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

• 

  ProtectMyID.com

  PO Box 22 Allen, TX 75013-0001

• 

  Experian

  1100 NW Loop 410 San Antonio, TX 78213-2263

• 

  Experian Consumer Services

  Colton, CA 92324

• 

  Experian Consumer Services

  PO Box 1240 Allen, TX 75013

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:08/15/2023

  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'm frustrated not knowing who to contact to get this resolved This problem has been ongoing since 5-31-23. I have NOT been contacted by Experian except several emails saying "thank you for contacting us a specialist will talk to you soon". STILL WAITING!!!5-31-23 Experian case #******** I cannot access my account. It tells me the password is not correct. I give it a new password. It tells me the new password has been processed.Then tells me the password is not correct.I called numerous times to see what was happening....got more general emails...no resolution. 8-10-23 Talked to ****** he said he would resubmit the ticket and make it a priority to be resolved ***** hrs.8-15-23 dropped several times....asked for a supervisor so I can talk with someone who will know what is going on or tell me SOMETHING!! Again, all I got was emails stating ""thank you for contacting us a specialist will talk to you soon".What recourse do I have? How do I get this resolved? Is there someone in corporate who will care about this situation and help? Is there ANYONE who can help? What do I do when two and a half months later 1) an issue isn't resolved? 2) NO ONE has contacted me?

  Customer Answer

  Date: 08/17/2023

  This is the only choice allowed.  Therefore I am confirming that I authorize this complaint.
  

  Before BBB can assist you, we ask that you provide us with written
  confirmation that you authorized the submission of this complaint and
  that you are requesting assistance from BBB.

  Business Response

  Date: 08/30/2023

  Thank you for writing and expressing your concern regarding enrollment with Experian. 
  
  Our records indicate that our representative attempted to contact you to assist with your concerns on August 30, 2023 but was not successful.  At that time, our representative was unable to leave a voicemail message as your voicemail box was full.  If you still need help with enrollment, 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.

  Customer Answer

  Date: 09/06/2023

  My voice mail has never been full so you must have had the wrong phone number, First you say you could not leave a voicemail, then you tell me to follow directions that were left in my voicemail!.  I am unable to access my account and you have not told me that it has been fixed.  This situation has been over two months. Please fix this situation very soon.

  Business Response

  Date: 10/05/2023

  Thank you for writing and expressing your concern regarding enrollment with Experian. 
  
  Our records indicate that our representative attempted to contact you to assist with your concerns on October 5, 2023 but was not successful.  At that time, our representative was unable to leave a voicemail message as you were not accepting calls.  If you still need help with accessing your membership, please contact our representative using the information provided to you by 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.

  Customer Answer

  Date: 10/11/2023

  This took four to five months to resolve.  Awful!!
  

  Finally, a representative left both a voice mail and email giving me information to contact him directly.   He also suggested ways to contact him:  1) I could call    2) I could set a day and time for him to call.  He wasn't there when I called so I suggested a day and time frame of three hours for him to call me.  I HIGHLY recommend you use this procedure in the future.  It was nice to have a direct phone and email to contact him.

  Contrary to your notice, this has been resolved as stated above. 
  

  BBB thank you so much for your help!

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

  
   
  

• Initial Complaint

  Date:08/15/2023

  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.

  I have been Having problems With experian making multiple attempts from A credit card they have on file. Most companies immediately stop after A few unsuccessful attempts. They have been doing this for months now and every day I'm getting notifications that there is an attempt made on my credit card and I have asked them to cancel my membership. They were supposed to cancel my membership and continue to keep trying to take monthly fees off of my card. I am forced to keep my credit card locked as a result to them and their multiple daily attempts. This has caused a major inconvenience and it's making it hard for me to maintain other automatic bill payments and other responsibilities because I'm forced to keep my card locked because they refused to cancel the membership and stop making the attemps on my card. They are making attempts at least twice a day. The latest one being this morning. If after a few months you have unsuccessful attempts then why I continue to keep that information stored.

  Business Response

  Date: 09/05/2023

  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 June 23, 2022.  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 July 23, 2022.  Per your request, your paid benefits ceased,effective August 22, 2023.  There will be no more attempts to bill the card on file.
  
  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.
  
  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.

  Customer Answer

  Date: 09/13/2023

   I called them months ago to get this canceled and I spoke with the live representative on the phone.  The representative also tried to offer a plan at a lower cost despite that I told her I wanted to cancel.  Don't know why they don't have this phone call on record.  They continue to charge my card  until the date the Responder  mentioned in their response.  I would like a refund for the month dated back to the call when I told them to cancel.   Not the cancellation date after they receive their better business burial complaint.

  Business Response

  Date: 10/04/2023

  Thank you for your reply.
  
  We wish to emphasize that for the duration of your membership we provided a number of benefits which were available to you at any time through our website, including, but not limited to, daily access to your credit reports, as well as daily monitoring of your credit report.  Upon further research, our records also indicate that you accessed your membership and reviewed alert notifications on multiple dates throughout the duration of your enrollment. 
  
  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:08/14/2023

  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 tried to close the account, and they would not do it. You can't close it when you are logged in online, but can only "downgrade your membership". When I called to close it, agent *** refused to close, but offered to "Cancel" the membership, which is not closing it. They she relented and offered a "Hard Cancel" which removes your payment information from their system and possibly their spam list. Had I mentioned their copious amount of spam they offer to their "members"?After a wrestling match lasting more than 20 minutes, she gave me a P.O. Box address (PO Box ****, *****, ** *****) and a fax number, *************) saying that I had to send a "legal document" along with a copy of state-issued ID and my member ID. When I asked what kind of legal document, she said "any legal document." I suspect that the vague instruction is so that it can be ignored when it is found missing required information that she did not communicate to the customer (me).Refusing to close accounts was a huge problem with *********** as they can continue to data mine you because you are still technically a customer and they can still continue to sell and share your personal information with their affiliates. I never was able to resolve with them.

  Business Response

  Date: 08/25/2023

  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 September 30, 2022.  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 October 11, 2022.  Per your request, your paid benefits ceased, effective August 21, 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 August 21, 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:08/10/2023

  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 have been locked out of my Experian credit report since 2020. Although it has been three years, I have been paying $27/month since 2020 for a membership fee yet there has been no UPDATE or MONITORING of my credit report. I dont know what I am paying for at this point. I filed with my bank for back fees only to receive ONE back and they continue to charge me for monitoring of a credit report I cant access. I am trying to buy a house.. transunion and equifax can be accessed Experian cannot and it has been this way for 3 years!!!! I have disputed and proved my current address with them and gotten motor vehicle administration involved! I need help! I am homeless and at this point equifax is trying to keep me this way!

  Business Response

  Date: 08/22/2023

  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 April 20, 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 1, 2022.  
  
  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.
  
  Our representative contacted you on August 22, 2023, to assist with your concerns.  In order to better assist, we are in need of additional information.  Please provide us with a copy of the following document:
  
  Bank Statement/Utility Bill with current address.

  Driver's License

   

  Please fax any supporting documents to:  **************.  ATTN: Experian Consumer Affairs (Complaint ID: *********
  
  Or,you can mail to:
  ECA
  PO Box 2390
  *****,** 75013
  
  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.  Our customers are very important to us and we look forward to hearing from you with the information requested above.

  Customer Answer

  Date: 08/24/2023

  
  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:08/10/2023

  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.

  Within the past month, I have been contacted about unrelated requests that I did not make. It appears to be identity theft. So, I have been submitting request to freeze my credit. Due to previous incidents, I had an account with ********************** but have since forgotten the password. While attempting to reset my password, the recovery email shown was not one I recognized. Calling their line to correct this, I have been unsuccessful to talk with a representative. The only option I seem to get is instructions to the website. I cannot find alternative method (such as email) to quickly notify anybody of my issue. I ask for a personal representative to contact me to assist in accessing my account and freezing my credit. Thank you!

  Business Response

  Date: 08/21/2023

  After conducting a detailed search of our database, we are unable to locate a membership for you in our systems using the information provided.  In order to provide assistance, we are in need of additional information. Please provide us with copies of the following:
  
  Drivers License
  Social Security Card
  Bank Statement/Utility Bill with current address.
  
  Please fax the requested documents to:  **************
  ATTN:  Experian Consumer Affairs (BBB 20452128)
  
  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:08/09/2023

  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.

  Greetings, Effective 2/20/2023 Experian started to charge my credit card every month an amount of $26.58 without any authorization. I did not opt for any automatic payment. 1. When I saw the recurring charge, I went to my email to check of whether there is any notification that they charged this money, there was none.2. Next I checked my apple subscriptions there was no recurring subscription.On the whole there was zero intimation of this recurring charge neither a text message OR Email nor did I find it under apple subscriptions. When I called the customer ********************** in ********************** around 6/26/2023 they simply said I double clicked my apple phone once. Without an email or any kind of intimation they started taking money from my acct and started sending many junk like emails to my account. They removed $106.32 from my account without pretty much doing nothing. When I accessed their website to stop this, there was even a reason that was listed as 'I was unaware that this is a recurring charge' , This shows that many folks are getting this recurring charge and are fully unaware.BBB, would you please intervene and get my $106.32 back for me? I tried disputing thro my credit card company but it appears Experian rejected the dispute and did not give my money back. Thanks a bunch!

  Business Response

  Date: 08/22/2023

  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 February 10, 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 February 20, 2023.  Per your request, your paid benefits ceased, effective July 20,2023.  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 $106.32 on August 22, 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.

  Customer Answer

  Date: 09/06/2023

  
  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:08/09/2023

  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 received a letter from ******** informing me of a breach and giving me 2 years of credit monitoring. When I tried to sign up the system did not recognize my identity, possibly due to a legal name and gender change made 4 years ago. I called the number provided to help resolve the issue and was repeatedly refused service, hung up on, or transferred back into the hold que upon telling the person helping me that I was transgender. I have been trying to resolve this since Friday the 4th and it is now wednesday the 9th and no one has helped me. I was also repeatedly denied a transfer to a supervisor to resolve or address this issue.

  Business Response

  Date: 08/21/2023

  Thank you for writing to Experian.  
  
  If you are having difficulty with authentication after legally changing your name and gender,your credit report may need to be updated.  In order to update your report,please send legible copies of the following documents:
  

  Copy of Social Security Card
  Driver's License
  Court Order granting Name Change
  

  These documents can be sent to:
  
  Experian Consumer Affairs (ECA)
  P.O. Box 2390
  *****, ** 75013
  
  Fax: ************
  
  Thank you

• Initial Complaint

  Date:08/09/2023

  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.

  My name is *************************. I live in ************************************************************. Some one hacked in to my Experian on line account with his/her recovery email and telephone number. I am not able to recover my www.experian.com on line account. I need to recover my www.experian.com on line account with my own email address: ********************** and cell phone number - ************. I need Experian to update this information from their web site. I want to manage my Experian account by myself. I called Experian with this phone number - ************** many times since February/2023. I tried to log in to my Experian account, however, my ********************** account was hacked in and recovery email was sent to the email that hacker created. I have not been able to recover my Experian account yet. I mailed letter to Experian this February/March with letter and my copy of drive license and utility bill (this is the address I mailed to Experian - P.O.box ****, *****, ** *****. I asked Experian to recover my on line log in account, However, no any reply from Experian at all. Experian is putting my credit on high risk by not responding consumer's request to recover account. I want ********************** to response for any Finanancial loss due to not able to recover my on line log in account. I submitted this compliant to request Consumer Financial protection Bureau to help to contact Experian to help me solving these issues.

  Business Response

  Date: 08/23/2023

  Thank you for writing Experian(R)concerning your membership.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on November 5, 2022. 
  
  If you feel your membership has been accessed by an unauthorized third party, you will need to send us some verification documentation to address this issue.  The documents can be sent to Experian Consumer Affairs (ECA) at fax ************ or mail to ECA, PO Box ****, *****,**  ***** with reference BBB 20443937.  Please send the following documents:
  
  Letter requesting we remove the account because of fraud activity.  Be sure to include your email and phone number so that we can contact you
  Copy of your state issued ID card such as a drivers license
  Copy of your social security card
  Copy of a current utility bill in your name with your current address.
  
  Once the documents are received, the account will be removed.  When this is complete, an agent will contact you to assist with creating a new membership for you.
  
  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

• Initial Complaint

  Date:08/06/2023

  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.

  On July 16 I realized my identity had been stolen. Before I could log into my experian account and place a freeze and fraud alert, the fraudsters locked me out of my experian online account and added fraudulent addresses and phone numbers to my online profile. They also changed the security questions so that I couldn't recover my account. They changed the email address on the account. Twice I have faxed and mailed all of the information that they have requested, even with a detailed letter attached. Despite sending Experian my marriage certificate, social security card, two proofs or residence, and my driver's license and a letter stating facts of my case, They are repeatedly asking me to send them copies of those same documents, and meanwhile have not put a security freeze or fraud alert on my account. To top it off, at some point I was able to put a freeze on my account, but they sent the code to unlock the freeze to the fraudster's email. It shouldn't take over 3 weeks for me to prove who I am to experian. It's almost as if they want my identity to be exploited.

  Business Response

  Date: 08/25/2023

  Thank you for writing and expressing your concern regarding enrollment with Experian. 
  
  Our records indicate that our representative attempted to contact you to assist with your concerns on August 25,2023 but was not successful.  At that time, our representative left a detailed voicemail message with their contact information.  If you still need help with enrollment, 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.

• Initial Complaint

  Date:08/03/2023

  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 am not able to log in to my account because it says it is locked. I called the phone numbers associated with them and the automated services have no option for speaking to a live representative. I mailed them a letter over three weeks ago and never heard back. I just want to log into my account. This is unprofessional behavior and they need to address the situation and add an option for a live representative.

  Business Response

  Date: 08/22/2023

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  Our representative attempted to contact you on August 22,2023, to assist with your concerns, but was unsuccessful.  If you are still in need of assistance,please contact our representative using the information provided to you by voicemail message. 
  
  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 strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.