Consumer complaint received 2019-10-11
Company: EQUIFAX, INC.
State: SC
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/2019 I, XXXX XXXX tried to login to Equifax to view my credit report for free via Equifax website prompts ( clicks/hyperlinks ). I was redirected to create a paid membership with an entry price of {$4.00} for the first month and continued monthly fee of {$19.00}. 

I started this at XXXX ( XXXX ) eastern time. I answered the verifying questions and was directed to the credit card payment. I would submit my payment and would be sent an email within minutes stating that my membership status was failed. I tried again at XXXX, XXXX, XXXX, and XXXX. I spoke with an associate about not being able to login on to the membership and receiving a failed message. The associate tried to create a membership at XXXX XXXX and XXXX and received the same error message on her attempts. The associate created a ticket to fix the issue. I was told by the associate that I would be provided a written notice of the fix and a phone call as I requested stating it was fixed as well as other verification issues that I had been experiencing with Equifax. When dealing with entities that use Equifax it was made to where I had to fax my information to the verification department and no one ( associate ) could explain to me way I was having to do this and what could be done to fix the issue. 

I would like a refund of the {$19.00} membership fee charged to me because I didn't not give authorization to create the membership without being notified via phone call of the membership and the verification issue that caused the problem. 

Supervisor XXXX XXXX, stated he was the highest-level supervisor on the floor, highest level supervisor I can speak with, and he was with personal solutions. When asked to speak to his manager and I will not be able to get a refund because no one notified you of my membership going through. I was never involved in the resolution and want to know what was wrong with my account. I want customer service. I had the same attention as they would provide an entity that use their bureau services on consumers if they would be having an issue with billing. 

And I want the called reviewed to hear the associate state that I would be given a call back when the issue was fixed. I got told everything I wanted to hear to create the membership and I was told nothing about the mistakes from the associate not calling to advise of a resolution. Everyone has to use credit bureaus and credit bureau roofless with consumer needs and resolutions. Consumer are engaging with the credit bureau to fix things they should be helpful to consumers. The economy would be better more buying power if people could fix their credit. Who want to take a loan out with a high interest rate? It stops you from buying a car you will pay cash and fix it up as needed until your credit gets better. I just want my money back because I feel like I was intentionally misled ( told things ) knowing that I don't have much of a win with complaining or resolving the membership charge.

Company response to consumer: Closed with explanation