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.

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Experian Consumer Services has 28 locations, listed below.

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  Experian Consumer Services

  535 Anton Blvd Ste 100 Costa Mesa, CA 92626-7199

• 

  FreeCreditReport.com

  PO Box 91119 Seattle, WA 98111

• 

  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:06/04/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been unable to reach a live human at Experian through their dead-end automated prompts. I am demanding that Experian contacts me immediately about my Experian account. I have not been able to talk to ANYONE at this agency for weeks due to their new and persuasive automated phone routing system. I am considering getting my attorney involved in this matter. Thank you.

  Business Response

  Date: 06/18/2025

  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 18, 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:06/03/2025

  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.

  Customer neglect. No support response at all. I've tried for weeks to reach them via email and phone. I have even tried different phone numbers. Their automated system thinks updating your personal information isn't a valid reason to need help. I've tried to change things on my end but it's locked to my old phone number. It doesn't make sense. I can put in my social and email and it's still not good enough to get my phone number updated so I can access my account. It's extremely frustrating. Then their email for support is a joke. Absolutely no one responds to it.

  Business Response

  Date: 06/23/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative left a voicemail requesting to reach you at 9:45 AM on June 23, 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:06/02/2025

  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 need to have my credit scores from Experian and they tell me I am unsociable. Complety wrong!

  I have repeatedly have had trouble speaking with a n agent and when I did they told me my accounts were not reporting Absolutely  wrong. I contacted each account and they are all posting my scores to all 3 credit bureaus. 

  My bank has not been able to get my score from Experian to ) complete my mortgage application. It needs to be done **** as it is holding up my mortgage. One of my accounts is also filing a complaint. I need help plesse

  Business Response

  Date: 06/06/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative spoke to you and was able to advise you that the issue was resolved. 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:06/02/2025

  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 send this complaint to the BBB regarding unauthorized charges taken from my account from **********************.  

  Business Response

  Date: 06/17/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R)CreditWorksSM.
  
  Our records indicate that ******* enrolled with Experian(R) CreditWorksSM. on May 20, 2025. The memberships were not cancelled within the trial period.  Consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee of $*****. On May 30, 2025 we received notification from you to cancel the membership.  As a courtesy, on June 17, 2025 we have issued a refund of the monthly membership fees of $ *****. Please allow 3 - 5 business days for these funds to process to 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:05/31/2025

  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 had just gotten off work heading home when i stopped to by a drink and i did just that and the  looking over my statement i see that i was charged ***** i had not even made it home yet experian tried charging my card every morning for a membership upgrade over the course of a month maybe and i always kept my card locked because of this and i thoughz i had removed all cards from that business site but i guess not and they had never been authorized to upgrade anything on my behalf.

  Business Response

  Date: 06/13/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R)CreditWorksSM.
  
  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.
  
  Our records indicate that you upgraded to IdentityWorksSM on April 18, 2025,followed by a request to cancel the membership on May 30, 2025. 
  
  Customer satisfaction is our priority. As a courtesy, we issued a refund of $24.99 on June 13, 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.

  Customer Answer

  Date: 06/16/2025

  
  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:05/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  05/21/2025.While looking into ways to build my credit score I accepted a free trial from Experian, and if it were not for this incident I may have even considered paying for the services in the future. The fact of the matter is I am not wealthy, struggling to pay bills as is, looking for ways to get ahead. - Experian is using a predatory method of collecting payment. After accepting the free trial and letting it run it's coarse it attempted to pull money from my cash app, which I keep empty for this reason. When I went to the Experian website, after logging in to my account, it only gives two functional options outside of contact information: Choose a payment option and pay. I can not navigate to other sections of the site to change or cancel the subscription. When I called the number to cancel the subscription I was forced to talk to an AI recording, which is unresponsive to requests to talk with a real person, while also not understanding that I could have multiple options for an address which requires a conversation with a responsive individual. I have blocked them from charging my Cash App, but this behavior should not be tolerated from any business.

  Business Response

  Date: 05/28/2025

  Thank you for bringing your concerns to our attention regarding Experian(R) CreditWorksSM. We appreciate your feedback and have noted your concerns. Per your request, your membership did cease, effective May 28, 2025.There were no charges located. We appreciate the time you took to send us your comments and suggestions.  We value the input from our customers and assure you that we will give serious consideration to the issues you presented to us.  It is through information provided by customers like you that we can improve our products and memberships.

• Initial Complaint

  Date:05/21/2025

  Type: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 didn't ask to delete the online account, I asked to delete my credit card number you store in your system. The whole reason I even have an Experian account to monitor ********************** is because you failed to protect my sensitive information in a 2015 data breach. There is no reason to keep my credit card on file in my account. You are the only company that refuses to accept this request. Your social media account on ******** reflects the poor customer ********************** and complete inability to even access a human being within your company. Post after post is filled with the same discontent from other customers and users of your **********************. If holding my credit card on file with my account is required by law, why has Transunion and ******* both completed this same request with no issues? Your website is designed in way that every time someone logs in, it displays a screen to upgrade the account. The ********************** card info is already entered. The "accept" and "no keep my current plan" buttons are extremely close and you could easily accidently click accept and immediately have your credit card charged. This is why you want to keep credit cards on file. Your business practices are deceiving and deceptive. You make it next to impossible to reach a human being due to an absolutely useless automated phone system. I never thought a company who's sole business is to capture peoples credit data and and monitor credit would be just as scammy and negligent as the hackers we try to avoid.

  Business Response

  Date: 05/28/2025

  Thank you for writing and expressing your concern regarding your membership with Experian(R) CreditWorksSM Basic.
  
  Our records indicate that you enrolled with Experian CreditWorksSM Premium on April 2, 2025, followed by a request to cancel the paid membership on April 8, 2025. 
  
  Unfortunately, we are not able to delete your online account and profile at this time.  We are legally obligated to retain records of requests for credit reports from the credit reporting agencies, to verify permissible purpose under the Fair Credit Reporting Act. 
  
  In addition, pursuant to federal regulatory requirements,we must retain a customers core account information (including any-and-all records of customer complaints pertaining to such account) for six ********.  Of course, we realize the sensitive nature of this information,and maintain this data with great care for security and respect for your privacy.
  
  We did, upon your request, cancel your paid account from our active database.
  
  
  Thank you for your understanding in this matter.

  Business Response

  Date: 06/02/2025

  We appreciate your feedback and have noted your concerns. After conducting an additional review, our decision remains the same. Please refer to our previous response for further explanation. We appreciate the time you took to send us your comments and suggestions.  We value the input from our customers, and assure you we will give serious consideration to the issues you presented to us.  It is through information provided by customers as you that we are able to improve our products and memberships.

• Initial Complaint

  Date:05/16/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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,
  
  ******* ****