Thank you for bringing to our attention the concerns) submitted to your office by a person allegedly claiming to be one of our former customers and or site visitors: a MsA*** ** ***.We genuinely want to assist the Revdex.com and MsW*** in any way regarding this matter; however, to begin
with, we are unable to locate any record of a MsW*** in our systems after using (all) the information the Revdex.com provided in the attached letter (name, address, email and phone).In addition we have tried to contact MsW*** three times this week via the phone number she provided in the Revdex.com letter and we have emailed her a letter to the email address provided to the Revdex.com (attached)On our phone messages and the email to MsW***, we have left our names and phone numbers and the reason for our callMsW*** has not replied to any of our attempts to contact her.In MsW***’s case, it may be a case of mistaken identity” with another merchant with a similar name or Services.Also, to respond to MsW***s comment about advertising; were not sure what web site she was enrolled upon, or was visiting, but since we cannot locate any account she currently has or has ever had with us, we must conclude she was NOT viewing our web site nor enrolled in it; rather she was viewing the advertising or on a web site of another merchant.About our services, our marketing and our offer to customers is clear, unambiguous, and in plain and easy to read languageIt is: for enrolling in a trial of credit report monitoring, customers are eligible to receive a complimentary (single) credit scoreWe provide a free (single) score to acquaint people with their credit history and get them interested in and more engaged in the services we provide: credit report monitoring and credit score tracking.We do not market (nor does our web site present in any way) that we offer (for free) all three scores from all three credit bureaus (see attached screen shot).Customers who would like to purchase an upgraded credit report with all reports and all scores are offered that product on the website or during enrollment - for purchase for $34.95; and the purchase is clearly stated as non-refundableSee attached offer page screenshotsThat is a significant savings from comparable products (e.g, www.myfico.com charges $59.90).Back to MsW***’s account not found: We have also we have thoroughly researched our customer database and even researched our historical incomplete enrollments fileIf MsW*** alleges her credit card was charged, we would have found some record of her in our customer database.Sometimes this situation can occur with a current or former customer (or just a site visitor) when the person enrolls in our service under a different name, misspells items, provided a different email address; or the membership was actually under a spouse or child nameIn those rare cases, we need additional information to research deeper to see if we can definitively find a customer or definitively reply to you that we have no record of such person(s).Again, in MsW***’s case, it may be a case of mistaken identity” with another merchant with a similar name.If you would be so kind, please ask MsW*** for the following that may help us find a record of her visit to our web site and any transactions:(1) Membership ID: This number is assigned upon enrollment and is emailed out to the email address that the customer provided us onlineWe have been unable to locate the email address that MsW*** provided in the attached Revdex.com letterSo if MsW*** can check the email account(s) she might have usedOur “from” address would be from [email protected]; ; and if she could also please check her bulk/junk mail folder as well as her inbox(2) The date(s) of the charge(s) she alleges are in question (that can be found on her credit card or bank statement if it was a debit card used)Even the month and year of the charge along with the last digits of the credit/debit card used would help us locate an account.(3) Last digits of the credit or debit card she used.(4) Last of social security number(5) Date of birth (mm/dd/yyyy)(6) Any alternative first and last name, full residence address, phone number or email address Ms.W*** may have used when she allegedly enrolled(7) The IP address of the computer she used to enrollShe can look up her IP address on many sitesincluding www.ipchicken.comWe will make one last attempt (our fourth) to contact MsW*** today but she can also contact us andor send this information to our customer service email address: [email protected] or she can call us toll free at ###-###-####As much of or all the above that she is comfortable providing would allow us to complete a definitive search for any record of her in our systems and if we find one, address her concerns promptly.We appreciate your letter and all feedback we receive from customersWe promptly research any issues brought to our attention; however in this case we cannot move forward to help unless we get additional information from MsW***Please let us know if you have any further questionsSincerely,The MyFreeScore Customer Support Team
Thank you for bringing to our attention the concern(s) submitted to your office by one of our former customers: Mr. [redacted] C[redacted]We have reviewed Mr. C[redacted]’s case. The facts we have gathered and have attached to this letter completely contradict Mr. C[redacted]' assertions in his letter to the Revdex.com. We...
have attached supporting documentation refuting each of his allegations.That said, we are very sorry to learn that Mr. C[redacted] was not satisfied with the services that he enrolled and ordered on July 1 and that he used. The attached documentation will show that he affirmatively consented and agreed to the terms and conditions, Offer Details, and refund policy so he was correctly billed for the services he signed up for and received. He was treated fairly by our customer service agents. In fact, he was granted an exception to our refund policy that we believe was fair and reasonable when he contacted us to cancel his account on August 26 -- which was nearly 2 months into his membership.However, as a courtesy and in the interest of goodwill, we have taken the following actions. Documentation is attached.(1) Mr. C[redacted] was issued three (3) goodwill courtesy refunds totaling $60.90. See attached refundreceipts and the emails sent to Mr. C[redacted] notifying him of the refunds.(2) Mr. C[redacted]’s account was canceled August 26, 2015. There will be no further billings. Seeattached email sent to Mr. C[redacted] notifying him of the cancellation(3) We have issued Mr. C[redacted] a $50 restaurant dining certificate as a goodwill gesture and for anyinconvenience he may have experienced. See attached email.(4) Our President/CEO has placed a call to Mr. C[redacted] to let him know about the actions we havetaken above, to confirm he has received them, and to check with him that the issue has been settled to his satisfaction. However, to address the allegations in his letter, we have attached the following information:(1) Screen shots are attached showing the specific web pages and enrollment form and Welcome Email that Mr. C[redacted] completed when he enrolled in a trial of credit monitoring on our site on July 1. After the trial expired, he was automatically and correctly billed on July 13. He did not call us to cancel so he was billed again for the second month of membership on August 13.(2) Welcome Email. A Welcome Email was to Mr. C[redacted] that re-iterated the Offer Details and terms ofthe trial that Mr. C[redacted] agreed to. They included when the trial expired and how to cancel.(3) User Activity Log. This report shows that Mr. C[redacted] was delivered his credit report and that heviewed it.(4) Monitoring Services. Mr. C[redacted] also received the credit report monitoring services that he enrolled in. See attached log of the actual credit report monitoring alerts and credit score tracker that were sent to Mr C[redacted].The terms of our trial are clear, prominent and conspicuously displayed on our web site and there is a mandatory check box the customer must select in order to submit their order that documents they have consented to the terms of the offer. The terms of the offer (“Offer Details”) and a link to our terms and conditions and refund policy are clearly and prominently displayed directly adjacent to the mandatory check box.Offer Details: By submitting your secure order you will be immediately charged a $1.00 non-refundable fee for your credit report, be eligible to receive your free credit score, and begin your 7 day trial membership in MyFreeScoreMow credit monitoring. At the end of the 7-day trial period, you agree that your credit/debit card will automatically be charged $29.95 on a monthly basis unless and until you call ###-###-#### to cancel your membership.We appreciate your letter and all feedback we receive from customers. We promptly research any issues brought to our attention and work every day increase our customers’ satisfaction.Please let us know if you have any further questionsSincerely,The MyFreeScore Customer Support Team
Thank you for bringing to our attention the concern(s) submitted to your office by [redacted], who initiated an enrollment in a trial of credit reporting monitoring on our web site recently (at www.myfreescorenow.com). However, Mr. E[redacted] chose not to complete the final page of enrollment and...
