Payments made to an account unaware subscribed to

mothblue

What are the general rules and courses of action for a case of seeing a realising a monthly payment has been going from a bank account for a long time, for a subscription to an online financial service account, and the holder of bank account not recalling opening or ever using the service?

(I have definitely never logged into the account, can't log in now on realising an account open, and no email addresses recognised on their website)

The payment is to creditexpert.co.uk (I see part of Experian, not sure if always the case)

I see now from their website that they have a free month and then it turns into a monthly subscription service. (I suspect this how it could have happened, although no recollection of signing up even for free month. Checking credit and this type of finance account is not something I use, my scene at all.. although It's possible I once tried to check my credit score years ago)

They also have a separate completely free on going account (as of now, not sure how long they have provided that service).

Of couse there's the side of how someone could not see a payment going out of bank for years (no idea, suspect mistook for an overdraft interest payment, was always around middle of the month..)..not sure this relevant for the query though? Tried to keep it to the facts.

Other information, this is going back to July 2013

Anyway, this is the first time that I have posted on here, apologies if in the incorrect forum. Please direct if a thread on here that I should read first, or if any further details I should clarify.

I suppose one question is, is there a way to get all or any of this money back? Or does it depend on specific factors? As it is now, (only noticed this yesterday, Tuesday) I still am not sure I even signed up for a free month initially.. which email address I used.. (it could have been an old company work one I suppose)

So far the action I have taken on realising this payment going out :

Found out it's through the Experian website
Tried to log into an account on their website (which i supposedly have as paying this fee)
The website can't find my details or email address I try

The next part maybe I should have held off on?.. But in the confusion I sent a complaint form in on the Experian website.. I stated I had no recollection of opening an account, that I had definitely never logged into an account, used any service. I requested they send all the details that they have of me, when the account was supposedly opened, if they can see if I ever logged in, and for their thoughts of refunding these fees (this has built up to a large amount)

I provided email and phone number contact.

I would really appreciate any advice, help on this. I am posting this as I suspect I might get a call today advising that yes I have an account, its all in terms when I signed up years ago, my own fault I left open.

Is there anything I can do here? I genuinely have never used this service (possibility a single credit check years ago on day opened account.. If i did, i really don't recognise this)

I tried to keep this concise initially, but I fear I've gone on a bit here..

Any advice.. apart from 'keep better track on your finances, bank statements'!..:) would be very welcome

Thanks for reading

DoaM

How is the payment being made? Continuous Payment Authority against your debit card (linked to your bank account) or Direct Debit?

D_M_E

Tell the company involved - by email, letter or phone or even all 3 methods - that you are cancelling the subscription with immediate effect.

Next, tell your bank you want the payment stopped - the bank may say there's nothing they can do, they are wrong, you have the right to tell the bank to stop payments out of your account so don't let them fob you off. You mkay have to go into a branch to achieve this. Tell them myou have also informed the company as well.

You could also try asking bothy the company and bank for a refund of any and all payments made - you might get lucky and get a few bob back, you'll never know if you don't ask.

tacpot12

You have no legal right to recover the money if you did indeed sign up for the service. I would ask Experian to provide you with their evidence that you did sign up for the service. I would push the point that you have no recollection of signing up for it, and never used it so never got any value out of the payments you made.

bris

They are a legit company and don't just get your details from thin air.


Whether you remember or not you signed up to their free service for 1 month and forgot to cancel.


Just cancel now, try your luck by phoning them but don't hold your breath.

mothblue

DoaM wrote: »

How is the payment being made? Continuous Payment Authority against your debit card (linked to your bank account) or Direct Debit?

The description on my online banking is 'debit card transaction'

It's not showing in the direct debits part

It quotes the last digits of my debit card on the payments

I have had a few replacement cards over the years with different numbers, do these continues debit card payments carry over to new debit card number?

I suppose they must

Looking at it the fact it says the word 'credit' in the description and that its a debit card payment, mid month...(it actually varies over a few different dates of the month looking at it) maybe explains a bit how i somehow didn't pick up on this.

I check direct debits, and years ago I'm sure when you got a new debit card with different number these on gping debit card payments cancelled and needed setting up again? Maybe it changed.

mothblue

D_M_E wrote: »

Tell the company involved - by email, letter or phone or even all 3 methods - that you are cancelling the subscription with immediate effect.

Next, tell your bank you want the payment stopped - the bank may say there's nothing they can do, they are wrong, you have the right to tell the bank to stop payments out of your account so don't let them fob you off. You mkay have to go into a branch to achieve this. Tell them myou have also informed the company as well.

You could also try asking bothy the company and bank for a refund of any and all payments made - you might get lucky and get a few bob back, you'll never know if you don't ask.

Thanks foe reply. Yup, going to do this tomorrow.

I know I used to work for a company years ago, who had accounts that once opened if you didn't use there was inactivity fees. Some people would call with years of fees, claiming no idea opened account, never used. The initial line was no we can't refund as in terms. Yet if they kicked up a fuss, demanded to speak to a manager they would ususlly make a compromise abd refund half. Or more. The people who didn't complain didn't get a refund.

mothblue

tacpot12 wrote: »

You have no legal right to recover the money if you did indeed sign up for the service. I would ask Experian to provide you with their evidence that you did sign up for the service. I would push the point that you have no recollection of signing up for it, and never used it so never got any value out of the payments you made.

Thank you, yes i will do.

That's what I was thinking, if it turns out yes I signed up, somehow missed terms.. Even so morally (maybe not legally..) surely if they can see I have never used account and they can see how much of my money they have got, maybe they will refund some of this..

I'm not even sure what service they provide for that monthly cost. I suspect they will claim it costs them to keep account open, keep my details.. If everything they provide is online and it can be seen that i have never logged in..

mothblue

bris wrote: »

They are a legit company and don't just get your details from thin air.


Whether you remember or not you signed up to their free service for 1 month and forgot to cancel.


Just cancel now, try your luck by phoning them but don't hold your breath.

Thanks for the reply

I was thinking though.. Stuff like this, if all done online.. How is legally they don't have to prove it showed that it would turn into a subscription fee?

In theory could their website all those years ago not been clear? Do they not have to provide details of when and what the pages looked like i clicked on?

boo_star

mothblue wrote: »

Thanks for the reply

I was thinking though.. Stuff like this, if all done online.. How is legally they don't have to prove it showed that it would turn into a subscription fee?

In theory could their website all those years ago not been clear? Do they not have to provide details of when and what the pages looked like i clicked on?

Just having a look back in the Wayback Machine and I can't see a time that they've not made it clear that it was a free trial and a monthly fee applies after the trial finishes so I'm not sure what a request for them to "prove it" will achieve.

mothblue

boo_star wrote: »

Just having a look back in the Wayback Machine and I can't see a time that they've not made it clear that it was a free trial and a monthly fee applies after the trial finishes so I'm not sure what a request for them to "prove it" will achieve.

No well my thinking was more based around the fact I haven't used the account at all, and if it is a service were everything they provide is through an account I have to log into, and it's possible for them to verify I haven't ever logged in, then morally do they not feel 'a bit bad' for me essentially being a 'loyal customer' for 5 years, never missing a payment, yet it was all an error? The other two factors are how this initially happened..and just on a straight legal side I was wondering are records kept of my interaction online at the point of signing up? They probably are I suppose. Like you say, the archive you looked at looks all clear, but this doesn't account for an online error on the specific day i signed (i realise this unlikely, I'm just talking from a strictly legal side, where things seem black and white).