Complaints

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

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• 

  Experian Consumer Services

  535 Anton Blvd Ste 100 Costa Mesa, CA 92626-7199

• 

  Freecreditreport.com / Cictripleadvantage

  Trenton, NJ 08620

• 

  FreeCreditReport.com

  PO Box 91119 Seattle, WA 98111

• 

  Experian Consumer Services

  2544 Ashbrooke Dr Lexington, KY 40513-1431

• 

  Experian Consumer Services

  PO Box 1829 Agoura Hills, CA 91376-1829

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:07/31/2023

  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 cannot access my Experian credit report or check whether my acct is still frozen. All I get is error messages like, "ooops". I called **********. I get automated response. All it suggests is to go to the webpage, which only gives me errors. It will not connect me with a person or computer that can solve my problem. I cannot access my free credit report that I have a legal right to access.

  Business Response

  Date: 08/17/2023

  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 17, 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.

  Customer Answer

  Date: 08/19/2023

   I still cannot fully access my account. I can login, but when I click on getting a report I get "Ooops". I can't get farther. It doesn't matter what browser I use.

  I never received an e-mail from Experian trying to solve my problem; all I got was "Action needed, ****: Finish creating your account". Well, I finished creating my account long ago, and it still doesn't work right.
  

  I also need Experian to mail me a report. I was trying to avoid that waste of resources.
  

  Business Response

  Date: 09/05/2023

  Thank you for writing and expressing your concern regarding enrollment with Experian. 
  
  Our records indicate that you are not enrolled into an Experian online membership.  To create a membership, please visit www.experian.com and click Sign up for free. You will be prompted to create a free membership in Experian CreditWorksSM Basic or to create an Experian Service Account.  
  
  Experian CreditWorks Basic is a free product that provides consumers access to their Experian credit report and FICO(R) Score once every 30 days, along with monitoring alerts which 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, as well as submit disputes and review dispute results.
  
  If consumers cannot or choose not to access our online services, they can contact us by phone *************) or mail (ECA, PO Box ****, *****, ** 75013).  Additionally, you can contact our representative using the information provided to you by voicemail message.
  
  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

  Customer Answer

  Date: 09/08/2023

   I tried my old account, I tried creating a new account. Nothing works. I followed the directions in phone call and latest business response here. They don't work. I always end up getting "Oops, we're sorry! Call us toll-free at **************". So I call the number. There is no option to talk with technical help. There is no option to talk with a human. All I can do is file complaints with other agencies. So why won't Experian mail me a credit report???
  

  Business Response

  Date: 11/02/2023

  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.
  
  Your concerns are important to us. Our representative contacted you to assist with your concerns on
  October 31, 2023. At your request, our representative sent you a printed copy of your credit report.
  
  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:07/29/2023

  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 is the 3rd time I've been billed for my credit report. This has happened twice in one month. I have no idea were they got my debit card information. It is so hard to get a live person on the phone. Also I think there may be some deceptive transactions going on also. I should of had 5 more dollars when the credit report transaction was deducted from my debit card.

  Business Response

  Date: 08/14/2023

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  Our records indicate that you ordered a one-dollar credit report along with a trial Experian IdentityWorksSM Premium membership on June 29, 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 July 20, 2023.  Per your request,your paid benefits cease, effective July 29, 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 $29.99 on July 28, 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 IdentityWorksSM 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:07/29/2023

  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 do not need this junk email simply because you want me to log in. There's no way to unsubscribe from this mess. I didn't ask to be sent alerts for limit increases/ decreases, balance increases/decreases, none of that. The alerts i do get be old as dirt. I DON'T WAS THEM. There's no option on the site to unsubscribe. You're only allow to speak to vi. You absolutely cannot get through to a live representative over the phone. It's pathetic to not be able to reach anyone even calling all 20 of the experian phone numbers. Remove the unnecessary alerts, i don't want them. Regulations for these shady bureaus are long overdue. When they have no means of interacting with the people whom they hold and sell records on for a profit then they should be fined. You took advantage of the free report requirement and decided to force us into a "product" upon making an account. I should have a right to choose which alerts i want and there is none, not even an unsubscribe option at the bottom of the email.

