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

• 

  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

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:06/22/2022

  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 have been trying to reach their customer ********************** to replace my email and can not reach a person or receive any actual help or support. I have called 10 different numbers for them and their automated service says only under special circumstances can you reach a specialist. I called their business side and they gave me another number and said they were unwilling to even try to assist. There is a charge pending on my credit card that I can do nothing about without reaching out to a real person and getting my account resolved.

  Business Response

  Date: 06/30/2022

  Thank you for expressing your concerns regarding your email address.

  After doing a detailed search with the information you provided, we were unable to locate an account in our system that belongs to you.  To better assist us in locating an account, we are in need of additional information.   We would appreciate if you can provide us with the following:
  1. Full name of customer listed on membership
  2.  Phone number or email address associated with the membership
  
  Please fax this information to:  **************.  ATTN: Experian Consumer Affairs (Complaint ID: ******************************.  Or, you can mail to: ECA, **************************** 75013
  
  Our agent also reached out to you on June 30, 2022 by phone.  She was unable to speak with you.  You may also call that phone number for assistance.
  Our customers are very important to us and we look forward to hearing from you with the information requested above.

  
  Please note there are several websites that offer similar products,and in many cases, customers often discover, after reviewing their billing statement, or the web site where they enrolled, that the product is actually offered by a different company.

  
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 07/12/2022

  The business called and gave me 4 hours while I was at work to respond. I have the payment info on my credit card from capitol one from experian so it is them. I have not been able to get ahold of anyone to help. I filed a dispute through my credit card company and they were helpful. I even replaced the card with a brand new one and experian still found a way to charge me. This has been a very frustrating situation with no end in sight because the dispute I filed will only stop them from charging for a short time and I can still not get ahold of an actual person at experian.

  Business Response

  Date: 07/16/2022

  Thank you for the time you took to get in touch with Experian(R)about your billing concerns.
  
  Our agent reached out to you again on July 16, 2022 and left her hours of work and her direct phone number.  When you call that number, our agent will need some additional information to locate the charges.  She will need:
  Full credit card number starting the billing
  Your full name, phone number, email address
  Verification of the charges from your credit card statement
  
  This information may be faxed or mail in to fax number ************ ATTN: Experian Consumer Affairs (Complaint ID: ******************************.  Or, you can mail to: ECA, ***************************** 75013.
  
  Once those documents or a phone call is received, then we will be able to locate the membership in question and resolve your billing questions.

• Initial Complaint

  Date:06/21/2022

  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.

  There is someone else using my email address and personal information at Experian. I can't reset my password or get my username. I have tried multiple times to contact Experian but they have an automated support system and there is no way to speak to a person. There is also no way to report it as fraud as it directs you to login to their website. I tried the customer ********************** number to see if they could help with the login and again, it's another automated prompting system that directs you to login to the website and/or reset my password. There is someone using my personal information and I have no idea who they are or what the impact is to my credit. There is absolutely no way to get in touch with Experian which is completely unacceptable. I even tried sending a dm via ******** again no response. How on earth do I get this resolved?

  Business Response

  Date: 12/22/2022

  Thank you for expressing your concerns regarding your membership with Experian.
  
  Your concerns are very important to us.  Upon researching, we confirmed that the referenced email address appeared in another consumers membership profile.  After contacting the other consumer, the referenced email address has been removed from their profile.
  
  At your earliest convenience, you are welcome to attempt enrollment via our website.  You may visit ************************************************************************************************************************************************** to view a listing of available products.
  
  We apologize for any inconvenience or misunderstanding, we appreciate the time you took to send us feedback regarding our website.  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 such as you that we are able to improve our products and memberships.

• Initial Complaint

  Date:06/19/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried on several occasions to use the free Experian Boost credit report boost but they continue to mix my information with my deceased fathers name, ***********************, who passed in 2019 giving him the credit boost. I have contacted the company reporting this issue, but they will not correct it. I need this mistake corrected.

  Business Response

  Date: 06/29/2022

  Thank you for writing and expressing your login concerns.

  On June 28,2022, our agent reached out to you to assist in logging into your membership.  On that call, our agent assisted you in logging into your online membership and how to set up Experian(R)BoostTM.  Our agent also sent you a copy of your credit report to check for inaccuracies. 

  Should you have any more concerns, please reach out to that agent on the number provided to you on that call.

