Told you need to phone up to cancel? WRONG

Sausage_Roll

I was cancelling my free trial with Credit Expert, and after emailing them and being told I had to phone up to cancel, I decided to do a bit of digging - I assumed the main reason for them not wanting to cancel by email was so one of their sales team could try and persuade me to stick with them on the phone.

According to the Consumer Protection (Distance Selling) Regulations 2000, if you give any company notice to cancel by email, then that will suffice. This is applicable to anything bought via the following;

the internet
digital television
mail order, including catalogue shopping
phone
fax

The specific part of the regulation:

4) A notice of cancellation given under this regulation by a consumer
to a supplier or other person is to be treated as having been properly
given if the consumer -

(d) sends it by electronic mail, to the business electronic mail
address last known to the consumer (in which case it is to be taken to
have been given on the day on which it is sent).

Hope this helps someone

dmg24

I know someone that works in this division of Experian. They do accept cancellations by email.

Sausage_Roll

dmg24 wrote: »

I know someone that works in this division of Experian. They do accept cancellations by email.

Good to know that; but speaking from experience as a customer and not as a friend of a friend who knows a guy sort of thing, I had to quote this regulation to get there. They initially respond with an automated reply (see below), and once I'd quoted the regulation they cancelled it but not without reminding me that it was against their terms and conditions:

FURTHER INFORMATION:

In accordance with our Terms and Conditions you are required to call us, but in this instance I have cancelled the membership for you.

Kind regards

RE: Your cancellation Request

If you would like to cancel your membership, please call us on free phone 0800 561 0083.

Our opening hours are Monday to Friday 9am until 6pm and Saturday 9am until 1pm. The lines can be very busy so you may wish to avoid the peak times of 10am to 11am and 12pm to 2pm on weekdays.

WHAT YOU SHOULD KNOW BEFORE YOU DECIDE TO CANCEL:

* We receive regular updates from lenders, so it is likely that your credit report will change. As a member of CreditExpert, you can check your report as often as you like.

* While you are a member we will also send you alerts to tell you when your credit report changes significantly.

* You can easily check your report before you apply for credit, to make sure everything is up to date.

* If you have a specific question about your credit report, please use this form: https://www.creditreporthelp.experian.co.uk/creditexpertqueries/. We will reply by e-mail as soon as possible.

FURTHER INFORMATION:

And remember, if you do cancel your membership, you can easily rejoin Credit Expert any time you need us.

If you are unable to call the free phone number, please call us on 0115 935 6662.

This is an automated response. Please do not reply to this email.

credit-geek

I have just signed up again with credit expert as i am applying for a few different financial products, the following is contact details, for cancellation:

To cancel your Credit Expert membership you can contact customer services on free phone 0800 561 0083 (Mon-Fri 9am-6pm, Sat 9am-1pm, Sun closed).


To put your cancellation request in writing you can write to PO BOX 7710, Nottingham, NG80 7WE or email [EMAIL="customerservice@creditexpert.co.uk"]customerservice@creditexpert.co.uk[/EMAIL]

Previously i had the membership and canceled by emailing CustomerService@CreditExpert.co.uk, just saying i wanted to cancel the membership. They emailed me back to say it was canceled. I did not call that time, just emailed.

I think from experience, even if you have a conversation over the phone to cancel, i would put these type of things in writing anyway, so would follow-up the phone call with an email.

dfh

I would always put such things in writing and also keep a copy as telephone records have a way of disappearing when it suits them.

dfh

dmg24 wrote: »

Seems that credit-geek agrees with me too, so only you that doesn't know what to do - please do continue making yourself look stupid!

Someone who knows someone who knows someone said that....:rotfl::rotfl::rotfl:

Sausage_Roll

dmg24 wrote: »

Seems that credit-geek agrees with me too, so only you that doesn't know what to do - please do continue making yourself look stupid!

If letting people know that if a company insists that you can only cancel by telephone - which credit expert did, and DO in their FAQ: here, then I shall continue posting as I have done.

I don't know where Credit geek (a [STRIKE]creditexpert plant [/STRIKE]one post wonder, by all accounts) is getting that information from, but the information that the regular user will use is in the FAQ, as linked above.

I'm not sure why you're posting on this thread, you've not added anything constructive, and it is clearly a thread meant for those who are also told by a company that they should use the telephone.

There's a distinctly hostile atmosphere within this forum, largely perpetrated by yourself dmg, 25000 posts in that length of time huh? Get a job please, or stop ripping off your present employer - I've not seen anything other than snide comments from you anywhere in this forum.

fthl

I don't know how the credit expert thing works, or what timescales we are talking about, but I would be surprised if the Distance Selling Regs apply as it is a service that is delivered immediately at your request and is then not capable of being returned. If this is the case, and I'm not 100% certain without checking the regs, then the para referred to in first post won't apply.

dfh

Everyone has to start of with their first post. Just to accuse people of being a plant because they do not post what people want to hear is childish. And DMG has been helpful to scores of posters here. He just likes to call a spade a spade and some people don't like it.

rustyboy21

ohhh DFH I am not getting involved with this one, I have enough on my plate with PHOTON lol.

Leave this one to you :rotfl:

Sausage_Roll

fthl wrote: »

I don't know how the credit expert thing works, or what timescales we are talking about, but I would be surprised if the Distance Selling Regs apply as it is a service that is delivered immediately at your request and is then not capable of being returned. If this is the case, and I'm not 100% certain without checking the regs, then the para referred to in first post won't apply.

Why not check the regulations before saying what you think they might say? I've checked them, and it is, as I said in my first post, applicable to anything bought via those communication mediums. Goods or services.

Really, this place has gone down hill; why contradict someone without actually know that you're contradicting them correctly?