Cabinet Fair

Initial Business Response / [redacted] (1000, 5, 2015/04/15) */ To whom it may concern, We are sorry about any inconvenience you may have experienced, and would like to respond to your inquiry about your experience with Credit.com First, we do not provide phone support at Credit.com, however we do provide a way for users to contact us shown on this http://www.credit.com/contact/ The quickest way to fill out a support ticket is to click on "Support" on the left-hand side of the page, and fill out the subsequent form that appearsOnce we receive a user's support ticket, we are able to respond directly to them via e-mail to meet the user's needs In response to the user's initial support ticket, this user selected the option to cancel a paid membership when filing a ticketWe then sent an automated message to this user with information about paid memberships, that can be purchased through Credit.com's website and with our partners, and the user seems to have tried to cancel the account with them by signing inWe will need to contact this user via e-mail to help guide them to the appropriate company that they want to cancel with, and make sure the user is able to get into their paid account with whomever they purchased with before they cancelAlthough we are Credit.com and we only have access to this user's free account with us, and we therefore do not have access to a user's paid membership account that can be purchased through an advertisement on our site, we will be glad to assist this user how we can Next, the reason this user was unable to log in to the free account created with Credit.com is because Experian tells us they have either: not received credit information for this user from the past months; or that Experian has not received notice that this user has a credit line that is older than monthsThis message was displayed to the user after they tried to log in to their free account with usOn the page that they were sent to, users can click on the same "Support" link as the one from the Contact page that is on the left-hand side of the screenTo deal with this issue, the user may need to contact Experian, and we will gladly assist them with this via e-mail as we regularly doHowever, we at Credit.com are not able to add, change, or remove anything from this user's Experian credit file In response to this user's stated desired resolution, we will be reaching out to this user to make sure that they are able to speak with the company which they may have purchased a paid membership with, and that they are able to take the appropriate steps to cancel their account and receive confirmation of such

Initial Business Response /* (1000, 5, 2015/10/01) */
On September 25th, we were contacted by the consumer requesting that their paid account be closed and not be charged
The charge in question occurred on September 20th
The consumer has since been refunded that charge
With the
exception of communicating with potential fraud victims, Credit.com does not operate telephone based *** service for account closure, and we have no record of this consumer speaking with any Credit.com *** service representative

*** states that we are spoofing her email address and sending emails from her company’s email addressThis is NOT a practice of Credit.comWe are concerned as to what is going on since we are not doing this which means it is potentially part of a larger issue with an outside party doing this
and both *** and Credit.com are victims
We reached out to *** on August 23, to obtain details and evidence of spoofing so that our team can investigate this issueAs of today, August 25th, we have not heard back from ***I have attached a copy of the email that was sent to her
Sincerely,
*** ***
Operations & Compliance Manager, Marketing

Initial Business Response /* (1000, 5, 2015/11/09) */
After a deep and thorough search throughout our *** *** tracking system we were unable to find any record of this consumer contacting Credit Detect ***
We have since refunded any and all charges that occurred during the month
of or after the consumer's initial request to have the account closed
Initial Consumer Rebuttal /* (2000, 7, 2015/11/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It does show that Credit.com refunded my account for the months
Like I already mentioned, add functionality on your website to let consumers to securely cancel their service from your website instead of having them to call your office for that for main reasons
1) If the consumer cancel their service by themselves without having to call your office, the service should be cancel effectively and a record will be availableFor example, the first employee I spoke to probably was lazy, feel pressured, or just having fun on the job by just telling the consumer what he wants to hear"The account has been cancelled", but never really did anything
2) Security and privacyThis part is the most important the firstI believe it's a violation of privacy when your employees have access to consumers credit reportThe authentication should be what the consumers entered on credit.com website when joining, not information related to your credit reportThe information could be the consumer's name, address, email address, phone number, security question(s) the consumer TYPED when joining the program
Credit.com should be asking any questions that are not related to thatFor example, when *** asked me question about my address, I gave her my correct address, which is the one I used when joining the program, but she said it's not the correct one that she has, because my old address was still on my credit reportShe shouldn't have access to that information at allInformation related to where my nearest siblings live (except if I use it as security question), the approximation of a loan I'm paying, social security number, or any other information that are from my credit report

Initial Business Response /* (1000, 5, 2015/05/28) */
To whom it may concern,
We do see that this user had contacted us to cancel his paid membership with the credit monitoring service CreditReport.com, which advertises their product on our siteWe received this e-mail on May 20, at 7:
a.mPSTWe have not received any correspondence from this user before that date and time
Since the user requested to cancel his paid membership, he was sent an automated e-mail with the proper phone numbers to call based on whomever he purchased a paid membership with, since although we Credit.com advertise paid memberships for credit monitoring services on our site, we do not have access to this user's account with that companyTherefore, he should have been able to either call any of the numbers for paid memberships advertised on our site in order to cancel his membership with them
We see that the user then sent us another e-mail, explaining that he would contact the Revdex.com if we did not help him cancelLess than three hours later, our support team was able to respond to his e-mailWe notified the user of why we sent him the previous e-mail, and we sent him the phone number for cancelling his paid membership again
If the user would like a refund or would still like to cancel his membership, he will need to contact the company whose phone number we sent him, because Credit.com does not have access to his account with them, nor have we even obtained his credit card billing information
Regarding the difference that this user has seen with his scores from each of the three credit bureaus in contrast to his monitoring service that he purchased with a company which advertises on our site: there are many different scoring models across each of the three major credit bureaus that can be used for different purposes, and take into account different information, for exampleAlso, scores seen at one point in time based on the consumer's current credit information might be different than scores seen at a different point in time based on the consumer's credit information at that point in timeThese are some reasons why a credit score seen from one credit bureau using a particular scoring model at a specific point in time may be different than another score seen elsewhere for the same consumer
Although Credit.com does not have a support phone number at this time, the best way to reach Credit.com is by e-mail, or by filling out a ticket at https://support.credit.com/hc/en-us/requests/new
Thank you,

