Consumer complaint received 2018-02-13
Company: Experian Information Solutions Inc.
State: VA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Credit monitoring or identity theft protection services
Sub-issue: Billing dispute for services

Complaint:
back in XX/XX/XXXX, I had purchased a product ( all 3 credit report from the 3 bureaus ) forXXXX. this was due to the unfortunate aftermath of the XXXX data breach. after discovering and making corrections on my credit report via XXXX, I received a letter from XXXX stating that my request was fulfilled and I needed to check back with each additional bureaus to assure the changes were reflecting as well. So I decided to jump on Experian to check my report, it was then that I was offered to create an account which would allow me to monitor my credit score and report for FREE. like any story it sounded too good to be true in fact there was a small fee of {$4.00} that needed to be paid. I paid the {$4.00} fee and ensured that there weren't going to be any featured or future charges so I immediately called Experian to have my membership canceled, I took extra steps to go ahead and even turn off the debit card that I used just to be on the safe side since I barely use the card anyway. Fast forward to XX/XX/XXXX after recently turning my subject debit card on I saw a charge of {$39.00} on my account dated for XX/XX/XXXX and processed on XX/XX/XXXX. I immediately called the customer service line and WAITED for 1H:32MIN before I was able to speak to customer service Rep. after an additional 35 min ( total phone time now at 2H:7MIN ) the supervisor offered me a {$19.00} refund and stated that's all she could do at her level, I then proceeded to ask her for the next higher echelon which according to her would be " XXXX '' to help me resolve my problem and get me the rest of my {$19.00} back. now before you tell me that I should have read the fined print which I did and called to get my account canceled, it wouldn't even be fair because these guys weren't actually able to charge my account for all this time, which means I wasn't even able to enjoy whatever this product they offered, and as you can see below I had plenty of time on the phone waiting to be spoken to that I even successfully navigate their complex website to cancel my account myself. 
with that being said, I respectfully asked that you issue my refund in full ( {$39.00} ) or for the case {$19.00} if the supervisor I spoke on the phone with, promised to refund the first part, her name was XXXX XXXX I believe ( could be off on the spelling ). 
You can imagine that I have spent a lot of time these guys, I ask again please issue my refund on the XXXX card ending in XXXX ( full card number is XXXX ) email confirmation of canceled account : On Wednesday, XX/XX/XXXX XXXX XXXX, Experian XXXX wrote : Experian Membership ID XXXX XXXX Member Sign In " My Name '', see your FICO Score now for free. 
Your Experian IdentityWorks Premium benefits have ended. Knowing where your credit stands can help you make better financial choices and get closer to the things you want. 
How to make the most of your new free account :

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation