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Experian Cancelled, But still getting charged

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Hoping someone here can help, or at least point me in the right direction, or perhaps the Experian Company rep will see... apologies if this is in the wrong section, mods please feel free to move if so!

I signed up for the Experian Credit Expert free trial, and phoned to cancel on the 20th of November 2014. Since then, they've taken 3 monthly fee payments of £14.99 from me, 2 in December and 1 in January.

I've sent them an email regarding this, but haven't received a reply (my phone is playing up, otherwise I would call).

Any ideas on where I stand on this?

Thank you.

Comments

  • They're pretty helpful, the same thing happened to my OH in October I think it was. He phoned up when he realised he had been charged and they told him they'd ring him back. I think he only he to wait about two hours for them to listen to the cancellation call, appologise and tell him he was being refunded. Apparently the person who took his cancellation call was new.

    So if you can get to a phone it should be quick/stressfree to get it sorted, I don't know how long it takes them to reply to emails but I imagine when they do they'll do the same thing.
  • Experian_company_representative
    Experian_company_representative Posts: 2,134 Organisation Representative
    Part of the Furniture Combo Breaker
    Hi Benet,

    If your membership was cancelled then you certainly should not be getting charged, and I'm sorry to hear that this has not been the case for you.

    I see that you have already sent an email through, our customer service team do normally respond in around 48 hours, so you may get a response to this email shortly.

    I would also be happy to get this checked for you, so I can look into this I would need you to [EMAIL="uksocialsupport@experian.com"]email [/EMAIL]your details to us, so we can locate your membership and check what has happened.

    Kind Regards Neil
    Official Company Representative
    I am an official company representative of Experian. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"

    Posts by James Jones, Neil Stone, Stuart Storey & Joe Standen
  • Benet
    Benet Posts: 284 Forumite
    Hi Benet,

    If your membership was cancelled then you certainly should not be getting charged, and I'm sorry to hear that this has not been the case for you.

    I see that you have already sent an email through, our customer service team do normally respond in around 48 hours, so you may get a response to this email shortly.

    I would also be happy to get this checked for you, so I can look into this I would need you to [EMAIL="uksocialsupport@experian.com"]email [/EMAIL]your details to us, so we can locate your membership and check what has happened.

    Kind Regards Neil

    Neil,

    Thank you for replying, it was resolved today both quickly and professionally. :)
    They're pretty helpful, the same thing happened to my OH in October I think it was. He phoned up when he realised he had been charged and they told him they'd ring him back. I think he only he to wait about two hours for them to listen to the cancellation call, appologise and tell him he was being refunded. Apparently the person who took his cancellation call was new.

    So if you can get to a phone it should be quick/stressfree to get it sorted, I don't know how long it takes them to reply to emails but I imagine when they do they'll do the same thing.

    Thank you for your advice :)
  • Tammy2
    Tammy2 Posts: 284 Forumite
    Debt-free and Proud! PPI Party Pooper
    Benet, did you get an email confirming the cancellation, the first time round?

    I did, so I'm hoping all is well.
    To Do 2015
    Claim back PPI & packaged bank account fees
    Take (further) first steps in investing (S&S ISA)
    Start saving for the children
    Start a business
    + £2015 in 2015 from home / £5026.21
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