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

• 

  ProtectMyID.com

  PO Box 22 Allen, TX 75013-0001

• 

  Solstice Custom Homes

  5740 SW Arrow Wood Ln Portland, OR 97225-1330

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:04/03/2023

  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 had file a previous complain because i been trying to apply for a home loan and a credit card but they keep telling me they cant pull out my report because its frozen , they responded saying they sent a report to my home Wich btw i haven't received and that apparently my credit is not frozen but i retry to apply and got the same answer , i called customer support they said they escalated the issue because they can actually see that there is something wrong in my account they said theyll get back at me within 10 days but they haven't , i need someone to contact me to come up with a solution or something im not sure what is happening . ive attached a picture of my credit card application from 04/03/2023 being denied cause they cant check my credit because it still showing as frozen ,

  Business Response

  Date: 04/17/2023

  Our records indicate that you ordered a credit report along with a complimentary Experian CreditWorks Basic membership on July 5, 2022.  This membership allows access to your Experian(R) credit report and FICO(R) Score once every 30 days, at no charge to you.
  
  Our records further indicate that the disputed security freeze does not appear on your current Experian credit report. 
  
  Experian strives to achieve a high level of customer ********************** for all the consumers they assist.  Let me assure you that Experian takes its commitment to efficient, expeditious service seriously.  Thank you for allowing me to assist you.  Please contact our office if you have any questions.

  Customer Answer

  Date: 04/18/2023

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

• Initial Complaint

  Date:04/03/2023

  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 tried to open a checking account twice. ********************** has my account frozen. I tried to create an account on ******************** and keep getting error messages. It will not verify my information. It will not let me complete my registration. I have tried on a computer as well as the app. I get error after error message. The do not answer the phone. I have tried at least 10 phone numbers it all the same online virtual recording. They basically have my entire ability to get a checking account frozen and i can't speak to anyone.

  Business Response

  Date: 04/17/2023

  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.  
  
  Our records indicate that you ordered a credit report along with a complimentary Experian CreditWorks Basic membership on September 8, 2022. 
  
  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 ****, *****, ** *****).

  Customer Answer

  Date: 04/19/2023

  Their response was to call the same number where you cannot talk to anyone. Or, try to login to the same site with the error message. No other response from Experian and my account is still frozen with no way to unfreeze.

  Business Response

  Date: 04/26/2023

  Our agent has attempted to call you but was unsuccessful.  She has also sent an email to assist you.  Please reach out to that agent for assistance.

• Initial Complaint

  Date:03/31/2023

  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.

  Over a year ago I got my identity stolen. I did a fraud alert and froze my credit through equifax. The freeze ended at the one year **** on both equifax and transunion. I recently started the process of buying a home. I went into escrow and then we discovered my experian is still frozen to my surprise. I called experian number times, never reaching a real person. Once I got in contact, they refused to help me because they would not believe I am me. They refused to help me, I contacted them through email and did the steps they said to do. I sent in all my documents proving who I am. I have not heard back from experian and it has been a week. I only get copy and pasted emails from them. I am about to lose my home in escrow, thousands of dollars and countless hours down the drain. I simply need experian to help me get my credit unfrozen and they will not do anything for me. Im at a complete loss and never dealt with such terrible customer **********************. Its almost impossible to just reach them over the phone. This is not ok.

  Business Response

  Date: 04/14/2023

  Thank you for writing Experian(R) concerning your security freeze.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on April 3, 2023.  This membership was immediately upgraded to our paid Experian CreditWorksSM Premium membership on April 3, 2023.  This paid membership is still active and bills each month at $24.99 monthly on or about the 14th of each month.
  
  Our records indicate you added a security freeze on your credit file on March 13, 2021 and successfully removed the security freeze on April 3, 2023.  We also show your last successful login was on April 13, 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:03/29/2023

  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 offers no option to speak to a live representative to ask questions about credit score changes. All phone numbers that point to Experian default to an automated system that says it can only transfer to a live representative in limited circumstances. The system then fails to default to a representative when prompted, and ultimately disconnects the call. Unconscionably horrible service for a credit reporting agency.

  Business Response

  Date: 04/14/2023

  Thank you for writing Experian(R) with your concerns about your score.
  
  Our records indicate you are currently enrolled in our complimentary Experian CreditWorksSM Basic membership.
  
  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 *** change often.  
  
  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.
  
  We hope this information helps when you consider this matter.

• Initial Complaint

  Date:03/29/2023

  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.