  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

  Customer Answer

  Date: 07/08/2022

  
  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** Wayne      All matters were handled and corrected.  Thank you, Experian, and Better Business Bureau 
  
   
  

• Initial Complaint

  Date:06/16/2022

  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 became a member of Experian Credit Bureau in 2017. I discontinued my membership in 2019 because I was dissatisfied with the quality service offered. I rejoined in Oct. 2021. The reason why I reinstated my membership was because my Pandemic was 2021 . I became ill and diagnosed with a heart condition. I was Hospitalized 3 times. I lost my job and it forced me into a financial bind. I needed to place All of my Credit Cards in a Debt Relief Program. So, from Feb/2021- Aug/2021 I had suffered Financially. By October/2021, I was slowly getting back on the right path. My Credit Score was 695 January/2021 and dropped to 520 by September/2021 So, therefore, I knew that If I became a member with Experian Credit Bureau I would boost my Credit with there Experian Boost Program. So, that is what I did.. I became a member in October/2021. I gave the authorizations for them to debit my bank account from Northrop Grumman federal Credit Union in the amount of $24.99 on the 6th of the month. In order to activate the boost Program and earn points that increased your score. You must make on time payments for Utility bills, Cable, Phone Services, Entertainment Services. These payments must be paid through your Checking Account. You will receive an increase in your Fico Score after 3 Payments or in 3 months, whichever came first. I connected my School First Federal Credit Union Checking Account. I added 5 Account to the Boost Program. ***** SPECTRUM, ******* THE *** CO, AMAZON PRIME, HULU. I paid each of these accounts through my checking account and on time. After 3 months Oct,Nov, Dec 2021 and more then 3 payments. I begin to contact Experian in Jan/2022. I inquired about my Boost Score and why haven't I received any increase. I received so many reasons why I haven't received an increase in points. I was baffled. I started calling Experian 3 x per week for 6 mo.Jan-June. They never increased my score. No one reached out to me But, yet $24.99 was paid ea. Mo. I cancel my Mem.

  Business Response

  Date: 06/30/2022

  Thank you for writing and expressing your concern regarding your membership with Experian CreditWorksSM Premium. 
  
  Our records indicate that you ordered an Experian CreditWorks Premium membership on November 21, 2021.  Per your request, your paid benefits will cease effective July 6, 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.
  
  The following disclosure appears in our Terms and Conditions, under the subheading, EXPERIAN BOOST ADDITIONAL TERMS AND CONDITIONS: While adding records of recurring payment history to your Experian credit file has the potential to positively impact your FICO 8 Score based on Experian data, as well as other scoring models that consider this data (including certain other FICO Scores such as your FICO Score 9 based on Experian data),please note that results may vary and not all consumers may receive a positive impact to their credit score(s) and Experian cannot guarantee or predict with certainty the amount of any score change. Some consumers may experience no change to their credit score(s), while a small percentage of consumers may experience a decline in their credit score(s). Due to the complicated methodology used to calculate credit scores, Experian is unable to provide you with details for why your score(s) did not change or decreased. You may immediately delete accounts added through your Experian Boost account at any time.
  
  Experian Boost requires you to have, at least, a free Experian CreditWorks Basic membership to link with your financial institution to add utility and telecom bills to your credit report.  There are no charges associated with Experian Boost when enrolled in this manner.  Enrollment in Experian Boost is not required for a consumer to utilize other benefits of our credit monitoring memberships.
  
  We strive for exceptional customer satisfaction and hope we have addressed your area of concern to your expectation.

• Initial Complaint

  Date:06/15/2022

  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 canceled my experian membership in November 2021 but it was left active by the company. I called every month as they were collecting payments from my account of $49.60. On June 2,2022 I called again because my account was again charged. Since November I was told every month that it was canceled and I would be getting a refund and every month they would charge me. I have still not received the refunds I was supposed to be given like the months before and instead on June ****** there was an attempt to charge me. The company claims they have refunded my money for the 4 charges but the money has still not come. Today I called and they canceled my account again and told me a refund was sent I should contact the back. None of my accounts have any refund from the company.

  Business Response

  Date: 06/30/2022

  Thank you for sending in your concerns with your Experian CreditWorksSM membership.
  
  Our records indicate you enrolled in our Experian CreditWorksSM Basic membership on April 5, 2020.  Our records indicate several changes in the products you have owned.  The latest enrollment began on June 2, 2022 and is Experian CreditWorksSM Basic membership.  Our records also indicate no contact to cancel the membership during the life of the membership, from April 5, 2020 to present date.  Your members has been moved to no benefits effective June 30, 2022 due to this complaint.
  
