Frequently Asked Questions


 

FreeScore MEMBERSHIP

What is FreeScoreSM?
What's included with my FreeScore membership?
How do I access my FreeScore membership benefits?
When will I receive my Welcome email and login instructions?

CREDIT SCORES

How can I view my first Triple Bureau Credit Scores?
Will viewing my credit scores lower them?
What is Identity Verification, and how does it work?
Why can't I access my credit scores?
Why are my credit scores different at each of the three bureaus?
How can I view my updated Triple Bureau Credit Scores?
How often can I request my updated Triple Bureau Credit Scores?
What affects my credit score?

CREDIT REPORTS

What is a Credit Report?
How many Credit Reports do I have?
Which bureau's Credit Report do you provide?
How often do you update my Credit Report?
What if I see an error on my Credit Report?

CREDIT MONITORING

What are Credit Alerts, and how does Credit Monitoring work?
How much does Credit Monitoring cost me?
How often will I receive Credit Alerts?
What kind of credit activity will I be alerted to?
What do I do if I receive an alert about credit activity that I don't recognize?

KROLL IDENTITY THEFT CONSULTATION & RESTORATION

What is the Identity Theft Consultation service, and how can I use it?
What is Identity Theft Restoration, and how does it work?
How do I activate my Kroll Identity Theft Consultation & Restoration service?

GENERAL ACCOUNT

The billing descriptor MVQ*FreeScore appeared on my billing statement. What is this?
I forgot my membership ID number. What should I do?
What if I forgot my password?
How do I change my security questions and answers?
Why do I have a member ID?
How can I cancel my membership?
Is there a trial membership period? How does it work?
How can I change my address?
How can I contact you?
Is this website secure?
What is your Privacy Policy?
How do I stop receiving future marketing emails?
What do I do if I can't find the question that I'm looking for?

 


 

FreeScore MEMBERSHIP

What is FreeScore SM?

FreeScore is a comprehensive credit information service that provides members with immediate access to all three credit scores, plus up-to-date alerts about their credit status. Members of FreeScore can enjoy greater peace of mind knowing that they can access and review their credit information at the three national credit bureaus — TransUnion, Equifax, and Experian — anytime they need to! Additionally, members can stay up-to-date because they'll be alerted via email whenever there's a critical change to their credit information.

Members also have access to a variety of other benefits, including insurance scores, a Credit Score Predictorsm, an Identity Theft Consultation and Restoration service, an online Credit Library, and much more!

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What's included with my FreeScore membership?

As a member of FreeScore, you'll receive:

• Unlimited, online access to your credit scores from the three credit bureaus: TransUnion, Equifax, and Experian
• Credit alerts via email whenever there's a critical change in your credit information that can impact your credit scores
• Unlimited, toll-free access to our Credit Customer Service team
• Access to a team of Licensed Investigators who truly understand the problems surrounding identity theft and are available to answer your questions and offer their expertise regarding any concerns you may have. And should you become a victim of identity fraud, your investigator will help restore your identity to its pre-theft status
• Members can use the Credit Score Predictorsm to create and compare custom "what-if" scenarios to determine the impact on their TransUnion credit score
• The Insurance Score product includes a score and detailed analysis for both an Automotive and Property Insurance Risk Score
• Access to our online Credit Library to help you stay educated about all credit-related topics
• And much more!

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How do I access my FreeScore membership benefits?

To access your FreeScore membership benefits, log into www.FreeScore.com using your email address and password. Once you're logged into the website, you can access all of your membership benefits.

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When will I receive my Welcome email and login instructions?

You'll receive your Welcome email and login instructions a few minutes after you enroll in the program. Please make sure you add MemberSupport@FreeScore.com to your email address book to ensure the email reaches your inbox.

If you misplaced or were unable to receive your Welcome message, please send us an email or call us toll-free at 1-800-316-8824 so we can resend it.

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CREDIT SCORES

How can I view my first Triple Bureau Credit Scores?

Once you enroll in FreeScore, to view your information for the first time, follow these steps:

1. Log into www.FreeScore.com using your email address and password.

2. Next, click "See My Scores" on your credit protection dashboard.

3. You'll then be asked to complete a one-time verification of your identity with our credit service provider by answering a series of multiple choice questions based on the information found in your credit information and public records. You may be asked questions about your:

   • Social Security number
   • Loans and mortgages you have had
   • Previous employers and addresses

After you've completed the identity verification process, click "Next" to view your Triple Bureau Credit Scores!

