Complaints

This profile includes complaints for Experian Consumer Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Experian Consumer Services

  535 Anton Blvd Ste 100 Costa Mesa, CA 92626-7199

• 

  Experian

  2377 Gold Meadow Way Ste 100 Gold River, CA 95670-4444

• 

  Experian Consumer Services

  221 W 79th St Apt 3R New York, NY 10024-6229

• 

  Experian Consumer Services

  213 Willow Bend Ste. 152B Sacramento, CA 94203-0001

• 

  Experian Consumer Services

  475 Anton Blvd Costa Mesa, CA 92626

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:12/13/2022

  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, despite not having payment information, has been charging me monthly. Every time I call their number to cancel a pending payment, their phone system is incomprehensible because the questions are not completed and asked - broken up with pauses. It is frustrating trying to reach them to stop them from charging my checking account. I want a full refund for the six months they have charged my account $26.49 since June 7, 2022.You can see in one attachment that Experian doesn't have my payment information. Yet they have managed to charge my account. The account they are charging is a new checking account, too. So how are they getting my personal account information?

  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 December  7, 2020.  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 6, 2020.  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 January 6,2023.  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 $185.43 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.

• Initial Complaint

  Date:12/12/2022

  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.

  Wanted to speak with an agent regarding cancellation of my Experian service since I am now getting it free through a financial institution. First, it took me around 10 tries to speak with a human being, then when I explained the situation they tried to sell me on a lower priced service. They then cancelled my service like I asked and I asked about the refund. They proceeded to tell me I received a refund in Mar 2022 - which is totally incorrect - I paid for the service again in 2022. CS rep said I needed to speak with my CC company. I asked to speak with someone else since this person did not know what they were talking about - was off and on hold many times and then they hung up. Do I get a refund for the amount of time left and what is this about giving me a refund when that didn't occur. Also, why should I trust my financial security/private info to a company when their customer ********************** is the worse I've encountered in years.

  Business Response

  Date: 02/08/2023

  Thank you for writing Experian(R) concerning your experience with our agent.
  
  Our records indicate you enrolled in our Experian CreditWorksSM Plus membership on March 21,2017.  This membership was billed yearly at a rate of $95.40 and continued billing until the membership was cancelled to no benefits on December 12, 2022.  During cancellation, a prorated refund of $24.31 was processed from the charges assessed on March 15, 2022. 
  
  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.
  
  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:12/08/2022

  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.

  Hello,I have been trying to get a hold of Experian customer ********************** team about information of someone getting a car that matches my information. I tried calling but they cannot confirm my identity and I have a feeling that my information on the account has been compromised/changed. I would like someone to contact me immediately. I have no other way of contacting anyone and the email is only for business and no live chat is provided.

  Business Response

  Date: 02/14/2023

  Thank you for writing Experian(R) concerning your membership.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on June 1, 2018.  This membership is still active.
  
  Our records also indicate you spoke with our agent on December 8, 2022 and all issues were resolved.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:12/07/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon trying to log in to my account and check my credit score, my password had been changed. Trying to reset password says I have to verify a phone number and that last 2 digits dont match mine. It doesnt recognize my email though I have emails sent to me from them with my information. When resending my information through email its an incorrect email. Theres no option for me to have this fixed. Its impossible to call and speak to someone. I want to contact someone, a live person and not an automated recording, and fix my account. My last email was in October and I had no notification of credentials being changed, it is now December! Changes were being made over a month ago and I just found out from my own doing and still cant contact anyone.

  Business Response

  Date: 02/05/2023

  Thank you for writing and expressing your concerns.
  
  Our records indicate that you are currently enrolled in a complimentary membership with Experian CreditWorksSM Basic. Your membership benefits currently include access to your Experian(R) report and FICO(R) Score once every 30 days, free of charge. 
  
  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.
  
