Subscription Cancellation Nightmare

Cancelling my monthly subscription with TransUnion has turned into a nightmare experience.

Firstly, there is no option to cancel a subscription once logged into your profile. I had to navigate their website and read the Terms & Conditions before it became clear that the ONLY way to cancel a subscription is to call them or email them.

On calling them on 28 October 2020 (the same day that they debited my account) I found that there is no general support option - only options to retrieve your credit report or lodge a credit dispute. Eventually I managed to speak to an agent by using the lodge a dispute option and went through the lengthy security process to make sure it was indeed me who had called them.

The agent (I did not get his name) then informed me that he had cancelled my subscription.

On 30 November however they once again debited my account and again on 28 December. I called them again a short while ago and was assured that now they have cancelled my subscription. I asked for an email confirmation of this and was told that they cannot send this to me.

I then asked for a copy of the recorded phone call and was given their Head Office number to acquire this. Calling the HO number was again fruitless as I opted for the speak to a consultant option but although the call was answered no one was on the other end of the line. Tried calling a second time with the same result.

Very poor customer service and I will certainly not recommend this company to anyone and will never make use of their services again.