I signed up for the freecreditreport.com offer with the sole intention of getting my credit score. They advertise it very well and I had already decided that I would do it the next time I saw a banner, so I signed up over the weekend.
I had also decided in advance to cancel the service right after reviewing and saving my credit report because the “hook” with this service is a subscription to their credit monitoring service, which costs something like $24.95 per month. They begin billing that seven days after you sign up, so cancelation of this account was on my to-do list for today.
I despise companies that make it difficult for customers to actually cancel service, but the freecreditreport.com toll-free number’s voice prompts give a “press 1 to cancel your account” option, so I was quickly confident of an easy process. I don’t fault these guys for building this “free report” system solely to sign people up for what may be a valuable service and I expected some form of a sales pitch designed to convert me from a trial user to a monthly subscriber. If they had trained their call center rep, they might have gotten me!
Having managed a telemarketing operation in the past and knowing a little too well what is happening (and what isn’t) in those cubicles, I am always very impressed by a good phone presence in these situations. I’m not amused when the person who is supposed to be helping me “make a decision” (to buy something instead of closing my account) fumbles, repeatedly.
I called to cancel. Go ahead and make your pitch, but do it well. When I say no the second time, please don’t make an even worse attempt and when I say no the third time, let’s go ahead and finish, OK?
They got the last part right. After I made my final, polite, “no thanks, not now, I just want to cancel the account today” statement, the rep had me off the phone in less than a minute with confirmation that my account was cancelled. The call was less difficult than I expected, but I can only wonder why they don’t train the people that are supposed to deliver their crafty little marketing pitch?
What might have gotten me was the price drop—and if you’re planning to use this monthly subscription service from freecreditreport.com yourself, you should call in and press “1” to cancel, so you can get this offer:
The last ditch offer I was given (but so poorly delivered) was a price drop. My discounted offer was $7 a month!
If it had been delivered well, I might have jumped at the offer. They might as well use an automated recording because the person read all or most of the words on the screen but didn’t seem to understand them at all. In my experience, some training will help, so the company running the phone room is ultimately to blame.
The price drop offer is also somewhat insulting to me as a potential customer. Of course, if I took it, I would feel like a pretty sharp cookie, but what if I had paid the full price for like six months… or a year? That’s a lot of money!
Have you ever used this service? What was your experience?