Credit Report FAQ

Membership

What do I get with membership in CreditReport.com?

As a CreditReport.com member, you enjoy the following benefits:

  • Daily Credit Monitoring and Alerts
  • Bi-Monthly Score Monitoring and Alerts
  • Fraud Resolution Support
  • $50,000 Product Guarantee*

*Due to New York state law restrictions, the CreditReport.com Guarantee cannot be offered to residents of New York.

How much does the CreditReport.com membership cost?

Membership in CreditReport.com costs $24.95 per month. You may cancel at anytime; however, you will not be eligible for a refund for your membership fees.

How do I cancel my membership?

To cancel, please contact Customer Care at 1-877-297-7790.

Ordering and Billing

Will ordering my Credit Report hurt my score?

No, it won't. When you pull your own Credit Report, it's called a "soft inquiry". Soft inquiries do not impact your credit at all, and don't even show up on your Credit Report.

A "hard inquiry" is placed on your Credit Report when a company reviews your credit as part of an application. Having too many hard inquiries could mean that you are overextending yourself and could potentially lower your score.

Is the transaction safe?

Yes, the process of sending and receiving your information is encrypted using Secure Socket Layer (SSL) encryption. This technology helps ensure that your credit card and other sensitive information are protected. Preferred web browsers are Internet Explorer 6.0+, FireFox 2.0+, and Safari 3.0+.

What do you do with my private information?

We take privacy and security very seriously. The information that you provide during the order process is used to verify your identity and remains in our system. Your Credit Reports and Scores are stored in our system to be viewed by you on the website. Under no circumstances will we use, resell, or provide your credit information to any third-party marketers. If you call one of our Customer Care Representatives, they do not see your Credit Reports unless you give them specific permission to do so. Please see our Privacy Policy for full details about how we protect the information you submit to us.

Why is there a charge for $1.00 on my credit card from you when I'm still in my free trial?

You will be asked for valid credit information when you sign up for the free monitoring trial. CreditReport.com will verify your credit card information before processing your order. An authorization in the amount of one dollar will be performed on your credit card to make sure it is valid and in good standing and the one dollar authorization amount may count against your credit or debit limit. Additionally, your credit card will be charged a non-refundable $1.00 fee, plus any applicable sales tax, for your Credit Reports. Additionally where indicated, the $1.00 fee will be donated to a worthy charity. However, CreditReport.com will not bill you the monthly membership price of $24.95 until the free trial period has ended.

Can you explain how the donation works?

As part of regulation regarding the marketing of free Credit Reports, we are charging a low fee of $1 to provide consumers their Credit Reports during their trial membership with CreditReport.com. Where indicated we have decided to donate these Credit Report fees to charity.

Where does my $1 donation go?

CreditReport.com has a dedicated community improvement program committed to making an important difference in each of the communities in which we operate and live. CreditReport.com uses these donations to lend financial support to a number of qualifying public charities. Some recipients of our funds include schools, community involvement programs and volunteer fund raising.

Do you offer me a receipt for my $1 donation? (For claiming on taxes)

The $1 fee that you're charged to see your report is an actual fee and not itself a donation. We are taking the fee and as a gesture of goodwill, donating to charitable causes on your behalf. Because of this, no receipt is provided for tax purposes. Also, because it's a fee we have to charge applicable sales taxes.

Do I have to pay sales tax?

That depends on the state in which you reside. Certain orders may be subject to sales tax based on specific laws in your state of residence. Sales tax may be included on membership orders and any additional fee based reports and scores that you purchase.

The address you provided during the order process is used to determine whether sales tax applies to your order(s) and if so, at what rate. Since sales tax rates may change over time, you might notice minor fluctuations in the membership fee.

Keeping your address up-to-date in our system will help ensure the sales tax is calculated accurately during each billing cycle. You can easily update your address information anytime from the Personal Information page. You may also contact our Customer Care Team at 1-877-297-7790 for address changes.

Can I get my Credit Reports by mail?

Unfortunately, we cannot provide Credit Reports by mail at this time.

I don't have a credit card. Can I still purchase an online credit report?

