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This profile includes reviews for Experian Consumer Services's headquarters and its corporate-owned locations. To view all corporate locations, see
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Average of 302 Customer Reviews
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Review fromHeather R.
Date: 09/28/2022
1 starHeather R.
Date: 09/28/2022
My credit scores where 720 and after downloading the experian app that claims to boost credit scores mine were actually lowered. Experian recommended that I apply for a credit card. Experian said I had excellent approval odds. I was denied and now my credit scores 690. I would not have applied for said card had experian not recommended and claimed excellent approval odds. What a scam! Please dont download or use experian if you are trying to build your credit up.Experian Consumer Services
Date: 10/10/2022
Thank you for writing and exp4essing your concerns regarding your score with Experian(R).Our records indicate you enrolled with our complimentary Experian CreditWorksSM Basic membership on July 29, 2022 and have continued that membership.Please note, we do not ***** or deny credit. Each credit *****or makes such decisions based on its own guidelines.Regarding partner offers presented within our membership products, our Terms and Conditions state, in part: Please note that prequalification for a credit opportunity available through a third party does not guarantee approval, and you will need to submit an application with such third party if you choose to apply for a prequalified offer (and such application may result in a credit inquiry that can impact your credit score(s)).When selecting to apply, our website also advises the consumer that they will be redirected to the credit *****ors website to complete the application process, at which point the credit *****ors terms will apply. The following disclosure also appears in our Terms and Conditions: For complete information on any particular offer, see the terms and conditions on the issuer or lender's website. Once you click apply for any offers, you will be directed to the issuer or lender's website where you may review the terms and conditions of the applicable opportunity or offer before applying.CIC and its product Experian CreditWorksSM Basic are not a credit repair organization or product. The following statement appears in our ****************** under the subheading, NOT A CREDIT REPAIR ORGANIZATION OR CONTRACT: ECS offers access to your credit report, ****(R) Score, and other credit information. ECS is not a credit repair organization, and is not offering to sell, provide or perform any service to you for the express or implied purpose of either improving your credit record, credit history or credit rating or providing advice or assistance to you with regard to improving your credit record, credit history or credit rating. You acknowledge and agree that you are not seeking to purchase, use, or access any of the Service and Websites (or any content in the Websites) to do so.Additionally, we try to make it a point that our customers are aware that various scoring models are available in the marketplace and have different potential uses. Experian CreditWorks and Experian IdentityWorks use the **** Score 8 model. **** Scores have a range from 300 to 850 and are developed by Fair ***** Corporation, which specializes in developing credit-scoring systems for lenders and other businesses. The statistical calculation of this credit score, and the associated score factors, are proprietary to Fair ***** Corporation. Downloading or using the Experian(R) app will not cause any changes in your credit score.We hope the above information is helpful to you in considering this matter.Heather R.
Date: 10/10/2022
I have not logged into the app since its suggested application for a card that said Excellent approval odds. I will log out and delete. I wasnt confused by the terms and conditions It was the advertising for the app that I guess confused me. Boost your credit score with experian Boost. I am going on memory but thats pretty much what **** me in. As I said, I wouldnt have applied for the card had it not been recommended with excellent approval odds. I dont really care to have any sort of back and forth with you. I want other people to be aware of what I didnt know before I downloaded this app. If I can help someone else not experience what I did then I have done my work for the day! Thank you for your transparency and consideration!Review fromDavid S
Date: 09/28/2022
1 starDavid S
Date: 09/28/2022
I tried to reactivate my account and I keep getting an error message, but when I call, they advised that they have a system maintenance issue and I have to wait at least a day or two to be able to activate an account. There is nothing working on their automated line at all and it has been that way for several days now, so it is beyond me how company as large as experience is so poor at customer **********************.Experian Consumer Services
Date: 10/10/2022
Thank you for writing in to Experian(R) concerning your membership.Our records indicate you enrolled in out complimentary Experian CreditWorksSM Basic membership on October 7, 2022. This membership is currently active.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.Review fromMAURA E
Date: 09/23/2022
1 starMAURA E
Date: 09/23/2022
