Complaint #1655591 submitted on 11/14/2015 relating to Equifax. Complaint relates to Credit reporting - Credit monitoring or identity protection Problem cancelling or closing account.
Complaint was submitted via Web and sent to the company on Saturday 14th November 2015.
I noticed that my Equifax credit monitoring product had automatically renewed itself and charged {$290.00} to my credit card on XXXX XXXX. I called in to immediately cancel the service on XXXX XXXX because the customer service office was closed by the time I noticed on XXXX XXXX. The call center rep confirmed my immediate cancellation and told me that I would no longer be able to access my account and a credit of only {$270.00} would be issued to me. After complaining and requesting an escalation to a manager, the rep confirmed that they would issue a refund for the full {$290.00}. I waited one week to verify the refund had been processed and noticed that only {$270.00} had been refunded. I called in to complain on XXXX XXXX. The new rep mentioned that their policy does not allow full refunds once payment has been received. I called out that I did not approve the payment in the first place. Despite not accessing or even being able to access my account during that 1-2 day renewal cancellation window, I was told that I would be charged as if I had used the service for the full month. I was told that the original phone rep should have never promised a full refund because they do not permit that. After escalating to a manager, they agreed to review the original call to see if I was promised a full refund. If so, they would try to refund the additional {$25.00}, but it would take up to two weeks. Someone should investigate the cancellation policies for Equifax 's credit monitoring services. Customers should be contacted to confirm that they would like to renew their product before being charged. There also needs to be some form of a cancellation or opt-out window without customers facing penalties. Had I not been employed within the financial services industry, I may not have been so inclined to complain without knowing regulations protecting customers against Unfair and/or Deceptive practices.
| Company | Equifax |
| Complaint ID | 1655591 |
| Date Received | 11/14/2015 |
| Product | Credit reporting |
| Issue | Credit monitoring or identity protection Problem cancelling or closing account |
| State/ZIP Code | MD 207XX |
| Consumer Consent | Consent provided |
| Company Public Response | |
| Company Response To Customer | Closed with explanation |
| Submitted | Web 11/14/2015 |
| Result | Timely Response: Yes, Consumer Disputed: Yes |
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