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

• 

  Freecreditreport.com / Cictripleadvantage

  Trenton, NJ 08620

• 

  Solstice Custom Homes

  5740 SW Arrow Wood Ln Portland, OR 97225-1330

• 

  Experian Consumer Services

  Colton, CA 92324

• 

  Experian Consumer Services

  PO Box 1240 Allen, TX 75013

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:09/20/2022

  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.

  My personal email address tied to my dead fathers account. Requested Experian remove my email from that account because I cannot access my own information. Sent death certificate as they requested and they still have not corrected it.Date of request 8/1/2022 Follow up 8/5/2022 Follow up 8/21/2022 Follow up 9/7/2022 Follow up 9/10/2022 Follow up 9/16/2022

  Business Response

  Date: 10/05/2022

  Thank you for writing and expressing your concern regarding your membership with Experian.

  Our records indicate that you enrolled into a complimentary Experian CreditWorksSM Basic membership on November 6, 2019. Experian CreditWorks Basic is a free product that provides consumers access to their Experian credit report and FICO Score once every 30 days, along with monitoring alerts which are updated daily.

  On September 30, 2022, our representative contacted you and assisted with resetting your password to regaining access to your free Experian CreditWorksSM Basic membership.  Our representative also provided you with their direct contact information for any future concerns.

  We appreciate the time you have taken to send us these comments and suggestions regarding our products. We pride ourselves on providing an excellent customer experience, and we vigilantly strive to provide the highest standards of customer care and satisfaction. Customer feedback is always welcome, and we would like to offer our assurance that we give serious consideration to the issues and observations presented to us. It is through information provided directly by customers like you that we improve our products and memberships.

  Customer Answer

  Date: 10/09/2022

  
  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 although they omitted the true cause and inaction taken previously.  It is unfortunate that it took me complaining to BBB for any action to be completed.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:09/20/2022

  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 looking to get my credit score from experian. They advertised that as free, I just needed to make an account on their website. They signed me up for their highest tier of monthly membership without my knowledge or consent. I was charged $24.99 today. I canceled my membership, but this is really predatory and awful to do to someone. I'd like my money back please.

  Business Response

  Date: 10/04/2022

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  Our records indicate that you ordered a trial Experian CreditWorks Premium membership on September 9,2022.  The membership was not cancelled;consequently, in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee on September 20, 2022.  A welcome email notification was sent to the email address you provided at the time of enrollment.  Per your request, your paid benefits will cease, effective October 20, 2022.  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 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 October 4, 2022.  Please allow 3 - 5 business days for these funds to process to the credit card account.
  
  At this time we would like to express our regret that your experience with Experian CreditWorksSM 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:09/15/2022

  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 was charged $24.99 three times this month. I received refund for two of the charges, but the third charge of $24.99 was after they refunded me my first two $24.99 charges. And everyone whom i spoken ti does not see where i was charged. I am trying to find out who i have to get in touch with about getting my money back or I will not he happy. Since i tried a trial on experian.com, I've canceled 3 times and was charged multiple times in 6 days. Please help ke resolve the issue. Or the world will know how much they are really getting ripped off by experian.com.

  Business Response

  Date: 10/04/2022

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  Our records indicate that you ordered an Experian CreditWorks Premium membership on July 25, 2022.  The membership was not cancelled;consequently, in accordance with the published terms of our offer, the credit card provided was due to be charged our monthly membership fee on July 25,2022, and again on August 25, 2022.  We couldnt successfully bill the card on file until September 1, 2022,and again on September 8, 2022.  Per your request, your paid benefits ceased, effective October 4, 2022.  You 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 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 an additional refund of $24.99 on October 4, 2022.  Please allow 3 - 5 business days for these funds to process to the credit card account.
  
  At this time we would like to express our regret that your experience with Experian CreditWorksSM 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:09/09/2022

  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.