Currently, we only accept credit card payments. Our system is not set up to accept checks or cash at this time. We apologize for any inconvenience.

Can I order someone else's Credit Report?

No. It's a federal crime to obtain a copy of someone's Credit Report without their permission, punishable by a fine and/or imprisonment.

Your Legal Rights

What is the Fair Credit Reporting Act?

The Fair Credit Reporting Act (FCRA) is the law passed by Congress defining your legal rights in regard to your Credit Report. Among other rights, the FCRA says:

  • You must be told if information in your Credit Report has been used against you.
  • You have the right to know what is in your Credit Report.
  • You have the right to dispute incomplete or inaccurate information.

For more information, visit the Federal Trade Commission's webpage about the FCRA. (http://www.ftc.gov/os/statutes/fcrajump.shtm)

What is the Fair and Accurate Credit Transactions Act?

The Fair and Accurate Credit Transactions Act (FACTA) was signed into in 2003. FACTA was a revision to the Fair Credit Reporting Act (FCRA) and allows consumers to get one free Credit Report from each of the three national bureaus once a year from AnnualCreditReport.com.

For more information, visit the Federal Trade Commission's webpage about the FCRA. (http://www.ftc.gov/os/statutes/fcrajump.shtm)

What is the Credit Repair Organizations Act?

The Credit Repair Organizations Act (CROA) was signed into law in 1996 and governs the business and advertising practices of companies claiming to offer "credit repair" services. Prior to CROA, there were some companies that took advantage of consumers and profited on advice that actually hurt consumers instead of helping them.

Be very careful when dealing with any company that offers to "fix" or "clean" your credit for money. Many of the services these agencies offer are things you can do for yourself at no cost, such as filing disputes with the credit bureaus.

For more information, visit the Federal Trade Commission's webpage about CROA. (http://www.ftc.gov/os/statutes/croa/croa.shtm)

Is this where I get the free Credit Report from the government?

No, that is a different site called AnnualCreditReport.com.

Credit Reports

What is a Credit Report?

A Credit Report is a snapshot of your experience with credit-related accounts. Aside from some basic personal information, like your name and address to help identify your report, there are three main types of information on your Credit Report:

Public Records: Court-related information, including bankruptcies, state and county court records, tax liens, monetary judgments and, in some states, overdue child support payments.

Credit Inquiries: Names of businesses or individuals that have obtained a copy of your Credit Report, including lenders, landlords, and employers.

Accounts: Payment history on all your Real Estate, Installment, and Revolving Credit Accounts.

Which bureau's Credit Report do you provide?

CreditReport.com provides you with access to your Experian, Equifax and TransUnion Credit Reports.

How often do you refresh my Credit Reports?

There are very specific laws for your protection that prohibit anyone from accessing your Credit Reports without your permission, and that includes us. While we do periodically update your Experian Credit Score and some summary information automatically, we never refresh your Credit Reports unless you specifically give us permission to.

How long is my Credit Report available?

To protect your privacy, we only keep copies of your Credit Report for 30 days. This is the same for an Experian Credit Report and for a Three Bureau Credit Report.

If you need to keep a copy of your Credit Report for longer than 30 days, you can print out your report.

What should I do if there's a mistake on my Credit Report?

If you see something that is incorrect on your Credit Report and want it corrected, you have two options available. You can either contact the company reporting the incorrect information directly or you can file a dispute with the credit bureau. More information on filing disputes, and access to the Experian Online Dispute is available in the Dispute Center.

What should I do if there's something on my Credit Report that hurts my Credit Score?

In 1996, Congress passed a law called the Credit Repair Organizations Act (CROA) that limits the ability of many organizations from offering "credit advice". While we do offer a great deal of credit-related education throughout the website, we are unable to provide any direct advice on how someone could improve their credit.

For more information, visit the Federal Trade Commission's webpage about CROA. (http://www.ftc.gov/os/statutes/croa/croa.shtm)

Why doesn't the information on my Three Bureau Report match from bureau to bureau?

