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 Consumer Services

  2544 Ashbrooke Dr Lexington, KY 40513-1431

• 

  Experian Consumer Services

  PO Box 1829 Agoura Hills, CA 91376-1829

• 

  Solstice Custom Homes

  5740 SW Arrow Wood Ln Portland, OR 97225-1330

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/21/2022

  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.

  On 12/21/22 Someone applied for an apartment in another state. I tried to sign into my Experian account to dispute the inquiry, which told me to my account was locked with instructions to contact the Experian number. I called twice. Both times the system referred me to the website that told me my account was locked. When I called again, the automatic system told me for emergencies only. I finally spoke to someone about the issue and requested a fraud alert on my account. It was done. I also asked to have my account unlocked and she asked to put me on hold then she never came back. As of now, I can't get into my account which is frustrating because I'm uncomfortable with not accessing my account and someone out there using my information. I can't always call. I did contact TransUnion and Equifax with no issue at all, even with resetting password. They had online chats, etc. TransUnion even answered their phones and resolved the issue. Experian had none of that but an automatic system with just online access to a locked account or mail as well as a long wait period where they never came back. I'd like for them to unlock my account, if that not much to ask. TransUnion also answered their number a

  Business Response

  Date: 02/13/2023

  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 attempted to contact you to assist with your login concerns on February 13, 2022, but was not successful.  If you are still In need of assistance, please contact our representative using the information provided to you by voicemail message. 
  
  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:12/17/2022

  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.

  Experian stole 27 dollars from me basically they charged my account with a card that does not exist that they said ended in ****. That card is not associated with my bank account my account card ends in ****. How they charged me i dont understand but 27 dollars aint a lot but it is when you have bills his name is don supervisor of refund or something. When before i was on the phone talking to another woman and she was gonna refund it to the real card cause she knew it was wrong but i got disconnected from her. Then i got on with another specialist who wouldnt listen then told him to get a supervisor who was named **** Then he told me that he had to refund that card so i needed to call my bank so I told him hang on. Ill get them on the line. I called my bank, my bank explain to them that the card does not exist and they have to refund it to the **** card he told me he would not do it and I had to wait hes messing with my life I want him to apologize to me and I want him to fix the issue. I really want him fired but I dont get that power he treated me wrong, when I have a credit card bill I have to pay so now its gonna hurt my credit even more and theyre gonna charge me money for not paying it. Do you understand what ** saying so can you please help me with this if I could get him fired I would love it but Im sure I cant do that through you, so Im gonna take care of this part with you and then Im going to pursue criminal charges myself . this man was the most disrespectful person that I have ever contacted who would not help even though Im telling you my issues and telling him hes going to hurt my credit and get me charged extra money in my bank is on the phone with him, telling him that theres no existing **** card I feel like there should be consequences to that thats disrespectful and thats no human courtesy at all when somebody lower than him if it werent and I got disconnected was going to take care of that for me. The customer is always right?

  Business Response

  Date: 02/13/2023

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  Our records indicate that you ordered a one-dollar credit report along with a trial Experian CreditWorks Premium membership on November 1, 2022.  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 16, 2022.  A welcome email notification was sent to the email address you provided at the time of enrollment.  Per your request, your paid benefits ceased, effective December 17, 2022.  You will continue to have access to your Experian(R) credit report and FICO(R) Score once every 30 days, at no charge to you.
  
  Our website describes the offer and the order form details the terms and conditions of the offer, including billing 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 $26.49 on December 17, 2022.  Please allow 3 - 5 business days for these funds to process to the credit card account.
  
  At this time, we would like to express our regret that your experience with Experian CreditWorksSM may not have met your expectation or our standard of excellence.  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

• Initial Complaint

  Date:12/17/2022

  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 started receiving concerning emails from Experian on 12/6/22, such as someone changing my information and emails sent to "Tj" when this is not my name. I had security concerns and wanted my account deleted, and so I emailed Experian to have this completed on 12/6/22. I explained to them my concerns and requested to have my account closed. They emailed me back on 12/7/22 requesting further information, and I responded on 12/7/22. On 12/7/22, I received a response saying I should use a different email address, not bothering to address my request to have my account closed. I responded again on 12/7/22 and explained to them again that I wanted my account deleted. Experian responded on 12/8/22, saying that they are not able to comply with my request. I emailed them back on 12/8/22, letting them know that I was aware of Experian policies, and that they have the capability to delete my account, and inquired about their refusal. They did not bother responding to me. On 12/8/22 in another email chain, I was informed that my account was canceled effective 12/8/22, but this was not true. I emailed them again on 12/9/22 indicating that my account was not canceled and they responded on 12/11/22 that their records indicated I had already spoken to their phone team, which I did on 12/10/22 after receiving no email response. The first person I spoke with on 12/10/22 refused to allow me to delete my account and then hung up on me. When I called back, I spoke with ******, who provided me with instructions on how to delete my account: fax my social security card and ID to them, and they would delete my account. I did this on 12/10/22, yet Experian continues to refuse to close my account. I want Experian to delete my account, as they have continuously been refusing to do this, despite my multiple attempts.

