Business Profile

Credit Reporting Agencies

Experian Consumer Services

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Complaints

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

Customer Complaints Summary

940 total complaints in the last 3 years.
379 complaints closed in the last 12 months.

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Submit a Complaint

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:05/27/2025
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.
Speaking with *** today a representative of Experian concerning what is advertised or stated that you can get credit for utility bills the actuality is that the algorithm may or may not even see the bills, with over a year's payment in three utility bill categories the algorithm chose to ignore a whole year of successful payments *** suggested I write the support team, I have not heard back from them the algorithm keeps cutting off the bank that's hooked up obviously if people get credit for paying bills on time and credit score goes up it's not good for businesses companies that can make more money from people with lower credit scores so I think the algorithm has been programmed to do exactly what this problem suggests... Experian needs to be able to direct their employees or their algorithm to credit for each 3 months segment all the way back for these bills to 2024.
Customer Answer
Date: 05/27/2025
I authorize this complaint the issues of the complaint are all contained within the original message, false submissions on my credit report mainly by the corrupt organization or business known as Mr. ******* which currently has a number of mortgage schemes in process not to mention prior lawsuits levied against them with settlements from for the homeowners, and false advertising by Experian claiming that they will add past successful payments of bills to benefit one's credit score with over a year of payments in three bill categories that their algorithm did not include it... Mr ****** should not be allowed to submit anything to the three credit bureaus regarding one's payment history, their own history of mortgage fraud alone should preclude this...
Business Response
Date: 06/11/2025
Thank you for reaching out regarding your concerns with Experian BoostTM. Experian Boost is a complimentary product of Experian. We cannot manually add accounts to Boost. Boost works by signing in with your bank credentials on our site, the accounts are then identified by our program and presented for verification. There are instances where Boost cannot identify certain utilities, and the feedback is provided to our development team. Regarding scores, it is important to note that various scoring models are available and have different uses. Experian uses the FICOScore 8 model. The statistical calculation of this credit score, and associated score factors, are proprietary to Fair *****. Designers of credit scoring models review a set of consumers - often over a million - who opened loans at the same time and determine who paid their loan and who did not. The credit profiles of who defaulted on the loans are examined to identify common traits they exhibit. Designers then build models that assign weights to each variable,and these are combined to create a credit score. There are many factors that can affect an individuals credit score. Credit scores are usually on the combination of all the credit factors in your credit report and are not based on one single item. Your score may go up, down, or remain constant depending on each factor as well as a unique combination of factors. Score calculations are based on information in your personal credit report and we cannot change the score; inaccurate information in your report can be corrected, which may change your score. You may start a dispute on *****************************************************************, by phone using the number on your credit report, or write us at ****************************. As we continue to improve, your utilities may become eligible. We suggest keeping your bank account connected as the system will continue to scan, and if, at some point, your utility or telecom payments become eligible,you will be notified via email.
Customer Answer
Date: 06/12/2025
The system 'manualy severed my bank account from itself gratuitously
Business Response
Date: 06/17/2025
Thank you for writing and expressing your concern regarding your membership with CreditWorksSM. Our records indicate you were able to successfully able to connect to Boost on June 16, 2025. If you are still experiencing this issue,please reach back out to us. Thank you for your patience in this matter.
Customer Answer
Date: 06/19/2025
While I appreciate the business response, and it was connected, their system gratuitously severed itself from my Experian boost over a Year's worth of receiving notifications of successful payments were lost once the company can give credit for the entire year, then will there be an successful resolution on behalf of customer. The companies previous Representatives has stated that they're not responsible for disconnections from the bank account to the boost but it's clear to see how these quote on quote accidents can help finance companies bye not increasing or having scores increase as they should it is an algorithm perhaps built-in to the Experian Network it never makes mistakes on behalf of customers or on behalf of someone's ********************** so while they assert that they're not responsible for it they also weren't responsible for going back and ensuring the Lost year of successful bill payment to the boost system..
Initial Complaint
Date:05/22/2025
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.
05/21/2025.While looking into ways to build my credit score I accepted a free trial from Experian, and if it were not for this incident I may have even considered paying for the services in the future. The fact of the matter is I am not wealthy, struggling to pay bills as is, looking for ways to get ahead. - Experian is using a predatory method of collecting payment. After accepting the free trial and letting it run it's coarse it attempted to pull money from my cash app, which I keep empty for this reason. When I went to the Experian website, after logging in to my account, it only gives two functional options outside of contact information: Choose a payment option and pay. I can not navigate to other sections of the site to change or cancel the subscription. When I called the number to cancel the subscription I was forced to talk to an AI recording, which is unresponsive to requests to talk with a real person, while also not understanding that I could have multiple options for an address which requires a conversation with a responsive individual. I have blocked them from charging my Cash App, but this behavior should not be tolerated from any business.
Business Response
Date: 05/28/2025
Thank you for bringing your concerns to our attention regarding Experian(R) CreditWorksSM. We appreciate your feedback and have noted your concerns. Per your request, your membership did cease, effective May 28, 2025.There were no charges located. We appreciate the time you took to send us your comments and suggestions. We value the input from our customers and assure you that we will give serious consideration to the issues you presented to us. It is through information provided by customers like you that we can improve our products and memberships.
Initial Complaint
Date:05/21/2025
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 received an alert today that is incorrect. I have been trying to call and speak to someone however it is impossible to get anyone on the phone. I want to speak to someone to get everything resolved.
Customer Answer
Date: 05/22/2025
Yes, I need help in speaking to a person. I call and all I get is automated messages and then they disconnect the call. It is impossible to speak to a person.
Business Response
Date: 05/28/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative left a voicemail requesting to reach you at 3:10 PM at May 28, 2025. 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.
Customer Answer
Date: 06/02/2025
I left a voicemail so I am waiting to hear back. They can email me also which would be better for me
Business Response
Date: 06/06/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative left a voicemail requesting to reach you at 9:00 AM on June 6, 2025. 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.
Customer Answer
Date: 06/09/2025
Everytime I call back I dial the extension it says the name of the person then a beeping sound then the automatic message thank you goodbye and it hangs up on me
Initial Complaint
Date:05/21/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Experian had a data breach in 2015. Since then they offered a free credit monitoring account. Recently I upgraded to a trial of their premium service. I canceled the membership during the trial as I found no extra value in the cost. Since then I have been trying to remove my credit card information from my account but ********************** refuses to remove it. I DO NOT want my credit card info stored in a companies database when there is no need to. I'm baffled as to how a company who's sole job is to track, monitor and protect peoples credit refuses to adhere to a customers request to protect their data. I just want my credit card removed from my account!
Business Response
Date: 05/28/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM Basic.