The three national credit bureaus do not share information with each other, so if your creditor only sends information to one or two of the bureaus or only pulls an inquiry from one bureau, then the information won't appear on all three reports. The three bureaus also have different formats for the way they collect and store data, so sometimes information for the same account may appear differently from one Credit Report to another. This is why scores are sometimes different from one bureau to another.

Will my spouse's name and information appear on my report?

There is no such thing as a "joint" Credit Report. Every Credit Report is specific to the individual. However, if you are both listed on an account (as co-owners of the account or as authorized users) then that account would appear on both of your Credit Reports.

What is Adobe Reader and why do I need it to print my report?

Adobe Reader is a software program used by hundreds of thousands of companies to view files called PDFs. PDF stands for Portable Document Format. You probably already have Adobe Reader on your computer. Many computers come with the program pre-installed. If you do not already have Adobe Reader on your computer, you can install it for free from adobe.com. (http://www.adobe.com/products/reader/)

We use Adobe Reader for the printable version of the Credit Report because it provides the cleanest, easiest way to print the report. If you try to print the online version of your Credit Report, the print out would contain awkward page-breaks and would use extra ink for all of the background images on the website.

Credit Scores

What is a Credit Score?

A Credit Score is a number based on the information in your Credit Report. It is similar to a grade you would have gotten in school, but instead of right and wrong answers your Credit Score is based on positive and negative credit history. Paying your bills on time and using your credit responsibly builds a positive history while paying bills late and being irresponsible with your credit builds a negative history.

There are many different ways to calculate a credit score. CreditReport.com uses the PLUS Score calculation, which is the standard calculation offered by Experian.

How often do you update my Credit Scores?

You first get your Experian, Equifax and TransUnion Credit Scores when you sign up for your membership. After that, you'll have the ability to request updated Credit Scores every 30 days after.

Additionally, we'll update your Experian Credit Score automatically twice each month.

How do I use the Score Center?

The Score Center has three different pages where you can track your Experian score over time, understand the factors that determine your score, and estimate possible changes to your score. Your most recent Experian score is always available in the top right of the Score Center.

On the Track Your Score page, there is a graph showing how your Experian score has changed over time. You can use the dropdown menu to highlight the last three months, or view your complete history from the beginning of your membership. You also have the option of seeing your score history in a list format.

On the Understand Your Score page, we have provided a list of the factors that primarily contributed to your most recent Experian score (positive and negative). They are displayed in order of impact, with the first entry being the factor that affects your score the most. You can also re-sort to display negative and positive factors separately.

On the Estimate Your Score page, you can project how your Experian score may change based on various credit behaviors. Using a dropdown menu, it allows you to simulate changes to your Credit Report.

How long are my Credit Scores available?

Your most recent Credit Scores are available on your homepage. If all 3 scores are not appearing, you will need to order an up to date 3-bureau credit report and scores.

Which bureau's Credit Report is my Credit Score based on?

CreditReport.com provides you access to your Credit Reports and Scores from Experian, Equifax and TransUnion.

Why is this score different from the one I got somewhere else?

It's a common credit myth that there is only one way to calculate a Credit Score. Many lenders use their own customized calculations. All three bureaus offer different calculations, and there are multiple "FICO" score calculations. There are estimates that say there are over 1,000 different Credit Scores in use. For more information about different score models, we recommend you read this article on Experian.com. (http://www.experian.com/ask_max/max080807b.html)

The score calculation used on CreditReport.com is the PLUS Score, which is the standard calculation offered by Experian.

The PLUS Score, with scores ranging from 330 to 830, is a user-friendly credit score model developed by Experian to help you see and understand how lenders view your credit worthiness. It is not used by lenders, but it is indicative of your overall credit risk. Higher scores represent a greater likelihood that you´ll pay back your debts so you are viewed as being a lower credit risk to lenders. A lower score indicates to lenders that you may be a higher credit risk.

There are three different major credit reporting agencies, Experian, TransUnion, and Equifax that maintain a record of your credit history known as your credit file. Your Credit Score is based on the information in your credit file at the time it is requested. Your credit file information can vary from agency to agency because some lenders report your credit history to only one or two of the agencies. So your credit score can vary if the information they have on file for you is different. And since the information in your file can change over time, your Credit Score may be different from day-to-day.

