Experian didn't cancel my membership

Just_a_Girl_2

I telephoned to cancel my experian membership about 4 weeks ago. I went through the usual spiel of them trying to convince me to remain as a member, offering all different kinds of benefits, etc, but I politely told the girl on the end of the telephone that I had no wish to continue.

She informed me she had cancelled my account and that I would not be charged any further.

I did not know at the time that I should have had an email confirming my cancellation - I never got one.

Fast forward to 2nd September and I checked my online bank to see they had charged me for another month.

I emailed them, informing them to check their records, that I had telephoned to cancel and that I wanted my membership cancelling with immediate effect and that I wanted the £14.99 that they had taken from my account refunded.

I had an email back from them finally, stating that they had cancelled my membership (I got a second email confirming this), that they had a record of my telephone call which had been "cut down" whatever that means, but that in line with their terms and conditions, they were unable to refund me!

I'm not very happy with this obviously. This money was taken from my account, unauthorised, after I had spent twenty minutes on the phone waiting to speak to someone to cancel. Why should I have to pay for their mistake?

I know there is an experian representative that posts here, so I would be interested to know, where in the terms and conditions it states that if you !!!! up, I'm still financially liable!

matttye

Easy option; tell your bank that an unauthorised transaction has left your account and demand a refund as is your right by law. You have written evidence from Experian that they failed to cancel your account on request and the transaction was therefore unauthorised.

Hard option; lodge an official complaint with Experian, then after 8 weeks complain to the Financial Ombudsman Service if Experian doesn't resolve your complaint. You might get a little bit of compensation doing this but it wouldn't be worth the battle IMO. The main benefit will be for your principles.