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Experian Logins Follow-ups

The purpose of this document is to provide a structured and compliant approach for handlingrequesting cancellationclients’ requests,Experian.com improvinglogin clientcredentials retentionas whilepart maintainingof transparencyour andenhanced trust.dispute strategy.

Retention Protocol: Handling Cancellation RequestsOverview

Overview

Key

When a client requestsPoints to cancel,Communicate theto goal is to:

Clients
  • UnderstandEnhanced Dispute Strategy
    Providing Experian login access allows us to implement a more targeted and effective dispute strategy, improving our ability to challenge inaccurate or unverifiable information.
Strengthened Disputes
Direct visibility into the rootExperian concernreport Addresshelps itensure that disputes are precise, consistent, and aligned with the appropriateinformation solutionbeing reported, ultimately strengthening the client’s case. ReinforceData valueSecurity withoutand beingConfidentiality
All overlylogin pushyinformation Offeris retention optionsstored in a structuredsecure orderdatabase and

is accessible Retentiononly Flowto authorized company personnel

.
    The Identifyinformation reasonis used solely for cancellation:the “Justpurpose soof Iassisting with the client’s credit repair services and is handled in accordance with strict privacy and security standards. Easy and Free Account Creation
    If the client does not yet have an Experian account, they can bettereasily assistcreate —one what’sat theno maincost. reasonThe you’resign-up consideringprocess canceling?”is Acknowledgequick and empathizeuser-friendly, Reframeallowing expectationsus and highlight progress Offer appropriate retention option Confirm next steps orto proceed with cancellationtheir ifdispute needed
    strategy without delay.
    💡 Quick Tip: Make sure to use your own discretion as well to see if the compensation we are offering is appropriate based on their reason for cancellation. Always try to address the root cause first, and do not jump immediately to offering the save options.

    RetentionCall Strategies by ScenarioFlow

    Reason for CancellationPart Approach/TalkingObjective/Internal PointsNotes Offers (In order)Script
    FinancialIntroduction Concerns& Context

      Set

      Acknowledgeexpectations and empathizeexplain withthe situationpurpose withoutof assumptionthe Position flexibility, not pressure

      Talking Pointsrequest.

        “I completely understand — situations change, and we want to make this manageable for you.”         		Hi
          {{contact.first_name}}, One-Timethis Discountis
            [Your EssentialsName] Plan:from $25Crowned offCredit. nextI’m monthreaching Accelerated Plan: $50 off next month Downgrade Option
              Positionout as apart 50%of costan reduction,enhancement notto your dispute strategy. Experian is known for having a downgradestricter verification

              Example:process “We can also move youcompared to athe lower-costother optionbureaus, thatand stillgaining keepsaccess to your progressExperian going,account justallows atus ato reducedreview pace.”

              your report directly and strengthen

              Important Notes:

                If downgrading from Accelerated:
                  Clarifythe disputes willon shiftyour to bureau-only (no direct creditor disputes) Changes apply starting next billing cycle behalf.
                  SlowAddress Progress/PerceivedSecurity Lack& of ResultsConfidentiality Build
                    Rebuild confidence through educationtrust and transparency Anchor on work already completed Provide proof if necessary (Resendreassure the progressclient.
                    reportYour throughinformation DFwill orbe sendstored securely and will only be accessible to authorized personnel within our team. It will be used strictly for the screenshotpurpose of internalassisting disputeswith statusyour from DF)

                    Talking Points

                      Reassure progress made so far Explain:
                        Creditcredit repair is a round-based process Bureaus have up to 30 days per investigation Strategy evolves each round

                        Example: “I completely understand how it can feel slow. Based on what I’m seeing, we’ve already made progress on [X items], and each round allows us to apply more targeted strategies.”

                          One-Time Discount (same as above) Downgrade (Position as 50% Discount) Upgrade Opportunity (if applicable)
                              If client is on Essentials with minimal movement after multiple rounds:
                                Offer free upgrade to Accelerated

                                Frame as: “We can increase the intensity of disputes to try to generate more movement.”

