Experian Credit Expert!!

edited 30 November -1 at 1:00AM in Budgeting & Bank Accounts
8 replies 1.7K views
thet0krathet0kra Forumite
2 Posts
edited 30 November -1 at 1:00AM in Budgeting & Bank Accounts
Hi all,

I have to say I am unfortunately used to poor service over the telephone and also to batch treatment but I am absolutely disgusted by my most recent issues with credit expert! :mad:

My wife and I were both looking to cut a bit of fat off our budget about a year ago so we called credit expert to cancel.

On the same call with the same operative we were both offered a discount to £3.49 from £7.99 so we considered it and accepted. We were also asked if we would be interested in an inclusive score service in the future which we declined.

All has proceeded well since then with us making casual use of the service checking our scores every so often.

About 4 weeks ago now my wife received an email advising her she would be going to the new £9.99 a month plan that offered her unlimited credit scores and access to her credit report (it should be £14.99 but as she was already discounted and a "loyal member" she was offered the cheaper price. We discussed this and she said she would probably cancel as we don't need unlimited access to the scores.

2 weeks later she got an email say oh no...sorry...as you have previously said you were not interested and are already on a discounted rate we will not be upgrading you and everything will stay the same. OK GREAT!

A few days later I got the same initial email from Credit Expert telling me the same...upgrade coming...£9.99... I thought ok, they will do the same as we both expressed the SAME things on the SAME call when we were initially offered the £3.49 deal.

Unfortunately no such luck and few days ago I got a lovely email telling me I was upgraded and would be paying £9.99 at my next billing date!

I duly called 2 days ago and spoke to "John" who mentioned that my existing tariff longer existed. When I enquired about why I had not received the same treatment as my wife I was told she would be moved too soon enough... but they have a £1.99 web alerts service which they would offer me and that would correct the issue! Bonus...even cheaper than the £3.49 and still getting what I needed.... gullible me!

Today I find I have no access to my report any more... the new web alerts service gives you NO access to your report other than historically. So I login to my wife's account to find her access as normal and note she is still paying £3.49.

Ok...so I call again today and ask WHY is my account different to my wife's why I have been treated differently and what can be done about it.

The response went along the lines of we are batch processing upgrades to the £9.99 service. So of course I started questioning how my wife was told she would not be upgraded as she had "previously indicated she was not interested in this service" and why was I not offered the same thing. Again the answer of well we are batch processing and your wife WILL go on the £9.99 tariff too... Interesting as she has an email which indicates that that will NOT be the case as she has previously mentioned she is not interested AS DID I!

So long story short (already a long rant here ;)) I was transferred to cancellations to discuss the previous call to downgrade me to the £1.99 service to ascertain whether I had been mislead into believe that I would receive all I required as part of the £1.99 service.

The agent mentioned they would analyse the call and find out what happened. Then put me on hold to talk to his manager.

He came back and informed me that regardless of what the outcome of the mislead claim was they would not be able to re-instate my original £3.49 package and would only be able to put me back on the £9.99 plan but only after charging me £14.99 and then later refunding the extra £5!!!

I again questioned why my wife was still on the £3.49 a month plan with no email or indication that she was being upgraded to £9.99 and ALSO having an email that confirmed that would NOT happen...

Here we began a big circle again where I was told it was batch processing and obviously the email sent to my wife to tell her she was not to be upgraded was a technical error and would be rectified shortly. This just made me more angry. In the end I said I wasn't paying £9.99 or £14.99 or £1.99 and wanted to cancel which he seemed VERY happy about!!

All I can say is BULL****. For some odd reason my wife and I, having said the same things to the same person at the same time, have been treated differently. My wife has been promised something by email that the agent I talk to today tells me is a technical error and won't be honored (though oddly she is still paying what she was and getting access to what she was...today...given she was 2 weeks AHEAD of me in the emailings) and I have been promised nothing, upgraded without the same considerations as my wife (because we BOTH mentioned we were not interested) and because of this first messup I have been offered a second messup of incorrectly downgrading me to £1.99 to "FIX" the issue which made it worse.... and the solution?? to offer me the FULL price service plus a discount after that the the £9.99 package!

Uneven, batch, unclear and untrue customer service at its WORST! :mad:

Lee.

Replies

  • Why anyone would pay a subscription to an Experian credit report is beyond me.

    A £2 statutory report every 6 months for me:
  • pmdukpmduk Forumite
    10.6K Posts
    Part of the Furniture 10,000 Posts Name Dropper Combo Breaker
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    As before, just cancel.
  • Thanks for your repies BugsyBrowne and pmduk.

    Yeah I have already cancelled as I mention in my post as I was far from happy but that doesn't change the absolutely abysmal excuse for customer services from this company hence my alerting post as I see like many other posts :(

    As for why having an account in the first place, being able to have all of your details at you finger tips like how long months and years you were at your historical properties, what your payments were to your creditors, what the outstanding balances are on any of your credit agreements etc all in one place is quite useful.

    Not worth the £9.99 or now £14.99 to get unlimited credit scores and access to your report IMHO though. As you mention Bugsy, the statutory information is indeed all you require when looking for issues or information so I may indeed do that moving forward but the instant access was quite useful. at times :)
  • thet0kra wrote: »
    Thanks for your repies BugsyBrowne and pmduk.

    Yeah I have already cancelled as I mention in my post as I was far from happy but that doesn't change the absolutely abysmal excuse for customer services from this company hence my alerting post as I see like many other posts :(

    As for why having an account in the first place, being able to have all of your details at you finger tips like how long months and years you were at your historical properties, what your payments were to your creditors, what the outstanding balances are on any of your credit agreements etc all in one place is quite useful.

    Not worth the £9.99 or now £14.99 to get unlimited credit scores and access to your report IMHO though. As you mention Bugsy, the statutory information is indeed all you require when looking for issues or information so I may indeed do that moving forward but the instant access was quite useful. at times :)

    The scores are not your real or your actual credit score so it makes it an even bigger waste of cash.
  • saqisaqsaqisaq Forumite
    45 Posts
    Eighth Anniversary 10 Posts Photogenic
    Hi,
    I called them to cancel even though I'm still on free trial, the man on the phone said I would receive a confirmation e-mail but i haven't got it yet so was wondering if you got one too and how soon after you called to cancel.

    Thanks
  • pmdukpmduk Forumite
    10.6K Posts
    Part of the Furniture 10,000 Posts Name Dropper Combo Breaker
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    saqisaq wrote: »
    Hi,
    I called them to cancel even though I'm still on free trial, the man on the phone said I would receive a confirmation e-mail but i haven't got it yet so was wondering if you got one too and how soon after you called to cancel.

    Make sure you notify your bank in writing that you have cancelled and that no further payments are to be permitted. Personally, I'd cancel with Experian in writing as well. No excuse then for them to accidentally upgrade you!
  • Dirk_Gently_2Dirk_Gently_2 Forumite
    279 Posts
    Eighth Anniversary 100 Posts Combo Breaker
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    I cancelled with them in January and it all went through smooth as a nut - they did exactly what they said they would.

    Only complication was the need for them to actually talk to Mrs DG before they'd cancel her account, but that was understandable.
  • dalesriderdalesrider Forumite
    3.4K Posts
    saqisaq wrote: »
    the man on the phone said I would receive a confirmation e-mail but i haven't got it yet so was wondering if you got one too and how soon after you called to cancel.

    Thanks

    Checked your spam/junk folders.
    Never ASSUME anything its makes a
    >>> A55 of U & ME <<<
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