Consumer complaint received 2015-08-17
Company: Experian Information Solutions Inc.
State: CA
Product: Credit reporting
Issue: Credit monitoring or identity protection
Sub-issue: Billing dispute

Complaint:
I set up an account with Experian.com to monitor my wife 's credit score. In setting up the account, for billing purposes I was asked for my own information. The process was long and complicated. After completing the online forms, the product I thought I was getting was what it looked like they said they were giving me - the ability to get my wife 's credit score. We needed my wife 's credit score to help in buying a car, and I got that score soon after setting up the account. I have n't used the account since. The account was set up XXXX XXXX. On the XXXX I was charged {$1.00} and {$4.00} separately, then {$21.00} on the XXXX. Each month after, I was charged {$19.00} on the XXXX ( except for XXXX in which I was charged on the XXXX ) and {$21.00} on the XXXX ( except for XXXX in which I was charged on the XXXX ). Again, after filling out all their online forms, I was sure that I was only going to be charged for one account. Several months have passed and in reviewing out bank statements, I was surprised to discover that we have been being charged twice each month. After calling Experian 's Customer Service to explain the issue and have them refund the money for the other charges, I was not initially told that I had, in fact, set up two accounts, but only that the payments were " valid ''. Then I was informed that there were actually two accounts and that their only offer would be to refund one month from each account upon closing XXXX the accounts. I tried to explain that I had set up only one account and that I should never have been charged for two. I also explained that since I am XXXX and my wife works nights, I was not able to cancel my account until now. I was further willing to pay for the entire bill on a single account XXXX their choice XXXX if they were willing to refund the money for the other account, as I only asked for one account. Their customer service reps were polite but stone walled me as they would only let me talk to a single 'supervisor ' and they said that there was literally no one else I could talk to and that they only had the one offer ( of canceling out the accounts and getting one month from each account refunded XXXX but then they gave me an email address for their billing department. With no promise or serious hope of recovering the money they charged on my card, I reluctantly took the email address and wrote their billing department. It is interesting to note that the charges for the XXXX separate accounts fall on different days. If there was initially two accounts, I was not made aware that there were two or that I would be charged [ essentially XXXX double. If there were n't XXXX accounts initially, I never OK 'd the addition of another account and they used my contact info to start one - saying that I had set it up that way. They will not be able to provide any instance of usage past the initial day ( or credit score check XXXX on my wife 's social security number and there was never any check on my credit score as I never intended to check it. I have never used their services for my own credit score and I want to be refunded XXXX {$19.00} ( {$99.00} ) for an additional account that I did n't ask for and am still willing to pay ( allow them to keep ) the {$1.00} + {$4.00} + XXXX {$21.00} XXXX ) that they have already charged me which is what I expected to pay in the first place.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief