Consumer complaint received 2019-02-28
Company: Experian Information Solutions Inc.
State: NC
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:
My issue is with Experian credit bureau. On XX/XX/XXXX I was looking at my bank statement and notice two charges from Experian. I saw that there was a charge for {$24.00} on XX/XX/XXXX, and {$19.00} on XX/XX/XXXX. I did not understand why the charges occurred. 
On XX/XX/XXXX I called Experian to get an understanding of these charges. After, going through several lower level customer services representatives. I was able to speak to a supervisor named XXXX. I asked for her for an identifying number. She told me that her employee number was XXXX. 
I explained my issue and told her that when I signed up for the service several years ago. The fee was initially {$5.00}, and then would go to {$14.00} a month after that. This was what I signed up for and understood this. However, in XXXX of XXXX Experian without my knowledge or consent. Experian migrated my account into two separate accounts. This made an Experian account that began charging {$24.00} a month. The Experian account number is XXXX. 
XXXX said that the other account that I did not consent to was made for a branch of Experian named XXXX XXXX. The Experian XXXX XXXX account number is XXXX. This account began charging me {$19.00} a month. This was done without my consent or knowledge. This account began at the time of the migration in XX/XX/XXXX. XXXX also acknowledged all this was done without my knowledge or consent. 
Experian said that they did do this without my knowledge or consent. Experian gave me 2 refunds. one for {$24.00}, and one for {$39.00}. I contacted the XXXX XXXX branch of Experian also on XX/XX/XXXX. I spoke to XXXX which said he had no identifying number, and he was the only XXXX at the company. I explained the issued with him. He told me that I would be contacted in 3-5 days. I was never contact. They company did give me 2 refunds for {$19.00} on XX/XX/XXXX. 
On XX/XX/XXXX I attempted to contact the corporate office of Experian. The operator said that no on there would assist me, and that I had to deal with someone in their special services department. I was connected to that department. I spoke to a male that would not provide his information. I asked for a copy of all the payments I had made, and he said they would not do that. I did get him to admit that the company. Did raise my payments and made 2 accounts without my knowledge or consent. 
I requested that I receive all my money back beginning from XX/XX/XXXX to todays date. I explained that I never consented to pay {$24.00} and never consented to the opening of the XXXX XXXX account. I never consented to the account or the fee of {$19.00}. The male told me that the account was called Experian XXXX XXXX, or XXXX XXXX XXXX. 
The person I spoke to said that they would not do that. He gave a different account summary than XXXX did. I again asked for a copy of my accounts activity and charges which he continued to say that they would not provided that. He said I should refer to my bank statements. 
I have since closed both accounts. I do request that all money that was paid beginning from XX/XX/XXXX to both accounts be refunded. This is based on the fact that it was done without my knowledge, consent, or approval. The overcharging and deception went on for 15 months. The Experian account for {$24.00}, and the XXXX XXXX account for {$19.00}. I feel Experian owes me {$370.00}, and XXXX XXXX owes me {$290.00}. I feel Experian owes me the total of {$670.00}. 
The male was very clear that I would not receive a refund, and said that there services were non-refundable. I told him that I would be contacting the Consumer Finance Protection Bureau about  this. He said that's fine do that.

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 monetary relief