Experian CreditExpert reclaiming article

NicoMTaylor

Just a quick note !

I was paying the £14.99 in the period mentioned in the MSE newsletter.

I emailed the sample letter to Experian and had a response within a couple of days refunding me £252.36 without issue.
You don`t even need to waste any money on a stamp :-)
Result !
Thanks MSE team :-)

Ronan66

I called Experian and was told someone would be in contact. I received an email the next day which basically was a customer services survey. The first question which relates to why I joined Experian included an option:- you were concerned with ID fraud.
Needless to say I did not take the survey. Awaiting a response which should, they say, take around 5 working days.🙏

heavensabove007

:TI claimed £22.39 for just one telephone call

Robochick

Yay! Super-quick and easy!

I used the Resolvertool yesterday to send a complaint to Experian for the period Feb 2013 to July 2014. In it I asked for a refund of £6.49 per month plus 8% non-compounded interest.

I got a response this morning from Experian, stating:
"While we believe that we always sold the identity fraud expenses insurance (that was part of CreditExpert) clearly and fairly, we are always sorry if any of our customers are unhappy with any aspect of our CreditExpert service. As a result, we have decided to take a practical approach to resolving your complaint, which we hope you will be happy with.

While we are still not upholding your complaint, as a gesture of goodwill (hahaha ;-) ) we are giving you a refund amounting to the difference between the price of the full CreditExpert product with insurance and the version without the insurance. In other words, we are refunding you:
£5 per month (being the difference between the £14.99 monthly fee you actually paid and the cost of the version of CreditExpert without insurance that we used to sell as a retention product at £9.99 per month) for each month that you paid for CreditExpert that included insurance; plus 8% simple interest per year on each £5 payment; and
minus any relevant refund that we have already given to you.
This amounts to:
Refund £90.00
Plus interest £11.41
Total £101.41

skinch

Just to thank MSE for the Experian info and template letter. I have just got £95 from Experian in June 2015. and got their response letter setting this out within a week of sending the letter. I am very pleased.

Painey

I reactivated my Experian account back in 2011 so didn't qualify for the free monthly trial as I technically wasn't a new memeber. I was notified by email that my monthly fee was now £14.99 as opposed to the £5.99(I think) it had been before I suspended my membership but that this now included identity fraud insurance. The email specifically said my membership fee was £14.99 but not that I could reject the Fraud Insurance.
I'll be calling them in the morning.....

Your membership
There is a monthly membership fee of £14.99 for membership of CreditExpert. We will take payment every 30 days during your membership. If at any point you no longer want access to CreditExpert, you can cancel your membership by calling the free number. Alternatively please check your terms and conditions for more information.

fibolton

I used the template letter off the website and the cost of a stamp, as wasn't to sure about emailing it.

Experians reply was they are not up holding my complaint but as a gesture of goodwill gave me a refund of £35.63 nice cheque enclosed in the letter.

They responded within the week of me writing to me Thank you MSE!

dgreer5050

Just wanted to say a huge thank you to MSE for bringing this issue to my attention. It took me five minutes to complete the resolver form and I have been successful in reclaiming over £45 from an 8 month membership I held almost three years ago! The turnaround was around two weeks.
Wonderful! :j

Painey

I emailed the template letter to Experian 2 days ago and have had a response. I'm getting £205 of my money back! Thanks MSE.

thedell18982001

I read about this in the weekly MSE email and having been amember of Experian and their Credit Check product (one and off) for the lastfew years I thought I’d give it a go. I called Experian yesterday and I usedthe really handy telephone template on the MSE article, used all of the keyphrases and the lady I spoke to on the other end of the phone was very happy tohear my complaint and forward it onto the relevant Customer Service team.


I was told I’d receive a reply by email once investigatedand resolved and I thought I’d be waiting a couple of weeks but today, lessthan 24 hours since my call to them, I’ve received an email in line with thecontent of others where Experian do not admit any wrongdoing but are refundingme £102 for the time that I had the product (£5 per month plus interest)!


As soon as that payment hits my account I’ll be cancellingmy membership so that will save me another £14.99 a month going forward as Ishouldn’t be paying to access my credit report!