Mr [redacted] 's call on May 9th was reviewed and he was informed of the renewal date via the call & emailIt was also disclosed to Mr [redacted] that he would need to call 2-days before 6/20/to cancel if he changed his mind See attached letter for complete details
In response to the customer’s complaint of recurring billing & not providing phone numbers: When a customer signs up for a trial they choose either a monthly or annual billing optionThey must also check a box on the order form that explains the billing will automatically begin if the account is not cancelled before the end of the trial periodThe phone number to contact us is listed several times on the order formsThe toll-free phone number is also listed at the top of our websiteIf you are logged into the program the phone numbers can be found in various locationsThe customer stated the phone number was not provided yet as soon as his card was charged he called to cancel the accountIn response to the customer’s complaint of charging an unauthorized card & changing the information: Our e-com system is not tied to our Enterprise system and therefore we had no way of knowing this customer changed or deleted his credit card number from our e-com siteIt is still housed in our Enterprise system and unless he called to cancel before his Auto-Renewal was to take place, we would have no way of knowing he didn’t want to continue his subscriptionI have reviewed this customer’s accountThe customer first purchased a trial on 1/26/On 3/1/16, the trial conversion date, the payment came back as a bad ccAfter several failed payment attempts the account was cancelled 3/3/On 9/14/16, the customer purchased another trialThat trial converted to auto billing on 12/23/The customer had regular monthly billings from 12/23/to 8/20/for that subscriptionOn 9/19/the automatic payment again failed due to a bad ccOn 10/18/the account was cancelled due to a bad cc over daysOn 1/2/the customer again purchased a new trialOn 3/13/that trial converted to the monthly auto billingOn 4/13/the 2nd regular billing occurredThe customer called on 4/13/to cancel services, but made no attempts to contact us prior to the billingsIn our Subscriber policy, that the customer must read & agree to before downloading the software, it clearly states no refunds on monthly subscriptions cancelled after the billing dateWe allow access to the services after cancellation for the entire monthly period billedWe do offer partial refunds to our annual subscribers based on date of cancellationIf this customer believes our company to not be reputable why would he continuously come back & purchase trials to our servicesDespite the policies provided to the customer on more than occasion, in a show of good faith we are making an exception this time and have processed a refund on 4/16/in the amount of $This decision was based on the customer calling to cancel on the same day of billing
(Revdex.com copied from original document)Revdex.com Complaint [redacted] Customer Name: Mr [redacted] ***Mr [redacted] first purchased one of our subscription services on 4/8/The first purchase was our End of Day 5-week Trial with monthly conversionOn 4/27/16, Mr [redacted] received an offer to extend the trial by 30-daysHe accepted this offer & switched to our Intraday subscriptionThe extended trial period was set to convert to billing on 6/13/Mr [redacted] contacted us to cancel the trial on 6/3/before the billing conversion occurredMr [redacted] then started a new IntraDay 30-day trial on 6/15/That trial converted on 7/15/& Mr [redacted] downgraded to the Express services @ $39/monthMr [redacted] had a monthly charge for Express on 7/15/& 8/14/On 8/16/the Express subscription was cancelledOn 9/15/17, Mr [redacted] returned as a customer and purchased our End of Day 5-week trial with monthly conversionMr [redacted] requested an extension to the trial at time of purchase stating he was going on a 4-day vacationThe trial should have converted to billing on 10/20/but the extension was given to Mr [redacted] and he was told the conversion date would be 10/30/Mr [redacted] was billed for the End of Day monthly subscription fee of $on 10/30/and contacted us on 11/6/to cancel the servicesWe record usage history but we don’t monitor itOur customers have the freedom to log in as often or little as they want during a billing periodIf Mr [redacted] was unable to use the services why did he not cancel prior to the trial period ending as he has done in the past? As far as Mr [redacted] receiving a copy of the refund policy, every customer must acknowledge & read (or scroll through) the Subscriber Agreement and type in the words “I Agree” in the appropriate spot before the software can be downloadedOur termination & refund policy clearly states in the Agreement that there are no refunds on monthly subscriptionsThe customer receives access to the services until the end of the current billing period after cancellationMr [redacted] cancelled on 11/6/but had access to use the services until 11/29/As stated above, Mr [redacted] has had services with several free extended periods of time added to trials & cancelled services with no issues in the pastMr [redacted] was given days with his last trialIf he was unable to use the services for any reason that is when he should have contacted usHe was aware of trial conversions & billingWe normally offer free days with training to learn the program in lieu of a refund on monthly subscriptionsUnfortunately, on 11/15/Mr [redacted] filed a chargeback with his credit card company & we don’t even consider the possibility of a refund during the chargeback process