  If you believe that your credentials were changed by an unauthorized third party, you may request that your existing profile be removed from our website. Once completed, you would then be able to create a new profile and reauthenticate your identity. To process this request, we will need additional information. We would ask the you please provide us with all of the following, along with a description of your request:
  
  1.Your complete Social Security number
  2.Copy of your current drivers license or government-issued photo ID reflecting your current address
  3.Copy of a current utility bill or bank/insurance statement reflecting your current address
  
  Please fax the requested documents to:  **************
  ATTN:  Experian Consumer Affairs (BBB 18538774)
  
  Or, you can mail to: 
  Experian Consumer Affairs
  PO Box 2390
  *****, ** 75013
  
  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:12/06/2022

  Type:Service or Repair 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 an Experian.com I have an account, but your have been blocked though I know my PIN and password. ********************** does not provide human assistance though they are 100% at fault.I know my pin, when I put it in, the phone and online system recognized me. Then asked for a reset.Your website accepted a password change then blocked me. Considering how this company has access to personal information, they are not providing a human to fix this problem they have created. Their behavior is monopolistic and anti-consumer. Basically, my account at my email address on 12/6/2022 has changed the password at least 5xs through the experian.com site and have accessed then been denied my account with my valid passcode.Experian should provide human customer ********************** and they are noting but an information (often incorrect) company that has too much control over personal data but provides zero human support to fix Experian issues. I would like a human and phone to resolve this Experian technical issue. The phone and website are a pathetic excuse for customer **********************.

  Business Response

  Date: 12/17/2022

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  Our records indicate that you are currently enrolled in an Experian Limited Registration membership as of December 13, 2022.
  
  Our representative contacted you on December 17, 2022 to assist with your membership concerns.  You stated you were able to resolve your issues by creating a new membership.  If you are still in need of assistance or will need help in the future, please contact our representative using the contact information provided to you on 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.

  Customer Answer

  Date: 12/20/2022

  
  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:12/03/2022

  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 UPGRADED MEMBERSHIP WITH EXPERIAN BECAUSE I WANTED TO TAKE ADVANTAGE OF A FAMILY PLAN SO THAT MY SON COULD MONITOR AND LOCK HIS CREDIT FILE. I WAS ORIGINALLY PAYING $24.99 JUST FOR MYSELF, THE UPGRADE WOULD INCREASE MONTHLY COST TO $34.99. THE PROBLEM IS I HAVE BEEN PAYING THIS NEW AMOUNT SINCE 8/2022 BUT UNABLE TO ADD MY SON TO THE MEMBERSHIP AS INSTRUCTED, I HAVE CALLED EXPERIAN AT ************** TWICE AND WAS TOLD AFTER SPEAKING WITH THEM THAT I CAN GO AHEAD AND ADD NOW...WELL IT STILL DOES NOT WORL=K..MY LAST CALL WAS 12/2/2022 AT 6:54PM...THIS LINE IS HARD TO GET THROUGH TO SPEAK WITH A LIVE REP..IT TRIES TO FORCE YOU TO HANDLE YOUR ISSUE, OR QUESTION THROUGH RECORDED MESSAGES...TO MY SURPRISE SOMEONE FINALLY PICKED UP..AFTER MUCH FRUSTATION I JUST TOLD THEM TO CANCEL MY MEMBERSHIP COMPLETELY BECAUSE I AM PAYING MORE FOR A MEMBERSHIP THAT I CANNOT COMPLETELY UTILIZED, THE REP ASSURED ME SHE FIXED THE ISSUE AND TONIGHT I TRIED TO ADD MY 20 YEAR OLD SON ************************* AND IT KEEPS SAYING HE ALREADY HAS AN ACCOUNT (HE DOES NOT) ..THE PROBLEM IS NOT FIXED..I AM REQUESTING A REFUND OF $10 FOR EACH MONTH THAT I HAVE BEEN PAYING FOR THIS UPGRADE..I ALSO WOULD LIKE THEM TO ADD MY SON TO MY MEMBERSHIP AND AFTER THAT THEY CAN CHARGE ME $34.99.

  Business Response

  Date: 12/16/2022

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  Our records indicate that you are currently enrolled in an Experian IdentityWorksSM Premium membership as of August 29, 2022.
  
  Our representative attempted to contact you on December 16, 2022 but was not successful.  If you are still in need of assistance, please contact our representative using the contact 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:12/02/2022

  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 has failed to correct my credit report which is showing monthly income far below the correct amount.For over 3 Months I have a communicated with different departments at Experian. At their direction I have sent emails to the department that was to correct the problem. I have email delivery receipts showing the emails have been delivered. That department has never responded or corrected the issue.

