Experian. How To Complain?

[divegirl]

Good morning all.

Long story short, just realised I am paying £14.99 p/m since last May for an account I never signed up for.
The bank told me I would have to enter a 4 digit PIN sent to me by Experian to activate the account.
According to Experian I didn't have to enter a PIN.

Any ideas for me?

[Old_Geezer]

If you are paying for something you didn't sign up for, that sounds like theft to my non-legal-expert ears, Maybe this should be in the law forum.

[Buenchico]

>>>I am paying £14.99 p/m since last May for an account I never signed up for

I suspect that you did. It's quite clear on their website: "A Monthly fee of £14.99 applies after your free trial. You may cancel during your 30 day free trial without charge"
http://www.experian.co.uk/creditexpert2/04_credit_score.html?sc=410006

>>>The bank told me I would have to enter a 4 digit PIN sent to me by Experian to activate the account.

Which bank?

Also on their website:
"To close your CreditExpert membership you simply need to call our freephone cancellation number, 0800 561 0083 Monday to Friday 8am to 7pm or Saturday 8am to 4pm"
http://experian.co.uk/consumer/questions/askjames300.html

[buildersmate]

I suspect you signed up for a free trial, on the back of which was a direct debit for a monthly service if you failed to cancel after the free bit.
The PIN surely gets you into your services account, but the service is invoiceable even if unused.

[divegirl]

I understand that I am liable to pay. But I can say with 100% certainty that I never signed up.
Do they have any affiliated companies that I may have used?

B/M Even Experian said you normally have to activate the account with a PIN but not always. Amazing how the people who don't want these services never have any trouble 'signing up' for them :0/

Oh and it was at Barclays they told me this... the bank that said they were cancelling the payment even though I am now told it can not be cancelled by a bank.
Strangely, Barclays have no record of that phonecall either! I know it looks like I'm playing them here but I am not. I just want to know how it happened.

[bednobs]

if you never signed up, how on earth did they get all your bank details?

[buildersmate]

Yes, I suggest you ask for evidence as to your signing up. I fear they have it tucked away somewhere.

[merylpeep]

Friend of mine had the exact same problem, as I'm sure thousands more have. Their "free trial" is crafty and deceptive no matter how much they deny it. My friend got on to their customer services about it and threatened to expose the s**m and, despite their expressions of surprise and innocence, was very swiftly refunded. I recommend you do the same asap.

[divegirl]

Thanks Merylpeep. I have so much going on right now that I could do with out this but they have taken over £130 from me that I can not afford to lose right now.
I'll update if I ever get anywhere with them :)

Thank you for all of your replies x

[bednobs]

I'd really be much more worried about how the company got your bank account details if you are 100% sure you never signed up - perhaps you need to go to the police?

[TWR]

Data Protection Act been abused here Boxy?

[buildersmate]

If Barclays are telling you they cannot cancel it, it will be because it is a Continuous Payment Authority and not a Direct Debit mandate. The two are subtly different and I recommend you Google so in future you know the difference.
Good advice above, and I hope it results in you getting your money back.

[factor-fiction]

I am a bit confused here. I thought you were saying you didn't even sign up for the 'free' trial offer but the post you have given as best answer refers to how crafty the free trial process.

If anyone does sign up for a free trial it is easy to cancel- I did it and they accepted my cancellation easily without any sales pressure, but you do have to remember to make a diary entry to remind you to cancel in time.

It's possible you signed up inadvertently- it's not the same thing exactly but as an example people who have bought train tickets on line have been caught out by ticking a box which commits them to a monthly suscription for something.

It's also possible someone signed up with your details- maybe to claim a cashback from somewhere like quidco.

Experian should be able to give you a copy of whatever you signed /authorised online

[Cloverjo]

Why isn't the Continuous Payment Authority banned? I signed up for a deal with the now defunct Setanta sports broadcasters a couple of years ago, thinking it would be just for one season of the IPL cricket. I soon discovered that I had inadvertently signed away the monthly fee forever. Luckily, they went bust so the problem, for me, was over. But this is so wrong. What happens if you need that money to feed your kids?
divegirl, you could try writing to the FLA (Financial Leasing Authority) to see if they could help. I have used them (for a different problem) and got a satisfactory result.

[Retrochic]

Cloverjo -you would not have 'signed away the monthly fee forever' You can contact the Company at any time to cancel your CPA. You can't do it through the Bank but the Company you are paying will stop taking money when you ask them to by phone or email.

[Retrochic]

I got caught out like that with the AA. We got a special offer of a years cover half price but on the anniversary of taking out the cover they debited another year at full price without even sending an email or letter to say they were going to do it. We could not get a refund, now I read the 'small print' over and over to make sure I'm not committing myself to anything.

[Cloverjo]

So divegirl should be able to end this by asking Experian to stop taking the money.
Looks like she won't get a refund of what she has already paid, though.

[buildersmate]

Ban CPAs?
I don't know why, but I agree.
I think it may be because it is a commercial agreement between two parties that falls outside the jurisdiction of the FCA. Unlike the DD, which is part of the banking system and processes.
Wonga and others got clobbered though (and it was outside FCA for its agreements that were sharp practice?), so it's probably a question of enough people raising the visibility to MPs.

[buildersmate]

Yes CJ, I agree that is the most probable outcome.

[chelle7272]

retrochic the bank can and should cancel a CPA

http://www.moneysavingexpert.com/banking/recurring-payments#cancel

[factor-fiction]

^ unless it can be shown that the application was forged or was never actually made