Reviews

This profile includes reviews 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

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  FreeCreditReport.com

  PO Box 91119 Seattle, WA 98111

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  Experian Consumer Services

  221 W 79th St Apt 3R New York, NY 10024-6229

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  Experian Consumer Services

  213 Willow Bend Ste. 152B Sacramento, CA 94203-0001

Review Details

• Review fromWAYNE D.

  Date: 02/06/2023

  1 star

  WAYNE D.

  Date: 02/06/2023

  I have spoken with three CSRs after calling Experian, and the THIRD one just disconnected me, after at least being on the phone for 30 minutes and being transferred three times, including from the frustrating automated system. My issues were Experian App related, not being able to remove, or disconnect, a closed credit card from Experian, which should be a simple click. That card continues to show up on the app and on the website after I log in. Plus, the ************* option on the App produced "Webpage not available" and multi-digit code for EVERYTHING I clicked on that appeared on that App page. The first human being could not help me so transferred me to "Disputes," which made absolutely no sense to me, and I expressed that to her. But she transferred me anyway, and the Dispute CSR said that he could not help me in that department, so he transferred me to "Membership," which again made no sense. But he did it, and the Membership CSR had me go to the Experian website to try to assist, and when I did, and after I expressed frustration, he disconnected me. This is unbelievable, that the App did not work for me, yet there is no option for resolving a TECHNICAL ISSUE via neither the App itself nor the website. I'm going to search for other Credit Reporting Agencies, as for $200 per year membership, the customer support is pitiful.

  Experian Consumer Services

  Date: 02/15/2023

  Thank you for writing Experian(R) concerning your membership.Our records indicate you enrolled in our Experian CreditWorksSM Plus membership on May 18, 2021. That membership has a monthly billing of $10.65 on or about the 19th of each month.While you are enrolled in this membership you will need to update the old credit card listed with the new credit card where you would like your billing to be obtained. The system will not allow you to be in a paid membership and totally remove a way to bill.We hope this information is helpful when considering the matter.

• Review fromRay K

  Date: 02/06/2023

  1 star

  Ray K

  Date: 02/06/2023

  Experian has been lowering my credit score when loans are paid on time. This has happened a few times. But it is impossible to get ahold of someone.

  Experian Consumer Services

  Date: 02/15/2023

  Thank you for writing Experian(R) concerning your credit score.Our records indicate you originally enrolled in our complimentary Experian CreditWorksSM Basic membership on April 4, 2021. You have changed products from paid to free several times while you have been with us. You are currently enrolled in the complimentary Experian CreditWorksSM Basic membership.Your FICO(R) Score is calculated based on the data in your credit report at the time you request your credit report and score. Every time you request a new score, a new credit report is pulled, and your new score is calculated based on the information in your credit report, up to once a day. Be aware, your credit report *** change often. Differences in your score *** be due to a change in balance on one or more of your credit cards, payment updates, or the addition of new accounts. Even the fact that your account(s) is one month older can affect your score. If there are inaccuracies on your credit report, these could also be affecting your score and should be disputed directly with the credit-reporting agency providing that information. In general, there are many factors that can affect an individuals credit score, such as payment history, current debt, available credit to debt ratio, etc. The actual scoring model and its calculations are proprietary to Fair ***** Corporation. Credit scores are usually calculated based on the combination of all the credit factors in your credit report. Your credit score is not based solely on one single item or behavior. So although you *** have done something that you think should have changed your score, the FICO(R) Score actually looks at how this information combines with other information in your credit report and how, if any, this changes your credit score. Your score *** go up, down, or remain constant depending on each factor as well as a unique combination of factors.The score analysis section that comes with your FICO(R) Score, along with your alerts, should help you understand what specific credit factors had a positive and negative affect on your FICO(R) Score. We hope this information is helpful when considering this matter.

  Ray K

  Date: 02/15/2023

  1. You seem to miss the point. Free account or not it does not matter.2. I am well aware of how credit reporting works. 3. The issue is, you dropped my score because I made an on time payment to an account. Last I checked, if you are making on time payments and the account balance decreases, that should not drop your score. It should raise it. I know when the score went down and the account and the amount. It was reported as paid and on time, yet you lowered the score.4. Trying to contact someone on this matter is impossible so I had to resort to this. 5. The comment you posted is complet nonsense and has absolutely nothing to do with the issue. Stop blowing smoke and tell me why I am losing points for doing what I am supposed to and when I am supposed to.

  Experian Consumer Services

  Date: 05/08/2023

  Thank you for your additional comments.
  