  Business Response

  Date: 02/07/2023

  Thank you for writing Experian(R)concerning your membership.
  
  Our records indicate you enrolled in our Experian IdentityWorksSM Plus on March 23, 2018.  This membership was active until you requested to cancel to no benefits on November 21, 2022.
  
  In your complaint you indicated that inaccurate income information was being displayed via your membership.
  
  As a consumer credit reporting agency, Experian does not collect income data and income data is therefore not included in a credit report.  However, as part of their decisioning processes, credit grantors may consider the income information you provide to them when applying for credit. 
  
  Please note that the debt-to-income calculator referenced in your membership is provided so that you may estimate your debt-to-income ratio for educational purposes only.  To use this simple calculator, you may type different values into the Monthly Income field, to see how different income amounts may change your debt-to-income ratio.  When you first navigate to the Credit Summary page, the Monthly Income field is pre-filled with a default amount which you can change.  Please also note that this estimate information is displayed only to you via the membership and is not shared with creditors or calculated into the **** Score conveyed via your membership.
  
  We apologize for any inconvenience or misunderstanding, and 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:11/29/2022

  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.

  I cannot easily access my credit information. I called multiple times this evening and was disconnected after struggling with the automated system. This is an unfair obstruction that was a waste of time and distressing. I do not have time or energy for this, nor does ANYONE. There is not fair to obstruct an individual from being able to access their credit information/ freeze/ unfreeze etc. be easy access to speak to a human being, This is a monopoly and we have no choice but to use their business, this protection and ease of access to a human being on the telephone is not negotiable.

  Business Response

  Date: 12/13/2022

  Thank you for writing to Experian(R) concerning your customer ********************** experience.
  
  Our records indicate you have not enrolled in either a monitoring membership or an Experian Service Account to manage your freeze and disputes.  Please follow the instructions below for non-members.
  
  We recently updated our processes for administering security freezes.  To add or remove a security freeze, a consumer must initially 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 complimentary product of Experian, which provides consumers access to their Experian report and FICO(R) Score once every 30 days, free of charge,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.  If you cannot or choose not to access our online service, you can contact us by phone *************).
  
  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:11/29/2022

  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.

  Username lev_sverdlov Email ********************** Membership ID#************** I am unable to cancel my membership, either by phone (directs me to go to the website to cancel) or by website (says account is locked out, directs "Please call us at ************** to unlock your account." but there doesn't seem to be an option in the phone tree to either unlock or speak to an operator).

  Business Response

  Date: 12/08/2022

  Thank you for writing Experian(R)about the cancellation of your membership.
  
  Our records indicate you enrolled in our Experian IdentityWorksSM Premium membership on November 29,2018.
  
  Per your request, we have moved this membership to no benefits effective December 8, 2022.  This same date we have processed a $26.65 courtesy refund.  Please allow 3-5 business days for the refund to process to your credit card on file.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:11/27/2022

  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 has a premium membership for ***** a month. The membership includes credit scores for all three credit bureaus. I signed up for this plan but when I tried to get my scores, it states they are unable to retrieve scores. I cancelled the plan since it is not providing me with the service it is offering. I want a refund since the company is not actually providing me all aspects of the membership.

  Business Response

  Date: 12/07/2022

  Thank you for writing Experian(R) concerning your membership.
  
  Our records indicate you have been enrolled in several different monitoring products since June 2, 2016. When you enrolled in the Experian CreditWorksSM Premium membership on November 11, 2022, the process to pull your credit report from Equifax(R) failed.  This means there is an issue with that report that needs to be corrected by you before the Experian CreditWorksSM Premium membership can be established.  You will need to contact Equifax and obtain your credit report and correct any incorrect information.
  
  At the present time, December 7, 2022, we have cancelled your membership to no benefits and have issued a courtesy refund in the amount of $24.99.  Please allow 3-5 business days for those funds to reach your credit card on file.
  
  We hope this information is helpful to you when considering this matter.