Complaint Rating:

Company information:
freecreditreport.com
United States
freecreditreport.com

I wrote this to send to the Better Business Bureau but it was too long and I'm way too frustrated right now to chop it down to 2030 characters.

I signed up at freecreditreport.com back in 2006, checked my credit report, canceled the account, NO PROBLEM. 3 Months ago I did the same and yesterday I noticed that the cancellation didn't go through and I've been getting charged every month since. Three $14.95 charges isn't a lot, but for a service that I don't use and thought had been canceled it is like throwing money out the window.

I called today to see why my account hadn't been canceled and to receive credit for the monthly charges. First the customer service rep tried to sell me 3 more months at a discounted rate. When I told the rep I was just using the site to check my credit report and that I don't want the service and just want to be credited and done I was told that they can't do refunds at all. I then asked to speak with their supervisor. The lady kept telling me that a supervisor couldn't help me and kept asking why I wanted to cancel. This went on for a minute straight before I finally just started repeating "Let me speak with your supervisor. Connect me to your supervisor." I had to say that for almost 30 seconds straight while the customer service rep continued to try to speak over me. She finally said she would have to put me on hold to get her supervisor. I waited on hold for over 5 minutes before she returned and told me that there isn't a supervisor. I said to her, "everybody has a boss and I insist you transfer me to your supervisor." I was told that there were no supervisors and then put on hold again while she looked for one. I was watching the clock this time and 13 minutes went by and I was still on hold so I just hung up.

I called back again and the same thing happened but I didn't stick around to see if the rep would try to find a supervisor a second time. I decided to try again but not tell them that I wanted to cancel this time and see if that works.

So, I called back again and before any talk of what the call was about insisted that I be connected to a supervisor. The customer service rep I was now talking with said that they cannot connect me to a supervisor unless I state what my problem is. I told the lady that I am not going to waste anymore time speaking with someone on the first level of customer service and that I want to speak with somebody higher up. She continued to tell me that unless I tell her why I am calling that she can't connect me to a supervisor, which I think is ridiculous. So, I sarcastically said, "I am so happy with the service that I just need to tell somebody". Silly enough, that was all it took for her to be able to find me a supervisor. I feel like I could have told her that there was an elephant in my account and I would have been transferred. Anyway, after being put on hold for 4 minutes a supervisor picked up the phone. She told to me that I had signed up once in 2006 and canceled 3 days later and that I had signed up again this year and never canceled. I explained to her than I know there is a charge after 7 days of freecreditreport.com service which is why I canceled immediately after checking my credit back in 2006 and why I did the same this year. I told her that through some mix up the cancellation didn't go through and that I simply wanted to cancel the account and be refunded the three $14.95 charges. She told me that she cannot refund me because the services were active. I explained that they should not have been active after I called to cancel and that I just want to cancel and be refunded. After going back and forth over and over about how they can't refund my account and me telling them that it should not have been charged in the first place I told her that I was becoming frustrated. I told her that I feel like I'm being put through the loops of some outsourced Indian call center because it's cheaper than refunding me. After 3 calls and speaking to 4 people, all who were Indian by coincidence I guess, she told me that "we are in fact located in the US and do not outsource. Sir, are you racist?". I was outraged. I could not believe that I was calling to have $44.85 of services that I didn't use refunded and was ending up being called a racist. At that point I told her that enough was enough that all I wanted was a refund and that if she couldn't do it then please transfer me to her supervisor. She told me that there isn't a way to do a refund and that she doesn't have a supervisor. I told her, "that's bullsh*t, everybody has a boss." She told me not to use profanity and I said told her sorry and that the situation is just really frustrating. I then said in a whiny, almost giving up like voice, "I just want a godd*mn refund and for this account to be closed for good." She told me again not to use profanity and that if I continue to that she would disconnect the call. I said exactly, "I'm sorry. I didn't know that godd*mn was enough for you to be able to hang up on me." There was no response and no click so I just kept saying hello until I finally realized that I'd been hung up on.

My god. I still don't know if my account has been canceled and I'm so frustrated right now with the customer service that I'm going to wait until tomorrow to call back and check. Has anybody else had a horrible experience like this or am I the only one?