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Will viewing my credit scores lower them?

No, it won't. This is a popular misconception. Accessing your personal credit information is called a "soft inquiry". Soft inquiries do not impact your credit score.

When a lender reviews your credit as part of an application, it is called a "hard inquiry". If your history shows too many hard inquiries, it could mean you are overextending yourself and that can potentially lower your credit score.

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What is Identity Verification, and how does it work?

The Identity Verification process protects your privacy by ensuring that only YOU can view your personal credit information.

Identity Verification confirms your identity through a series of questions based on accounts and personal information contained in your credit history. Here's how it works:

• The system presents you with a question based on your credit information.
• You select the answer from a list of possible choices, and your answer is compared with the information on file with our credit service provider.
• When enough correct information about you has been confirmed, you'll have access to your Triple Bureau Credit Scores.
• If your identity can't be confirmed online, you'll be given instructions on how to continue.

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Why can't I access my credit scores?

There are some instances in which we're unable to provide members with immediate online access to their credit scores. These instances can occur when:

• We aren't able to verify your identity. For your security, we only deliver your credit scores when you pass our online identity verification process.
• We're experiencing a technical issue. If you believe we're experiencing a technical issue, send us an email so we can resolve the problem.
• The credit bureau doesn't return a credit file. Sometimes the credit bureau doesn't have enough information to create a credit file for you.

If you need more information, please contact us online or call us at 1-800-316-8824.

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Why are my credit scores different at each of the three bureaus?

Banks, retailers, and other sources aren't required to report your credit transactions to every credit bureau, so the information in one credit bureau file may be different from the information found in your credit file at another bureau. Since your credit scores are calculated based on the information in your credit files, your credit score can vary at each bureau.

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How can I view my updated Triple Bureau Credit Scores?

To request your updated credit scores as a member of FreeScore, follow these steps:

1. After you've logged into www.FreeScore.com, click "See My Scores" on the Welcome page.

2. Next, click the "Request a New Report" button. Our credit services provider may then ask for your permission to access your personal information. Select "I Agree," and click "Confirm."

3. Finally, click the "Credit Center" tab at the top of the page. To view your updated credit scores, click "Credit Score" in the "Credit Center" sub-menu.

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How often can I request my updated Triple Bureau Credit Scores?

As a member of FreeScore, you can request your new Triple Bureau Credit Scores every 30 days. Checking your credit information at all three bureaus each month will help ensure that inaccurate or fraudulent information in your credit profile is corrected promptly — before it negatively affects your credit score.

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What affects my credit score?

Your credit score is determined by several factors including:

• Your payment history (35%)
• Your debts (30%)
• The length of your credit history (15%)
• New sources of credit (10%)
• Miscellaneous factors (10%)
• Factors that could damage your credit score:
   • Maxed-out credit cards
   • Bad debt-to-credit ratio
   • Home foreclosures
   • Paying late
   • Blowing off your bills entirely
   • Collection notices
   • Bankruptcy
   • Closing old accounts

For more information, visit our Credit Library here.

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CREDIT MONITORING

What are Credit Alerts, and how does Credit Monitoring work?

Credit alerts are email notifications that are sent to members of FreeScore when there's a critical change to their credit information at the three national credit bureaus: TransUnion, Equifax, and Experian. Once you request your first credit score as a member of FreeScore, your credit monitoring service is automatically activated. You'll receive an alert whenever one of the three credit bureaus posts new information that could potentially affect your credit score; the alerts will be sent to the email address you provided during enrollment.

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How much does Credit Monitoring cost me?

Credit monitoring is one of the benefits you receive when you join FreeScore, so it's covered by your monthly membership fee.

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How often will I receive Credit Alerts?

As a member of FreeScore, your credit information will be monitored every day, and you'll be alerted immediately via email if any critical changes occur that can potentially affect your credit score. You'll also receive a monthly credit summary email if no activity occurs.

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What kind of credit activity will I be alerted to?

