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:02/17/2023

  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.

  In 2022 or 2021 I received a charge from Experian for ***** I immediately disputed the charge and received a refund. This prompted me to call and as them to change my membership to free because I never signed up or gave consent to this *****. Fast forward to 02/16/23. And my card was charged the ***** again. I check the Experian account and I've been set back up to this ***** membership and when you call to speak to a representative about this fraudulent transaction and company. They tell you they can't transfer you to a live person because they only do so in special circumstances. Well I guess my refund for ***** isn't important. I filed this dispute because right after they took the money they tried again to take another ***** this company needs to be investigated for this. Imagine this happening on a larger scale and people not realizing it like I did.

  Business Response

  Date: 03/03/2023

  Thank you for writing Experian(R) concerning your membership billing.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on October 25, 2015.  This membership was upgraded upon login on March 29, 2020 to our paid Experian CreditWorksSM Premium membership.  After several other changes that occurred during your login to your membership, you recently enrolled in our paid Experian CreditWorksSM Plus membership on December 6, 2022,with a monthly billing of $14.99 per month.  This membership was downgraded to our Experian CreditWorksSM Basic membership on February 17, 2023.
  
  Our records also indicate you received a courtesy refund of $14.99 on February 22, 2023.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:02/16/2023

  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 wanted to pull a free credit report and was transferred over to Experian from Annualcreditreport.com I would find out two weeks later that my credit card was charged $29 dollars. I went back through my emails, did not see any order confirmation indicating I purchased service from Experian. It's only when I logged in after navigating through the account section that appears I've been enrolled in a $20 plus a month plan.The last 4 digit of the credit card (see image) isn't even the one that got charged.I'm usually quite savvy about reading the fine prints and careful about not purchasing anything. As I was getting my free credit report it said that ****. But somehow I think they may have requested my credit card info and then charged subsequently. There was definitely something sketchy as I was getting my free credit report. This is very deceptive practice.

  Business Response

  Date: 03/08/2023

  Thank you for expressing your concerns regarding your membership billing.
  
  After doing a detailed search with the information you provided, we were unable to locate an account in our system that belongs to 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.  Membership information: full name on membership, membership ID number, email address associated with membership,phone number associated with membership
  
  Please fax any supporting documents to: **************.  ATTN: Experian Consumer Affairs.  Or you can mail to: ECA, PO Box ****, *****,** 75013.  Reference BBB 19421321
  
  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 offered by a different company.
  
  Thank you for your understanding and cooperation.

• Initial Complaint

  Date:02/16/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My phone was hacked I was scammed and now the log in to my credit bureaus accounts are locked out the scammers changed my email and contact information

  Business Response

  Date: 02/24/2023

  Thank you for writing Experian(R) concerning your membership.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on March 16, 2021, and that same date upgraded to our paid Experian CreditWorksSM Premium membership.  this membership was downgraded to Experian CreditWorksSM Basic on July 27, 2021.  On September 6, 2022, you enrolled through your ********** with our Experian Credit Care AdvantageTM membership.  Your benefits went to no benefits when all monitoring stopped on February 18, 2023.
  
  If you believe your membership has been compromised, we can remove the account from the web site.  This process requires you sent send in additional verification documentation to Experian Consumer Affairs fax ************ or by mail to ECA, PO Box ****, *****, ** ***** using reference BBB 19403536.  The documents we will require are:
  Copy of your current drivers license
  Copy of your social security card
  Copy of a current utility bill
  
  Once we receive these documents, we will start the process of removing your membership.  When the membership is removed from the web site, an agent will reach out to you to explain your options going forward.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:02/16/2023

  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 called experian I. September and told them I would no longer like an account with them. The Las 3 months they have taken ***** each month out of my account. I have called and spoken with them and asked them toncancel my account, that I did not want to be charged anymore. This month on 02/16/23 they did it again. Now they are claiming the money was not taken but it was. I just want my money back and I want them to stop trying to take money out of my bank account.

  Business Response

  Date: 03/02/2023

  Thank you for writing Experian(R) concerning your membership billing.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on September 23, 2022.  This membership was upgraded on February 3, 2023, to our paid Experian CreditWorksSM Plus membership with a 7-day trial period and a monthly billing of $21.95. The membership was cancelled to no benefits on March 2, 2023 per your request for no additional contact by Experian.
  
  We also show that you received a courtesy refund of $21.95 on the billing date of February 16, 2023.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:02/16/2023

  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.

  Im having a problem. I added and app to my phone called Experian to keep up with my credit as all adults looking to better their credit should. I dont know the definition of houseless but Im not in a Im not ever graduating my life conversation in this moment to answer that question anyway. I added the app to a phone and as soon as I added it and reported my credit cards. And got tired of the theft I couldnt get into it anymore. They were asking for money. ?? The app doesnt even require money. ????. So I k ew that it was the store locally on 10 *************** in ********** ******** ???????????? That was using my credit and phones shut down at their store to access my phone. And as soon as I stepped outside of my house I was listening to a guy say the same thing I was agreeing to that Im tired of these racists. You arent up there at any store unless Im in love with a future child of yours that Im going to have to go to church for. ?????????? I dont have time for this shit! Everyone around the world is aware of what these companies are doing. And then trying to squeeze my finances and break my phone because Im coming outside to MY GARAGE And MY YARD and theyre mad that the they can hear it and that the neighbors can hear that they are racist and that I dont like them. Im a grown a** woman. I dont know where you guys think black people or they thought black people couldnt see racism or death because of health or money disappearing on Apple phones or phones just breaking down on their own. Or someone breaking into my house while Im sleep to break them. I reported my credit report as being wrong. And I cant even see the disputes. They act like they want me to get rid of my 11 phone so bad so a broke bitvh can use my IPhone 12. And Ill kill them before I let them destroy something else. I posted it yesterday they cant fool me or anyone else. This is more of a personal finance and a bummy n**** problem. I know yall know what they look like.

  Business Response

  Date: 02/28/2023

  Thank you for writing Experian(R) concerning your membership billing.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM on January 31,2017.  This membership was upgraded on February 1, 2022, to our paid Experian IdentityWorksSM Premium membership.  The membership was downgraded to the Experian CreditWorksSM Basic membership on March 15, 2022 and then upgraded again to our Experian CreditWorksSM Premium on December 17, 2022.  You are currently enrolled in Experian CreditWorksSM Basic as of February 16, 2023.  There has been no billing for any of the products you have been enrolled in since you started your membership.
  
  Your dispute responses will show in your alerts section of your membership.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:02/15/2023

  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 found out that Experian.com has been charging my credit card annually ***** since 2020 . I never signed up for Experian.com services. This so called consumer credit/ security company has been stealing from me for 2 years.

  Business Response

  Date: 02/28/2023

  Thank you for writing Experian(R) concerning your memberships billing.
  
  Our records indicate you enrolled in Experian IdentityWorksSM Premium on November 20, 2018 with a monthly billing of $17.99 on or about the 22nd of each month.  You received a courtesy refund of $17.99 on December `8, 2018.  This membership was downgraded to our complimentary Experian CreditWorksSM Basic membership on December 28, 2018.  Next, you upgraded to Experian CreditWorksSM Premium on June 3, 2020 with a monthly billing of $24.99 on or about the 14th of each month.  You received a courtesy refund of $24.99 on February 15, 2023.  You are currently enrolled in Experian CreditWorksSM Basic since February 15. 2023.
  
  Also,douring the time you have been enrolled with Experian in our credit monitoring products, we have sent over 240 emails informing you of key changes to your credit file.  Those key changes could have been inquiries into your credit file, potentially negative information,address changes, new accounts listed on your credit file and new public records listed on you credit file.  Your last successful login was on February 15, 2023.
  
  If you believe that the orders were fraudulently placed with us by a third party, we encourage you to file a police report and to watch your accounts carefully in the event of other fraudulent use.
  
  We hope this information is helpful to you when considering this matter.

• Initial Complaint

  Date:02/09/2023

  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.

