Consumer complaint received 2015-12-10
Company: Experian Information Solutions Inc.
State: NY
Product: Credit reporting
Issue: Credit monitoring or identity protection
Sub-issue: Account terms and changes

Complaint:
After becoming the victim of identity theft, and having my bank account drained of tens of thousands of dollars, I contacted Experian, on XX/XX/XXXX, to place a security freeze on my credit report. I also requested a current credit report, to make sure nobody was using my identity to secure a loan or line of credit. About two weeks later, while checking my credit card statement, I noticed a charge of about {$24.00} from Experian. When I called, the rep said that by authorizing the {$1.00} report, I was also agreeing to a " free '' 7-day trial '' of a monitoring service and that, if I did not cancel within the 7-day period, I would be billed for the service. I explained that I had no intention of signing up for any such service, and I requested that my account be cancelled and that I receive a refund of the charge. The rep said she would cancel my account, but that she was unable to issue a refund. I then asked to speak to a supervisor. 

After a 20 minute wait on hold, a supervisor named XXXX answered. He told me he would cancel my account but that the fee was non-refundable. He explained that the website was clear in that I had to cancel within 7 days to not be charged. I pointed out that I had no idea I was even enrolled until XX/XX/XXXX when my credit card was charged. I received no email confirmation that I was enrolled in any kind of program, no phone call confirming my enrollment, no customer number or explanation of the program. Nothing. Not until well after the trial period was I even aware of being enrolled. He said I was sent an email on XX/XX/XXXX, which I was, but all that email said was that I had " updated my account information. '' There was no mention of any service I was signed up for. XXXX reiterated his position that the fee was non-refundable. I became increasingly irate, over the course of the conversation, over his refusal to make good on Experian 's shady, unethical business practices. I explained that I have never done business online with a company that did n't provide some kind of email confirmation of my purchase. Never. It is clear to me that this is how Experian, and other reporting agencies, sucker people out of money for as long as it takes for them to realize they 'd been swindled by fine print. 

I had a similar problem with XXXX, but at least the rep there refunded the charge. 

I strongly advise anyone wanting to get a copy of their credit report to do it over the phone and very clearly tell the rep that they only want a report and do NOT authorize, under any circumstances, being enrolled in any credit monitoring service. 

Congress needs to take action and stop this kind of railroading from credit reporting agencies. A hacker stole money from my bank account, ilegally. Experian stole money from my credit card legally. But they still stole from me, because I did not intend for them to have my money. And that 's theft, no matter how much fine print they hide behind. This practice should be illegal and someone needs to start a class action lawsuit against these companies. They should be helping people in their times of vulnerability, not ripping them off.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief