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

  2377 Gold Meadow Way Ste 100 Gold River, CA 95670-4444

• 

  FreeCreditReport.com

  PO Box 91119 Seattle, WA 98111

• 

  Experian Consumer Services

  221 W 79th St Apt 3R New York, NY 10024-6229

• 

  Experian Consumer Services

  213 Willow Bend Ste. 152B Sacramento, CA 94203-0001

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:05/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Experian is refusing temporarily unfreeze my credit report I have requested a temporary unfreeze lift for the following dates : 05/17/2023 to 7/03/2023

  Business Response

  Date: 05/22/2023

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  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. 
  
  Our records indicate that you ordered an Experian CreditWorks Basic on July 16, 2019. 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. 
  
  Our records further indicate that our representative attempted to contact you to assist with your freeze concerns on May 22, 2023 but was not successful.  If you cannot or choose not to access our online services, you can contact ** by phone *************) or mail (ECA, PO Box ****, *****, ** *****) to received freeze assistance by phone.
  
  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

• Initial Complaint

  Date:05/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to set up an account to freeze my ************************* will not let me and when I call they won't connect me with anyone for help???????Terrible as they have all my credit history and offer a free service by US LAW but cannot set up an account

  Business Response

  Date: 05/30/2023

  Thank you for writing Experian(R) concerning the enrollment into an account to manage your security freeze.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on May 17, 2023.  This membership allowed you to set up your credit freeze on May 17, 2023.
  
  We hope this information is helpful when considering this matter.
  
  

• Initial Complaint

  Date:05/16/2023

  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.

  9.21.22-I canceled my Experian CreditWorksPremium membership. Experian emailed me confirmation of my request - Experian CreditWorks Basic membership would be effective 9.22.22 9.22.22-Experian emailed again advising of my Experian CreditWorks membership downgrade to Free plan. My ALERTS section in my profile shows this & lists the features I've lost from the Premium to Basic change. 01.21.23-Experian CreditWorks Premium was Canceled again after $1 7-day trial was utilized. Full 7 days not used. Experian emailed cancelation confirmation & listed membership end date of 01.22.23 - downgrade to Free Membership again 01.22.2023 - Experian emailed again "Confirmation, your account is now Free, ************************************************** Basic **************** 2023 - debit card was charged $24.99/mo for CreditWorks Premium membership. Unable to log into profile until payment was made, customer ********************** wouldn't assist. 04.18.23 - contacted my bank, filed a dispute for $49.98 since I NEVER reactivated the CreditWorks Premium membership again after the cancelation in ******* 04.19.23 - Received email from Experian that my CreditWorks Premium cancelation is confirmed and cancelation date effective 5.2.23, 14 days after it should've been effective. It was effective NEXT DAY in the past. The ALERTS section of my profile also didn't show this update as it had in the past either. 04.19.23 - $49.98 Refund issued by Experian for ************* CreditWorks Premium monthly charges per my bank's dispute inquiry. Experian emailed that refund issued May 3, 6, 7, 10- Experian emailed me advising my card had been declined for $24.99, needed to be updated to keep my Experian CreditWorks Premium membership, the one canceled on 4/19 that was never reactivated after 1.21.23 free trial cancelation... I emailed Experian asking why they were trying to charge me for a confirmed canceled membership, they never responded. 5.16.23- New $24.99 charge hit my bank account. Complaint being filed with BBB, **********

  Business Response

  Date: 05/23/2023

  Thank you for your correspondence and for the opportunity to respond to your concerns.
  our records indicate you have been enrolled with our monitoring products since 2019 and have changed products from free to paid several times over the years. Most recently, our records indicate you were enrolled in our complimentary Experian CreditWorksSM Basic membership on September 27,2022.  Upon log in on January 11, 2023,this membership was upgraded to Experian CreditWorksSM Premium membership.  Since you had signed up for a free trial period and downgraded during the trial period, there was no billing.
  
  The next product you enrolled in was our Experian CreditWorksSM Basic membership on January 22, 2023.  This was upgraded back to our Experian CreditWorksSM Premium membership on February 19, 2023.  This membership had a billing of $24.99 on March 2 and April 13, 2023, and a courtesy refund of $49.98 on April 19,2023.  You were placed in a pending downgrade to Experian CreditWorksSM Basic to start on June 2, 2023, and billed again on May 16, 2023, in the amount of $24.99. We have cancelled your membership to stop the billing and on May 23,2023, we issued a courtesy refund of $24.99. Please allow 3-5 business days for that refund to process to your credit card on file.
  
  We appreciate the time you took to send ** your comments.  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.

• Initial Complaint

  Date:05/16/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paying for advertised services and not receiving the services. I filed a complaint with Experian. #********

  Business Response

  Date: 05/30/2023

  Thank you for writing in and allowing us to address your concerns.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on January 11, 2023.  On that same date you upgraded to our paid Experian CreditWorksSM Premium membership. 
  
