Business Profile

Credit Reporting Agencies

Experian Consumer Services

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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

942 total complaints in the last 3 years.
380 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:08/04/2025
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.
Date: Aug 4, 2025 I cannot reach a real person via phone to verify my identity to open an Experian account. Every time I call, the system asks for my information and then directs me to the website and hangs up. How am I supposed to open and access my account when the website is telling me to verify my identity by calling their number but not letting me speak to someone who can do this?
Customer Answer
Date: 08/06/2025
I authorize the submission of the complain and I am requesting assistance from BBB.
Due to a data breach of my name and social security number by ***, I went to the Experian website to create an account to freeze my **********************. However, I could not as the website could not verify my information (I've been living abroad and came back to the ** with a new phone number) and requested I call ************ for assistance. However, when I called, an automated system verified my information and then told me to go to the Experian website as the website has everything I need to take any action such as freezing my account.
Basically I'm stuck in a neverending loop of the website tells me to call their support line and the support line tells me to go to the website.
As this involves my credit and identity possibly being stolen, I really need urgent support from a representative from Experian to verify my identity so I can at least create an online account to freeze my ********************** and set up a fraud alert.

Business Response
Date: 08/25/2025
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.

In accordance with federal law and the Terms and Conditions on our website, we use security measures designed to protect the consumers privacy and to safeguard consumers information. We employ an authentication process to verify the consumers identity for access of their report online. Additionally, not every consumer is guaranteed online access to their credit report; that is why we also offer the option of writing in to request your credit report. In response to your specific concerns, we wish to emphasize that while our online enrollment form does require a phone number (landline or cellular) for receipt of authentication passcodes, a smartphone is not required to enroll.

We apologize for any difficulties you might have experienced while trying to obtain your credit report. Because customer ********************** is our top priority, we are in the process of forwarding a copy of your Experian report for review. Please allow up to 10 business days for mailed correspondence to arrive.

If any information is inaccurate, you may log on to ***************************************************************** or contact us at the toll-free number on your credit report to initiate a dispute. Any supporting documents may be uploaded securely at ********************************************************************;

We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.
Initial Complaint
Date:08/02/2025
Type:Order 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 cannot login to my experian membership because its asking me to pay. I dont want to pay. Please downgrade my membership forthwith because you are prohibiting me from accessing my credit file. Why dont I have the ability to downgrade my membership myself? This is a sham to attempt to increase revenue for Experian. This is causing an undue delay to my credit report access. Downgrade my membership now!
Business Response
Date: 08/20/2025
Thank you for writing and expressing your concern regarding your membership with CreditWorksSM. Our records indicate you were able to successfully able to login on August 20, 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
I was only able to downgrade my experian membership to the free version after calling different departments in order to get warm transferred to membership. However, my valid complaint is unresolved and experian has failed to respond to my complaint appropriately. My complaint stated: when I attempted to login to my membership, Experian did not allow me to downgrade my membership myself. I was forced to pay in order to continue or Id have no access. Experian intentionally makes it difficult to cancel at this point (its their attempt to increase revenue). This is inappropriate. In addition, when I called the *** and said membership cancelation the *** said I did not have an Experian membership and directed me to Experians website, then the *** deliberately disconnected making it impossible to speak to an Experian membership agent. This is egregious. I ask Experian to read my complaint this time and make it easier to get to a membership agent by phone and allow consumers to downgrade their membership when payment on file is past due.
Business Response
Date: 08/25/2025
We appreciate your feedback and have noted your concerns. 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:07/31/2025
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.
I am writing to express my frustration with an issue on my Experian credit report. As a loyal Experian customer, I expect this issue to be resolved quickly.Lately, Ive noticed that my credit report isnt showing up correctly. Every time I try to access it through your online platform, I get an error message saying my report "can't be calculated." This has been happening for a while now, and it's causing me a lot of stress and inconvenience.Please restore my Experian consumer report as per FCRA guidelines for data furnishers.
Business Response
Date: 08/06/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R) IdentityWorksSM. We show that the issue appears resolved when you logged into your membership on August ******. If you are still in need of help regarding this issue, please reach back out to us. At this time, we would like to express our regret that your experience with Experian may not have met your expectations or our standard of excellence. We strive for exceptional customer satisfaction and hope we have addressed your concern to your expectations.
Initial Complaint
Date:07/26/2025
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.
Be advised that I recently changed my phone number and need to update my new phone number with credit reporting agencies. I have no access to my credit report because the ************************** automated robot is attempting to send me a security code to the invalid phone number. I have called Experian multiple times but the automated system again will NOT connect me to a live agent. It is extremely frustrating and time consuming. My account is with ********************** is now locked because I have tried login to my account so many times.
Customer Answer
Date: 07/28/2025
I WANT EXPERIAN TO UPDATE MY PHONE NUMBER TO REFLECT THE PHONE NUMBER ************. I ALSO WANT A EXPERIAN REPRESENTATIVE TO CONTACT ME BY PHONE .
Business Response
Date: 08/08/2025
Thank you for writing and expressing your concern regarding your membership. We show that the issue appears resolved by us updating your personal information over the phone on August 8, 2025. If you are still in need of help regarding this issue, please reach back out to us. At this time,we would like to express our regret that your experience with Experian may not have met your expectations or our standard of excellence. We strive for exceptional customer satisfaction and hope we have addressed your concern to your expectations.
Customer Answer
Date: 08/08/2025
I have tried multiple times to log into my account with ********************** after speaking by phone with ******** at Experian today and still I can not login in.
Business Response
Date: 08/12/2025
Thank you for writing and expressing your concern regarding your membership. We have escalated your concerns to our engineers for further assistance. We will email or call you to notify you of the resolution of the problem. We hope this information is helpful when considering this matter.
Initial Complaint
Date:07/22/2025
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.
I am not exactly sure what you want me to say, I have been an American All My Life speaking basic plain English. Although I hold a master's degree in information system security I know how to make things plainer, so I don't speak about people's head. What I wrote was plain and simple and to the point. I am not sure what else I'm supposed to say that would let you know that Experian's plan to not use human operators is a horrible plan and does not work. they're automated Operator just hangs up, she's done it five times to me. Therefore not getting my business along and experience still charging me 27 dollars for some service that I'm not getting to enjoy. I need for Experian to have an operator or someone contact me so we can fix this account you can't fix it with a robot you can't tell someone to go online if I can't log on, very laughable and Experian sounds very stupid. Unfortunately, their system is telling me that my phone number no longer works that means I've been hacked somehow for the third time with Experian. I'm trying to fix my account so I can check my credit to make sure there's no other damage and I can't do so because I can't log in.
Business Response
Date: 07/31/2025
Please note that this is not the appropriate channel for submitting disputes regarding credit report information. While we appreciate your inquiry, we are unable to accept this dispute as an actionable request through this channel.

