Frequently Asked Questions about FreeScore

YOUR FreeScore MEMBERSHIP

What is FreeScore?

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?

YOUR CREDIT SCORES & 3-IN-1 CREDIT REPORT

How can I view my first Triple Bureau Credit Scores and 3-in-1 Credit Report?

Will viewing my Credit Report lower my Credit Score?

What is Identity Verification and how does it work?

Why can't I access my Credit Scores?

Why are my Credit Scores and Credit Reports different at each of the three bureaus?

How can I view my updated Triple Bureau Credit Scores and 3-in-1 Credit Report?

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

YOUR CREDIT MONITORING SERVICE

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 Report activity will I be alerted to?

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

YOUR KROLL IDENTITY THEFT CONSULTATION & RESTORATION SERVICE

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 QUESTIONS

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

How do I change my login information?

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

What if I forgot my password?

Why do I have a member ID number?

How can I cancel my membership?

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

How can I change my address?

I am an IdentityCheck24 member. How do I log in?

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?




YOUR FreeScore MEMBERSHIP

What is FreeScore?

FreeScore is your comprehensive credit information source. As a member, you have immediate access to all three of your Credit Scores and 3-in-1 Credit Report, plus you'll receive up-to-date email alerts whenever your credit status changes.

You can have peace of mind knowing that you can access and review your credit information at the three national credit reporting bureaus — TransUnion, Equifax, and Experian — at any time! Additionally, you can stay up-to-date on where your credit records stand because you'll be alerted via email any time there's a critical change to your Credit Report at any of the three credit reporting bureaus.

You also have access to a variety of other benefits including insurance scores, a Credit Score Predictor sm, Identity Theft Consultation & Restoration services, an online Credit Library of informative articles, 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 and 3-in-1 Credit Report from the three credit bureaus — TransUnion, Equifax, and Experian.

• Credit Alerts via email whenever there's a critical change in your credit profile that could 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 Licensed Investigator will help restore your identity to its pre-theft status.

• Members can use the Credit Score Predictor sm 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 your free annual Social Security Statement.

• A complimentary Family Organizer CD-ROM from Kiplinger's to help you keep your family's personal information organized and safe.

• Complimentary access to Locksmith Rebate certificates and a Lost Key Return service.

• Access to our online Credit Library to help you stay educated about all credit-related topics.

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How do I access my FreeScore membership benefits?

To access yourFreeScore 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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YOUR CREDIT SCORES & 3-IN-1 CREDIT REPORT

How can I view my first Triple Bureau Credit Scores and 3-in-1 Credit Report?

Once you enroll in FreeScore, to get your first report, 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 verify your identity with our credit service provider by answering a series of questions based on the information found in your credit report 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 3-in-1 Credit Report and Triple Credit Scores.

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Will viewing my Credit Report lower my Credit Score?

No, it won't. This is a popular misconception. Accessing your own Credit Report is called a "soft inquiry." Soft inquiries do not appear on your Credit Report and will not lower your Credit Score. When a lender reviews your credit as part of an application, it is called a "hard inquiry." If your Credit Report 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 Credit Report and Credit Scores.

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

• The system presents you with a question based upon information contained in your Credit Report or public records.

• You select the answer from a list of possible choices, and your answer is compared with the information in your records.

• When enough correct information about you has been confirmed, you'll have access to your online Credit Report.

• 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 when 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 and 3-in-1 Credit Report when you pass our online Identity Verification process.

• We're experiencing a technical issue. If you believe we are experiencing a technical issue, send us an email now so we can resolve the problem.

• The credit reporting company doesn't return a credit file. Sometimes the credit reporting company doesn't have enough information to create a credit file for you.

If you need more information, please send us an email or call us at 1-800-316-8824.

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Why are my Credit Scores and Credit Reports 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 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 and 3-in-1 Credit Report?

To request your updated Credit Scores and 3-in-1 Credit Report 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 "Request a New Report." 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 3-in-1 Credit Report, click "Credit Report" in the "Credit Center" sub-menu. 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 and Reports?

As a member of FreeScore, you can request your new Triple Bureau Credit Scores and 3-in-1 Credit Report every 30 days. Checking your credit files at all three bureaus each month will help ensure that inaccurate or fraudulent information in your credit profile is detected and/or corrected promptly — before it negatively affects your credit score.

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

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YOUR CREDIT MONITORING SERVICE

What are Credit Alerts and how does Credit Monitoring work?

Credit Alerts are email notifications that are sent to members of FreeScore when a critical change occurs to one of their credit files at the three national credit bureaus — TransUnion, Equifax, and Experian. It's important to monitor all three of your credit files because critical changes can cause your Credit Scores to significantly decrease or increase.

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 in your Credit Report 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 in your Credit Report that could potentially affect your Credit Score. You'll also receive a monthly credit summary email if no activity occurs in your Credit Report.

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What kind of Credit Report activity will I be alerted to?

You'll be notified immediately if any of the following activities occur in your Credit Report:

• Suspicious activity that could be the result of fraud
• Activity that could affect your Credit Score
• New credit inquiries (companies or creditors requesting your Credit Report, usually as the result of a recent credit application)
• New accounts opened in your name
• Late payments on current accounts
• Bankruptcies and other public records updated or added to your report
• New addresses reported to the credit bureaus

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

Suspicious activity in your Credit Report could potentially affect your Credit Score and could be caused by:

• An identity thief who made a transaction, a loan application, or other credit-related activity 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 activity in your Credit Report, 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 Credit Report. The contact information for the bureaus is as follows:

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

Equifax
P.O. Box 740241
Atlanta, GA 30374
(800) 685-1111
Website: www.equifax.com

Experian
P.O. Box 2002
Allen, TX 75013
(888) 397-3742
Website: www.experian.com

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YOUR KROLL IDENTITY THEFT CONSULTATION & RESTORATION SERVICE

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 Report.

• 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 for the service, you must activate the service and remain a member of FreeScore. There's no additional cost to activate 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 go beyond Credit Reports to 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 takes 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 "Kroll Identity Theft Consultation and Restoration" icon on the right side of the page.

2. To activate your service, click "Activate" on the right side of the page.

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

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

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GENERAL ACCOUNT QUESTIONS

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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How do I change my login information?

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 Email Address," "Edit Password" or "Edit Security Questions" link.

3. Update your login information.

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The billing descriptor MVQ*FreeScoreappeared 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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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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Why do I have a member ID number?

Your membership ID number may be necessary for your initial login to the website as well as for contacting Member Services. You'll find your membership ID number 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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I am an IdentityCheck24 member. How do I log in?

IdentityCheck24 members have recently been upgraded to IdentityHawk. Please follow the steps found in your Upgrade email or go to Upgrade.IdentityHawk.com to access your IdentityHawk benefits. If you have any questions please visit our contact us page to send an e-mail, or call us toll-free at 1-800-316-8824.

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How can I contact you?

Visit our contact us page to send an e-mail, 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 Microsoft or Firefox 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?

Click here to 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; a Member Support Representative will get back to you as soon as possible.

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