I signed up for the two week free trial offered and, after three days, I still had not received the free credit report that was included in the free trial so I called the 888 number provided to cancel my trial. I was told when I called that I had to send an email request to cancel to an address they provided, which I did.
One month later the check card I used to sign up was billed $9.95 and this resulted in a overdraft to my account. I called the company to get a refund of these charges and was told that they never received my email. During the course of the call I was able to cancel my membership (obviously I could have cancelled over the phone during my first contact with the company instead of being directed to send the email) and arrange a refund of the $9.95 membership fee, which I did receive about a week later.
However, I was told that they would not refund me for the overdraft charges, because, in the Terms and Conditions they state that they prefer payment by credit card. I looked it up and it says, We recommend using a credit card rather than a debit card. Canceling too close to the end of the trial or renewal date may cause a processing delay and a charge to your account. If you are eligible for a refund, refunds can take 7-10 business days to be processed. This does not address check cards nor overdraft charges and those issues are not addressed in their terms and conditions.in addition, I cancelled well before my trial was over.
After trying to get a phone number to speak to someone in their corporate offices I was finally given an address to their Consumer Relations Bureau where I could write a letter of complaint.
I again called the company eight days after I sent the letter to follow up and was told that they had received it that day and that it had been forwarded to their Consumer Relations Bureau. Funny, that was where I sent it to. Again, I tried to get a number of someone in their corporate offices, and was told that they are not authorized to give out extension numbersthey were the only phone contact in the company. They informed me that I would hear from them in seven days.
To prevent any future charges from this company I have contacted my bank and arranged to cancel my check card and have them issue me a new card with a new number.
In the meantime, I am considering joining the class action suit against them, as I do not hold much hope of their contacting me nor paying the overdraft charges.
Also, I have submitted a complaint about this company to the Consumer Affairs website.
Joni
Kalispell, Montana
U.S.A.
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