Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair 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 been experiencing two issues with Experian IdentityWorks and send them an inquiry two weeks ago asking for a reply and have yet to hear from them. I have had issues logging in where I repeatedly receive error messages that I have been logged off for inactivity and secondly where I received an email about the **** hack and whether it was valid or not because the access code provided in the email does not work when I enter it in through the Experian website. The lack of response from a Company that is supposedly monitoring the security of my accounts is extremely disturbing. The email was sent to ******************************** which is identified on their website

  Business Response

  Date: 05/30/2024

  Thank you for writing and expressing your concern regarding your membership with Experian(R). Our representative left a voicemail requesting to reach you at 12:45 PM CST, May 29, 2024. At this time, we would like to express our regret that your experience with Experian 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: 05/30/2024

  Complaint: 21669711
  
  I am rejecting this response because:
  I did receive 3 voicemails within a period of several minutes from a cell phone number . I looked up the number that I was told to call back to and there were reports of spam for that number. In addition, I tried to call the number and the first question that was asked was to provide my social security number for verification. I am not going to provide such information when I am not sure what it is. I ran into a similar instance with ********** where I received phone calls where to caller ID said Chase and it was a FRAUD.

  At this time I was able to now log into my account without getting error messages. So I need to know if the following activation code is valid: for the *** breach HCC58MGMTP

  Regards,
  
  *******************************

  Business Response

  Date: 06/05/2024

  Thank you for expressing your concerns regarding Experian(R). Our representative attempted to contact to on May 29, *************************************************************** something. If you still need help with this, please contact our rep using the information provided to you by voicemail. We value the input from our customers and assure you we will give serious consideration to the issues you presented to us.  It is through information provided by customers as you that we are able to improve our products and memberships.

  Customer Answer

  Date: 06/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:09/20/2022

  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 was notified by IDX MyIDCare of a probably ID theft case a month ago. On 24 August a Restoration Specialist (name withheld) with CDID. a part of Experian, reached out by email and requested dates/times for a call. The specialist called at a time specifically not provided when I was on a business call, and then sent an email apologizing that she was unable to reach me. Since then I have tried multiple times to establish contact, left messages and am getting absolutely no response. MyIDCare even tried to set up a conference call and the specialist would not get on the line.My computer was hacked recently and I was scammed. I think this is a likely a separate issue but am anxious to get this resolved. The CSID Fraud Restoration Specialist has been totally unresponsive.

  Business Response

  Date: 09/29/2022

  Thank you for writing and expressing your concerns regarding your membership with Experian.  Experian prides itself on providing an excellent customer experience and vigilantly strives to provide the highest standards of customer care and satisfaction. 
  
  Our records indicate that our representative initially attempted to contact you on August 24, 2022, to address your concerns, but was unable to reach you.  At that time, an introductory email was sent to you that contained contact information for the Fraud Resolution Specialist working with you.  Our records further indicate that our representative made subsequent attempts to contact you on August 25 and August 31, 2022,without success.

  If you are still in need of assistance, please contact your Fraud Resolution Specialist using the information that has been provided to you by email and voicemail.
  
  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.

  Customer Answer

  Date: 10/03/2022

  Complaint: 18052166
  
  I am rejecting this response because:  The agent at CSID contacted me and we set up a call for 03 October (this morning) at 8:15 CST. I was by my phone 30 minutes prior. She never called and then sent a standard message at 8:20 saying sorry we missed you.

  I know she has my number as she contacted me by phone initially.  Now I must depart for a business meeting.

   

  Complete waste of my time and beyond frustrating!
  
  Regards,
  
  *************************

  Customer Answer

  Date: 10/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The complaint that I filed against CSID (part of Experian) has now been resolved.
  
  Thank you for the great support it helped!
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/04/2022

  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 an account with experian ID works. I contact them because I wasn't able to access my experian account to freeze my credit. I spoke to an individual that verified my SS# on. 4 different occasions. during the phone call and asked me dozens of security questions of which I successfully answered correctly. She said she would help me to fix the issue. After 22 minutes she comes back to the line and says I need to call the ************ number to fix it. I know you can not. reach a human to help. on that line. All it provides is an automated message whether your credit is frozen or not. It would provide absolutely no help to resolve the issue. She was very. dismissive and did not. provide the service paid for. I asked for a supervisor and she would not transfer me to one, saying one would call me back in 48 hours. I am. so dissatisfied with. the level of service than unhelpful attitude of the "customer service" people.

  Business Response

  Date: 08/13/2022

  Thank you for writing Experian(R) about your Experian IdentityWorksSM membership.
  
  Our agent reached out to you on August 10, 2022, to assist you with your membership and adding a freeze to your credit file.  During the contact with our agent, you declined to verify information that would have allowed him to assist you with your freeze set up.  You asked to be transferred to your other membership.  Our agent gave you the phone number of ************ to contact about your IdentityWorksSM membership, if you needed to do so in the future.  Our agent transferred you and you were able to enroll in Experian CreditWorksSM Basic and set up a freeze on your Experian(R) credit file.
  
  We hope this information is helpful when considering this matter.

• Initial Complaint

  Date:07/07/2022

  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 identity theft protection through myIDCare, and they recently assigned a potential identity theft case regarding my young child to a CSID restoration specialist (T'*****************************). I have left voice mails, sent more than a dozen emails, etc. and they have all gone unanswered (or the specialist promises to call and then doesn't). More than two weeks later, I am still waiting to connect with this specialist. I really wish myIDCare had not partnered with CSID, as they do not seem to take issues of identity theft seriously enough to even return an email or phone call.

  Business Response

  Date: 07/13/2022

  Thank you for writing to Experian(R)about the possible identity theft for your daughter.
  
  Our agent reached out to you on July 13,2022 to assist and answer your questions concerning the possible identity theft.  You are to be sending that agent some documents and have already discussed the next steps needed for the resolution of this issue. 
  
  If you have any additional questions or concerns, please reach out to this same agent for assistance.
  
  We hope we have addressed your concerns to your satisfaction.

  Customer Answer

  Date: 07/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this (proposed) resolution is satisfactory to me.  I would like to note that the matter is still ongoing, but to date, the business has been proactive in addressing my concerns ... filing my complaint with the BBB seems to have spurred them into action.
  
  Regards,
  
  *****************************