  Experian had an breach a few yrs ago, and offered free credit monitoring, I took advantage of it. Somehow all of a sudden they started charging ***** a month, with all the hacking happening to my PC, my PC went amok, email wasn't working, and such. I noticed later all the charges that went thru my credit card, I filed a complaint twice with my Chase account twice to have the charges refunded to me, I won both times. Then the third time Experian wanted me to go online so they can get the credit card info again to charge me, i refused it for 4 times, just yesterday I noticed 4 late charges that don't belong there.Thanks *************************

  Business Response

  Date: 03/02/2023

  Thank you for writing Experian(R)concerning your membership.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on September 9, 2016.  This same day you upgraded to our Experian CreditWorksSM Plus membership with a 7-day trial period.  You have changed products several times over the years that you have been monitoring your credit with Experian.  Most recently on May 20, 2020,you enrolled in our paid Experian CreditWorksSM Plus membership with monthly billing of $14.99 on or about the 20th of each month.  This membership was downgraded to our complimentary Experian CreditWorksSM Basic membership on October 18, 2022 and is still active.
  
  During your time with our paid Experian CreditWorksSM Plus membership, you received several refunds.  The refunds were as follows:  on January 26, 2021, you received a $14.99 refund; on January 28, 2021, you received a $44.97 refund; on August 10, 2022, you received a $44.97 refund.  All of these refunds occurred while you were actively using the benefits of the membership.
  
  You may have confused the data breach with Equifax(R) as an Experian data breach. 
  
  If you have inaccuracies on your credit file, you will need to dispute that information with Experian.  Credit bureaus maintain separate records of consumers information.  To dispute possible inaccuracies on their credit file consumers must direct their requests to each individual credit bureau.  Under the Fair Credit Reporting Act (FCRA), you have the right to dispute the completeness and accuracy of the information in your credit file.  For a summary of your FCRA rights, please visit ***********************************************************************************
  
  Listed below is the dispute contact information for Experian(R):
  Online Dispute:  ********************************************
  Mail:  **********************************; 75013
  Telephone:  **************
  
  We hope this information is helpful to you when considering this matter.

• Initial Complaint

  Date:02/04/2023

  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.

  I am unable to log into my account after paying for a premium service. I can't get in contact with any representative to help me with this problem. They're basically gonna keep taking my money and there's nothing I can do about it.

  Business Response

  Date: 02/23/2023

  Thank you for writing Experian(R) concerning your monitoring membership.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on August 18, 2022.  This membership was upgraded to Experian CreditWorksSM Premium on February 1, 2023 with a free 7 day trial period.  The first monthly billing occurred on February 12, 2023, in the amount of $24.99.  Our records indicate this membership is still active and will continue to bill monthly on or about the 12th of each month until cancellation.  Our records indicate you spoke with 5 agents concerning your membership from February 1, 2023 to February 4, 2023.  Your last successful login was on February 8, 2023. 
  
  With your billing occurring after you were able to reestablish your login credentials, you are not eligible for a refund at this time.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:02/03/2023

  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.

  Experian keeps trying to charge a credit card for a service I dont want did not sign up for and repeatedly asked be cancelled. I am now being harassed and demand an end to the emails and attempts to extort money.

  Business Response

  Date: 02/23/2023

  Thank you for writing Experian(R) concerning your membership.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on July 20,2022.  This membership was upgraded to Experian CreditWorksSM Plus when you logged in on December 22, 2022.  The monthly billing should have been $14.99 per month however, your credit card on file declined those charges.  Per your request, we have cancelled your monitoring membership to no benefits on February 23, 2023.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:02/01/2023

  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 calling Experian since 2022 of April. I have not been able to get an account with experian or even see my OWN CREDIT FILE!! They give me the run around every month! I have proof how many times I called in a month. They claim I have a profile and they will rest my password, I need to call a person, I need to be transferred back and forth etc. i have been not been able to get a car, an apartment, loans, etc because I cant show my credit score to anyone. Equifax and transunion have my credit score. Experian has never gave it to me. Till this day I call and try to resolve it. Spoke to the manager and everything. Its holding me back because you have my social but I cant see my credit score??

  Business Response

  Date: 02/28/2023

  Thank you for writing Experian(R) concerning your membership.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on February 2, 2023, and that same date upgraded to Experian CreditWorksSM Premium.  You are currently, as of February 13, 2023, enrolled in Experian CreditWorksSM Basic membership.
  
  Our records also indicate your last successful login was on February 27, 2023.  And you have been able to successfully obtain your Experian credit report and score.
  
  We hope this information is helpful when considering this matter.