1.3
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I bought Experian Expert 4 days ago with my usual card and was charged £14.99 but then got an error. I was charged yet I don't have the Experian Expert subscription.
I always used to subscribe without any issues up until now.
There is no number to call and I emailed Experian on the 10th yet still no answer. I want a refund or my Experian Expert report!
Update 26/10/24: Finally managed to contact them on 21/10 but this is the documentation they say they need in order to issue a cheque for a £14.99 refund to the estate. Talk about making life difficult for people:
A copy of the death certificate
A copy of either:
A Grant of Probate
Grant of Letters of Administration
Certificate of Confirmation
A Grant of Confirmation
A copy of the deceased’s will showing they are the executor
A photocopy of either your passport, birth certificate or full driving licence
2 original or copy documents linking you to the address that you wish the cheque to be sent to, dated within the last 3 months.
________________________________________________
It's impossible to contact them to cancel the account/subscription of a person who has died. Ridiculous. How to make life harder for people in an already difficult situation!
Got a recommendation from Experian to take out a new credit card with a low APR, Stated that its pre approved and that success on application was 100%. So I applied and went through a credit check to be told I was not approved. This credit check has now knocked my credit score down. If Experian have all my credit references then how can they state pre approved and they recommend I apply. Total con with me losing out. Be aware if they recommend something. Its a con
Taking money from my account for over a year..they must know exactly what they are doing, profiting from people not reading the small print or who forget to cancel (pretty sure it was my broker who should have cancelled). Absolute crooks. Their telephone system feels like it’s designed to make you want to give up trying to get in touch. For balance, the gentleman I eventually got through to was helpful, I imagine he deals with calls like this all day.
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United Kingdom
1.3
232 reviews
Replied to 100% of negative reviews
Typically replies within 1 month
I bought Experian Expert 4 days ago with my usual card and was charged £14.99 but then got an error. I was charged yet I don't have the Experian Expert subscription.
I always used to subscribe without any issues up until now.
There is no number to call and I emailed Experian on the 10th yet still no answer. I want a refund or my Experian Expert report!
Date of experience: October 10, 2024
Reply from Experian UK
Hi JB
Thanks for sharing your comments with us. I’m sorry you’ve had issues upgrading your account recently.
I just wanted to make sure you have the right contact email for us: customerservices@experian.co.uk and please include your full name, date of birth, full address including post code and email address linked to your account.
This will help us locate your account and investigate this issue for you. As you state you have already emailed us, if the details are correct, we usually respond within 3 -5 days.
Our digital team will be in touch shortly.
Kind Regards
Monique
Customer Relations
Update 26/10/24: Finally managed to contact them on 21/10 but this is the documentation they say they need in order to issue a cheque for a £14.99 refund to the estate. Talk about making life difficult for people:
A copy of the death certificate
A copy of either:
A Grant of Probate
Grant of Letters of Administration
Certificate of Confirmation
A Grant of Confirmation
A copy of the deceased’s will showing they are the executor
A photocopy of either your passport, birth certificate or full driving licence
2 original or copy documents linking you to the address that you wish the cheque to be sent to, dated within the last 3 months.
________________________________________________
It's impossible to contact them to cancel the account/subscription of a person who has died. Ridiculous. How to make life harder for people in an already difficult situation!
Date of experience: October 04, 2024
Reply from Experian UK
Hi Catherine
Thanks for sharing your feedback with us.
Firstly, I’d like to apologise for your loss. I’m sorry you’re having difficulties contacting us at this already difficult time for you.
If you would like to contact us at: customerservices@experian.co.uk with the name, address including post code, date of birth, along with their email address(es) and we will be happy to pick this up for you and get this actioned.
If you don’t know their email address linked to their subscription, the name, date of birth and address will be enough. Also, if you can attach the death certificate, we may be able to look into a refund for the payments taken since passing.
I hope this helps and again I’m sorry for your loss.
