I was informed via e-mail that my account would be upgraded, at an extra cost to me of...

GetHuman1403337's customer service issue with Experian from October 2018

Help with my Experian issue
The issue in GetHuman1403337's own words
I was trying to lower my monthly payment, instead of having it raised, as they were informing me that they were going to do, without my permission. I did not ask for, nor want, the upgrade to my account that they were planning to do. ... I was informed via e-mail that my account would be upgraded, at an extra cost to me of $**month. I did not want this upgrade, and tried to call to get the upgrade taken off. I would have been happy to continue with Experian, but I wanted to downgrade my service from the current subscription, instead of having it upgraded. I wanted to find a way to lower my monthly payment. Experian should have had an option to talk to a real person. However, after entering all of the details I was asked for at the beginning of the call, I was told that I didn't have an account with Experian. Really? My monthly credit card statement shows otherwise! There is no way, through the automated call process, to talk to a real person. In light of this, I wish to cancel my membership effective the beginning of my next billing period. DO NOT BILL ME AGAIN FOR THIS SERVICE, as I do not wish to continue with Experian any longer, due to their LACK of customer service. Thank you!
I would have been happy to continue using Experian, if I could have talked to a real person, and worked out a way to downgrade the service, instead of upgrading it. I feel that if I had been able to talk to a real person, something could have been worked out, and I would have been more than happy to remain a customer. However, since talking to a real person was not an option, and on top of that, the automated system claimed that I didn't have an account with them, after I correctly provided the details that they asked for several times (yes, I called the number three or four times, and each time the call ended the same way!) I felt I have no choice but to a) go along with the upgrade, or b) cancel the service. Since I was frustrated and very unhappy with being told I didn't have a membership, and due to not being able to get ahold of a real person, I decided my only option at this point is to cancel the subscription.
Providing me with a downgrade that would still monitor my report, but lower my monthly payment from what it was before the upgrade to my account.
I have been a customer of Experian's Credit Monitoring service for probably five or six years.
The only way to contact them is through the phone numbers (I tried both of the ones that were listed on the site), or through the US postal service. Both of the phone numbers that I called led to the same automated service. I have sent a certified letter through the US postal service with my instructions to cancel my subscription, and why. Of course, since the letter just went out today (**-**-**), I don't expect to hear anything from them for a week or more. If I don't hear from them, and if my credit card is billed for another month after this one, then I will contact the BBB and Ripoff Report. I am very unhappy with them.
How GetHuman1403337 fixed the problem
I sent a letter via the US Postal Service requesting them to cancel my membership due to their lack of customer service. I told them I would have remained a customer, had I been able to talk to a live agent and get the issue resolved over the phone. Since talking to a live agent wasn't an option, I felt my only recourse was to cancel my membership. I gave them my membership ID. About a week and a half after they received my letter (I sent it certified mail), they sent me an e-mail confirming my account had been cancelled.
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Experian

Credit monitoring
Customer service issue
Reported by GetHuman1403337
Oct 24th, 2018 - 2 years ago
Fixed
GetHuman1403337 shared how to fix
Seen by 8 customers so far
Similar issue to 7358 others
0 customers following this
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Timeline

GetHuman1403337 started working on this issue
Oct 24th, 2018 7:50pm
GetHuman1403337 indicated the issue is not fixed yet.
Oct 25th, 2018 12:21am
GetHuman1403337 indicated the issue is not fixed yet.
Oct 25th, 2018 12:22am
GetHuman1403337 indicated the issue is not fixed yet.
Oct 25th, 2018 12:38am
GetHuman1403337 confirmed the issue is fixed. Hooray!
Nov 17th, 2018 2:45am

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