves to do this. If I need to purchase a car in the future this would hinder me. So please help. Thank you.

  Customer Answer

  Date: 09/12/2024

  I dont understand this. I have no attachments  from Boost.
  Sep 11, 2024
  Since this bill is now removed from Experian Boost and your Experian credit file, your FICO Score could drop. If you didn't delete this bill yourself, it could be due to a duplicate bill, missed payments or because your account was disconnected.
  WHAT'S NEXT?
  Check out the credit history on your credit report for more Experian Boost to raise your FICO Score instantly.
  Try Experian Boost
  Learn more about credit
  Your ************ bill is removed from Boost.
  Sep 08,