Frequently Asked Questions

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 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 every 12 months through a Central Source.

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 Trans Union. 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.

CreditCheck® Premium

What are monitoring alerts?
Your Experian®, Equifax, and TransUnion credit reports are monitored daily to see if key information has changed or if new data has been added. You will receive a monitoring alert if essential information has changed on your report. That way, you can identify fraudulent activity early in cases where credit activity is unfamiliar or unauthorized.

A Monthly All Clear email will be sent when no key changes have been posted to any of your three national credit reports in the past month.

How do I enroll for SMS Text Messaging alerts?
Alerts of key changes to your credit reports are always sent through email. As a member, you have the option to also receive alerts via SMS Mobile Text messaging. There are two alert emails that you may receive through SMS Mobile Text Messaging:

  1. Monitoring Alert -- This will inform you whenever a key change is detected on your Experian credit report.
  2. Monthly All Clear Alert -- This will inform you when no key changes have been posted to on your Experian credit report in the past month.
  3. Score Alert -- This will inform you when an updated score has been posted to your Score Tracker. As a member, you get access to monthly score tracking so you can conveniently see how your Experian PLUSSM Credit Score trends.

To begin receiving SMS Text Messaging alerts, simply log in to My Credit Center and click on the Update My Alert Preferences link. You are able to set up, modify, or cancel text message alerts from the Update My Alert Preferences 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 Update My Alert Preferences page.  Be advised, STANDARD AND MESSAGING DATA RATES MAY APPLY.

When will I receive my first daily monitoring alerts?
If you are a new member, please note that it may take up to five to seven days from the date you ordered to be enrolled in the daily monitoring system.

Why did I only get alerts for one or two of the credit reporting companies instead of all three?
It can take up to five to seven days for you to begin receiving alerts of key changes to your credit reports from all three national credit reporting companies. Each credit reporting company will process your enrollment independently, so processing times may vary among the three companies.

Which credit reporting company's credit report does CreditCheck Premium monitor?
CreditCheck Premium monitors all three of your national credit reports from Experian, Equifax, and TransUnion. You will be notified of several important changes to any of your credit reports with email and, if you choose, SMS Mobile Text messaging alerts. You'll know about new derogatory information, recent inquiries into your credit, and several indicators of possible Identity Theft. Remember, CreditCheck Premium members also receive unlimited copies of their Experian Credit Report and PLUS Score®.

How long will my free Experian Credit Report be available?
Your report is available online for 30 days. 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 credit score is displayed on your Credit Profile after you request a new credit report and score and is viewable for 30 days. After 30 days, the score data will disappear and be replaced with a "zero." Simply refresh your Credit Profile by requesting a new report and score.

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 credit report, the Monthly Score Tracker will automatically track your score each month during your active membership.

3 Bureau Credit Report

How is a 3 Bureau Credit Report different from a single-bureau credit report?
The 3-bureau report includes your credit reports from all three national credit reporting companies - Experian, Equifax, and Trans Union. A single-bureau report contains your information on file at one of those three credit reporting companies.

Why is my credit information and score different among the three credit reporting companies?
When creditors report information to the credit reporting companies, they can choose to which company(ies) they want to report. Some report to only one, whereas many report to all three. When a creditor chooses only to report to one or two of the credit reporting companies, the remaining company(ies) will not have access to, and therefore will not include, that account information in your report.

For that reason, your credit scores may differ among your reports.

Why is it important to check my credit report & credit score at all three credit reporting companies?
When creditors, landlords, and potential employers check your credit information, they can pull your credit report and credit score from any credit reporting company(ies). Some only check one credit reporting company; some check all three. By checking all three yourself, you'll be prepared no matter which company(ies) they check.

Where can I find out how to read my 3 Bureau Credit Report?
Please read the Credit Report Guide for the 3 Bureau Credit Report.

I wasn't able to receive my 3 Bureau Credit Report or the transaction failed. Was I charged?
No, we don't charge your credit card unless your 3 Bureau Credit Report 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 three national credit reporting company 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?
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 online credit report?
Although we usually deliver online credit reports to our customers within seconds, there are some instances that prohibit us from doing so. These include:

  • When we are not able to verify your identity. For your security, we only deliver your credit report when you pass our online identity verification process.
  • When we are experiencing a technical issue.
  • When the credit reporting company does not return a credit report. Sometimes the credit reporting company does not have enough information to create a credit file for you.

Why didn't I get my online credit report?
Although we usually deliver online credit reports to our customers within seconds, there are some instances that prohibit us from doing so. These include:

  • When we are not able to verify your identity. For your security, we only deliver your credit report when you pass our online identity verification process.
  • When we are experiencing a technical issue.
  • When the credit reporting company does not return a credit report. Sometimes the credit reporting company does not have enough information to create a credit file for you.

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 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.

I wasn't able to receive my PLUS Credit Score. Was I charged?
No, we don't charge your credit card unless we can authenticate you 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 will my online PLUS Credit 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.

Where can I find out more about my PLUS Credit Score?
More information about your PLUS Score can be found here.

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 helps ensure that your credit card and other sensitive information is protected. 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 rigorous security screening processes set up by ICSA and the credit reporting agencies, and we have also partnered with VeriSign, Inc.

What will happen to the information I enter?
The information that you provide is used to verify your identity and remains in our system. Additionally, you are only able to view your report for 30 days. (The credit reporting companies will always keep your record, of course). We do not resell or provide your credit information to any third-party marketers. Please see our privacy policy for full details about how we protect the information you submit to us.

Will ordering my credit report 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 score.

However, ALL inquiries will be displayed on copies of your credit file disclosure that you order directly from the credit reporting companies' consumer assistance centers. 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 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.

What is the refund policy if the transaction fails?
We don't charge your card unless you get your credit report or you complete the request. 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.

Where is my report?
You may view the status of your orders by logging into My Credit Center.

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?
Experian® wants your credit information to be as accurate as possible. If you have reviewed your credit report and believe that the information is inaccurate, you can dispute it online for the fastest resolution. To access online disputes with Experian, go to a current online copy of your credit report and click on the link "Click here for Experian Online Dispute" located near the item you believe is inaccurate.

To request an investigation into information you don't agree with on your Equifax or TransUnion credit report, you should write directly to the credit reporting company that supplied the information. For details, please see the Dispute Information page located in the My Credit Center area.

Can I order someone else's report?
No. Under federal law, any person who knowingly and willfully obtains information on a consumer from a credit reporting company 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 two years, or both.

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 if I forget my Username and Password?
If you have forgotten your username or password, use our reminder form. Enter your full name and the last e-mail address we have on file for you, and click "Submit". You will then be prompted to answer the question you chose as your "Reminder Phrase". If you answer this correctly, you will receive your username and password via email.

What is your authentication process and what happens if I don't get authenticated instantly?
Generally, we can authenticate you 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 five to seven 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 referred to 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 three 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, which will be available online for 30 days.

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 1-866-252-8786 for address changes.

 

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