You'll be notified immediately if any of the following activity occurs:

• Suspicious activity that could be the result of fraud
• Activity that could affect your credit score
• New inquiries (companies or creditors requesting your credit score, usually as the result of a recent credit application)
• New accounts opened in your name
• Late payments
• Bankruptcies and other public records
• New addresses
• New employers

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What do I do if I receive a Credit Alert about credit activity that I don't recognize?

Suspicious activity can potentially affect your credit score and could be caused by:

� An identity thief who made a transaction, a loan application, or other credit-related behavior in your name
� An error made by a vendor reporting to the credit bureau
� An error made by the credit bureau itself

If you see suspicious credit activity in your name, you should investigate it immediately. To begin an investigation, contact the appropriate credit bureau; they'll walk you through the process of disputing the information and correcting your files. The contact information for the bureaus is as follows:

TransUnion LLC
P.O. Box 2000
Chester, PA 19022
(800) 888-4213
Web site: www.transunion.com

Equifax
P.O. Box 740256
Atlanta, GA 30374
(800)-685-1111
Web site: www.equifax.com

Experian
PO Box 2002
Allen, TX 75013
(888) 397-3742
Web site: www.experian.com

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CREDIT REPORTS

What is a Credit Report?

A credit report is official documentation of all your credit activities. It includes your personal information, credit history, public records, credit report inquiries, and any disputes that you may have filed.

Your credit information is maintained by the 3 major consumer reporting companies: TransUnion, Experian and Equifax. These bureaus provide your credit information to third parties, such as a lender or landlord.

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How many Credit Reports do I have?

Everyone has 3 different credit reports, one for each of the 3 national credit bureaus: TransUnion, Experian and Equifax. Each bureau generates a different version that could contain overlapping but slightly different information about your credit. That's why it is recommended that you check how your credit stands from each agency.

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Which bureau's Credit Report do you provide?

As a member of FreeScore, you get 24/7 access to your credit report and scores from all 3 of the major credit bureaus: TransUnion, Experian and Equifax. FreeScore makes it convenient for you to receive your 3-in-1 credit report instantly online!

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How often do you update my Credit Report?

You can request your new Triple Bureau Credit Report and Scores every 30 days as a member of FreeScore. Routinely checking your credit information from all 3 bureaus once a month is important. It will help you ensure your credit isn't negatively affected by inaccurate information. The daily credit monitoring feature included in your FreeScore membership gives you an extra measure of protection by notifying you when changes appear on your credit report. Regardless of how much or how little activity occurs on your credit profile, FreeScore keeps you informed with a monthly credit summary email.

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What if I see an error on my Credit Report?

FreeScore is not a credit repairing service. However, your FreeScore membership benefits you with 24/7 access to your credit profile so you are able to spot any inaccuracies or fraudulent information on your credit profile immediately. Providing you with useful contact information of each creditor on your report, FreeScore makes it easy for you to reach out to each if you see a blemish on your profile and would like to dispute it.

FreeScore can't give you advice on how you could improve your credit, but the FreeScore website does provide valuable credit information as part of our commitment to help our members learn about all things credit.

For more information, visit our Credit Library.

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KROLL IDENTITY THEFT CONSULTATION & RESTORATION

What is the Identity Theft Consultation service, and how can I use it?

The Identity Theft Consultation service is provided by Kroll Inc., and is included with the price of your FreeScore membership. In order to be eligible to use the service, you must activate* the service before you can use it, and your membership in FreeScore must still be active.

Once the service is activated, you can have peace of mind knowing that whether you're a victim of identity theft or not, you have access to Kroll's team of Licensed Investigators who will answer your questions and guide you through the following situations:

• You want to understand best practices for financial transactions, use of Social Security numbers, consumer privacy, shopping or communicating online, preventing identity theft of the deceased, protecting the identity of minors, and more.
• Your wallet or purse is lost or stolen.
• You receive a security breach letter indicating that your information has been compromised.
• You want to inquire about collection agency abuse and your rights.
• You need help analyzing and interpreting your credit information.
• You need assistance with a fraud alert or credit freeze.
• And much more!

*Please note that you won't be charged any additional fee for activating this service.

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What is Identity Theft Restoration, and how does it work?

Identity Theft Restoration is a service provided by Kroll Inc., and is included with the price of your FreeScore membership. In order to be eligible, you must activate the service and remain a member of FreeScore. There's no additional cost associated with activating your service.