thus a score could not be deliveredOur CEO spoke to Mr. E[redacted] today. His main concern was eliminating information that he had freely provided on our web site that we use for the purpose of trial membership enrollment, for the delivery of his credit score to him, and for the provision of ongoing credit monitoring and other Services - should Mr. E[redacted] have completed his enrollment. The screen shots of the enrollment process he went thru on our web site are attached. He did not receive his score because he did not complete all the steps which include providing a credit card to establish his trial membership.Per his request, we indicated our intent is to purge what information we can related to the transaction he initiated; i.e., the information he submitted in order to enroll in the trial of credit report monitoring and to obtain his complimentary credit score.The information that is our intent to purge is the SSH, date of birth, and telephone number.We explained that we have already added his email address to our Unsubscribe list/Opt-Out file. However, a record of his visit and that he provided such information as his email address and record of his receipt and acceptance of our terms and conditions is necessary for us to maintain for recording keeping and compliance. Again, please refer to the actual screens Mr. E[redacted] completed online including actions he took on the site accepting our Terms.There was also a question about our Company and what we do vs. the three (3) credit bureaus. We explained our services and information about our Company and what we provide is all clearly and conspicuously displayed throughout the web site on every page.Accordingly, we don’t believe there would be reason for confusion between our web site and the three (3) credit bureaus. Our company is authorized by one of the bureaus to provide such information services to consumers, our web site is PCI compliant and also certified by Symantec (Norton security Seal) as Secure,We use the marks and logos of the credit bureaus simply to signify we can provide products and services from all three (3) credit bureaus. Similar to how major brands and manufacturers allow theirdistributors and retailers to use their trademarks and logos.So if Mr. E[redacted] reviews the web pages that he enrolled upon, in no way do we believe our web site would be mistaken for one of the credit bureaus.Also Mr. E[redacted] cited in his letter recent experience with placing alerts on this own credit report (outside of his transaction with our web site), so we believe he is a very educated consumer as it relatesto credit information and he was well aware that he was not on the web site of one of the credit bureaus.We offer services on a paid subscription basis and that fact is clearly and conspicuously displayed throughout the web site.That said, we expressed our apologies for his experience and our intent, consistent with our compliance and record keeping requirements, to honor his request.We appreciate your letter and all feedback we receive from customers. We promptly research any issues brought to our attention and work every day increase our customers’ satisfaction.Please let us know if you have any further questionsSincerely,The MyFreeScore Customer Support Team
Thank you for bringing to our attention the concern(s) submitted to your office by one of our former customers: Ms. Angela Mc[redacted]Although the facts we’ve uncovered contradict the assertions made in Ms. Mc[redacted]’s letter to theRevdex.com, we have taken the following actions in the interest of customer...
goodwill and as a courtesy to Ms. Mc[redacted]:(1) Ms. Mc[redacted] was issued three (3) goodwill courtesy refund(s) totaling $65.90 on September 3, 2015. See attached refund receipts. These refunds receipts were also emailed to Ms. Mc[redacted] at the email address she provided.(2) Ms.Mc[redacted]’s account was canceled September 3, 2015. There will be no further billings.See attached email sent to Ms. A[redacted] notifying her of the cancellationMs. Mc[redacted] alleges she was not aware that she entered into a trial of credit monitoring and further that she was unaware that if she did not call us to cancel, that she would be automatically charged unless, and until she contacted us. Ms Mc[redacted] enrolled our the web site on August 17, 2015 and during the enrollment was fully informed of- and she agreed - to the terms that her trial ending on August 24, 2015.The screens shots and emails attached contradict the assertions Ms. Mc[redacted] made. We have recorded that she gave her permission to bill her card twice, she is documented as having ordered and used the services, and she did not contact us prior to the trial period ending on August 24. Ms. Mc[redacted] also alleges that she wasn’t aware that an optional upgraded 3-bureau/3-credit score report that she ordered online - that was clearly marked with a $34.95 price (it also stated that the fee was non-refundable when she ordered this product). The web site activity log we maintain showing user activity shows Ms. Mc[redacted]’s actions on the site, and it documents that she not only ordered the product, but also viewed the services she purchased.See attached documentation and screenshots that Ms. Mc[redacted] went thru as she enrolled in the free trial, and also the clear and prominent disclosures and information that she was presented when shepurchased an optional, non-refundable fee-based product.We appreciate your letter and all feedback we receive from customers. We promptly research any issues brought to our attention and work every day increase our customers’ satisfaction.In this case, although Ms. Mc[redacted] allegations are false, we still want to do what we can to settle the matter to her satisfaction.Please let us know if you have any further questionsSincerely,The MyFreeScore Customer Support Team
We expressed our apologies for fo rher experience with her recent order of a credit report on January 13, 2016. We explained on that day she ordered there were some technical issues with delivering her report caused by one of the credit bureaus. We explained that a refund was issued to the...
