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

• 

  FreeCreditReport.com

  PO Box 91119 Seattle, WA 98111

• 

  Experian Marketing Solutions

  601 Experian Pkwy Allen, TX 75013-3701

• 

  Solstice Custom Homes

  5740 SW Arrow Wood Ln Portland, OR 97225-1330

• 

  Experian Consumer Services

  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:01/31/2023

  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 tried to remove my credit card information from Free Credit Score for Experian.com and the site does not allow a customer to do this. You can only change the credit card info to another card. There is NO option to Delete or Remove it I spoke to 5 Membership representatives, 1 very flippant and uncaring Supervisor for Membership, ****, is her name, and one Supervisor, a man, who came to the phone already talking (to someone else?) and I was hung up on without him saying hello to me or anything. Not sure if our lines were crossed or what happened there.I was told by two representatives that in order to remove my credit card info from their website I had to send in documentation. They never said what documentation. When I finally got through to ****, the rude, uncaring, flippant Supervisor of the **************** she just said no, I could not remove my card info. She gave no reason. I asked her why. She said it is in the Terms and Conditions. I asked where was that document. She directed me to experian.com/terms. Once there she could not and WOULD NOT tell me where to find this info that says they do not have to remove my credit card info. I asked her about the documentation requirement the previous reps mentioned and had to pull teeth to get her to tell me exactly what documents were needed and she said even then "they may not approve it". I asked if she even knew where in the Terms and Conditions it states a credit card can't be removed and she could not. I said if you were in court and a judge asked you to show where it states that in the Terms would you be able to and she said, "I'm not in court in front of a judge. This is my answer right now." This is the type of customer ********************** we are receiving from Financial/Credit Companies about our credit card information on their sites. She had no concern or empathy about my financial information and my inability to remove it. How are people like this allowed to be in charge of people's money?!

  Business Response

  Date: 02/21/2023

  Thank you for writing Experian(R) concerning the removal of your credit card information.
  
  Our records indicate you are currently enrolled in our complimentary Experian CreditWorksSM Basic membership.
  
  As for the removal of your credit card information, unfortunately, we are not able to delete your online account and/or 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.
  
  Thank you for your understanding in this matter.

• Initial Complaint

  Date:01/29/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a charge of ***** on 1-10-2023 on my bank statment that was charged by Experian. I tried to call several times on 1-29-2023 the agent was saying he wanted my card number over and over He did not speak good english and He understand me at all. He then asked for my Social Security number and said I did not have a account . Even though I told him that this was a charge of someone else's. That had charged my bank account. He asked again for my bank card number and that I was not charged?. SO that he could not help me?? I cant find another phone number to call after looking on website and on ****** search to help me find one. The phone numbers they have listed are only voice actavited and only want my SSI number.. I called the bank on 1-28-2023 to see how to stop the charges every month, and was told to contact them . Even though I have disputed the charges ******** said do not give them my new credit card number or my old one when I So I gave them my name, SSI number and birthdate and they said they needed my credit card number. call They have my credit card number allready because they are charging it??.******** informed me they would keep charging me.doing . Please Help. Thankyou ,*************************

  Business Response

  Date: 02/13/2023

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  We have, as a courtesy, issued a refund totaling $21.95 on February 13, 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.

  Customer Answer

  Date: 02/16/2023

  
  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:01/27/2023

  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 I wrote letter i calls get hung up on I wish I can see them people in person but I sent the wrong bill which was my dads in stead of mines they took money from my checking account Ive been trying to get it back since called them with my bank on a 3 way call I just want my money they just robbed me acting like they can send it back but its never coming thru $168 I have a ticket number I put in but when I call to speak with corporate hung up on or the fraud department this is really insane $168 down low image

  Business Response

  Date: 02/17/2023

  Thank you for writing Experian(R) about your Experian Bill ************************** records indicate you have been enrolled in several products to monitor your credit since January 10, 2021.  You are currently enrolled in our Experian IdentityWorksSM Premium membership with a monthly billing of $38.19 that began on January 27, 2023.
  
  Our records indicate you started with Experian Bill ************** on February 5, 2021 and our negotiations were completed on February 7, 2021.  Fees in the amount of $168.00 were collected when we negotiated savings from your AT&T bill.  The original refund for this item failed.  The refund was processed on May 2, 2022 for the full amount of $168.00 with a transaction number of 194772911.
  
