Consumer complaint received 2016-01-16
Company: Experian Information Solutions Inc.
State: CA
Product: Credit reporting
Issue: Credit monitoring or identity protection
Sub-issue: Account terms and changes

Complaint:
I am yet another who fell victim to the misleading business practice whereby I unknowingly signed up for Experian credit card monitoring services when I thought that I was simply requesting a one-time credit report through their website. The website is very cryptic in indicating that a person is actually signing up for a membership and even less evident is the need to cancel the trial after a short prescribed time, with information about cancelling the account entirely being almost invisible. While I now realize that this is a common occurrence even warned about on a the FTC website, I am a bit surprised that that it was so easy to fall victim to this very misleading business practice. Below is a copy of the initial complaint letter. They have responded and denied my request. I am planning on filing an appeal. While I realize that ultimately I signed up for this service ( albeit unknowingly ), I can not sit by without voicing my concern about this predatory practice. I can not imagine that we are powerless against this company to do nothing to make it more evident and clear for consumers what they are getting into when they sign up for this service. If for nothing else, please add my complaint to the list. I would be willing to testify further. I would like to see some sort of regulation that makes it more clear about signing up for membership services. Thank you. 
XXXX XXXX, 2015 XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX, TX XXXX To Whom It May Concern : I am requesting reimbursement of membership dues I have been charged since XXXX, 2015 when I was unknowingly signed up for your continuous credit monitoring service. I understand from talking with your customer service representative and an inquiry through my bank that I have thus far paid {$150.00}. 
In XXXX, 2015 I accessed your website for a one-time credit report needed to submit for employment purposes. Apparently at this time I was also unknowingly signed up for a membership. I have received no invoicing documentation either electronic or post mail that I was being charged on a monthly basis. I have received no communication regarding opting out or cancelling the membership, and the process of how I was signed up was cryptic and misleading. 
As you will notice, there has been XXXX activity signing in and utilizing any membership services on this account since XXXX, when I initially accessed your website to obtain a credit report because I was interviewing for a job with a fire department. 
I am a woman on her own living in XXXX where my XXXX XXXX XXXX job barely pays for necessities. An expenditure of this sort for something I was not utilizing is a significant hardship, and I 'm very concerned because I had no reason to think Experian was taking money from my account because I was not even aware I was a member. 
In fairness, I am fully willing to pay for services I utilized that first month of membership ( {$22.00} ), however I am requesting full reimbursement of the remaining {$130.00}. 
It was a major disappointment when at the very end of a rigorous recruitment process I did not get hired for the XXXX job, and now several months later discovering that I have also lost a large amount of money as a result of this has made this scenario even more disheartening. 
Please know that you today have the power to make a decision that will reflect very favorably or very poorly upon your organization. I am confident you will make the right XXXX. 
I can be reached at XXXX for more information and thank you for your consideration.

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