Consumer complaint received 01-01-2018 about Credit reporting, credit repair services, or other personal consumer reports (Credit reporting) with Experian Information Solutions Inc. (CA).
Issue: Credit monitoring or identity theft protection services
Sub-issue: Billing dispute for services

Complaint: Due to multiple issues involved with my poor credit or lack of credit, in connection with building my credit worthiness, I signed up for the Experian 's Free Credit Works account. 

I was able to finally finance a new car, but needed to have some information updated that was causing a negative effect on my life. So after I had information updated and paid off the only credit card I ever had, I decided to look into ways to monitor my credit through Experian. 

After using their website and app, I signed up for a free 7 day trial for " Experian Credit Works 3-Bureau Credit Report and Fico Scores '' account on XX/XX/XXXX. 
I did n't cancel the service because I was learning more on how to improve my credit score and really liked the way I could monitor the activity, which updated daily. It also showed me different ways of how my score could be impacted negatively and positively. 

XX/XX/XXXX charged XXXX for the monthly service fee to use their 3-Bureau Credit Report/Scores. 
XX/XX/XXXX Charged XXXX XXXX Charged XXXX XX/XX/XXXX Charged XXXX, then was unable to access my account. When trying to log on, account said cancelled. 
XX/XX/XXXX Charged XXXX still unable to access account XX/XX/XXXX Still unable to access account XX/XX/XXXX Charged XXXX and still not able to access account. 

Contacted customer service and was able to get back into my account after an hour on the phone with the representative. After a couple of days again, I had no access into my account that I had paid for. 
Due to other issues in my life, in addition to working, going to school, and trying to keep a roof over our head, I did n't have time to call and dispute every error, nor did I have the energy. 

I kept receiving emails that I have new notifications on my credit report and to log in to see my notifications. Each time I tried to log in, I was sent to their page to update my billing information. 

Struck me odd since I paid each month and still had no access. The only way to see what was being reported was to try accessing my file with an old dispute number. 

XX/XX/XXXX charged XXXX-no access-but Experian kept trying to take XXXX at least 5 separate times, my account luckily declined each time the tried to charge my card, but once I had money available, Experian pulled it from my account, still no access. 
XX/XX/XXXX charged XXXX-again no access into my account. When you call their customer service number I 'm waiting for over 1 1/2 hours. I do n't have time to keep updating my payment history, especially when the payments are processing. 

Not only are they taking my money, not allowing access into my account, but there is no option to cancel the service, which is why they have been charging my card. When the service works properly, I love it. Unfortunately, this has gone too far and caused to many problems with my finances, my family and has caused various arguments within my family. 

To top it all off, I still ca n't get items to be processed and updated through their credit dispute forms. I have submitted official documentation, letter heads, certified mail just to support my position on the items that should be updated.

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 monetary relief