Complaints

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:07/23/2025

  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.

  The company is claiming I need to provide information about myself to discontinue services which I never signed up for. I have received three emails from this company saying that my email is secure online in a monthly report from the company. I have never signed up for their services so I reached out to them at the end of June from the email they claim is secure and asked why I had been receiving reports. I explained I would like any services cancelled if I had any account. They gave me a number *************) to call explaining that I would need to verify my identity. Since I never paid for there services I did not plan on calling to give them my information. They also gave me a case number.

  Business Response

  Date: 07/28/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative left a voicemail requesting to reach you on July 24, 2025, to further assist. 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: 07/28/2025

  Complaint: 23637787
  
  I am rejecting this response because:

  i have never held an account with you therefore I do not feel comfortable giving my social security number to an automated system on the number you forwarded me to. Close any account associated with my information please. 
  
  Regards,
  
  **** ******

  Business Response

  Date: 07/30/2025

  We appreciate your feedback and have noted your concerns. We pride ourselves on providing an excellent customer experience and vigilantly strives to provide the highest standards of customer care and satisfaction. Unfortunately, we are not able to delete your online account and profile without verifying your identity. Please refer to our previous voicemail sent for further explanation. It is through information provided by customers like you that we can improve our products and memberships. Thank you for your understanding in this matter.

  Customer Answer

  Date: 07/31/2025

  Complaint: 23637787
  
  I am rejecting this response because:
  You keep including another legitimate company in your reply, to me on here, since in your voice mails you only left me a forwarding number that is an automated voice asking for my social security number I reached out to them. They had no contact information for your company. Your sheer refusal to allow me to talk to a real person or verify your companies legitimacy leads me to believe you would allow anyone with my information to pay you for services and make my life miserable. Imagine what happens if someone used your services on someone that wanted to steal someone elses identity. That is what I am going through. You are enabling this.
  Regards,
  
  **** ******

• Initial Complaint

  Date:06/07/2025

  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 have experienced ongoing wrongful deletion of my credit score and positive accounts with **********************. The first deletion was onJuly 28, 2024. My score was deleted with positive accounts reporting. A month later Experian deleted these accounts accounts. I was forced to apply for a credit card which was *********** and was approved for 399 credit limit. I had to wait 6 months to obtain a credit score. A score was reported on May 28! 2025. The card was. Used with unauthorized charges. A *** was submitted and this was also reported to ***********. There was an investigation. *********** reported the card as closed and current to all three Credit Bureaus. Experian once again deleted another account and deleted my score. I am requesting that this account is added back to my credit report.

  Business Response

  Date: 06/13/2025

  Thank you for expressing your concerns regarding Experian(R) CreditWorksSM. Credit bureaus maintain separate records of consumers information.  To dispute possible inaccuracies on their credit file consumers must direct their requests to each individual credit bureau.  Under the Fair Credit Reporting Act (FCRA), you have the right to dispute the completeness and accuracy of the information in your credit file.
  
  Listed below is the dispute contact information for the three national credit bureaus
  Experian(R):
  Online: ********************************************
  Mail: ***********************, *******; 75013
  Telephone:************
  
  Equifax(R):
  Online:  ***********************************************************************
  Disputes via U.S. postal mail:
  ***********
  P.O. Box 740256
  *****************
  Telephone:************
  
  TransUnion(R):
  Online: ****************************************************************
  Disputes via U.S. postal mail:
  TransUnion
  Consumer Solutions
  P.O. Box 2000
  *******, ** **********
  Telephone:************
  
  When you contact the appropriate credit bureau to dispute information on your credit report, be prepared to state the facts and explain why you are disputing the information, be able to supply the relevant account numbers and copies of any supporting documentation and request the deletion or correction of the information you feel is inaccurate. The **** mandates that the credit bureau with which you placed the dispute must respond to your dispute by contacting the source of the information and initiating an investigation. The credit bureau will ask the company or creditor (where possible) to check their records to verify the disputed information.  Within 30 days, the company or creditor must respond to the credit bureaus investigation. The creditor or company may verify the account item as accurate, or they may ask the credit bureau to update or correct the item.  Upon conclusion,the credit bureau will contact you with the results of the investigation.

