Business Profile

Credit Reporting Agencies

Experian Consumer Services

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Experian Consumer Services's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

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:07/14/2025
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.
Experian keeps trying to bill me for their premium credit monitoring service after I have tried numerous times to cancel online and even called them and they confirmed that they canceled it yet. They still keep trying tocharge me $24.99.. They make it absolutely impossible on line to cancel what they are doing is absolutely criminal..
Business Response
Date: 07/15/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM. Experian CreditWorksSM prides itself on providing an excellent customer experience and vigilantly strives to provide the highest standards of customer care and satisfaction.

Per your request, your paid benefits will cease, effective July 15, 2025. You will continue to have access to your Experian(R) credit report and FICO(R) Score daily,at no charge to you.

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 give serious consideration to the issues you presented to us. It is through information provided by customers like you that we can improve our products and memberships.
Initial Complaint
Date:07/14/2025
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 being charged $32.46 each month for, I assume is for a credit report that I have never received. I have made many attempts to contact Experian while never getting a response from a human being that could help me. All I get is a recording that says they cannot authenticate my identity. The reason for this is because I changed phone numbers and I cannot get into my account without receiving a text message with a code. I sent a certified letter on June 18, 2025 and have not received any answer.
Customer Answer
Date: 07/14/2025
See original complaint. I stand behind my statement as well as the attachments.
Business Response
Date: 07/17/2025
Thank you for writing and expressing your concern regarding your membership with Experian. Our records indicate you were able to successfully speak to us on the phone today. As a courtesy, we issued a refund of $32.46 on July 17, 2025. Please allow 3 - 5 business days for these funds to process in your credit card account. If you are still experiencing this issue, please reach back out to us. Thank you for your patience in this matter.
Customer Answer
Date: 07/17/2025

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:07/11/2025
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.
I am attempting to create an account with the ********************************************* bureau. After I input all of my information online, the webpage wants to "verify" that it is actually me. The options are to text, call, or email. But neither the phone number nor the email address belong to me, so I am unable to verify my identity. I have called every number available to me in order to resolve this, but the automated answering service will not let me through to a human. I also emailed their help desk, but the reply simply suggested that I call the same phone numbers that I had already tried. I am concerned that someone has created an account in my name already and I am locked out.
Customer Answer
Date: 07/11/2025
I recently learned that someone is applying for credit cards using my information (name, SS#, address, phone) and it is having a negative effect on my credit score. I wanted to contact all of the credit bureaus to place a freeze on my credit. I was able to successfully complete this task with Equifax and Transunion, but was unable to login to Experian due to the issues I mentioned in my original complaint to the BBB. Since starting the process 3 days ago, I have called every phone number I can find for Experian but each time I reach the same frustrating conclusion: the automated system will not let me speak to a real human. I am either referred back to the website or the system ends the call. I have tried to use a myriad of phrases to get through to a human who can help me, but nothing I say will help. I know that someone has created an account in my name but with a false phone number and email address. But I cannot get through to the system no matter what I try. Today was the second day that I sent an email to Experian. The first email was routed to the wrong department so that was another dead end. I just want to talk to someone at Experian who can clear the account that someone set up in my name, so I can freeze my credit and these credit card applications can stop.
Business Response
Date: 07/24/2025
Thank you for writing and expressing your concern regarding your membership. Once we receive the requested information, we can escalate your concerns to our engineers for further assistance. Depending on our findings, we will contact you for additional information or notify you upon resolution of the problem. We hope this information is helpful when considering this matter.
Customer Answer
Date: 07/27/2025
I have still not received satisfactory treatment from Experian. Although I was able to speak to a human after waiting on hold for 28 minutes, the issue was not resolved. The representative I spoke with (*****) said that the membership team could help me close the fraudulent account that someone else created under my name at Experian. She transferred me to Jeressa on the membership team, who promised that I would receive an email with directions for closing the fraudulent account and then opening my own legitimate account with **********************. I have not received this email and am still stuck, unable to move forward.
Business Response
Date: 07/28/2025
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.
Customer Answer
Date: 07/29/2025

