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Experian get rid of id insurance but same price
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chanz4
Posts: 11,057 Forumite
The below new product means your paying more than you should for the service, as wasnt the increase to cover the insurance. I wonder if they will be refunding
Here at Experian CreditExpert we're committed to giving you the very best service to meet your needs and continuously strive to ensure our service remains the most comprehensive in the market.
After some great customer feedback sessions, we're pleased to tell you that on 28th July we launched a new product! This means that as well as having access to your Experian credit report and score, web monitoring and CreditMatcher you'll now receive the fantastic new enhancements detailed below. We have decided we will no longer be offering Identity Fraud Expenses Insurance as part of our product; however, you can still submit claims in accordance with the terms of the policy and we are retaining some of the benefits such as the Victims of Fraud Service. The new product includes;
A new and improved Victims of Fraud service with direct access to your own dedicated fraud case worker if you think you have been a victim of fraud. Our experts will work on your behalf to investigate and resolve fraudulent activity and carry out additional fraud checks, every 90 days for up to a year to give you additional peace of mind; and
Freephone (0800) access to our award-winning customer support team so you can speak to our experts to get help in understanding, managing and improving your Experian credit report and score.
And we're not stopping there either; we'll be making even more improvements over the coming months adding great features. For example:
Regular personalised reports on the factors behind your current credit score together with a tailored step-by-step plan on how you can improve it.
Fast and secure mobile access so you can keep check on your financial situation on the go!
You also have the option to move to our alerts only service, which costs £3.99 per month and will send alerts whenever there are certain changes to your Experian credit report including the addition or deletion of an account or if a credit check is carried out in your name.
So what do you need to do? Absolutely nothing! This great new product is at the same price you're currently on. We'll move you over to our new product between the 15th - 18th September.
If you'd like to move your membership over sooner, take the alerts service, or if you decide you no longer require your CreditExpert membership, just email us at customersupport@experian.co.uk quoting reference NEW01, full name, and customer number or call us on 0800 052 1051 between the hours of: Monday - Friday 8:00 am - 7:00 pm, Saturday 8:00 am - 4:00 pm.
Terms and conditions which will apply to the new product and the alerts only service are available to review here (as well as when you log-in to the service). These Terms and conditions amend those that currently apply to your service. The amendments are for housekeeping purposes (for example to remove references to insurance) and they don't negatively affect your rights or responsibilities in any way.
We hope that's all clear, if you have any questions at all, call us on 0800 052 1051 or 0344 481 0057 from a mobile phone quoting reference NEW01.
Here at Experian CreditExpert we're committed to giving you the very best service to meet your needs and continuously strive to ensure our service remains the most comprehensive in the market.
After some great customer feedback sessions, we're pleased to tell you that on 28th July we launched a new product! This means that as well as having access to your Experian credit report and score, web monitoring and CreditMatcher you'll now receive the fantastic new enhancements detailed below. We have decided we will no longer be offering Identity Fraud Expenses Insurance as part of our product; however, you can still submit claims in accordance with the terms of the policy and we are retaining some of the benefits such as the Victims of Fraud Service. The new product includes;
A new and improved Victims of Fraud service with direct access to your own dedicated fraud case worker if you think you have been a victim of fraud. Our experts will work on your behalf to investigate and resolve fraudulent activity and carry out additional fraud checks, every 90 days for up to a year to give you additional peace of mind; and
Freephone (0800) access to our award-winning customer support team so you can speak to our experts to get help in understanding, managing and improving your Experian credit report and score.
And we're not stopping there either; we'll be making even more improvements over the coming months adding great features. For example:
Regular personalised reports on the factors behind your current credit score together with a tailored step-by-step plan on how you can improve it.
Fast and secure mobile access so you can keep check on your financial situation on the go!
You also have the option to move to our alerts only service, which costs £3.99 per month and will send alerts whenever there are certain changes to your Experian credit report including the addition or deletion of an account or if a credit check is carried out in your name.
So what do you need to do? Absolutely nothing! This great new product is at the same price you're currently on. We'll move you over to our new product between the 15th - 18th September.
If you'd like to move your membership over sooner, take the alerts service, or if you decide you no longer require your CreditExpert membership, just email us at customersupport@experian.co.uk quoting reference NEW01, full name, and customer number or call us on 0800 052 1051 between the hours of: Monday - Friday 8:00 am - 7:00 pm, Saturday 8:00 am - 4:00 pm.
Terms and conditions which will apply to the new product and the alerts only service are available to review here (as well as when you log-in to the service). These Terms and conditions amend those that currently apply to your service. The amendments are for housekeeping purposes (for example to remove references to insurance) and they don't negatively affect your rights or responsibilities in any way.
We hope that's all clear, if you have any questions at all, call us on 0800 052 1051 or 0344 481 0057 from a mobile phone quoting reference NEW01.
Don't put your trust into an Experian score - it is not a number any bank will ever use & it is generally a waste of money to purchase it. They are also selling you insurance you dont need.
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called to cancel, very suprised but even the staff agreed we were been ripped off furtherDon't put your trust into an Experian score - it is not a number any bank will ever use & it is generally a waste of money to purchase it. They are also selling you insurance you dont need.0
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We are writing to update you on your complaint about the identity fraud expenses insurance policy included in a previous version of our CreditExpert product.
When we last wrote to you, we said that we were waiting for some decisions from the Financial Ombudsman Service ("FOS") about four existing complaints, and that we would reconsider your complaint after we received those decisions.
We have now resolved those cases and have reviewed your complaint.
We care about our customers and the service we provide. While we believe that we always sold the identity fraud expenses insurance (that was part of CreditExpert) clearly and fairly, we are always sorry if any of our customers are unhappy with any aspect of our CreditExpert service. As a result, we have decided to take a practical approach to resolving your complaint, which we hope you will be happy with.
While we are still not upholding your complaint, as a gesture of goodwill we are giving you a refund amounting to the difference between the price of the full CreditExpert product with insurance and the version without the insurance. In other words, we are refunding you:- £5 per month (being the difference between the £14.99 monthly fee you actually paid and the cost of the version of CreditExpert without insurance that we used to sell as a retention product at £9.99 per month) for each month that you paid for CreditExpert that included insurance;
- plus 8% simple interest per year on each £5 payment; and
- minus any relevant refund that we have already given to you.
We have made this refund to you on the basis that it is in full and final settlement of all and any claims that you have about the identity fraud expenses insurance that we included in our CreditExpert product for customers joining between 12 January 2011 and 28 July 2014.
If you do not accept this payment and basis of settlement, you need to let us know. In that case, you have the right to refer your complaint to FOS within six (6) months from the date of this letter. You can find full details on the FOS website at the following address:
www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm
Thank you again for your patience.
Yours sincerely,
Customer Relations Team
[EMAIL="complaints@uk.experian.com"]complaints@uk.experian.com[/EMAIL]Don't put your trust into an Experian score - it is not a number any bank will ever use & it is generally a waste of money to purchase it. They are also selling you insurance you dont need.0 -
The reason.
The FOS have found against Experian in one or several cases, and they are now rapidly try to cover their backsides by settling claims as "gestures of goodwill".
No genuine goodwill involved though. Face saving, and damage and publicity limitation is the reason it seems.I just thought I'd update you all.
My complaint to the Financial Ombudsman had 2 stages.
It was upheld at the 1st stage - Experian rejected the findings.
It then went to the Ombudsman for the final decision and was upheld again.
the Ombudsman advised Experian had to refund all the insurance premiums (additional £5 in the standard membership fee) plus 8% interest - all in all, over £100 back.
Experian have agreed to refund - however, in his letter he does state that they do not agree with his decision and are refunding as a gesture of goodwill.
It's taken a while, but I'm getting the refund of all the premiums I've ever paid to them plus the interest.Free/impartial debt advice: National Debtline | StepChange Debt Charity | Find your local CAB
IVA & fee charging DMP companies: Profits from misery, motivated ONLY by greed0 -
Free/impartial debt advice: National Debtline | StepChange Debt Charity | Find your local CAB
IVA & fee charging DMP companies: Profits from misery, motivated ONLY by greed0 -
they need bringing to task, I bought this issue up months ago but mse ignored itDon't put your trust into an Experian score - it is not a number any bank will ever use & it is generally a waste of money to purchase it. They are also selling you insurance you dont need.0
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It really annoys me when they dress up a service cut as something good. Wish they could just be honest for once.Changing the world, one sarcastic comment at a time.0
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