  When your score lowered,there were other factors in play.  We are not credit advisors and cannot advise you of the specifics of why your score acts as it does.  You will need to watch the alerts you receive the same day as the increase or decrease of your score and look at the factors causing your score to change.  Your score factors will list both positive and negative information. 
  
  You also, may want to print out a copy of your credit report and take it to a local credit advisor for additional details. 

• Review fromAbram T

  Date: 01/31/2023

  1 star

  Abram T

  Date: 01/31/2023

  If I could 0 star I would...can't contact, no help at all. Absolutely frustrating and should be torn down and rebuild internally.

  Experian Consumer Services

  Date: 02/07/2023

  Thank you for writing Experian(R).
  
  We apologize for any misunderstanding or confusion. Our records indicate you are not currently enrolled in an Experian Service Account or an Experian monitoring program. If you are attempting to enroll, please follow the following directions for a non-member.
  
  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 you have other concerns or questions, please contact Experian Consumer Affairs by fax 402-458-1643 or by mail at ECA, PO Box 2390, Allen, TX 75013. Please be sure to add your contact information so that we can assist you with your concerns.
  
  We hope this information is helpful when considering this matter.
  

• Review fromTanya H

  Date: 01/22/2023

  1 star

  Tanya H

  Date: 01/22/2023

  Someone needs to wipe Experian out as a Credit Bureau all together. I've been trying to update my information with them for going on now a year so I can see an updated credit score online. When I called to provide them with the updated information they gave me the run around from one customer ********************** representative to another asking the same questions, which I already provide answers to the previuos customer ********************** representatives. This phone call lasted half day with no success in updating my profile. Sadly, when I login to my online account. They continue to display the same score I've had for more than year while Equifax and Transunion list updated scores. What's the point of having an online account when I have to call and request for a copy of my score via mail.

  Experian Consumer Services

  Date: 02/01/2023

  Thank you for writing Experian(R) about your updated credit report.Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on July 21, 2019. This membership is still active. Our records further indicate that the address you provided via our membership website was previously disputed as not yours, or not yours due to identity theft, and had been deleted or blocked from your credit report in accordance with documentation you have provided on June 28, 2021. Because our website was subsequently unable to authenticate the address provided via your membership, we were unable to provide instant online delivery of your credit report.If you believe the address was disputed in error, we will need additional information. Please provide us with all of the following, along with a cover letter stating that your mailing address was disputed in error, and requesting that the address be added back to your report:1.Copy of your Social Security card 2.Copy of your current drivers license or government-issued photo ID reflecting your current address 3.Copy of a current utility bill or bank/insurance statement reflecting your current address Please fax the requested documents to: **************, ATTN: Experian Consumer Affairs (BBB ******). Or you can mail to: Experian Consumer Affairs, ************************************** hope this information is helpful when considering this matter.

• Review fromGeorge S

  Date: 01/19/2023

  1 star

  George S

  Date: 01/19/2023

  You can't reach a live person. The automated system can't help says being transferred then starts all over again. This needs to be addressed because it's our credit life being held hostage.

  Experian Consumer Services

  Date: 01/31/2023

  Thank you for writing Experian(R) and the opportunity to address your concerns.Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on January 19, 2023. This membership is still active.After checking your contact with our support team, we understand that your membership is giving you your fathers credit report instead of your credit report. We are currently doing some file maintenance to get those issues corrected. You should be able to pull your credit report through your membership on February 1, 2023.We hope this information is helpful when considering this matter.

• Review fromBryan G

  Date: 01/15/2023

  1 star

  Bryan G

  Date: 01/15/2023

  Experian is the worst my navy federal account and my ********** credit reports are all updated and Experian has yet to update my report and is missing an entire ***************************************************************************************************************** ******* not being able to get an Amex card cause there system is too slow will have my lawyers look into it because this is a mess and they **** also they charged my card and never gave me a refresh on my credit report in which I payed for so they took my money but didnt give me what I payed for the Experian bullying had to stop this is sad this company will have you thinking your credit score is below what it actually is the they ****

