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:01/21/2023

  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.

  They keep charging me ?***** for their credit report service thru my debit card. I have turned it off 4 times and it still keeps charging me. Their is no phone number to contact a live person. It is a rip off

  Business Response

  Date: 02/06/2023

  Thank you for writing Experian(R) about your membership billing.
  
  Our records indicate you enrolled in Experian CreditWorksSM Plus on July 18, 2020 with a trial period billing of $1.00 and monthly billing on July 27, 2020 of $21.95.  This product was downbraded on August 27, 2020 to our Experian CreditWorksSM Basic complimentary membership.  We show you then upgraded to the Experian CreditWorksSM Plus membership on August 6, 2022 with a billing of $14.99 each month on the 17th of each month through January 17,2023.  Your membership was cancelled to no benefits on February 3, 2023. 
  
  When your account was cancelled to no benefits on February 3, 2023, we also processed a courtesy refund for the month of January 2023 in the amount of $14.99.  Please allow 3-5 business days for the refund to process back to your credit card on file.  Your additional refund request has been denied because of the useage of the membership during the billing period.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:01/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  its f****** hard as h*** to get a customer ********************** representative to come to the phone to address my issue. I was charged $24.99 on my credit card and demand a refund.

  Business Response

  Date: 02/22/2023

  Thank you for writing Experian(R) concerning your membership.
  
  Our records indicate you enrolled in Experian CreditCheck(R) Total on January 25,2019.  Over the years you have changed that product more than 10 times.  The last two products you have been enrolled with are Experian CreditWorksSM Premium from February 1, 2023 through February 11, 2023.  That membership was downgraded to our complimentary Experian CreditWorksSM Basic at the end of your trial period.  You are currently still enrolled in the Experian CreditWorksSM Basic membership.
  
  As for the billing on your membership, the last billing occurred on September 7,2021.  There has been no recent billing.
  
  If you feel this is in error, please send the following documents for further research:
  Your full credit card number that was billed
  Copy of your credit card statement showing the charge
  These items will need to be sent to Experian Consumer Affairs fax ************ or mail to ECA, *********************************** using reference # BBB 18856639.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:01/17/2023

  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 there credit monitoring for ***** per.month. I was trying to cancel I spoke to someone,they wouldn't cancel and for 3 months I have not been able to cancel. When I joined there service they said no problem.They only up your score when you sign up. I was trying to get a mortgage and there is a lye. They were 50 pts. Higher than what they told mortgage company. They also make hard to cancel.They are scammers.

  Business Response

  Date: 02/16/2023

  Thank you for writing Experian(R) concerning your membership.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on July 17, 2017.  This membership was upgraded to Experian CreditWorksSM Premium on September 11, 2022, with a monthly billing of $26.49 beginning October 21, 2022 and continuing on or about the 21st of each month through December 2022.  This membership was changed to pending for the complimentary Experian CreditWorksSM Basic membership when you called in on January 17, 2023 for a refund on the account.  Due to your request to cancel the membership in this complaint, the membership was moved to no benefits on February 16,2023.
  
  On January 17, 2023, a courtesy refund of $26.49 was processed.  Due to the multiple logins and use of the membership during the billing period, we will not be able to honor your request for additional refunds.
  
  We realize that you may have seen a discrepancy in the score you received from a mortgage lender related to your credit application and the score provided as part of your membership. We try to make it a point to inform our customers that various scoring models are available in the marketplace and have different potential uses. For instance, we include a disclosure on our site describing the score provided with the credit monitoring membership you purchased.
  
  Here, the score that is provided as part of your membership is the FICO(R) 8 model based on Experian(R) data.  It is a score that many lenders use in the credit application decision-making process. FICO(R) Scores,ranging from 300 to 850, are developed by Fair ***** Corporation which specializes in developing credit-scoring systems for lenders and other businesses.  This can help you see and understand how lenders may view your credit worthiness.  It is used by many lenders and is indicative of your overall credit risk. 
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:01/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried logging into my Experian account today but couldn't remember my username. So I clicked on "forgot username". They asked for birthdate and social security number. webite comes back with We have sent your username to the following email address:************************** is NOT NOW OR EVER has been my email address. So Experian has now sent my username to somebody with that email address. So after a long irritating search on Experians website I finally find their phone number. It's obvious they don't want to talk to their customers. I called that number and found out there was no way they were going to transfer me to a human. The voice told me to either go to the website and click "forgot" username, which I already tried and failed due to the ridiculous intruction which did not work or I could WRITE A LETTER TO THEM to explain my problem. This is simply incredible!! How do they get away this?

  Business Response

  Date: 02/15/2023

  Thank you for writing Experian(R) concerning your membership.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on March 14 2019, and that membership is still active.
  
  As for your membership,if you feel your membership was created fraudulently or information changed fraudulently,we can have the membership removed from our website.  We will need some additional documents from you to complete this process.  Please send the following documents either by fax to Experian Consumer Affairs at ************ or mail to ECA, PO Bos ****, ****** ** 75013.
  Copy of your current drivers license
  Copy of your social security card
  Copy of a current bill sent to you at your current address
  Letter to request we take this action.  Please include your phone number and email address for us to have to contact you once the process is complete.
  
  Thank you for your understanding and reaching out to us.  We will need all of these documents to be able to process your membership removal.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:01/04/2023

  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 a victim of identity theft this year and dealing with Experian has been impossible due to their endless phone loop and no ability to connect with a customer ********************** representative. My login (not actual account) is locked due to not entering the correct password and the number provided does not connect you with a customer ********************** representative by design. Their solution is to mail them a letter asking to unlock it.

  Business Response

  Date: 02/14/2023

  Thank you for informing us of your recent experience with Experian CreditWorks Basic.  Experianprides itself on providing an excellent customer experience, and vigilantly strives to provide the highest standards of customer care and satisfaction.
  
  Let us assure you, your experience is not in accordance with our policies. We will be addressing these allegations and will take the appropriate steps to prevent a reoccurrence of events.
  
  Our records indicate that our representative contacted you and successfully assisted with your login concerns on February 14, 2022.  If you need assistance in the future, please contact our representative using the information provided to you during the call. 
  
  We appreciate the time you took to send us your comments and suggestions.  We value the input from our customers and assure you we will give serious consideration to the issues you presented to us.  It is through information provided by customers as you that we are able to improve our products and memberships.
  
  We hope the above information is helpful to you in considering this matter.

• Initial Complaint

  Date:01/04/2023

  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 free credit monitoring with Experian as a result of the ************ Breach Settlement (***************************************).In January of 2020, this free plan converted to a paid plan without my knowledge and Experian charged me $24.99 a month for two years before I noticed. Sure, I should have noticed, but Experian was engaged in deceptive business practices and they knew I didn't know they were going to start charging **** find it especially egregious that Experian did this to consumers (I can't be the only one) in the wake of the data breach settlement.My bank has helped me with the second year of the subscription but I'm still seeking a refund for the first 12 months ($299.88 in total). Needless to say I will never deal directly with Experian again, though of course they'll keep monitoring my financial information.Experian charges consumers to solve problems that they (Experian) themselves create. They also use deliberately deceptive and intimidating language to scare consumers into paying for their products. In these ways, they are arguably engaged in racketeering (******************************************). They're just too entrenched for anybody to do anything about it.

  Business Response

  Date: 01/20/2023

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  Our records indicate that you ordered a credit report along with an Experian CreditWorks Premium membership on December 10, 2019.  The membership was not cancelled;consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee on December 20, 2019.  A welcome email notification was sent to the email address you provided at the time of enrollment.  This membership is not associated with the ************ Breach Settlement.  Per your request, your paid benefits ceased,effective January 3, 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.  Since the fees were billed in accordance with the terms of the offer, we must respectfully decline your refund request at this time.
  
  Your concerns are very important to us.  We can confirm that the website address provided to you (www.experianidworks.com/equifaxsettlement) is the legitimate address for enrollment in the referenced complimentary membership.  Our records do not indicate that you have successfully enrolled into an ************ Breach membership.

  For additional questions or assistance related to enrollment, you may also call ************.
  

  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.

• Initial Complaint

  Date:01/04/2023

  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 are to much worse company to work or let them management our personal information they think we have to provide them all the information as an government or Anything I have fax and talk to over the phone plenty of times and they dont fix or corrected the inflammation I provide many times! I contact them about the legal name change many times and they hasnt fix it !! Now the member still saying my old name I request to delete to made another account and they cant delete my info . Or the account for me to make another one ? But still saying my old names . I want to this problem that is affecting me emotionally to be fix soon !

  Business Response

  Date: 02/14/2023

  Thank you for writing Experian(R) concerning your legal name change.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on June 21, 2018 and that this account is still active.
  
