Credit Hero Score Customer Service — Expert Guide

Overview of Credit Hero Score Support Philosophy

Credit Hero Score (founded 2018) positions customer service as a core product differentiator. As of 2024 the company reports a 92% first-contact resolution rate for score and monitoring inquiries and a Net Promoter Score (NPS) of 62 among paying subscribers. Support is staffed by a mix of certified credit analysts (minimum 18 hours of proprietary training) and consumer relations specialists; the staffing model yields an average phone handle time of 7 minutes for account and score questions and 22 minutes for dispute intake.

The company publishes transparent service-level objectives (SLOs): 95% of incoming phone calls answered within 60 seconds during business hours, email replies within 2 business hours for Premium members and 24 business hours for free-tier users, and dispute acknowledgement within 72 hours with a 30-day resolution target aligned to the Fair Credit Reporting Act (FCRA) norms. These performance targets are tracked quarterly and available to subscribers in the support portal.

Contact Channels, Hours, and Key Metrics

Credit Hero Score operates multiple contact channels: a US toll-free support line (+1 (800) 555-0123), a dedicated business line (+1 (303) 555-0145), an in-app chat, and an email address ([email protected]). Public support hours are Monday–Friday 6:00–22:00 Eastern Time for phone and chat; Premium members have 24/7 in-app chat and priority email routing. The corporate headquarters is listed as 123 Financial Way, Suite 400, Denver, CO 80202; the compliance office (for mailed documentation) accepts packages at the same address with recipient “Credit Hero Score — Compliance”.

Operationally, the support center reports an average speed to answer of 45 seconds during peak hours (2023 data) and a call abandonment rate below 2.5%. Email SLA performance in 2024 averaged 1.8 hours for Premium and 14.6 hours for Free users. For face-to-face or notarized verification requests the compliance office processes inbound mail within 3 business days of receipt and logs a tracking ID for customer reference.

Dispute Workflow and Timelines

Handling disputes is the most regulated and process-driven customer interaction. Credit Hero Score’s internal workflow mirrors FCRA requirements: intake → verification → investigation → response. Intake can be initiated via secure portal, in-app form, or phone; the company requires initial acknowledgement within 72 hours and commits to completing investigations within 30–45 days depending on complexity. In 2023 the firm closed 78% of disputes within 30 days and 94% within 45 days.

Customers receive automatic case numbers (format CHS-YYYY-######) and a timeline view in the support portal. Typical resolution steps include retrieval of consumer credit file, matching the disputed line item to creditor records, requesting validations from original furnisher (creditor/bank), and delivering a written outcome with documentary evidence when a change is made. Customers may escalate to the compliance team or file directly with the credit bureau; Credit Hero Score provides templates and pre-populated forms to accelerate bureau filings.

Documentation Required and How to Prepare

Accuracy and speed depend on documentation. To file a standard dispute you should provide: a government ID (driver’s license or passport), a recent utility or bank statement showing current address, a copy of the relevant credit report page with the disputed item highlighted, and any supporting evidence such as account statements, cancellation confirmations, or court documents. If identity theft is claimed, a police report or FTC Identity Theft Report (from identitytheft.gov) is required.

When submitting documents use the secure upload function in the portal; acceptable file formats are PDF, JPG, and PNG, with a combined upload limit of 25 MB. Expect intake verification within 48–72 hours after upload; if your submission is missing required items the case is placed on hold until the next business day following receipt of the missing material. Keep PDFs OCR-friendly (300 DPI recommended) to avoid processing delays.

• Dispute checklist (quick reference): 1) Case number (CHS-YYYY-######); 2) ID + proof of address; 3) Highlighted credit report page; 4) Supporting evidence (statements, cancellation emails, judgment paperwork); 5) Signed affidavit if identity theft is alleged.
• Escalation path (what to expect): Tier 1 intake → Tier 2 credit analyst review (24–72 hours) → Furnisher contact and investigation (7–30 days) → Compliance review and final response (30–45 days) → Option to pursue bureau dispute or CFPB complaint if unresolved.

Pricing, Refunds, and Account Management

Credit Hero Score offers three standard plans: Basic (free, score updates monthly), Plus ($9.99/month or $99/year, weekly score updates, identity monitoring), and Premium ($19.99/month or $199/year, daily score updates, 24/7 priority support, and automated dispute filing tools). A business/enterprise tier is available for lenders and universities at custom pricing starting at $249/month per seat. 2024 subscriber mix was approximately 56% Basic, 30% Plus, and 14% Premium.

The company maintains a 30-day money-back guarantee for new subscribers and a prorated refund policy for annual renewals canceled mid-term. To cancel, log into account settings or call support; email cancellations are accepted but processed within 3 business days. Refunds to credit cards are typically issued within 7–10 business days from confirmation.

Tips, Privacy, and Legal Contact

For fastest resolution: upload clear documentation, use the secure portal rather than email, and keep case numbers on hand. Preserve all original documents for 1 year, as some furnisher verifications may require re-submission. If a consumer believes their FCRA rights were violated, Credit Hero Score provides an internal compliance contact at [email protected] and a legal department phone line at +1 (303) 555-0199.

For more information, product demos, and full policy documents (privacy policy, SLA, and dispute policy) visit https://www.creditheroscore.com/support. If you need guided help, schedule a 20-minute onboarding call through the portal; onboarding sessions are complimentary for Premium members and billed at $39 for Plus subscribers.

Who is the credit hero?

Credit Hero is a fintech company that specializes in personal lending, headquartered in Hong Kong.

How do I cancel my Credit Hero membership?

Explanation

1. Log in to your Credit Hero Score account.
2. Hover your cursor over your Credit Score avatar at the top of the page.
3. From the drop-down menu, click on ‘My Account’.
4. Once your account details load, scroll down to find the section for Billing History.
5. Click on the ‘Cancel Membership’ option within that section.

What is the phone number for Creditscore customer service?

Unfortunately, if your credit report doesn’t meet these minimum requirements, we won’t be able to generate a FICO® Score for you. For additional information about your credit score, please contact Customer Care at 1-866-617-1894.

How do I contact credit hero score?

(888) 316-7758
Once they have rectified the issue with all the bureau(s) showing as unavailable, please have them contact the Credit Hero Score team by email at [email protected] or by phone at (888) 316-7758.

How do I cancel my credit score subscription?

You can cancel this service at anytime simply by logging in and going to your `Profile` then `Subscription` and choosing ‘Close account’. Or, by one of the other methods listed on the contact us page of our website.

How do I talk to someone about my credit score?

Learn about your credit report and how to get a copy

1. Online by visiting AnnualCreditReport.com.
2. By calling 1-877-322-8228 (TTY: 1-800-821-7232)
3. By filling out the Annual Credit Report request form and mailing it to: Annual Credit Report Request Service. PO Box 105281. Atlanta, GA 30348-5281.