Our records indicate that you enrolled with Experian CreditWorksSM Premium on April 2, 2025, followed by a request to cancel the paid membership on April 8, 2025.

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 ********. 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 did, upon your request, cancel your paid account from our active database.

Thank you for your understanding in this matter.
Customer Answer
Date: 05/29/2025
I didn't ask to delete the online account, I asked to delete my credit card number you store in your system. The whole reason I even have an Experian account to monitor ********************** is because you failed to protect my sensitive information in a 2015 data breach. There is no reason to keep my credit card on file in my account. You are the only company that refuses to accept this request. Your social media account on ******** reflects the poor customer ********************** and complete inability to even access a human being within your company. Post after post is filled with the same discontent from other customers and users of your **********************. If holding my credit card on file with my account is required by law, why has Transunion and ******* both completed this same request with no issues? Your website is designed in way that every time someone logs in, it displays a screen to upgrade the account. The ********************** card info is already entered. The "accept" and "no keep my current plan" buttons are extremely close and you could easily accidently click accept and immediately have your credit card charged. This is why you want to keep credit cards on file. Your business practices are deceiving and deceptive. You make it next to impossible to reach a human being due to an absolutely useless automated phone system. I never thought a company who's sole business is to capture peoples credit data and and monitor credit would be just as scammy and negligent as the hackers we try to avoid.
Business Response
Date: 06/02/2025
We appreciate your feedback and have noted your concerns. After conducting an additional review, our decision remains the same. Please refer to our previous response for further explanation. 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.
Initial Complaint
Date:05/16/2025
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.
Hello, I cancelled my Experian membership, and they keep trying to charge me for a membership anyway. What could I do to resolve this issue?What is this website for? Do I have to be charged for all services if I am only interested in two things?
Customer Answer
Date: 05/17/2025
I authorize the submission of this complaint, for BBB to accept my correspondence.
Business Response
Date: 05/29/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R)CreditWorksSM.

Our records indicate that you upgraded your membership to Experian CreditWorksSM Premium on May 26, 2025. As per your request, we have downgraded your membership to our free Experian CreditWorks Basic starting on June 2, 2025.

At this time, we would like to express our regret that your experience with Experian may not have met your expectations or our standard of excellence. We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectations.
Customer Answer
Date: 05/30/2025

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:05/15/2025
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.
I have been attempting to reset my account. My contact information has changed and I have been trying to access my ********** is impossible to reach a live agent to get support and the online two factor authentication does not work because information does not match. I am just trying to reset and account! I have spent HOURS online and in a phone loop Where I eventually reach a. Dead end. They are making this impossible!
Customer Answer
Date: 05/15/2025
I submitted the complaint because it has been impossible to get access to reset my Experian account.
Business Response
Date: 05/28/2025
Thank you for contacting us regarding creating a membership on our Experian(R) website. Our records indicate that you do not have an active membership. To enroll, please visit **************************** and create a new membership.

