Dear Lenard,
Thank you for your helpful email. There are two issues that were not addressed. The first of which is that I cancelled my membership within the allotted trial period, yet was still charged for the next month. Secondly, it is a poor business practice to not more formally disclose to your customers that there is a charge associated with a service. When I called in about this, the CSR said that they would refund $10 of this charge, which never happened.
I can show you screenshots that when you first sign up for the freecreditscore.com service, there is basically no warning that ordering these reports costs 24.95. It is only after you are a member, that it is more obvious that this service costs additional moneys.
Lastly, your email response to me was a form email, not personally written to me. This suggests that I must be one of many writing to complain about this and will search the internet.in the very least, I will post my story to make sure that others do not fall victim to these deceptive business practices.
Thanks for your time,
Stefan
From: [email protected]
To:
Subject: Re: Customer Care and Billing Issues
Date: Tue, 30 Mar 09:25: 16 -0500
Dear:
Thank you for writing, and we apologize for any inconvenience.
According to our records, you recently ordered either a 3-Bureau report and/or Plus Credit Score for $24.95 from our website FreeCreditReport.com, viewable for 30 days. The product you purchased is not included as part of the membership. It is a separate item available at an additional charge. When you authorized us to obtain that product from one of the credit bureaus, they charged us for delivery of that information.
Further review of our records indicates we mailed the product you ordered to the email address we have on file for you and that it was accessible to you on FreeCreditReport.com as of March 10. As we delivered the product you ordered successfully, and as it was accessible for the specified 30 days, we are unable to grant your request for a refund.
Thank you for being a member of FreeCreditScore.com.
Sincerely,
Lenard Albert B.
Customer Care Team
& Original Message &
From:
Received: 3/30 9:09: 31 AM Central Standard Time (GMT - 5:00)
To:
Subject: Customer Care and Billing Issues
To whom it may concern,
I saw the link for your service while shopping for homes. I followed the link and signed up for the service. While signing up, I was offered to print my credit score, which seemed like an excellent option. I followed this option and did receive a pdf printout of my scores. A few days later, a charge of 24.95 showed up on my credit card. I phoned to inquire about this within my trial period and was told that I would have clicked on something accepting a 24.95 charge to print this out. As a physician, I pay very close attention to detail and can assure you that there is no such warning or indication that while choosing the service of printing out the credit scores that would one would incur a 24.95 charge. I then asked my account to be cancelled and was told that it would be done so immediately and I would accrue no further charges. However, in checking my card now, I was charged for another month's service on the same day as my trial ended and though I had already cancelled.
As a company involved in billing and finance, there seem to be very suspect practices going on at freecreditscore.com. I am about to phone my credit card company to have this charge investigated and removed given that I cancelled during my free trial period and was specifically told that I would incur no further charges. Moreover, pending what happens now, this company has lost me as a future client when these services would become useful to me.
I hope that someone will take the time to respond to this as am hugely disappointed by the way that freecreditscore.com has acted.
Sincerely
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