Lenders and insurers use several different credit scoring models so don't be surprised if your lender gives you a score that´s different from the PLUS Score you receive online. Just remember that your associated risk level is generally the same even if the number is not. If the lender´s score is lower than your online score, it is possible that this difference can lead to higher interest rates and sometimes credit denial.

Why is my Credit Score different from the three different bureaus?

The three national credit bureaus do not share information with one another. This means if your creditor only sends information to one or two of the credit bureaus or only pulls an inquiry from one bureau, the activity won't appear on all three reports. The three bureaus also have different formats for the way they collect and store data, so information for the same account may appear differently from one Credit Report to another. This is why scores are sometimes different from one bureau to another.

How do I improve my Credit Score?

In 1996 Congress passed a law called the Credit Repair Organizations Act (CROA) that limits the ability of many organizations from offering "credit advice". While we offer a great deal of credit education throughout the website, CreditReport.com is unable to provide any direct credit improvement advice. Experian Credit Advisors, Inc. an Experian sister-company, can provide advice.

For more information, visit the Federal Trade Commission's webpage about CROA. (http://www.ftc.gov/os/statutes/croa/croa.shtm)

Credit and Score Alerts

What are Credit Alerts?

Your Credit Report is monitored daily to see if key information has changed or if new data has been added. If it has, we'll send you an email to let you know. You may also enable SMS Alert Messaging in your Alert Settings page. Your newest unviewed alerts are posted to your Member Homepage, and you can review all of your alerts from the Alerts Center. Key changes include Public Records, Potentially Negative Information, New Hard Inquiries, New Accounts, and Address Changes.

What are Score Alerts?

Your Experian® Credit Score is monitored twice a month for changes. When you create your membership, you are automatically set up to receive Email Alerts for changes in risk levels and changes of more than ten points. You may also enable SMS messaging in order to receive your alerts to your phone. You can adjust these settings and set up additional alerts from the Alert Settings page for no additional cost. Your newest unviewed alerts are posted to your Homepage, and you can review all of your alerts in the Alerts Center.

Your new score will also update your Score Center, where you can track your score over time, understand the factors that contribute to your score, and estimate possible changes to your score.

How will I receive my alerts?

You automatically receive your alerts via emails. However, we encourage you to enable SMS alert in your Alert Settings page to ensure that you will receive your alerts in case our emails are caught in your junk mail folder.

What if I´m not receiving my alerts?

Please check to make sure that your email address and your SMS info in your account profile are up to date. You can update your alert settings and set up additional alerts from the Alert Settings page for no additional cost. You may also contact our Customer Care Representatives at 1-877-297-7790 if you need help updating your email address.

How do I use the Alerts Center?

The Alerts Center provides a list of all the credit and score alerts we've sent you. The most recent alerts appear first on the page, and unviewed alerts are highlighted for you. To view additional information about a specific alert, click on the alert and the panel to the right will provide details and educational information. You can also use the view filter to see only score alerts or credit alerts, and go back through your history using the page links at the bottom.

When will I start receiving alerts?

It usually takes 48 hours for Experian to enroll new members in all the different types of alerts we send out. You will know enrollment is complete because the alerts section of your Member Homepage will update to tell you so.

Make sure that you have added Support@CreditReport.com to your address book so your alerts don't get blocked by your spam or junk mail filter.

What should I do when I get an alert?

That depends on what type of alert it is, and whether or not you recognize the information in the alert. We recommend you view all the alert details in the Alerts Center and read the extra information available there to help determine your next steps.

Can I change the email address alerts are sent to?

Yes you can. You are able to change the email address for your account from the Email and Text Message Settings page.

Can I get my alerts as text messages?

Yes you can. You are able to set up, modify, or cancel text message alerts from the Email and Text Message Settings page for no additional cost.

If you need help, simply text HELP to the short code you are enrolled in from your mobile device. To quit, simply text STOP to the short code you are enrolled in from your mobile device, or opt-out from the Email and Text Message Settings page. Be advised, STANDARD AND MESSAGING DATA RATES MAY APPLY.

