CreditExpert Products About Credit Manager Credit Resources Login
Frequently Asked Questions

PREMIER Credit Manager

Which credit reporting company's report does PREMIER Credit Manager monitor for me?

PREMIER Credit Manager monitors your Experian® credit report daily and notifies you of several important changes to your Experian credit file with online email monitoring alerts. You'll know about new derogatory information, recent inquiries into your credit, and several indicators of possible credit fraud. PREMIER Credit Manager also includes free copies of your Experian Credit Report and PLUS Score® anytime during your membership.

How do I cancel my membership?

If you try product the and decide it is not for you, please contact our Customer Care Center toll free at 1-866-252-8811. We will discontinue your monitoring and stop the automated monthly billing. Please note you will not be eligible for a prorated refund of any portion of your current month's paid membership fee.

How long will my online credit report be available?

Your report is available online for 30 days after it is delivered. It's a good idea to print a copy for your records when you first view it.

3 Bureau Credit Report with 3 PLUS Scores

How is a 3 bureau credit report different from a single-bureau credit report?

The 3 bureau report includes your complete information from all 3 national credit reporting companies- Experian, Equifax & TransUnion. A single-bureau report contains your information on file at one of those 3 companies.

Why is my credit report and PLUS Score different among the 3 credit reporting companies?

When creditors report information to the credit reporting companies, they can choose which company they want to report to. Some report to only 1, whereas many report to all 3. When a creditor chooses only to report to 1 or 2 of the companies, the remaining company(s) will not have access to, and therefore will not include, that account information in your report.

Similarly, the credit reporting companies do not share information and may report information that is inconsistent with the other companies.

What is a PLUS Score?

A PLUS Score is a credit score developed by Experian, using a similar formula to those used by lenders. It is calculated based on information contained in your credit file and can range from 330 to 830 with a higher score indicating lower credit risk. Your PLUS Score can help you understand what factors impact your credit score.

Why is it important to check my credit report & PLUS Scores at all 3 credit reporting companies?

When creditors, landlords, and potential employers check your credit history, they can pull your credit report & credit score from any credit reporting company. Some only check 1 credit reporting company; some always check all 3. By checking all 3 yourself, you'll be prepared no matter which company they go to.

Where can I find out how to read my 3 Bureau Credit Report?

Please click on the Credit Report Guide button located at the top of your 3 Bureau Credit Report.

I wasn't able to receive my 3 Bureau Credit Report with 3 PLUS Scores, or the transaction failed. Was I charged?

No, we don't charge your card unless your 3 Bureau Credit Report and 3 PLUS Scores is delivered. We will not charge your card if:

(a) we are unable to process your request;
(b) you do not pass our authentication process;
(c) any of the 3 credit reporting company's systems are down.

Please note that when you complete the order process, your credit card may be authorized for a charge, but that does not mean that it has been charged.

How long does it take to get my 3 Bureau Credit Report and 3 PLUS Scores?

After you pass our online authentication process, you will generally receive your online credit report and score within 30 seconds. However, if we are unable to automatically authenticate your identity, you will receive instructions for further verification.

Why didn't I get my credit report?

Although we usually deliver credit reports to our customers within seconds, there are some instances that prohibit us from doing so. These include:

  • When there is not enough information to compile a 3 Bureau Credit Report for you. Sometimes a credit reporting company does not return information about a consumer.
  • When we are experiencing a technical issue.
  • When we are not able to verify your identity.

Please note, that we don't charge your credit card until we deliver your credit report. If we are unable to process your request, we will not charge you.

How long will my 3 Bureau Online credit report be available?

Your report is available online for 30 days after it is delivered. It's a good idea to print a copy for your records when you first view it.

PLUS Score

What is a PLUS Score?

A PLUS Score is a credit score developed by Experian, using a similar formula to those used by lenders. It is calculated based on information contained in your credit file and can range from 330 to 830 with a higher score indicating lower credit risk. Your PLUS can help you understand what factors impact your credit score.

Where can I find out more about my PLUS Score?

More information about your PLUS Score can be found here.

I wasn't able to receive my PLUS Score. Was I charged?

No, we don't charge your card unless we can authenticate your identity and deliver your report. If we are unable to process your request, we will not charge you. Please note that when you complete our order process, your credit card may be authorized for a charge, but that does not mean that it has been charged.

How long does it take to get my PLUS Score?

Your Credit Score is calculated within seconds, as long as we are able to locate your credit report. However, if we are unable to automatically authenticate your identity, or your report cannot be located, there may be a delay.

How long will my PLUS Score and report be available?