Kind Regards
Monique
Customer Relations Team
Got a recommendation from Experian to take out a new credit card with a low APR, Stated that its pre approved and that success on application was 100%. So I applied and went through a credit check to be told I was not approved. This credit check has now knocked my credit score down. If Experian have all my credit references then how can they state pre approved and they recommend I apply. Total con with me losing out. Be aware if they recommend something. Its a con
Date of experience: August 30, 2024
Reply from Experian UK
Hi Mark
Thank you for taking the time to leave feedback. I'm sorry to read about your recent experience.
If you’re pre-approved you’ll usually be successful when you apply, but it's not guaranteed. The company always has the final say.
If you would like us to look into this further for you please your details to customerservices@experian.co.uk. Also if you still have the pre-approved information please include this too.
Kind Regards
Rae
Customer Relations Team
Taking money from my account for over a year..they must know exactly what they are doing, profiting from people not reading the small print or who forget to cancel (pretty sure it was my broker who should have cancelled). Absolute crooks. Their telephone system feels like it’s designed to make you want to give up trying to get in touch. For balance, the gentleman I eventually got through to was helpful, I imagine he deals with calls like this all day.
Date of experience: June 25, 2024
Reply from Experian UK
Hi,
Thank you for taking the time to leave your feedback.
If you chose to sign up for our paid services, we do make you aware of how you will be charged before we take payment and what to do should you wish to cancel your subscription with us.
I'm sorry you experienced issues when trying to reach us by phone.
If you need to reach us in the future, you can do so here https://ins.experian.co.uk/contact
Kind regards,
Caity
Customer Relations Team
Never missed a payment in 4 years ...in anything
Bad score
Date of experience: June 07, 2024
Reply from Experian UK
Hi Martin,
Thank you for taking the time to leave your feedback.
Your Experian Credit Score is based on the information held within your Experian Credit Report.
There are a number of factors that can impact your Experian Credit Score.
If you haven't already, you may want to view a copy of your Experian Credit Report to check it for its accuracy.
You can order a copy of your free Experian Statutory Credit Report here https://www.experian.co.uk/consumer/statutory-report.html
Once you've seen your Experian Credit Report, if something doesn't look right, please reach out to us https://ins.experian.co.uk/contact
Kind regards,
Caity
Customer Relations Team
Update to my previous, the score boost is still a con. Score up one day then removed the next with no time for them to get any information.
I believe Experian keep the scores down to convince people to use their credit matcher. Scores with other credit reference agencies have no comparison to Experian whose score are always much lower
Date of experience: May 28, 2024
According to Experian, they are given information about you by third parties. If that information is wrong, they ask the company to review or amend the information. However, if said third party company decides not to change the information or refuses, Experian can't do a thing about it, so the disgruntled company can ruin your credit status until you have to pay a solicitor to put things right.
What exactly is in place to stop such actions towards individuals ? Nothing, absolutely nothing !!!
Laws and regulations should be there for everyone, not just individuals.
This is far from acceptable, and borderline illegal, and no ombudsmen service or FSC company are bothered
Date of experience: April 11, 2024
You need experian, if nothing else, to make demented people look good. With credit score my score is 100 points above UK average. With 7 years without missing a payment, my score with experian is classed as "bad". How can that be possible? My advice to experian is to use the money they steel to have a brain transplant.
Date of experience: April 02, 2024
Gives inaccurate score, forces you to pay the subscription to change or update the information that affects the score. Will stick to the score provided by my bank.
Date of experience: December 12, 2023
Paid £15 for premium service yesterday and money has been taken out of my account, however I'm still stuck on the basic version and have no access to premium features. There is no way of contacting anyone as everyone is off but j need the service now.
Date of experience: December 31, 2023
I have had both the free and paid accounts with credit expert. Forgot details and when tried to log in and change details and also tried to set up a new account it says I’ve had account suspended and they have no details.
Terrible service just to try update my file
Date of experience: November 21, 2023
Signed up for a trial and then cancelled and the company still charged £15 pound for the max tier they provide. I am looking for refund. Don’t let the company get away with this if this happens to you. If they don’t refund you. Email the financial ombudsman and explain to them what they have done to you at financial-ombudsman.org.uk/
Date of experience: September 30, 2023
How about stealing your personal information and then selling it back to you and other businesses for profit
Experian profit-driven approach puts individuals and businesses at risk, turning what should be a safeguarding of personal information into a money-making scheme.
