I'm amazed at all the praise this piece of dung is receiving! I signed up on Friday and got a message that I could not access my report because they needed "additional information." Nonetheless, they still charged me TWICE.
I called the number I was given. I verified my identity to no less than four different people, none of whom seemed to understand what I was telling them. I was told the following divergent timelines:
"You can access it in 24 hours." "You can access it in 24-48 hours." "You can access it in 72 hours."
So, I ask Ms. 72 Hours if that meant that on Monday I could get this fixed, and was assured that this was correct.
Note that I had to call BACK in because at the end of my first bizarre loop of reps., I was told that I had to start from the beginning, call the toll free number and press "Option One," which was where the nightmare had already begun the first time I called.
Just got off the phone of Round Three of my personal Hellish Experience. Once again, I was transferred about like a ping-pong ball. The first yahoo asked me SIX TIMES, "So, you were charged twice?" Finally, he updated the timeline for me. Get this: "You just ordered this on May 30," as if this was new information. "Yes, that's what I told you five times. Friday WAS May 30." He continues, "Well, I spoke with our web support department. You will be able to access your account on" (brace yourselves) "June 25." I couldn't help but burst into laughter. I said, "Well, here's how it's going to go: You are going to cancel this account and refund BOTH charges."
Naturally, off to the billing department I went. I FINALLY spoke with a person who understood the problem. After going through eight different reps. over two days, I finally found an intelligent human being. She said that waiting until 6/25 was "absurd" (of course, I already knew this) and offered to transfer me to a supervisor.
Instead, I ended up with yet another middle-woman who couldn't help, but wanted to verify my identity for the seventh time. She then told me that I could access my report in "7-10 business days." Then, she offered to transfer me yet again. Here is the gist of my tirade:
"I have now verified my social, address, phone number and name to seven different people. I'm not doing it again. I thought YOU were a supervisor. When I signed up for this, your website said I would have immediate access to my report. The confirmation email said I could 'now' access my report. I don't know what 'now' means to you people, but I've heard definitions ranging from 24 hours, to 24-48 hours, to 72 hours, to one month and NOW you add 7-10 business days to the never-ending list of bizarre definitions for the relatively simple word 'now.' Here in the real world now means immediately. Apparently, in your company it means 'at our discretion.' I will not re-verify my information and I don't want to go through this with yet another person and pick up yet another ridiculous defintion of the term. I'm done. I want to cancel and I want BOTH charges reversed."
She then told me (in response to my observation that waiting until June 25 was ridiculous) "Well, you have a thirty day free trial period." I said, "No, I don't. IF I can access my report on June 25, and I have very little hope that this is possible, that would be a FIVE day period. But even SO, I've already been charged not once, but TWICE, so in what alternate universe do I have a 30 day free trial period, because it isn't happening here in the Milky Way Galaxy? I want to cancel this product and get off this not-so-merry-go-round."
Naturally, that's another department. She ended the call with the same contradictory slogan they all used "We appreciate your business." I just hung up without replying. I can't even PRETEND to be civil to these imbeciles anymore. I'm going to wait until tomorrow, when the impulse to drive my car into a brick wall finally subsides, call back and try yet again to cancel this thing.
