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.

close

Find a Location

Experian Consumer Services has 28 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

• 

  Experian Consumer Services

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

• 

  Experian

  1100 NW Loop 410 San Antonio, TX 78213-2263

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:05/16/2025

  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:05/12/2025

  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.
  
  

• Initial Complaint

  Date:04/29/2025

  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.

  4/29/2025 I have been TRYING to gain access back to my Experian account and trying to speak with a HUMAN BEING is like tearing an iron tooth out of a jackass. They have my credit report LOCKED and I am tired of trying to get ahold of member services when NO ONE answers the phone. It is MY Idenity, NOT THEIRS. This is preventing me from having access to anything that I need for Credit. This company *****.

  Customer Answer

  Date: 04/29/2025

  There is not anything to provide documentation of because it is via telephone interactions and Experian has numerous numbers to contact them at and that telemated robot they have will hang up on you and WILL NOT transfer to a customer ********************** live agent.

  Business Response

  Date: 05/06/2025

  Thank you for writing and expressing your concern regarding your membership with CreditWorksSM. Our records indicate you were able to successfully to login in on our website on April 29, 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: 05/06/2025

  
  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:04/27/2025

  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 no access to my account the two factor authentication is completely locked me out of the account The phone system does not let me talk to someone at all and requires two factor authentication as well there is no other number to contact this business. So that means that this is the only way I can get the business to call me because their phone system is totally on their side.

  Customer Answer

  Date: 04/27/2025

  Yes I authorize with written confirmation that I ****** ****** give you confirmation to open this complaint.

  I can't even get into my account The two-step verification locks you even out of the phone system there is no way to contact this company other than by mail and this is like a major corporation that's supposedly is one of the credit reporting companies but with the banking I can't get into the app at all or even talk to a person it's completely locked out so the consumers just giving them the money and I don't know if I'm going to get anything

  Business Response

  Date: 05/14/2025

  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 May 14, 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.

• Initial Complaint

  Date:04/25/2025

  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.

  I cannot login to their online service. I don't know what information is inaccurate. Their automated service does not allow me to talk to a human for service. Their automated system routes me to the website to resolve all issue, which is a Catch-22 because I can't login in on the website. I am in a constant repeating loop and can't resolve the login issue. I must talk to a human to resolve the problem.

  Customer Answer

  Date: 04/28/2025

  I can't get to a human from the automated phone system in order to figure out why I can't log in to Experian's website. The system only tells me to access the website to solve the problem, but that's the problem, I can't access the website. I would someone to call me from Experian to solve this problem.

  Business Response

  Date: 05/14/2025

  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: 05/14/2025

  
  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:04/23/2025

  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.

  Today i called to get portal access reset. My prior phone and email have changed. Only automated system which would not acknowledge type of help needed. Repeatedly asked for agent. Told no agents. I need access to monitor security concerns about breaches. I cannot get assistance and automated did not provide option for call back. Automated sent access to old email. I tried to create account again, required verification of old email and phone i no longer have. No options provided for resolution. I need to be contacted by a live person that can reset my access The automated system just keeps looping me around or disconnecting me.

  Customer Answer

  Date: 04/23/2025

  I am confirming authorization for better business bureau to handle. I had to recently contacr all 3 credit bureaus regarding reinststing access. Experian has been very difficult, no customer **********************. I have concerns about recent breaches with my info on the dark web and need to monitor more closely. I have also experienced security issues with break ins at home and therefore need my access to experian portal to more effectively prevent fraud and theft.

   

  Business Response

  Date: 05/05/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative left a voicemail requesting to reach you at 11:50 AM on May 5, 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: 05/06/2025

  I dont kmow number they contacted but I did not receive a phone message from experian on may 5th. I woukd like them to please contact me at my email of ********************* and provide a phone number for a live customer ********************** person that I can call. Thank you.

   

   

  Business Response

  Date: 05/12/2025

  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 May 12, 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.

• Initial Complaint

  Date:04/21/2025

  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.

  Experian consumer account. I have been unable to talk to a person about my account or contact them by email due to my phone number was changed. I need to get into my acct as soon as possible to check something very important. They advertise you can access your acct by phone or email which is a lie concerning this when your phone number is changed. They need another way to do this. They don't tell you upfront you can't access your account online or by phone if you change your number. I even called their corporate office twice. The first time after holding on for 25 minutes I finally spoke to a person. She told me what to say to bypass the menu and speak to a person. It didn't work because they asked for my phone number on file which I no longer have. I called them back and spoke to another agent and told them what happened. He transferred me to customer ********************** and I gave them the reason for calling. Still didn't work because they couldn't verify my identity because my number was changed. There needs to be another way to do this. I even tried cancelling my subscription but again I couldn't do it because my number was changed. I want a refund of all the money I have paid for my subscription since I started and I want all my info deleted from their service immediately.

  Business Response

  Date: 05/12/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R)PremiumSM.
  
  Our records indicate that you enrolled with Experian PremiumSM on October 4, 2024,followed by a request to cancel the membership on May 6, 2025. 
  
  Customer satisfaction is our priority. As a courtesy, we issued a refund of $119.96 on May 12, 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:04/15/2025

  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 refuses to allow me access to my credit report despite me going online, by mail, and phone, verifying and disputing this . Cfpb and the ftc I have also reported this information to about Experian including inaccurate information and have gotten nowhere with having access to my credit report! Im not being allowed access to my credit report by Experian with fraud on my credit.

  Customer Answer

  Date: 04/17/2025

  Experian is illegally denying any access to my credit report and despite all exhaustive efforts to have this looked. Into with cfpb and ftc, still no change in Experian denying me access to my credit reports and doing other illegal activities under my social security number as in fraud.

  Business Response

  Date: 05/05/2025

  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, ***************************).