If you believe that any information in your personal credit report is inaccurate or incomplete, you must contact Experian directly through one of the following official methods:

Online: Visit the secure dispute portal at ****************************************************************
Phone: Call the number listed on your Experian personal credit report
Mail: Write to P.O. Box ********************
When submitting a dispute, be sure to include: The account name and number of the item being disputed
A clear explanation of why the information is believed to be inaccurate

Under the federal Fair Credit Reporting Act (FCRA), Experian is required to reinvestigate disputed information free of charge. The dispute process may take up to 30 days (or 45 days if the dispute involves your annual free credit report). Once the investigation is complete, Experian will notify you of the outcome. For your protection and to ensure proper handling, please use only the official channels listed above to submit any disputes.
Customer Answer
Date: 08/04/2025
I have been using the same phone number since 1997. I tried multiple times to log in to my Experian account that I pay for monthly. I have been unable to login because Experian has an bot that answers the phone and hangs out if you do not talk to she in her language. I have things that I need to get done, I need to speak with a person. Experian has made this very difficult. I tried to use my phone for verification and Experian say that my phone is no longer on file. I it will not let me talk to someone to fix it. The worse service ever. You can not bot everything.
Business Response
Date: 08/05/2025
Thank you for writing and expressing your concern regarding your membership with CreditWorksSM Premium. Our records indicate you were able to successfully able to login on July 23, 2025. If you are still experiencing this issue, please reach back out to us. Thank you for your patience in this matter.
Initial Complaint
Date:07/21/2025
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.
Today, I discovered that I cannot access my account and the ********************** website doesn't recognize me even when I provide personal ID information. I was unable to speak with anyone at several numbers including Corp HQ. I think my account was hacked. I need to know what I need to do to regain access but have no way to speak to anyone which seems to be a persistent problem with Experian.
Customer Answer
Date: 07/22/2025
I discovered that I cannot access my account and the ********************** website doesn't recognize me even when I provide personal ID information. I was unable to speak with anyone at several numbers including Corp HQ. I think my account was hacked. I need to know what I need to do to regain access but have no way to speak to anyone which seems to be a persistent problem with Experian.

The IVR at their customer "**********************" phone number requested lots of personal id information including my PIN # and then simply ************************ me to the website which doesn't recognize me even when I provide my SS# and DOB. The website says it has sent a text or voice code to reset my password and username but no message is received. It looks like I'm a fraud attempt victim and my ********* been corrupted.
Attempts to call their Illinois or ********** offices resulted in robo-hang-ups, just like the main customer "**********************" line.
The best part is that when trying to leave a message on the website's Contact Us page it switched me to ** although I'm in **. But that, at least, got a response with a reference number along with the disclaimer "Well aim to respond to your query within three days, however were currently experiencing high demand and our response times may be longer than usual." Experian reverence #********
I received a response from Experian using ******** Chat in which "*********" told me that they discovered that my account - which I've had for several years and last used in Feb 2024 to temporarily unfreeze my account when buying a car was "improperly" configured on enrollment, that Experian has cancelled it (what does that mean - there's no freeze now?) and that I had to re-enroll after waiting 72 hours (why the delay - so that it requires my not filing this complaint before 3 days expires?)
The entire episode reeks of malicious incompetence. Please help.
Business Response
Date: 08/04/2025
Thank you for writing and expressing your concern regarding your membership with CreditWorksSM. Our records indicate you were able to successfully able enroll on July 25, 2025. If you are still experiencing this issue, please reach back out to us. Thank you for your patience in this matter.
Initial Complaint
Date:07/21/2025
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.
Like many others, I am having login issues to the Experian web site. I would like to unfreeze my credit report for a business to check my score. Have not used it in a long time and wanted to change password. Well, if you don't have the same phone and email as when you registered, your out of luck. Tried calling their so-called customer support line and get an AI response. At no time will this system connect me to a person. With all the others that have the same issue, this should have been resolved or taken to court. Need resolution!
Business Response
Date: 08/12/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative left a voicemail requesting to reach you at 11:20 am central time on August 12, ******* this time we would like to express our regret that your experience with Experian may not have met your expectation or our standard of excellence. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.
Customer Answer
Date: 08/22/2025