My alert disappeared off the homepage. Where is it?

Don't worry, it's not gone. We only display the alerts you haven't seen yet on the Member Homepage. All of your alerts are still available in the Alerts Center.

The site says I got an alert, but I don't remember receiving it. What happened?

If we show an alert on the website and you didn't receive an email, it's probably because your spam or junk mail filter prevented you from receiving it. Make sure that you have added Support@CreditReport.com to your address book, and that should fix the problem.

If this happened, you should also go to the Alerts Center to review all the alerts we have sent you to make sure you didn't miss anything else.

I got an email saying that I was only enrolled in one or two of the credit bureaus. What happened?

Unfortunately, a small percentage of people are not able to be enrolled in credit monitoring with all three bureaus. This may be because you don´t have a credit file with one or more or more of the bureaus. We will keep your membership active as long as we can enroll you in at least one of the bureaus. If you have any further questions about this situation, please contact one of our Customer Care Representatives at 1-877-297-7790.

Monthly Statement

What is a Monthly Statement?

One of our goals is to simplify the confusing world of credit for you. Our website offers a lot of different ways to view and understand your information, but sometimes you just want one simple way to see it all. Once a month we'll take your Experian Credit Score, any alerts we've sent you, some important summary information from your Experian Credit Report and provide it in one easy-to-read format.

How do I know when my Monthly Statement is updated?

We'll send you an email, and there will be a notification on the "Report" tab at the top of the website letting you know the Monthly Statement is ready.

Which bureau is the information in the Monthly Statement based on?

The Credit Score and the Credit Summary data in the monthly statement are based on the information in your Experian Credit Report. The alerts history in the monthly statement is based on information from all three of the national credit bureaus.

What is Adobe Reader and why do I need it to print my Monthly Statement?

Adobe Reader is a software program used by hundreds of thousands of companies to view files called PDFs. PDF stands for Portable Document Format. You probably already have Adobe Reader on your computer. Many computers come with the program pre-installed. If you do not already have Adobe Reader on your computer, you can install it for free from adobe.com. (http://www.adobe.com/products/reader/)

We use Adobe Reader for the printable version of the Credit Report because it provides the cleanest, easiest way to print the report. If you try to print the online version of your Credit Report, the print out would contain awkward page-breaks and would use extra ink for all of the background images on the website.

CardSafe

What is CardSafe?

CardSafe is a card registry product that helps you quickly recover the loss of credit or debit cards if your wallet or purse is lost or stolen. Using the information already in your Credit Report, and any additional information you provide, we keep a log of all your credit cards. If your wallet or purse is ever lost or stolen, instead of calling dozens of companies to cancel cards and order new ones, just call us and we'll take care of everything for you.

CardSafe is available for purchase as an additional benefit to your CreditReport.com membership for a $39.95 annual fee.

How much does CardSafe cost?

CardSafe costs $39.95 for an annual membership. You may cancel at anytime; however, you will not be eligible for a refund of your annual membership fee.

What is the CardSafe Guarantee?

CardSafe offers you guaranteed registration for your Credit, Charge, Debit, and ATM cards. As a member of CardSafe, if your cards are lost or stolen, we will guarantee reimbursement for unauthorized charges made after you've reported your missing cards to us, and for which your card issuer holds you liable.

If you have charges that you believe should be covered by the CardSafe Guarantee, contact your caseworker and they will walk you through the claims process.

What should I do if my credit cards are lost or stolen?

If your credit cards are lost or stolen, please contact us immediately at 1-866-227-3718 to speak with a Fraud Resolution Representative who will be happy to assist you.

Can I add, edit, or delete cards in my registry?

Yes. You may add, edit, and delete cards on the Card Details page. If you want to add a new card, fill in the blank fields, and save your changes. You may edit a card by clicking the edit link next to the card and to delete a card check the delete box next to the card and save your changes.

Why aren't my credit cards listed on my Card Details page?

If your credit cards are lost or stolen, we will pull a fresh Credit Report with you on the phone to make sure we have the most up to date information. The Card Details page is your place online to enter in any ATM or Debit Cards that wouldn't appear on your Credit Report.