  I checked my credit score on experian and a few months later noticed they have been charging me for a subscription. I never even came close to wanting a trial or a subscription. I had no emails confirming a subscription or even for being charged.

  Business Response

  Date: 04/14/2023

  Thank you for writing and expressing your concern regarding your membership. 
  
  Our records indicate that you ordered free credit report along with a trial membership on December 29, 2022.  The membership was not cancelled; consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee on January 9, 2023 and monthly on or about the 9th of each month until cancellation.  Per your request, your paid benefits ceased, effective April 8, 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 with the complimentary Experian CreditWorksSM Basic membership.
  
  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.
  
  Our records indicate you have successfully logged into the membership more than 10 times since December 29, 2022.  Your request for a billing adjustment is denied due to the usage of the membership during the billing periods.
  
  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:03/29/2023

  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 does not allow customers to delete their experian consumer services account or remove any information. This IS NOT in reference to credit reports or information listed therein, but IS in regard to the accounts they convinced people to sign up for where they required a credit card on file. After asking for my account to be deleted, then again for my credit card information on file to be removed, both times I was told Due to our internal retention policies, we are unable to comply with your request to remove your personal information from our system. It is unacceptable for a company to be unwilling to not only delete a persons account who has no desire to use it, but to refuse to remove their credit card information. I should not have to request a new credit card number and change personal information on Experians website to be false in order to try and protect my information. Im simply trying to limit my digital footprint in an era where hacking at companies like Experian is becoming more prevalent and where information is being traded as currency.

  Business Response

  Date: 04/10/2023

  Thank you for your recent request to remove your personal information from our files. 
  
  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.
  
  Thank you for your understanding in this matter.

  Customer Answer

  Date: 04/10/2023

  Your response informs me that you did not actually read the request, as I did not request any credit information to be deleted. My *credit card* information is not required to be retained by federal guidelines, nor is my Experian consumer profile which I signed up for and should be just as easy to delete. I understand my personal credit information will be stored by Experian, but do not confuse this request with removing my payment related credit card information such as credit card number and expiration that is not tied to my credit report and is only used for making payments. 
  

  If Experian cannot take the time to read my request without sending generic responses and wont remove personal, non-credit report related information such as active credit card information then the federal government will get involved on my behalf. 
  

  In the meantime, I have replaced my personal information with fake information since Experian has neither spine nor care for its customers concerns and obviously cannot be trusted to keep that information protected. 

  Business Response

  Date: 04/19/2023

  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 October 21, 2020.  Since the trial membership was cancelled in accordance with the published terms of our offer, the credit card provided at the time of enrollment was never charged our monthly membership fee.  After the trial was cancelled, you then had a complimentary Experian CreditWorks Basic membership as of November 1, 2020.  This membership was cancelled, per your request, effective November 3, 2020.  At that time, your account,contact information, billing information, and financial information were deactivated from our active database.
  
  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 (6) years.  Of course, we realize the sensitive nature of this information, and maintain this data with great care for security and respect for your privacy. 
  
  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: 04/20/2023

  My account and information still exist as I am able to log in to the experian creditworks account and see my ********************** card information able to be used to pay for a membership. Im not sure why Experian insists on holding accounts hostage other than to profit off of it, but I have already changed the credit cards number and have changed the rest of the information to be fake as this seems to be the only way to not have my information out there. 

• Initial Complaint

  Date:03/25/2023

  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.

  Im trying to unfreeze my credit so I can open a new account with a bank. The website would not accept any of my login information even after *** tried to reset my password multiple times and Ive entered all the correct information to their security questions. It just says theyre having technical difficulties. This has been the case for months. I was able to change passwords so I know that Ive entered the correct information but eventually, it says that I cant access my account due to technical difficulties. I tried calling but there is no way to reach a live agent. When I inquired through the automated phone messages my credit file information, it says that it is NOT frozen so I cant unfreeze it. But the bank says that it IS frozen. The automated phone system just keeps telling me to go to the website but it wont even let me access my account online. Please help.

  Business Response

  Date: 04/06/2023

  Thank you for writing Experian(R)concerning your account.
  