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:07/21/2025
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.
Experian has been charging me $24.99 for about 4 1/2 years. I cannot sign in to online, cannot talk to anyone on the phone and cannot even update my profile. The automated insist that I don't have an account, so I want a refund and to be contacted by a actual person.
Customer Answer
Date: 07/22/2025
I'm not sure what you are asking for
Business Response
Date: 07/25/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R)IdentityWorksSM.

Our records indicate that you enrolled with IdentityWorksSM on April 7, 2021. Customer satisfaction is our priority. As a courtesy, we issued a refund of $149.94 on July 25, 2025.Please allow 3 - 5 business days for these funds to process in your credit card account.

Our representative left a voicemail requesting to reach you at 11:45 AM CT on July 25, 2025. At this time, we would like to express our regret that your experience with Experian may not have met your expectation or our standard of excellence. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.
Customer Answer
Date: 07/30/2025
I have been unable to reach anyone, but received a message that a refund was made to an account that no longer exist
Business Response
Date: 08/04/2025
Thank you for the opportunity to address your concern. Upon researching, we show that your bank has accepted this refund, we recommend that you contact them as it relates to this matter. Our representative left a voicemail requesting to reach you last on August 4, 2025. We apologize for any inconvenience or misunderstanding; 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 give serious consideration to the issues you presented to us. It is through information provided by customers as you that we are able to improve our products and memberships. We hope the above information is helpful to you in considering this matter.
Initial Complaint
Date:07/17/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am trying to change my phone number on my account but this is impossible to do online as the only way they can verify my is using a text message to my old number, it is impossible to do through phone since the only way to get me to an actual person is to verify me through a text message. Their whole process to reach a living person is ridicoulous
Customer Answer
Date: 07/18/2025
I authorize the submission of this complaint and I am requesting assistance from the BBB.
This complaint is in regard to the terrible custom service from Experian. They have made it impossible to change something as simple as a phone number in order for me to access my account. I was able to do this in minutes with the other credit bureaus but I spent an hour with Experian getting nowhere
Business Response
Date: 07/25/2025
Thank you for writing and expressing your concern regarding your membership with CreditWorksSM. Our records indicate you were able to speak to us and we updated the phone number on the membership on July 25, 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: 07/27/2025

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. I would add that I think it is ridiculous that I had to submit a BBB complaint in order to do something that took the other credit agencies minutes to resolve.

Regards,

******* ****
Initial Complaint
Date:07/15/2025
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 had an account with ********************** for many years. When the account was set up we had a landline and used that as the primary contact number. We have since discontinued the landline and use mobile phone only.I have been receiving numerous email alerts from Experian regarding activity on my account. I have tried in excess of 30 times via the web or the Experian app to access my account. Every time I try an access I get the automated bot that says they need to verify my identity using a text or call to the phone number on file. I cannot receive a text or call to a discontinued phone number. As a result I cannot access my account to change the number to my mobile ********* noted I have been trying numerous times to talk with someone at Experian. The email responses I have received back from Experian have directed me to contact their customer ********************** number which puts me in the loop again. They have said they cannot make an outbound call to assist me. Today I was told to call the customer number and state that I wanted to make a dispute on my account. That did put me in touch with an individual with the Dispute team. I did this three time. I was told that my issue was with Membership and that I would need to call and speak with them. I was also told they could not transfer me to a live agent. I was then transferred to the customee service number where the process started all over again.I believe I have a simple issue that would take minutes to address. My complaint is that Experian will not allow me to speak with an individual to address my issue nor will they offer a solution that works. As a result of their lack of customer ********************** I am unable to access my account and view the alerts that Experian is notifying me of.
Customer Answer
Date: 07/16/2025
I am responding to my correspondence regarding Complaint ID: ********. I am confirming my submission of the complaint and the details within the complaint. If there is additional information needed, please let me know.
Business Response
Date: 07/24/2025
Thank you for writing and expressing your concern regarding your membership with CreditWorksSM. Our records indicate you were able to successfully able to login on July 15, 2025. If you are still experiencing this issue, please reach back out to us. Thank you for your patience in this matter.

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Experian Consumer Services is NOT a BBB Accredited Business.