  We hope this information is helpful to you when considering this matter.

• Initial Complaint

  Date:01/26/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The government needs to shut Experian down! The carelessness with customer ********************** files is unbelievable. They tamper with your accounts behind your back and my account was hacked, they did ABSOLUTLEY NOTHING! I keep getting emails to pay $24.99 for a credit report. I never signed up for billing!nOW, I CAN'T ACCESS my file because I can't bypass this frozen page on my account.In addition, they added some ************* person to my account.

  Business Response

  Date: 02/10/2023

  Thank you for writing Experian(R) and allowing us to address your concerns.
  
  Our records indicate you indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on December 3, 2021.  This membership was upgraded to Experian CreditWorksSM Premium on January 6, 2022 with a monthly billing of $24.99.  On January 30, 2023, you contacted our agent and downgraded your membership to the complimentary Experian CreditWorksSM Basic to stop the monthly billing.
  
  Our records also indicate your last successful login was on January 30, 2023.
  
  As for the notifications you are receiving at your email address for *************, we have sent your screenshots and information to your product support team.  They will complete research to locate the cause of your issues and our agent will call you with those results once we receive them.
  
  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.
  
  We hope this information is helpful when considering this matter.

  Customer Answer

  Date: 02/16/2023

  
  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:01/26/2023

  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 signed up for Experian credit monitoring free trial online. I tried to cancel online but it says I had to call. So I sent emails trying to cancel and it never would cancel. The reason it is difficult for me is I have a disability and need to be able to do things in writing or online. Also this appears to be a violation of FTC laws regarding ARL. When I finally had assistance placing the call I asked why I couldnt cancel online sense that is how I signed up. The response was because it doesnt work all the time so we have you contact a live rep.

  Business Response

  Date: 02/21/2023

  Thank you for writing Experian(R) concerning the cancellation of your membership.
  
  Our records indicate you enrolled in Experian CreditWorksSM Basic on November 11,2019.  This membership was upgraded to the Experian CreditWorksSM Premium membership billing $24.99 per month.  Your membership was cancelled to no benefits on February 21, 2023.
  
  We have also providd a courtesy refund in the amount of $199.92 on February 21,2023.  Please allow 3-5 business days for this refund to process to your credit card on file.
  
  At this time we would like to express our regret that your experience *** 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.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:01/25/2023

  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.

  Greetings,I had an Experian account by which I had frozen my account. I received a PIN number via mail giving me the credentials to freeze and unfreeze the account. Unfortunately, there was a network breech during which my username, password and PIN number for ********************** was stolen. I need to reset all three (username, password and PIN number).The only access ********************** provides is through an online form to receive a free credit.When I called the number: **************, after going on a marry-go-round of pressing many option keys on the phone, I was able to finally talk to a person. The person had a foreign accent and had a very hard time understanding what I was asking for. At the end, that person was completely useless in helping me. Instead, she gave me another number to call. The number that the representative gave me was, **************.This number will not get me to a human. It asks if I want to unfreeze my account. Well, I dont want to do that! So, the machine asks me, Do you want to get help from the machine, or hand up! Well, I go through the options again. I still cant get to any human being. In the meantime, I created a new username and password on Experian. But my only options on that is to receive a credit report. Well, I dont want a credit report. I want reset all three (username, password and PIN number). Please send me a new set of credentials via mail as it was done the first time I froze my account, even if it is a new PIN number. Please help me!*****

  Business Response

  Date: 02/21/2023

  Thank you for writing to Experian(R) concerning your login to your membership.
  
  Our records indicate you are enrolled, as of January 2, 2023, in an Experian Service Account so that you can manage your freeze and see any dispute alerts you may receive.
  
  Our agent has reached out to you by email to assist you with your login concerns.  Please respond to that agent for the assistance you are needing with your membership.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:01/25/2023

  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 occasionally sends me emails stating my current card balance has increased when it has not. For example on 12/21/2003 they stated my balance was $5,075.00. I called my bank on 1/23/2023 and they told me the balance is $1232.76. I request Experian not send inaccurate statements to me at my email account or texts to my phone number.