Your report is available online for 30 days after it is delivered. It's a good idea to print a copy for your records when you first view it.

Score Tracker

How often is my score tracked?

Your score is automatically plotted on the Score Tracker once every month during your active membership.

Why doesn't the score number on the graph match the score number on my report?

Your credit score is a dynamic number based on the contents of your Experian Credit Report the moment it is requested. As creditors report new information and your existing information ages, your credit report constantly changes, often impacting your credit score. The Score Tracker displays the credit score that was calculated based on the information in your credit report on a particular date each month. If the credit report you are looking at was requested on a different date, your score could vary.

Why does my score show as “zero”/”0” under my Credit Profile?

Your most current credit score is displayed under the PLUS Score and Risk Level sections of your Credit Profile after you request a new credit report and score. This score is viewable for 90 days. Unless you request a new credit report and score within 90 days, the data will disappear and be replaced with a “zero.” Simply refresh your Credit Profile by requesting a new report and score.

Why hasn't my score changed even though I have had changes to my credit report?

Your credit score is generated based on the information from your Experian Credit Report at the time it is requested. These factors may affect your credit score - your score may go up, down, or remain constant depending on each factor as well as the unique combination of factors. For additional information on the factors affecting your score, please review your score explanation.

A few of the top common factors that can influence your credit score include, but are not limited to:

  • Payment history: number, severity of late payments, and status of accounts
  • Credit history: type, number, usage, and age of accounts
  • Outstanding debt: how much you owe on all your accounts, and how close you are to each credit limit
  • Inquiries: number of inquiries and how recently the inquiries were made to pursue new credit

Where does the Score Tracker get its information?

Your credit score on the Score Tracker is always based off data from your Experian Credit Report.

If I don't pull a report each month, will a new score appear on the Score Tracker anyway?

Yes, even if you don't pull your own report each month, Score Tracker will continue to automatically update and track your score each month during your membership.

However, the score under the PLUS Score and Risk level sections of your Credit Profile is only posted after you request a new credit report and score. This score is archived for a period of 90 days. If you do not request a new credit report and score within 90 days, you will not see a score displayed under the PLUS Score and Risk level. You can refresh this section by simply requesting a new report and score.

General Questions

Is the transaction safe?

Yes, the process of sending and receiving your information is encrypted using Secure Socket Layer (SSL) encryption. This technology is designed to protect your credit card information. Preferred web browsers are: Netscape 6.05 or later, Microsoft Internet Explorer 5.0 or later, and AOL 8.0 or later.

Our company has passed the rigorous security screening processes set up by ICSA and the credit reporting companies, and we have also partnered with VeriSign, Inc. To read more about our security measures, see our security page.

What will happen to the information I enter?

The information that you provide is used to verify your identity. This information remains on our secure database to ensure confidentiality of your request. Additionally, we remove the credit report from our database after 30 days. (The credit reporting companies will always keep your record). We do not resell or provide your credit information to any third-party marketers. Please see our Privacy Notice for details about how we protect the information you submit to us.

Will ordering my credit appear as an inquiry on my credit report?

Anytime your credit report is pulled - including when you order a copy of your credit report directly from the credit reporting company - an inquiry is added to your report. Only some of those inquiries appear to creditors and therefore impact your credit score. Inquiries that were made for credit cards or loans for which you applied will be shown to creditors. Inquiries added when you request a copy of your credit report or when an employer checks your credit report do not appear to creditors. We are pulling your credit report on your behalf, so the inquiry on your credit report will not be shown to creditors and will not affect your credit rating or score.

However, ALL inquiries will be displayed on disclosures of your credit file that you receive directly from any of the credit reporting companies. This is done so you know who has been looking at your credit. Some inquiries on your report are accompanied by a description of why the report was pulled.

I don't have a credit card. Can I still purchase a 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.

What is the refund policy if the transaction fails?

For first-time membership orders, we don't charge your card until after your free trial period. For returning membership and/or transactional product orders, we don't charge your card unless you get your credit report or you complete the request; however, if we are unable to process your request, we will not charge your card. Please note that when you complete the order process, your credit card may be authorized for a charge, but that does not mean that it has been charged.

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

The credit reporting companies maintain credit files on individual U.S. residents only. They do not maintain joint files for spouses. Only accounts that are in both your names or those for which you are an authorized user will show up on your report. Therefore, your credit report is separate and different from your spouse's.

How do I dispute possible inaccuracies on my credit report?

To request an investigation into information you don't agree with on your credit report, you should contact the credit reporting company that supplied the information. A credit company has 45 days to investigate disputes regarding possible inaccuracies on credit reports. The company must then give you the results in writing.

