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:07/11/2023

  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 charged my account for a membership that I did not request. I also told them that I could not get into my account to change my password. The representative said she would send me an email to reset my password she also lowered my membership. I was originally charge $32.46 July 11,2023 at 9:35 am. I told her I wanted the money refunded she said I had to wait 24 hours to contact them back. I never received the email. So I called back and got a different representative who stated she did not see the $32.46 charge but did see a charge for $5.40 which was the price of the lower costing membership. I never wanted a membership I was just checking my credit report. Now I have all this money taken from me and they are telling me there is nothing they can do about the $32.46 charge. I clearly see the charge on my account. I would ******************** to investigate because I dont understand if there is some type of fraud going on and I dont understand how they can just take my money and there be no repercussion.

  Business Response

  Date: 07/24/2023

  Thank you for writing Experian(R) concerning your membership and its billing.
  
  Our records indicate you have been a member since March 11, 2018.  During that time, you have logged in and changed your membership products from free to several options of paid memberships.  Most recently our records indicate that you ordered a one-dollar credit report along with a trial membership in our Experian CreditCheck(R) Total on June 26, 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 $32.46 on July 11, 2023.  You then called in and our agent downgraded you to our Experian CreditWorksSM Core membership with a billing of $5.40 on July 11, 2023.  This membership was cancelled and refunded in full at your request on July 11, 2023.  Per your statement that you did not request a membership, your benefits ended on July 24, 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 $5.40 on July 11, 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: 07/26/2023

  They charged me the $32 and change and I didn't ask for that membership. This is the refund they are supposed to refund. The lady had me downgrade which is the refunded amount I received but I never received the refund for the $32 and change which was my originally complaint with the company. They ask if you want to purchase for a dollar but then they automatically give you the $32 membership and I didn't ask for that I just wanted to check my credit. 

  Business Response

  Date: 08/01/2023

  Thank you for your additional comments.
  
  To clarify, when you accepted the trial period followed by the membership, the membership is not automatically added by Experian(R), it is part of the agreement you signed when you added your credit card and chose the Experian CreditCheck(R) Total monitoring membership on June 26, 2023.  With the choice of this membership, if you do not cancel within the trial period, your trial will move into the membership you selected as it had done in 2020 when you chose the same membership.
  
  As a courtesy, we have refunded $32.46 on August 1, 2023.  Please allow 3-5 business days for those funds to reach your credit card.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:07/10/2023

  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.

  Every month since February 2023, Experian has charged my checking account $26.19 (for a total of $130.95 as of July 10, with another charge to come through July 12th or 13th). I have never signed up for a paid membership of any kind with Experian. I called Experian on July 5th to ask why I was being charged and request a refund. They said that I have a free membership and they couldn't find my credit card in their system. The agent said that she escalated my concern and I would hear back from Experian. On July 10 I called back and the agent couldn't find any notes from my last call, or any escalations on my account. I've now been on the phone with Experian for over an hour, I've been transferred to "other teams" six times, and every agent has asked me for the same information with the same results given before transferring me again.Ultimately, I've informed the company that they're fraudulently charging my account and they're refusing to take action to correct it. They only see a free membership using my SSN, and they are unconcerned that there are charges from Experian against my checking account that they can't easily see. I'm still on the phone over an hour later with no resolution.

  Business Response

  Date: 07/27/2023

  Thank you for writing Experian(R) concerning your billing.
  
  We have located a membership that was billing your credit card number.  This membership was located when you called in on July 10, 2023.  The membership was cancelled at this time.
  
  We have processed a refund in the amount of $130.95 on July 27, 2023.  Please allow 3=5 business days for those funds to be applied back to your credit card.
  
  At this time we would like to express our regret that your experience *** 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: 07/27/2023

  
  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:07/06/2023

  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.

  To whom it may concern,I have reported a security issue that has not been resolved. There is an issue with the two factor authentication on the Experian.com website in which one can bypass the two factor authentication.

  Business Response

  Date: 07/18/2023

  Thank you for writing and expressing your concern regarding your Experian CreditWorksTM Premium membership. 
  
