MyFreeScoreNow.com

Review: On September 3,2015 I noticed an automatic withdrawal from my checking account for $29.95. Apparently even though I never confirmed my signup via email on August 18, I was enrolled in the program. Not realizing that the deduction would be made because I never confirmed. So when I called to cancel enrollment I was told since the introductory period had ended I wasn't entitled to a refund. So while the salesperson was giving me his sales pitch for other products I decided to go on the site and see what I apparently had no choice and was going to be paying for. So while on the site I clicked on the button that states get your 3 scores here tab and it automatically takes you to your scores and your report. So I'm explaining to the salesperson that a $15 refund for a product that I wasn't aware I signed up for didn't seem appropriate. He put me on hold then hung up. I called right back and spoke to someone named Ben,and explained the situation to him. So while I'm on the phone with him I log into my checking account again and see that now there is a check hold for $34.95 from this company. Apparently when I clicked on the 3 scores that was a $34.95 click. Nowhere on the site does it tell you that you are about to be charged. According to Ben when you click on the 3 scores tab it's supposed to take you to a shopping cart page which did not occur at all. As I stated to Ben I wasn't aware that I was going to be charged otherwise I certainly would not have clicked on it if I'm already on the phone trying to get a refund why then would I agree to another charge on my account. And this Ben person had the nerve to say to me that when they have to issue refunds it hurts the company. That of course is my concern, the welfare of a company who obviously do not care about their customers. Ben stated I would be getting a refund but at this point he might have said it to just get me off of the phone. I just want to make sure I get my money and this does not happen to anyone else.Desired Settlement: I would like a full refund of $59.90

Business

Response:

Thank you for bringing to our attention the concern(s) submitted to your office by one of our former customers: Ms. Angela Mc[redacted]Although the facts we’ve uncovered contradict the assertions made in Ms. Mc[redacted]’s letter to theRevdex.com, we have taken the following actions in the interest of customer goodwill and as a courtesy to Ms. Mc[redacted]:(1) Ms. Mc[redacted] was issued three (3) goodwill courtesy refund(s) totaling $65.90 on September 3, 2015. See attached refund receipts. These refunds receipts were also emailed to Ms. Mc[redacted] at the email address she provided.(2) Ms.Mc[redacted]’s account was canceled September 3, 2015. There will be no further billings.See attached email sent to Ms. A[redacted] notifying her of the cancellationMs. Mc[redacted] alleges she was not aware that she entered into a trial of credit monitoring and further that she was unaware that if she did not call us to cancel, that she would be automatically charged unless, and until she contacted us. Ms Mc[redacted] enrolled our the web site on August 17, 2015 and during the enrollment was fully informed of- and she agreed - to the terms that her trial ending on August 24, 2015.The screens shots and emails attached contradict the assertions Ms. Mc[redacted] made. We have recorded that she gave her permission to bill her card twice, she is documented as having ordered and used the services, and she did not contact us prior to the trial period ending on August 24. Ms. Mc[redacted] also alleges that she wasn’t aware that an optional upgraded 3-bureau/3-credit score report that she ordered online - that was clearly marked with a $34.95 price (it also stated that the fee was non-refundable when she ordered this product). The web site activity log we maintain showing user activity shows Ms. Mc[redacted]’s actions on the site, and it documents that she not only ordered the product, but also viewed the services she purchased.See attached documentation and screenshots that Ms. Mc[redacted] went thru as she enrolled in the free trial, and also the clear and prominent disclosures and information that she was presented when shepurchased an optional, non-refundable fee-based product.We appreciate your letter and all feedback we receive from customers. We promptly research any issues brought to our attention and work every day increase our customers’ satisfaction.In this case, although Ms. Mc[redacted] allegations are false, we still want to do what we can to settle the matter to her satisfaction.Please let us know if you have any further questionsSincerely,The MyFreeScore Customer Support Team

