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:11/27/2022

  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 attempted to cancel my Experian account multiple times and they continue to refuse to communicate with me unless I update payment information so they can charge me for the 2 months that my credit card has declined payment. They are attempting to extort money from me to cancel a service I have not had access to since the first time they were unable to charge my card.I have emailed and called to no avail

  Business Response

  Date: 02/07/2023

  Thank you for writing Experian(R) concerning your membership billing.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic on August 9,2022.  This membership was upgraded to our Experian CreditWorksSM Premium membership on August 19, 2022.  This paid membership billed you $26.74 on August 31 and September 30, 2022.  Your last successful login was on October 31, 2022. 
  
  Our records also indicate you sent an email on December 17, 2022, to cancel your paid benefits.  Our agents responded to your email on December 18, 2022, to inform you of the downgrade of your membership to Experian CreditWorksSM Basic membership on that date.  There was no reply from you to this email.
  
  In response to this complaint, your membership was cancelled to no benefits on February 7,2023. 
  
  We hope this information is helpful to you when considering the matter.

• Initial Complaint

  Date:11/27/2022

  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.

  The app. Marketplace option in the app is broken. It never shows credit card offers. I pay for this as a full service and want to see loan and credit card offers in the same way Credit Karma shows them. I don't know why I'm paying and I can't see any credit card offeres, both advertised or personalized credit shows nothing. Instead is has always said "Credit Card Offers unavailable at this time, please visit experien.com to see all offrers" I need this escalated to the app developers, IT, or technical support. I would also like someone to call me directly and tell me why this isn't working, if they plan to fix it, and why I can shop credit card offers in the app. See the attached screen shot of what I'm talking about that doesn't work. If I don't answer, leave a message where I can call you right back. Thanks.

  Business Response

  Date: 12/08/2022

  Thank you for writing Experian(R) about your marketing emails.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on July 29, ****, and that you upgraded to our Experian IdentityWorksSM Premium membership on February 28, 2022.
  
  Our records also indicate you sent an email to our support team on August 16, 2019, to request to be opted out of our marketing emails.  On August 21, 2019, our agent opted you out.  Today, December 8, 2022, you were opted in to start receiving the marketing emails again.
  
  We hope this information assist you when considering this matter.

  Customer Answer

  Date: 12/08/2022

  WHAT????! This response from Experian has NOTHING to do with my complaint. My complaint is not about marketing emails. It's about the app and website not showing any credit card offers and giving instead constantly saying "Unable to show credit card offers at this time". So don't sign me up for marketing emails again, I never asked or that, remove me from marketing emails ASAP address  my original complaint appropriately. 

  Business Response

  Date: 12/21/2022

  Thank you for writing and expressing your concerns.
  
  Our records indicate that you are currently enrolled in a membership with Experian IdentityWorksSM Premium. Your membership benefits currently include daily access to your Experian(R) report and FICO(R) Score once.
  
  Please note, we do not ***** or deny credit. Each credit *****or makes such decisions based on its own guidelines.
  
  Regarding partner offers presented within our membership products, our Terms and Conditions state, in part: Please note that prequalification for a credit opportunity available through a third party does not guarantee approval, and you will need to submit an application with such third party if you choose to apply for a prequalified offer (and such application may result in a credit inquiry that can impact your credit score(s)).
  
  When selecting to apply, our website also advises the consumer that they will be redirected to the credit *****ors website to complete the application process, at which point the credit *****ors terms will apply. The following disclosure also appears in our Terms and Conditions:For complete information on any particular offer, see the terms and conditions on the issuer or lender's website. Once you click apply for any offers, you will be directed to the issuer or lender's website where you may review the terms and conditions of the applicable opportunity or offer before applying.

  For more information, please view the Credit Card tab in your online membership.  Please note, you will need to access your membership via a web browser to view your CreditMatch offers.  Depending on your state of residence, CreditMatch offers may not be available through our mobile app.

  We hope the following information is helpful to you in considering this matter.

  Customer Answer

  Date: 12/22/2022

  YET AGAIN, THIS RESPONSE FROM

  EXPERIAN HAS LITERALLY NOTHING AT ALL TO MATTER OF MY SPECIFIC COMPLAINT. AT THIS TIME, SINCE THIS IS THE SECOND TIME EXPERIAN HAS REPLIED INCORRECTLY WITHOUT PROPERLY UNDERSTANDING WHAT MY COMPLAINT IS ABOUT I MANAGER NEEDS TO CALL ME DIRECTLY BY PHONE TO DISCUSS AND RESOLVE THE ISSUE ONCE AND FOR ALL. THIS IS RIDOCULOUS. 

• Initial Complaint

  Date:11/25/2022

  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 set up an account with Expirian for my husband using my Gmail address. I signed up for their basic free package and after awhile upgraded his membership to their $24.99 monthly plan with a free 7 day trial period, after which you pay $24.99 per month if you don't cancel the service within the trial period. Their website claims that you can downgrade your membership to the basic package online and payments will be stopped immediately by doing this. I have been charged $24.99 twice this month by them, on 11/10/2022 & on 11/24/2022 despite downgrading to basic package on 11/04/2022. My bank sends text alerts when suspicious activity is detected and numerous declined transactions are being attempted by someone in the amount of $24.99 but they can't due to insufficient funds. I think Expirian is the culprit behind this activity as well. The dates are October 18, 20, 21, 25, 27, and 31 and November 1 and 3. Several emails also from my Chime account for November 3, 18, and 22 for Expirian* Credit Repor attempting transactions of $24.99 each time and transactions being declined due to not enough money in my account. I provided several different card details as payment methods when I upgraded my membership from their free service since it's a requirement to get the more detailed services from Expirian.

  Business Response

  Date: 12/05/2022

  Thank you for writing Experian(R) concerning your billing.
  
  Our records indicate your husbands Experian CreditWorksSM Basic membership has had no billing since it was started on February 12, 2022. 
  
  As for your Experian CreditWorksSM Basic membership that began on February 7, 2018,there have been several changes in the product for this membership.  From March 7, 2022 until today, December 5,2022, you enrolled in the Experian CreditWorksSM Premium membership with a billing of $24.99 per month.  On October 18, 2022, your credit card declined the monthly billing until November 10, 2022 and your monthly billing for the moth of November was paid on November 24,2022.  Your normal billing date is the 18th of each month.
  
  Since the billing is as it should be when a credit card declines charges, we must respectively decline your request for a refund.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:11/22/2022

  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.

  They keep charging me for credit reports that I don't want. Tried contacting them but couldn't reach real person.

  Business Response

  Date: 02/06/2023

  Thank you for writing Experian(R) concerning your monitoring membership.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on July 25, 2022.  This membership has no billing.
  
  After doing a detailed search with the information you provided, we were unable to locate an account in our system that is billing you.  To better assist us in locating an account, we need additional information.   We would appreciate if you can provide us with the following:
  a.  Full credit card number being billed
  
  Please fax any supporting documents to: **************.  ATTN: Experian Consumer Affairs (Complaint ID: *********.  Or you can mail to: ECA, PO Box ****, *****,** 75013.
  
  Our customers are very important to ** and we look forward to hearing from you with the information requested above.
  
  Thank you for your understanding and cooperation.

• Initial Complaint

  Date:11/21/2022

  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.

  On 11-19-22 at 514pm I signed up for Experian Credit Works Premium. It was free for 7 days, then ***** a month. I could cancel anytime. I signed up on ***.experian.com/member/dashboard. My member ID is *****************. I have contacted them 6-7 times on ***** &11-11-22 at ************ to try and cancel what I signed up for. I always got an automated voice but could never reach a real person.

  Business Response

  Date: 12/05/2022

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  Our records indicate that you ordered a trial Experian CreditWorks Premium membership on November 19, 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 November 30, 2022.  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 December 30, 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 5, 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.

