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.
386 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:04/10/2025
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.
Last year **** had a data breach and my SSN has been found on the dark web, so I froze all three credit bureau accounts. I'm trying to be pre-qualified by GreenSky for credit, however my report is locked and I'm unable to contact Experian to have my account unlocked. The issue is Experian doesn't recognize either my login or password (This number doesn't match our records, please try again. When I request a code to be sent to me it never arrives. The code doesn't go to inbox, junk, or trash, so I can't login, because the system doesn't recognize me. I need to speak with Experian online tech support person, not a recording who hangs up, because it doesn't understand my problem. This is another message I get (The username or password you entered is incorrect).
Customer Answer
Date: 04/11/2025
Last year AT&T had a data breach and my SSN has been found on the dark web, so I froze all three credit bureau accounts. I'm trying to be pre-qualified by GreenSky for credit, however my report is locked and I'm unable to contact Experian to have my account unlocked. The issue is Experian doesn't recognize either my login or password (This number doesn't match our records, please try again. When I request a code to be sent to me it never arrives. The code doesn't go to inbox, junk, or trash, so I can't login, because the system doesn't recognize me. I need to speak with Experian online tech support person, not a recording who hangs up, because it doesn't understand my problem. This is another message I get (The username or password you entered is incorrect).
Initial Complaint
Date:04/03/2025
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 offered a free upgrade to their credit report product that explicitly stated a cost of $0. Then they charged my credit card $22. I don't even know where they got my credit card info - perhaps stolen from my credit report - I didn't provide that info to them.
Customer Answer
Date: 04/03/2025
Experian decided to refund my money after I told them I filed a BBB complaint.
They twice refused my request to refund, but when i mentioned BBB, they changed their mind and refunded my money.
thanks.
Customer Answer
Date: 04/17/2025
I have stated in a previous message that Experian refunded my money (after their first two refusals) once I mentioned I was filing a BBB complaint.
You can close this.
Thank you.
Business Response
Date: 05/02/2025
Thank you for writing and expressing your concern regarding your concern regardings Experian(R). Experian prides itself on providing an excellent customer experience and vigilantly strives to provide the highest standards of customer care and satisfaction.

Per your request, your membership did cease, effective April 2, 2025. Our side shows the refund did process and was accepted by the bank. If theres further questions you have about the refund,only the card issuer could provide further information.

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:04/02/2025
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.
Mislead me when I created a "free" account into signing up for a membership that would bill me every month. No where was there an indication that I would be paying to get a "free credit score". While I am sure it was mentioned somewhere in the finest of print, it is scummy, slimy behavior that is inherently misleading. A quick ****** search on reddit will confirm that I am not the only person to have this same problem and feel this way. Had the company point blank stated their intentions for billing me, I would not have signed up for done a credit report in the first place.
Customer Answer
Date: 04/02/2025
Not sure what else I need to do.
Business Response
Date: 04/16/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM. Experian CreditWorksSM prides itself on providing an excellent customer experience and vigilantly strives to provide the highest standards of customer care and satisfaction.

Per your request, your paid benefits did cease, effective April 2, 2025.

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:04/01/2025
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 for the past eight months to resolve this issue with Experian. I have been unable to pay for my membership and spoke with customer ********************** over five times who have updated my card information and promised me my payment would go through, and it never has. I take my identity seriously and it is no way my payments are not working. I even added 3x the membership amount on my card to ensure I have funds to cover and receiving error message it cant be billed and false promises from Experian. I am starting to feel I am being scammed by Experian. The membership I allows credit monitoring, removal of my identity on certain sites, as well as ensuring my children are not victims of identity theft which is the main reason I upgraded my membership! I ask that they fix this issue ASAP because this is affecting my livelihood that I am unable to use a service I am paying for! I want to make sure my credit is still locked and because I have been a victim of ID theft and companies and people are opening fraudulent accounts that should not go through.
Customer Answer
Date: 04/01/2025
I ****** ******* authorize I submitted this complaint on my behalf. I would like to move forward with the complaint .
Business Response
Date: 04/16/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative left a voicemail requesting to reach you at 4:22 PM on April 16, 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: 04/21/2025
I have tried contacting two separate numbers however unsuccessful. Im asking that Experian can please allow me access to my account! This is not right! I have once again tried different cards and it is still showing me an error message. I need access to my account , sensitive information for my children and I, as well as an update with my credit. This is important to me! I have been trying for 8 months now. I am not understanding what is going on with my account?
Business Response
Date: 04/28/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative left a voicemail requesting to reach you 9:00 AM on April *******. 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: 05/01/2025

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 spoke with the representative ***** on 4/30/25 and he resolved this matter. Thank you for your help!

Regards,

****** *******
Initial Complaint
Date:03/30/2025
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 is not trustworthy at all whatsoever
Customer Answer
Date: 03/30/2025
I just want to be able to access my account and get a response from Experian about how I can do so and what they actually used all my information for since it was not for two-factor authentication.
Business Response
Date: 04/15/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative left a voicemail requesting to reach you at 10:01 AM on April 15, 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.
Initial Complaint
Date:03/27/2025
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.
EXPERIAN. will not correct basic data about me. spelling of my name, email address and phone number. I have sent them a copy of my passport, DRKL, bills with my name. they write back and say we debt believe you. and NO ONE will talk to you on the phone.
Customer Answer
Date: 03/28/2025
I sent the complaint. Confirmation

Experian asked me to send documentation including passport drl, bills. I did all of that. Then they sent me a letter saying that that did not believe i sent this.
i just need to change my name spelling, email and phone numberSokany. An get a new password.
no one will call me
Business Response
Date: 04/15/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative attempted to leave a voicemail requesting to reach you at 11:00 AM on April 15, 2025, but your voicemail box was full. 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: 04/15/2025
ita a lie. my vmd ox is never full. never
Business Response
Date: 04/23/2025
Thank you for writing and expressing your concern regarding your membership with CreditWorksSM. Our records indicate you were able to successfully able to login last on April 22, 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: 04/29/2025

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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** ******
Initial Complaint
Date:03/27/2025
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 signed up for the extra services/membership for Experian. However, their credit scores weren't accurate and I canceled. They sent a confirmation email verifying the cancelation and saying i would not be charged "any future fees". These email was sent on 3/20/25. Today, they debited my card for $26 despite my canceling. When i called customer **********************, the supervisor ***** indicated she was the highest form of management and they have no record of a cancelation email.I have attached a screenshot of the email they sent.
Customer Answer
Date: 03/27/2025
I, ***** ****** submitted this complaint and authorize the BBB to handle/discuss/intervene on my behalf.
Business Response
Date: 04/11/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R). Experian(R) prides itself on providing an excellent customer experience and vigilantly strives to provide the highest standards of customer care and satisfaction.

Per your request, your paid benefits will cease, effective April 20, 2025.

We have, as a courtesy, issued a refund totaling $26.93 on April 2, 2024. 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:03/22/2025
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.
My credit card has been charged $24.99 for the last four months, starting on December 22, 2024, for a membership with Experian that I never signed up for. I checked my email records, and there is no confirmation that I ever signed up for a membership with Experian. I contacted their customer ********************** at ************** and they refunded me for two out of the last four months but refused to refund me the remaining two $24.99 charges and told me to contact my bank. I never authorized Experian to charge my credit card and there's no record of me signing up for this membership. When I asked the customer ********************** representative, ****, for a record or confirmation number of me signing up for this membership, he said Experian didn't have any information other than the date I supposedly signed up, December 22, 2024. I was out of town on this day and I never even logged into Experian so there is no possible way that I signed up for a membership on this day. I am reporting Experian for unauthorized charges to my credit card, an inability to provide me with confirmation of my membership purchase, and I am requesting that the remaining two $24.99 charges be refunded to my credit card. A quick glance at Experian's reviews indicates that this has been an issue for other people in the past.
Customer Answer
Date: 03/23/2025

My credit card has been charged $24.99 for the last four months, starting on December 22, 2024, for a membership with Experian that I never signed up for. I checked my email records, and there is no confirmation that l ever signed up for a membership with Experian. I contacted their customer ********************** at ************** and they refunded me for two out of the last four months but refused to refund me the remaining two $24.99 charges and told me to contact my bank. I never authorized Experian to charge my credit card and there's no record of me signing up for this membership. When I asked the customer ********************** representative, ****, for a record or confirmation number of me signing up for this membership, he said Experian didn't have any information other than the date I supposedly signed up, December 22, 2024. I was out of town on this day and I never even logged into Experian so there is no possible way that I signed up for a membership on this day. I am reporting Experian for unauthorized charges to my credit card, an inability to provide me with confirmation of my membership purchase, and l am requesting that the remaining two $24.99 charges be refunded to my credit card. A quick glance at Experian's reviews indicates that this has been an issue for other people in the last.