  For 6 weeks I am trying to get on my account to freeze/unfreeze my credit report. I have spoken to Experian reps countless times and each one tells me of a different issue as to why I am unable acess my account. Often I am disconnected or they hang up.My account is acrive, although one agen stated that I don't even have an account - but every rep is passing me on to someone else.I do have an account and, in fact, I have emails from Experian inviting me to access my account. When I try to do so, I get a mesaaage that informs me that they are unable to identify my identity. Bottom line is that I simply wish to have access to freeze/unfreeze my accout onlie. To do this I need access to my free account that I am unable to do. And it is proving impossible to get any help from Experian. I do not have this issue with Equifax or ************ I do not know where else to turn. Please HELP!Thank you for your assistance.

  Business Response

  Date: 10/04/2022

  Thank you for writing and expressing your concerns regarding Experian.

  Our records indicate that you do not have an active membership with Experian.  If you want to manage your security freeze online, please visit www.experian.com/freeze to create a new membership.

  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 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.

  If consumers cannot or choose not to access our online services, they can contact us by phone *************) or mail (ECA, ***************************** 75013).

• Initial Complaint

  Date:08/30/2022

  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.

  On August 28th, 2022 I ordered a report for one dollar from Experian and that cleared the bank, today I was checking my checking account and noticed that Experian has taken out an additional $21.95 for membership, I called Experian stating I had not authorized this amount. I also did not request a membership and was told there was no refunds on memberships. I want my $21.95 back.

  Business Response

  Date: 09/28/2022

  Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM Plus. 
  
  Our records indicate that you ordered a one-dollar credit report along with a trial membership on August 19, 2022.  The membership was not cancelled; consequently, in accordance with the published terms of our offer,the credit card provided was charged our monthly membership fee on August 30,2022.  Per your request, your paid benefits will cease, effective September 30, 2022.  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 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 $21.95 on September 28, 2022.  Please allow 3 - 5 business days for these funds to process to the credit card account.
  
  At this time we would like to express our regret that your experience with Experian CreditWorksSM 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:08/23/2022

  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 noticed a ***** charge on the 27th of each month I was being charged. Via mobile app, I couldnt review the entire account as its mobile, but i could see 5 months worth of unauthorized charged. I contacted the business explained 5 months of ***** were credited back to my account. Then i noticed that i was being charged ***** on the 1st of each month. Again I have contacted this company so far the run around and ignored. They have requested all of my personal info which I provided except for my debit card they have that. I was told they found the ***** account but showed no record of this ***** account. my debit is the same and its never missed these unauthorized charges. If they found the first account why didnt they refund me the full amount? This is not honest business ethics. Why not require jumping through hoops before they start charging people for this nonsense? I didnt order it once i certainly havent ordered it 2x month and this is just wrong. I;ve put my request in writing and im being ignored. In April and May I requested this correction I'm still getting charged

  Business Response

  Date: 09/12/2022

  Thank you for writing Experian(R) concerning your monthly billing.
  
  Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on February 14, 2020.  You have changed several times to different products, both paid and free, during your time with Experian(R). 

  
  We show you were enrolled in our Experian CreditWorksSM Plus on November 10, 2020 June 16,2021.  And November 16, 2021 April 28,2022.  During these times you were billed $21.95 monthly.  On July 25, 2022, you emailed members of our executive team to say you were being billed and wanted that billing to stop.  Our agent reached out to you about your billing however, our agent was not able to obtain the credit card number being billed so that we could locate all billing.  We show refunds were issued for 5 months in the amount of $109.75 on April 29, 2022, from your membership.
  
  Our records also indicate after you received the refund from your membership, you contacted some of our executive team to say you were still being billed.  Our agent contacted you and after being given the partial credit card number was able to locate the membership for Josh.  This was an Experian CreditWorksSM Premium membership that started on November 21, 2021, billing $24.99 per month, and changed to our complimentary Experian CreditworksSM Basic membership on August 31, 2022.  This membership has also been refunded for 5 months for a total of $124.95.
  
