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

• 

  Experian

  2377 Gold Meadow Way Ste 100 Gold River, CA 95670-4444

• 

  Experian Consumer Services

  221 W 79th St Apt 3R New York, NY 10024-6229

• 

  Experian Consumer Services

  213 Willow Bend Ste. 152B Sacramento, CA 94203-0001

• 

  Experian Consumer Services

  475 Anton Blvd Costa Mesa, CA 92626

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:08/28/2023

  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.

  I noticed on 8/28/2023 that my debit card was charged $26.49 by Experian. I did not sign up for a membership or give them by debit card number. When I called them at ************, the representative told me it was for membership. He could cancel it but not refund me. I want a full refund immediately.

  Business Response

  Date: 09/12/2023

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  Our records indicate that you ordered a credit report along with a trial Experian CreditWorksSM Premium membership on August 17, 2023.  The membership was not cancelled; consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee on August 28, 2023.  Per your request, your paid benefits ceased, effective August 28, 2023. 
  
  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 thereafter unless and until the customer notifies us of their wish to discontinue. The consumer agrees to these terms when submitting their order.
  
  We have, as a courtesy, issued a refund totaling $26.49 on August 29, 2023.  Please allow 3 - 5 business days for these 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 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:08/27/2023

  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.

  I have all of my login in credentials yet while online their is no place to delete my account. They sold my data to companies that spam call me for auto auto insurance. There is a customer ********************** number but i cant get anybody on the phone after 20 calls. I want them to close my account and stop selling my data. Additionally they report accounts as over my limit when i could not go over the limit by default because my cards haven't been capable of that for a long time and their is no fraud i see on those cards

  Business Response

  Date: 09/12/2023

  Our records indicate you are currently enrolled in our complimentary Experian CreditWorksSM Basic membership where you are allowed to refresh your credit report every 30 days at no charge.
  
  Per your request, your complimentary benefits will cease, effective September 12, 2023. 
  
  At this time, we would like to express our regret that your experience with Experian CreditWorksSM Basic 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: 09/13/2023

  
  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:08/22/2023

  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.

  They have no way of deleting your account I want to delete my account I dont want anything to do with them I dont want them to have my information they do not answer calls and they do not have any way on their site to delete the account

  Business Response

  Date: 09/12/2023

  Thank you for writing and expressing your concern regarding your membership with Experian.
  
  Our records indicate that you enrolled with Experian CreditWorksSM Basic on June 22, 2023, followed by a request to cancel the membership on August 23, 2023. 
  
  Unfortunately, we are not able to delete your online account and profile at this time.  We are legally obligated to retain records of requests for credit reports from the credit reporting agencies, to verify permissible purpose under the Fair Credit Reporting Act. 
  
  For more information on how to manage your personal data,please visit consumerprivacy.experian.com.
  
  At this time we would like to express our regret that your experience with Experian CreditWorks Basic 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:08/21/2023

  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.

  Cannot speak to a human. All information given did not apply to my needs. Stuck in a loop!

  Business Response

  Date: 09/12/2023

  Thank you for informing us of your recent experience with Experian.  Experian prides itself on providing an excellent customer experience, and vigilantly strives to provide the highest standards of customer care and satisfaction. 
  
  Let ********* you, your experience is not in accordance with our policies. We will be addressing these allegations directly and will take the appropriate steps to prevent a reoccurrence of events.
  
  Our representative attempted to contact you to assist with your concerns on September 12, 2023 but was not successful.  If you still need help, please contact our representative using the information provided to you by email.
  
  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: 09/13/2023

  
  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:08/21/2023

  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 want to delete my Experian account permanently but my concern was ignored. I dont use the account so I dont want it anymore.

  Business Response

  Date: 09/12/2023

  Thank you for writing and expressing your concern regarding your membership with Experian.
  
  Our records indicate that you enrolled with Experian CreditWorksSM Basic on August 2, 2023, followed by a request to cancel the membership on August 21,2023. 
  
  Unfortunately, we are not able to delete your online account and profile at this time.  We are legally obligated to retain records of requests for credit reports from the credit reporting agencies, to verify permissible purpose under the Fair Credit Reporting Act. 