Review: I was referred to this website after taking a first time homeowner's class in my community. I signed up for the 7 day trial and called to cancel it at the end of the 7 days. The person I spoke to in order to cancel advised me that I would not be charged anything and everything was canceled. 4 days AFTER I canceled the service my bank statement revealed that the business took $29.95 out of my account. I called and spoke with a representative who advised me to send a copy of my back statement showing the charge and I would be refunded within 3-5 business days. I faxed in my bank statement as requested and waited a week. When nothing was refunded I contacted them again and someone advised me that a supervisor was alerted and promised me a call back with a resolution. I called 3 more times when I did not receive a phone call back from this representative and was told my fax was being located and it would take 3-5 days to receive my refund. After another week I finally got fed up with the multiple phone calls and asked my fianc to call. He spoke with a representative who promised him a call back by the end of the day. After no callback he called and talked to a supervisor named Steven who assured him that the refund was processing and would return to my account in 3-5 days. That was over a week ago. The money is still not back in my account and I am completely appalled at the lack of customer service and false promises. I have alerted the organization who referred me to this business and advised them not to refer any more people in hopes to spare anyone from experiencing the same frustration that I have experienced. A company should stand by their word (not to mention the word of at least 4 representatives AND a "supervisor").Desired Settlement: I would like the original $29.95 that was promised MULTIPLE times to be refunded immediately. I would also like additional compensation for my time and frustration after being assured by FIVE DIFFERENT PEOPLE that my refund would be processed. I have spent WAY too much time trying to be refunded money that was taken when I was told UPFRONT that nothing would be charged.

Business

Response:

Thank you for bringing to our attention the concern(s) submitted to your office by one of our former customers: Ms. M[redacted].We have reviewed Ms. A[redacted]'s case and we have taken the following actions:(1) Ms. A[redacted] was issued a goodwill courtesy refund on August 12, 2015 for $29.95. See attached refund receipt and an email sent to Ms.A[redacted] notifying her of the refund. (2) Ms. A[redacted]’s account was canceled July 10, 2015. There will be no further billings. Seeattached email sent to Ms. A[redacted] notifying her of the cancellation(3) We have issued Ms. A[redacted] a $50 restaurant dining certificate for any inconvenience she mayhave experienced. See attached email(4) Our President/CEO has placed a call to Ms. A[redacted] to let her know about the actions we have taken above, to confirm she has received them, and to check with her that the issue has been settled to her satisfaction.We believe there may have been a miscommunication between Ms. A[redacted] and our customer service representatives regarding her cancelation and refund in July. We have reviewed our procedures to ensure we are delivering the best possible customer experience – regardless of whether or not thecustomer stays with us or cancels.We appreciate your letter and all feedback we receive from customers. We promptly research any issues brought to our attention and work every day increase our customers’ satisfaction.Please let us know if you have any further questionsSincerely,The MyFreeScore Customer Support Team

Review: I went online to get my free credit scores. They wanted $1 to continue so I paid it with my credit card. I put in my information and they gave me 1 credit score from Experian. Then they wanted another $19.95 to see my other 2 scores. I did not want to pay this so I hit the X up in the right hand corner to get out. The next time I checked my Visa account they had charged me $29.95. I never authorized them to charge me anything and I never got my 3 scores. I went back in but still could not see my 3 scores. They never sent me an email or anything. I called their contact number but could not get anywhere with their spokes person. They charged me $30 and I never saw my credit scores. This is Fraud pure and simple.Desired Settlement: I am supposed to get my 3 scores free. I cannot see my scores even after I Paid them $30. I want my $30 back or I want my 3 scores. I would like other people to be warned that these people are dishonest.

Business

Response:

