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.

close

Find a Location

Experian Consumer Services has 28 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Experian Consumer Services

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

• 

  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

• 

  Experian Consumer Services

  949 West Bond Lincoln, NE 68521

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:06/22/2023

  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 contacted Experian Customer ********************** on Saturday June 3, 2023 because I could not access my account and needed assistance resetting my password. The automated system provided a menu option to send a password reset link to the email on file on my account, however, none of the reset emails came to my inbox, including Spam and Junk folders. The email address on my account has been verified by Experian and I routinely receive email correspondence from Experian to this address without issue. Consequently, I needed help from a live agent but the automated menu gave me no option to speak to a person. After repeatedly saying live support into the phone, the bot communicated that live specialist help is only available in limited situations. (paraphrasing). After waiting several hours and calling back again, the automated menu provided the option for a password reset link to be emailed and then asked if I wanted to speak to a live agent for help, which I accepted. When the live agent eventually answered, the very first question that was asked of me was to provide my full Social Security Number. Not the last four digits, but my full SSN. I am well aware that this information should never be given out over the phone and expressed my concern to the agent. I was told that this was required to proceed with ID verification on my account. After hours of trying to get live help I was extremely frustrated, so I reluctantly provided it. I was then asked a series of complex questions from my credit report which helped establish that I was the customer on the account. This is expected. In short, Experian needs to make live support more accessible to their customers and change their customer identification procedures immediately. I pay Experian a monthly fee for identity theft protection and their own business practice of requiring my full SSN over the phone increases the risk of having my identity stolen. I am requesting a response/explanation from Experian.

  Business Response

  Date: 06/29/2023

  Thank you for informing us of your recent experience with Experian CreditWorks Premium.  Experian prides itself on providing an excellent customer experience, and vigilantly strives to provide the highest standards of customer care and satisfaction.
  
  Our records indicate that you successfully contacted a representative who assisted with your login concerns on June 10, 2023.  Our records further indicate you successfully accessed your membership as recently as June 29, 2023.  In an attempt to confirm the resolution of your issue, our representative attempted to contact you on June 29, 2023 but was not successful.  If you are still in need of assistance, please contact our representative using the contact information provided to you via 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 the above information is helpful to you in considering this matter.

• Initial Complaint

  Date:06/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2021 -2023.I HAVE NOT BEEN ABLE TO LOGIN DUE TO THEM NOT SENDING THE PASSWORD. THEY MIGHT HAVE MY CORRECT LOG IN BECAUSE THEY SEND ME INFORMATION. THEIR DATA BREACH HAS AFFECTED MY ACCOUNT. THEY DO NOT HAVE PEOPLE ******* THE PHONES WHEN I CALL. USING YOUR PROVIDED NUMBER FOR EXPERIAN ( phone number:************** ) DOES NOT WORK

  Business Response

  Date: 07/05/2023

  Thank you for writing and expressing your concern regarding your Experian CreditWorksTM Basic membership. 
  
  Our representative contacted you on July 5, 2023 and assisted you with your login concerns.  Our representative also answered your questions regarding your Experian Credit Report and FICO Credit Score.  Please contact our representative using the contact information provided to you if you have any additional questions.
  
  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

  Customer Answer

  Date: 07/11/2023

  They are not telling the truth. I cannot login and check my credit. These are the same people that had the major data breach

  Business Response

  Date: 07/20/2023

  Thank you for writing and expressing your concern regarding your Experian CreditWorksTM Basic membership. 
  
  Our representative contacted you a second time on July 20, 2023 and assisted you with your login concerns.  Our representative also answered your questions regarding your Experian Credit Report, FICO Credit Score, Experian CreditLock, and Security Freezes.  Please contact our representative using the contact information provided to you previously for any future assistance.
  
  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

  Customer Answer

  Date: 07/21/2023

  This group allowed an id theft to occur. The is a federal document in my file stating this. Experian refuses to lock the account

• Initial Complaint

  Date:06/20/2023

  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 am unable to log into my account. I have changed my password, per your rep. I am still unable to log into my account. Your rep gave me a false phone number supposedly to technical support... they lied. I called back and was hung up on ... three times. I Have had this issue before. I need Technical support not arrogant and incapable CSR's. I need contact from someone who is able to resolve the issue.

  Business Response

  Date: 06/30/2023

  Thank you for writing and expressing your concern regarding your Experian IdentityWorksTM Plus membership.
  
  Our representative contacted you on June 30, 2023 and attempted to assist you with your login concerns.  After speaking with you on the phone and performing troubleshooting steps, our representative escalated your concerns to our engineers for further assistance with your issue. Depending on our findings, our representative will either contact you for additional information or notify you upon resolution of the problem.  
  
  Please contact our representative using the contact information provided to you during the call if you have any additional questions during the resolution process.
  
  We hope this information is helpful when considering this matter

  Customer Answer

  Date: 07/01/2023

  
  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:06/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a trial for Experian so I can see my credit scores for 3 bureaus. I cancelled the same day! I got a cancellation email right away and I assumed that was that. On June 18th when the membership would have been renewed and billed had I not cancelled, I got a second confirmation from Experian that since I cancelled my account will be downgraded to FREE. Perfect, this appears that all is working according to plan. Until, I see a charge on my credit card on June 18th for, you guess it, the service I cancelled. I put in a request to the customer ********************** online contact form explaining exactly this, that I got cancelled and my card was charged anyway so I would like my credit card removed. I disputed with my credit card company.Instead I received an email from customer ********************** blaming me for not cancelling and offered to give a "courtesy" refund and has not addressed my main concern about my credit card. This is beyond shameful. Its shameful that I am charged after cancelling and even more shameful that your customer ********************** reps seems to also believe I didnt cancel. Thank God for those emails. This is also not the first time I cancelled a membership from experian, but those records were long time now. Now I think its possible I was billed by them. This is thievery from a company most of us depend on to manage our credit file because we are forced to.Please remove my credit card from every system you have. You have lost my trust entirely and probably shouldnt have access to my social security number as well!

  Business Response

  Date: 07/03/2023

  Thank you for writing Experian(R) about the billing of your membership.
  
  Our records indicate you are currently enrolled in our complimentary Experian CreditWorksSM Basic membership.
  
  Our records also indicate you spoke with our Experian Consumer Affairs (ECA) agent on June 30,2023.  He explained the different products you had enrolled into for your membership, both paid and free.  He also explained that a courtesy refund in the amount of $26.58 was processed on June 19, 2023.
  
  Unfortunately,we are not able to delete your online account and profile at this time. We are legally obligated to retain records of requests for credit reports from the credit reporting agencies, to verify permissible purpose under the Fair Credit Reporting Act. 
  
  In addition, pursuant to federal regulatory requirements,we must retain a customers core account information (including any-and-all records of customer complaints pertaining to such account) for six ********.  Of course, we realize the sensitive nature of this information,and maintain this data with great care for security and respect for your privacy.
  
  We hope this information is helpful when considering this matter.

  Customer Answer

  Date: 07/05/2023

  The issue I am having with Experian is that they continue to ignore what occurred. They continue to refer to the credit as a courtesy credit. It is NOT a courtesy credit because I cancelled well within the FREE trial. I cancelled the same day I signed up, and I have attached proof that I had cancelled well within the 10 days. If they will not even acknowledge the error they have made in charging my card, how can I as a consumer trust that they will not charge it again inappropriately. This answer would have been acceptable had they acknowledge the error along with what they have done to prevent the error from happening again, but they continue to ignore my proof that I cancelled in time and continue to refer to my refund as a courtesy one. It is NOT, it is a refund to my card due to unauthorized access by Experian.

  Yes my account has been downgraded to a basic plan, but it was a basic plan when I was charged as noted by the email I received from Experian telling me my account is now FREE yet at the same time charging me. If TWO emails from Experians own system isnt proof that I cancelled then I can imagine just how much other consumers without proof gets hurt and has no leverage. Please acknowledge the error and let me know what you will do to prevent it again. Once more you NEVER gave me a courtesy credit because I was NOT supposed to be billed to begin with.

