Creditexpert won't cancel my account

Scooterist

Hi folks

Right I am a idiot and I don't need people pointing that out to me!

Some time ago I signed up to the creditexpert free trial and I did use it to repair my credit while in a low pay dead end job, now I completely forgot about the fact I was still paying this and plus the fact I am on a good wage now and my bank doesn't send me paper statements, but I noticed the other day on my online statement that they are still taking £14.99 a month and have been since 2011. Now I tried to sign in so I could have a look at my credit file before I cancel it but can't remember the details and I phoned them up, but after banging my head against the wall to because the security details I've given them doesn't match their ones means that I can't do anything so I said that I want to cancel and he put me through the cancellation department, only to be told the same thing that my security details don't match up so can't cancel which is a joke, I'm not asking for sensitive information I want them to stop taking my money. The woman said I need to email which I did stating that I want to cancel and want them to refund my money back (it's worth a shot!) and gave them my full name date of birth my mothers maiden name my address and my card number from the bank account they are taking my money from, and today I get a email saying the information I've given them doesn't match up and if I am unable to confirm these details then they won't do anything.
Surely they are breaking the law here?

forgotmyname

Cancel the payment, when they contact you for the money tell them its not you because your details do not match.

Scooterist

Well that's my problem I can't cancel, on my online banking it's not a dd or a standing order so how can I cancel it?

than_prutt

Why don't you use 'forgotten your login details' tab? They only as for your name, DOB and mother's maiden name.


If not then cancel your direct debit then call them and tell them that you've cancelled the direct debit. I'm sure they'll be more than happy to help you then.

than_prutt

Does it come out from one of your cards?

Scooterist

I did use the forgotten details tab and it said the information doesn't match and tells me to ring up and they tell me the same and the payment doesn't come out via direct debit or standing order so can't cancel it so it must come out of my debit card which is strange as my debit card is valid from October 2013 and I signed up in 2011

than_prutt

Sometimes the card number stays the same when new card is issued. Check your monthly statement to see if there's a monthly debit of £14.99 from the account. If so then call your bank to cancel (you may even be able to do it online). Do it soon though as you've already wasted around half a grand on it!!

fermi

1. http://www.moneysavingexpert.com/banking/recurring-payments#cancel

2. Make a formal complaint to CE/Experian that they are obstructing or refusing to allow you to cancel their side. That if they continue to refuse to do so, and/or continue to try to charge you or take payments, then you will take the matter further to the FOS etc.

Experian_company_representative

Hi Scooterist.

I understand that you are have difficulty closing your membership as the details that we have don't match the information that you are providing.

I appreciate that this must be frustrating for you. Before we can discuss or amend your CreditExpert membership we do have a number of security questions that need to be asked so we can make sure that we are only discussing this information with you.

I can your membership checked for you and see what is happening with it. If you could please [EMAIL="uksocialsupport@experian.com"]email[/EMAIL] your full name, date of birth, and address that you gave as your current address when you signed up I will be able to look into this.

I look forward to hearing from you.
Kind regards
Neil

Scooterist

Thanks fermi I will look into this and Neil I have emailed your company with the address I was living at the time I signed up and I have provided my current address as well I also gave my full name and date of birth and mothers maiden name, but I still got told the same crap, it seems like you all read out the same thing but you are not doing anything about it, I will be pursing this further and most likely be taking experian to the small claims court to recover my money. The email address that I originally signed up with is no longer valid so again Neil, cancel my account and refund my money.

Experian_company_representative

Hi Scooterist,

I really want to help you with this and make sure that your membership is cancelled, but I will need your details so I can l do this.

While I appreciate that you have emailed Experian already, I won't be able to locate the email you have already sent without your information.

If you email me at [EMAIL="uksocialsupport@experian.com"]uksocialsupport@experian.com[/EMAIL] this will come directly to me and I can advise you further with your requests.

Kind regards
Neil