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: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.

  Hi I have an account with ********************** I pay $29 a month for and I'm in the process of purchasing me a home. Experian with my permission had a fraud alert freeze on my credit so when I asked them 6 months ago up until now to take it off I finally got it off in March but the **************** still cannot pull my score I've spent a tremendous amount of time on the phone with them and get a different story every time with yet no results it's always ****************** it's taken care of but it's not. I've sent proof of my address via certified mail a few times because it won't let me upload my documents I've been at this same address for 8 years. It's been very frustrating I can't get a supervisor on the phone and when I'm told one will call me back they never do. I need them to update my address and open my credit up so the mortgage company can pull my credit. I would greatly appreciate it if you'll can get a response for me. As this is an important and urgent matter. Thank you

  Business Response

  Date: 04/11/2023

  Thank you for writing Experian(R) and allowing us to address your concerns.
  
  Our records indicate you are currently enrolled in our paid Experian CreditWorksSM Plus monitoring membership since March 2, 2023.  This membership has a Experian CreditLock benefit which allows you to easily and instantly control access to your Experian credit report in real time with one click without having to remember your PIN or state-specific regulations associated with a traditional security freeze. Locking your report adds an additional layer of security to your credit information and will remain in place until you Unlock your report.  When you lock your report, you will receive an alert notification when we detect activity on your locked report, such as attempted inquiries to open new lines of credit.  We are showing you currently have locked your credit file using the CreditLock feature.
  
  Our records do not indicate you have had a security freeze or a fraud alert on your credit file.  We do show that a mortgage company pulled your credit report on March 24, 2023.
  
  We hope this information is helpful when considering this matter.

  Customer Answer

  Date: 04/11/2023

  Hi

  This response is very generic, however since I filed the complaint with the BBB apparently someone finally listened to what was going on and handled my request.  
  With all the calls that I made each representative told me there was a Fraud alert on my account.  Also in their response it mentions that Experian has been monitoring since 2023, that is not accurate.

  Thanks BBB for handling my complaint.  As I stated I finally got a representative who was very knowledgeable and understood what was going on and made the correction.
  

  Thank you 

  Business Response

  Date: 04/20/2023

  Thank you for informing us of your recent experience with Experian.  Experian prides itself on providing an excellent customer experience, and vigilantly strives to provide the highest standards of customer care and satisfaction. 
  
  We are glad to hear that your issue is now corrected. We apologize for any inconvenience this has caused.
  
  We appreciate the time you took to send us your comments and suggestions.  We value the input from our customers and assure you we will give serious consideration to the issues you presented to us.  It is through information provided by customers as you that we are able to improve our products and memberships.
  
  We hope the above information is helpful to you in considering this matter.

• Initial Complaint

  Date:03/19/2023

  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.

  Hello Experian has been billing my account for ***** for several months when I only elected for them to take **** to do an credit lock on my credit report. I am asking for ALL my money to be refunded. Thanks so much.

  Business Response

  Date: 03/27/2023

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  Our records indicate that you upgraded your complimentary membership to a paid Experian CreditWorksTM Premium membership on March 6, 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 23, 2023.  A welcome email notification was sent to the email address you provided at the time of enrollment.  Per your request, your paid benefits will cease, effective April 16, 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 March 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:03/19/2023

  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.

  After the credit info breach, I put a freeze on my credit accounts. At that time, Experian did not require a login to manage the freeze. They have changed that requirement, but if your credit is frozen you cannot successfully create an account. I spent an hour looping through their voice phone system before finding a hack online that got me to a human. They troubleshot for a bit, put me on hold, and hung up. I got to another human, they told me to call back in 72 hours for vague reasons. I'm still trying to follow-up on that one.In the meantime, I get an email from Experian saying "let's finish setting up your account". When I click that link and enter my login information, I'm taken to an offer page for a free credit report. There is no way to say "no" to this offer or exit the page. Since my credit is frozen, I also cannot successfully say yes to the offer. If I try to go back to their main page, I'm taken back to the login. I cannot create an account which means I can't manage my credit freeze which is effectively blocking me from being able to do anything that requires a credit check. Their customer ********************** is very hard to get and largely clueless. Their "offers" can't be refused (that's the screenshot attached). I'm stuck in credit limbo and need this resolved. My last ticket number was ticket # - ********

  Business Response

  Date: 04/07/2023

  Thank you for writing Experian(R) and allowing us to address your concerns.
  
  Our records indicate you are enrolled in our complimentary Experian CreditWorksSM Basic monitoring membership.
  
  Our records also indicate you have temporarly removed your security freeze on both March 20 and 29, 2023.  We also see a permanent removal on April 4, 2023 and the security freeze was added back on April 4,2023.
  
  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.

  Customer Answer

  Date: 04/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The response is unrelated to my issue but since I was able to eventually resolve the issue through other channels, I accept it and I hope Experian will take steps to make it easier to resolve account problems and to navigate their voice system to get to a real person in the near future. 
  
  Regards,
  ***************************
  
   
  

• Initial Complaint

  Date:03/18/2023

  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.

  Experian stole money my from my account. I never signed up anything and never will. There website lies and says customer ********************** is available on weekends, but is a lie no is there.

  Business Response

  Date: 03/30/2023

  Thank you for writing Experian(R) concerning your membership billing.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on November 29, 2020.  This membership was upgraded to our Experian CreditWorksSM Plus paid product on March 7,2023.  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 18, 2023.  Per your request, we have cancelled the membership to no benefits on March 30.2023.
  
  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.
  
  We have, as a courtesy, issued a refund totaling $21.95 on March 30, 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:03/17/2023

  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 charged for a subscription I did not sign up for on the 9th of March 2023. Called requested a refund was told it would be available by the 15th. 15th of march comes around no refund was told they would look into I should have by following day. Call again nothing. Call on 17th and now Im being told they did send it on 9th and even though I have proof from bank showing I didnt receive it they are refusing to pay me my money they stole. ***** from membership told me Im ***! Are u joking. I want my $21 dollars thieves

  Business Response

  Date: 04/10/2023

  Thank you for writing and expressing your concern regarding your membership. 
  
  Our records indicate that you ordered a one-dollar credit report along with a trial membership on February 26, 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 9, 2023.  Per your request, your paid benefits with Experian CreditWorksSM Plus 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 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.
  
  We have, as a courtesy,issued a onetime refund totaling $21.95 on March 9, 2023.  Our records indicate the refund processed back to your bank within 3 - 5 business days.
  
  If you disagree with this information, we can conduct research within our billing system.  We will need additional information sent to Experian Consumer Affairs, PO Box ****, *****, ** ***** or to fax number ************ with reference BBB 19614769.  The documentation we will need is:
  Your full credit card number
  Your request for the additional research to be conducted and include in your letter, your contact information so that we may provide you with transaction numbers for your bank
  
  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:03/16/2023

  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.

  I decided to freeze my credit in the 3 major credit bureaus, Experian being one of them. Since then, I have received multiple marketing emails under the guise of "changes to my account." Thus, I am unable to unsubscribe from these so-called "changes to my account."Examples of the contents of the emails I have been receiving include the following messages:- "Don't just check your FICO Score*. Boost it! Now with Experian Boost, your FICO Score can benefit from the bills you already pay but haven't been getting credit for."- "Your Experian financial profile is ready, ****** As part of your membership, weve prepared your unique Experian financial profile to give you a snapshot of where you stand. Its now ready for you to see."Both of these emails have the following phrasing at the bottom of the emails: "This is not a marketing emailyoure receiving this message to notify you of a recent change to your account. If youve unsubscribed from Experian CreditWorks? Basic emails in the past, dont worryyou no longer receive newsletters or special offers." BUT THESE ARE VERY CLEARLY MARKETING EMAILS. Experian is just trying to snake their way around having to offer users unsubscribe buttons while very evidently violating CANSPAM regulations.Here are also several posts complaining of the same issue: *****************************************************************************************************************, *******************************************************, ****************************************************************************************, *********************************************, and ************************************************************************************************************ feel free to call me via the number provided or send an email address to the email I provided if you would like for me to forward these atrocious emails to you for evidence.To fix this problem is to stop sending me this garbage.

