I first signed up with Equifax 3 in 1 monitoring in 2007 after discovering fraudulent activity on my credit report. From 2007 - 2008 I thought the service was great until it came time to renew my subscription. After that, every single time I speak with a representative the story changes, guidelines changes, everything is inconsistent and I can't get a direct answer without being put on hold for five to seven minutes at a time which SCARES me because THIS is the company that is supposed to be protecting me from identity theft!
So upon my renewal, the agent offered a thirty day free trial and wouldn't have anything owned for thirty more days. Original agreement was 99.95/year or 9.95/month. We agreed that I would go for 9.95 a month and no payment would be processed until the free trial was over. Lo and behold, that same night I was charged for 99.95!!!! I had other pending transactions and if that payment was not properly refunded, I would incurr a LOT of overdraft fees through my bank for very small purchases!!!
I spoke with another representative who had to place me on hold MULTIPLE times to confirm the refund was on its way. Something told me that this was not going to be easy so I had to borrow funds from a friend to cover the 99.95 just in case payment was not put back correctly. And of course, I was correct. the refund took SEVEN DAYS to be put back into my account. That money was not supposed to be processed at all! They made it almost impossible to request a refund, they were referring me to fax over a copy of the payment to the "billing center". I asked for a contact phone number to talk to someone LIVE after my fax went through and they said the billing center had no such contact phone number, ONLY A FAX! And it was only refunded after speaking with over five representatives and finally got resolved after talking to a supervisor.
Strike 2 comes today. The thirty day trial is up, I am ready to make a payment. The past supervisor promised me my original fee of 99.95 for the same 3 in 1 monitoring, he also promised to save it in the 'notes' so the next agent can see the promised price. I called in to make that payment and I was being charged 129.95 for the exact same product! I had to request for a supervisor AGAIN!!!! and he promised me the price of 99.95...
SO WHY IN THE WORLD AM I LOOKING AT MY ONLINE BANKING STATEMENT RIGHT NOW AND SEE A CHARGE OF 99.95 AND 129.95 AND I dont have the funds to cover the fee I was not expecting to pay!!!
It scares me that this company is supposed to protect me from outside parties, when it does not even look like things are under control in the inside... I am waiting for the 129.95 to be refunded back into my account which they said will take 24 hrs...
if that money does not get refunded, my institution will charge me overdraft fees!!!!
San Diego, California