  Experian Consumer Services

  Date: 01/27/2023

  Thank you for expressing your concerns regarding the FICO(R) Score 8 included in your membership. Our records indicate that you ordered a credit report along with a trial Experian CreditWorks Premium membership on July 8, 2022. This membership allows daily access to your Experian credit report and FICO Score. The membership was not cancelled; in accordance with the published terms of our offer, the credit card provided was charged our monthly membership fee on July 19, 2022. 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. Our records further indicate that your credit report, provided with your online Experian CreditWorks Premium membership, updated as recently as January 26, 2023. To view your latest credit report, sign into your online membership.We realize that you may have seen a discrepancy in the score you received from another source related to your credit application and the score provided as part of your membership. We try to make it a point to inform our customers that various scoring models are available in the marketplace and have different potential uses. For instance, we include a disclosure on our site describing the score provided with the credit monitoring membership you purchased.Here, the score that is provided as part of your membership is the FICO(R) 8 model based on Experian(R) data. It is a score that many lenders use in the credit application decision-making process. FICO(R) Scores, ranging from 300 to 850, are developed by Fair ***** Corporation which specializes in developing credit-scoring systems for lenders and other businesses. This can help you see and understand how lenders may view your credit worthiness. It is used by many lenders and is indicative of your overall credit risk. Certain industries may use custom credit scores that are tailored to their specific needs. The custom scores may be unique to a specific industry, such as mortgage lending or auto lending. These custom scores may be created based on information found in credit reports together with other information from the lenders own portfolio, such as account history. We hope that this provides you some clarity as to the discrepancy between the two scores you received and the various scores available in the marketplace.

• Review fromSheila H

  Date: 01/11/2023

  1 star

  Sheila H

  Date: 01/11/2023

  Very Frustrating trying to talk to a real person!!! Several months ago, my husband and I set up a security freeze with Experian. Now, we would like to temporarily unfreeze it, so that we can start an identity protection plan (with another company). Problem is, we cannot talk to a specialist to accomplish this, and the phone tree questions do not apply. Online, I could complete an "Unfreeze" for myself, but not for my husband. We both use the same email, and Experian will not allow both of us to have the same account. Online, Experian only allows emails as a username, we do not have the option to create a username. So, the only option is to do the "unfreeze" by talking to an Experian specialist, which has not happened (in five days of trying to make contact over the phone). We should NOT have to establish another email just to do this. We didn't need a second email to set up the freeze. Just so you know what your competition is doing. Transunion allows accounts to be set up using a customer-selected user name, so it is not dependent on an email address. Equifax uses an email for a username, but has a phone number that is quickly answered by a real person, who is very friendly and able to accomplish the freeze and unfreeze options for credit (after verifying some information). Right now, we are paying for identity protection, but cannot get it set up because I am unable to talk to a real Experian person who can help. I even left work early one day to make the call, thinking that you had banker's hours. Do you have established hours when a specialist is available? What phone number is best to call to talk to a specialist? Are any Experian resources being used for customer **********************?

  Experian Consumer Services

  Date: 01/23/2023

  Thank you for writing Experian(R) about your experiences.Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on January 8, 2023. We also show your credit freeze was removed on the same day.As for your husbands membership, we are not able to speak with anyone but the member themselves about their account.Experian membership contact information is as follows:Phone number ************ with hours of MondayFriday 6am-8pm PT and Saturday-Sunday 8am-5pm PT Email address: ****************************************** We hope this information is helpful when considering this matter.

• Review fromTashawna C.

  Date: 01/11/2023

  1 star

  Tashawna C.

  Date: 01/11/2023

  They do not deserve even a one star. I have been trying to unlock my account for the past 3 weeks and have tried all the options to reach a LIVE HUMAN. My account has been locked and I have no way of reaching anyone to unlock it. If I type in the search unlock account or speak it into the automation system. They keep asking me do I want to freeze my credit. I would think they would have a better automated phone service. This is just horrible. I an trying to fix my credit, yet I cannot set up a new account or get into my old account to review my credit.

  Experian Consumer Services

  Date: 01/23/2023

  Thank you for writing Experian(R) about your experience.Our records indicate you have enrolled in our complimentary Experian CreditWorksSM Basic membership on September 8, 2018. This membership is still active.Our agent has reached out to you by email to ask your current phone number so that she can call and assist you with logging into your membership successfully. Please respond to that agent for assistance.We hope this information is helpful when considering this matter.

  Tashawna C.

  Date: 01/26/2023

  Thank you ***** from Experian! I never expected the company to reach out to me and help me the way they did. I was able to unlock my account, update my information and now have access to look at my credit score.

