Consumer complaint received 2021-07-07
Company: EQUIFAX, INC.
State: FL
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:
On XX/XX/XXXX, I agreed to pay {$4.00} to receive a copy of my credit report due to someone opening bank accounts in my name. When I reviewed my credit card statement in XXXX, I saw that Equifax had charged my card for {$19.00}. I called them on XX/XX/XXXX and was told that they were cancelling the monitoring service that I had unknowing signed up for to get the credit report and that I would not be charged again. I asked for confirmation that the subscription had been cancelled and was told that I would receive an email confirming it. I called back the same day and spoke to another person to verify that the subscription had been cancelled and was told that it had been cancelled. I never did receive the confirmation email. 

When I checked my credit card statement in XXXX, I saw that on XX/XX/XXXX, I had again been charged {$19.00}. On XX/XX/XXXX, I called again and was told that it was probably an error and that it should get resolved. I told them that I wanted to ensure that I would not be charged again and that I expected them to refund the charges. I asked to speak to a supervisor and was put on hold for an extended period of time and then that the supervisor was tied up and would call me back within 2 hours. 

On XX/XX/XXXX, I saw that my card had again been charged on XX/XX/XXXX for another {$19.00}. I again called Equifax and the person I spoke to said that she could see by Equifax XXXX XXXX XXXX that the subscription had been cancelled. She said that she was elevating the complaint and that someone would get back with me to let me know what they found. I asked when I could expect to hear back and was told that it would take at least 24 hours. She said that when I called back to refer to XXXX XXXX XXXX which she generated during the call. I also asked again for confirmation that the subscription had been cancelled and she said that she couldn't but that when I spoke to the person who was to resolve the issue, they could give me the confirmation. 

I called back on XX/XX/XXXX and was told that the information I was given was not correct and that it would take up 14 days for the issue to be reviewed and resolved. 

I called back on XX/XX/XXXX and the person I spoke to was unable to determine what had happened with the " elevation of the complaint '' and that they were again " elevating '' the complaint. I again asked for the confirmation that the subscription had been canceled and was told that it would have to be handled by a supervisor. I asked to speak to the supervisor and was again placed on an extended hold and after 20+ minutes told that someone would call back. No one returned the call. 

On XX/XX/XXXX, I again saw that I had been charged {$19.00}. I called again, and as before, was told that the complaint was being elevated yet again. As before, I was not able to speak to a supervisor or get them to send me the confirmation of cancellation of the subscription. 

On XX/XX/XXXX, my credit card was charged again for the {$19.00} for the subscription that was cancelled in XXXX. 

I have contacted my credit card company to try to stop the charges but was told that the charges had to be stopped by the vendor, in this case, Equifax. 

I will be calling Equifax again to try to stop this.

Company response to consumer: Closed with explanation