Complaints

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

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  Experian Consumer Services

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

• 

  Experian

  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:06/05/2023

  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 refuses to stop emailing me about *** offenders in my area. These notices are stigmatizing, ***etting, and wholly unrelated to protecting my credit. Instead of allowing me to disable these notices, I get nonsensical emails from Experian staff that ask for my personal information and attempt to trick me into deactivating my account entirely. The whole reason I have an account with ********************** is because they compromised my personal information, a class action lawsuit was settled, and I opted for 10 year credit monitoring in lieu of a cash payment so that I could mitigate any damage from their errors in protecting my privacy. Experian staff are outright refusing to forward my complaint to a supervisor or higher *** within the company who have the authority to change their policy about *** offender alerts to either eliminate them entirely or at least allow individual account holders to disable these troubling and offensive alerts.

  Business Response

  Date: 06/12/2023

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  Our records indicate that our representative successfully contacted you to assist with your concerns on June 12,2023.  The email alerts you receive are a part of your membership benefits and arent able to be turned off.  If you are in need of further assistance,please contact our representative using the contact information provided to you by voicemail.
  
  We appreciate the time you took to send us your comments and suggestions.  We value the input from our customers and assure you we will give serious consideration to the issues you presented to us.  It is through information provided by customers as you that we are able to improve our products and memberships
  
  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

  Customer Answer

  Date: 06/15/2023

  I was disrupted while at work by a call from this customer ********************** representative who informed me there was nothing she could do to resolve my complaint.  So no, my issue is not resolved and no calling her back isn't going to do anything.  It is unclear why plain English is not understood by the people at Experian.  I am aware that the notifications cannot be turned off.  THAT IS MY ENTIRE ISSUE.  They need to create an option to turn off *** offender notifications or, better yet, stop sending out those stigmatizing email alerts that have literally NOTHING WHATSOEVER to do with credit.

  Business Response

  Date: 06/16/2023

  We appreciate your feedback and have noted your concerns. Please refer to our previous response for further explanation. Thank you for your patience in this matter.

  Customer Answer

  Date: 06/22/2023

  Since the last response I have gotten yet another of the unwanted *** offender alerts.  It really needs to stop.

• Initial Complaint

  Date:06/05/2023

  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.

  I have reached out and this company continues to make it difficult to get a live person on the phone. I have lost access to my old emails and have been trying to contact them to update my information but haven't had any success. This is extremely important to make sure my credit isn't continued to be messed with by anyone else. I ask someone to call me not email or a letter through the mail but a phone call to the number I updated with them through mail so I can update my information and change it to be able to see my credit and make sure no accounts are added that are not approved through me personally. Thank you for your help!

• Initial Complaint

  Date:06/02/2023

  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.

  Unable to login to the site to check paystubs. I use my correct login info and then the site prompts me that my password is expired. I have to answer my security questions, which I do, but then it tells me that one or more of my answers are incorrect. No "correct" answer will be accepted. There is no number, email address, or other means to contact them to reset my password and/or security questions. I'm literally stuck, unable to access my account and pay stubs.

  Business Response

  Date: 11/15/2023

  Thank you for writing and expressing your concern regarding Experian(R).Our representative was able to successfully reach you at 11:30 AM CST, November 15, 2023. We were able to review that you did not need assistance with viewing your pay stubs on Experians website. Thank you for your understanding in this matter.

• Initial Complaint

  Date:06/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Received an email stating that the email was updated. Somebody changed my email and added there's on my account!!! I have called both numbers that was giving to me on the website. I can't get a hold of a live person. I sent a email to member service they send a standard email!!! This very important. This is my personal information.

  Business Response

  Date: 06/08/2023

  Thank you for writing Experian(R) concerning your membership.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on September 27, 2022.  This membership allows access to your Experian(R) credit report and FICO(R) Score once every 30 days, at no charge to you.
  
  If you feel that recent changes to your account information 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 ****, *****, **  ***** and reference BBB Complaint ID ********.  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.

• Initial Complaint

  Date:05/26/2023

  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.

  do not know if Experian target a certain zip code or minority. But I pay all my bills ontime margage credit card and all Bill's even before they due but my credit still going down. Today I look at my credit it went down 35 points. To them because my balance went down $750 I never owe $750 to be honest my balance Is over the amount as speak and at the time when they reduce my score it make do sense. At no time they ever increase my score 35 points or more even when I pay my $2300 a month mortgage. How is this possible? 35 points because to the my balance went down $750 which again that is a lie I paid my credit card Bill's every time I spend or every week for the past 9 years I only have one credit card. So I have no other choice but to believe they're targeting a certain zip code or people of colors. Its totally a scam. How do you keep penalizing people who pay their Bill's on time or before due dates? At one point if I do not spend on my credit card they reduce my credit said I'm not spending. One time I spend $35 and my credit score reduced 20 points. At no time they ever increase my score 20 or 35 points or more. Never even though I paid my Bill's on time or before the due dates. I would never recommend them. And Experian boost they are worst because I do not pay $25 or $29 per month for them to monitor my score why am I been penalized?

  Business Response

  Date: 06/07/2023

  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 September 26, 2021. 
  
  Your FICO(R) Score is calculated based on the data in your credit report at the time you request your credit report and score. Every time you request a new score, a new credit report is pulled, and your new score is calculated based on the information in your credit report, up to once a day.  Be aware, your credit report may change often. 
  
  Differences in your score may 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 may 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 change 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. 

• Initial Complaint

  Date:05/22/2023

  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.

  In order to unfreeze my credit with Experian, it is required that I create an account. Upon creating this account, ********************** sends me unsolicited emails which cannot be unsubscribed from. These messages notify me of mundane, day-to-day changes of non-remarkable events. For example, on 5/17/2023 I received an email notifying me that the balance of one of my credit decreased.These messages claim that they are not marketing material. However, as a next step for my credit balance decreasing (which again, is a normal event which requires no intervention or monitoring), the email directs me to a product page for Experian's 3-Bureau Credit Report and FICO score, for which they ask $39.99. Furthermore, clicking any of the actionable links in the email or logging into Experian's website directly immediately shows two advertisements which must be acknowledged prior to taking any action on the site, followed by myriad embedded advertisements throughout. It is clear that these emails would be classified by any reasonable person as both marketing material and spam, and the content of the message itself attempts to skirt the definitions established by CAN-SPAM and other relevant legislation. The true purpose of these emails is not notifying end users such as myself of any useful information, it is funneling traffic into their marketing website.Finally, closing this account to prevent future emails is unreasonably difficult. Since these messages cannot be unsubscribed from via any included link in the message, I must manually navigate to their site, where the only way to cancel the account is calling a support center. At the very least, the process of closing an Experian account could easily be made accessible online, as the support agent was able to do this in minutes when I called. Thus, it is clearly already automated.

  Business Response

  Date: 06/07/2023

  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 16, 2022.  Per your request, your complimentary benefits ceased, effective May 20, 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 ** by phone *************) or mail (ECA, PO Box ****, *****, ** 75013).
  
  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: 06/13/2023

  
  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:05/21/2023

  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 set up a basic [free] Experian account on 4/16/23 in order to freeze my credit. On 4/24/23 I got a series of emails from Experian notifying me that my email, username, home address had been updated and my credit was unfrozen-- essentially due to someone hacking my account. I immediately called Experian that day and notified them that I did not make or authorize these changes and my account had been hacked. They corrected my information and froze my credit again but requested I provide my social security card, a utility bill and driver's license to verify my identity so that I may regain access to my Experian account online. I faxed the requested documents to their Consumer ****************** at ************ on 4/28/23 and 5/5/23 [second fax requested as one page was not legible per Experian]. I called and confirmed they received both faxes. I also came to find out the hacker opened up a Experian Premium works membership [and charged it to their credit card] so they would have access to my credit reports. I cancelled the membership set up by the hacker and notified Experian of this hack as well. I find it extremely disturbing that Experian, one of the major credit bureaus, lacks a two-factor authentication system for log-in and essentially has a laxed security system. Reading Experian reviews and reports online, this seems to happen quiet often that customers' accounts are hacked online and yet they still have not implemented a two-factor authentication system in place despite every single major company these days having that for security reasons. Since submitting those documents, I continue to call Experian as I have yet to regain access to my online account. When I call, I get transferred to various departments and they continue to say I will be contacted soon.It has been over 2 weeks since I faxed all the necessary documents as requested and I need Experian to contact me ASAP so I can regain access to my online account.

  Business Response

  Date: 05/30/2023

  Thank you for writing in with your membership concerns.
  
  Our records indicate your membership was removed from our online site on May 23, 2023.  You will need to go to www.experian.com and enroll in the product of your choice. 
  
  Once you enroll successfully into the product of your choice, you will be able to set up 2-Step Verification.  We have had this process but it must be activated by the member.  You will log into your membership.  Go to the circle with your initials in it and find My Account.  Once you are on this page, scroll to the bottom of the page to locate 2-Step Verification.  You will activate the 2-Step Verification.  When you log out and start to log back in, the site will ask you if you would like to receive a text or call.  Make your selection and add the code when requested.  Then continue with the log in process.
  
  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: 06/01/2023

  Although I have regained access to my Experian account finally after submitting my complaint to the BBB, I have come to find out that my SSN on my credit report was changed by the hacker and despite me faxing my SSN card to Experian (and other documents you asked of me) the company did not even bother verifying my information that I sent and never corrected it on my account. 

  Business Response

  Date: 06/13/2023

  The membership you have access to is the new membership you started on June 2, 2023 and is not the same membership we removed from our web site on May 23, 2023.  Your last successful log in for the new membership was on June 3, 2023.
  
  Further,the social security number is identical on your documents you sent in to verify your identity and your new membership.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:05/20/2023

  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.

  Started to affect my account in March after changing my home living address with the request that my mailing address be used for any correspondence. I have not been able to login and stay logged in since March. Representatives kept stating until now that someone would call back and no one has. I do believe that my minor child's information is being used and my identity due to a stolen passport and license in and apartment complex in *******, **. I have had many subscriptions, but when I try to add my child, it will not let me which makes me feel as though something is going on with her information. I wanted the service more for my child's safety with her social security number also being stolen and to protect her from fraud or any human trafficking.

  Business Response

  Date: 06/06/2023

  Thank you for writing and expressing your concern regarding your membership.
  
  Our representative attempted to contact you on June 6, 2023, to assist you with your login concerns.  There was no answer.  Our representative was unable to leave a voicemail message. 
  
  We have escalated your concerns to our engineers for further assistance with your issue. Depending on our findings, we 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 by email message if you have any additional questions during the resolution process.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:05/19/2023

  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.

  On 5/19/2023 I attempted to log into my Experian account, my password did not work. I attempted to use the password reset function which also did not work. I attempt to contact Experian and the robotic assistant keeps telling me it is unable to connect me with a specialist, it will only send a password reset email which does not function. I attempted to contact the fraud department and was again unable to reach a customer ********************** representative. Since Experian is unable to resolve such a simple issue they should not be able to have access to such vital information that affects my ability to make purchases and receive financing.

  Business Response

  Date: 06/07/2023

  Thank you for writing and expressing your concern regarding your Experian CreditWorks Basic membership.
  
  Our representative contacted you on June 7, 2023 to assist you with your login concerns. 
  
  We have escalated your concerns to our engineers for further assistance with your issue. Depending on our findings, we will either contact you for additional information or notify you upon resolution of the problem.   Please contact our agent 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.

• Initial Complaint

  Date:05/18/2023

  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.

  experian 's system wouls not take my password]. i could not change it. tried and tried to call. finally got a rep didn't understand english. veryrude. m accont was froze without my consent. i chnged the password still didn't work. getting a rep is impossible. i could not get info abut my account there system wouls nt take the codes several times. there system does not work. they refuse to look into it.

  Business Response

  Date: 06/06/2023

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  Our records indicate that our representative successfully contacted you and assisted with your membership concerns on June 06, 2023.  If you need additional help with your membership, please contact our representative using the information provided during the call.
  
  We appreciate the time you took to send ** your comments and suggestions.  We value the input from our customers and assure you we will give serious consideration to the issues you presented to us.  It is through information provided by customers as you that we are able to improve our products and memberships
  
  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.