Thank you for bringing to our attention the concern(s) submitted to your office by one of our former customers: Mr. [redacted].Although the facts we have attached to this letter contradict all the allegations made by Mr. W[redacted], we have already taken the following actions as a courtesy to Mr. W[redacted] and in the interest of customer goodwill.We have taken the following actions:(1) Mr. W[redacted] was issued goodwill courtesy refund(s) for both $29.95 and for S1.00 charged to his credit card. See attached refund receipt(s) and an email sent to Mr. W[redacted] notifying him of the refund(s).(2) Mr. W[redacted]'s account was canceled October 13, 2015. There will be no further billings. Seeattached email sent to Mr. W[redacted] notifying him of the cancellation,For the record, we have attached documentation that Mr. W[redacted] was presented online and/or that was delivered to him via email about our trial offer in credit monitoring and about the product and services he would receive by enrolling. These are clearly and unambiguously displayed at the beginning and throughout the enrollment process including on the checkout pages and in the Welcome Email he was sent after his enrollment (attached).Mr. W[redacted] did in fact enroll in a trial of credit monitoring on September 23, 2015. As he acknowledges in his letter, he was correctly billed $1.00 on September 23 but because he did not call us to cancel, to let us know he did not wish to continue his services, he was correctly billed $29.95 after the trial period expired. Mr. W[redacted] did not call us to cancel until October 13, which was nearly 2 weeks after the trial period expired. If he had contacted us in advance of billing as he agreed to during his enrollment, he would not have been billed the first monthly membership fee.Mr. W[redacted] was presented with a very clear and specific offer on our web site. As incentive to enroll in the trial, he received a free (singular) credit score.After Mr. W[redacted] completed his enrollment, he was presented with an offer of an upgraded, optional 3bureau/3-score credit report for a immediate fee of $19.95. Other credit sites, such as MyFico.com, charge up to $59.90 for comparable product, so Mr. W[redacted] was offered a very good value on an upgraded, fee-based product.Mr W[redacted] also gave his affirmative permission and consent to monthly automatic billing of amembership fee to his credit/debit card - unless and until he called to cancel at 1-###-###–####. It was required that Mr W[redacted] check a mandatory box during the final step of online enrollment to show that he had read and consented to automatic billing of his credit/debit card and agreed to the cancellation policy.Our Systems also show that he logged into his account and received the services that he enrolled in and used/viewed them online.We apologize for any misunderstanding and inconvenience Mr. W[redacted] alleges to have experienced; however, if he reviews again the attached materials, he’ll see we go to great lengths to be transparent with our customers about our trial offer contains, and what our ongoing membership Services are and what is an optional, fee-based product. We make it easy for our customers to enroll, use and cancel their memberships.We appreciate your letter and all feedback we receive from customers. We promptly research any issues brought to our attention and work every day increase our customers' satisfaction.Please let us know if you have any further questionsSincerely,The MyFreeScore Customer Support Team

Review: Sometime in November 2014 I ordered what I thought was a free credit score. I did not realize that in order not to be charged a fee every month from that point on, unless I cancelled within 7 days. I missed the 7 days, but never used their service since. The company continued to charge me for Nov., Dec., & Jan. until I cancelled yesterday. I feel that I should be refunded for the months of Dec. & Jan. because I did not use their service. I am willing to pay them 1 month ( Nov.) for missing the 7 day deadline but they would not accept that. In my last telecom (2/13/15), I asked to speak with a supervisor but was told he was not available.I would like you to see whether you can retrieve at least the $60 charged for no services rendered. Thank you, [redacted]Desired Settlement: As mentioned in my statement above, I would like a refund for at least 2 months, since no services were provided. I consider such attempt to fool the public, and collect money as non ethical.

Business

Response:

Thank you for bringing to our attention the concern submitted to your office by one of our former customers, Mr. [redacted]. We have granted Mr. [redacted] his request for a refund. We issued Mr. [redacted] two (2) goodwill courtesy refund(s) totaling 59.90 which represent the membership fees for two months of monitoring services that were delivered to him - up until he called in to cancel on February 12, 3015. Our hope is that will settle the matter to his satisfaction. Copy of the refund receipt(s) are attached and these have been emailed to Mr. [redacted] as well. Attached are the online marketing materials and Offer Details that Mr [redacted] was presented when he enrolled online on October 16, 2014. See attached screen shots. Our Offer Details are posted prominently and conspicuously and in easy-to-read language on our web site and several other pages of the order process including the checkout page where Mr. [redacted] entered personal information and his credit card. For more information refer to: http://www.myfreescorenow.com Our Details: “By submitting your secure order you will be eligible to receive your free credit score and begin your 7 day trial membership in MyFreeScore Now credit monitoring. You may cancel anytime within the free trial period without charge. At the end of the trial period, you will automatically be billed 29.95 on a monthly basis unless and until you call us to cancel at ###-###-####” Mr. [redacted] is recorded by our systems as having received his free credit score and he also received the credit monitoring services he enrolled in (see screen shots of his online activity and our records of the credit monitoring and credit score email alerts sent to him over several months. Mr. [redacted] admits in his letter to the Revdex.com that he did not to cancel prior to his trial period expiring so he was correctly billed each month for the monitoring services provided to him. When he did (first) contact us on February 12, 2015, we explained to him the charges and we also promptly canceled his account and provided him a goodwill courtesy refund He received no further billings. He called again on February 13, 2015 requesting to cancel again; we informed him he was already canceled the prior day. See attached call center notes. That said, we appreciate all feedback from customers and we hope that Mr. [redacted] is now aware that his concerns were heard and we have attempted to provide a positive outcome for him. Please let us know if you have any further questions Sincerely,The MyFreeScore Customer Support Team