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 / Cictripleadvantage

  Trenton, NJ 08620

• 

  Experian Marketing Solutions

  601 Experian Pkwy Allen, TX 75013-3701

• 

  ProtectMyID.com

  PO Box 22 Allen, TX 75013-0001

• 

  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:06/12/2025

  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 need a executive employee to contact me. I am going back and fourth with *** on email that change ********* I email and yet nothing is being done. I am trying to add experian boost using my bank which is *********** but it's not letting me add it. (I had it set up before!!!!!!!!!!!) And now it's giving me trouble and these overseas *** keep saying to call my bank and my bank keep saying to talk to you so who is going my issue. (Below are screenshots of my (bank) address and experian address from which with experian it's not letting me put apt2d like it shows on my bank. These *** keep telling me to restart my app, use a different browser,uninstall it mean is anyone going to do their job and fix this. I am tired of here I'm sorry for your inconvenience and i want my issue fixed. All these screenshots are from a different *** ********* why am I getting a different *** *********.

  Customer Answer

  Date: 06/12/2025

  I authorize this complaint and my issue is which experian boost 

  Business Response

  Date: 06/23/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM. We have verified that the information matches to the company you are trying to connect to while speaking over the phone. Please allow 24 to 72 hours for this to fully update. We hope this information is helpful when considering this matter.

  Customer Answer

  Date: 06/24/2025

  my issue still has not been fixed and it's past 72 hours. Also the company changed my address and had it showing provisional which I said is wrong and wouldn't change automatically but the company said it will but yet here we are and it hasnt.

  Business Response

  Date: 06/30/2025

  Thank you for writing and expressing your concern regarding your membership. We have escalated your concerns to our engineers for further assistance. We will email or call you to notify you of the resolution of the problem. We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:06/12/2025

  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 froze my credit through Experian several years ago, due to a lot of things going on in my life, IDs being stolen, being hacked several times, attempted identity theft by someone against me, and much more. Since then, I have changed email accounts and phone number, and am now trying to access my Experian account to take the freeze off, but am unable to. Experian makes it a nightmare trying to deal with this kind of issue. They provide no way to recover my account, verify my identity, or any of that through their online or phone systems, I have called several of their phone numbers and can not even get connected to a human representative. Every option on the phone system just tells me they can give me instructions on how to use their online system or mail them. When I say "login help", which is one of the options on their phone line, the automated voice just says "Sorry, I am unable to help you with that" and hangs up. Everything about their system is designed to keep you from being able to talk to a representative or get any sort of actual help. I am going to attempt to mail them to unfreeze the credit, but that does not solve my issue of being unable to access my account, so even if I am able to unfreeze my credit by mail, I will still have no way of accessing any of the credit information, disputes, or anything like that. Please help me.

  Customer Answer

  Date: 06/13/2025

  I, ***** *******, authorized this complaint, and I am requesting help from the BBB. Detailed description of my interaction with this business is in my original message. 

  Business Response

  Date: 06/18/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R).  If you believe that your profile credentials have been changed by an unauthorized third party, you may request that the existing member profile be deleted from our website.  Once completed, you would then be able to create a new profile and reauthenticate your identity.  To begin this process, we will need additional information. Please provide us with all of the following, along with a description of your request
  
  
  Copy of your Social Security number card
  Copy of your current drivers license or government-issued photo ID reflecting your current address
  Copy of a current utility bill or bank/insurance statement reflecting your current address
  
  Please fax the requested documents to:  **************
  ATTN:  Experian Consumer Affairs (Ref# *********)
  
  Or, you can mail to:
  Experian Consumer Affairs
  PO Box 2390
  ***************
  
  Our customers are very important to us and we look forward to hearing from you with the information requested above.  We apologize for any inconvenience.  Thank you for your understanding and cooperation.

• Initial Complaint

  Date:06/08/2025

  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 sign up for an account. After entering all my information I get message already an account with my social. I then am told to call this number in doing that I am became the ring leader of their phone loop! Finally got a way to send email. I sent email and got reply back send documents I faxed my documents and uploaded them. After almost a month now I still can not get an account. I did get someone on the phone finally after a month and this person locked my credit and this weekend I had to drive 2 hours to go car shopping only to find out that cant happen cause experian has a fraud lock on my account and so now not only do they have it to I cant access with an account with them I also can not purchase anything because of them. They cost me a 4 time and money for having my acvount locked

  Customer Answer

  Date: 06/09/2025

  Im asking the BBB for their help with assistance between Experian and myself. I have also found out they put a security freeze that I did not request on my credit report. By law they are to remove that within an hour and that has not happened.  I give BBB the right to access my information and help any way they can with this

  Business Response

  Date: 06/23/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM. We show that the issue appears resolved when you enrolled into a new membership on June 23, 2025.  If you are still in need of help regarding this issue, please reach back out to us. Please note that the prices for our offers are fixed and we are unable to manually adjust pricing on a per consumer basis.Additionally, we must respectfully decline your request for complimentary Premium enrollment at this time. We apologize for any inconvenience or misunderstanding, and we appreciate the time you took to send us feedback regarding our website. We strive for exceptional customer satisfaction and hope we have addressed your concern to your expectations.

  Customer Answer

  Date: 06/23/2025

  I have been very patient and cooperative for over a month of calls emails uploading of documents. Each time I followed up it was something else that did not seem to please from the call before even though I was sending exactly what was asked of me. The part where I have the big issue is I do not have a dealership near me so I drive 3 hours to ft worth on a Sat to purchase a car. As im about ready to sign for said car im told that Experian has a lock on my account. I had to drive back the next weekend after I finally got someone on the phone to remove this lock/freeze that should have never been placed with no way to remove it. The law states that the freeze shall be removed within 1hour of my request which did not happen. It is not my fault that I was sent in loops with this company. I do not feel that you would accept this apology if this had bee you. To just dismiss with a i hope this meets your expectations is absurd.

  Business Response

  Date: 06/25/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM. Experian CreditWorksSM prides itself on providing an excellent customer experience and vigilantly strives to provide the highest standards of customer care and satisfaction. We appreciate the time you took to send us your comments and suggestions.  We value the input from our customers and assure you that we will give serious consideration to the issues you presented to us.  It is through information provided by customers like you that we can improve our products and memberships.

• Initial Complaint

  Date:06/06/2025

  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.

  Froze my credit with Experian. I opted out from their email lists. Annoying, I am still receiving solicited emails from Experian daily. I also replied Unsubscribe requesting they remove my name from their database. I do not have similar problem with Equifax or **********. Experian is equally shady as other scam emails.

  Customer Answer

  Date: 06/07/2025

  ***

  Business Response

  Date: 06/13/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R)CreditWorksSM. Experian CreditWorksSM prides itself on providing an excellent customer experience and vigilantly strives to provide the highest standards of customer care and satisfaction. 
  
  Our records indicate that we have deactivated your free membership today, June 13, 2025.
  
  To have your name removed from the prescreened lists of the national consumer credit reporting agencies, call 1 888 5OPTOUT ***************). Consumers who have previously exercised their right to opt-out may have their names re-added to prescreen lists upon request by calling 1 888 5OPTOUT ***************) and selecting the option for opting in.
  
  Some marketers and individual reference services share names and addresses with companies that send catalogs or other mailings that may interest you or help others locate you.
  
  If you would like to remove your name from future lists, then send your full name and address to:
  
  Direct *********************
  Mail Preference Service
  ****************************
  
  Experian
  ****************************************************
  Attn: Consumer Services Department
  
  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, submit disputes, and review dispute results. If consumers cannot or choose not to access our online services, they can contact us by phone *************) or by mail (ECA, ****************************).
  
  We appreciate the time you took to send us your comments and suggestions.  We value the input from our customers and assure you that we will give serious consideration to the issues you presented to us.  It is through information provided by customers like you that we can improve our products and memberships.

• Initial Complaint

  Date:06/06/2025

  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 with Experian to watch my credit scores and I was not happy with them I tried to cancel and they continually try to take money out of my account and I cannot delete them I called them All they did was give me one option and then they hung up on me I just want them gone out of my life I don't ever want to hear of experience again can you please help me

  Customer Answer

  Date: 06/07/2025

  I wish for the better business bureau to help me get this resolved from Experian credit monitoring system or whatever it's called

  Business Response

  Date: 06/13/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM. Experian CreditWorksSM prides itself on providing an excellent customer experience and vigilantly strives to provide the highest standards of customer care and satisfaction. 
  
  Per your request, your paid benefits will cease, effective June 13, 2025.  You will continue to have access to your Experian(R) credit report and FICO(R) Score daily,at no charge to you.
  We appreciate the time you took to send us your comments and suggestions.  We value the input from our customers and assure you that we will give serious consideration to the issues you presented to us.  It is through information provided by customers like you that we can improve our products and memberships.

• Initial Complaint

  Date:06/04/2025

  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 have been unable to reach a live human at Experian through their dead-end automated prompts. I am demanding that Experian contacts me immediately about my Experian account. I have not been able to talk to ANYONE at this agency for weeks due to their new and persuasive automated phone routing system. I am considering getting my attorney involved in this matter. Thank you.

  Business Response

  Date: 06/18/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM. Our representative emailed you requesting the best time to reach you on June 18, 2025 At this time, we would like to express our regret that your experience with Experian may not have met your expectations or our standard of excellence. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectations.

