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: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.

  Experian took money from my acct I never authorized when I tried to cancel the membership it wouldn't let me when I spoke to guy on phone he refused to cancel acct . When I told him I never signed up for membership he said well I can't give u money back. I want my money back to my acct.

  Business Response

  Date: 03/23/2023

  Thank you for writing Experian(R) and expressing your concern regarding your membership. 
  
  Our records indicate that you ordered a one-dollar credit report along with a trial Experian CreditWorksSM membership on February 16,2017.  You have changed products over the years from paid to free products.  The last change was from our complimentary Experian CreditWorksSM Basic membership to our paid Experian CreditWorksSM Premium membership on January 4, 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 of $27.18 on March 7, 2023.  Per your request, your paid benefits ceased,effective March 7, 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 $27.18 on March 23, 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 Plus 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:03/03/2023

  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 been the victim of Identity Theft someone used a fake version of my Driver's License to successfully purchase a car in ******* (I live in **********) with a loan from *********** I have been trying to create and access my online account with Experian. The system has been giving me an error for 3 weeks (see attached screenshot stating it's an "Internal Server Error") and it's nearly impossible to get someone on the phone. After trying multiple times to create an account and log in, I get the same error. When I finally got someone on the phone at Experian, they said to wait 72 hours for them to "generate security/secret questions" so they can verify me, activate my account and get me access. I waited 96 hours and the answer to many of these secret questions was "not applicable." One of the options for one of the security questions was a fake address that was given due to my identity theft situation. This made me realize that these security questions are generated based on false information that was the result of someone stealing my identity.I need access to my Experian account so I can get my identity back, and Experian is not providing me access. Transunion and Equifax have been great and I have had no problems accessing my account with them. Experian continuously transfers me to other people and nobody has been able to give me an answer. I'm filing this complaint to formally request assistance from the BBB to gain access to my Experian account since Experian has not helped me do that.

  Business Response

  Date: 03/20/2023

  Thank you for writing Experian(R) and allowing us to address your concerns. 
  
  Our records indicate you do not have an account or membership with Experian. 
  
  Our agent has reached out to you on March 17, 2023, to assist you with your concerns.  Please reach out to that agent for any assistance you require.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:03/02/2023

  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.

  To whom it may concern,I've been a free member with Experian for many years occasionally checking on my report or score when necessary. Today when I checked my debit card I saw a charge for $24.99 which I never charged. I called Experian and the women who had a very heavy accent which I had to keep asking her excuse me what did you say, finally told me something about a credit report more then 2x in a month you get charged which I didn't understand. She also said she would cancel my membership which I didn't have a clue what she was talking about because I thought membership was free to begin with. I never upgraded my Experian account. As she cancelled the account I looked at the membership END date and it said March 31,2023. Today is March 1st 2023, therefore whatever membership she was talking about never started so none of this makes sense. I asked her to credit my account back for the $24.99 which I never applied or used any of as you can clearly see by the dates. Its very upsetting that there is some sort of trick or something that should not be allowed on the Experian site for which people don't understand. I'm sure I'm not the only one to complain about this . I would like to have my account credited back for a service I never ordered or used.Thank you for your attention in the matter. *************************

  Business Response

  Date: 03/15/2023

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  Our records indicate that you upgraded your complimentary Experian CreditWorks Basic membership to a paid Experian CreditWorks Premium membership on January 21, 2023.  In accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee at that time.  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 March 31, 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 monthly 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 15, 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:03/02/2023

  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 signed up for a "free" 7 day trial yesterday (03/01/2023). I then went to cancel my membership today (03/02/2023) and I received a message that my account would be downgraded to the free membership in 10 days. Because of this, I will then be charged the $24.99 that I was trying to avoid with the free 7 day trial. This is misleading and fraudulent business practice. I have contacted the company and am waiting for resolution.

  Business Response

  Date: 03/16/2023

  Thank you for writing Experian(R) and allowing us to address your concerns.
  
  Our record indicates you enrolled in our complimentary Experian CreditWorksSM Basic membership on September 9, 2016.  You have changed products several times over the years.  On March 1, 2023, you upgraded to our paid Experian CreditWorksSM Premium membership with a 7-day trial period.  On March 2, 2023, you sent an email to request to be moved to the free product and did not want to be billed.  Our agent did just that and set your membership to downgrade to Experian CreditWorksSM Basic on the date your billing would have occurred.  There was no billing to your credit card on file.  Sometimes our system allows extra days for the trial period with no billing.  This was one of those instances.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:02/24/2023

  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 have been in contact with Experian Credit on numerous occasions as their information is gravely incorrect. I have reached out to the company multiple times via their web based system in their program and external emails, I have filed a CFPB complaint, yet they chose to do nothing. They have shown no intent to correct my credit information regardless of how many times I have expressed the gravity of the situation and what is has cost me. It just cost me 2% extra on a loan, and 5 hard inquiries on my credit. I'm simply out of ways to say to them, I have 8 credit cards in good standing not one. I have car payments in good standing that are not on their report. Once or when, they correct my information, I have to refinance to get that extra 2% removed. I'm only and have only been asking them to do the business they are in business to do. They have a PAID option on their site to "BOOST" scores, I will not pay for them to correct information that should not be incorrect. I firmly believe their current practice as it relates to my personal credit has cost me greatly, especially as I have worked so diligently to improve my credit and their inability or unwillingness to correct their system is directly causing harm.