  Business Response

  Date: 08/14/2023

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  Our records indicate that you are currently enrolled in a complimentary membership with Experian CreditWorks Basic.  Your membership benefits currently include access to your Experian report and FICO Score once every 30 days, free of charge.
  
  Our representative contacted you on August 14, 2023 to assist with your concerns.  Per your request, your complimentary membership benefits will cease, effective August 14, 2023.  If you are need of further assistance, please contact our representative using the information provided to you during the call.
  
  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.

• Initial Complaint

  Date:07/27/2023

  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.

  Experian continues to send emails stating that Im eligible to have my loans refinanced then after inputting my info it continues to only give One Main as the only company willing to offer a loan Im sure there are numerous other loan companies and even in the comments it continues to state that one main does not help experians customers they always want collateral to me this is predatorial lending and deception and it does not help customers who are trying to consolidate their debt

  Business Response

  Date: 08/10/2023

  Thank you for writing and expressing your concerns.

  Our records indicate that you are currently enrolled in a complimentary membership with Experian CreditWorksSM Basic. Your membership benefits currently include access to your Experian(R) report and FICO(R) Score once every 30 days, free of charge.
  
  Please note, we do not ***** or deny credit. Each credit *****or makes such decisions based on its own guidelines.
  
  Regarding partner offers presented within our membership products, our Terms and Conditions state, in part: Please note that prequalification for a credit opportunity available through a third party does not guarantee approval, and you will need to submit an application with such third party if you choose to apply for a prequalified offer (and such application may result in a credit inquiry that can impact your credit score(s)).

  The partner offers presented within our membership products are determined by a number of qualifiers to match our consumers with the product that best fits them.
  

  When selecting to apply, our website also advises the consumer that they will be redirected to the credit *****ors website to complete the application process, at which point the credit *****ors terms will apply. The following disclosure also appears in our Terms and Conditions: For complete information on any particular offer, see the terms and conditions on the issuer or lender's website. Once you click apply for any offers, you will be directed to the issuer or lender's website where you may review the terms and conditions of the applicable opportunity or offer before applying.
  
  We hope the following information is helpful to you in considering this matter. 

• Initial Complaint

  Date:07/21/2023

  Type:Sales and Advertising 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 went to the Experian website to monitor my credit report, and had to create a login providing my email address. Since then, multiple times, they have sent a marketing email to offer a credit card application to transfer my existing credit card balances to. In the subject line they CALLED OUT MY FULL OUTSTANDING BALANCE AMOUNT! *****: if your $xx,*** balance is too high, switching to a 0% intro APR card could help! Is that legal? Creditors can not disclose your credit balance, how can they? They have no idea who has access to this email account or where I view my in box which could be in a shared or public environment. To top it off, I was in the middle of sharing my screen in a zoom meeting when the email alert popped up on my screen for everyone on the call to see exactly what I owe! To say I am mad does not even begin to describe my anger! I have opted out of all marketing and still received emails after. Can they even do this?

  Business Response

  Date: 08/14/2023

  Thank you for writing and expressing your concerns.

  Our records indicate that you are currently enrolled in a complimentary membership with Experian CreditWorksSM Basic. Your membership benefits currently include access to your Experian(R) report and FICO(R) Score once every 30 days, free of charge.

  We also show that you have opted out of marketing emails.  Since you have previously unsubscribed from our email list, you will no longer receive newsletters or special offers. However, you will continue to receive email notifications any time your credit or identity information changes, since automatic updates and credit monitoring are a part of your membership benefits.

  Regarding offers and other notifications presented within our membership products, the following disclosure is displayed to the consumer when submitting their order:
  I authorize ConsumerInfo.com, ***** also referred to as Experian Consumer Services (ECS),to obtain my credit report and/or credit score(s), on a recurring basis to:
  Provide my credit report (and/or credit score) to me for review while I have an account with ECS.
  Notify me of other products and services that *** be available to me through ECS or through unaffiliated third parties.
  Notify me of credit opportunities and advertised credit offers.
  