  Customer Answer

  Date: 12/05/2022

  
  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:11/18/2022

  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 charged me $24.99 for something I didn't authorized. I'm uncertain why they did this. I've tried numberous times to contact Experian via phone and website all to no avail. I NEVER authorized Experian to collect money via my account. I need help to get the unauthorized money back and to ensure another charge is not attempted. I thought, per advertisement, it was a free service. While trying to obtain a credit report from them I authorized a $1 service charge that was supposed to be instantaneously refunded. However, when I discovered for what ever reason I was not successful in obtaining a report from them I stopped trying. I truly thought my $1 had been refunded to my account and the matter was closed. I truly need help with getting my money refunded a and to ensure that no other fees are charged to my account.

  Business Response

  Date: 12/14/2022

  Thank you for expressing your concerns regarding your billing.

  
  After doing a detailed search with the information you provided, we were unable to locate an account in our system that belongs to you.  To better assist us in locating an account, we need additional information.   We would appreciate if you can provide us with the following:
  a.  Full credit card number being billed
  b.  Bank statement indicating card being billed
  
  Please fax any supporting documents to:  **************.  ATTN: Experian Consumer Affairs (Complaint ID: ******************************.  Or, you can mail to: ECA, ***************************** 75013
  
  Our customers are very important to ** and we look forward to hearing from you with the information requested above.

  
  Please note there are several websites that offer similar products, and in many cases, customers often discover, after reviewing their billing statement, or the web site where they enrolled, that the product is offered by a different company.

  
  Thank you for your understanding and cooperation.

• Initial Complaint

  Date:11/17/2022

  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 paid monthly ***** for credit monitoring services and have complained multiple times over the last 2 years that I can not pull my personal credit reports as part of my monthly service because they can't seem to get my information correct on my reports to work correctly. Multiple calls email and complaints and I still can not pull my own reports and scores and no place I apply for credit can either so I an getting hits against my credit for people trying to pull my scores for the score to come back as zero because my information is incorrect. I am beyond angry over this as I get put in circles when I call to get this problem addressed. I get told ot will be fixed then it is not.

  Business Response

  Date: 12/14/2022

  Thank you for writing Experian(R) concerning you credit report and membership.
  
  Our records indicate you enrolled in Experian CreditWorksSM Basic on March 2, *************************************** your time monitoring your credit with us.  We show your current membership to be Experian CreditWorksSM Basic and this product began November 25, 2022.
  
  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 consumersinformation.  We employ an authentication process to verify the consumers identity for access of their report online. 
  
  Our records further indicate that the address you provided via our membership website was previously disputed as not yours, or not yours due to identity theft, and had been deleted or blocked from your credit report in accordance with documentation you provided.  Because our website was subsequently unable to authenticate the address provided via your membership, we were unable to provide instant online delivery of your credit report.
  
  Your concerns are very important to us.  Our records indicate that the referenced mailing address was added to your report on December 12, 2022.  You should now be able to access updated reports and/or scores via your membership.
  
  At this time, you are not eligible for a refund from your membership charges because you disputed the addresses causing the report to not associate with your membership.
  
  We hope this information is helpful when considering the matter.

  Customer Answer

  Date: 12/17/2022

  I had called the customer ********************** line multiple times asking what I had to do to resolve this issue over a two year period I was told to send in proof of address and I did the problem was never resolved I called multiple times after that to speak to multiple people who said the address was updated and I should see my current reports and scores only to keep repaying for the membership to be able to see if my scores will updated and they would not. This problem has caused me severe stress I had to call multiple times to hear the sane thing over and over to still have problem exist.  I sent proof of address in by fax by upload and it was never taken care of *************** time I called a lady finally was able to get it right after 30 or more people could not. I don't accept your response because I did what I was supposed to do to get problem resolved. Your company just didn't resolve the problem until I spent over 2 years and countless phone calls and stress and aggravation calling.

  Business Response

  Date: 01/06/2023

  Your concerns are very important to us.  Although the fees were billed in accordance with the terms and conditions of the membership,in the interest of customer ********************** and goodwill, we have issued a refund to the credit card on file in the amount of $252.49, on December 6, 2023. Please allow 3-5 business days for these funds to process to your credit card account.

  
  For any additional questions, please refer to our previous response.