  Business Response

  Date: 03/06/2023

  Thank you for writing and expressing your concerns.
  
  Our records indicate that on February 27, 2023, you upgraded to a paid membership with Experian CreditWorksSM Premium. The monthly membership fee of $24.99 (plus tax if applicable) is scheduled to be billed on March 9, 2023. Your membership benefits currently include daily access to your Experian(R) report and FICO(R) Score, as well as monitoring alerts which are updated daily, along with other benefits.
  
  In accordance with federal law and the Terms and Conditions on our website, we use security measures designed to protect the consumers privacy and to safeguard consumers information.  We employ an authentication process to verify the consumers identity for access of their report online.
  
  Your concerns are very important to us. Our representative contacted you on February 27, 2023, regarding the issue you referenced. In that conversation, it was noted that a conflict existed in our files which was preventing your complete credit report from displaying. On February 28, 2023, our representative contacted you again by phone to advise that the conflict had been resolved. At that time, you also confirmed that your complete credit report appeared to be displaying and that the data reported was accurate.
  
  We can confirm that you most recently accessed your Experian report via your membership on March 1, 2023, and that this report also appears to be reflecting complete, updated information as previously confirmed.
  
  We appreciate the time you took to send us feedback regarding our website.  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 we have resolved your concerns in accordance with your expectations.
  
  

• Initial Complaint

  Date:02/24/2023

  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 tried to contact Experian for days. Their auto phone service won't allow me to contact a live agent. My identity got stolen and someone use my identity overwrite my Experian login. I need to talk to their IT fraud department and I tried all the phone numbers I can find. Please have Experian call me @**********. I can't believe a credit bureau doesn't have live agent during the workday. With the increasing fraud activities nowadays, how can they server the customer. I don't experience the same with the other 2 credit bureaus (Equifax and Transunion). Why Experian is special?

  Business Response

  Date: 03/14/2023

  Thank you for writing Experian(R) concerning your membership.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on February 1, 2023.  This membership was changed to our Experian Limited Registration account to view your disputes on February 11, 2023.  On this same date you changed back to the Experian CreditWorksSM Basic membership.  On February 24, 2023, you upgraded to our paid Experian CreditWorksSM Premium membership with a monthly billing of $24.99. 
  
  If you feel some of these changes 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:02/23/2023

  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 family-premium-membership since 2022, but I was not able to add my spouse in my plan. I raised the case #******** and with Experian. Experian said they would deactivate my account and asked me to sign-up another new account to add her in. After the account was deactivated, I was not able to sign-up any new accounts anymore. One of specialists said the system put a restriction on me, that's a reason why I couldn't sign-up a new one, and Experian would remove it (case#********), but they didn't. No matter how hard I contacted Experian, they've been abandoning the customer although I am a premium membership and paid a lot for it. Thank you.

  Business Response

  Date: 03/10/2023

  Thank you for writing Experian(R) concerning your membership.
  
  Our records indicate you enrolled in our Experian IdentityWorksSM Premium membership on Octover 18, 2022.  On February 8, 2023,this membership was moved to no benefits.
  
  To enable additional research, please send in the following documents to Experian Consumer Affairs, PO Box ****, ****** ** ***** or by fax to ECA ************ and use reference BBB 19459249.  We will need:
  Letter requesting additional research and listing your phone and email for contact purposes
  Copy of your current state issued ID card such as your drivers license
  Copy of your social security card
  Current utility bill with your current address in your name
  