Can I order someone else's report?

No. Under federal laws, any person who knowingly and willfully obtains information on a consumer from a Credit Reporting Agency under false pretenses (for example, getting a credit report on an individual without his/her permission) shall be fined under Title 18 United States Code, or imprisoned for not more than 2 years, or both.

Isn't everyone entitled to one free credit report annually?

Yes. The Fair and Accurate Credit Transactions Act (FACT Act) allows consumers to get one free comprehensive disclosure of all of the information in their credit file from each of the three national credit reporting companies once per year through a Central Source. Georgia residents are entitled to receive two disclosures per year.

In addition, consumers also have the right to a free credit file disclosure directly from the credit reporting companies if (paraphrased) they:

  • are the recipient of an adverse action (for example, denial of credit) due to information contained in their credit file;
  • are unemployed;
  • are a recipient of public welfare assistance;
  • have inaccuracies in their credit file due to fraud.

For more information, please see the Fair Credit Reporting Act.

What are my rights under the Fair Credit Reporting Act?

The federal Fair Credit Reporting Act (FCRA) is designed to promote accuracy, fairness, and privacy of the information in the files of credit reporting companies. Please click here for the summary of your major rights under the FCRA.

What is your authentication process and what happens if I don't get authenticated instantly?

Generally, we can authenticate your identity online immediately after you place an order. If you order a product that is delivered instantly, and we are unable to verify your identity online, you have the option of going through further verification. We then deliver you a private access code via U.S. mail within 5 to 7 days, which provides you full access to your report online. For your protection, if we are still unable to verify your identity, you will be asked to contact Customer Care. If you submit the required information, you are agreeing to purchase the report. Once your information is received, your identity will be manually verified. You will receive an email confirming the outcome within 3 business days. If your information is verified, your login information also will be provided in this email. You can then login at the site to view your report.

Why is there a sales tax and how is it calculated?

Starting December 1, 2008, 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 reports and scores that you purchase, such as a 3-Bureau report and score.

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 by logging in to My Credit Center and using the Edit Profile section. You may also contact our Customer Care Team at 1 (866) 617-1921 for address changes.

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 Edit Profile 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 Edit Profile page.  Be advised, STANDARD AND MESSAGING DATA RATES MAY APPLY.

FACTA

What is the FACT Act?

The Fair and Accurate Credit Transactions Act (FACT Act) was signed into law in December 2003. The FACT Act, a revision of the Fair Credit Reporting Act, allows consumer´s to get one free comprehensive disclosure of all the information in their credit file from each of the three national credit reporting companies once every 12 months through a Central Source.

How can I request my free statutory annual credit file disclosure?

The FACT Act required that the national credit reporting companies establish a central source though which you will request the statutory free annual credit file disclosures. To obtain that free report, you must go to www.annualcreditreport.com.

Which credit reporting company´s free statutory annual credit file disclosure do I receive?

You are entitled to receive your free statutory annual credit file disclosure from each of the three national credit reporting companies: Experian, Equifax, and TransUnion. Remember, your request must be placed through the Central Source.

How often can I get a free credit file disclosure?

The FACT Act entitles consumers to get one free statutory credit file disclosure from each of the three national credit reporting companies once per year. Because of state law, residents of Georgia can receive two free credit reports per year.

Product Upgrade from ConsumerInfo.com

I originally signed up on ConsumerInfo.com. Why am I now seeing CreditExpert.com?

Because we truly appreciate your exceptional loyalty, you were exclusively selected to receive a premium product upgrade to CreditExpert.com. Your membership price was not affected, and you now have access to additional product features, such as our Experian Score Tracker, at no additional cost to you.

Where is my past credit history that I used to see on ConsumerInfo.com?

Unfortunately, when upgrading your membership to the new premium product, we were unable to carry over past credit history. Rest assured, your current credit information is still secure. We apologize for any inconvenience this may have caused.

Where am I supposed to log in now? My ConsumerInfo.com log in page does not work anymore.

A new membership log in area also came with your premium product upgrade. Please update your bookmark to CreditExpert.com in order to quickly and easily access your CreditExpert.com membership account.

I do not wish to take advantage of my upgraded CreditExpert.com membership.

We are sorry to see you go. Please note that this product upgrade incurs no additional cost on your behalf. If you would still like to cancel your membership, please contact our Customer Care team at 1 (866) 617-1921. For your convenience, we are open 6am-6pm Mon thru Fri and 8am-5pm Sat and Sun (Pacific Time).