Initial Business Response /* (1000, 5, 2015/05/26) */
To whom it may concern,
We thank you for your patience with this situation, and we are sorry about any inconvenience this may have caused. Your Credit Detect^TM membership has now been cancelled, and your refund is now being processed. You...

should see your refund in your bank statement by the end of the business day on Monday, June 1, 2015. We are sorry about any inconvenience, as we see proof that you requested to cancel your paid subscription before your account was charged again. Again, we thank you for your patience, and you should not be charged again.
Thank you for visiting Credit.com.
-The Credit.com Team

Initial Business Response /* (1000, 6, 2015/05/12) */
To whom it may concern,
We believe this user's recollection of e-mail and form submissions to our website at Credit.com match closely to our records. Also, it is our understanding that the user's paid membership cancellation was somehow not...

completed at the original date of the first request. Because this user has proof that she tried to cancel her paid membership before being charged again, we have refunded her the extra payment.
Both of her memberships (with Credit Detect and Credit.com) have now been canceled, and she should receive no further charges. She may already be able to see her refund in her bank statement, as our refund process takes approximately 72 hours.
We are working to find out more about why this error occurred, and what can be done to prevent this case in the future. We assure our users and all consumers that this is a rare case, as we take pride in giving our users a great experience.
Thank you,
-The Credit.com Team
Initial Consumer Rebuttal /* (2000, 8, 2015/05/12) */
[redacted]
5-12-15
Sent via email:

My issues have been resolved due to my continued persistence. I still think the company's practices are shady and questionable. They did nothing to follow up or help resolve my complaint, nor have I received a reply from them yet in regards to my concerns.

Thanks,
[redacted]

Initial Business Response /* (1000, 8, 2015/08/24) */
This complaint was addressed immediately after it was received on 8/6/2015. The [redacted] was contacted directly by phone and informed that Credit.com does not take or keep any telephone records on its customers. Furthermore, [redacted]...

([redacted]@Revdex.comemail.org) at the Revdex.com was contacted immediately after the phone call and informed us via email that this would be resolved and the complaint would be removed from our Revdex.com profile.

Initial Business Response /* (1000, 5, 2015/04/15) */
To whom it may concern,
We are sorry about any inconvenience you may have experienced, and would like to respond to your inquiry about your experience with Credit.com.
First, we do not provide phone support at Credit.com, however we do...

provide a way for users to contact us shown on this page: http://www.credit.com/contact/
The quickest way to fill out a support ticket is to click on "Support" on the left-hand side of the page, and fill out the subsequent form that appears. Once we receive a user's support ticket, we are able to respond directly to them via e-mail to meet the user's needs.
In response to the user's initial support ticket, this user selected the option to cancel a paid membership when filing a ticket. We then sent an automated message to this user with information about paid memberships, that can be purchased through Credit.com's website and with our partners, and the user seems to have tried to cancel the account with them by signing in. We will need to contact this user via e-mail to help guide them to the appropriate company that they want to cancel with, and make sure the user is able to get into their paid account with whomever they purchased with before they cancel. Although we are Credit.com and we only have access to this user's free account with us, and we therefore do not have access to a user's paid membership account that can be purchased through an advertisement on our site, we will be glad to assist this user how we can.
Next, the reason this user was unable to log in to the free account created with Credit.com is because Experian tells us they have either: not received credit information for this user from the past 6 months; or that Experian has not received notice that this user has a credit line that is older than 6 months. This message was displayed to the user after they tried to log in to their free account with us. On the page that they were sent to, users can click on the same "Support" link as the one from the Contact page that is on the left-hand side of the screen. To deal with this issue, the user may need to contact Experian, and we will gladly assist them with this via e-mail as we regularly do. However, we at Credit.com are not able to add, change, or remove anything from this user's Experian credit file.
In response to this user's stated desired resolution, we will be reaching out to this user to make sure that they are able to speak with the company which they may have purchased a paid membership with, and that they are able to take the appropriate steps to cancel their account and receive confirmation of such.

Initial Business Response /* (1000, 5, 2015/05/13) */
To whom it may concern,
This user appears to have experienced an error coming from Experian, the credit bureau from which we were trying to pull this user's information. It appears this user, according to the information provided to...

Experian, has either not had credit activity within the past 6 months, or does not have credit activity older than 6 months on their Experian credit file. For these reasons, we were unable to provide any information to this user in their free account. If this user finds this to be incorrect, we can help direct the user to the Experian dispute process, where this user can review and dispute any information on their credit file.
Also, at any time, a user is able to send us an e-mail or an assistance request to cancel a free Credit.com account. When a user sends us a request to cancel the account, we send the user through the account cancellation procedure. We have not received any e-mails through Credit.com Support from this user's e-mail address, which was used to sign up for the account, nor have we received any e-mails from anyone with this user's full name. Since the user has requested here that we cancel the Credit.com account that the user signed up for, we will gladly do so, as we are here to serve our users' needs. This user's free Credit.com account has now been deactivated.
Thank you,
-The Credit.com Team