  Business Response

  Date: 02/17/2023

  Thank you for writing Experian(R) concerning your credit score.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on August 14, 2020 and this membership is still active.
  
  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 considering this matter.

  Customer Answer

  Date: 03/17/2023

  I got your email from *********************** concerning my complaint. I find her 
  response vague and does not address my complaint. It seems to me she 
  has refused to research exactly why there was a discrepancy between 
  the balance on the only credit card I own sighting Experian's use of a 
  proprietary scoring model. This seems like a smoke screen to hide the 
  work they do or don't do.
  
  I would like to know what exactly which factors contributed to 
  Experian's claim on 12/21/2003 that my balance was $5,075.00. I do not 
  need to know how their scoring model works.
  
  Thanks,
  
  ***********************************

• Initial Complaint

  Date:01/25/2023

  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.

  Experian is doing some SHADY stuff with the user experience of their login right now. I'm trying to log into my existing account to be able to lift a security freeze, and I'm being intercepted with a user flow to sign me up for "free" ************************************************. I go straight from the login page (which I got to from a "Manage a Security Freeze" button) to a URL that literally has the words "registration" and "offerIntercept" in it. There is ONLY one option - "Submit and Continue" through this registration process. When I click that button, I get to an "Account Verification" page with ad copy that reads "When you register today, you'll get:"... I already have an account - what am I registering for?? I've tried several different paths to try to reach the security freeze portal to temporarily lift a security freeze, but all paths apparently lead to this ominous place. Now that's some black hat UX if I've ever seen it, and based on other reviews here, Experian realllly likes to rope people unwittingly into their BS services. I'm not really sure how to move forward here - please help.

  Business Response

  Date: 02/09/2023

  Thank you for writing Experian(R) about your freeze concerns.
  
  Our records do not indicate you have either an Experian Service account or a monitoring membership to manage your security freeze.  You will need to follow the instructions below for the non-members.
  
  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.  
  
  Experian CreditWorks Basic is a free product that provides consumers access to their Experian credit report and FICO 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.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:01/23/2023

  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 01/23/2022 at approximately 15:00, I spoke to ***** in the special services department in which they were extremely disrespectful during the call. This was my 10th attempt to resolve an issue related to a name change that was already updated through the normal dispute process. As a result of this, I had two different reports, one with my old name and one with my new name. This caused many issue.

  Business Response

  Date: 02/17/2023

  Thank you for writing Experian(R) concerning your legal name change.
  
  Our record indicates you enrolled in Experian CreditWorksSM Basic on March 9, 2021.  This membership was upgraded to Experian CreditWorksSM Premium on December 18, 2022.  And you are currently enrolled in our complimentary Experian CreditWorksSM Basic membership.
  
  As for the name change documents you had sent in, we have located those.  Experian Consumer Affairs processes those documents to correct the information at the bureau and on your membership.  Your name had to have some adjustments to fit the regulations set by the bureau to update to your new name.  We have added your full name to your membership.  That is the way your name is now listed at the bureau and how you will need to apply for credit so that a report can be located for you.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:01/23/2023

  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 recently tried to access my online account. I forgot my password and I had tried several attempts. Therefore, causing my account access to become locked. They provide several different phone numbers to contact them along with the hours they are available. I have been trying to talk to someone so I may get my account unlocked. But, I have been calling multiple times and the only reception I get is an automated system. That does not allow a member to talk to a live agent unless you come up with the right question. I have tried several different reasons for it to forward me to a live agent, but have not been successful. The options for self service do not make "unlocking your account" available, and it refuses to resolve the issues through optional channels.I have spent an inexcusable amount of time trying to get past the automated system to speak with someone, but to no avail. I have no option to resolve through security questions online, and I am not permitted to speak with a live agent. But my account is still locked. There is no customer support made available so I may access my account.

  Business Response

  Date: 02/17/2023

  Thank you for writing Experian(R) concerning your membership.
  
  Our records indicate you are enrolled in our complimentary Experian CreditWorksSM Basic membership since November 15, 2016.  This membership is still active.
  
  Our records also indicate you have been successfully logging into your membership since January 31,2023.  Your last successful login was on February 17, 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.
  
  We hope this information is helpful when considering this matter.