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 has 28 locations, listed below.

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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

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  Experian Consumer Services

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

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  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:10/07/2022

  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.

  Experian made an unauthorized charge to my account. I dont even have a membership with them nor do I have a credit card on file with them.

  Business Response

  Date: 10/24/2022

  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 are in need of additional information.   We would appreciate if you can provide us with the following:
  a.  Full credit card number being billed
  b.  full name, phone number, email address of any other person in your home that could be using the credit card
  
  Please fax any supporting documents to:  **************.  ATTN: Experian Consumer Affairs (Complaint ID: *********.  Or, you can mail to: ********************************* 75013
  
  Our customers are very important to us 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 actually offered by a different company.

  
  Thank you for your understanding and cooperation.

• Initial Complaint

  Date:10/06/2022

  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 filled out a form to receive a free credit report, but never checked that I wanted emails. I am now inundated with SPAM emails from Experian. They need to stop since I never signed up for them.

  Business Response

  Date: 10/24/2022

  Thank you for writing and expressing your concerns.
  
  ConsumerInfo.com(R), **** (CIC, also known as Experian Consumer Services ECS) is an affiliated company of Experian(R), the credit reporting agency. CIC offers a variety of credit monitoring products that include online access to consumers personal credit reports and scores.
  
  Our records indicate that on October 2, 2022, you enrolled in a complimentary membership with Experian CreditWorksSM Basic. Your membership benefits have included access to your Experian report and FICO(R) Score once every 30 days, free of charge, as well as monitoring alerts which are updated daily.
  
  Regarding offers and alert notifications provided with our membership products, the following disclosure is displayed to the consumer when submitting their order:
  
  I authorize ConsumerInfo.com, ****, also referred to as Experian Consumer Services (ECS), to obtain my credit report and/or credit score(s), on a recurring basis to:
  
  Provide my credit report (and/or credit score) to me for review while I have an account with ECS.
  Notify me of other products and services that *** be available to me through ECS or through unaffiliated third parties.
  Notify me of credit opportunities and advertised credit offers.
  
  Your concerns are very important to us. In response to your BBB complaint, your membership was immediately cancelled on October 24, 2022. We have also opted you out of receiving partner offers via email.
  
  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.
  
  We strive for customer satisfaction and we hope we have addressed your area of concern to your satisfaction.
  
  

  Customer Answer

  Date: 11/01/2022

  Don't send me constant solicitation emails.

  Business Response

  Date: 11/02/2022

  Thank you for your reply.
  
  In response to your BBB complaint, your membership was immediately cancelled on October 24, 2022. We have also opted you out of receiving partner offers via email. 
  
  Going forward, the only email you should receive would be notifications related to any disputes you may initiate. Should you sign in to add or remove a security freeze, confirmation of these actions may be sent to you as well.
  
  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.
  
  We hope the above information is helpful to you in considering this matter.
  
  

• Initial Complaint

  Date:10/06/2022

  Type:Billing 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.

  My bank USAA offered "free" credit monitoring with an Experian membership. USAA dropped Experian credit monitoring from their website and Experian started contacting me directly via email. When I log in to my account, Experian states it is locked and I need to call to unlock it. I have tried multiple numbers contacting Experian for assistance and always get an automated helper that cannot locate a real person for assistance. **********************42, ***********

  Business Response

  Date: 10/24/2022

  Thank you for writing and expressing your concerns.
  
  ConsumerInfo.com(R), **** (CIC, also known as Experian Consumer Services ECS) is an affiliated company of Experian, the credit reporting agency.  CIC offers a variety of credit monitoring products that include online access to consumers personal credit reports and scores.
  
  Our records indicate that on November 15, 2019, your complimentary enrollment in USAA CreditCheck(R) was upgraded to a complimentary membership in Experian CreditWorksSM Basic. Your membership benefits currently includes access to your Experian report and FICO(R) Score once every 30 days, free of charge.
  
  Your concerns are very important to us. In response to your BBB complaint, our representative attempted to contact you by phone on October 24, 2022, but was unable to reach you. At your earliest convenience, you may contact our representative for assistance between the hours of 9am-6pm (Central Time), Monday-Friday, using the information provided to you via voicemail.
  
  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.
  
  We hope the above is helpful to you in considering this matter.
  
  

  Customer Answer

  Date: 10/27/2022

  
  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. The business did assist with my login errors as my birthday was incorrect in their system. They could not advise why an actual person could not be reached when I called their help numbers.  I do consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:10/05/2022

  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.

  This place is a joke. All you can do is go through there automated system. If it's not on there and want to talk to a real person you can't. Tried to unfreeze my credit report for a few days by going online, won't except my information that I used for years. Tried calling multiple phone numbers and all I get is and Automated System and if your question isn't on the Automated System, your out of luck. You can't talk to a real person no matter how many phone numbers you try. It goes right back to the Automated System. Wasted at least 20 minutes trying to unfreeze with them. Whereas it took 1 minute to unfreeze my credit with *********** and Equifax.

  Business Response

  Date: 10/24/2022

  Thank you for writing Experian(R) about lifting your security freeze.
  
  Our records indicate you enrolled in our Experian CreditWorkSM Basic membership on March 16, 2019 and are currently still monitoring your credit history with that product.  We also show that you were able to temporarly lift your security freeze on October 5, 2022 and that freeze is back in place.
  
  On October 24, 2022, our agent reached out to you to ensure you are now able tog into your membership successfully.  However, she was not able to speak with you but did leave a voice mail with her direct phone number.  If you are still needing assistance, please reach out to this agent at the number in your voice mail.
  
  We hope this information is helpful to you when considering this matter.

  Customer Answer

  Date: 10/27/2022

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