Consumer complaint received 2024-12-13 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Credit monitoring or identity theft protection services — Problem canceling credit monitoring or identify theft protection service
Company: Experian Information Solutions Inc.
State: NC

Complaint narrative:
I called XXXX credit card in XX/XX/XXXX to inquire regarding an Experian charge Id not authorized. That is when I was advised that Experian had charged for last year as well. 

In XXXX, I canceled my husbands paid account on the same day I canceled my free account. My husband was present to confirm the cancellation. It is of note to me that the very day I/we canceled in XXXX is the day I was charged. 

In mid-late XXXX or earlier in XXXX of this year - Experian sent an email regarding the receipt of my dispute but stated that the only canceled account was the free account and asked for more documentation regarding the charge I was disputing via email. I emailed documentation of the current charge, but Experian never responded. I finally spoke with a live person at Experian. I was told there was no record of my phone call cancellation in XXXX, and the Experian rep acknowledged that I was charged last year and this year for a " service '' I did not want. I tried to cancel online last year but could not do so a phone call was required, which I made. There is no way to cancel online. There is no way to cancel on the phone, either. 
The Experian agent I spoke with this month ( XX/XX/XXXX ) continued to attempt to offer reasons why the account was not closed. 

Finally, I was given a fax number to submit my written complaint. Initially, the agent stated it could take 24 48 hours to resolve but needed to confirm that with his team. I was then told it would take a while for the issue to be resolved because it had to go through the mail room. I reminded the Experian agent that I was not mailing the requested information I was going to fax the requested information today immediately after the call with him. ) The agent checked, again and reported being told that the fax would still have to go through the mail room and was unable to offer a ballpark date or time frame when these corrections would occur, although he didnt think it would be a problem. I asked the agent for a number at the corporate office. The number he ( XXXX ) was able to give me is associated with an automated Experian system I was unable to speak with a live person. I have now received a " finding '' from Experian regarding a different credit card - which has NOTHING to do with their ongoing failure/refusal to correct the EXPERIAN ERROR OF ENGAGING IN UNAUTHORIZED BILLING in XXXX and XXXX FOR AN EXPERIAN " CREDIT MONITORING '' ACCOUNT THAT WAS CLOSED LAST YEAR. A series of attempts to cancel last year, finding this year the request of XXXX was NOT honored. Still, Experian continued to engage in ongoing billing despite not being authorized... Dealing with Experian has been a complete horror show, repeatedly trying to cancel - speaking with incorrectly " knowledgeable '' agents, asking for and receiving a " corporate '' phone number which turns out to be another unresponsive recording with no ability to speak with a live person- I fear the impact of their fraudulent billing and my multiple attempts to cancel will have a negative impact on my credit rating - and I don't know where else to turn for help that will result in Experian no long billing me for a service I do not and did not want. How/why are they able to get away with this? I want a refund of the XXXX and XXXX billing and a written guarantee that this specific issue I am having with Experian - that Experian has created -will not negatively affect my credit rating.

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