I was a member of TrueCredit.com, a credit reporting service offered by Transunion, for years. I was a happy customer. I cancelled last year when I no longer needed the service. Then, in January, I tried to re-instate my membership. There was some problem and I was not able to log in. I got busy and forgot about it. The next month, my account was charged the monthly fee for the service. I called customer service, and spoke to an American, who was very nice and said that he would credit my account for the monthly fee and offered me the 30 day free trial to start that day. At that time, and for as long as I had been a member, they offered a 30 day free trial with monitoring of all 3 credit reporting services. I declined the free trial that day and thanked him for the refund.
Yesterday, I decided to reinstate my membership. I logged on and everything appeared to be the same. Before I authorized the membership, I read the Service Agreement, which was misleading. I thought I was getting a free 30 day trial. The next day, my account was charged the $14.95 fee.
I called to ask for clarification and was told that the three credit bureau monitoring is NEVER FREE.
I believe the Service Agreement is intentionally misleading, especially in light of it being a complete change from the company's policy for the last several years.
Also, when I called customer service, I spoke to a woman with a heavy Asian accent. I could not understand her. She said everyone there had the same accent. I asked if the call center is in the United States and she said she could not answer that question for security reasons.
That's absurd. It implies that a customer would somehow commit a crime and sabotage their company if only they knew which country the call center is located in.
I was a loyal customer for many years, but I will never, ever do business with truecredit.com again.
I am copying below the misleading portion of the Service Agreement:
Free 30-Day Trial
The terms of the Free 30-Day Trial are specific only to those products that advertise the free trial. TrueCredit will verify your billing information before processing your order. An authorization will be requested from your billing account to make sure it is valid and in good standing. TrueCredit will not bill your account until the 30-day free trial period is completed and you have not cancelled your subscription during such trial period as provided below. If you upgrade to a new monitoring subscription during a free 30-day trial, you will lose all benefits to the 30-day trial and will be billed immediately for the upgraded service. You may cancel your subscription at any time during the 30-day trial period without charge. If you wish to continue your subscription, do nothing and your subscription will automatically continue without interruption. The monthly fee (plus sales tax, if applicable) will be charged at the conclusion of the 30-day trial period to the credit card or bank account you designated as your preference or, if you have not designated a preference, the account that was most recently used on the Site and your subscription will continue automatically, billable monthly at the prevailing rate. To cancel your subscription please contact our Customer Service Team. For contact information and hours of service go to https://www.truecredit.com/contact.jsp.
Nancy
Tyler, Texas
U.S.A.