  Business Response

  Date: 04/06/2023

  Thank you for writing Experian(R) and allowing us to address your concerns.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on March 14, 2023 and this monitoring membership is still active. 
  
  Our records also indicate you opted out of marketing emails on March 24, 2023.  Since you have previously unsubscribed from our email list, you will no longer receive newsletters or special offers.However, you will continue to receive email notifications any time your credit or identity information changes, since automatic updates and credit monitoring are a part of your membership benefits.
  
  Your concerns are very important to us.  If you wish to cease receiving monitoring alert notifications, you may cancel your membership at any time by contacting our automated phone number at ************
  
  We hope this information is helpful to you when considering this matter.

  Customer Answer

  Date: 04/11/2023

  
  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:03/13/2023

  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 paid $189 for a product I never received and the are refusing to give me a refund

  Business Response

  Date: 04/03/2023

  Thank you for writing Experian(R) concerning your membership billing.
  
  Our records indicate you have been enrolled with us since 2018 and have changed membership products often during the years.  You were enrolled in our paid Experian CreditWorksSM Premium membership on September 20,2021.  This membership billed out monthly at $19.99 with your billing on October 18, 2021.  This membership was downgraded to our complimentary Experian CreditWorksSM Basic membership on December 30,2021.  This membership remains active.
  
  After conducting detailed research of your membership billing over the years, we have not located any billing in the amount of $189.00.  The only charges we are showing are for monthly ********.  If you believe this to be in error, please forward the following documents to Experian Consumer Affairs (ECA) at PO Box ****, *****, ** ***** or fax to ECA at ************ using reference BBB 19591480.  The documents we will need are:
  Letter stating the billing, billing date, your request for additional research and your email and phone number for contact
  Full number of the credit card billed
  Copy of the billing statement from the credit card company showing the charge
  
  Once we receive your information, our agent will contact you about our findings.
  
  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.

• Initial Complaint

  Date:03/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After the Equifax breach in 2019, I protected my identity with credit freezes at TransUnion, Equifax and Experian. On March 9, 2023, I found that I could not log into my Experian account and that my account there has been compromised. When I requested a new password, it sent it to an email that is not mine and has never been. The company that is supposed to protect me, has *** hacked. I tried to call again and again, but cannot get through to anyone. I need someone to resolved this for me before things get worse.

  Business Response

  Date: 03/22/2023

  Thank you for writing Experian(R) and allowing us to address your concerns with your membership.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on June 19, 2019 and this membership is still active.
  
  If you feel some of there have been changes to your profile that have 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 19492929.  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 **** 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:03/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An account was created by someone else using my email address, but another person's name/phone/address. I have reached out to customer support to have this account deleted, because I already have an Experian account under another email address, and this duplicate one was created with fraudulent information (not by me) and they keep calling me by the wrong name, and refusing to delete this account. In the meantime, I am receiving a LOT of emails to the wrong name, containing bad information, and this company is unwilling to do anything about it. The only option I was given, was to send my personal identification documents to UPDATE this fraudulent account. I find this unacceptable, as there should be a way for me to log in and turn it off on my own, or at least a way to go through support to delete it.

  Business Response

  Date: 03/28/2023

  Thank you for writing Experian(R) concerning the emails you are receiving.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on June 7, 2021, and this membership is still active.  The email address on this account is *********************.
  
  After doing a detailed search with the email address both in your membership and the one attached to your complaint, there were no other memberships located.  If you are still receiving emails with someone elses personal information included on those emails, we would need that email address to be able to address your concerns.  You can send that email address along with a letter explaining your request to Experian Consumer Affairs, PO Box ****,*****, ** ***** or fax to ECA ************ and use reference BBB 19561393.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:03/07/2023

  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.

  This company is lowering my credit score; I had recently paid off my vehicle loan and several other debts and my score went down 19 points. Further, I have been enrolled in their "Boost" which has not detected monthly payments I make (every month and on time) for my utilities, or rent etc as it is advertised to do so.

  Business Response

  Date: 03/28/2023

  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.

  Customer Answer

  Date: 03/28/2023

  N/A