Business Profile

Credit Reporting Agencies

Experian Consumer Services

This business is NOT BBB Accredited.

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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

933 total complaints in the last 3 years.
398 complaints closed in the last 12 months.

If you've experienced an issue

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:07/01/2025
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.
I have been repeatedly calling Experian for the last week to try to unfreeze my credit report. No matter how many times I call them I am stuck talking to an automated response system that does not help me whatsoever and proceeds to automatically hang up on me once it can no longer answer my questions which it didn't answer in the first place! The automated response system once hung up on me 8 times in a row!! No matter what answer I give it, it gives me the same solution that does not work. The website is no help either, and that is the only thing the automated response will tell you to do. I cannot log in and whenever I try to log in it says the site is going to text a number to my phone but when you tell it to send the code the website does not send the code. No matter how many times you ask it to resend it nothing happens. You can ask it to call you with the code instead and it will not call you with the code either. Therefore you cannot log in by any way available. No matter how many times I ask the automated response to transfer me to a representative to find a live person to ask them what is going on and how I can unfreeze my credit. It will not transfer me and is no help whatsoever. I drove over 30 minutes today to this location because it was a physical location of an Experian office to try to find anyone to give me a number to talk to a real life person. No one was there and another office told me there is never anyone there at that location. There was only a number on the door to a woman named ***** to call if there was a delivery. The building was also under construction and I got locked inside! My credit is still frozen and I am not able to purchase a loan. This is very much affecting my life!! I found proof online that this glitch in the Experian system has been going on for at least 8 MONTHS without anyone giving any information on when or if it will be fixed. This is ridiculous for a large credit bureau to be this difficult to reach.
Customer Answer
Date: 07/01/2025
I confirm that everything I have said in my statement is true and I give the BBB complete control to resolve this situation.
Business Response
Date: 07/03/2025
Thank you for writing and expressing your concern regarding your
membership with Experian(R) CreditWorksSM. We show that the issue appears
resolved when you enrolled into a new membership on July 3, 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 concern
to your expectations.
Customer Answer
Date: 07/03/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23538577, 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. I would like it noted that the automated response system should be fixed to prevent this from happening again as I found I was not the only person that complained about this very thing.

Regards,

Natalie Peters
Initial Complaint
Date:07/01/2025
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 signed up for an account with Experian in October of 2024. Recently I tried to log into my account and was informed my information was no longer correct. Someone logged into my account and changed all the log in information including the email and phone number. I can no longer log into my account and some stranger has access to it. I have called multiple times only to be dropped by the automated phone system. I have also sent a letter that has so far go unacknowledged.
Customer Answer
Date: 07/01/2025
I confirm that I want the BBB to submit this complaint and take action. As a reminder the description of my issues with Experian are listed below. Please let me know if you need anything else from me.
I signed up for an account with Experian in October of 2024. Recently I tried to log into my account and was informed my information was no longer correct. Someone logged into my account and changed all the log in information including the email and phone number. I can no longer log into my account and some stranger has access to it. I have called multiple times only to be dropped by the automated phone system. I have also sent a letter that has so far go unacknowledged.
Business Response
Date: 07/08/2025
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.
Customer Answer
Date: 07/09/2025

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.
I will be sending the information requested to the business immediately.

Regards,

***** ******
Initial Complaint
Date:06/30/2025
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.
I need to change my contact information & be able to get online which may be locked. I contacted the business by mail once, & over the phone numerous times. The automated voice keeps hanging up on me because it can't handle my request & won't connect me with a representative. I have been the victim of fraudsters since 2017. I was required to use Experian for approval for a service I received a month ago. When I tried to make sure my freeze was put back on my credit report after the inquiry was run, I discovered they evidently have a wrong phone number for me & now the wrong email. (Both had been correct.) I can't make the changes on the website like the automated voice keeps directing me because I can't get on the website to do it. Twice I finally reached 2 very friendly people who transferred me to the automated voice again. I even called corporate & got sent to the automated voice that hung up on me. I just was to be able to get online to protect my financial information. If I cannot get this fixed, I will not use any company that requires a credit check with Experian in the future.
Customer Answer
Date: 07/01/2025
I CONFIRM that I authorize the submission of this complaint in order for BBB to accept my correspondence as a formal complaint. I just want to get my contact information changed with Experian & be able to get online to conduct business with them. Thank you!!
Business Response
Date: 07/11/2025
Thank you for bringing up your concerns regarding Experian(R). We appreciate your feedback and have noted your concerns. There is no Experian membership for you showing on our **************************** website. We recently updated our processes for administering security freezes. To add or remove a security freeze online, a consumer must visit *********************************************************************; 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 an Experian Service Account. ************************************************** Basic is a free product that provides consumers access to their Experian credit report and FICO(R) Score daily, along with monitoring alerts that 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, submit disputes, and review dispute results. If consumers cannot or choose not to access our online services,they can contact us by phone *************) or by mail (ECA, ***************************).
Customer Answer
Date: 07/14/2025

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:06/30/2025
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.
To whom this may concern, I am filing a complaint against Experian. I have been trying to unlock my account for months. I needed to unlock my account for various reasons and have not been able to access my account due to the system stating I am locked out. The system provided me a phone# **************. I have contacted this phone# several times and an automated system has come on to try to assist. Every time I ask to speak with a live agent the system states it cannot connect me to an agent at this time. I have called they customer ********************** phone# provided on the website ************** several times and the system states it can't connect me to a live agent. I have also asked family members to reach out through email and the agent that responded stated that I would have to contact them directly for help and refused to provide any phone# where I can speak with a live agent for help. I am in the process of buying a house and needed access to my info months ago. This is very frustrating and unprofessional. I need someone to get in contact with me asap to resolve this situation. Thank you
Customer Answer
Date: 07/02/2025
I can't log into my account & I can't get in touch with the company to get help to unlock my account. This is time sensitive & needs to be resolved quickly. I need Experian to provide me a phone call. Thank you
Business Response
Date: 07/08/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative left a voicemail requesting to reach you at 2:45 PM CT on July 8, 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 can address your area of concern to your expectations.
Customer Answer
Date: 07/09/2025