  Our representative attempted to contact you on July 18, 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.
  
  Let ********* you, your experience is not in accordance with our policies. We will take the appropriate steps to prevent a reoccurrence of events.
  
  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:07/05/2023

  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.

  Yesterday (July 4) I found out I got charged $24.99 for Experian membership, however I never authorized that. I never used this service, and I do not need this service and will not need this service in future. I called Experian and was told it was non-refundable. I would like a full refund ($24.99) of this. Thank you

  Business Response

  Date: 07/19/2023

  Thank you for writing and expressing your concern regarding your membership billing. 
  
  Our records indicate that you first enrolled with Experian(R) in 2017 and have changed monitoring products from free to paid and back 70 times when logging into the membership over the years. Most recently you ordered a 3 Bureau credit report along with an Experian IdentityWorksSM membership on June 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 of $24.99 on June 28, 2023.  Per your request, your benefits will cease,effective July 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.
  
  With the usage of the membership that our records indicate,your refund request is denied:
  Over 600 alerts that have been marked as read when you logged into the membership
  Last successful login on July 17, 2023
  3 Bureau reports obtained when changing to the paid products over the years with the last on June 17, 2023
  
  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:07/05/2023

  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.

  Back in May 2023 I ended up canceling my Experian membership cause it for wicked expensive and I kept on getting charged without no ahead notice. 7/3/2023 I have recieved a charge of 29.99$ to my card ending in ****. I am requesting a refund for that and I dont want anyone charging my cards without my authorization. I have canceled this membership before and somehow your system keeps charging me .

  Business Response

  Date: 07/14/2023

  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 CreditWorks Premium membership on June 23, 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 3, 2023.  Per your request, your paid benefits will cease, effective August 3, 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 $29.99 on July 11, 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:07/04/2023

  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 was fired from ******* on march 29. I have been struggling to pay bills and have applied for assistance from DES.i have been contacted by Experian via email several times in the past 2 weeks. I responded twice telling them to cancel the 2 plans I subscribe to. I am running low on funds and need every *****. On the 4th they deducted for the plans taking a total of $27.98 which I need for necessities. My balance is not enough for auto insurance. I want the plans cancelled and the money returned

  Business Response

  Date: 07/17/2023

  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 CreditWorksTM Premium membership on January 11, 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 January 22, 2022.  Per your request, your paid benefits will cease, effective July 17, 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 $27.98 on July 17, 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: 07/18/2023

  
  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:07/02/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a victim of identity theft so I signed up for Experian's membership to freeze and lock my credit. I was then locked out of my account multiple times and now I have no access to my account. I faxed over all the important documents to get access to my account. My membership case was closed due to the customer ********************** rep mishandling the case. It was then reopened and the same issue happened. The purpose of me starting the case was for the account to be removed and I would then be able to create a NEW account and get access. As of today, I still have no access to my account and each day I am without access, Experian is putting my identity at risk for more potential theft and fraud.

  Business Response

  Date: 07/13/2023

  Thank you for writing Experian(R) concerning your membership.
  
  Our records indicate you are currently not enrolled in any monitoring membership with Experian. 
  
  Since you are wanting to freeze your credit file, please follow the instructions for non-members.  We recently updated our processes for administering security freezes.  To add or remove a security freeze, a consumer must initially 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 complimentary product of Experian, which provides consumers access to their Experian report and FICO(R) Score once every 30 days, free of charge, 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.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:06/30/2023

  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.

  On 6-30-23 I called Experian in order to help me with my login to experian.com. My employer had given me login id to ********************** when a data breach occurred. I had also forgotten my password for that login id. In order to reset that password Experian sends an email to that work email address. I no longer work for that company so I am unable to receive email at that work address. I need to have that old login id (which is my work email address) and then create a new login id with my current personal email address. I have spent over 2 hours trying to get a person to assist me with this. Online doesn't work because I can't get and email sent to an address I don't have. I tried the automated number but there are no options there that will address my issue. They refuse to send me to a person even though that is the only option I have to address this issue.

