Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint due to serious issues with MyFreeScoreNows cancellation and billing process. Despite canceling my account on time, I was still charged the $29.95 monthly fee on 10/27, and I no longer have access to my payment history to confirm the transaction details. I am requesting a full refund for this charge, as I believe it was processed in error.I am also highly concerned about how this charge was able to go through after I recently updated my credit card information. This raises significant questions about MyFreeScoreNows billing practices and data handling policies, as it appears charges are still possible even after credit card details are changed.I am requesting immediate confirmation that my account is fully canceled, all related accounts are deactivated, and my sensitive personal information is secured and no longer accessible. The lack of transparency and difficulty navigating the cancellation process is alarming, and I believe potential customers should be informed about these issues.Please confirm my refund of $29.95 for the charge on 10/27 and ensure my accounts are fully deactivated. Thank you for your attention to this urgent matter.

  Business Response

  Date: 12/17/2024

  Dear BBB -  We did not receive this letter until today.  Here's the facts of the case.  Summary:  Lo ******* and a related party ******* **** have both received good will courtesy refunds.  We disagree with Mr. ******* assertion that he canceled.  In fact, HIS OWN SCREENSHOT which I attached shows that he re-activated his account and it clearly states on the screenshot that he himself provided to the BBB that he woud be charged $29.90 for reactivating his account.  We have no record of any contact from Mr. ******* by phone, by email, by text or by postal letter.  We do know he set his acccount to close and then later logged in and at time of loggin in to a Closed account, its is clearly disclosed to any  former member re-opening their account that they will be immediately charged.  Again, Mr. ******* has provided evidence (on his own) that contradicts his assertion that he was incorrectly billed - its the first screenshot he attached to his letter to the BBB by himself!  That screenshot shows our Company disclosed clearly and prominently and conspicuously  that he would be charged for re-starting his membership, and that the charge to his credit card would be immediate.  Notwithstanding the foregoing, Mr. *******n and a related party, ******* **** have both been issued goodwill courtesy refunds today and these should be credited back to their cards in 4-5 BUSINESS Days.   Finally, if Mr. *******s assertions were true, which they are not, we would NOT see numerous logins and access to our web site by Mr. ******* allegedly says canceled, all the way thru November.  Such activity recorded in our system is not possible unless Mr ******* knowingly renewed his Closed account and knowingly started accessing the website.  Thank you for bringing this to our attention. FINALLY, calls from us to Mr ******* have gone unanswered.  

• Initial Complaint

  Date:07/10/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ask foe a refund of ***** and refuse to get a refund.spoke to supervisor and was nasty

  Business Response

  Date: 07/18/2024

  ****************************** has been issued a goodwill courtesy refund for the most recent charges.    Refund receipt attached.  A refund was processed July 14, 2024 and should be credited back to her account in 3-5 business days.

  Please note that we believe that **************** has been treated very well and valued as a customer - from the date she enrollmed on December 12, 2023, she has actively used the services of her membershp services.   When she called us after her trial period expired and said she couldn't afford to pay that month, we waived her fee that month.  Her account was later closed for non-payment but on June 27th she choose to re-activate her account online, entered a new credit card agreed to charged $29.90 - and once again used our services.  So we are surprised at her concern.     She also agreed to the refund and cancelation policies as are posted all over our web site and specifially she agreed to when she enrolled:   

  **************** has now been issued a goodwill refund and her account has been closed permanently to avoid and future misunderstandings.

   

  Refund Policy Of *******************
  
  Last revised April 08, 2016
  Sorry, payments are non-refundable and there are no partial refunds or credits for partially used Monthly MyFreeScoreNow Membership periods. Also, payments are non-refundable for the purchase of any ************* Services including, but not limited to, the purchase of a new or updated 3-Bureau Credit Report or for the purchase of a new or updated 1-Bureau Credit Report, if applicable.
  Following any cancellation, you may no longer be able to log in to the secure members area of the web site or be able to access the services. Please contact customer service at ************** to reinstate your Membership.
  At any time, and for any reason, we may provide a refund, discount, or other consideration to some or all of our members (credits). The amount and form of such credits, and the decision to provide them, are at our sole and absolute discretion. The provision of credits in one instance does not entitle you to credits in the future for similar instances, nor does it obligate us to provide credits in the future, under any circumstance.
  If you have any questions about this Refund Policy, you may go to the Contact Us section of the web site, or call us toll free at ************** or write to us at:
  Membership Services
  *******************
  ******************************
  
  

   

  Cancellation Policy Of *******************
  
  Last revised April 08, 2016
  To cancel your credit monitoring membership, you must call our *********************** toll-free at ************** during the business hours listed on the web site and/or on the Contact Us page, or send a letter via US ************** to: ******************* ******************************
  If you do not cancel before the expiration of the free trial period, your credit or debit card will automatically be charged the then current and applicable monthly fee. You will NOT receive a notice from us that your free trial period has ended or that the paying portion of your membership has begun. We will continue to bill your credit or debit card for your membership fee each month until you cancel.
  Payments are non-refundable and there are no partial refunds or credits for partially used monthly MyFreeScoreNow membership periods.
  Refer to the Terms and Conditions for additional membership information.
  If you have any questions about this Cancellation Policy, you may go to the Contact Us section of the secure members area for our toll-free number or write to us at:
  Membership Services
  *******************
  *****************************
  Thank you for using our site.