• Initial Complaint

  Date:06/03/2025

  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.

  Customer neglect. No support response at all. I've tried for weeks to reach them via email and phone. I have even tried different phone numbers. Their automated system thinks updating your personal information isn't a valid reason to need help. I've tried to change things on my end but it's locked to my old phone number. It doesn't make sense. I can put in my social and email and it's still not good enough to get my phone number updated so I can access my account. It's extremely frustrating. Then their email for support is a joke. Absolutely no one responds to it.

  Business Response

  Date: 06/23/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative left a voicemail requesting to reach you at 9:45 AM on June 23, 2025. At this time, we would like to express our regret that your experience with Experian may not have met your expectation or our standard of excellence.  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

• Initial Complaint

  Date:06/02/2025

  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 having an issue with Experian CreditbBureau posting my scores. They provide my Fico but not my other scores. Repeated calls when you can reach a person they tell me my cards are notvreporting. In checking with my companies they tell me they are reporting. I am in the process of buying a house and this is holding up my mortgage and I am no happy. Also they are ruse on the phone. Time is of the essence and I would appreciate any help you . This is can give me.

  Customer Answer

  Date: 06/02/2025

  I need to have my credit scores from Experian and they tell me I am unsociable. Complety wrong!

  I have repeatedly have had trouble speaking with a n agent and when I did they told me my accounts were not reporting Absolutely  wrong. I contacted each account and they are all posting my scores to all 3 credit bureaus. 

  My bank has not been able to get my score from Experian to ) complete my mortgage application. It needs to be done **** as it is holding up my mortgage. One of my accounts is also filing a complaint. I need help plesse

  Business Response

  Date: 06/06/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative spoke to you and was able to advise you that the issue was resolved. At this time we would like to express our regret that your experience with Experian may not have met your expectation or our standard of excellence.  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

• Initial Complaint

  Date:06/02/2025

  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.

  On May 29th, experian took out 2 charges from my account in the amount of $*****, totaling $52.98. The week before, I had went on their site to do a FREE credit check for my husband and myself. In 2017, I had paid for their service, but when I cancelled, I removed my card information. So, now when I go to the site and sign in, there is no place at all where I can remove it again. When I contacted Experian, the automated system states they can't refund because there is no card on file. So, I called and spoke to a live person. She argued me that only one charge for ***** was taken out and she would not refund that amount. I tried explaining I checked on my credit and my husbands. I did not sign up to do anything other than a free credit check, and now I am out $52.98.

  Customer Answer

  Date: 06/03/2025

  I did send this complaint to the BBB regarding unauthorized charges taken from my account from **********************.  

  Business Response

  Date: 06/17/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R)CreditWorksSM.
  
  Our records indicate that ******* enrolled with Experian(R) CreditWorksSM. on May 20, 2025. The memberships were not cancelled within the trial period.  Consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee of $*****. On May 30, 2025 we received notification from you to cancel the membership.  As a courtesy, on June 17, 2025 we have issued a refund of the monthly membership fees of $ *****. Please allow 3 - 5 business days for these funds to process to your credit card account. 
  
  At this time, we would like to express our regret that your experience with Experian may not have met your expectations or our standard of excellence.  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectations.

• Initial Complaint

  Date:05/31/2025

  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.

  05/30/25 i was chargef ***** by experian for a membership upgrade that i did not want or authorize this company to do. My account has always bern basic and i was okay with that but today they upgraded it not me so i called them told them the issue and the *** was very rude switched my account back to basic but then told me theres no refund and hung up on me

  Customer Answer

  Date: 05/31/2025

  I had just gotten off work heading home when i stopped to by a drink and i did just that and the  looking over my statement i see that i was charged ***** i had not even made it home yet experian tried charging my card every morning for a membership upgrade over the course of a month maybe and i always kept my card locked because of this and i thoughz i had removed all cards from that business site but i guess not and they had never been authorized to upgrade anything on my behalf.

  Business Response

  Date: 06/13/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R)CreditWorksSM.
  
  Let us assure you, the statements made to you by our representative are not in accordance with our policies. We will be addressing these allegations directly with the representative and will take the appropriate steps to prevent a reoccurrence of events.
  
  Our records indicate that you upgraded to IdentityWorksSM on April 18, 2025,followed by a request to cancel the membership on May 30, 2025. 
  
  Customer satisfaction is our priority. As a courtesy, we issued a refund of $24.99 on June 13, 2025. Please allow 3 - 5 business days for these funds to process in your credit card account.
  
  At this time, we would like to express our regret that your experience with Experian may not have met your expectations or our standard of excellence.  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectations.

  Customer Answer

  Date: 06/16/2025

  
  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,
  
  ****** ********