  Business Response

  Date: 02/09/2023

  Thank you for writing Experian(R) concerning your experience.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic on November 17, 2019.  This membership had no profile information changed during the life of the membership.  The membership was changed to no benefits on December 8, 2022.
  
  There was another membership that was using your email address but your email was removed from that account on December 7, 2022, when you made us aware of the issue.
  
  As for deleting your membership, unfortunately we are not able to delete your online account and 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.
  
  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:12/15/2022

  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.

  So I got sent to do a credit check on their web sight and it said free but they keep trying to charge me $27 a week. This is not right they need to stop charging me. Because I have not used their sight in the first place.

  Business Response

  Date: 01/09/2023

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  Our records indicate you are currently enrolled in our complimentary Experian CreditWorksSM Basic membership as of December 27, 2021.  This membership allows access to your Experian(R) credit report and FICO(R) Score once every 30 days, at no charge to you.  You have not been charged for this membership.
  
  At this time, we would like to express our regret that your experience with Experian CreditWorksSM may not have met your expectation or our standard of excellence.  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

• Initial Complaint

  Date:12/15/2022

  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.

  My Experian account was hacked and I cannot get back into it to see what was compromised. I have spoken to a couple of people, and they escalated my case ******** but did not get me back into my account, which is what was requested. ***** communications seem to be by bot because my questions are not answered, and my requests by phone have been miscommunicated as well. Now I seem to be being ghosted and getting to talk to someone is nearly impossible and those I do speak to can't fix the problem and miscommunicate to those who supposedly can. My email, security question answers, and pin have all been changed by hackers, and I only found this out by accident.

  Business Response

  Date: 02/09/2023

  Thank you for writing Experian(R) and the opportunity to address your concerns about your membership.
  
  Our records indicate you have been enrolled in our complimentary Experian CreditWorksSM Basic membership since November 28,2029.  This membership is still active at no cost.  In accordance with federal law and the terms and conditions on our website, we use security measures designed to protect the consumers privacy and to safeguard consumers information.  We employ an authentication process to verify the consumers identity for access of their report online.
  
  ConsumerInfo.com(R), **** (CIC) is an affiliated company of Experian(R), the credit reporting agency, and in that capacity provides consumers with credit monitoring and internet access to their personal credit reports.  As CIC has met its obligations in accordance with applicable law and our published Terms and Conditions, we must respectfully decline your request for compensation at this time.
  
  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:12/15/2022

  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.

  Due to issues with several state and town payment systems, I was required to setup credit monitoring through Experian. I had an account with them prior. At least 4 times over the last year they have suddenly started charging me $24.95 per month for services I did not sign up for. They do this until I finally catch it and either attempt to stop the withdrawal from my checking account or, they will mess up my login account so I can't login and I am forced to call to and request a refund with moderate success. Sometimes they will give me a refund and sometimes they won't. They will also tell me the auto withdrawal will not occur again only to rear it's ugly head in a couple of months. This time I called and told them I wanted to cancel the account and wanted a refund. They said after several heated requests they would cancel the account and give me a refund. This is a scam by Experian whereby, they get consumers to sign up for their blackmail credit monitoring for 0 cost and slip in $24.95 after a couple of months. It is a bait and switch and it is illegal. These credit monitoring companies are worse than the people running the scams.

  Business Response

  Date: 01/03/2023

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  Our records indicate that you ordered a one-dollar credit report along with a trial Experian CreditWorks Premium membership on December 1, 2022.  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 11, 2022.  A welcome email notification was sent to the email address you provided at the time of enrollment.  Per your request, your paid benefits ceased, effective December 15, 2022.  You will continue to have access to your Experian(R) credit report and FICO(R) Score once every 30 days,at no charge to you.
  
  Our website describes the offer and the order form details the terms and conditions of the offer, including billing 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 $24.99 on December 15, 2022.  Please allow 3 - 5 business days for these funds to process to the credit card account.
  
  At this time, we would like to express our regret that your experience with Experian CreditWorksSM may not have met your expectation or our standard of excellence.  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.
  

• Initial Complaint

  Date:12/14/2022

  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 requesting I update payment method for an annual subscription to their Identity Works product. I never signed up for a subscription. I have called their customer ********************** phone number and there is no way to speak with a representative without account number. It refers you to website but I do not have the login information. To reset password site requests my full social security number which I am not comfortable providing. I am requesting this company stop contacting me and to remove me from their system. Their emails come weekly and at this point its harassment. Thank you for your help BBB. Sincerely, *******************

  Business Response

  Date: 01/03/2023

  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 annual Experian IdentityWorks Plus membership on November 12, 2018.  The membership was not cancelled; consequently, in accordance with the published terms of our offer, the credit card provided was charged our annual membership fee at that time.  A welcome email notification was sent to the email address you provided at the time of enrollment.  Per your request, your paid benefits will cease, effective 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.
  
  At this time, we would like to express our regret that your experience with Experian IdentityWorksSM 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:12/14/2022

  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.

