Two parts to this Question:

1/ Claiming back Credit Expert membership at £14.99 as £4.99 was compulsory identity watch insurance i never requested response

2. As my complaint and final response by Experian was done over email, Why did they send a hard copy response to my home addrerss that i no longer reside at.

3. Why are they so interested in my new home address.

Before anyone asks i am now on the electoral register at my new address since the beginning of september as i had to wait for the electorol services to update.

Original Email response

Our Ref: EXP000000

Dear Mr xxxxxx

Thank you for your email, which we received on 14/06/2015.

*Identity Fraud Expenses Insurance

I'm sorry to read of your concerns in relation to insurance. So that your concerns are fully addressed, I have passed the details of your complaint on to our Customer Relations team, who will contact you shortly with further information.

I can advise that our current membership is priced at £14.99 but does not include a premium for Identity Fraud Expenses Insurance. This feature was removed from our product in 2014, and replaced with an Enhanced Victim of Fraud service. This provides an additional level of support for those who have fallen victim to identity fraud.

Unfortunately we no longer provide a membership priced at £9.99, so I am unable to offer this.

I hope this clarifies the situation for you.

Kind regards

xxxxx

Customer Service Representative

Experian

Dear Mr xxxxx

Ref: 000000

*Identity Fraud Expenses Insurance

I write further to my email dated 15/06/15 (see attached). I can see that we sent you a letter in respect of your complaint on 17/06/15, however, this has only just been returned to us as undeliverable. For this reason, I would be grateful if you could confirm your correct current address, and I will resend our correspondence to you.

If you require any further assistance, please do not hesitate to contact us.

To get in touch you can email us at or visit our website at www.creditexpert.co.uk.

Kind Regards,

xxx xxx

Customer Support Centre

Experian

Are they even licenced to sell Insurance products ?

Or is it not really an insurance product, but simply an extra service they automatically included ?

The fact that they changed it from insurance to a service, may indicate there was a problem.

It is normal with complaints to send to a registered address, but if you previously confirmed your identity with the same email address, then i could not see a reason for not sending to your email address. But it may just be their practice to send to an official address.

The way to tackle this is to ask for their FCA registration details in regard to selling the insurance product and confirmation they come under the FOS in regard to insurance miss sellng issues. Tell them that you believe the insurance was miss sold, as you never asked for it and are seeking to reclaim it.

Will do and thanks.

I realise that was the standard "Bog off" response. Now they are on the hook and squrming i will start to reel them in

I have now taken on board what you have said Unclebulgaria67 and have sent a full complaint five minutes ago with your suggestions.

I will update with the response received. i Like the FOS and FCA bit.

theres a thread here that details the times and what was charged

you sound like my neighbour

they tried to claim that the id theft thing was never charged at the £14.99 rate going back 8yrs t think

he got the whole lot back.

some £150.

Any chance DX of a link to that thread??

thought you were already in the CPP forum

silly me

I've moved your thread to there

http://www.consumeractiongroup.co.uk/forum/forumdisplay.php?356-CPP-Group-Plc

lots to read

dx

I have just had Experian contact me by phone.

This compliance chap was polite and courteous and took my complaint as serious.

What i will say is that my complaint has now been resolved to mutual satisfaction and settled.

Way to go Experian, no ifs, no buts, just plain good old fashioned customer service

A++++

Pleased to hear this has been resolved - I will amend your thread title.