  If you are needing to reach our customer ********************** team, you can call ************ Monday-Friday 6am-8pm PT and Saturday and Sunday from 8am-5pm PT.  Or if you prefer, you may write or fax Experian Consumer Affairs at fax number ************ or mail to ECA, PO Box ****, *****,** 75013.  Be sure to list the specifics of the complaint in your contact with ** so that we may assist you.
  
  Thank you for your understanding and cooperation.

• Initial Complaint

  Date:05/15/2023

  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 have my credit report and score blocked so no one call pull my credit report or get my credit score and history. I call numerous. Of times and they have repeatedly told me there wasnt a block or freeze on my credit report but Im yet to purchase a home. Due to my credit report and you score is unverified and available. Ive apply to over 25 homes and got Denied due to my credit score history being unavailable. I want experiaN to refund me all of my money.and unblock my score and credit history so I can get me a house.

  Business Response

  Date: 05/25/2023

  Thank you for writing and allowing us to address your concerns about your credit report.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on November 30, 2020.  This membership was upgraded on February 9, 2022, when you enrolled into our Experian CreditWorksSM Premium membership.  this membership was downgraded on June 21, 2022, to our Experian CreditWorksSM Basic membership.  Again, the membership was upgraded to our Experian CreditWorksSM Premium on September 4, 2022, and then downgraded to Experian CreditWorksSM Basic on January 3, 2023.  Our records there was one more round of changes that started with upgrading to Experian CreditWorksSM Premium on April 30, 2023, and then downgrading to Experian CreditWorksSM Basic that should begin on May 30, 2023 before your next billing.
  
  As for a block on your credit file, we do see where you added a freeze and removed it the same date of April 30, 2023.  There is currently no CreditLock or security freeze on your credit file with Experian(R).  If you had applied on April 30, 2023 to have a creditor check your credit history when the security freeze was on your file,the creditor will need to restart the application process instead of running the same application again.  Using the same application will give them the same results that a security freeze is in place.
  
  To address your request for a full refund, we have done a detailed search of the products you have enrolled into and the usage of each product. You are not eligible for a refund of any of the billed charges since you were able to check your alerts, credit report and score and the other benefits provided through your membership.
  
  We hope this information is helpful when considering this matter.

  Customer Answer

  Date: 05/26/2023

  Still block as of right now. Just got denied again. 

  Business Response

  Date: 06/08/2023

  We appreciate your feedback and have noted your concerns. After conducting an additional review, our decision remains the same. Please refer to our previous response for further explanation. Thank you for your patience in this matter.

• Initial Complaint

  Date:05/15/2023

  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 had a basic membership with Experian for multiple years. Last year, I got married and my wife purchased the family plan and tried to add me. every single time I try to use the sign up link, Experian sends a message saying you already have an existing account so please delete it to upgrade. But when I have sent multiple deletion tickets to Experien, they dont do anything about it and keep sending me in loops. All the while, my wife is paying for a family plan I cant use because Experien wont let me sign up, but had no problem selling the plan to my wife.

  Business Response

  Date: 06/01/2023

  Thank you for writing in and allowing us to address your concerns.
  
  We are in the process of removing your cancelled Experian CreditWorksSM Basic membership from the website to allow you to enroll in the family plan.  Once your membership has been removed, our agent will email you that it is time to try the enrollment again.  Please do not try until we have completed the process on this end.
  
  We appreciate your comments and understanding while we resolve this concern for you.

• Initial Complaint

  Date:05/14/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Asked for a refund as I have basic free membership and they have charged me. I have attempted to contact them 20 times in which they keep sending the same three emails to provide them with screen shots of my bank and all membership info I have attempted to call but received no response.

  Business Response

  Date: 05/30/2023

  Thank you for writing and expressing your concern regarding your membership. 
  
  Our records indicate that you enrolled in our complimentary Experian CreditWorksSM Basic membership on June 21, 2018.  Upon login on October 26, 2022, you ordered a credit report along with a trial Experian CreditWorksSM Premium membership.  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 November 5, 2022 and monthly on or about the 5th of each month.  Per your request, your paid benefits ended on February 10, 2023.  Your membership was downgraded to Experian CreditWorksSM Basic, and 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 of $24.99 on May 16, 2023.  Please allow 3 - 5 business days for these funds to process to the credit card account.
  
  Our records show that you were able to login and use the benefits of both membership products including obtaining 3-Bureau credit reports.
  
  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:05/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a membership with experian for credit monitoring and experian boost. These allow my utilities and streaming bills to be captured for credit worthiness. In the last year they have unfairly dropped my credit scores. I have worked hard to bring it back up, now this week alone, experian has deleted 4 of my accounts of their own doing. Nothing has changed on these streaming accounts on my end at all. Same banks, same accounts, same deductions. They then alert me that it is a glitch on their part but that it will reduce MY score! Thus is insanity and i pay a fee for this c*** Then to top it off, it is an iron curtain, you cannot talk to anyone about it to get it corrected. I have went messages, to which they never respond. This is the biggest fraud scheme if their ever was preying on consumers who are trying to improve their scores. We need help!

  Business Response

  Date: 05/22/2023

  Thank you for writing Experian(R) about your credit score.
  
