Consumer complaint received 2018-08-19
Company: Experian Information Solutions Inc.
State: HI
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:
I needed to get a credit report for a rental I was considering. I was aware consumers are eligible for a free credit report annually from each of the major credit agencies. On or about XX/XX/2018 or XX/XX/2018, I did an online search and was led to request a report through Experian. I followed the prompts online. It indicated a {$1.00} charge. I knew that wasn't correct but time was a factor and I wasn't worried about a {$1.00}. Before I completed the transaction there was a disclaimer of an approximately {$21.00} charge for an unknown service. I didn't see an option to opt out of this unknown service. I had not seen anything preceding this message. I don't recall if I skipped back to search although knowing me, I would think I did. I completed the transaction and immediately posted a message, on the same website, advising I did not want the service etc. It's been approximately 2 months since the transaction and I don't recall the " clicks '' I made to find this contact method, but I usually search for the " contact '' link. I always prefer to contact in person as you never know if there is resolution unless you speak to someone directly. It is unusual for me to message a company this way, even through their own website, so, now two months later, I wonder if there was no phone number provided ( challenges to find appropriate contact information to resolve this became an issue ). 

In XX/XX/XXXX I received a credit card statement advising of a posting for {$21.00}, from Experian, on XX/XX/2018. Although I had not received my XX/XX/XXXX statement, I was concerned they had billed me again in early XX/XX/XXXX. 

On XX/XX/2018, I contacted the following phone numbers which I found through XXXX searches : XXXX XXXX XXXX XXXX ( 2 very brief calls ) XXXX XXXX XXXX XXXX ( a 6 minute call ) XXXX 2 calls, the second being 28 minutes. 

In the final call I reached a representative who offered to reimburse 1 charge. I stated I wanted both charges reversed, we could not reach an agreement. He then transferred me to supervisor/XXXX in Arkansas. He too offered only a 1 month reimbursement. He stated I did not cancel properly as I need to cancel by phone or writing or whatever ( it was irrelevant at that point ). I advised I used their own method of contact provided on their website. I did not even know what the service was that I had signed up for. We argued back and forth ; XXXX did not agree to a complete reimbursement. He only offered his Legal Dept 's contact information ( ha, ha, funny XXXX ). He  would not provide his last name or contact number, nor transfer me to anyone above him, nor provide me the Presidents name and contact information. 


I did not want the service, did not even know what it was about, had seen nothing to advise me of this service. This service was not the purpose of my inquiry that day. I have not utilized any service nor gained any benefits as I assumed the " membership '' had been closed. Only in the process of requesting this reimbursement have I learned this is some sort of credit monitoring program which I already have my own subscription through my employer. I completed the transaction as I could not find another way to get the credit report I needed quickly. 

It is ironic that a credit reporting agency, that reports our " misdeeds '' to vendors, hides a marketing program in their credit report request process, then makes it so difficult to cancel. If they check their records, they will find my message to cancel, through an option provided on their website. XXXX 's hedging and unwillingness to provide contact information just shows how difficult it is for consumers to resolve their complaints. I wonder, why do they ( apparently ) not accept notification via their own website message option. And if not, why was the message not forwarded on to someone to contact me. WHY DO THEY MAKE IT SO HARD???????????????? 

EXPERIAN CREDIT AGENCY = UNETHICAL

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