                                Important Notes

                                  Always educate before offering discounts Avoid making it sound like progress is guaranteed If free upgrade is offered, notify TL and Dispute Team and adjust DF status to "Accelerated"  services. LackRequest ofLogin CommunicationCredentials Obtain
                                    the Clarify first before assuming failure Claim ownership, make sure they feel heardusername and acknowledgedpassword. ReinforceCould availabilityyou please provide your Experian.com username and processpassword so

                                    Talkingwe Points

                                    can
                                      proceed? “I appreciateIf you bringingdon’t have an account yet, I’d be happy to guide you through the quick and free sign-up process Request the Verification Code Guide the client through two-factor authentication. Once we attempt to log in, Experian will send a one-time verification code to your phone or email. When you receive it, could you please read that up — let’s make sure we’re aligned moving forward.”

                                      Key Actions

                                        Check:
                                          Portal updates Missed communications Contact preferences

                                          Resolution

                                            Set expectations for:
                                              Update frequency (every ~30 days post-round) Wherecode to checkme updatesor (clientsend portal)it via text so we can complete the login? Set Expectations & Close Reinforce

                                              Note:value Onlyand offerappreciation.

                                              asThank ayou lastfor resort,your assistance with this. This step will allow our dispute team to implement the enhanced strategy for your file. If you have any questions at thisany stagepoint, itplease isdon’t more appropriatehesitate to claimreach ownership of being more timely in responding and managing client expectations

                                               

                                                One-Time Discount
                                                  Essentials Plan: $25 off next month Accelerated Plan: $50 off next month out.
                                                  🚨 Important Note: If the client has just signed up (In their first month), or they do not have a current outstanding invoice, the discount would apply to the next payment. If the client has an outstanding invoice, it can be applied to the current one. 

                                                  Internal Workflow

                                                  Step-by-Step Process

                                                    ⚡Receive What qualifies as a Cancellation Request:Credentials Explicit
                                                    intentObtain the client’s Experian username and password securely via phone or SMS. Login to cancelExperian or
                                                      Attempt to requestlog forin ausing refundthe provided credentials. Two-Factor Authentication
                                                        Request the one-time verification code from the client,client. eitherEnter communicatedthe throughcode SMS/Emailto orcomplete verbally
                                                        the

                                                        Positioninglogin. Guidelines

                                                        Do:

                                                        Disable Repeated Verification
                                                        • StayIf calm,available, confident,select and solution-oriented
                                                        Normalize concerns (“a lot of clients feelRemember this waydevice” earlyor on”)disable Emphasizefrequent progressverification andprompts processto streamline future access.

                                                        Avoid:

                                                        Set/Confirm Security Questions
                                                        • SoundingEnsure desperatethat security questions are established or updated for consistent future access.
                                                        Document in DisputeFox
                                                          Navigate to retainthe client’s profile. Over-apologizingEnter the Experian login credentials and relevant notes in the “Additional Details” section. PromisingConfirm guaranteedthat resultsthe information is accessible to the dispute team. JumpingNotify straightthe Dispute Team
                                                            Send a message to discountsthe Whatsapp groupchat saying "Client Name Experian logins added to DF"

                                                            Closing the Conversation

                                                            If Retained

                                                                 “Let’s go ahead and move forward with this adjustment so we can keep your progress going.”

                                                            If Client Still Wants to Cancel

                                                            • Respect decision professionally

                                                            Confirm:

                                                            • Cancellation request
                                                            • Billing team will process cancellation and reach out with confirmation once done
                                                            • Notify Billing accordingly

                                                            Leave door open:

                                                                 “If you decide to revisit this in the future, we’ll be here to help.”

                                                            Key Reminders for CS Team

                                                            1. Retention is about guidance, not pressure
                                                            2. Discounts are tools, not default responses
                                                            3. The strongest retention driver is confidence in the process
                                                            4. Always maintain compliance: no guarantees, no misleading claims
                                                            📝 Be sure to log the cancellation request with appropriate details in the Crowned Masterlist sheet.
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