  Business Response

  Date: 07/13/2023

  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. 
  
  We appreciate your feedback and have noted your concerns. After conducting an additional review, our response remains the same.  Please refer to our previous response for further explanation.

  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 the above information is helpful to you in considering this matter.

  Customer Answer

  Date: 07/20/2023

  Hey Experian, I got billed another time after this! So of course your we will take steps to prevent this from happening did not happen. Imagine having to put a merchant block on my account for a big national name like Experian because all my efforts of connecting with them about unauthorized charges on my account went to deaf ears. If Experian had taken my communication with responsibility, apologize for what happened, assured me they will look into it and make sure this will not happen again I would have been satisfied. Mistakes happen to everyone even companies. But pretty much all my communication with Experian is worded as if I am the idiot who did not cancel my membership even while showing you two email proof from your system indicating that I did cancel. Does not matter, I continue to be told about my courtesy refund and you said you cancelled with no responsibility whatsoever. Experian will NEVER receive get a ***** if my money again and I will make sure to tell everyone I know and post on all social media I have, because I have full email proof of this entire transaction. Close this case, I have no interest in continuing this conversation further. It only ***** that by living in America I will still be forced to deal with this company due to the credit system.

• Initial Complaint

  Date:06/16/2023

  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 June 15,2023 Experian withdrew money directly from my account for an upgraded account membership. I did not authorize this transaction and was not informed by Experian that this was done. I only discovered this when I saw the charge on my bank statement. I am concerned that this company may be involved in fraudulent activity, and I want that money returned to my account immediately. I am not sure how they were able to withdraw money from my account for a ********************** I do not and never intend to use.

  Business Response

  Date: 06/26/2023

  Thank you for writing Experian(R) concerning your membership billing amount.
  
  Our records indicate that you have changed from free to paid monitoring products for a few years.  We show you enrolled in our Experian CreditWorksSM Basic membership on July 24,2020.  This membership was upgraded to our Experian CreditWorksSM Premium membership and required you to enter your credit card for billing purposes on October 3, 2020.   The membership was downgraded to Experian CreditWorksSM Basic on October 13, 2020. The membership was again upgraded to our Experian CreditWorksSM Premium membership and required you to enter your credit card for billing purposes on January 3, 2021.  The membership was downgraded to Experian CreditWorksSM Basic on January 13, 2021.  The membership was again upgraded to our Experian CreditWorksSM Premium membership and required you to enter your credit card for billing purposes on June 4, 2023 and billed $27.05 on June 15, 2023.  Your membership was changed on June 26, 2023 to the Experian CreditWorksSM Basic membership.
  
  A courtesy refund of $27.05 was provided to you on June 16,2023.
  
  Our records also indicate you have been successfully logging in several times each month since you have started your membership. The last login was on June 21, 2023.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:06/13/2023

  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 accepted an offer for a premiere membership with a trial period of about 7 days. I forgot to cancel and I got charged the monthly cost of $27. I reached out to Experian to cancel the membership so I dont get charged again since I know I didnt cancel during the trial period. I have just being charged again and there is no way to contact them. I called ********** and ********** but the automated system just goes in a circle and it actually say it will not be able to transfer me to an agent no matter what prompt I selected. I cant login to my account because I have to enter a card to update the premier membership before I can move forward but my bank card has already being charged. I have being able to chat with them in the past but I dont have that option on the website now.

  Business Response

  Date: 06/20/2023

  Thank you for writing Experian(R) and allowing us to address your concerns.
  
  Our records indicate you have changed membership products often over the years when you are logging into your membership.  We show you started with our complimentary Experian CreditWorksSM Basic membership on January 7, 2019.  This membership was upgraded to our Experian CreditWorksSM Premium membership on March 4, 2021.  Next you downgraded to the Experian CreditWorksSM Basic membership on November 8, 2022.  Then more recently you downgraded to Experian CreditWorksSM Basic on November 8, 2022. And you currently enrolled in our Experian CreditWorksSM Premium membership on March 25, 2023.  Your monthly billing has been $27.05. 
  
  Because of this complaint, we have set your paid membership to downgrade to Experian CreditWorksSM Basic membership on July 5, 2023. 
  
  We hope this information is helpful in considering this matter.

• Initial Complaint

  Date:06/13/2023

  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 paid my credit card balance down to bring my balance less than 30%, it is now at 19%. Experian updated my credit report but with no changes because they have my credit usage at 321%. The 321% includes paid and closed credit cards from years ago, that is harming my credit report tremendously. I am trying so hard to repair my credit because I am in desperate need to buy a house but the credit bureaus are hindering me from doing so. Please help me resolve this issue.

  Business Response

  Date: 06/21/2023

  Differences in your score *** be due to a change in balance on one or more of your credit cards,payment updates, or the addition of new accounts. Even the fact that your account(s) is one month older can affect your score.  If there are inaccuracies on your credit report, these could also be affecting your score and should be disputed directly with the credit-reporting agency providing that information. In general, there are many factors that can affect an individuals credit score,such as payment history, current debt, available credit to debt ratio, etc.  
  
  The actual scoring model and its calculations are proprietary to Fair ***** Corporation.  Credit scores are usually calculated based on the combination of all the credit factors in your credit report.  Your credit score is not based solely on one single item or behavior.  
  
  So although you *** have done something that you think should have changed your score, the FICO(R)Score actually looks at how this information combines with other information in your credit report and how, if any, this changes your credit score.  Your score *** go up, down, or remain constant depending on each factor as well as a unique combination of factors.
  
  The score analysis section that comes with your FICO(R) Score should help you understand what specific credit factors had a positive and negative affect on your FICO(R)Score. 

  Customer Answer

  Date: 06/22/2023

  this does not explain why my credit score has been the same for a month now. I have positive activity thats reporting with no increase or decrease of my score. Thats not usual activity. 

  Business Response

  Date: 06/23/2023

  Thank you for your additional comments.
  
  As previously stated, your score *** go up, down, or remain constant depending on each factor as well as a unique combination of factors.

• Initial Complaint

  Date:06/09/2023

  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.

  When I was switching payment bank accounts after a house move, Experian prevented me from updating my PII and other personal account details without me having to providing a new payment card detail on a page which refused to let me update personal information (this should be free as they are a CRA and regulated by FCRA).Also, there was no option to submit payment details by cheque, I checked. The website page stopped all further process to go into my account details to edit or view any of it.I think this is formal customer complaint then, since you are penalizing those who do not have credit card details from using your services.I had to call up and waste my time with your non native English call center overseas personnel to update my card details.Its also a complaint since the log in process is designed to prevent me from accessing my own personal information without a payment. I believe, this is... not quite legal.So, how are you going to make this right, in general for the US consumer, as well as me?

  Business Response

  Date: 06/16/2023

  Thank you for writing Experian(R) and allowing us to address your concerns.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on October 19, 2018.  Our records also indicate that you ordered a credit report along with a trial membership in our paid Experian CreditWorksSM Premium product when you logged in on May 26, 2023.  The membership was not cancelled; consequently, in accordance with the published terms of our offer, the credit card provided should have been charged our monthly membership fee of $24.99 on June 6, 2023.  When your credit card declined that billing,you account would not let you log in until the payment was made for the product you ordered.  We have downgraded your membership to the Experian CreditWorksSM Basic membership on June 16,2023. 
  
  You should be able to login without a credit card and update your information.  The Experian CreditWorksSM Basic is our free membership and any other product that you order will require a credit card to pay the monthly or yearly fees.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:06/07/2023

  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 receiving credit monitoring service for several years (3+) through Experian's IdentityWorks program for myself and my family. At one point I was paying for two separate adult accounts for myself and my spouse, each costing $24.99 monthly. On November 7th, 2021, I converted the two accounts into a family plan, at the advice of a phone representative, bringing my monthly cost to $29.99. I continued with this account until September 16th, 2022, at which point I upgraded for additional services, bringing my service cost to $34.99. In December of 2022 I hired a credit repair attorney and cancelled my service as it was now redundant; my attorney's fee included all of the services that Experian had been providing me. The next month it was brought to my attention that I was still being charged a monthly fee of $24.99, from Experian. This continued through April of 2023, as I attempted multiple times to resolve through Experian and my credit card's fraud department. Come to find out Experian never turned of the old account from my spouse and had been charging me multiple redundant fees since November of 2021, totalling an overcharge of $529.79! They have argued with myself, and the Discover dispute department, that these are authorized charges, and, in addition, refuse to provide me with any paperwork or access tied to this additional duplicate ghost account, because it isn't in my name and I cannot be verified for the account! I have attached some screenshots of the charges for the last few years and I've cropped out my personal information from the first page for my own safety.