Date of experience: September 13, 2023
When accuracy and accountability is no longer a requirement. priority
When an organisation is authourised to hold our personal, financial data and disclose this, without our consent, to others, it is vital that the data they hold is accurate. These organisations should be held accountable if they disclose misleading information about us, especially if we suffer as a result. Experian, consulted by any financial organisation we have dealings with, are just one of these approved organisations but do not seem to take on board the necessary accountability for their activities.
I hold current and savings accounts with a major UK bank. Having recently downsized following retirement, these savings, despite recent low interest rates, help to spplement a basic retiement pension. To keep things tidy I also applied for one of their credit cars to replace my existing one.
This application was refused. But I was surprised to receive a letter from them apologising for the refusal, telling me they had no choice having received a negative response to their financial reliability investigation. The letter suggested I contact Experian to discover what this information consisted of. As far as I am aware I have no debts, no Court Judgements, nobody chasing me for payments.
Experian acknowleged my request to them for the data they are holding about eight weeks ago. No reply came so I contacted them again. Still no response, So I cannot know if what they are saying about me is true or not.
I should not have to pay a lawyer to apply to a Court to discover if they have got hold of a lie; but it seems there is no other choice - unless, of course Experian were to understand the damage they can cause and to take their accountability seriously
Date of experience: 23 August 2023
Date of experience: August 22, 2023
WHAT IS GOING ON HERE. I NEARLY SIGNED UP FOR A FREE TRIAL ON THE ADVICE OF MY PENSION COMPANY. I DID NOT THINK I WOULD BE CHARGED A MONTHLY FEE. THANK GOD I READ TRUST PILOT REVIEWS. I THOUGHT THIS COMPANY WERE LEGIT AND USED BY ALL THE BANKS BUT IT LOOKS LIKE THEY ARE JUST AFTER YOU MONEY.
Date of experience: August 04, 2023
I signed up for the free trial of the CreditExpert service and, when I realised I didn't need it for what I thought I needed it for, I tried to cancel the trial through both the app and the website. I was met with error messages and couldn't cancel, so called customer services (weeks before my free trial ended), who told me they'd cancelled it there and then and I wouldn't be charged. Happy days. The end of my free trial comes around and a payment is taken from my bank account. Contacted customer services in writing and I'm told that as per their terms and conditions they cannot give me a refund as it wasn't cancelled before the end of my free trial, of course they have no problem cancelling it after I've paid though. I had no way to cancel on my own and the customer service representative lied to me and told me they'd cancelled when they evidently hadn't, forcing me into a payment I had no intention of making.
Date of experience: July 14, 2023
This credit agency company is completely rubbish I fill a form for a credit card from Tesco and I was refused.My credit score is good in Trans Union 615 out of 710 the best credit agency
ever. Probably if I was a paying costumer to Experian UK was a different story .
Unfair , damaged and ridiculous .
Not recommend the services of Experian .UK to anyone.
Date of experience: July 15, 2023
Paid £14.99 for full service to daily monitor and increase credit score. Waste of money as far I can work out. You only get one boost a month ! on the Experian free, this will pick up info anyway when companies update them. Why bother checking score each day if only updates info once a month ? Downgraded to lower tariff and now want to go free again, but can't go free as already downgraded this month ? What a scam
Making money out of info that is free info other credit scorers don't charge for.
Date of experience: June 04, 2023
I agree with all the previous reviewers, this company needs reporting to the ombudsman, has been absolutely useless on sorting out my disputes with 3 (another dreadful company) and as a result my credit score has gone from Excellent to poor in 2 Months, how is that possible? this company should not hold as much sway with lenders,
Date of experience: May 24, 2023
Completely rubbish website showing everything incorrect,taken 15£ for nothing is taken off you points,completely SCAM…!!!!
Date of experience: May 21, 2023
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