Do laws limit my responsibility for unauthorized charges?

Under Federal law, your responsibility for unauthorized charges is generally limited to $50 per Credit Card and up to $500 per ATM or Debit card. The amount for which your card issuer holds you liable will depend on how quickly you report your lost or stolen cards to your card issuer. If your card issuer holds you liable for unauthorized charges made after you report your missing cards to us, we will guarantee your reimbursement for those charges.

How do I contact a Fraud Resolution Representative if I am in a foreign country?

If your credit cards are lost or stolen while you are in a foreign country, call 1-479-573-7316 to speak with a Fraud Resolution Representative who will be happy to assist you.

ChildSecure®

What is ChildSecure?

ChildSecure is an identity monitoring product for your children. After you've enrolled your children in ChildSecure, we will monitor the Experian Credit Database for any records and alert you if someone applies for credit accounts using your children's personal information.

ChildSecure is an included benefit to your CreditReport.com membership.

If I enroll my child, what will you do with my child's information?

We treat your children's information with the same care and sense of privacy and security that we treat your personal credit information. We do not use it, resell it, or provide your credit information to any third-party marketers. If you call one of our Customer Care Representatives they do not see your child's information unless you give them specific permission to do so.

Please see our Privacy Policy for full details about how we protect the information you submit to us.

If I can obtain this information about my child's files, can't other people also obtain this information?

No. You are able to enroll your child in monitoring online, but in order to see any information that is collected through the monitoring process, we require you to fax documentation that you are the parent or legal guardian to us as proof. Once we have received this information and verified that you are the parent or guardian, you will be able to obtain a paper copy of your child's information in the mail.

Why can't I see my child's information online?

We take you and your children's privacy and security seriously. Because there is no definite way for you to prove that you are the parent or guardian of your child online, we require you to fax documentation to us as proof. Once we have received this information and verified that you are the parent or guardian, you will be able to obtain a paper copy of your child's information in the mail.

Troubleshooting

What if I forget my username and password?

If you have forgotten your username or password, click here to reset your username and password online. We will ask you a few questions based on information you gave us when you established your membership. You will then be able to reset your information. You can call us at 1-877-297-7790 if you need additional assistance.

I tried to order, but I got an error message saying I would receive a letter in the mail with an access code. What happened?

We take privacy and security very seriously. If you got that message it was because we weren't absolutely certain you are who you say you are. As a way of validating your identity, we send a letter to the address on your Credit Report with an access code. When you receive the letter, sign in to the website and provide that code to access your report.

If you've moved, don't worry. The person living at your old address would also need to know the username and password you created to log into the website. Your information is still secure. Call us at 1-877-297-7790 and we'll try to validate your identity over the phone.

When I signed up with you I got a message saying I wasn't eligible for the free trial. Why not?

The free trial membership is a promotional offer. If you are receiving this message, you do not currently qualify for a free trial.

My order didn't go through. What happened?

We're sorry that happened. Most orders process in just a few seconds, but for various reasons some orders are not able to be completed right away. The two main reasons this happens are:

- We are unable to confirm your identity. We take security and privacy very seriously, and need to be certain you are who you say you are before we can present any sensitive information.

- The credit bureau doesn't have a complete report for you. This can happen for younger people still establishing their credit, for people who don't use credit very often or for people who have spent years out of the country.

If you need further assistance with your order call our Customer Care Team at 1-877-297-7790.

Why aren't the graphs or calculators showing up?

You must have Java installed in order to view our graphs and calculators. You may download Java free of charge at www.java.com.

Why do some of the webpages look like they're not loading all the way, or have missing pieces?

CreditReport.com is designed to work best with the web browsers Internet Explorer 6.0+, FireFox 2.0+, and Safari 3.0+. Some functionality and features of the website require the use of Flash, Java, Javascript and Adobe Reader. These are all standard pieces of software that most websites require to work properly.

What is Experian Credit Advisors?

Experian Credit Advisors, Inc., an Experian sister-company, is a credit advice service provided by iQual Corporation. The credit advisors at iQual offer explanations and advice to consumers using their Experian credit report. Learn more.

 

 

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