Triple Alert - Experian Direct ConsumerInfo.com Did not alert about negative information on report Irvine, California

I signed up with experiandirect Triple Alert Service for 9.99 per month. I have been a customer for over a year.  I received prompt alerts of new inquiries and new accounts as they were reported on my credit  report.  The TripleAlert Credit Center Webpage is divided in sections that show new inquiries, Potentially negative information etc.

I applied for a refinance in May 2012 and the lender pulled up my credit report, he told me that I had a negative information of an unpaid bill for $50 from a Cable Service Provider on my credit report reported in April 2012. This was because the billing notices were being sent to my old address and I did not receive them. The Service Provider sent the bill to Collections.

However, I did not receive any alerts during from Triple Alerts regarding the negative information during April or May 2012. According to Triple Alerts Credit Center Web page Potentially negative information is "An item is potentially negative when a creditor reports that you have not met the terms of your agreement with them, which may include late payments, accounts that have been charged off, accounts sent to collection, bankruptcies, liens, judgments, etc."

I called them up several times but they customer service reps had no idea why an alert was not sent.  Most seem to make up excuses and other tried to explain it away by saying they sent me new account Alerts. Nobody promised me an investigation.

The whole point of having a Alert Service is to be Alerted when negative information is posted on your Credit Report. What is the point in paying them 9.99 a month if they don't alert you about negative information, since this is the information that lowers your credit score.