• Initial Complaint

  Date:11/16/2022

  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 am locked ot of my credit monitoring account and cannnot use any of the reset options on my computer. I have tried everything. I have tried several phone numbers and it will not let me speak to a person. The information in my report is sensitive and I should have access to it whenever I want but it will not recognize my info. This is NOT ACCEPTABLE!

  Business Response

  Date: 02/02/2023

  Thank you for writing Experian(R) and allowing us to address your concerns.
  
  Our records indicate you are not currently enrolled in a membership product.  You will need to follow the non-member instructions below to create an account with Experian.  This will allow you to either manage your freeze and disputes or you can select to start an Experian CreditWorksSM Basic membership to monitor your Experian credit report.
  
  We recently updated our processes for administering security freezes.  To add or remove a security freeze online, a consumer must visit www.experian.com/freeze.  Existing Experian members will be prompted to sign into their membership.  Non-members will be prompted to create a free membership in Experian CreditWorksSM Basic or to create an Experian Service Account.  
  
  Experian CreditWorks Basic is a free product that provides consumers access to their Experian credit report and FICO Score once every 30 days, along with monitoring alerts which are updated daily.  In contrast, an Experian Service Account does not involve enrollment in a membership.  It is an online portal through which consumers may log in to manage a security freeze, as well as submit disputes and review dispute results.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:11/05/2022

  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 am a senior citizen trying to unsubscribe from Experian Boost. I signed up for what I thought was a free service and paid $1.00 for my report. They took the credit card I paid for the report and started trying to charge me for this service. I have tried to email this company but am not able to access for some reason. I just need everything cancelled. I am not that efficient on computers and cant get through to the company. I just want to cancel whatever they are charging me for. I am confused. Please help me.********************* **********************

  Business Response

  Date: 12/14/2022

  Thank you for writing Experian(R) concerning your membership.
  
  Our records indicate you enrolled in our Experian CreditWorksSM Plus membership on October 14, 2022 with a monthly billing of $23.76 each month until cancelled.  We also show that you downgraded to our complimentary Experian CreditWorksSM Basic membership on December 8, 2022.  In response to your request to cancel everything, we have cancelled your membership to no benefits as of December 14,2022.
  
  We hope this information is helpful to you when considering this matter.

• Initial Complaint

  Date:11/02/2022

  Type:Sales and Advertising 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.

  Experian has locked me out of my account. I have been trying to seek help for login, via Experian's website meaning on line and calling. Attempting on line, Experian is confirming my user ID, when I use, I get a notification of "Experian does not recognize such an information". I spent calling on numerous occasions, spending half a day each time, last was on Sept 14th, 2022. I managed to talk only to one person who insisted that they are instructed to ONLY help businesses. I explained the urgency that I had serious concerns if my profile, ID had been hacked, I HAD to take actions...Furthermore, If my information is in their website, I was the owner I HAD to have access to the website. I have all prior attempts and tried again facing the same aggravating experience going in vicious cycles, experian confirms my ID, when I use it to request resetting a password (since it rejects my password), Experian emails back that an email has been sent to reset my password, which takes me back to the same place ID being verified confirmed, and when used, information unrecognized. I end up sending emails, that have the same result, all contact is generated by an automated system without personal help, and does not recognize the problem or by being bombarded by invitations to access my account and buy more of their promotional items.This has been going on since beginning 2021. I am truly concerned, however will no longer try by going and repeating the same which is not working, no use, it is truly confirming it is madness.

  Business Response

  Date: 12/05/2022

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  Our records indicate that you ordered an Experian CreditWorks Basic membership on October 12, 2021.  The membership allows you access to your Experian(R) credit report and FICO(R)Score once every 30 days, at no charge to you.
  
  On December 5, 2022, our representative contacted you and successfully assisted you with accessing your membership.  If you are still in need of assistance,please contact our representative using the information they provided 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: 12/06/2022

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

  I received the call from Experian and representative restored my access to my account.

  THANK YOU BETTER BUSINESS BUREAU! 

  GRATEFUL FOR YOUR SERVICES!!!!!!

  ***************************