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

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

• 

  Freecreditreport.com / Cictripleadvantage

  Trenton, NJ 08620

• 

  Experian

  2377 Gold Meadow Way Ste 100 Gold River, CA 95670-4444

• 

  Experian Marketing Solutions

  601 Experian Pkwy Allen, TX 75013-3701

• 

  Solstice Custom Homes

  5740 SW Arrow Wood Ln Portland, OR 97225-1330

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:05/10/2023

  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 tried using the online site of Experian & when asked for my date of ************** Security # for verification, I complied. The site told me that it didn't match their records which was incorrect. I'm trying to unfreeze my account which is supposed to be easy & free. Instead I have a pending charge of $55 on my AMEX & on top of that I was sent to "Just Answer" & for a charge of $39 it could be fixed. I was also sent to my internet provider, ********* Outlook to pay for *********'s ****************************** more money. This interaction was started May 9. I disputed the charge to AMEX 5/10 & will be issued a new card tomorrow.

  Business Response

  Date: 05/17/2023

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  We recently updated our processes for administering security freezes.  To add or remove a security freeze online, a consumer must visit www.experian.com/freeze. 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 to create an Experian Service Account. 
  
  Experian CreditWorks Basic is a free product that provides consumers access to their Experian credit report and FICO(R) Score once every 30 days, along with monitoring alerts which 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, as well as submit disputes and review dispute results.
  
  Our records indicate that you ordered a complimentary Experian CreditWorksSM Basic membership on May 10, 2023.  Our records further indicate that you temporarily removed your freeze on the same day.  You will continue to have access to your Experian(R)credit report and FICO(R) Score once every 30 days, at no charge to you.
  
  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

• Initial Complaint

  Date:05/09/2023

  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've been trying to get my Experian membership/email/login everything cancelled and deleted in its entirety for weeks now to get added to my family's plan. However, I last asked Experian to AGAIN delete the account under my email address. However, when I waited the 72 hours to create the account again, an ********************** employee has my profile now! Why in the world does an employee have a login using my information??? I demand my profile with my personal information be released from this employee's email login and have my account(s) all completely deleted. Experian had a chance to have my whole family with protection membership but now they've lost all our business with the off-shore customer support and now a highjacked identity profile. Attached is a screenshot what it says on my end when I try to create an account with my email now: ************************ And if it's not that email, one of your employees has used their email to create an account using my SSN and DOB. FIX IT!

  Business Response

  Date: 05/18/2023

  Thank you for writing Experian(R) concerning your membership.
  
  To assist with your Family Plan enrollment request, you will need to send us some verification documentation so that we can start the process to remove this account from our website.  You will need to send the documents to Experian Consumer Affairs (ECA) at fax ************ or mail to ECA, PO Box ****, *****, ** 75013 and reference BBB 20040327. The documents we will need are:
  

  Copy of your state issued ID card such as a drivers license
  Copy of your social security card
  Copy of a current utility bill in your name with your current address.
  

  Once we receive these documents, we will start the process to remove the account.  When this is complete, an agent will be in touch with you to assist with your Family Plan enrollment..
  
  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

• Initial Complaint

  Date:05/09/2023

  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.

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

  Business Response

  Date: 05/19/2023

  Thank you for writing Experian(R) and allowing ** to address your concerns.
  
  Our records indicate you recently, on May 9, 2023, enrolled in our complimentary Experian CreditWorksSM Basic membership and this is still active.
  
  When you have questions, you can send a letter requesting assistance from Experian Consumer Affairs at fax number ************ or my mail to ECA, PO Box ****, *****, ** 75013.  Be sure to include your contact information so that ECA can contact you to resolve your concerns.
  
  At this time we would like to express our regret that your experience *** not have met your expectation or our standard of excellence.  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

• Initial Complaint

  Date:05/09/2023

  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.