Customer Answer
Date: 05/29/2025
This was not complaints. My ss and information is attached to the incorrect phone number so I can not complete two factor identification so I cannot recover account. When attempting to reach customer ********************** I cannot reach a person.
Business Response
Date: 06/02/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R). If you believe that your profile credentials have been changed by an unauthorized third party, you may request that the existing member profile be deleted from our website. Once completed, you would then be able to create a new profile and reauthenticate your identity. To begin this process, we will need additional information. Please provide us with all of the following,along with a description of your request

Copy of your Social Security number card
Copy of your current drivers license or government-issued photo ID reflecting your current address
Copy of a current utility bill or bank/insurance statement reflecting your current address

Please fax the requested documents to: **************
ATTN: Experian Consumer Affairs (Ref# *********)

Or, you can mail to:
Experian Consumer Affairs
PO Box 2390
***************

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:05/13/2025
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.
Hello,I have multiple issues regarding customer ******************** **** and my account that the 855 number is not helping me with. I would like for someone to contact me. My name is *********** ******** and my number is **********.Thanks,*****
Business Response
Date: 05/28/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative left a voicemail requesting to reach you at 11:43 AM to May 28, 2025. 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.
Customer Answer
Date: 05/29/2025
I have left a message requesting another call back so until the. My issue isn't addressed.
Business Response
Date: 06/02/2025
Thank you for writing and expressing your concern regarding your membership.Once we receive the requested information, we can escalate your concerns to our engineers for further assistance. The confirmation for the ticket we have submitted is *********. Depending on our findings, we will contact you for additional information or notify you upon resolution of the problem. Please contact our agent using the contact information provided to you by voicemail message if you have any additional questions during the resolution process. We hope this information is helpful when considering this matter.
Initial Complaint
Date:05/12/2025
Type:Billing Issues
Status:
UnpursuableMore 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 concerned about the validity and accuracy of your recent investigation of these accounts that are reporting on my credit report. Last month I requested an investigation because I felt the item was not being reported legally. Couple of days ago I received a letter stating that you have ceased investigation of my credit reports because, in your opinion, you believe that I have used a third-party credit repair agency. Not only do I believe this to be a stall tactic on your part to grant you an additional 30 days to comply with my original request, but I believe it to be a blatant violation of the FCRA.I have attached a copy of my government issued ID as well as mail showing proof of address. So, there shouldnt be no confusion or stall tactics on your end. I have maintained a careful record of my communications with you for the purpose of filing a complaint with the *** should you continue in your non-compliance.I request this under 15 U.S. Code 1692g - Validation of debts. If information is not provided or the false reporting isnt removed; as in Wenger v. *****************, No. ******* (*******. Nov. *******), you may be liable for your willful non-compliance. Credit reporting laws ensure that bureaus report only 100% accurate credit information. Every step must be taken to assure the information reported is completely accurate and correct. The following information therefore needs to be reinvestigated.
Customer Answer
Date: 05/15/2025
yes I filed this complaint
Initial Complaint
Date:05/07/2025
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.
I am unable to access my Experian account in any way. I first discovered this on 3/10/25 when I was trying to temporarily lift a credit freeze.I have attempted to call Experian (their system would not let me speak to a human), write them a letter through the postal service, and even filed a (now closed complaint in which they did not respond to my request in any way) with the ***** I have received non-sensical responses from Experian acting as though I am disputing something on my record. I AM NOT FILING A DISPUTE. Because I can NOT ACCESS MY RECORD. The password I set up for a credit freeze last year does not work, and I do not receive verification codes when I try to enter my phone number or email. I have been COMPLETELY LOCKED OUT of my credit record with Experian. And Experian will not let me through to a human to remediate the situation.
Customer Answer
Date: 05/08/2025
I confirm that I submitted this complaint.
I am completely unable to access my Experian account and have tried multiple methods of contacting the company to fix this problem. I have been completely unable to reach a human. The only response they have sent to me is to say that they are responding to a dispute which I have not filed. I have no dispute. I can not access my (currently frozen) account in any *******************************
Business Response
Date: 05/19/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative left a voicemail requesting to reach you on May 19, 2025. 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.
Customer Answer
Date: 05/22/2025
It is true that an Experian representative left me a voicemail. However, I have attempted to reply to that call over 8 times now. Five times when I called the number and extension provided, the phone rang up to 15 times with no answer. 3 times when I called, the phone buzzed, said "Good-bye" and hung up on me. Once I got a voicemail and left a request to be called back. No one has ever called back and I have not been able to reach a human.
Until I can actually reach a human who can help me log into my Experian account, I do not consider this matter resolved. I will continue to try, but the inability to reach a human to help me with my problem, even in the face of a BBB complaint is ridiculous.
Thank you for your assistance,
******* ******
Business Response
Date: 05/28/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM. We show that you confirmed the issue as resolved when we spoke on the phone today, May 28, 2025. Were happy to help in the future if you need further assistance.
Customer Answer
Date: 05/29/2025

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 wish that it did not take three months and a complaint to the Better Business Bureau (and an earlier complaint to the **** which went nowhere) to make human contact. However, I consider this complaint resolved.

Regards,

******* ******
Initial Complaint
Date:05/05/2025
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 has been sending me emails to update my card info for a payment that i have since not paid and do not need the use of the program as i know experian is incorrect and faulty for getting hacked too, if they cannot delete my account, i would like to see experian shut down, its simple really, shut down and DELETE the account tied to ******* (Shandrae) *****(*******) if it isnt shut down by end of day, fully deleted and erased from their servers, or have them completely shut down for fraudulent activity and identity theft.
Business Response
Date: 05/19/2025
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 ********. 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 did, upon your request, cancel your account from our active database.

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