  Research into your billing on this membership shows a monthly billing amount of $24.99.  During the paid membership periods, the credit card on file would decline charges and then allow them the next month.  This happened about 4 times during the paid benefit time. 
  
  Customer satisfaction is our priority, as a courtesy we have issued a refund in the amount of $74.97 that was processed on June 2,2022. 
  
  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:06/14/2022

  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 was charged for some kind of membership with Experian that I did not sign up for. The charge was 06/14/22 for $24.97 and upon further investigation into my account, I also noticed a charge on 05/11/22 for $24.17. The account that was charged is not an account attached to a physical bank. I cannot cancel my card at this moment and receive a new card due to this is attached to my job and how I earn money with doordash. I tried to contact Experian and notify them to stop taking money out of my account however there is no way to speak to anyone about this. When I put my personal information into their system it shows I do not have an account so it will not let me continue. I've called multiple numbers, I've gone to their website to try and contact them through email and there are no options. All I would like from them is to cancel whatever membership is coming out of my account and refund me the money.

  Business Response

  Date: 12/22/2022

  Thank you for expressing your concerns regarding charges from Experian.

  After doing a detailed search with the information you provided, we were unable to locate the charges you reference in our systems.  To better assist us in locating an account, we need additional information.   We would appreciate if you can provide us with the following:
  

  a.  Full credit card number being billed
  b.  Bank statement showing charges from Experian
  
  Please fax any supporting documents to:  **************.  ATTN: Experian Consumer Affairs (Complaint ID: *********
  
  Or, you can mail to:
  ECA
  PO Box 2390
  *****, ** 75013
  
  Our customers are very important to ** and we look forward to hearing from you with the information requested above.
  

  Please note there are several websites that offer similar products, and in many cases, customers often discover, after reviewing their billing statement, or the web site where they enrolled, that the product is offered by a different company.
  

  Thank you for your understanding and cooperation.

• Initial Complaint

  Date:06/12/2022

  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 continue to get a mysterious charge of $29 billed by experian on my credit card every month. I literally have no idea what this is for, nor do I recall signing up for anything. I may have signed up for a free trial somewhere that had in fine print $29. I know credit scores to generally be free. I would like this charge stopped on my card immediately!

  Business Response

  Date: 06/28/2022

  Thank you for expressing your concerns regarding your membership fees with Experian(R).

  Our records indicate that you ordered a trial membership on December 10, 2021 to Experian CreditworksSM Premium.  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 of $27.21 ($24.99 plus tax)on December 21,2021.  Per your request,your paid benefits ceased, effective June 28, 2022.  On that date, you were moved to Experian(R)CreditWorksSM Basic giving you access to your Experian(R) credit report and FICO(R) Score once every 30 days, at no charge to you.

  As a courtesy, we issued a refund in the amount of $27.21 on June 28, 2022.  Please allow 3 - 5 business days for these funds to process to the credit card account.

  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.

  Customer Answer

  Date: 07/08/2022

  I never signed up for anything for *****. You must have advertised a free trial and then did the old bait and switch. I want my money back from experian. They robbed me several months of a service I didnt even use

  Business Response

  Date: 07/13/2022

  Thank you for expressing your concerns regarding your membership fees with Experian(R).

  Our records indicate that you had multiple successful logins into your online membership.  Your last successful login was made on May 27, 2022.

  As a courtesy, we issued a refund in the amount of $27.21 on June 28, 2022.  Please allow 3 - 5 business days for these funds to process to the credit card account.

  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.

  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.

  We hope the above information is helpful to you in considering this matter.

  
  

• Initial Complaint

  Date:06/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have experienced more than one security breach over the past few years and in response, have regularly placed a freeze on my credit reporting accounts. Recently, I experienced fraudulent activity involving someone trying to open a credit account so I contacted the big three credit reporting agencies, including Experian. When I requested a free credit freeze I learned later that I was set up to pay for some type of paid freeze at roughly $35 a month so I reported this to my credit card company as fraudulent activity and was issued a new credit card. I never agreed to this arrangement and never authorized to pay for a credit freeze. I continue to get emails from Experian asking for a new credit card number to pay for a freeze. I would like Experian to cease contacting me about this and trying to collect fees for something I did not ask for and do not want.