  Your concerns are very important to us.  You *** continue to view available offers upon logging into your membership.  If you also wish to cease receiving monitoring alert notifications, you *** cancel your membership at any time by contacting our automated phone number at ************
  
  We hope this information is helpful to you when considering this matter.

• Initial Complaint

  Date:07/19/2023

  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 have been trying to reach someone at Experian to help with reset of my password to my account online. Every time I enter the email address that is associated with the account it never sends a reset email. I have called the phone number that they provide but it is an automated system and WILL NOT allow you to talk to anyone. If you don't follow the prompts it just hangs up on you. I have reached out to the technical line and it re-routes you back to the same automated system. I can't get my online account opened at all. Also, the phone number that is associated with the account (says it wants to send a 6-digit number) is not any of the two phone numbers that I have. I need help because I am locked out of my account to help me monitor.

  Business Response

  Date: 08/08/2023

  Thank you for writing and expressing your concern regarding your Experian IdentityWorksTM Core membership. 
  
  Our representative attempted to contact you on August 8, 2023 to address your concerns, but was not successful.  If you are still in need of assistance regarding this issue, please contact our representative using the contact 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 hope this information is helpful when considering this matter

• Initial Complaint

  Date:07/19/2023

  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 law provides for the three major credit bureaus to provide the free service of letting customer put a freeze on their **********************. Of the three (Transunion, Equifax and Experian), Experian makes it unnecessarily difficult to figure out how to freeze your credit rather they try to make you sign up for their $24.99 per month fee. And, they try to make you think it's $0. They use the term "lock" or "unlock" as opposed to "freeze" and there is no clear button to push to "manage freeze" that uses "freeze". In tiny letters they have a line that says "Unlock is not the same as a freeze" or something like that. Recently the US government sued Amazon for making it hard to cancel a Prime membership. Well, this is way worse. Please report them to the government because they deserve to be sued. Especially where they are in the business of money and loans and helping people maintain good credit. They seem to be more interested in scamming people and making them waste their time. And, when we sometimes HAVE TO USE THEM to apply for credit, this just makes it all the much worse. They should not be a credit monitoring agency if they are going to act like this.

  Business Response

  Date: 08/08/2023

  We recently updated our processes for administering security freezes.  To add or remove a security freeze online, a consumer must visit www.experian.com/freeze. 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 to create an Experian Service Account.  
  
  Experian CreditWorks Basic is a free product that provides consumers access to their Experian credit report and FICO(R) Score once every 30 days, along with monitoring alerts which 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, as well as submit disputes and review dispute results.
  
  If consumers cannot or choose not to access our online services, they can contact us by phone *************)or mail (ECA, PO Box ****, *****, ** 75013).
  
  As part of a paid Experian membership, Experian CreditLock allows you to easily and instantly control access to your Experian credit report in real time with one click without having to remember your PIN or state-specific regulations associated with a traditional security freeze. Locking your report adds an additional layer of security to your credit information and will remain in place until you Unlock your report.  When you lock your report, you will receive an alert notification when we detect activity on your locked report, such as attempted inquiries to open new lines of credit.  
  
  In contrast, a security freeze on your credit report prohibits us from releasing any information in your credit reports without your express authorization.  A security freeze is designed to prevent credit, loans, and services from being approved in your name without your consent.  There is no fee for placing or removing a security freeze on a credit report.
  
  We hope the above information is helpful to you in considering this matter.

• Initial Complaint

  Date:07/19/2023

  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.

  THEY STOLE $29.99 FROM ME AND WONT GIVE IT BACK Transaction Detail Experian* Credit Report *********** CA -$29.99 Description Experian* Credit Report *********** CA Transaction Date Jul 19, 2023 Status I CALLED THEM AND ASKED FOR MY MONEY GOT TOLD NO BY SOME LADY NAMED ****

  Business Response

  Date: 07/25/2023

  Thank you for writing and expressing your concern regarding your membership. 
  
  Our records indicate you enrolled in Experian CreditWorksSM Basic on June 2, 2019, and that you have changed monitoring products over 25 times during those years.   Most recently, our records show that you ordered a credit report along with a trial membership In Experian CreditWorksSM Premium on July 8, 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 of $29.99 on July 18, 2023.  Your membership has changed to no benefits on July 25, 2023 in an effort to stop your billing from reoccurring.
  
  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 $29.99 on July 20, 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:07/17/2023

  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.

  Experian allowed a fraudulent login and facilitated many fraudulent credit/loan applications. They let them create a login with a verification phone number not listed on my credit report as belonging to me.

  Business Response

  Date: 08/03/2023

  Thank you for writing Experian(R) concerning your membership.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on July 27, 2023.  This membership has been cancelled and re-enrolled several times since July 10, 2023.  There have been many of the personal information items updated when agents received calls to update the information.
  
  If you feel some of these changes happened fraudulently, you will need to send us some verification documentation so that we can start the process to remove this account from our website.  You will need to send the documents to Experian Consumer Affairs (ECA) at fax ************ or mail to ECA, PO Box ****, *****, ** 75013 and reference BBB 19492929. The documents we will need are:
  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 we receive these documents, we will start the process to remove the account.  When this is complete, an agent will be in touch with you to discuss the next steps you can take.
  
  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

  Customer Answer

  Date: 08/07/2023

  I have now already confirmed my identity and been able to get back in because I contiuned calling after faxing the documents required and then insisting that they be located when they could not be found and some one managed to do that.  Not before asking me to just fax it again when i pointed out that it was sensitive information and needed to be located because i had confirmation it went through. But while trying to get that accomplished, you kept giving the theives access again.  I have control of my login and accoint now. 

  I feel you should be offering more than the free basic membership sine you facilliate identity thieves by allowing them to rapid fire apply for multiple no name, unreputible lenders who pay you to advertise on your website.  If you're going to be so careless with people's credit, you could offer monitoring and help when your site is abused.  I mean I have already gotten all my information updated now and believe I've stopped all the fraudulent accounts while in the application process.  I just need help monitoring for any other obscure, no name, unreputible lenders that might have been missed.  I have one company that still won't return phone calls or emails about their soft inquiries on my credit report.

  Business Response

  Date: 08/17/2023

  Thank you for writing Experian(R) concerning your membership.
  
  We have received your documents for your membership request.  However, they are not legible. 
  
  In order to assist with your concers, please send legible copies of the following documents:
  Copy of Social Security Card
  Drivers License
  Bank Statement/Utility Bill with current address
  
  These documents can be sent to:
  Experian Consumer Affairs (ECA)
  P.O. Box 2390
  *****, ** 75013
  
  Fax: ************
  Once we receive these documents, we will start the process to remove the account.  When this is complete, an agent will be in touch with you to discuss the next steps you can take.
  
  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

  Customer Answer

  Date: 08/24/2023

  I've already spoken to someone on the phone and my login/account has been secured.  Do not delete/remove it, you will give access back to theives if you do that.  Once again my problem with your website is it allowing multiple upon multiple applications for credit processed by your site for unknown/obscure lenders who pay you to have those applications on your site.  How is this not a conflict of interest?  And why does your site allow that many applications to be submitted at once?   No one should be applying for credit like that.   That should be your sign there's a problem like identity theft and shut it down instead of facilitating it.

• Initial Complaint

  Date:07/17/2023

  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.

  Account number with ********************** is **************. This account is setup as a free service offered as part of a hack. Experian continued to charge after the period. Also, there is no email when the charges happened monthly. I am expecting a refund for the subscription services.My address : *****************************************************************************

  Business Response

  Date: 07/27/2023

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  Our records indicate that your paid membership was migrated to a Experian IdentityWorks Premium membership on December 10, 2018.  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 the 13th of each month.  Per your request, your paid benefits ceased, effective July 25, 2023. You 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 $42.78 on July 27, 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 IdentityWorksSM 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.