I am unable, once again, to remove my security freeze through Experian's automated system. The "bot" on the phone told me that "I am unable to help you at this time" and said that my security freeze had already been lifted until August 12, 2022 (?) as the reason . . . . problem is, I called in on September 23, 2022! So now I am wondering if my credit report is indeed "frozen" at all?! I called 8 different phone numbers, having to input all of the extensive information 8 times and was then told by the bot that "I cannot put you through to a representative at this time". I have had this experience numerous times over the last several years. After giving up on the phone bot, I then tried to go through Experian's website to file a dispute. I remembered that I had signed up for a "service account" years ago but when I tried to sign in, it would not accept my user name or password. I used the "I forgot my password" button and they sent me my user name by email 15 minutes later . . and it was the same user name I had input previously and that Experian had rejected!! I was then "locked out" due to numerous attempts to access the account!! You cannot get to a live person, cannot use their automated phone system or the remedies on-line. I need my credit report opened for a reason and they may hinder my plans because of their complete lack of regard for me as a person and their customer! Unbelievable! Contacting me weeks later does not help me today! They hold individuals ability to obtain credit in their hands and this is how they treat us! BTW, *********** and Equifax have always had live representatives to help you when you hit a brick wall like this. The contrast of these 2 companies compared to Experian is night and day! The executives and staff should be ashamed of the anguish , the financial ramifications and stress they create for people all the while holding all of the power. Somebody needs to do something! This is completely unacceptable.Experian Consumer Services
Date: 10/12/2022
Thank you for writing Experian(R) concerning your freeze and membership login concerns.Our records indicate you enrolled in our complimentary Experian CreditWorksSM Basic membership pm May 28. 2017 and the membership is currently active.On October 11, 2022, our agent attempted to call you using the phone number listed on your membership. However, that agent received a message that the phone number was no longer working. Our agent has also sent you an email to request a current contact phone number so that she can call and assist you. Please respond to that email so that our agent can help get the information corrected and you logged back into your membership.We hope this information is helpful when you consider this matter.Review fromJeff S
Date: 09/22/2022
1 starJeff S
Date: 09/22/2022
Awful, Confusing, Error filled, illogical, foreign accented help line (*****?)This is the worst of the 3 companies for freezing/unfreezing and account. Or even to open a free account - help desk can't make it happen.Experian Consumer Services
Date: 10/04/2022
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 ** by phone *************) or mail (ECA, ***************************** 75013).If you need help with enrollment, plus contact ** by phone at ************ to speak with a representative.We hope the above information is helpful to you in considering this matter.Review fromMonica M
Date: 09/22/2022
1 starMonica M
Date: 09/22/2022
Every time they suggest a card for me to improve my credit score and I apply for it, they come back and say it's High Risk and my score lowers. This is the type of scam activity that gets reported to the Better Business Bureau. Stop suggesting high risk cards to me and then Fico lowers my score and you claim no responsibility. I feel like ** being tricked into lowering my score Even Though they say theyre trying to help me. And Boost cant seem to find any payments on my accounts to Boost my score but can find everything else. Lastly, theyre quick to lower my score as soon as I use my credit card, even though I pay them off before they're due. Theyre slow to increase (my score rarely increases when I pay my card in full) when I pay them off This is not fair.Experian Consumer Services
Date: 10/03/2022
Thank you for writing Experian(R) concerning your score.Our records indicate you initially enrolled in our complimentary Experian CreditWorksSM Basic membership on December 3, 2018. Our records also indicate you upgraded to our Experian CreditWorksSM Premium for a short time and have gone back to the complimentary Experian CreditWorksSM Basic.Please note, we do not ***** or deny credit. Each credit *****or makes such decisions based on its own guidelines.Consumer credit reporting agencies, such as Experian, store information from credit *****ors and information contained in public records and supply this information to other creditors upon request. Credit *****ors send us updated account and payment information routinely. We update our records as soon as we receive the updated information.Regarding partner offers presented within our membership products, our Terms and Conditions state, in part: Please note that prequalification for a credit opportunity available through a third party does not guarantee approval, and you will need to submit an application with such third party if you choose to apply for a prequalified offer (and such application may result in a credit inquiry that can impact your credit score(s)).When selecting to apply, our website also advises the consumer that they will be redirected to the credit *****ors website to complete the application process, at which point the credit *****ors terms will apply. The following disclosure also appears in our Terms and Conditions: For complete information on any particular offer, see the terms and conditions on the issuer or lender's website. Once you click apply for any offers, you will be directed to the issuer or lender's website where you may review the terms and conditions of the applicable opportunity or offer before applying.Regarding the credit inquiry(s) you reference, by federal law, your personal credit report must list all organizations that have requested your credit history. In accordance with the Fair Credit Reporting Act, entities who have certified to Experian that they have a permissible purpose may inquire about credit information. Requests for your credit history remain on the personal credit report for at least two years.Credit