You ask: I did a free trial credit check on Creditexpert.com… the only thing is, it isn’t free unless you cancel it. When I phoned customer services, I was told I would get a refund, but four days later I had no refund.
I phoned again only to be told my 30 day trial had expired, and I would have to pay the £14.99 fee that had been charged to my credit card, every month, until I cancelled it.
This is very misleading, surely they could have emailed to say my trial period had expired?
Which? credit expert, Martyn Saville, responds:
Credit reference agencies offer these free trials in the hope that you’ll forget to cancel before the trial period ends. Unfortunately, they don’t have to let you know that this period is coming to an end.
However, as you were told that you’d get a refund and this hasn’t materialised, I’d submit a formal complaint to Experian (who run Creditexpert.com). If it still refuses to deal efficiently with your case, you have the option of taking the matter to the Financial Ombudsman Service (FOS). Our guide on how to complain about financial services may be useful too.
We think that most monthly subscription services from credit reference agencies offer poor value. Most people would be better off ordering a £2 statutory report on a one-off basis. Read our guide to credit reports for more information.
Have you ever had a credit check that’s cost you more than you thought it would? Or have you had problems with a credit reference agency? Put your questions to Martyn here…