  Once these documents are received, we will conduct additional research and then an agent will reach out to you with the actions you need to take to enroll.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:02/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 17th 2023 I paid $24.99 for a months worth of premium service with Experian on there Android app. I was able to access my account with all benefits from February 17th 2023 till February 21st 2023. On February 22nd they sent me an email saying my payment was denied. I called my bank (Chime) they said the payment was settled, the money was received by Experian. I then called Experian 2 times to find out why they were saying they didn't get the money. The first lady said the $24.99 was denied and not received and took my debt card number. I called my bank back and they emailed me a printout showing the $24.99 was paid to Experian. The 2nd lady I spoke with from Experian said that they took my $24.99 and used it to pay for the month of January 2023. I said that I did not want the premium service for January 2023 and I did not have access to my account for January 2023. She said that it doesn't matter ******** needed to get paid. I replied it is a month to month service and I am not on auto pay and I have skipped months in the past without an issue. She said she didn't care that is how she is doing it and she refused to give me the Premium service I paid for February 17th 2023 - March 19th 2023. I replied and told her though I've never had this issue the last few years that I've been using Experian, which is FREE to access and you have the choice to pay the premium service on a monthly basis, you locked me out of being able to use the free service, took my $24.99 I paid for February 17th 2023 - March 19th 2023 and paid a month I didn't want the service and didn't have access to the service for. I said I want my $24.99 refunded. She said NO. I said your telling me that I would have to pay the $24.99 for the premium service for a month then cancel the service for you not to rip me off money. She had no reply to that. I repeated it no reply. I said cancel my premium service then. She wanted another $24.99 after I just paid them $24.99 which is good for 30 days.

  Business Response

  Date: 03/09/2023

  Thank you for writing Experian(R) concerning your monthly billing.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM on September 15, 2020.  Since this product, you have changed several times.  The last two were Experian IdentityWorksSM Premium on October 16, 2022.  This was downgraded to Experian CreditWorksSM Basic on February 22, 2023 and this membership is still active.
  
  Our records indicate your billing for the Experian Identity WorksSM Premium membership were as follows:  Your first billing of $24.99 was on November 22, 2022.  The second payment happened as it should on December 22, 2022.  Your third payment should have been paid on January 22, **** but your credit card on file declined the payment until February 17, 2023.  Your fourth payment should have happened on February 22, 2023, however you opted to downgrde to our complimentary membership instead of making that payment.  Because of these facts, you are not eligible for a refund of any monthly billing.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:02/22/2023

  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.

  Today, 2/22/23, I had just created an account for my father with Experian Credit agency and tried to access the account after closing it. The site would not recognize the login attempts. Repeated attempts to reach a technical support or any person at all was unsuccessful. There were no appropriate prompts to reach a person, no options for account access, no availability to proceed beyond the recorded prompts. This is unacceptable and for the website to list "contact information" that does not provide any connection is fraudulent advertising. All the numbers available all have the same recordings which lead to nowhere, and there is nothing on their website to assist with a login issue. There is not even a chat or email option on the website to assist. I am now unable to access my father's account which I just set up to protect his credit file.

  Business Response

  Date: 03/08/2023

  Thank you for writing and expressing your concern regarding your father's membership with Experian.
  
  Due to the sensitive nature of credit reports, our security procedures require that the holder of the membership contact us directly for assistance. 
  
  Experian CreditWorks is intended and designed only for individual consumers to check their own credit reports, not to obtain credit reports about or on behalf of other people. 
  
  Thank you for your understanding in this matter.

• Initial Complaint

  Date:02/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I keep getting charged $9.71 per month for a service that experian tells me is canceled. They attempt to charge my card almost every day until the payment goes through. The last time I was charged $29.13. Ive called experian multiple times and sometimes they tell me they can find the charge, other times they cant. Even when they find the charge, they pass me off to different people and nobody is able to do anything. Experian told me first that they couldnt find my account. Then they found it but told me its a free account and that its been canceled. Then they told me that its AAA and gave me their number. AAA told me its experian and gave me a different number. This went on for hours. its ridiculous. The last time I tried to get this resolved, I wasted over 3 hours calling at least 6 different numbers that they passed me off on and the best I got was that they would look into it and I can expect a response via email Im up to 45 days. I want all of money back that theyve charged me and ideally would like to be compensated for my time that Ive wasted trying to get this resolved. Its extremely frustrating and they are no help whatsoever. Not only that, its pretty disturbing that their business is protecting identities and they cant even find mine even after I gave them all of my information including my full social. How is that even possible?

  Business Response

  Date: 03/08/2023

  Thank you for writing Experian(R) concerning your memberships.
  
  Our records indicate you have several accounts with different divisions of Experian(R).  It is important to note that each of these products are managed by separate divisions of Experian and are consequently managed and accessed via separate websites.  It is therefore important for the consumer to be conscious of which username/password combination they have used for a given product.  And that when calling for assistance with a specific membership, that you call the correct division of Experian for assistance.
  
  Our records indicate that you were enrolled in our complimentary Experian CreditWorksSM Basic membership on December 13, 2022.  This membership was cancelled to no benefits on February 16, 2023.  For additional assistance with the Experian CreditWorks Basic product located directly on the Experian website, you may contact us by phone at ************.
  
  We also show that as of September 5, 2022, you have been enrolled in a paid membership with First Equity Access with membership number 69480125.  Our agent reached out to you on March 7, 2023, to speak with you about this membership and its billing.  However,he was unable to reach you and had to leave two voice mails.  Those messages ask you to return the call to ************ (hours of operation are 24/7) and mention case 56788051. 
  
  We hope this information is helpful when considering this matter.