Failure to Cancel Subscription

abstracted_11

Hi all,

I'm not sure if this is in the right topic (Moderator, could you relocate if it isn't, please? I would be most grateful!)

I've just joined after my friend said I should post my problem to you guys and someone might know what to do.

In 2011 I joined Credit Expert to try and raise my credit rating, and in 2012 I cancelled the account after achieving what I intended.

Now, I'll be the first to admit that I'm not very good at my finances, and when everything is ticking over nicely I just kind of let it do as it will (I know, terrible!). But this month my other half finally got frustrated with me and has decided that from now on he's going to take over and make sure my finances are going in the right directions.

He discovered that my "cancelled" credit expert account has been paying out £15.99 for the past three years.

When I initially rang Credit Expert to cancel AGAIN I was told that I had had 2 accounts, one in 2007 and another in 2011 and BOTH had been cancelled and were marked as “inactive”. When I disputed this I was told that the £15.99 I was paying per month was not what Credit Expert Charged anyway – they charged £14.99, and therefore I needed to check my internet banking to make sure what company I had a subscription to.

The next day (after checking and confirming that it was DEFINITELY Credit Expert) I called back and eventually Credit Expert confirmed that they have indeed been taking £15.99 a month out of my account, despite me having cancelled the subscription with them 3 years ago.

When I asked about getting the money they took without my permission back, I was told that It was a) my fault for having a second account after the first one was closed (I don’t even remember signing up for the first one, but hey-ho) and b) my bank’s fault for sharing my new card details with them when Credit Expert asked for them when I got a new one in February.

Naturally, I know it is not my fault, and I know it is not my bank’s fault, but can I do anything to get my money back?

Can I complain to anyone and get it sorted that way?

Any and all advice would be much appreciated!

Thanks!

unholyangel

So are they saying that they didnt cancel the 2nd one when you called as they thought you were talking about the first one?

Or did they cancel it so are not disputing that they've taken payment for cancelled services?

Did you get a cancellation confirmation off them at the time (do they do this - check the T&C's if you're not sure for the cancellation process).

abstracted_11

They are saying that their system "made an error" so my account was cancelled but they continued to take my money accidentally.

I cannot remember if I got a confirmation and, as it was over three years ago I'm not sure if I'll still have anything if they DID - unlike my finances I clear my inbox out around every year and probably would have seen it and thought, "Oh, I'm not with them any more, DELETE." *Sigh*

shaun_from_Africa

abstracted_11 wrote: »

They are saying that their system "made an error" so my account was cancelled but they continued to take my money accidentally.

Do you by any chance have this admission in an e-mail?
If not and it was only stated on the telephone, it would be worth your while contacting them again and asking for a copy of any phone recordings that they have had with you. (I would be amazed if they didn't record every call).
You can be asked to pay for this but it's a maximum of £10, but I don't know if it's £10 for all or £10 per recording.


https://ico.org.uk/for-organisations/guide-to-data-protection/principle-6-rights/subject-access-request/