• Review fromRoger Williams

  Date: 01/09/2023

  1 star

  Roger Williams

  Date: 01/09/2023

  I will NEVER use this company again! They still charged me after using my credit card number after trying the trial and now I been charged ***** for seven days even though I canceled and they still charged me for a whole months payment leaving an individual with the thought to re enroll to use up the charge to trap you. They also dont give you the option to erase your credit card information after you enter it into the site, but you can add a new one! Hmm that doesnt seem to friendly for helpful if your building your credit and they force you into payment. This is a nice way to take advantage of people and trap them and take their money. Its a thumbs down on experien for a lifetime to me. They robbed me like many of these institutions do. Just take advantage of the free resources, NEVER put your credit card data and Never do a trial unless you want to get robbed using their services and have them take control of your card. They committed fraud with me and the payment was charged on my card anyway. They steal and rob people.

  Experian Consumer Services

  Date: 01/19/2023

  Thank you for writing Experian(R) concerning your billing.Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on October 14, 2019. That membership was upgraded to our Experian CreditWorksSM Premium membership on December 21, 2022 with a billing of $27.51 per month after the trial. We do not have any record of you requesting cancellation prior to being charged for the membership. Therefore, in accordance with the published terms of our offer, the credit card provided was charged the monthly membership fee on December 31, 2022. That billing was refunded on January 7, 2023 when you called in to request the refund. The membership was cancelled to no benefits on January 19, 2023, in response to your request to cancel.Unfortunately, we are not able to delete your online account and profile information 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 (6) years. 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 hope this information is helpful when you consider this matter.

  Roger Williams

  Date: 01/20/2023

  Unfortunately that is not true. I was still charged after canceling during the trial period. Your representative showed no understanding knowing I was trying to cancel because it showed on your system and the results of that was a charge to my credit card. You are holding my credit card information and youre telling me youre legally obligated in keeping my credit card number? Thats a bunch of bologna! You take advantage of people when they dont come in crowds or numbers with the same problem or issue which makes it easier for you to take advantage of individuals. The solution to this issue was me getting my ***** back with them still holding on to my card information that I cant delete. Im not happy because I went through hoops to get that $***** back. I wonder how many other individuals didnt and lack the potential to get their funds back? My credit card information cannot be deleted! This ***** because now I have to monitor my card

  Roger Williams

  Date: 01/20/2023

  I want to add that you never mentioned that I cancelled in time and I should have not been charged at all. You didnt mention the problem of cancellation on the application that fouled. I called in to cancel because your app was refusing to work, even though I was in the time frame. People need to know that did this inside the guidelines. They also need to know my card information is still with Experian without my consent. It cannot be erased or removed. Dont enter information because it will stay in their databases like mine, even I no longer want to use their services. This is not right for us as the consumer

• Review fromLee G.

  Date: 01/09/2023

  1 star

  Lee G.

  Date: 01/09/2023

  Where are the humans? Where are the humans? Where are the humans? Definition of insanity: doing the same thing over and over expecting a different result. Experian's automated phone system and website work in tandem to create an inescapable feedback loop of assurances that my needs will be met. And then when my needs aren't met, the automated phone system full on gaslights me by telling me to keep doing what I've already done with the promise that, this time, it will work. But it doesn't work!!!I've spent hours trying to speak to a human. Today, I'm sending a letter via **** to a P.O. Box. Fingers crossed.

  Experian Consumer Services

  Date: 01/19/2023

  Thank you for writing Experian(R) about your customer ********************** experience.Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership on October 25, 2020, and this membership is still active.Our agent reached out to you on January 19, 2023, to assist you will your concerns. However, the phone number associated with your membership was not in service. Our agent did send you an email requesting a description of your concerns and a contact phone number so that we can assist.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 can improve our products and memberships.

  Lee G.

  Date: 01/21/2023

  Dear Experian, your reply is a deflection that supports my frustration that your company is intentionally not addressing the problem. Where are the humans? Where are the humans? Where are the humans? My concern began on 1/6/23. Experian finally reached out via BBB on 1/19/23 only to say that "the phone number associated with your membership was not in service." That's a problem!!! What number was associated with my membership? I've had the same number for decades. This experience clearly illustrates the necessity of having accessible humans to talk to immediately. This could potentially be a critical problem with significant negative consequences for me but Experian intentionally provides no immediate solution. Instead, I'm on day 15 with no resolution. Since there are no humans to speak to, this is the action that I've taken to date:* On 1/9/23, I sent a letter with accompanying documentation via certified mail to the address from the website: Experian National Consumer ****************** *************************************.* On 1/20/23 at 6:20 am EST, I replied to the email from the Experian representative that was sent via BBB on 1/19/23 @ 12:05 pm EST. Per her request, I provided my availability to talk on 1/25 and 1/26. Bottom line: At best, it appears that this potentially critical problem will take 2-3 weeks to resolve. Where are the humans?