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 Consumer Services

  2544 Ashbrooke Dr Lexington, KY 40513-1431

• 

  Experian Consumer Services

  PO Box 1829 Agoura Hills, CA 91376-1829

• 

  Experian Consumer Services

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

• 

  Experian Consumer Services

  315 N La Cadena Po Box 970 Colton, CA 92324

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:04/29/2023

  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.

  They have locked my credit report and did not have permission to. They will not unlock an account that wasnt set up and yet are causing me to have issues with getting things I need. Stop doing fraud on peoples accounts

  Business Response

  Date: 05/10/2023

  Thank you for writing Experian(R) and allowing us to address your concern.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on July 16, 2019.  This membership is still active.  With this membership a CreditLock is not available and has not been placed on your credit file.
  
  Our records indicate you had placed a security freeze on your credit file on September 8, 2022, and permanent removed on the same date.
  
  We hope this information is helpful when considering this matter.

  Customer Answer

  Date: 05/18/2023

  This is not trues as I have tried to purchase a vehicle and the account was locked.  I tried calling to get it unlocked, but the person stated that there was no info in there, the account was not set up with any information, but that he couldnt unlock the account.  If an account was never set completely up how could it be locked in the first place.  If they can not unlock the account so that it can be used it will force us to go further with an attorney.  

  Business Response

  Date: 05/22/2023

  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.

  
  Please check with the other credit bureaus to be sure there are no issues with your credit file there.

• Initial Complaint

  Date:04/28/2023

  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.

  No they just keep emailing me and can't contact or get a response from anyone The problem is they restarted a membership I had no idea I was renewing In the past they caused me to lose an account with ibc bank that was in good standing,by accessing my checking account with no permission,and are continuously trying to access my cash app account after being asked to stop I just want them to cancel the membership fix what they put on my credit report adjust balance to 0 and not to contact me ever again

  Business Response

  Date: 05/09/2023

  Thank you for writing Experian(R) and allowing ** to address your concerns.
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on March 15, 2023.  This membership was upgraded to Experian CreditWorksSM Premium that same day.  This membership was cancelled to no benefits at your request during a phone conversation with our agent on May 3, 2023. 
  Our records indicate there have been no monitoring emails sent since April 26, 2023.  There was no billing for the life of this membership. Credit reports do not contain checking account information or cash application information; therefore, Experian would not have access information for those types of accounts.  All billing for monitoring memberships is done through valid credit cards provided during enrollment.
  After doing a detailed search of our database, we are unable to locate any account billing a ********************** card belonging to you.  If you feel this is in error, please provide the full credit card number being billed to Experian Consumer Affairs, PO Box ****, *****, **  75013.
  We hope this information is helpful when considering this matter.

  Customer Answer

  Date: 05/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:04/27/2023

  Type:Delivery 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 from Experian about an alert. But it was directed at my husband, who passed away several years ago. I tried every number available for this organization, but it's impossible to reach a person. One's only options are ordering credit reports or addressing freezes, the later of which I can't do for my late husband. I even logged onto the Web site, which again offers only the above options AND has no visible log-out option. So one's only option is to close the browser while still logged in. For the highly sensitive information this organization retains, such a lapse in security is unconscionable. No one should have to file complaints in order to speak to an actual human when addressing security issues. If Experian is so cheap that it can't afford to offer real customer **********************, it shouldn't be in business and especially not in the credit-information business.

  Business Response

  Date: 05/05/2023

  Thank you for writing Experian(R) and allowing us to address your concerns.
  
  First,we are very sorry about to hear of the passing of your husband.
  
  Our records indicate your husband was enrolled in our complimentary Experian CreditWorksSM Basic membership.  This membership had your email address attached to it, causing you to receive the membership email.  When a customer has logged into their membership on our website, the customer will go to the My Account section at the top of their membership to log out. Your husbands membership was cancelled to no benefits on May 5, 2023.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:04/26/2023

  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.

  When I try to sign in with my username, *********************, it tells me, "We were unable to find any accounts that matched the username you provided". Therefore, I did the Forgot Username option. Experian then emailed me saying, "Here is your username: *************************"I don't know how to get out of this loop.

  Business Response

  Date: 05/05/2023

  Thank you for writing Experian(R) and allowing us to address your concern.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on November 7, 2019. 
  
  Our agent spoke with you to give you our correction options for your membership.  We will be removing the membership from our website.  On May 9, 2023, you should be able to reenroll in the monitoring of your choice.  Please try only once and if you have any concerns, contact the agent you spoke with on May 5, 2023.
  
  At this time, we would like to express our regret that your experience with Experian CreditWorksSM may not have met your expectation or our standard of excellence. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

• Initial Complaint

  Date:04/26/2023

  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 downgraded my premium membership almost 2 weeks ago and then I wake up today and they charged me 24.99$ for a service that I canceled. They told me that theyll be no refunds but it was their fault.

  Business Response

  Date: 05/03/2023

  Thank you for writing Experian(R) and allowing us to address your concerns.
  