  On Nov. 11th, 2022, Experian credit signed me up without my knowledge for a Premier membership. I had not requested this nor had I spoken to or received an email from anyone in the company. I noticed it on my bank statement and called to question it. They gave me the runaround: finally a Supervisor agreed to reimburse me. Within hours I and my husband, who has no relationship with Experian, began receiving threatening emails: We suddenly have no FICO score, all accounts **** free membership) are canceled, the Boost service (a free program using your bill-paying history to improve your credit score) is no longer available to me unless I upgrade, and we are in danger of having no credit score. I called Experian to ask why my account and Boost program had been canceled and they blamed my bank, saying it had initiated a "security freeze" preventing Experian from administering the service. My bank says that is not the case: I would have had to request a cancelation, which I did not. This seems like retaliation for discovering a fraudulent charge on my statement and questioning the company's practices. Please advise.

  Business Response

  Date: 02/10/2023

  Thank you for writing Experian(R) concerning your membership.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on December 24, 2018.  You then upgraded the membership to the Experian IdentityWorksSM Premium membership on October 8, 2022.  On October 8, 2022, you also sent an email requesting assistance in adding your husband to the Experian IdentityWorksSM Premium account.  The membership was moved to no benefits at your request on November 15, 2022.  We also processed a courtesy refund of $34.99 on November 15, 2022.  Our records indicate you reactivated the Experian CreditWorksSM Basic membership on November 15, 2022 and that account is still active.
  
  Our records show your credit report with Experian(R) was accessed through your membership last on January 15, 2023 and this report included a score.
  
  As for your disconnected Experian BoostTM, when this happens, you should reconnect your financial institution.  Generally the reason for the disconnect is that your financial institution had run a security update that caused all Experian Boost membership with that financial institution to be disconnected.
  
  For us to be able to address the threatening emails you mention in your complaint, we will need copies of those emails for additional research.  You may fax them in to Experian Consumer Affairs at ************ or mail them to ECA, PO Box ****, *****, **  ***** and referrence BBB 18573010.
  
  We hope this information is helpful when considering the matters mentioned.

• Initial Complaint

  Date:12/13/2022

  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 charging me ***** a month without my consent and Ive attempted to contact them to stop this unauthorized charge and I am unable to get thru to a person or reach the place to cancel online. I did not purchase anything from Experian and I did not sign up for any subscription. This is a completely unauthorized charge.

  Business Response

  Date: 01/27/2023

  Thank you for your letter. We appreciate your feedback and have noted your concerns. After conducting
  an additional review, we are still unable to locate the charges you reference in our systems using the
  information provided. In order to provide assistance, we are in need of additional information. Please
  provide us with the following:
  ? The complete credit or debit card number that was billed
  Please fax the requested documents to:  **************
  ATTN:  Experian Consumer Affairs (BBB 18625939)
  Or, you can mail to:
  Experian Consumer Affairs
  PO Box 2390
  *****, ** 75013
  Our customers are very important to ** 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:12/13/2022

  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 cannot get in touch with Experian. No one answers the phones. Tried all numbers and prompts. No answer. Have several issues with credit report that need answers and updates. Terrible customer **********************. Someone from **************** to call me at ************.

  Business Response

  Date: 01/08/2023

  Thank you for expressing your concerns regarding your credit report with Experian. 
  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 the three national credit bureaus:  Experian(R),Equifax(R) and TransUnion(R).
  Experian(R):
  Online Dispute:  ********************************************
  Mail:  **********************************; 75013
  Telephone:  **************
  
  Equifax(R):
  Online Dispute:  ***********************************************************************************************************************************
  Disputes via ****postal mail:
  Equifax LLC
  P.O.Box 740256
  *******,** 30374
  Telephone:  **************
  
  
  TransUnion(R):
  Online Dispute:  ********************************************************************************
  Disputes via **** postal mail:
  TransUnion
  Consumer Solutions
  P.O.Box 2000
  *******************************
  Telephone:  **************
  
  The FCRA mandates that the credit bureau with which you placed the dispute must respond to your dispute by contacting the source of the information and initiating an investigation.  The credit bureau will ask the company or creditor (where possible) to check their records to verify the disputed information.  Within 30 days, the company or creditor must respond to the credit bureaus investigation.  The creditor or company may verify the account item as accurate, or they may ask the credit bureau to update or correct the item.  Upon conclusion, the credit bureau will contact you with the results of the investigation.
  I hope the above information is helpful to you in considering this matter.

  Customer Answer

  Date: 01/09/2023

  I am disputing this answer because the issues I have needs for Experian to answer their phones, return messages that were left and the issues in question, require management to call me and the process they posted does not work. 

  The problem is their process that does not work. It's a failed system. 

  Business Response

  Date: 02/07/2023

  Thank you for your additional comments about the incorrect information on your credit report.
  
  When you have incorrect information on your Experian(R) credit report, you will need to dispute that information.  To do so, you must Experian(R) and use one of these methods of communication:
  Online Dispute:  ********************************************
  Mail:  *****************************; 75013
  Telephone:**************