Possible problem with CreditExpert and cancellation of membership

katejo

CreditExpert is supposed to offer 1 month's free membership before you have to pay. When I joined, I made sure that I cancelled well within the required time. I have an email to confirm this which states that I will not be charged. This happened over a month ago.
Then this morning I got an email to say that they had tried to take a payment from me but that the card had failed. This is fortunate for me (card cancelled due to an unrelated issue) as they could not take the payment.
I have sent them a copy of their email which confirmed cancellation and I am waiting for a proper response. I have only had an autoresponse.
Has anyone else had this same problem? Do they accept that the error is their one?

Thomas_Hardy

I don't imagine you will have a problem - you have evidence of your cancellation. It might be helpful to give them a chance to answer before assuming there will be an issue.

katejo

That is why I said "possible" problem. Hopefully it will go through without any difficulty. I was just taken by surprise this morning to get their email.

katejo

katejo wrote: »

That is why I said "possible" problem. Hopefully it will go through without any difficulty. I was just taken by surprise this morning to get their email.

Update: They can't be bothered to reply to me at all. I have emailed a second time and just get an auto message telling me to ring them. I refuse to do it over the phone for obvious reasons. I have sent them proof of my original email from them which confirmed my cancellation. I am just glad that i had stopped the credit card concerned.

marliepanda

In the same boat (needing to cancel) but I'm going to call purely due to this on their site:

IMPORTANT: If your membership does not include insurance, any e-mail cancellation request will be invalid and your membership will remain active. You must call us on 0800 561 0083 if you wish to cancel your membership.


0800 is free (or you can use 0800 buster) so to me it just seems simpler to do what they have asked...

katejo

marliepanda wrote: »

In the same boat (needing to cancel) but I'm going to call purely due to this on their site:

IMPORTANT: If your membership does not include insurance, any e-mail cancellation request will be invalid and your membership will remain active. You must call us on 0800 561 0083 if you wish to cancel your membership.


0800 is free (or you can use 0800 buster) so to me it just seems simpler to do what they have asked...

I understand your point but I have already done this. I did it almost as soon as I could . I received a confirmation by email to say that no further payment would be taken . Then about 2 weeks later they tried to take a payment. That failed as my card had been stopped so they emailed me to ask for payment . I have sent them proof of my cancellation. No reply