  Our records indicate you have not established an Experian Service Account or a monitoring membership to be able to manage your freeze online.  We will need some additional documentation to address your concerns.  The documents will need to be sent to Experian Consumer Affairs (ECA), PO Box ****, *****, ** ***** or faxed to ECA at fax ************.  Once the documents are received, we will be able to assist with your freeze and then assist you with starting an account with us.  The documents needed are:
  Copy of your social security card
  Copy of your state issued ID such as your drivers license
  Copy of a recent utility **** in your name with your correct address
  Letter stating your request for assistance with your freeze and an account with us
  
  At this time, we would like to express our regret that your experience with Experian 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: 04/10/2023

  That is not true. I have frozen my account through experian. I tried opening a bank account and it said that they cant proceed with the application because my credit is frozen and to contact experian to unfreeze it. I need to be able to talk to someone about this. I cant get ahold of anyone over the phone because the automated responses would NOT let me speak with a representative. Please give me a direct phone number or email adress and a person to contact. I do not want to send a copy of my social security card and other very important and private information without talking to someone in person. This seems very unsafe for my personal information. Thank you

  Business Response

  Date: 04/19/2023

  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:03/25/2023

  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 overcharged TWICE for both January and March, when the website states that it is only $24.99 per month for the membership. This is fraud and want to be refunded by Experian. I will never get another membership from them when they blatantly cheat customers out of their money. I expected to be refunded in full for these overcharges.

  Business Response

  Date: 04/05/2023

  Thank you for writing Experian(R) concerning your membership billing.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic on September 29, 2021.  This product has changed several times.  You upgraded to our Experian CreditWorksSM Premium membership on November 21, 2022.  The membership was not cancelled; consequently,in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee of $24.99 on January 3, 2023.  Your credit card on file declined the monthly billing for the month of December 2022.  This billing should have occurred on December 25, 2022.  Your normal January payment billed on January 26, 2023.  Your card again declined billing for the month of February 2023 that should have happened on February 25,2023.  This billing occurred on March 9,2023.  The regular March 2023 payment happened on March 25, 2023.
  
  On March 27, 2023, you received a courtesy refund of $24.99.  There will be no additional refunds since your credit card declined membership billing for two months.
  
  Your membership is pending downgraded to Experian CreditWorksSM Basic membership on April 25, 2023.  This membership is still active.
  
  We hope this information is helpful when considering the matter.

• Initial Complaint

  Date:03/23/2023

  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.

  February 9, 2023 Charge of $113.85 for Experian on Master Card statement.I did not sign up for Experian.After several attempts to contact Experian with no response, I decided to contact you.I want this charge refunded and my information deleted from their records.

  Business Response

  Date: 04/12/2023

  Thank you for writing Experian(R) concerning your membership.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on February 11, 2923.  At your request we have cancelled the membership on April 12, 2023 to no benefits.  There was no billing that occurred while you had an active membership.
  
  Unfortunately,we are not able to delete your entire 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 (6)years.  Of course, we realize the sensitive nature of this information,and maintain this data with great care for security and respect for your privacy.
  
  After doing a detailed search with the information you provided, we were unable to locate an account in our system that is billing you.  To better assist us in locating an account, we are in need of additional information.   We would appreciate if you can provide us with the following:
  a.  Full credit card number being billed
  b.  Bank statement indicating card being billed
  
  Please fax any supporting documents to: **************.  ATTN: Experian Consumer Affairs (Complaint ID: ******************************.  Or you can mail to: ECA, PO Box ****, *****,** 75013.
  
  Our customers are very important to us and we look forward to hearing from you with the information requested above.
  
  Please note there are several websites that offer similar products, and in many cases, customers often discover, after reviewing their billing statement, or the web site where they enrolled, that the product is actually offered by a different company.
  
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 04/17/2023

  
  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:03/22/2023

  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.

  I want to file a complaint against this company. I have used their free service and I thought it was free little while later I logged into it again to check my score and before I know it, they have done went in my bank account and took out $24.99 without my knowledge without my permission I am being charged for a credit report that I did not request at first of all. How did they get into my bank account without my permission or without my knowledge in charge me that should be fraudulent charges and I want a refund of **** and I want the Better Business Bureau to understood too to let them know that going into somebody elses bank without their knowledge is fraudulent and should be charged as a fraudulent charge just refund me 24,99 and leave me alone

  Business Response

  Date: 04/10/2023

  Thank you for writing and expressing your concern regarding your membership. 
  
  Our records indicate that you ordered a free credit report along with a 7-day trial Experian CreditWorksSM Premium membership when you logged in on March 10, 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 March 21, 2023.  Per your request, your benefits ended on April 10, 2023.
  
  Our website describes the offer and the order form details the terms and conditions of the offer,including billing at the end of the trial and monthly thereafter unless and until the customer notifies us of their wish to discontinue. The consumer agrees to these terms when submitting their order and entering their credit card for billing.
  
  We have, as a courtesy,issued a refund totaling $24.99 on March 23, 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.