scores are influenced by certain information on your credit report, such as: Your payment history (how you pay your bills, whether payments were made on time, how late payments were made, and how recently the late payments occurred). Credit usage (balances on your accounts compared to your credit limits, overall and on individual accounts). The balances on your accounts (amount you owe). The types and age of your credit (such as revolving accounts like credit cards, and installment accounts like auto loans, plus the length of time these accounts have been on your credit report). Recent credit (the length of time since the most recent account was opened on the credit report and the number of recently opened accounts, plus the length of time accounts have been on your credit report) Amount/percentage of available credit (your credit limits minus the balances on your accounts). Items that do not appear on your credit report will not affect your score.Credit scores consider a wide range of information on your credit report. They do not consider: Your race, color, religion, national origin, *** and marital status. U.S. law prohibits credit scoring from considering these facts, as well as any receipt of public assistance, or the exercise of any consumer right under the Consumer Credit Protection Act. Your age. Your salary, occupation, title, employer, date employed or employment history. However, lenders may consider this information in making their approval decisions. Where you live. Any interest rate being charged on a particular credit card or other account. Certain types of inquiries (requests for your credit report). The score does not count "consumer disclosure inquiries that reflect requests you have made for your credit report in order to check it. It also does not count "promotional inquiries" that reflect requests made by lenders in order to make you a "pre-approved" credit offer or "account review inquiries" that reflect requests made by lenders to review your account with them. Inquiries for employment purposes are not counted Regarding your concerns with Experian Boost, an account must be a utility or telecom (mortgages are not included) with at least three bills paid from the connected bank account over the last six months in order to be eligible for Experian Boost. Experian Boost also only picks up online payments and does not include check or cash payments. Additionally, Experian Boost requires that you have online banking with your bank or credit union. We cannot manually add accounts to your Boost program. Once you establish a link with your bank and Boost by signing in with your bank credentials on our site, the accounts are then identified by our program and presented to you for verification.There are instances where Experian Boost is unable to identify certain utilities, and in these instances the feedback received is provided to our development team. As we continue to improve it is possible that your utilities may become eligible. We suggest keeping your bank account connected as the system will continue to scan, and if at some point your utility or telecom payments become eligible you will be notified via email.We hope this information is helpful in considering this matter.Review fromVelecia H.
Date: 09/19/2022
1 starVelecia H.
Date: 09/19/2022
This company takes your credit card and assures they can help you and will report despites for you. One rep said if we report the dispute, it will take you to the front of the line of getting assistance . This is to keep you on board so they can get a fee. The third call was absolutely untrue. They do not dispute for resolution, they provide a website for you to do it yourself. Well, this is fraudulent because the information is not true. If youre not careful they have your credit card and will start billing if not cancelled. I wasted over three weeks depending and believing in their customer **********************. So fraud!Experian Consumer Services
Date: 10/17/2022
Thank you for writing Experian(R) concerning your dispute concerns.Our records indicate you are enrolled in our complimentary Experian CreditWorksSM Basic membership as of February 24, 2017, and that the membership is still active and free.Credit bureaus maintain separate records of consumers information. To dispute possible inaccuracies on their credit file consumers must direct their requests to each individual credit bureau. Under the Fair Credit Reporting Act (FCRA), you have the right to dispute the completeness and accuracy of the information in your credit file. For a summary of your FCRA rights, please visit http://ftc.gov/bcp/edu/pubs/consumer/credit/cre35.pdf Listed below is the dispute contact information for the Experian(R) credit bureau.Online Dispute: http://www.experian.com/dispute/Mail: ************************************ Telephone: ************** When you contact the appropriate credit bureau to dispute information on your credit report, be prepared to state the facts and explain why you are disputing the information, be able to supply the relevant account numbers and copies of any supporting documentation and request the deletion or correction of the information you feel is inaccurate.The FCRA mandates that the credit bureau with which you placed the dispute must respond to your dispute by contacting the source of the information and initiating an investigation. The credit bureau will ask the company or creditor (where possible) to check their records to verify the disputed information. Within 30 days, the company or creditor must respond to the credit bureaus investigation. The creditor or company may verify the account item as accurate, or they may ask the credit bureau to update or correct the item. Upon conclusion, the credit bureau will contact you with the results of the investigation.I hope the above information is helpful to you in considering this matter.Review fromMahogany B.
Date: 09/19/2022
1 starMahogany B.
