Experian 'Credit AMATEURS' - Disappointing Customer Service - Refund Overdue

Sparx101

Its another beware of Experian Credit Expert moment...

Back in mid 2010 I opened a free trial credit expert account and logged in once or twice over the course of a few months. Then I cancelled the account and forgot about the whole thing.

July 2015 I opened a new account with a view to check on all my history to clear any associations that may have been in place with an ex and have a general tidy up. After a few weeks everything looked good and tidy and I just let the account that was now costing £14.99/month tick over in the background just to see what the benefits were whilst I was in the process of applying for a mortgage.

Come May 2016 I decided I no longer needed the account and rang credit expert to close it, which they did.

Then a couple of months later I was sat examining my bank statements when I noticed a trend, £9.99 per month every month going out to credit expert and at the same time as my more recent £14.99 monthly payment during 2015/16.

Something fishy here me thinks....

I call credit expert who proceed to give me lots of false information which at times became heated (on both sides of the call), sometimes ridiculous and a rather stressful 50 minute phone call which eventually ended in me speaking to two different people before finally speaking with someone with some authority.

It transpired that the account setup in 2010 had actually continued to take £9.99/month which over the cause of 6 years had added to some £600+ being taken from my account. Yes I feel rather foolish as it had taken me 6 years to notice it!!!

I explained that as a 'credit expert' company surely they should have spotted that I had been paying for an old, as I thought closed account for a long time whilst also paying for another account for the past year.

There answer was "well somebody with the same name, same date of birth, same address history and same mothers maiden name could have had that account"

Needless to say I was and still am flabbergasted!

They eventually agreed something was wrong and offered me a refund of £209 to cover the more expensive second account paid for during 2015-16. I also filed a heavy complaint about the long term £9.99 issue. However 1 month has passed and after 2 different phone calls I still have not received my cheque. They claim to have sent it to an old address of which I have advised twice that I no longer live at as well as at the time of the original complaint call. The whole thing has become extremely frustrating and after yet another phone call today they wouldn't even let me past security. I am ready to complain to the Financial Ombudsman and really want the world to know how poor they have been.

One of the most recent conversations was with a chap that felt it was ok to speak street instead of proper grown up English. Was this another example of credit expert' poor service?

I am at the end of my tether, I am owed the £209 plus feel that them taking £9.99/month from me without ever writing, emailing or calling me to say 'hey are you still using this account' or 'you don't need to setup another account sir as you already have one'....

Surely something is drastically wrong here....

Has anyone suffered such drama with these credit AMATEURS?

:mad:

Experian_company_representative

Hi Sparx, I’m sorry to read about the ordeal you are currently going through with our company. We pride ourselves on our customer service so to read this is just not on.
Could you please email me your details (name, DOB and address) to uksocialsupport@experian.com I would like to look in to this for you and make sure this is resolved urgently for you.

Sparx101

Hello, thanks for taking an interest, as requested I have emailed you and look forward to your response.

Many thanks.

Jamie_Cortez

Not quite in the same league, I opened free accounts with the big three prior to going for a mortgage, got the mortgage so closed all the accounts.

Guess which one has billed me this month.

Sparx101

Well Jamie that just doesn't surprise me....The worst thing is its a card payment and not a direct debit so we as customers don't seem to have any handle on being able to cancel that automatic payment (or at least very easily anyway).

I am hoping that the person who has jumped in on this thread can improve on their currently shambolic display.

Sparx101

Afraid to say I am STILL waiting for my refund that was promised nearly 6 weeks ago now. How can it be that hard to send a refund that has been agreed!

Experian are THE worst company I have ever had the dis-pleasure in dealing with and I cannot wait to put this to bed.

When the representive jumped in on this thread I felt a glimmer of hope that someone sensible would take control of the very obvious mess created by other Experian employees inability to process simple information such as sending a refund to my actual address. But no I am still receiving ridiculous emails updating me at 1am saying they have received my complaint and will help to resolve it. No other detail and simply a code as a reference not an actual subject. Experian I have two outstanding complaints with you and no progress on either.

The fact that the Experian representative also states in this very thread that they would like to "make sure this is resolved urgently" and that "we pride ourselves in our customer service" actually makes me sick.

Is this a joke!?!

Disappointment continues.