  Business Response

  Date: 07/05/2023

  Thank you for writing Experian(R) regarding your membership login.
  
  Our records indicate you are currently enrolled in our complimentary Experian CreditWorksSM Basic membership as of March 8, 2022.
  
  Our agent reached out to you on July 5, 2023 and left a voice mail with their direct phone number.  Please respond to that agent for assistance in updating your personal information and logging in to your membership.
  
  We hope this information is helpful when considering this matter.

  Customer Answer

  Date: 07/06/2023

   As note in my complaint, we have reached out to this agent many times and left many messages. She never answers her phone, and has never returned a call.

  Business Response

  Date: 07/19/2023

  Thank you for writing Experian(R) regarding your membership concerns.
  
  Our records indicate a representative reached out to you on July 19, 2023 and assisted with your concerns.  If you are in need of assistance in the future, 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 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.

  We hope this information is helpful when considering this matter.

  Customer Answer

  Date: 07/27/2023

   Please contact us at our home phone number ************ or by email at *******************.  ***** mistakenly gave an email address that was not valid. Sorry for the confusion and please try us again.  Thank you.

• Initial Complaint

  Date:06/29/2023

  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.

  Today 6/29/23 I again have to make contact with the company as they yet again have taken my money after I canceled so I canceled before my subscription and it still took money from me they returned the money I requested them to cancel my account and they stated they had and today they took money again for the eighth time that I've canceled it seven times that I tried over the Internet once that I called in and they said that they closed it this is getting so ridiculous I literally just got done being a homeless and now I'm getting my money stolen from me by a business it's ridiculous

  Business Response

  Date: 07/12/2023

  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 CreditWorksTM Premium membership on April 5, 2032.  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 April 20, 2023.  Per your request,your paid benefits ceased, effective June 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 refunds totaling $55.10 as of June 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.

  Customer Answer

  Date: 07/13/2023

  
  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:06/29/2023

  Type:Delivery 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 being spammed to death. I'm attaching two screen shots of the amount of spam I received from Experian just since May 27, 2023 and I had been deleting them for many, many months. I created a "free" account and tried deleting it several months ago. It can't be deleted or closed and I get spam for me and my spouse (*************************). This arrived this morning. From: Stored with zero-access encryption ************************************** Inbox 9:43 AM Thursday, June 29th, 2023 at 9:43 AM To: ************************* Thursday, June 29th, 2023 at 9:43 AMThursday, June 29th, 2023 at 9:43 AM Out of desperation, I replaced my ************************* email address to an established then deleted temporarily email address and they still spammed fogrollsin. I've made other attempts to end the spamming but it is literally impossible.

  Business Response

  Date: 07/14/2023

  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 complimentary Experian CreditWorks Basic membership on July 2, 2022.  Per your request, your benefits ceased,effective July 5, 2023.  Your membership hasnt sent any emails since its cancellation.
  
  To prevent further Experian emails, we also cancelled your spouses Experian CreditWorks Basic membership as of July 14, 2023.  You should no longer receive emails from this membership as of this date.
  
  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: 07/14/2023

  
  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 except that I'm waiting to see if another email for me pops up again (I don't exactly trust them).  I've clarified what I see inaccurate in their response.

  
  Thank you,
  
  ***********************
  
  I received another email on July 6.  When I posted a note to TrustPilot today or yesterday cautioning people about Experian, then I received a note to contact them for help.  It's a little late.  I sent NUMEROUS correspondence (if Experian is missing what I have, I'd be glad to send the emails though I did list most of them) and attempted to terminate my account repeatedly to no avail and I went into contortions to do so.  I finally got this email from Experian saying they cancelled the account TODAY.  The timestamp is:  Friday, July 14th, 2023 at 9:57 AMFriday, July 14th, 2023 at 9:57 AM .  So their follow-up, to me, isn't exactly accurate and, as cautioned, there is no easy way to terminate the free account (which is ludicrous).  It took BBB to do so.  Thank you, BBB!