Date: 09/19/2022
Worst customer ********************** experience Ive ever had. I put in an inquiry on the website and received several email responses from different people that wont read the email thread and continue to ask me the same questions. Everyone is not meant for CS work, and its like these people are repeating template scripts and not doing their actual job. DisappointedExperian Consumer Services
Date: 10/17/2022
Thank you for writing to Experian(R) concerning your Experian BoostTM concerns.Our records indicate you are enrolled in our complimentary Experian CreditWorksSM Basic membership since May 28, 2020 and the account is currently active. When reviewing your Experian BoostTM, our records indicate that you have several self reported accounts on your credit report at the time. However, your rent payments are not being picked up. Our agent reached out to you on October 17, 2022, to obtain some additional information. This information will be sent to our product team to assist in determining why your rent is not being added. Once our agent hears from the product team, she will contact you.We hope this information is helpful when considering this matter.Review fromJames F
Date: 09/17/2022
1 starJames F
Date: 09/17/2022
Experian doesn't do what they advertise. I have years worth of electric payments as well as phone bill. When trying to do the credit boost, Experian says that I don't have enough of a payment history, only showing that I have 1 phone bill payment and 2 electric payments. The bank account I have has been open and show's at least 1 1/2years of payments.Experian Consumer Services
Date: 10/14/2022
Thank you for reaching out regarding your concerns with Experian BoostTM.An account must be a utility or telecom (mortgages are not included) with at least three bills paid from the connected bank account over the last six months in order to be eligible for Experian Boost. Experian Boost also only picks up online payments and does not include check or cash payments. Additionally, Experian Boost requires that you have online banking with your bank or credit union. We cannot manually add accounts to your Boost program. Once you establish a link with your bank and Boost by signing in with your bank credentials on our site, the accounts are then identified by our program and presented to you for verification.There are instances where Experian Boost is unable to identify certain utilities, and in these instances the feedback received is provided to our development team. As we continue to improve it is possible that your utilities may become eligible. We suggest keeping your bank account connected as the system will continue to scan, and if at some point your utility or telecom payments become eligible you will be notified via email.In the meantime, if your phone and electric payments meet the above requirements, please send the following items 1. A copy of your online payment of each account for the last three months; this must include the description as it reads on your online banking so that we can note the exact details for each account 2.Please add a letter stating your name, membership ID, your financial institution that you have connected to BoostTM, and your contact information.You may fax the information to Experian Consumer Affairs at **************. You may also send via mail to: Experian Consumer Affairs, ************************************** hope this information is helpful to you when considering this matter.Review fromJohn S
Date: 09/16/2022
2 starsJohn S
Date: 09/16/2022
Trying to talk to a real person is impossible anytime. I have been trying to unlock my account for almost 3 months. Now all the message says is that you account has been locked for 24 hours after repeated failed attempts to log onthis wasnt by me and when I try 24 hours later I first try to do the forgot password and still get the same message after repeated failed attempts to log on your account has been locked for 24 hours try back later. I have tried calling the number provided and get automated response in which they tell me to how to gain access by selecting forgot password or I can request they provide instructions, via snail mail, to do the same thing I have been trying for months. I would like to say they have terrible customer ********************** but I have never spoken to a real person and when I try, I am told via recording that my issue doesnt reach the level for talking to a representativeI wonder if they even have representative. Your product is useless if I am unable to unlock and gain access to it because of your processes.Experian Consumer Services
Date: 10/14/2022
Thank you for writing Experian(R) concerning your login issues.Our agent has reached out to you via email to obtain a phone number to contact you so that she can assist with your login. Once you reply to the email she sent she will give you a call to assist.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.Review fromElena A
Date: 09/15/2022
1 starElena A
Date: 09/15/2022
I placed a freeze on my credit a couple of years back as a safety measure and couldn't for the life of me figure out where I wrote down the pin. I contacted ********************** and followed their robotic assistant instructions to retrieve my pin to the letter. I sent a handwritten request complete with all the personal information I was told to provide and copies of my government-issued photo ID and recent bank statement with name and address showing. I sent it via certified mail with return signature request. I got the return signature and then a week later a generic letter from Experian with the SAME instructions on how to request my pin. These people are unbelievable! Especially when you realize that their customer ********************** is virtually non-existent since the only thing you'll be talking to is a VERY limited robot. So instead of wasting my time and money to send them a new set of my very sensitive, personal info, I contacted TransUnion who does have human beings available and my issue was quickly and painlessly resolved. If you value your time and sanity stay away from Experian. They ****.Experian Consumer Services
Date: 09/19/2022
Thank you for writing Experian(R) about your credit freeze.We recently updated our processes for administering security freezes. To add or remove a security freeze, a consumer must initially 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 complimentary product of Experian, which provides consumers access to their Experian report and FICO(R) Score once every 30 days, free of charge, 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 cannot or choose not to access our online service, you can contact us by phone *************) or mail (ECA, ***********************************) to manage your security freeze. We hope this information is helpful when considering this matter.
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