  Business Response

  Date: 06/15/2023

  Thank you for writing Experian(R) about your membership billing.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on November 9, 2019.  This membership was upgraded to Experian CreditWorksSM Premium on August 20, 2021 with a billing of $24.99 from September 1, 2021 through October 30, 2021. You also received a refund of $18.54 on November 7, 2021 when you changed to Experian IdentityWorksSM Premium. With this membership your billing was $29.99 from November 7, 2021 through September 7, 2022 and then received a refund of $20.99 on September 16,2022.  From this point you added additional benefits and paid $34.99 from September 10, 2022 through December 16,2022.  The next product you were enrolled in was out Experian CreditWorksSM Basic on January 16, 2023.  Your membership was then cancelled to no benefits on March 2, 2023.
  
  If you would like for ** to complete additional research on the billing you have received, we will need some additional information mailed to Experian Consumer Affairs (ECA), PO Box ****, *****, ** ***** or fax to ECA at ************.  The information that we will need are:
  Letter requesting we complete additional research for BBB 20159015.  Be sure to include your contact information in case we have questions.
  Full credit card number being billed
  Name, email, and phone number for the additional membership
  
  Once we receive the above information, we will complete additional research and then contact you with the outcome.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:06/07/2023

  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.

  My daughter, *************************** got a free trial from Experian Credit, March 2022. She cancelled her "free" subscription on 3/11/22 and received documentation from Experian on 3/16/22.However, beginning on 3/16/22 and for the next 15 months through May 2023 Experian charged her **************** card, which is linked to mine as main card holder roughly $27/month x 15 months or approx $405. In appealing to Experian, i learned they in fact opened up another Membership ID under my name but charging to her card, which is linked to mine as main card holder, which is how i found the charges. Experian customer ********************** was rude and non helpful only offering, after much aggressive lobbying by me only 2 months credit due to a "no refund policy". To be clear, i never opened an account, they simply assigned a membership ID # to me and fraudulently charged my daughter's Amex for 15 months, but with an ID assigned to me. I never was involved, never got any notification from Experian and had no idea till I reviewed her AMEX bills. ******** did everything right, cancelled in time, got email confirmation (we can provide) that she cancelled in time etc. This is a fraudulent method to get a subscription account going and I believe is no mere clerical error. I think they do this in the hope less savvy consumers won't notice. This has required several hours of work on my part to get to the bottom of it and i should at least be refunded the full $405 charged. If Experian is smart, they should offer some other compensation for my troubles. One note, Experian is a ******, ******* company and the address i provided in ********** *****. is the only one i could find online. They do have an address for External Cunsumer Complaints of PO BOX **** *****, ** *****.

  Business Response

  Date: 06/12/2023

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  Our records indicate that you ordered a credit report along with an ExperianCreditWorks Premium membership on March 6,2022.  The membership was not cancelled within the trial period; consequently, in accordance with the published terms of our offer, the credit card provided was billed our monthly membership fee of $26.65 on March 16, 2022.  Per your request, your paid benefits ceased, effective May 24, 2023. 
  
  Our website describes the offer and the order form details the terms and conditions of the offer, including billing monthly until the customer notifies ** of their wish to discontinue. The consumer agrees to these terms when submitting their order.
  
  Your concerns are very important to us.  As the fees were billed in accordance with the terms and conditions of the membership, we must respectfully decline your request for a refund of the membership fees at this time.
  
  At this time, we would like to express our regret that your experience with Experian CreditWorksSM Premium 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.