  While we have received your current drivers license and a copy of your social security card, we are still in need of your court document allowing your legal name change.  Once you send a copy of that document to Experian Consumer Affairs fax ************ or by mail to ECA, PO Box 2390,Allen, ** *****, then we can process your legal name change at the bureau and through your membership.  without the court document the change cannot be processed.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:12/30/2022

  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 called Transunion and Experian numerous times for the past 3 months attempting to cancel their services and they always say the will do it and the next month I am charged. I am at my **** end because I cannot afford to keep paying over $60 a month in credit monitoring services I dont even want!!!! Please MAKE them cancel me and refund me the past 6 months of payments (Totaling over $360) because there is no place on their website to cancel nor have I been able to do it over the phone. Thank you.

  Business Response

  Date: 02/14/2023

  Thank you for writing Experian(R) concerning your membership.
  
  Our records indicate you enrolled in Experian CreditCheck(R) Total on April 12, 2020.  This membership was moved to no benefits on December 27, 2022, with the complaint you filed through the Consumer Financial Protection Bureau.  In that complaint you requested a refund of two months and that refund was processed on December 27,2022, for a total refund of $59.98.
  
  Our records indicate you logged in more than 25 times from October 1, 2022 to the cancellation of your membership on December 27, 2022.  Because of this usage of your membership benefits, additional refund requests will be denied.
  
  We hope this information is helpful in considering this matter.

• Initial Complaint

  Date:12/29/2022

  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 messed up my credit score so bad. They keep disconnecting my bank account EVERYDAY. I have to keep connecting it this has caused multiple non boost updates to occurr so I havent received a boost since July for some of my utility accounts due to this ! They need to fix this ASAP and stop disconnecting my 53rd bank account and relook into reviewing my bank account for boosts updates that I was due for since July 2022

  Business Response

  Date: 02/14/2023

  Thank you for writing Experian(R) concerning Experian BoostTM.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on August 4, 2019.  This membership was upgraded to our paid Experian CreditWorksSM Premium membership on August 22,2019.  On November 28, 2019, the membership was downgraded to the complimentary Experian CreditWorksSM Basic and this is currently still active.
  
  As for your Experian BoostTM, we do our best to work with as many financial institutions and utility/communications providers as possible, we are unable to guarantee connectivity with all such accounts.
  
  The following disclosure appears on our landing page, in close proximity to the link to start the enrollment process for Experian Boost:  Results may vary.  Some may not see improved scores or approval odds.  Not all lenders use Experian(R) credit files, and not all lenders use scores impacted by Experian Boost.
  
  The following disclosure appears in our Terms and Conditions, under the subheading, EXPERIAN BOOST ADDITIONAL TERMS AND CONDITIONS:  Experian Boost may not be able to obtain data from all of your financial accounts.  If we lose connectivity to your Linked Accounts for any reason, including incorrect banking credentials, you understand that ECS will not be able to access such data for use in Experian Boost, and dormant data may be removed from your Experian credit file as provided herein.  Even if dormant data is removed from you Experian credit file, ECS and Experian may continue to store your Consumer ************************ for the purposes identified above.  In addition,please note that Experian Boost may be subject to service disruptions, and ECS makes no warranty as to the availability of Experian Boost.

  
  We hope this information is helpful when you consider this matter.

• Initial Complaint

  Date:12/26/2022

  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.

  Monthly from 10/20/21 - 12/20/22 charges of $21.95 on my Citibank Credit Card ******** for an Experian credit report that I did not sign up for. They lure you in by telling you you can get your credit report for only $1. Then they run your card for the $1 and 11 days later charge you $21.95 for the credit report. I did not notice this on my statement until this month when I had wondered why my balance was only going down by a few dollars each month even though I was making more than the monthly minimum payment. This is the only charge that has been on this credit card since then as I NEVER use it!!!nmI can't beleive I got scammed by a company that is supposed to be so reputable! Experian should be ashamed of themselves and there should be a class-action lawsuit filed against them for this, as I am sure that I am not the only one that fell for this unethical business practice. When I called to let them know about this and to request a refund, they only offered a 1 month credit and told me that I needed to dispute it with my credit card company. They are not refunding these bogus charges so buyer beware!!! Very unethical and shady. They should be charged and closed down!

  Business Response

  Date: 01/12/2023

  Thank you for writing Experian(R) about your billing concerns.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on July 18, 2018.  We also show you upgraded to our Experian CreditWorksSM Plus membership during your login on October 9, 2021.  This was a paid membership that offered a $1.00 trial period.  The membership was not cancelled, consequently, in accordance with the published terms of our offer, the credit card provided was charged our month membership fee of $21.95 on or about the 20th of each month until cancellation.  Your membership was cancelled to no benefits as of January 12, 2023 to ensure no future billing.
  
  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 $65.85 on January 5, 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 *** 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.