Be careful
After some back and forth, ive decided to completely rewrite my review.
3 months ago i was approached about a "ID skydd" service this company used to offer, that has since been relabeled "Kreditbevakning". I said yes, but the proccess seems to have been messed up, resulting in fees i did not sign up to pay.
1: Payment reminders.
After checking billecta, it seems they SENT the reminder AFTER it was meant to be paid. Should I be grateful that they decided to send a reminder at all, instead of letting the late fees build up? Yes, yes i should. It doesnt exaclty feel right, but I am grateful that the reminder was only sent one month too late. They are indeed not required to send any at all, I just recently read. So thank you for doing so. I have never made any form of payment that went outside of "swipe your card or swish", nor was i told how payment would work, so I would never have seen this bill until I would start using billecta. This certainly improves my opinion of this company. Of course getting the first reminder before it needed to be paid, or being asked if i understood how payments would be made would be nicer, but that would be top tier service, which is hard to come by.
2: Lack of thoroughness
The phone number registered is incorrect. Though i realised it is the phone number of the person i was with that day. And that person did get the messages, but by the time they noticed that they had gotten my contract, they assumed that I had unsubscribed already as I expressed a desire to do so. (and of course I failed to do so since I failed to find the service on their website). By the time they sent their payment reminder, I had temporarily lost contact with them. It is concerning that they don't care that the reminders are sent to the person that signed the contract. As this was partially my fault for not asking the person i was with if perhaps they got the message instead when i initially wanted to unsubscribe, or telling them I was unable to find the service I wanted to unsubscribe from, instead of simply assuming something was wrong with my sign up, I cant fully blame this company.
3. Unclear labeling
To my first review, were i said they had removed this service from their webpage, they said they renamed their service for the sake of clarity. I critized them for their lack of communication to the custemers about this change, which partially led to my confusion and in me losing money. They agreed. listening to feedback is a good quality for a company to have. But of course not making such an obvious mistake is a better one. It is especially important that this is made clear since, as SAMSKYDD has stated, it is still the exact same service, and so costummers should know that critisim towards "ID SKYDD" also applies to "Kreditbevakning".
4. Unsubscribing
The first email i sent them, which i did following the instructions on the contract, did not result in any confirmation that i had unsubscribed. It was only when i sent my second one, directly qouting the clause about unsubsribing, that i got confirmation about unsubscribing. I do not think that second email should have been neccasary. I reccomend always getting undeniable confirmation of an unsubcritption, as sometimes it is easy to claim that miscomunication occured and that the company "didnt understand" your desire to unsubscribe. I find it odd that it is not something they provide unless asked to. I do not know what would have happened if i did not send my second message.
5. Unfocused conversations with no "do you understand that this is legaly binding and you will be charged if you do not unsubscribe"
From the lighthearted conversation focused mostly on ethnicity i did not get the impression that i would be charged 848kr if something went wrong with communication, nor that it was important that the right persons number was registered (still think its odd that this isn't something they treat as being important). Of course one should read these documents and take anything requiring a signiture seriusly. But i press this point specificly due to the fact that it was not ensured that i got the document. It is a small thing, but i think its important, from a costumer care perspective, to ensure they have either read the agreements they sign, or have accsess to the agreements. By design it is, but my case says something about the lack of care.
I hope to never interact with this company again, but I was not scammed. I believe they should do better. Make sure the contracts are sent to the person signing them, rather than the people they happen to be with. And as I am glad they acknowledge, make it more clear when a service changes names.
The responses i have gotten are very quick and i can tell that they have care put in them. Much appreciated. The support is indeed very good. I would give this 2.5 stars if i could, solely for that.
Reply from Samskydd
Hej Zakir,
Det verkar ha skett ett missförstånd. Våra säljare informerar tydligt om tjänsten och avtalet signeras på samma enhet där informationen presenteras. Direkt efter signering skickas dessutom en bekräftelse där det tydligt framgår att det är en löpande prenumeration.
Vi har förståelse för att man i efterhand kan ångra ett köp eller missa att säga upp en tjänst i tid. Det innebär dock inte att vi har brustit i vår information eller hantering.
Tjänsten hette tidigare **ID-skydd** och heter nu **Kreditbevakning**. Det är samma tjänst, endast namnet har ändrats för att bättre beskriva innehållet.
Du tecknade tjänsten den 12 juni. Avtalet har inte förnyats, men ångerfristen har passerat. Vi vill även korrigera en uppgift i ditt omdöme: fakturan är på 848 kr, inte 1 000 kr, vilket motsvarar 69 kr per månad plus 20 kr i fakturaavgift.
Du beskriver att vi vilseleder våra kunder. Det stämmer inte med hur vi arbetar. Våra säljare har ingen ekonomisk vinning av att lämna felaktig information och vi kan inte se att vi har agerat fel i detta ärende.
Vi vill också påpeka att ditt första mejl till oss skickades efter att påminnelsefakturan hade förfallit och efter att omdömet publicerats.
Vi kommer därför att förhålla oss till det avtal som ingåtts. För att undvika liknande situationer i framtiden rekommenderar vi alltid att läsa igenom avtalsvillkoren och kontakta företaget inom ångerfristen om man ångrar sitt köp.
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Hi again, Zakir,
Since you signed up for the service before we started using the term Credit Monitoring instead of ID Protection, your invoice reflects the terminology used in your agreement. However, I've noted that we should make it clearer on our website that we previously used the term ID Protection. Other than this change in terminology, the terms and the service itself remain exactly the same.
The confirmation was sent automatically to the same phone number that received the offer, approximately three seconds after you signed the agreement. Please check your text messages. The first link leads to the PDF version of your agreement, and the second link, titled "Confirmation", contains your confirmation of the purchase.
We would also like to add that no further invoices will be issued. Your payment covers the entire binding period, and the service will automatically end when that period expires.
Allt gott,
Samskydd
