Consumer complaint received 2022-08-05
Company: Experian Information Solutions Inc.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
XXXX XXXX  illegally canceled the credit card protection plan, without authorization or notification, on my XXXX XXXX account # XXXX twice upon attempting to file a claim. Leading it to become delinquent incorrectly. See details below on Complaint # XXXX. 

XX/XX/2022 : Called XXXX XXXX ( otherwise known as mysecuritycard.com ) to file a claim on my credit card protection program ( otherwise known as debt cancellation ). I was informed they were non-operational. I requested a refund for the month as I was not able to use it, specifically stating that I did not want a cancelation, but a refund only for the month I was not able to file a claim. The rep informed me that I would be receiving a letter in the mail letting me know if the refund was approved. She provided the website address for me to get information on the product since I did not receive anything at the actual time of purchase. XX/XX/2022 Contacted XXXX XXXX to inform them of the issue, and to find out what could be done. Nothing. They insisted I call XXXX XXXX. XXXX XXXX : XXXX XXXX paid Credit Card Protection ( CCP ) payment for us, because their site was down since XXXX, and we could not file a claim. We were told a letter would be sent to us letting us know if a payment was approved on our behalf and that a claim form would be sent out. We received nothing from them in the mail or otherwise. XX/XX/2022 Called XXXX XXXX again to follow up. The site was still down. No word from anyone on refund or when a claim could be filed. I asked to be refunded for the XXXX XXXX payment, as well given that I could not file a claim. I specifically told them that I did not want to cancel the program. XX/XX/2022 Following up to file a claim, get a refund on the payment for XXXX, and have a claim form mailed. No new information was provided. XX/XX/2022 Following up to file a claim, get a refund on the payment for XXXX, and have a claim form. Asked to have a claim form sent out. I was given the opportunity to file a claim over the phone, however, I wanted to have written documentation of the process. No form was ever sent out for claim filing. XX/XX/XXXX : XXXX XXXX Canceled our XXXX without authorization or notification. I found out a month later while on a call with XXXX XXXX. XX/XX/2022, XX/XX/XXXX, XX/XX/2022 Called XXXX XXXX to find a solution. We informed them the XXXX was canceled without my authorization. I was eventually connected with an Account manager on XX/XX/XXXX, who agreed to stay on the line while I 3-way dialed XXXX XXXX re : CCP cancellation XXXX We were told I would get a call within 7-10 business days with an answer, and a letter in the mail. We received neither. XX/XX/XXXX : XXXX XXXX reinstated CCP per our request following a 3-way phone call with the XXXX XXXX Account Manager. No notification of reinstatement was provided. No claim form was sent out. No phone call was made to us as promised. XX/XX/XXXX : XXXX XXXX canceled our CCP without Authorization or notification a second time. XX/XX/2022 I contacted XXXX XXXX to find out what happened. In order to get straight answers, I told the representative who took the call that I would be recording the call. She said she would have to hang up, and did so promptly. I called XXXX XXXX numerous times before getting to XXXX, an account manager who was willing to 3-way call XXXX XXXX to find out why the CCP was canceled again. XXXX XXXX claimed XXXX XXXX canceled it. XXXX at XXXX XXXX claimed they no longer had the power to do that. I was told I would get a call within 7-10 days. I told them that I would not be receiving voice mail messages and that they would have to send out a letter for documentation purposes. We tried to confirm my address, they had my office address XXXX XXXX XXXX # XXXX, XXXX, Ca XXXX. All mail, including my XXXXXXXX XXXX and XXXX  statements, are automatically forwarded to me from this address, always. Nothing was received at either my office or my home address of XXXX XXXX XXXX XXXX # XXXX, XXXX Ca XXXX. XX/XX/2022 XXXX called me to follow up. I had not received any communications from XXXX XXXX. We decided to wait another week. In the meantime she would call them to find out what she could do and that she would call me on XX/XX/2022 at XXXX XXXX to let me know what she found out. XX/XX/2022 XXXX called back at XXXX am. There was no furthering of the issue. XX/XX/2022 I called XXXX XXXX to talk with XXXX the account manager. I was informed she could help me no further as those were her detailed notes on the account. Upon request, I was transferred to XXXX, another account manager who also stated he could not help me. I explained the unauthorized cancelations and that this was fraud. He simply transferred me back to XXXX XXXX, the people who would not send out claim forms, canceled the ccXXXX twice, and hung up on me when I stated that I would be recording the call. XXXX I contacted the CFPB to find out which organization oversees Credit Card Protection programs. They told me I could file a complaint with them. Here is the complaint.

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