credit or debit card we had on file for Ms. L[redacted] on Feb 8th. (See attached receipt documentation and the email sent to Ms. L[redacted] on Feb 4th). The technical issue she experienced on that day has now been fixed.Our CEO also noticed that a $1.00 charge was not yet refunded, so that was refunded yesterday (refund receipt attached). We explained there were no more charges other than those two (2), totaling $35.95. We suggested that she look at her account again and see if those other charges she believes were there or were in fact just “authorizations”, which can appear to be charges, but they are not and they disappear after a few days after the actual charges are settled. She indicated she would look when she had access to a computer. We offered to assist in any way we can still sees them. But to our knowledge, all charges have been fully refunded.We appreciate your letter and all feedback we receive from customers. We promptly research any issues brought to our attention and work every day increase our customers’ satisfaction. Please let us know if you have any further questions.Sincerely,The MyFreeScore Customer Support Team
Thank you for bringing to our attention the concern(s) submitted to your office by one of our former customers: Mr. [redacted] W[redacted].Although the facts we have attached to this letter contradict all the allegations made by Mr. W[redacted], we have already taken the following actions as a courtesy to Mr. W[redacted]...
and in the interest of customer goodwill.We have taken the following actions:(1) Mr. W[redacted] was issued goodwill courtesy refund(s) for both $29.95 and for S1.00 charged to his credit card. See attached refund receipt(s) and an email sent to Mr. W[redacted] notifying him of the refund(s).(2) Mr. W[redacted]'s account was canceled October 13, 2015. There will be no further billings. Seeattached email sent to Mr. W[redacted] notifying him of the cancellation,For the record, we have attached documentation that Mr. W[redacted] was presented online and/or that was delivered to him via email about our trial offer in credit monitoring and about the product and services he would receive by enrolling. These are clearly and unambiguously displayed at the beginning and throughout the enrollment process including on the checkout pages and in the Welcome Email he was sent after his enrollment (attached).Mr. W[redacted] did in fact enroll in a trial of credit monitoring on September 23, 2015. As he acknowledges in his letter, he was correctly billed $1.00 on September 23 but because he did not call us to cancel, to let us know he did not wish to continue his services, he was correctly billed $29.95 after the trial period expired. Mr. W[redacted] did not call us to cancel until October 13, which was nearly 2 weeks after the trial period expired. If he had contacted us in advance of billing as he agreed to during his enrollment, he would not have been billed the first monthly membership fee.Mr. W[redacted] was presented with a very clear and specific offer on our web site. As incentive to enroll in the trial, he received a free (singular) credit score.After Mr. W[redacted] completed his enrollment, he was presented with an offer of an upgraded, optional 3bureau/3-score credit report for a immediate fee of $19.95. Other credit sites, such as MyFico.com, charge up to $59.90 for comparable product, so Mr. W[redacted] was offered a very good value on an upgraded, fee-based product.Mr W[redacted] also gave his affirmative permission and consent to monthly automatic billing of amembership fee to his credit/debit card - unless and until he called to cancel at 1-###-###–####. It was required that Mr W[redacted] check a mandatory box during the final step of online enrollment to show that he had read and consented to automatic billing of his credit/debit card and agreed to the cancellation policy.Our Systems also show that he logged into his account and received the services that he enrolled in and used/viewed them online.We apologize for any misunderstanding and inconvenience Mr. W[redacted] alleges to have experienced; however, if he reviews again the attached materials, he’ll see we go to great lengths to be transparent with our customers about our trial offer contains, and what our ongoing membership Services are and what is an optional, fee-based product. We make it easy for our customers to enroll, use and cancel their memberships.We appreciate your letter and all feedback we receive from customers. We promptly research any issues brought to our attention and work every day increase our customers' satisfaction.Please let us know if you have any further questionsSincerely,The MyFreeScore Customer Support Team
Thank you for bringing to our attention the concerns) submitted to your office by a person allegedly claiming to be one of our former customers and or site visitors: a MsA*** ** ***.We genuinely want to assist the Revdex.com and MsW*** in any way regarding this matter; however, to begin
with, we are unable to locate any record of a MsW*** in our systems after using (all) the information the Revdex.com provided in the attached letter (name, address, email and phone).In addition we have tried to contact MsW*** three times this week via the phone number she provided in the Revdex.com letter and we have emailed her a letter to the email address provided to the Revdex.com (attached)On our phone messages and the email to MsW***, we have left our names and phone numbers and the reason for our callMsW*** has not replied to any of our attempts to contact her.In MsW***’s case, it may be a case of mistaken identity” with another merchant with a similar name or Services.Also, to respond to MsW***s comment about advertising; were not sure what web site she was enrolled upon, or was visiting, but since we cannot locate any account she currently has or has ever had with us, we must conclude she was NOT viewing our web site nor enrolled in it; rather she was viewing the advertising or on a web site of another merchant.About our services, our marketing and our offer to customers is clear, unambiguous, and in plain and easy to read languageIt is: for enrolling in a trial of credit report monitoring, customers are eligible to receive a complimentary (single) credit scoreWe provide a free (single) score to acquaint people with their credit history and get them interested in and more engaged in the services we provide: credit report monitoring and credit score tracking.We do not market (nor does our web site present in any way) that we offer (for free) all three scores from all three credit bureaus (see attached screen shot).Customers who would like to purchase an upgraded credit report with all reports and all scores are offered that product on the website or during enrollment - for purchase for $34.95; and the purchase is clearly stated as non-refundableSee attached offer page screenshotsThat is a significant savings from comparable products (e.g, www.myfico.com charges $59.90).Back to MsW***’s account not found: We have also we have thoroughly researched our customer database and even researched our historical incomplete enrollments fileIf MsW*** alleges her credit card was charged, we would have found some record of her in our customer database.Sometimes this situation can occur with a current or former customer (or just a site visitor) when the person enrolls in our service under a different name, misspells items, provided a different email address; or the membership was actually under a spouse or child nameIn those rare cases, we need additional information to research deeper to see if we can definitively find a customer or definitively reply to you that we have no record of such person(s).Again, in MsW***’s case, it may be a case of mistaken identity” with another merchant with a similar name.If you would be so kind, please ask MsW*** for the following that may help us find a record of her visit to our web site and any transactions:(1) Membership ID: This number is assigned upon enrollment and is emailed out to the email address that the customer provided us onlineWe have been unable to locate the email address that MsW*** provided in the attached Revdex.com letterSo if MsW*** can check the email account(s) she might have usedOur “from” address would be from [email protected]; ; and if she could also please check her bulk/junk mail folder as well as her inbox(2) The date(s) of the charge(s) she alleges are in question (that can be found on her credit card or bank statement if it was a debit card used)Even the month and year of the charge along with the last digits of the credit/debit card used would help us locate an account.(3) Last digits of the credit or debit card she used.(4) Last of social security number(5) Date of birth (mm/dd/yyyy)(6) Any alternative first and last name, full residence address, phone number or email address Ms.W*** may have used when she allegedly enrolled(7) The IP address of the computer she used to enrollShe can look up her IP address on many sitesincluding www.ipchicken.comWe will make one last attempt (our fourth) to contact MsW*** today but she can also contact us andor send this information to our customer service email address: [email protected] or she can call us toll free at ###-###-####As much of or all the above that she is comfortable providing would allow us to complete a definitive search for any record of her in our systems and if we find one, address her concerns promptly.We appreciate your letter and all feedback we receive from customersWe promptly research any issues brought to our attention; however in this case we cannot move forward to help unless we get additional information from MsW***Please let us know if you have any further questionsSincerely,The MyFreeScore Customer Support Team
Thank you for bringing to our attention the concern(s) submitted to your office by one of our former customers: Mr. [redacted] C[redacted]We have reviewed Mr. C[redacted]’s case. The facts we have gathered and have attached to this letter completely contradict Mr. C[redacted]' assertions in his letter to the Revdex.com. We...
have attached supporting documentation refuting each of his allegations.That said, we are very sorry to learn that Mr. C[redacted] was not satisfied with the services that he enrolled and ordered on July 1 and that he used. The attached documentation will show that he affirmatively consented and agreed to the terms and conditions, Offer Details, and refund policy so he was correctly billed for the services he signed up for and received. He was treated fairly by our customer service agents. In fact, he was granted an exception to our refund policy that we believe was fair and reasonable when he contacted us to cancel his account on August 26 -- which was nearly 2 months into his membership.However, as a courtesy and in the interest of goodwill, we have taken the following actions. Documentation is attached.(1) Mr. C[redacted] was issued three (3) goodwill courtesy refunds totaling $60.90. See attached refundreceipts and the emails sent to Mr. C[redacted] notifying him of the refunds.(2) Mr. C[redacted]’s account was canceled August 26, 2015. There will be no further billings. Seeattached email sent to Mr. C[redacted] notifying him of the cancellation(3) We have issued Mr. C[redacted] a $50 restaurant dining certificate as a goodwill gesture and for anyinconvenience he may have experienced. See attached email.(4) Our President/CEO has placed a call to Mr. C[redacted] to let him know about the actions we havetaken above, to confirm he has received them, and to check with him that the issue has been settled to his satisfaction. However, to address the allegations in his letter, we have attached the following information:(1) Screen shots are attached showing the specific web pages and enrollment form and Welcome Email that Mr. C[redacted] completed when he enrolled in a trial of credit monitoring on our site on July 1. After the trial expired, he was automatically and correctly billed on July 13. He did not call us to cancel so he was billed again for the second month of membership on August 13.(2) Welcome Email. A Welcome Email was to Mr. C[redacted] that re-iterated the Offer Details and terms ofthe trial that Mr. C[redacted] agreed to. They included when the trial expired and how to cancel.(3) User Activity Log. This report shows that Mr. C[redacted] was delivered his credit report and that heviewed it.(4) Monitoring Services. Mr. C[redacted] also received the credit report monitoring services that he enrolled in. See attached log of the actual credit report monitoring alerts and credit score tracker that were sent to Mr C[redacted].The terms of our trial are clear, prominent and conspicuously displayed on our web site and there is a mandatory check box the customer must select in order to submit their order that documents they have consented to the terms of the offer. The terms of the offer (“Offer Details”) and a link to our terms and conditions and refund policy are clearly and prominently displayed directly adjacent to the mandatory check box.Offer Details: By submitting your secure order you will be immediately charged a $1.00 non-refundable fee for your credit report, be eligible to receive your free credit score, and begin your 7 day trial membership in MyFreeScoreMow credit monitoring. At the end of the 7-day trial period, you agree that your credit/debit card will automatically be charged $29.95 on a monthly basis unless and until you call ###-###-#### to cancel your membership.We appreciate your letter and all feedback we receive from customers. We promptly research any issues brought to our attention and work every day increase our customers’ satisfaction.Please let us know if you have any further questionsSincerely,The MyFreeScore Customer Support Team
Thank you for bringing to our attention the concern(s) submitted to your office by [redacted], who initiated an enrollment in a trial of credit reporting monitoring on our web site recently (at www.myfreescorenow.com). However, Mr. E[redacted] chose not to complete the final page of enrollment and...
thus a score could not be deliveredOur CEO spoke to Mr. E[redacted] today. His main concern was eliminating information that he had freely provided on our web site that we use for the purpose of trial membership enrollment, for the delivery of his credit score to him, and for the provision of ongoing credit monitoring and other Services - should Mr. E[redacted] have completed his enrollment. The screen shots of the enrollment process he went thru on our web site are attached. He did not receive his score because he did not complete all the steps which include providing a credit card to establish his trial membership.Per his request, we indicated our intent is to purge what information we can related to the transaction he initiated; i.e., the information he submitted in order to enroll in the trial of credit report monitoring and to obtain his complimentary credit score.The information that is our intent to purge is the SSH, date of birth, and telephone number.We explained that we have already added his email address to our Unsubscribe list/Opt-Out file. However, a record of his visit and that he provided such information as his email address and record of his receipt and acceptance of our terms and conditions is necessary for us to maintain for recording keeping and compliance. Again, please refer to the actual screens Mr. E[redacted] completed online including actions he took on the site accepting our Terms.There was also a question about our Company and what we do vs. the three (3) credit bureaus. We explained our services and information about our Company and what we provide is all clearly and conspicuously displayed throughout the web site on every page.Accordingly, we don’t believe there would be reason for confusion between our web site and the three (3) credit bureaus. Our company is authorized by one of the bureaus to provide such information services to consumers, our web site is PCI compliant and also certified by Symantec (Norton security Seal) as Secure,We use the marks and logos of the credit bureaus simply to signify we can provide products and services from all three (3) credit bureaus. Similar to how major brands and manufacturers allow theirdistributors and retailers to use their trademarks and logos.So if Mr. E[redacted] reviews the web pages that he enrolled upon, in no way do we believe our web site would be mistaken for one of the credit bureaus.Also Mr. E[redacted] cited in his letter recent experience with placing alerts on this own credit report (outside of his transaction with our web site), so we believe he is a very educated consumer as it relatesto credit information and he was well aware that he was not on the web site of one of the credit bureaus.We offer services on a paid subscription basis and that fact is clearly and conspicuously displayed throughout the web site.That said, we expressed our apologies for his experience and our intent, consistent with our compliance and record keeping requirements, to honor his request.We appreciate your letter and all feedback we receive from customers. We promptly research any issues brought to our attention and work every day increase our customers’ satisfaction.Please let us know if you have any further questionsSincerely,The MyFreeScore Customer Support Team
Thank you for bringing to our attention the concern(s) submitted to your office by one of our former customers: Ms. Angela Mc[redacted]Although the facts we’ve uncovered contradict the assertions made in Ms. Mc[redacted]’s letter to theRevdex.com, we have taken the following actions in the interest of customer...
goodwill and as a courtesy to Ms. Mc[redacted]:(1) Ms. Mc[redacted] was issued three (3) goodwill courtesy refund(s) totaling $65.90 on September 3, 2015. See attached refund receipts. These refunds receipts were also emailed to Ms. Mc[redacted] at the email address she provided.(2) Ms.Mc[redacted]’s account was canceled September 3, 2015. There will be no further billings.See attached email sent to Ms. A[redacted] notifying her of the cancellationMs. Mc[redacted] alleges she was not aware that she entered into a trial of credit monitoring and further that she was unaware that if she did not call us to cancel, that she would be automatically charged unless, and until she contacted us. Ms Mc[redacted] enrolled our the web site on August 17, 2015 and during the enrollment was fully informed of- and she agreed - to the terms that her trial ending on August 24, 2015.The screens shots and emails attached contradict the assertions Ms. Mc[redacted] made. We have recorded that she gave her permission to bill her card twice, she is documented as having ordered and used the services, and she did not contact us prior to the trial period ending on August 24. Ms. Mc[redacted] also alleges that she wasn’t aware that an optional upgraded 3-bureau/3-credit score report that she ordered online - that was clearly marked with a $34.95 price (it also stated that the fee was non-refundable when she ordered this product). The web site activity log we maintain showing user activity shows Ms. Mc[redacted]’s actions on the site, and it documents that she not only ordered the product, but also viewed the services she purchased.See attached documentation and screenshots that Ms. Mc[redacted] went thru as she enrolled in the free trial, and also the clear and prominent disclosures and information that she was presented when shepurchased an optional, non-refundable fee-based product.We appreciate your letter and all feedback we receive from customers. We promptly research any issues brought to our attention and work every day increase our customers’ satisfaction.In this case, although Ms. Mc[redacted] allegations are false, we still want to do what we can to settle the matter to her satisfaction.Please let us know if you have any further questionsSincerely,The MyFreeScore Customer Support Team
We expressed our apologies for fo rher experience with her recent order of a credit report on January 13, 2016. We explained on that day she ordered there were some technical issues with delivering her report caused by one of the credit bureaus. We explained that a refund was issued to the...