  Our records indicate you are currently enrolled in our Experian CreditWorksSM Premium membership with a monthly billing of $21.64 on the 27th of each month.
  
  Our records also indicate you received and read an alert on May 13, 2023, requesting that you reconnect your Lone *************** for your Experian BoostTM program.  When you receive these alerts, please reconnect the financial institution mentioned so that your self-reported accounts can be added back to your credit score.
  
  We hope this information is helpful when considering this matter.

  Customer Answer

  Date: 05/23/2023

  the disconnect happens on almost a daily basis and i do reconnect each time. Howere your own message references your own system had a glitch therefore it removed accounts. How is it that is MY fault? Your response is clearly lacking any willingness to address your own internal issues or willingness to correct your own mistakes that impact me. 

  Business Response

  Date: 06/06/2023

  Thank you for your additional comments.
  
  When a financial institution is disconnected from a membership, it is because the financial institution has updated some of their security.  This is a plus for you as their customer, but it will cause you to need to reconnect your financial institution.  This is not a security upgrade that Experian(R) is involved with in any way.  It does not mean that there has been a glitchwith the Experian BoostTM program.
  
  We have noted your concerns and assure you that we give serious consideration to the concerns of our customers.  It is through feedback such as yours that we are able to improve our products and memberships.

  Customer Answer

  Date: 06/12/2023

  it is unacceptable to create changes that remove ratings that You deem to change due to your own initiative to increase security that in turn reduces my score through no action of my own. Per your own statements previously included you indicated that a change you created may drop my score. Since you have so heavily adopted and the financial world has so heavily heeded you influence into customers credit scoring, I submit to you that you need to be quite cautious in making changes that negatively impact customers such as myself when we are diligently doing our beat to improve credit scores. 

• Initial Complaint

  Date:05/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have spent hours trying to set up an account with ********************. I have been diverted from person to person on the phone after their website didn't work. Finally, I asked to speak to a supervisor. I explained my dissatisfaction with the company. He listened and then hung up on me. I am a physician with no credit issues and a high credit score over 800. I simply wanted to set up an account on line so that when needed, i could unfreeze access to my date without having to call. This company is poorly run and should not be allowed to oversee credit for individuals. Thank god I have no issues with my credit. However, I can imagine how difficult it would be for an individual in that situation. disgraceful company. should not be in business

  Business Response

  Date: 05/22/2023

  Thank you for writing and expressing your concern regarding starting your freeze management account.
  
  Our records indicate you are currently enrolled in our complimentary Experian CreditWorksSM Basic monitoring membership as of May 16, 2023. We show this membership is still active. Our records also show you are successfully managing your security freeze.
  
  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: 05/23/2023

  
  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.  I am hoping that the company improves their website and phone system
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:05/11/2023

  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.

  First off its so hard to even speak to customer ********************** to even try and resolve any of these issues especially for something so simple that can easily be fixed! Month after month after month Experian keeps drafting from my bank account and I cant even speak with someone for them to show me proof they have permission to draft and 2nd to get them to stop drafting and return what they keep drafting its not right! If they only knew how detrimental it is for them to keep doing that yet I cant speak to anyone to make it stop!

  Business Response

  Date: 05/22/2023

  Thank you for writing and expressing your concerns.
  
  Our records indicate that on September 23, 2022, a paid membership with Experian CreditWorks Plus was enrolled in the name of **************, on a one-dollar trial basis. 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 $23.76 ($21.95 plus tax) on October 4, 2022, and each following month.
  
  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 cancel.  The customer agrees to these terms when submitting their order.
  
  Your concerns are very important to us.  In response to your BBB complaint, your membership was immediately cancelled on May 22, 2023, and in the interest of customer ********************** and goodwill, we have issued a refund to the credit card on file in the amount of $71.28.  Please allow 3-5 business days for these funds to process to your credit card account.
  
  We appreciate the time you took to send us your feedback.  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 such as you that we are able to improve our products and memberships.
  
  We strive for customer satisfaction and we hope that the above information is helpful to you in considering this matter.
  
  

  Customer Answer

  Date: 05/25/2023

  Thank you for the good faith refund that was sent, however 9 months of payments were taken out and a call was made for this to be cancelled several months back and it was not cancelled. I am trying to locate the phone bill to show that the call was made for it to be cancelled. I was only given an option to accept or reject and I opted to reject so that I could explain to you that the call was made to cancel and that Im getting proof of the phone call if that will suffice in showing you that the call was made to cancel. Will that information work when I ask our phone company to provide that date and time of call? I dont want to reject the refund that was already given that was not my intent of selecting reject however after making 9 months of payments and knowing that a call was placed for it to be cancelled I want to know if that proof of telephone call being made to cancel will suffice. Thank you for your response it is greatly appreciated.

  Regards,

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

  Business Response

  Date: 06/08/2023

  We appreciate your feedback and have noted your concerns. After conducting an additional review, our decision remains the same. We do not have any cancellation calls for this membership.  Please refer to our previous response for further explanation. Thank you for your patience in this matter.