On 11/21, I called this company to cancel the monitoring service. I spoke to someone named "Princess" to cancel the monitoring service. I selected option 1 for cancel and requested to cancel the service. The rep continued to try to sell the benefits of the service. I told her that I understand the benefits but want to cancel. I asked for a refund of the $14.95 for this month and she told me that according to the site, I cannot get a refund. Additionally, she told me that I've had some recent changes that is affecting my credit. I told her that that is the other reason why I want to cancel. If I had those changes, the service never notified me of those changes and so I not pleased with the service anyway. Additionally, I did not give her permission to look at my report. She would not forward me to a supervisor and I did not have the time to argue about what I want to do with my money. I told her that I do not want them to charge my card no longer. She then continued to sell the service and it is at that time that I told her that I would file a complaint with bbb and the attorney general in Texas.
Here is the response from the company after reporting them to the BBB:
Company's Response
Company's Initial Response - Posted 11/21
We apologize for any inconvenience. On the date of the consumer's enrollment, the following disclosure was clearly and conspicuously displayed on our website: IMPORTANT INFORMATION: When you order your free report here, you will begin your free trial membership in Triple AdvantageSM Credit Monitoring. If you don't cancel your membership within the 7-day trial period, you will be billed $14.95 for each month that you continue your membership. ConsumerInfo.com and Freecreditreport.com are not affiliated with the annual free credit report program. Under a new Federal law, you have the right to receive a free copy of your credit report once every 12 months from each of the three nationwide consumer reporting companies. To request your free annual report under that law, you must go to www.annualcreditreport.com. Our records indicate the consumer enrolled on 9/27. The consumer contacted us to cancel the membership on 11/21. We apologize for any inconvenience or misunderstanding. As a courtesy, we have issued a refund of the monthly membership fees, an amount totaling $14.95. Please allow 7-10 business days for these funds to process to the consumer's credit card account. (Please be aware, however, that this refund may not be reflected on the consumer's credit card statement for 1-2 billing cycles.)
Initial Response Summary
We apologize for any inconvenience or misunderstanding. As a courtesy, we have issued a refund of the monthly membership fees, an amount totaling $14.95.
My rebuttal:
I have not seen the credit to my card yet, so I will not comment on that. However, I will comment on the service itself. The service indicated is credit monitoring service. After speaking to the representative on 11/21/08, I was concerned about the rep's statement made referencing the adverse changes she saw on my credit report. I have just paid for a "triple agency credit report" from another company and see where there were several changes to my report in both August and September of this year that affects my rating. The Triple Advantage service did not alert me to the changes which is what the website claims to do (monitor my report and send alerts). I will not recommend that anyone use this service. The actions are very suspicious and borderline fradulent. If it was not for the actions I took to cancel the service, I would not have known about the changes to my report.
consumer beware:
I must say that, from the website, I did understand that they would continue to charge my card and was alright with that as long as they provide the service. Unfortunately, they do not provide the monitoring service as I never received any alerts about the changes to my credit report (which by the way is not correct, so this is another issue I have to pursue with Experian). I would not have known about this if the representative did not make the crazy statement when I cancelled the service. I plan to inform the Attorney General's office about this.
Please do not EVER give your debit card info online for a service that is supposed to charge on a consistent basis. It is hard to dispute with your bank and they have access to your card information. I have never submitted a complaint before, but I hope I can help prevent someone from having to waste time to resolve an issue like this
Nankg
Houston, Texas
U.S.A.
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