  We hope this information is helpful to you when considering this matter.

  Customer Answer

  Date: 09/20/2022

  this is unacceptable I didn't order the service.  Why should I pay for ****'s service he isn't on my card and was not any relation to me at the time this was billed.  I do not thing robbing someone and giving them part of there money back is a good solution.  This is a scam service that no telling how much is made from.  Anything less than a full refund if acceptable. Don't forget to mention I contacted in writing in April to get this corrected abs it took me going to the bbb to get a response.  This is not a trustworthy business ethic.  If I do not receive all of my money back I will take to social media so that everyone will know to beware of your sevice. If I had a few account why would I order 2 more accounts? Why? When I told you I never ordered this mess why didn't you just refund my money? Why do you expect me to be happy with this sub par business ethic you are showing.  This is dishonest and not ok by s long diy.  I tried to be civil and avoid raising all this up but you left me no choice.  I told you I wouldn't be quiet until everyone knows to beware of your ethics. Maybe ****s of folks will realize you have been robbing them too.   

  Business Response

  Date: 09/29/2022

  Thank you for your correspondence and for the opportunity to respond to your concerns.
  
  After conducting an additional review, our decision remains the same.
  
  The personal information and payment information for this enrollment were entered via our website when the order was placed.  In accordance with federal law and the terms and conditions on our website, we use security measures designed to protect the consumers privacy and to safeguard consumers information.  We employ an authentication process to verify the consumers identity for access of their report online.
  
  We appreciate your feedback and have noted your concerns.  If you believe that the order was fraudulently placed with us by a third party, we encourage you to file a police report and to watch your accounts carefully in the event of other fraudulent use.
  
  Thank you for your attention to this matter.

• Initial Complaint

  Date:08/18/2022

  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 have been charged by $16.28 for the past 24 months for a service I did not agree to or authorize. I signed up for a free experience account when I needed a quick estimate of my credit in late 2020. There is no email record of Experian ever sending me a receipt for authorizing this charge or for any of the monthly charges they withdrew from my account. I contacted the company to ask about these unexpected charges and they essentially said they can cancel my subscription but cannot provide a refund.There have been so many complaints of this nature on this website, and even an entry in ClassAction.org: https://www.classaction.org/experian-unauthorized-charges, I would expect Experian to be better about provide financial recourse for this issue.I would like to formally file a complaint to receive a $390.72 refund for the unauthorized charges!

  Business Response

  Date: 09/03/2022

  Thank you for writing Experian(R) about your membership.
  
  Our records indicate you began your Experian IdentityWorksSM Plus membership on October 30, 2018.  This membership was not cancelled and your credit card on file was billed $16.28 per month on or about the 15th of each consecutive month.  At enrollment, you entered your personal information and credit card number.  The membership was changed to no benefits on August 18, 2022 because your credit card requested a charge back be completed.  The membership was reactivated as Experian CreditWorksSM Basic on August 19, 2022 but was cancelled to no benefits again because of another request by your credit card company for a refund. 
  
  We wish to emphasize that for the duration of your membership we provided several benefits which were available to you at any time through our website,including, but not limited to, unlimited access to your credit reports, as well as daily monitoring of your credit report.  Our records indicate these benefits were utilized by you when logging into your membership.
  
  Our records indicate that as of August 19, 2022, the issuer of your credit card has accepted the fees, an amount totaling $48.84.We are therefore unable to refund the monies directly to you, as your credit card issuer has received the refund for you. Please contact your credit card issuer for more details regarding this matter.
  
  We hope this information is useful to you in considering this matter.

• Initial Complaint

  Date:08/16/2022

  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 purchase the "Experian Works Premium" package and I'm unable to view two of the three bureaus and they are not locked. I cannot reach anyone from experian by phone to get a resolution. I have verified with Equifax and Transunion that my ****** information is updated and is the same as with experian. Experian is apparantly just taking money with no intent on reporting accurate information!! There needs to be an investigation into this type of pratice which is theft in my believe! I paid for a service aand did not receive it and CANNOT reach anyone at experian.