Business Response
Date: 04/01/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R) IdentityWorksSM. Experian IdentityWorksSM prides itself on providing an excellent customer experience and vigilantly strives to provide the highest standards of customer care and satisfaction.

Per your request, your paid benefits will cease, effective April 22, 2025. You will continue to have access to your Experian(R) credit report and FICO(R) Score daily,at no charge to you.

Our website describes the offer, and the order form details the terms and conditions of the offer, including billing at the end of the trial and monthly thereafter unless and until the customer notifies us of their wish to discontinue. The consumer agrees to these terms when submitting their order.

We have, as a courtesy,issued a refund totaling $24.99 on April 1, 2025. Please allow 3 - 5 business days for these funds to process to the credit card account.

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:03/22/2025
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.
I was checking credit report and signed up for free account. It asked for payment info. Not sure why it needed payment info, or if I thought even if charged for one report then could cancel. I had not requested one in years so should be free. I allowed ***** Pay to fill in info needed. I may have tried to call immediately after, not able to get through, likely waited for bill and or report. I did not see billing statement as ***** Card advised by email. I purchased card for discounted phone and have never used. Received notices credit score changes. Checked balance and found 2 charges ***** from Experian. Have been trying for two day to call (again) and reach by email to cancel any subscription. Not able to get through AI on phone to cancel as I have free account. Email response from a marketing agent advising could not help. The bank for ***** pay said Experian is repeatedly attempting to charge apple account, attempts are failing. I have locked/ blocked Apple Pay per ************************* which is managing Apple Card per bank recommendation.
Customer Answer
Date: 03/22/2025
I did say cancel once with AI service and the response said membership was canceled. I have not received confirmation however and have not been able to speak to anyone regarding this. Number provided by marketing agent was steady busy signal . I do not need the money back, I do want monthly charges/ membership canceled and confirmation.
-Consumer *********** Issue: ************
-Membership **************.

Business Response
Date: 04/03/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R). Experian(R) prides itself on providing an excellent customer experience and vigilantly strives to provide the highest standards of customer care and satisfaction.
Per your request, your paid benefits did cease, effective March 21, 2025.

We have, as a courtesy, issued a refund totaling $24.99 on April 3, 2025. allow 3 - 5 business days for these funds to process to the credit card account. 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
Initial Complaint
Date:03/21/2025
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 a free experian account that I use for credit reporting. Experian is constantly offering upgrades but without divulging the fact that you will be charged. There are no process there, just asking to upgrade. I was charged ***** for a service I didn't know i was being charged for. I would like my money refunded and that subscription (*****) canceled. I spoke to a agent named ***** who was very sassy and condescending. I would like to resolve this and never have to call Experian again.
Customer Answer
Date: 04/04/2025
I was charged by the company under false pretenses. I was not told i would have to pay ***** to view my own credit report. Just asked if i wanted to view the report. It states a zero balance at the bottom, as if it is free.
Business Response
Date: 04/16/2025
Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM. Experian CreditWorksSM prides itself on providing an excellent customer experience and vigilantly strives to provide the highest standards of customer care and satisfaction.

Let us assure you, the statements made to you by our representative are not in accordance with our policies. We will be addressing these allegations directly with the representative and will take the appropriate steps to prevent a reoccurrence of events.

Per your request, your paid benefits did cease, effective March 28, 2025. You will continue to have access to your Experian(R) credit report and FICO(R) Score daily, at no charge to you. Based upon your request, and as a courtesy, we have issued a refund of the monthly membership fee of $27.21

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.

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Experian Consumer Services is NOT a BBB Accredited Business.