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:06/30/2025
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 trying to deal with a possible fraud situation involving my credit report and I've called no less than 50 times and cannot get a human to actually help me
Business Response
Date: 07/11/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM. We show that the issue appears resolved when you logged into your membership on July 11, 2025. If you are still in need of help regarding this issue, please reach back out to us. 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 concern to your expectations
Customer Answer
Date: 07/14/2025

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:06/25/2025
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 did a free trial for Experian premium, to lock my credit while I was in the hospital, I tried to cancel the free trial with an agent but Experian makes it difficult probably on purpose, I am deaf and disabled, and it feels as though Experian is purposely trying to trap people into being charged. I cancelled the membership they need to refund the $30 they charged me or I will be doing a dispute, and posting this to my 35k followers
Customer Answer
Date: 06/25/2025
I authorize the submission of this claim against Experian
Business Response
Date: 06/30/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R)Premium.

Our records indicate that you enrolled with Experian(R)Premium. on June 3, 2025,followed by a request to cancel the membership on June 25, 2025.

Customer satisfaction is our priority. As a courtesy, we issued a refund of $29.99 on June 26, 2025. Please allow 3 - 5 business days for these funds to process in your credit card account.

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.
Initial Complaint
Date:06/24/2025
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 just need to update my phone number so I can login online. I called the number where you can press #2 and talk to a live person. All they did was redirect me to the automated services that do not help me with my issue.
Customer Answer
Date: 06/25/2025
I give BBB permission to look into this matter.
I need to unlock/unfreeze my credit report.
I just need to update my phone number with Experian so that I can login online.
Business Response
Date: 07/01/2025
Thank you for bringing up your concerns regarding Experian(R). We appreciate your feedback and have noted your concerns. There is no Experian membership for you showing on our **************************** website. We recently updated our processes for administering security freezes. To add or remove a security freeze online, a consumer must visit *********************************************************************; 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 an Experian Service Account. ************************************************** Basic is a free product that provides consumers access to their Experian credit report and FICO(R) Score daily, along with monitoring alerts that 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, submit disputes, and review dispute results. If consumers cannot or choose not to access our online services,they can contact us by phone *************) or by mail (ECA, ***************************).
Initial Complaint
Date:06/23/2025
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.
For the past several months I have been trying to speak to someone concerning an issue with my account. I have sent numerous emails with no response. I have called every number I could find and could not get past the verification point to speak to a representative. I need access to my file immediately! My information has changed and I am not able to speak to anyone about updating my information. Is there a direct number to a live person? I should not have to go through these measures to simply speak to someone about an ongoing issue.
Customer Answer
Date: 06/24/2025
i give BBB permission to file this complaint and I am asking them to assist me in this matter.

i have called Experian several times using multiple phone numbers. My credit is frozen and I can’t further business transactions until it is unfrozen. Experian has an automated answering service and i’m being told they can’t assist me. i’ve also sent several emails to customer service with no response.
This is of an urgent matter. My business is dependent on. unfreezing my credit file.

Business Response
Date: 07/01/2025
Thank you for writing and expressing your
concern regarding your membership with Experian(R) CreditWorksSM. We show that
the issue appears resolved when you spoke to us on the phone on July 1, 2025. If you are still in need of help regarding
this issue, please reach back out to us. 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 concern
to your expectations.
Customer Answer
Date: 07/02/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23509382, and find that the resolution was satisfactory to me. I spoke to a representative from Experian and she apologized on behalf of the company. I was also advised that an internal complaint would be submitted in an effort to improve customer interaction with the company. The representative was also able to correct the issue. I appreciate all parties that assisted me in this matter.

Regards,

Mia Alexander
Initial Complaint
Date:06/23/2025
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 keeps on charging for a membership I don't have. Every other month they pull ***** dollar from checking account.
Customer Answer
Date: 06/23/2025
Yes, I give permission to go ahead and look indo this.
Experian does not give the option of deleting the account with them, or to delete the card we have on file. We haven't had a premium membership with them in years, and even though we canceled that year's ago they still have been pulling money from account every other month, $24.99.
We tried to contact them through their phone line that they give to delete the account, and it is a robot that continually ends the phone call.
Business Response
Date: 07/03/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM.

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. Bank statement indicating card being billed

Please fax any supporting documents to: **************. ATTN: Experian Consumer Affairs (Complaint ID: **********

Or, you can mail to:
ECA
PO Box 2390
***************

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:06/13/2025
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 trying to get in contact with somebody from Experian for a while now. I dont need automated person on the phone because it hangs up every time I call. I need a person who works at Experian to communicate what I need done to even view my credit report. Also where is Experian located as there is too many PO Box addresses. Which number is the correct number to call as there is too many phone numbers.
Customer Answer
Date: 06/13/2025
Yes I sent this to BBB. I cant get access to an organization that controls my SS# Controls depending on if I get approved for finances or job. I need somebody to talk to that is from Experian to give me access to my profile. I am no longer just waiting years. I access it recently through free credit report as a one time courtesy for the year. And it does not look good. The same way Experian has my information I want to be able to log in and look at my information also
Business Response
Date: 06/23/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM. Our representative emailed you requesting the best time to reach you on June 23, 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: 06/23/2025

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,

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

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Experian Consumer Services is NOT a BBB Accredited Business.