Once the service is activated, if your identity is stolen while you're a member of FreeScore, you have access to Kroll's team of Licensed Investigators, who will guide you through the process of restoring your identity to its pre-theft status as quickly and efficiently as possible. They'll search through public databases, looking for additional signs of identity theft that might go unnoticed and unreported. Please note that the service can only be provided if the identity theft took place in the United States or one of its territories.

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How do I activate my Kroll Identity Theft Consultation & Restoration service?

To activate the service, follow these steps:

1. After you've logged into www.FreeScore.com, click the "Credit & ID Security" tab at the top of the page, then click the "Identity Theft Consultation and Restoration Service" icon on the right side of the page.

2. To activate your service, click "Click to Activate" in the right-hand column of the page.

To be eligible for the service, members need to activate the Identity Theft Consultation and Restoration service before their identity is stolen.

Please note that you will not be charged an additional fee for activating this service.

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GENERAL ACCOUNT

The billing descriptor MVQ*FreeScore appeared on my billing statement. What is this?

When you enroll in FreeScore, MVQ*FreeScore is the billing descriptor that you will see on your credit or debit card statement during each payment period after your trial period is over.

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I forgot my membership ID number. What should I do?

If you forgot your membership ID number, please click here to retrieve it.

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What if I forgot my password?

If you have forgotten your password, click the "Forgot Password?" link on the FreeScore login page.

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How do I change my security questions and answers?

To change your security questions and answers, please follow these steps:

1. After you have logged into your account, go to the "My Account" tab at the top of the page.

2. Click the "Edit Security Questions" link.

3. There you can update your security questions and answers.

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Why do I have a member ID?

Your Membership ID may be necessary for your initial login to the website as well as for contacting Member Services. You'll find your Membership ID in your FreeScore welcome materials.

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How can I cancel my membership?

To cancel, please contact our Customer Service team at 1-888-241-0076 toll free.

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Is there a trial membership period? How does it work?

Upon enrolling, you may have a trial membership period during which you can use all of the program benefits as much as you'd like. If you find the service is not for you, you can cancel by calling 1-800-316-8824 before the end of the trial period and you won't be charged a membership fee. If you wish to continue with your membership after the trial period you agreed to, the membership fee will automatically be charged to the billing source authorized by you at the time of enrollment. Online enrollees will be charged a refundable $1.00 processing fee*, in accordance with the agreed-upon enrollment terms.

*For more information about your refundable processing fee, call 1-800-316-8824.

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How can I change my address?

Visit our Contact Us page to send us an email, or call us toll-free at 1-800-316-8824. If you choose to send an email, please select the "Program/Benefit" subject heading, and be sure to include your name, membership ID number, old address, and new address for the address change.

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How can I contact you?

Visit our Contact Us page to send an email, or call us toll-free at 1-800-316-8824.

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Is this website secure?

FreeScore wants you to feel completely safe and secure during your visit to our website. Protecting your credit information and identity is our first priority. That's why we use the latest security technology to protect your private information during any transaction you make with FreeScore. Our website uses 128-bit Secure Sockets Layer (SSL) technology that encrypts (or scrambles) your information during the transmission of any personal identity information you submit, including your credit card information. Encrypting your private information prevents it from being read while it's being transferred through the Internet. We contract with industry experts to institute and review our web security on a periodic basis.

Here's how to tell that your FreeScore transaction is secure:

• If you're using a Firefox or Microsoft browser, you'll see a small key or padlock in the bottom right-hand corner of your browser window. This indicates that your transaction is secure.

• Another way you can tell when your credit card information is safe is to look at the URL address. A URL that begins with "https://" is also an indication that your credit card information is being transmitted via a secure server.

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What is your Privacy Policy?

Click here to read our Privacy and Security Policy.

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How do I stop receiving future marketing emails?

Visit our Contact Us page. Once you're there, select "Unsubscribe from future marketing" from the drop-down menu, and email us your request. Please be sure to include your name and membership ID number as well as the email address you'd like us to remove from our distribution list.

Please note that you'll continue to receive emails about your account as long as you are an active member of FreeScore.

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What do I do if I can't find the question that I'm looking for?

Send us an email, and a Member Support Representative will get back to you as soon as possible!

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