Consumer complaint received 2016-03-23
Company: Experian Information Solutions Inc.
State: OR
Product: Credit reporting
Issue: Credit monitoring or identity protection
Sub-issue: Account terms and changes

Complaint:
As the facts below show, Experian appears to be engaging in a deliberate, deceptive scheme to falsely advertise their products and services. They are promising people daily access to their updated credit reports and scores as part of their membership, then saying that they can have a seven day trial membership for {$1.00}, but when people pay the {$1.00}, Experian only provides a one-time report and score, saying they can not have daily updates until the trial period elapses. I have spoken with the highest supervisor available by phone ( XXXX, corporate ID XXXX, XXXX/XXXX/16 ) ; she confirmed and upheld their policy and advised she would forward my concerns on to Experian 's legal department to see if " maybe they can make it more clear. '' With that being a vague and unsatisfactory resolution, I decided to file this complaint. 

1. On XXXX XXXX, 2016, while on the Experian.com website, I observed an advertisement for " What 's your FICO ( R ) Credit Score? 
Now get your FICO Score and Experian credit report for {$1.00} '' ( SEE SCREENSHOT ATTACHED ) 2. The advertisement further stated : " Important information : When you order your {$1.00} Credit Report & FICO ( R ) Score, you will begin your 7day trial membership in Experian Credit TrackerSM. If you do n't cancel your membership within the 7day trial period*, you will be billed {$21.00} for each month that you continue your membership. You XXXX cancel your trial membership anytime within the trial period without charge. '' XXXX The credit monitoring benefit may only be available for 5 days during your trial period since enrollment can take up to 48 hours. You may cancel your trial membership any time during your first 7 days without charge. 
( Currently accessed at : http : //www.experian.com/ ) 3. I enrolled, paying the {$1.00}, and receiving my credit score and report dated XXXX/XXXX/16. 
4. The enrollment page states : " Your {$1.00} Experian Credit Report and XXXX Score includes : Instant online access to Experian credit report and XXXX Score '' SEE SCREENSHOT. 
( Currently accessed at : XXXX ) 5. On XXXX/XXXX/16, I accessed my online account ; however, did not receive an updated credit report or score. 
6. I checked the online Frequently Asked Questions, to confirm that a membership is supposed to include daily updates, as was suggested when I signed up. 
" How do I refresh my Credit Report? 
As an Experian Credit Tracker member, every time you sign in, your Experian Credit Report is automatically updated. No need to do anything. And best of all, this member exclusive feature is available to all Experian Credit Tracker members at no additional charge. '' ( SEE SCREENSHOT ) 7. On XXXX/XXXX/16, I attempted to call by phone, but their call center was not open. I did attempt to cancel, but accepted a retention offer through the automated system for a XXXX percent discount on the monthly rate, which would be available to me for five years. 
8. On XXXX/XXXX/16, I called and spoke with a representative who, at first, attempted to help me download my credit report. When I did, it was still the XXXX/XXXX/16 report ( SEE ATTACHED PDF ). When I stated this, she then revealed an updated report would not be provided during the trial period. I stated that this was concerning to me, and requested a supervisor. 
9. On XXXX/XXXX/16, I spoke with a supervisor, XXXX, corporate ID XXXX, who confirmed their position that updated reports and scores would not be available. 
10. I advised XXXX the company 's website and representations were therefore misleading. 
11. XXXX said Experian 's position is the following statement -- '' Instant online access to Experian credit report and FICO Score '' -- means only one time for trial members because it does n't say daily updates. 
12. However, that is misleading, if not ambiguous, especially when read in conjunction with the references to trial members as " members, '' and the FAQ page which promises daily updates for members.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation