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  • FIRST POST
    • wildz
    • By wildz 18th Mar 17, 11:26 AM
    • 83Posts
    • 6Thanks
    wildz
    Credit Expert (Experian) cancelled but still taking money from account
    • #1
    • 18th Mar 17, 11:26 AM
    Credit Expert (Experian) cancelled but still taking money from account 18th Mar 17 at 11:26 AM
    I paid £14.99 last august to retrieve a copy of my report, I joined a few years ago and had the free for 30 days offer, cancelling well within the timescale, no problem. After paying for this last report I then rang them cancelling my membership, now I have found out that this money has been coming out of my account every month since last august, I now wish I had emailed them so I had proof. Do you reckon there is any chance I will get this money back?'Phone calls must be recorded surely a note would have been added on my file. I am now going to have to cancel my bank card as I feel that's the only option now as well as emailing Experian.

    Thanks
Page 1
    • nic_c
    • By nic_c 18th Mar 17, 12:11 PM
    • 787 Posts
    • 491 Thanks
    nic_c
    • #2
    • 18th Mar 17, 12:11 PM
    • #2
    • 18th Mar 17, 12:11 PM
    How did you cancel originally? Did you not get a confirmation of the membership being cancelled? Did you not notice the amount coming out of your bank account each month over the "few years". If calls are recorded, make an official complaint with them.
    • wildz
    • By wildz 18th Mar 17, 12:28 PM
    • 83 Posts
    • 6 Thanks
    wildz
    • #3
    • 18th Mar 17, 12:28 PM
    • #3
    • 18th Mar 17, 12:28 PM
    The money has been coming out of my account since September last year, I checked my balance last month, I don't religiously keep checking my balance, but after receiving some emails from them alarm bells started ringing. To be honest I can't remember if I received a confirmation after cancelling it last year, will have a look for one.

    Thanks
    • Anthorn
    • By Anthorn 18th Mar 17, 12:32 PM
    • 3,028 Posts
    • 781 Thanks
    Anthorn
    • #4
    • 18th Mar 17, 12:32 PM
    • #4
    • 18th Mar 17, 12:32 PM
    Next time you allow a continuous payment authority use a pre-paid card which doesn't allow overdrafts and when you cancel don't top-up the card. For now contact your bank and tell them to cancel the continuous payment authority.
    • robber2
    • By robber2 18th Mar 17, 12:38 PM
    • 235 Posts
    • 178 Thanks
    robber2
    • #5
    • 18th Mar 17, 12:38 PM
    • #5
    • 18th Mar 17, 12:38 PM
    Cancelling your bank card wont make any difference, the payments will continue.

    Rob
    • nic_c
    • By nic_c 18th Mar 17, 2:43 PM
    • 787 Posts
    • 491 Thanks
    nic_c
    • #6
    • 18th Mar 17, 2:43 PM
    • #6
    • 18th Mar 17, 2:43 PM
    https://help.creditexpert.co.uk/help/sv635/Cancel_and_duration/complain_about_membership

    if you remember when you cancelled, make the complaint and follow up with one to FOS if you don't get a satisfactory answer
    • Ben8282
    • By Ben8282 18th Mar 17, 8:30 PM
    • 1,913 Posts
    • 831 Thanks
    Ben8282
    • #7
    • 18th Mar 17, 8:30 PM
    • #7
    • 18th Mar 17, 8:30 PM
    Perhaps this will teach you to check your bank account more often in the future.
    Call them and cancel again. See what they say.
  • Experian company representative
    • #8
    • 20th Mar 17, 3:59 PM
    • #8
    • 20th Mar 17, 3:59 PM
    Hi Wildz, if you have cancelled your CreditExpert membership you certainly should not be charged and I'm sorry to hear that this has been the case. When a membership is cancelled you should also receive an email to confirm it. I would like to look into this for you to find out why this hasn't happened. If you could please email your details (name, date of birth and address) to uksocialsupport@experian.com I will be able to investigate and make sure the membership is cancelled. Kind regards Neil.
    Official Company Representative
    I am an official company representative of Experian. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"

    Posts by James Jones, Neil Stone, Stuart Storey & Joe Standen
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