  Business Response

  Date: 01/12/2023

  Thank you for writing Experian(R) concerning your membership benefits.
  
  Our records indicate you enrolled originally on January 15, 2019 and have changed products often dueing that time.  Your most recent enrollment was with Experian CreditWorksSM Premium on January 4, 2023.  This membership should provide 3 bureau reports and scores.  However, your enrollment with Equifax has failed and that report cannot be provided.  Your membership was downgraded to the Experian CreditWorksSM Basic membership on January 12, 2023.  We also updated your name to no generational ending and updated your address to only one apartment number.
  
  Our agent has reached out to you to assist you with correcting the issues on your membership.  We will be working together to ensure a timely answer.  Please keep in touch with this agent and follow any instructions she offers in attempt to rectify your issues.  The case number you will need to referrence is 51739781.
  
  As for your billing, our records indicate the last billing you received on your membership was on August 18, 2022 and a refund for that billing was processed on August 22, 2022.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:08/15/2022

  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.

  I ordered a credit card from Experian and it never came. So I called them. Took awhile finally got threw. I exsplained my situation to the Asian lady on phone .that they had my name on the card premier. Bank card but not my address.she did nothing but hang up on me. My name is ****

  Business Response

  Date: 08/26/2022

  Thank you for writing Experian(R) about your credit card.
  
  Please note, Experian(R) does not ***** or deny credit.  Each credit *****or makes such decisions based on its own guidelines.  Your will need to speak to the support representatives at the phone number listed on the back of your credit card.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:08/15/2022

  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.

  On August 5th, 2022, I logged in to my Experian Credit monitoring account. I had recently been a victim of a fraud attempt and signed up for the free 30 day membership less than two weeks ago. Since then, I discovered that my information was actually compromised by Experian back in 2019 with their data breach. As such, I cancelled the membership online and took a screenshot of the date and time with the confirmation of cancellation and downgrading to the "Free" account. A few minutes later, I get an alert from my *********** credit Card saying that a pending charge from Experian occurred in the amount of $4.99. I log back in to the Experian account and now my membership says I have the monthly membership of $4.99 when I had just cancelled it only a few minutes earlier. I check my email and there is no email showing I cancelled my membership, but there is one "welcoming" me to my new membership which again, I never selected. I then try to cancel the membership again online, and now it won't let me and says I need to call them. I called Experian and told them about the situation and the man tried to convince me to stay with the $4.99 membership and lists the benefits. I told him that the main issue is that I have a screenshot with the date and time showing that I cancelled it and now have the free version and yet they changed it without my authorization and charged me. He said he would cancel my membership but that I was still going to be charged $4.99 for the one month. I told him that this is fraud and that I was filing a complaint. He then put me on hold to "see what he could do about it". He then came back and said they would refund me the money. I am supposed to be getting it refunded within a week, but this is illegal. Had I not taken screenshots of my cancelled membership, I would have no proof and had to pay it. A credit reporting agency purposely stealing money from customers should be held accountable for such practices.

  Business Response

  Date: 08/26/2022

  Thank you for writing to Experian(R) about your membership.

  
  Our records indicate that since you enrolled on May 3, 2022, in the Experian(R) monitoring memberships, you have changed products several times.  On July 26, 2022, you were enrolled in our Experian IdentityWorksSM Premium membership.  On August 5, 2022, you downgraded to our Experian IdentityWorks Core program for $4.99 per month.  On this same day, you downgraded again to our complimentary Experian CreditWorksSM Basic membership and received a courtesy refund of $4.99.  Please allow 3-5 business days for those funds to be processed back to you credit card account.

  
  We hope this information is helpful when considering this matter.