  Our records indicate you first enrolled in our complimentary Experian CreditWorksSM Basic membership on June 6, 2018.  This membership has been changed from free to paid many times over the past few years with over 15 changes in 2023.  Our records indicate you recentely enrolled in the Experian CreditWorksSM Premium membership on April 15, 2023.  This membership was billed after the trial periaod on April 26, 2023 in the amount of $24.99.  This membership was pending a downgrade to Experian CreditWorksSM Basic on May 26 2023.  However, in response to your complaint, your membership was cancelled to no benefits on May 2, 2023.
  
  We have also issued courtesy refund in the amount of $24.99.  Please allow 3-5 business days for those funds to reach your credit card on file.
  
  We hope this information is helpful when considering this matter.

  Customer Answer

  Date: 05/08/2023

  
  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:04/25/2023

  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.

  There is no credit report available with Experian, and I desperately need this as I am in the home-buying process. Equifax and TransUnion both have reports available. When will Experian update? Experian Member ID: *****************

  Business Response

  Date: 05/04/2023

  Thank you for informing us of your recent experience with Experian CreditWorks Premium.  Experianprides itself on providing an excellent customer experience, and vigilantly strives to provide the highest standards of customer care and satisfaction.
  
  Our records indicate that our representative attempted to contact you to assist with your concerns on May 4,2023, but was not successful.  If you are still in need of assistance, please contact our representative using the information provided to you by voicemail message. 
  
  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 **.  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:04/25/2023

  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.

  On 3/29/23 I set up a Protect My *********** account, on the phone with ******. It is sponsored by the ***********. ********** They charged my **** credit card for the amount of $159.50, the annual premium, on this date. My current credit card statement shows that this charge went through. When I called Protect My ID yesterday, 4/24/23, to see why I wasn't receiving any emails about my account, they said I had no account! They further explained that they had not received payment for any account. When I told them that the credit card charges had cleared they said that there was nothing they could do to resolve the issue, because I had no account. I spoke to a Spenser and ******** at Protect My ID. Thus, I have paid for a service and am not receiving one. Since I am a senior citizen and cannot figure out how to upload my credit card statement for you, if you email me at ************************ I can try to send you a picture of my credit card statement. I appreciate your help.

  Business Response

  Date: 05/02/2023

  Thank you for writing Experian(R) concerning your memberships.
  
  Our records indicate you have two active memberships.  To reach the correct agent for each membership, you will need to call the correct phone number.  Each number will lead to agents who know about that specific membership and do not have access to other memberships.
  
  For your ProtectMyID(R) membership, our records indicate you enrolled on March 29, 2023 and paid the yearly rate of $159.50.  To contact the agents for assistance with this membership you will need to call ************.
  
  You are,also, currently enrolled in our complimentary Experian CreditWorksSM Basic membership as of April 24, 2023.  To contact agents concerning this membership you will need to call ************ Monday Friday 6am 8pm PT and Saturday and Sunday 8am 5pm PT.
  
  We hope this information is helpful when considering this matter.

  Customer Answer

  Date: 05/07/2023

  The business did not specify that I was enrolled with the Platinum program which I paid for. I will reach out to them at the number they provided ************ and see what they say. I will get back to you with any info.

  Thank you for your most welcome help.

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

  Business Response

  Date: 05/17/2023

  Thank you for your additional comments.
  
  If you have questions or concerns about either of your memberships, please contact the customer ********************** agents with the phone numbers in our previous response for assistance.

  Customer Answer

  Date: 05/20/2023

  
  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:04/25/2023

  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 was provided an Experian account free of charge in response to the security breach they previously had. On Monday, April 24, 2023, I received an email from Experian indicating that my email was changed and if I didn't make the change to contact them. I immediately tried to access the account and sure enough I couldn't access the account. I attempted to resent the password and the reset link was sent to some random gmail address that wasn't mine. I didn't want to click the link in the email as I wasn't sure if it was legitimate. I went to Experian's website and attempted to contact ************** Membership ********************, and even their corporate office in **********, **. None of the phone numbers allowed me to reach a live person--infact the corporate office number hangs up on you. The automated service line repeated in an endless loop and was clearly dysfunctional. I sent an email to Experian using the email in the original correspondence. It took a day for a response and then the email requested a copy of my drivers license, a utility bill, and a copy of my social security card "to prove" my identity. I am told if I don't provide this confidential information I am unable to close the account to the scammer. This is the second security breach of Experian that I know of. The public needs to be alerted to the weak security that Experian provides and accounts that have been compromised should be shut down at the request of the consumer. Again, this account was provided to me free of charge because of Experian's previous hack--NOW it's the free account has been hacked. This is a total joke, an absolute scam. There has to be a number that is serviced by an actual person for consumers to call to stop fraud on their accounts. Credit card companies provide it why can't Experian? Experian has exposed my account to a hacker and I am livid.

  Business Response

  Date: 05/01/2023

  Thank you for writing Experian(R) concerning your membership.
  
  If you feel recent changes to your account 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 requested documents to Experian Consumer Affairs (ECA) at fax ************ or mail to ECA, PO Box ****, *****, **  ***** and reference BBB 19979121.  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:04/23/2023

  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 signed up for Experian Creditworks BASIC (free) on 28 Oct 2018. I have been fine with the free membership. However, about 1 1/2 weeks ago, I noticed on one of my credit cards that I was charged $24.99 from Experian. I contacted the credit card company and they told me it had to be posted before I can do. anything. Today, I saw that it was posted so I called the credit card company. Unfortunately, I was then told that I needed to reach out to Experian. In talking to Experian, the representative said it was a membership for the premium service (upgrade) that I signed up for last year. I did not sign up for this. The had no other proof other than what it read on his screen that it was last Apr 12. I checked my email and saw no emails surrounding that date signifying I upgradesld my account. The gentleman told me the period ended, I didn't contact them, therefore I was charged. I believe it may be glitch in their system. I asked for a refund, but he said he could not do it because their membership fees are non-refundable. Third is unacceptable. He offered a lower membership. I didn't want that. I asked to remove the premium and leave my account at the Basic **********************. I infrequently check my credit. Once he canceled the premium membership, I immediately saw the email but again not other emails noting that I've signed up for Trial premium service. I would like a refund of a $24.99 back to my credit card that was charged for a service that I did not ask/signup for.

  Business Response

  Date: 04/27/2023

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  Our records indicate that you ordered a credit report along with a trial Experian CreditWorks Premium membership on April 1, 2023.  The membership was not cancelled; consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee on April 12, 2023.  Per your request, your paid benefits will cease, effective May 12, 2023.  You will continue to have access to your Experian(R) credit report and FICO(R) Score once every 30 days, at no charge to you.
  
  Our website describes the offer and the order form details the terms and conditions of the offer, including billing at the end of the trial and monthly thereafter unless and until the customer notifies us of their wish to discontinue. The consumer agrees to these terms when submitting their order.
  
  We have, as a courtesy, issued a refund totaling $24.99 on April 27, 2023.  Please allow 3 - 5 business days for these funds to process to the credit card account.
  
  At this time, we would like to express our regret that your experience with Experian 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:04/21/2023

  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 pay Experian $24.99 per month for monitoring, I need to update my payment card on their website but it wont let me, it tells me to call their phone number ************** but when I do it will not accept my information to allow me to get help.So 1) I can access my credit score 2) I cant updated pay payment for monitoring service which I will cancel 3) They want to keep charging me $24.99 per month and accumulating a balance but wont allow me to access my information on their site to let me cancel their service and fees 4) I cannot reach their service representatives for help by phone because they wont accept my SS# and information that I have attempted to enter 14 times on their phone line 5) they are denying me access to help.

  Business Response

  Date: 04/26/2023

  Thank you for writing Experian(R) and allowing ** to address your concerns.
  
  Our records indicate you enrolled in Experian IdentityWorksSM Premium on March 3, 2019.  Over the years you have changed monitoring products from paid to free several times.  Most recently you were enrolled in Experian IdentityWorksSM Premium on February 10, 2022, with a billing of $24.99 monthly.  On April 24, 2023, you downgraded that membership product to Experian IdentityWorksSM Core with a billing of $4.99 per month starting on April 24, 2023.
  
  Our records also indicate you received a prorated refund of $18.33 on April 24, 2023.  Please allow 3-5 business days for this to process to your credit card.
  
  We also show you were able to successfully login on April 24, 2023.
  
  We hope this information is helpful when considering this matter.

  Customer Answer

  Date: 05/01/2023

  Badexperience501!
  5-1-23
  
  Yes, I was able to finally log in once after days of trying, and yes, changed to $4.99 service but then I was kicked out of the Experian site. Then I STILL could not log in to my Experian account. 
  
  THE PROBLEM IS I CANNOT REACH EXPERIAN FOR HELP.  EXPERIAN DOESNT TAKE CALLS for help, there is NO CHAT, NO I.T. SERVICE phone number. THAT is why I made a complaint.
  
  I tried "forgot ID" and I am using the correct information. Tried "forgot password" but when I entered my correct user name that your site just confirmed, it said no such account on file. 
  
  Today my 3rd attempt today did finally it accept my log ins, but if it didn't, I still wouldn't be able to reach service at Experian. And that's bad business for Experian being not only a credit monitoring company but giving a paying customer no access to get help logging in. That's why I changed the money I pay Experian to less than $5... You've lost 80% of my monthly money over this.

  Business Response

  Date: 05/10/2023

  Thank you for informing us of your recent experience with Experian IdentityWorksSM.  Experian IdentityWorksSM prides itself on providing an excellent customer experience, and vigilantly strives to provide the highest standards of customer care and satisfaction. 
  
  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 **.  It is through information provided by customers as you that we are able to improve our products and memberships.