  Business Response

  Date: 12/22/2022

  Thank you for writing and expressing your concern regarding your membership with Experian. 
  
  Our records indicate that you ordered a credit report along with a trial Experian CreditWorksSM Premium membership on March 8, 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 March 19, 2022.  A welcome email notification was sent to the email address you provided at the time of enrollment.  Per your request, your paid benefits ceased, effective June 14,2022.  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.  There is no cost associated with placing or removing a Security Freeze.
  
  We have, as a courtesy, issued a refund totaling $49.98 on December 12, 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:06/06/2022

  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.

  Dear BBB,I am filing this complaint against Experian Credit Bureau for the following reasons:1. I have a long credit history (lengthy) for over 26 years.2. My credit history is noted as Exceptional (remaining current).3. My credit score was *****. I received for about 3 years with Experian an offer to Experian Boost.5. I finally accepted their offer to boost my score (with the idea in mind that with my good history already, it should increase my score at least some.6. It decreased my score initially instead from 785 to *****. Then it increased my score to *****. Then it decreased my score to *****. Then it increased my score back to ******. Then it decreased my score back to ******. I had enough of their unstable system/algorithm (whatever) messing up my credit score record.12. I opt-out of the Experian Boost, and it began deleting my boost accounts that were all noted as being exceptional. They state that your score should return to its original score unless there is something negative found or reported on your credit report.13. I have none, and because I opted-out of their Experian Boost, they further decreased my score to ******. The point of striving for excellence is to achieve excellence! 15. Why did they drag my score down? Why wont they correct this unwarranted error which remains on my credit record? Why cant you get a live person on the phone to resolve this? Why frustrate me by keeping a low score that I did not earn? Why is this remaining on my record, still?BBB, please help me with this matter! This is a game-changer for me now if I want to apply for the lower interest rate cards and other benefits it is causing a financial harm (based on my lowered current score 268).(See link attached https://drive.google.com/file/d/1wqqZmWHtec6FvLewEPlYrAzF_bG3wMbB/view?usp=drivesdk)Thank you so much!

  Business Response

  Date: 12/14/2022

  Thank you for writing and expressing your concerns.
  
  Our records indicate that you are currently enrolled in a complimentary membership with Experian CreditWorksSM Basic. Your membership benefits currently include access to your Experian(R) report and FICO(R) Score once every 30 days, free of charge.
  
  Experian Boost is also a complimentary product of Experian. The following disclosure appears on our landing page, in close proximity to the link to start the enrollment process: Results may vary. Some may not see improved scores or approval odds. Not all lenders use Experian credit files, and not all lenders use scores impacted by Experian Boost.
  
  The following disclosure also appears, in part, in our Terms of Use, under the subheading, EXPERIAN BOOST ADDITIONAL TERMS AND CONDITIONS: please note that results may vary and not all consumers may receive a positive impact to their credit score(s) and Experian cannot guarantee or predict with certainty the amount of any score change. Some consumers may experience no change to their credit score(s), while a small percentage of consumers may experience a decline in their credit score(s). Due to the complicated methodology used to calculate credit scores, Experian is unable to provide you with details for why your score(s) did not change or decreased. You may immediately delete accounts added through your Experian Boost account at any time.
  
  We appreciate the time you took to send us feedback regarding our website. 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 such 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:06/05/2022

  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.

  On June 3, 2022 I received an email that my email address had been changed and if it wasn't me to contact member support. I emailed them and called, three times to be exact. The security questions weren't of any help and I was asked for a pin( that I didn't create). Two of the three calls were the same thing, I'm guessing reading off a screen. One issue they had was me not being able to give the correct email, well, yeah, someone changed it and it wasn't me. I was told to try again in 42 to 70 something hours so new security questions could be generated. I asked how someone got into my account if I cannot and was of course given some runaround. Keep in mind, I received an email to my correct email address, the one I myself had created the account with, from them saying my email was changed. On to the third call, this gentleman finally did state that oh, since I received the email from them that he was forwarding me to the fraud department and he did, but no one ever picked up. Back to the emails. The same thing, to verify and investigate we need full name, member ID, email and phone number connected to this account. I emailed them again explaining what happened and asked for a phone number to a person that has the ability to actually help me and all I got was the same email sent back asking for info that I cannot give because someone changed it. Now, my personal info is at risk. I got in contact right away when I read the email from them that someone changed my stuff but they cannot help me. I am worried sick now about identity theft and such. Please help.