  Experian will not let me access my credit report and score. Also caused me harm when they stated a block was on my credit but I removed this in 2021 and never put it back ?? then thr code was Spectrums old code shows collusion ****** the chairman and ******* .. A ******* used to be in charge of ****** Wink ?? I also tried to reset my password and nothing ?? then I tried to see username nothing ?? I am not ?? calling on the phone. I am tired of abuse and ready to start Litigation if this is not ?? rectified

  Business Response

  Date: 05/19/2023

  Thank you for informing us of your recent experience with Experian CreditWorks Basic.  Experianprides itself on providing an excellent customer experience, and vigilantly strives to provide the highest standards of customer care and satisfaction.
  
  Our records indicate that our representative attempted to contact you to assist with your login concerns on May 19, 2023 but was not successful.  If you are still in need of assistance, please contact our representative using the contact information provided to you via voicemail message. 
  
  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.
  
  We hope the above information is helpful to you in considering this matter.

• Initial Complaint

  Date:05/08/2023

  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 have been trying to log in for 3 months to my account with **********************. Every time I received an email with alert,I tried to log in and I get a message saying my username is wrong. I sent 5 emails asking for my password, and they will send me my email address saying that's my username. I log in using it and the message is this is the wrong username!!!! for 3 months. And today I gave the last try. Every time, I called the the number:Here is the message that I have been getting always, using the username that you provided!!!We were unable to find any accounts that matched the username you provided. If you don't know your username, click on "Forgot Username" below.Enter your username (may be your email)Then I found another phone number in Experian ************************************************************************* ************** The lady asked me to identify myself. I gave her six items:1. First and last name.2. Social security number.3. Phone number.4. Address.5. First car purchased.6. Mother maiden name.Then she asked me for my pin number. I said, I don't know it. She said then we have to move to more security questions to identify you!!! SHE DID NOT ASK ME TO GUESS MY PIN NUMBER.I asked for a supervisor and she said he will say the same thing. I said, I still need to speak to a supervisor. She hang up on me!!!! Customer **********************? proffesional? I called again and she was able to swtich the number I am calling to the 888 number that gives you two options and you cannot tal to human. I had to use my wife's cell to call the number ************** and spoke to **** who said you can guess your pin and I am sorry that she did not give you that option and instead hung up on you. He sent me an email to resolove the issue. Why would I waste this time trying to use a username that you are sending me to tell me it's wrong. Why would this person hang up on me instead of transfering me to a supervisor? If she asked me to guess my pin the way **** did, I would have guessed it right.

  Business Response

  Date: 05/18/2023

  Thank you for informing us of your recent experience with Experian. Experian prides itself on providing an excellent customer experience,and vigilantly strives to provide the highest standards of customer care and satisfaction. 
  
  Let ********* you, your experience is 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 you successfully accessed your online membership on May 8, 2023.  If you need additional assistance, please contact our representative directly using the information provided to you by email.
  
  We appreciate the time you took to send ** 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.
  
  We hope the above information is helpful to you in considering this matter.

• Initial Complaint

  Date:05/05/2023

  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 needed to check my credit score for a auto loan. Web site started I would be billed $1.00 they took $39.90. I have called the company numerous times was even given a confirmation # for the refund of $39.90 (C32583292) for the refund and was told was approved. Today 5/5/2023 was told won't give me my money back.

  Business Response

  Date: 05/17/2023

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  Our records indicate that you ordered a one-dollar credit report along with a trial Experian CreditWorksSM Plus membership on March 9, 2023.  The membership was not cancelled; consequently, in accordance with the published terms of our offer, we unsuccessfully attempted to charge the provided credit card our monthly membership fee on March 19, 2023.  
  
  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.
  
  After conducting a detailed search of our database, we are unable to locate the charges you reference in our systems using the information provided.  In order to provide assistance, we are in need of additional information. Please provide us with the following:
  
  The complete credit or debit card number that was billed
  A bank statement showing the charges from our company
  The customer number or Member ID number associated with the membership in question
  
  Please fax the requested documents to:  **************
  ATTN:  Experian Consumer Affairs (REF: c63598762)
  
  Or, you can mail to:
  Experian Consumer Affairs
  PO Box 2390
  *****, ** 75013
  
  Our customers are very important to ** 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.

• Initial Complaint

  Date:05/03/2023

  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.

  
  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. The customer representative was very helpful and I am now able to do what I need with my account.

   

  Thank you very much for your hard work,
   
  *******************************
  
   

  
  

  Business Response

  Date: 05/15/2023

  Thank you for informing us of your recent experience with Experian CreditWorks Basic.  Experianprides itself on providing an excellent customer experience, and vigilantly strives to provide the highest standards of customer care and satisfaction.
  
  Our records indicate that our representative contacted you and assisted with your freeze and login concerns on May 15, 2023.  If you are still in need of assistance, please contact our representative using the contact information provided to you during the call. 
  
  We appreciate the time you took to send ** 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 **.  It is through information provided by customers as you that we are able to improve our products and memberships.
  
  We hope the above information is helpful to you in considering this matter.

• Initial Complaint

  Date:05/03/2023

  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.

  Early February 2023 I contacted Experian to lower my account from the premium to the basic account. I was guaranteed this would be done. After 24 hours my account was returned to premium without my permission. Experian then proceeded to charge me illegally and unauthorized twice in February (meanwhile this would be a monthly subscription if it was authorized) and again in March. I called today 5/3/2023 to dispute this with them. Their call center is clearly outsourced and the person told me they would only refund my 2 of the 3 illegal transactions. I requested to speak with a supervisor who was also outsourced in ********** and refused to refund me the 3 illegal transactions. She then disconnected the call on me. I called again and explained the situation to a representative who also hung up on me. It is impossible to get a local or even ************* representative to assist and they refuse to provide any documentation of any of this.

  Business Response

  Date: 05/17/2023

  Thank you for writing Experian(R) about your billing concerns.
  
  After completing extensive research of your membership and the calls you made in February 2023,we have issued an additional refund of $27.15 on May 17, 2023.  Please allow 3-5 business days for this refund to process back to the credit card you had on file in your membership.
  
  Let ********* 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.
  
  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:05/02/2023

  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.

  Hello! :-) Unfortunately, there is an erroneous charge in the amount of $24.99 to my **** #****. This, I already cancelled the product. The account membership #**** was the indicated last four digits on the account. Appears to be some sort of fraud or appropriation. I want my card refunded immediately! :-)Sincerely,**************************** ******************************

  Business Response

  Date: 05/15/2023

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  Our records indicate that you ordered a credit report along with an Experian CreditWorks Premium membership on April 21, 2023.  The membership was not cancelled within the trial period; consequently, in accordance with the published terms of our offer,the credit card provided was billed our monthly membership fee of $24.99 on May 2, 2023.  Per your request, your paid benefits will cease, effective June 2,2023.  You will continue to have access to your Experian(R) credit report and FICO(R) Score once every 30 days,at no charge to you.
  
  Our website describes the offer and the order form details the terms and conditions of the offer, including billing annually until the customer notifies ** of their wish to discontinue. The consumer agrees to these terms when submitting their order.
  
  Your concerns are very important to **.  As the fees were billed in accordance with the terms and conditions of the membership, we must respectfully decline your request for a refund of the membership fees at this time.
  
  At this time, we would like to express our regret that your experience with Experian CreditWorksSM Premium 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:04/29/2023

  Type:Sales and Advertising 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.

  This is not trues as I have tried to purchase a vehicle and the account was locked.  I tried calling to get it unlocked, but the person stated that there was no info in there, the account was not set up with any information, but that he couldnt unlock the account.  If an account was never set completely up how could it be locked in the first place.  If they can not unlock the account so that it can be used it will force us to go further with an attorney.  

  Business Response

  Date: 05/10/2023

  Thank you for writing Experian(R) and allowing us to address your concern.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on July 16, 2019.  This membership is still active.  With this membership a CreditLock is not available and has not been placed on your credit file.
  
  Our records indicate you had placed a security freeze on your credit file on September 8, 2022, and permanent removed on the same date.
  
  We hope this information is helpful when considering this matter.

  Business Response

  Date: 05/22/2023

  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. Thank you for your patience in this matter.

  
  Please check with the other credit bureaus to be sure there are no issues with your credit file there.