• Initial Complaint

  Date:05/06/2024

  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 been experiencing two issues with Experian IdentityWorks and send them an inquiry two weeks ago asking for a reply and have yet to hear from them. I have had issues logging in where I repeatedly receive error messages that I have been logged off for inactivity and secondly where I received an email about the **** hack and whether it was valid or not because the access code provided in the email does not work when I enter it in through the Experian website. The lack of response from a Company that is supposedly monitoring the security of my accounts is extremely disturbing. The email was sent to ******************************** which is identified on their website

  Business Response

  Date: 05/30/2024

  Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative left a voicemail requesting to reach you at 12:45 PM CST, May 29, 2024. 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: 05/30/2024

  Complaint: 21669711
  
  I am rejecting this response because:
  I did receive 3 voicemails within a period of several minutes from a cell phone number . I looked up the number that I was told to call back to and there were reports of spam for that number. In addition, I tried to call the number and the first question that was asked was to provide my social security number for verification. I am not going to provide such information when I am not sure what it is. I ran into a similar instance with ********** where I received phone calls where to caller ID said Chase and it was a FRAUD.

  At this time I was able to now log into my account without getting error messages. So I need to know if the following activation code is valid: for the *** breach HCC58MGMTP

  Regards,
  
  *******************************

  Business Response

  Date: 06/05/2024

  Thank you for expressing your concerns regarding Experian(R). Our representative attempted to contact to on May 29, *************************************************************** something. If you still need help with this, please contact our rep using the information provided to you by voicemail. 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.

  Customer Answer

  Date: 06/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:09/20/2022

  Type:Customer Service 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 was notified by IDX MyIDCare of a probably ID theft case a month ago. On 24 August a Restoration Specialist (name withheld) with CDID. a part of Experian, reached out by email and requested dates/times for a call. The specialist called at a time specifically not provided when I was on a business call, and then sent an email apologizing that she was unable to reach me. Since then I have tried multiple times to establish contact, left messages and am getting absolutely no response. MyIDCare even tried to set up a conference call and the specialist would not get on the line.My computer was hacked recently and I was scammed. I think this is a likely a separate issue but am anxious to get this resolved. The CSID Fraud Restoration Specialist has been totally unresponsive.

  Business Response

  Date: 09/29/2022

  Thank you for writing and expressing your concerns regarding your membership with Experian.  Experian prides itself on providing an excellent customer experience and vigilantly strives to provide the highest standards of customer care and satisfaction. 
  
  Our records indicate that our representative initially attempted to contact you on August 24, 2022, to address your concerns, but was unable to reach you.  At that time, an introductory email was sent to you that contained contact information for the Fraud Resolution Specialist working with you.  Our records further indicate that our representative made subsequent attempts to contact you on August 25 and August 31, 2022,without success.

  If you are still in need of assistance, please contact your Fraud Resolution Specialist using the information that has been provided to you by email and voicemail.
  
  At this time we would like to express our regret that your experience *** 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: 10/03/2022

  Complaint: 18052166
  
  I am rejecting this response because:  The agent at CSID contacted me and we set up a call for 03 October (this morning) at 8:15 CST. I was by my phone 30 minutes prior. She never called and then sent a standard message at 8:20 saying sorry we missed you.

  I know she has my number as she contacted me by phone initially.  Now I must depart for a business meeting.

   

  Complete waste of my time and beyond frustrating!
  
  Regards,
  
  *************************

  Customer Answer

  Date: 10/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The complaint that I filed against CSID (part of Experian) has now been resolved.
  
  Thank you for the great support it helped!
  
  Regards,
  
  *************************