  For more information on how to manage your personal data, please visit consumerprivacy.experian.com.

  At this time we would like to express our regret that your experience with Experian CreditWorks Basic 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: 09/12/2023

  
  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:08/20/2023

  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.

  This morning, I awoke to an alert from my bank indicating that Experian had charged me $24.99. I was surprised, as I never agreed to pay $24.99 for anything. I revisited my bank account transaction history specifically looking for Experian charges, and it turns out they charged me $24.99 in May, $24.99 in June, $24.99 in July, and now $24.99 in August. I have now immediately cancelled the membership.This is a deceptive trade practice. When I signed up for a free credit score report, there was no apparent indication to me that I would be enrolled in a monthly recurring membership. Customers that use the internet are accustomed to receiving better notice about subscriptions and enrollments, likely because there are regulations in place to protect the consumer from this exact form of deception that Experian is engaging in. Sure enough, I saw variations of this exact complaint in the complaint history against Experian here at the BBB. It's frankly shocking, that sitting here in this moment, I have absolutely no recollection of Experian providing me any notice that I would be enrolled in this membership.In reality, this practice has the makings of a class action lawsuit. It might also warrant investigation by the **** For example, Amazon has recently come under investigation for the manner in which it predatorily enrolled consumers in its Amazon Prime membership.I'm seeking a full refund for these charges based on Experian's outright deception. It specifically capitalizes upon the allure of a "free" credit report, which allows it to draw a high volume of consumers, but then it enrolls them in costly monthly subscriptions without providing proper notice. There should be legal and/or regulatory action taken against Experian to protect consumers from Experian's predatory and deceptive practices.

  Customer Answer

  Date: 08/22/2023

  This response constitutes written confirmation that I authorized the submission of this complaint and that I am requesting assistance from BBB. 

  Business Response

  Date: 09/14/2023

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  Our records indicate that you ordered a credit report along with a trial Experian CreditWorksSM Premium membership on May 9, 2023.  The membership was not cancelled; consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee on May 20, 2023.  Per your request, your paid benefits will cease, effective September 19, 2023.  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 thereafter unless and until the customer notifies us of their wish to discontinue. The consumer agrees to these terms when submitting their order.
  
  We have, as a courtesy, issued a refund totaling $24.99 on September 14, 2023.  Please allow 3 - 5 business days for these 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 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:08/18/2023

  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.

  The website will not work right. It will not let you change information (phone number, Address, if you get married or divorced), and if it does change information, then it won't retain the change. Then when you call to complain, NO LIVE person will answer...they WILL bump you to the robot every single time. So I have no idea who actually RUNS Experian...no humans answer the phone, no ITs to fix the technology side, not even a running email for this company to call to. Seems like the just want the old people who have stayed put to use the app...except the can't except NOTHING runs right. The app is busted, the website is busted, the email doesn't work, and there are no customer ********************** representatives to work out issues. Is this company even legit anymore??? And it ***** because Credit Karma, and Credit Sesame don't work with the right credit reports...ONLY Experian...and if you haven't logged in in more than a day, you're not getting in EVER AGAIN. Would not recommend to ANYONE. F*** Experian, and f*** their spammy site

  Business Response

  Date: 08/24/2023

  Our office recently received your correspondence regarding the above mentioned consumers personal credit profile.
  
  We have mailed a current credit report directly to the consumer for review.  If there is information appearing on a credit report that is believed to be inaccurate or incomplete, we must have a specific dispute.  Examples of specific disputes are as follows: not mine, paid in full, never delinquent or included in bankruptcy or for public record disputes: not mine, paid/satisfied, vacated or filed in error.  If the status dates,amounts, balances or other specific data is incorrect, the consumer should also indicate what the correct information should be.  Please specify the item or account name and number.
  
  Please provide the consumers specific disputes along with their complete identification information (Social Security number, full name, current address,previous addresses in the last two years and date of birth).  Also, please include one copy of a government issued identification card, such as a driver's license, state ID card, etc., and one copy of a utility bill, bank or insurance statement, etc.
  
  Thank you for allowing me to assist you. 
  