credit or debit card we had on file for Ms. L[redacted] on Feb 8th. (See attached receipt documentation and the email sent to Ms. L[redacted] on Feb 4th). The technical issue she experienced on that day has now been fixed.Our CEO also noticed that a $1.00 charge was not yet refunded, so that was refunded yesterday (refund receipt attached). We explained there were no more charges other than those two (2), totaling $35.95. We suggested that she look at her account again and see if those other charges she believes were there or were in fact just “authorizations”, which can appear to be charges, but they are not and they disappear after a few days after the actual charges are settled. She indicated she would look when she had access to a computer. We offered to assist in any way we can still sees them. But to our knowledge, all charges have been fully refunded.We appreciate your letter and all feedback we receive from customers. We promptly research any issues brought to our attention and work every day increase our customers’ satisfaction. Please let us know if you have any further questions.Sincerely,The MyFreeScore Customer Support Team
Thank you for bringing to our attention the concern(s) submitted to your office by one of our former customers: Mr. [redacted] W[redacted].Although the facts we have attached to this letter contradict all the allegations made by Mr. W[redacted], we have already taken the following actions as a courtesy to Mr. W[redacted]...
and in the interest of customer goodwill.We have taken the following actions:(1) Mr. W[redacted] was issued goodwill courtesy refund(s) for both $29.95 and for S1.00 charged to his credit card. See attached refund receipt(s) and an email sent to Mr. W[redacted] notifying him of the refund(s).(2) Mr. W[redacted]'s account was canceled October 13, 2015. There will be no further billings. Seeattached email sent to Mr. W[redacted] notifying him of the cancellation,For the record, we have attached documentation that Mr. W[redacted] was presented online and/or that was delivered to him via email about our trial offer in credit monitoring and about the product and services he would receive by enrolling. These are clearly and unambiguously displayed at the beginning and throughout the enrollment process including on the checkout pages and in the Welcome Email he was sent after his enrollment (attached).Mr. W[redacted] did in fact enroll in a trial of credit monitoring on September 23, 2015. As he acknowledges in his letter, he was correctly billed $1.00 on September 23 but because he did not call us to cancel, to let us know he did not wish to continue his services, he was correctly billed $29.95 after the trial period expired. Mr. W[redacted] did not call us to cancel until October 13, which was nearly 2 weeks after the trial period expired. If he had contacted us in advance of billing as he agreed to during his enrollment, he would not have been billed the first monthly membership fee.Mr. W[redacted] was presented with a very clear and specific offer on our web site. As incentive to enroll in the trial, he received a free (singular) credit score.After Mr. W[redacted] completed his enrollment, he was presented with an offer of an upgraded, optional 3bureau/3-score credit report for a immediate fee of $19.95. Other credit sites, such as MyFico.com, charge up to $59.90 for comparable product, so Mr. W[redacted] was offered a very good value on an upgraded, fee-based product.Mr W[redacted] also gave his affirmative permission and consent to monthly automatic billing of amembership fee to his credit/debit card - unless and until he called to cancel at 1-###-###–####. It was required that Mr W[redacted] check a mandatory box during the final step of online enrollment to show that he had read and consented to automatic billing of his credit/debit card and agreed to the cancellation policy.Our Systems also show that he logged into his account and received the services that he enrolled in and used/viewed them online.We apologize for any misunderstanding and inconvenience Mr. W[redacted] alleges to have experienced; however, if he reviews again the attached materials, he’ll see we go to great lengths to be transparent with our customers about our trial offer contains, and what our ongoing membership Services are and what is an optional, fee-based product. We make it easy for our customers to enroll, use and cancel their memberships.We appreciate your letter and all feedback we receive from customers. We promptly research any issues brought to our attention and work every day increase our customers' satisfaction.Please let us know if you have any further questionsSincerely,The MyFreeScore Customer Support Team