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:07/10/2025
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.
Have been unable to create an account with them for over 1 month, have tried numerous times to create the account, both over the phone and online with no avail because "Verification questions are not populating". I submitted documents verifying my identity to them (Picture of ID and a piece of mail), as well as went through my credit report and verified that all the information listed is correct. Their Representatives have tried to help me but say there is nothing they can do as it is another department that manages the escalation tickets. The escalation ticket number is *********. Reported to the ***** and got a robo-generated response despite including my SSN, Full name, phone number, and address.
Customer Answer
Date: 07/10/2025
I permit the BBB to assist me in this case
Business Response
Date: 07/24/2025
Thank you for writing and expressing your concern regarding enrollment into an Experian membership. Our representative spoke to you earlier today on July 24, 2025, to further assist. Unfortunately, we were unable to complete the enrollment at this time. We discussed speaking again on Monday, July 28, 2025,to attempt to re-enroll again. If you have any further questions before then,please feel free to 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 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: 07/25/2025
They have not solved the complaint yet,
I will update when I am successfully enrolled.
Business Response
Date: 07/30/2025
Thank you for writing and expressing your concern regarding your membership.Once we receive the requested information, we can escalate your concerns to our engineers for further assistance. Depending on our findings, we will contact you for additional information or notify you upon resolution of the problem. We do show that you have an initial alert on your credit report since July *******. We hope this information is helpful when considering this matter.
Customer Answer
Date: 08/01/2025
I am currently in the process of renewing my State ID, as soon as I finish this process and recieve it I will send in the documents and await the resolution from the business. Until then I will keep this ticket open by not accepting the response.
Initial Complaint
Date:07/09/2025
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 can not access my experien account. I received notice in the mail my identity was comprimised and recieved free membership to enroll for fraud protection, and I can not remember my username or password. Attempts to reset username were met in a website error, and attempts to reset password with my email did not result in any email being sent. May need to update email and change password - however could not reach any agent via phone, chat or email due to incredible difficulty and AI customer ********************** refuses to help after 11 phone calls. I need a *** to reach out to me to regain access to my account and help me set up my fraud protection membership. I need to freeze my credit.I have codes for my membership. Trying to reach this company is an aboslute nightmare.
Business Response
Date: 08/08/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative left a voicemail requesting to reach you at 4:15 pm on August 8, 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: 08/11/2025

Better Business Bureau:

i did get a call but was unaware that i did due to spam filter on the phone, due to massive spam emails, texts and calls due to being a part of the delhaize data breach I had to filter unknown callers. I did reach out and left a message for the agent. I have not spoken to the agent yet but hope to hear back from the agent soon. I will accept the business response as they have given me a way to contact them and solve this issue.
it has not been solved yet - but I hope it will be soon.

Regards,

**** ******
Initial Complaint
Date:07/08/2025
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 received a phone call I suspect was spam, but they claimed to be a debt relief company and wanted to help me because their records show Im $7000 in debt. But I dont have debt like that at all, not even close. Ended the spam call and thought I should check my credit report. From annualcreditreport.com, two provides my report, but experian returned a message they were having technical difficulties. Then I tried going to ************************ directly. Ive been unable to login, change my password, file a dispute, or get anywhere. Part of their verification process shows the last four digits of a phone number thats not mine, and the email they show is not mine. Their automated phone service simply hangs up on me. I cant get help. Im concerned about the spam call I received and want to check my credit report ands impossible.
Customer Answer
Date: 07/08/2025
Its been impossible to get help from experian. Please see the original message. I believe without help from the BBB, Ill never be able to know what experian is doing with my credit. Please help!
Business Response
Date: 07/24/2025
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. We will also be able to add the freeze on your Experian credit report. To begin this process, we will need additional information. Please provide us with all of the following, along with a description of your requests.

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:07/01/2025
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 have been repeatedly calling Experian for the last week to try to unfreeze my credit report. No matter how many times I call them I am stuck talking to an automated response system that does not help me whatsoever and proceeds to automatically hang up on me once it can no longer answer my questions which it didn't answer in the first place! The automated response system once hung up on me 8 times in a row!! No matter what answer I give it, it gives me the same solution that does not work. The website is no help either, and that is the only thing the automated response will tell you to do. I cannot log in and whenever I try to log in it says the site is going to text a number to my phone but when you tell it to send the code the website does not send the code. No matter how many times you ask it to resend it nothing happens. You can ask it to call you with the code instead and it will not call you with the code either. Therefore you cannot log in by any way available. No matter how many times I ask the automated response to transfer me to a representative to find a live person to ask them what is going on and how I can unfreeze my credit. It will not transfer me and is no help whatsoever. I drove over 30 minutes today to this location because it was a physical location of an Experian office to try to find anyone to give me a number to talk to a real life person. No one was there and another office told me there is never anyone there at that location. There was only a number on the door to a woman named ***** to call if there was a delivery. The building was also under construction and I got locked inside! My credit is still frozen and I am not able to purchase a loan. This is very much affecting my life!! I found proof online that this glitch in the Experian system has been going on for at least 8 MONTHS without anyone giving any information on when or if it will be fixed. This is ridiculous for a large credit bureau to be this difficult to reach.
Customer Answer
Date: 07/01/2025
I confirm that everything I have said in my statement is true and I give the BBB complete control to resolve this situation.
Business Response
Date: 07/03/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM. We show that the issue appears resolved when you enrolled into a new membership on July 3, 2025. 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: 07/03/2025