  Sincerely,
  
  Senior Regulatory Affairs Associate
  Experian Consumer Affairs

  Customer Answer

  Date: 08/31/2023

  I never said I wanted to dispute anything, I said I couldn't even log in. I wanted to use the boost like my husband did. I doubt I have any disputes. I just wanted in my profile. This is the most automated, non personal message I have ever received.

  Business Response

  Date: 09/17/2023

  Thank you for expressing your concerns regarding Experian. 
  
  Credit bureaus maintain separate records of consumers information.  To dispute possible inaccuracies on their credit file consumers must direct their requests to each individual credit bureau.  Under the Fair Credit Reporting Act (FCRA), you have the right to dispute the completeness and accuracy of the information in your credit file.  For a summary of your FCRA rights, please visit ***********************************************************************************
  
  Listed below is the dispute contact information for Experian:
  Experian(R):
  Online Dispute:  ********************************************
  Mail:  PO Box ****, *****, **  75013
  Telephone: **************
  
  When you contact the appropriate credit bureau to dispute information on your credit report, be prepared to state the facts and explain why you are disputing the information, be able to supply the relevant account numbers and copies of any supporting documentation and request the deletion or correction of the information you feel is inaccurate.
  
  The FCRA mandates that the credit bureau with which you placed the dispute must respond to your dispute by contacting the source of the information and initiating an investigation. The credit bureau will ask the company or creditor (where possible) to check their records to verify the disputed information.  Within 30 days, the company or creditor must respond to the credit bureaus investigation.  The creditor or company may verify the account 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.
  
  I hope the above information is helpful to you in considering this matter.

• Initial Complaint

  Date:08/18/2023

  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.

  I closed my membership in July 2023 via internet with Experian. I see I am still being charged. I have attempted to reach them via phone to no avail.... Unfortunately I did not take a screen shot of the cancellation but do have the email

  Business Response

  Date: 09/05/2023

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  Our records indicate that our representative attempted to contact you to assist with your concerns on September 5, 2023 but was not successful. At that time, our representative left a detailed voicemail message with their contact information.  If you still need help, please contact our representative using the information provided to you by voicemail message.
  
  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.

• Initial Complaint

  Date:08/17/2023

  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 having a big problem with Experian. I never signed up for a membership. They are charging my credit card $24.99 a month some months multiple charges. I am fighting the charges with my credit card and then **** will send me a new card and somehow Experian gets my new credit card information. It is impossible to get through to anyone at experian . I do not know what to do at this point. Do you have any suggestions for me? Thank you

  Business Response

  Date: 08/27/2023

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  After conducting a detailed search of our database, we are unable to locate the charges you reference in our systems using the information provided.  In order to provide assistance, we are in need of additional information. Please provide us with the following:
  
  The complete credit or debit card number that was billed
  A bank statement showing the charges from our company
  
  Please fax the requested documents to:  **************
  ATTN:  Experian Consumer Affairs (BBB 20483874)
  
  Or, you can mail to:
  Experian Consumer Affairs
  PO Box 2390
  *****, ** 75013
  
  Our customers are very important to ** 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:08/16/2023

  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 attempted creating an account. It was asking me questions from events 20 years ago. I couldn't remember the exact information. So, I was barred from creating the account and given a ***** to call. I tried that plus two other numbers. I said repeatedly to talk to representative. The automated messaging will not let me talk to someone. I spent 40 minutes, 10 times calling, tried saying all different options, but keep hearing, "I'm sorry, I can only transfer in limited circumstances." I cannot get anyone to help me clear the error message that I am receiving when trying to log into the account, and I cannot create a new one because my email address has been registered for Experian and is now being blocked with the error message that I cannot get cleared because I cannot talk to someone. I am very frustrated right now, and I do not know what to do to get this error cleared since Experian will not let me speak to someone who can help.

  Business Response

  Date: 09/05/2023

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  Our records indicate that our representative attempted to contact you to assist with your concerns on September 5, 2023 but was not successful.  At that time, our representative left a detailed voicemail message with their contact information.  If you still need help, please contact our representative using the information provided to you by voicemail and email message.
  
  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.