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 like it noted that the automated response system should be fixed to prevent this from happening again as I found I was not the only person that complained about this very thing.

Regards,

******* ******
Initial Complaint
Date:07/01/2025
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.
I signed up for an account with Experian in October of 2024. Recently I tried to log into my account and was informed my information was no longer correct. Someone logged into my account and changed all the log in information including the email and phone number. I can no longer log into my account and some stranger has access to it. I have called multiple times only to be dropped by the automated phone system. I have also sent a letter that has so far go unacknowledged.
Customer Answer
Date: 07/01/2025
I confirm that I want the BBB to submit this complaint and take action. As a reminder the description of my issues with Experian are listed below. Please let me know if you need anything else from me.
I signed up for an account with Experian in October of 2024. Recently I tried to log into my account and was informed my information was no longer correct. Someone logged into my account and changed all the log in information including the email and phone number. I can no longer log into my account and some stranger has access to it. I have called multiple times only to be dropped by the automated phone system. I have also sent a letter that has so far go unacknowledged.
Business Response
Date: 07/08/2025
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.
Customer Answer
Date: 07/09/2025

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 will be sending the information requested to the business immediately.

Regards,

***** ******
Initial Complaint
Date:06/30/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I need to change my contact information & be able to get online which may be locked. I contacted the business by mail once, & over the phone numerous times. The automated voice keeps hanging up on me because it can't handle my request & won't connect me with a representative. I have been the victim of fraudsters since 2017. I was required to use Experian for approval for a service I received a month ago. When I tried to make sure my freeze was put back on my credit report after the inquiry was run, I discovered they evidently have a wrong phone number for me & now the wrong email. (Both had been correct.) I can't make the changes on the website like the automated voice keeps directing me because I can't get on the website to do it. Twice I finally reached 2 very friendly people who transferred me to the automated voice again. I even called corporate & got sent to the automated voice that hung up on me. I just was to be able to get online to protect my financial information. If I cannot get this fixed, I will not use any company that requires a credit check with Experian in the future.
Customer Answer
Date: 07/01/2025
I CONFIRM that I authorize the submission of this complaint in order for BBB to accept my correspondence as a formal complaint. I just want to get my contact information changed with Experian & be able to get online to conduct business with them. Thank you!!
Business Response
Date: 07/11/2025
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, ***************************).
Customer Answer
Date: 07/14/2025

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:06/30/2025
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.
To whom this may concern, I am filing a complaint against Experian. I have been trying to unlock my account for months. I needed to unlock my account for various reasons and have not been able to access my account due to the system stating I am locked out. The system provided me a phone# **************. I have contacted this phone# several times and an automated system has come on to try to assist. Every time I ask to speak with a live agent the system states it cannot connect me to an agent at this time. I have called they customer ********************** phone# provided on the website ************** several times and the system states it can't connect me to a live agent. I have also asked family members to reach out through email and the agent that responded stated that I would have to contact them directly for help and refused to provide any phone# where I can speak with a live agent for help. I am in the process of buying a house and needed access to my info months ago. This is very frustrating and unprofessional. I need someone to get in contact with me asap to resolve this situation. Thank you
Customer Answer
Date: 07/02/2025
I can't log into my account & I can't get in touch with the company to get help to unlock my account. This is time sensitive & needs to be resolved quickly. I need Experian to provide me a phone call. Thank you
Business Response
Date: 07/08/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative left a voicemail requesting to reach you at 2:45 PM CT on July 8, 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 can address your area of concern to your expectations.
Customer Answer
Date: 07/09/2025

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,

******* ******

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Experian Consumer Services is NOT a BBB Accredited Business.