Mr [redacted] 's call on May 9th was reviewed and he was informed of the renewal date via the call & emailIt was also disclosed to Mr [redacted] that he would need to call 2-days before 6/20/to cancel if he changed his mind See attached letter for complete details
In response to the customer’s complaint of recurring billing & not providing phone numbers: When a customer signs up for a trial they choose either a monthly or annual billing optionThey must also check a box on the order form that explains the billing will automatically begin if the account is not cancelled before the end of the trial periodThe phone number to contact us is listed several times on the order formsThe toll-free phone number is also listed at the top of our websiteIf you are logged into the program the phone numbers can be found in various locationsThe customer stated the phone number was not provided yet as soon as his card was charged he called to cancel the accountIn response to the customer’s complaint of charging an unauthorized card & changing the information: Our e-com system is not tied to our Enterprise system and therefore we had no way of knowing this customer changed or deleted his credit card number from our e-com siteIt is still housed in our Enterprise system and unless he called to cancel before his Auto-Renewal was to take place, we would have no way of knowing he didn’t want to continue his subscriptionI have reviewed this customer’s accountThe customer first purchased a trial on 1/26/On 3/1/16, the trial conversion date, the payment came back as a bad ccAfter several failed payment attempts the account was cancelled 3/3/On 9/14/16, the customer purchased another trialThat trial converted to auto billing on 12/23/The customer had regular monthly billings from 12/23/to 8/20/for that subscriptionOn 9/19/the automatic payment again failed due to a bad ccOn 10/18/the account was cancelled due to a bad cc over daysOn 1/2/the customer again purchased a new trialOn 3/13/that trial converted to the monthly auto billingOn 4/13/the 2nd regular billing occurredThe customer called on 4/13/to cancel services, but made no attempts to contact us prior to the billingsIn our Subscriber policy, that the customer must read & agree to before downloading the software, it clearly states no refunds on monthly subscriptions cancelled after the billing dateWe allow access to the services after cancellation for the entire monthly period billedWe do offer partial refunds to our annual subscribers based on date of cancellationIf this customer believes our company to not be reputable why would he continuously come back & purchase trials to our servicesDespite the policies provided to the customer on more than occasion, in a show of good faith we are making an exception this time and have processed a refund on 4/16/in the amount of $This decision was based on the customer calling to cancel on the same day of billing
(Revdex.com copied from original document)Revdex.com Complaint [redacted] Customer Name: Mr [redacted] ***Mr [redacted] first purchased one of our subscription services on 4/8/The first purchase was our End of Day 5-week Trial with monthly conversionOn 4/27/16, Mr [redacted] received an offer to extend the trial by 30-daysHe accepted this offer & switched to our Intraday subscriptionThe extended trial period was set to convert to billing on 6/13/Mr [redacted] contacted us to cancel the trial on 6/3/before the billing conversion occurredMr [redacted] then started a new IntraDay 30-day trial on 6/15/That trial converted on 7/15/& Mr [redacted] downgraded to the Express services @ $39/monthMr [redacted] had a monthly charge for Express on 7/15/& 8/14/On 8/16/the Express subscription was cancelledOn 9/15/17, Mr [redacted] returned as a customer and purchased our End of Day 5-week trial with monthly conversionMr [redacted] requested an extension to the trial at time of purchase stating he was going on a 4-day vacationThe trial should have converted to billing on 10/20/but the extension was given to Mr [redacted] and he was told the conversion date would be 10/30/Mr [redacted] was billed for the End of Day monthly subscription fee of $on 10/30/and contacted us on 11/6/to cancel the servicesWe record usage history but we don’t monitor itOur customers have the freedom to log in as often or little as they want during a billing periodIf Mr [redacted] was unable to use the services why did he not cancel prior to the trial period ending as he has done in the past? As far as Mr [redacted] receiving a copy of the refund policy, every customer must acknowledge & read (or scroll through) the Subscriber Agreement and type in the words “I Agree” in the appropriate spot before the software can be downloadedOur termination & refund policy clearly states in the Agreement that there are no refunds on monthly subscriptionsThe customer receives access to the services until the end of the current billing period after cancellationMr [redacted] cancelled on 11/6/but had access to use the services until 11/29/As stated above, Mr [redacted] has had services with several free extended periods of time added to trials & cancelled services with no issues in the pastMr [redacted] was given days with his last trialIf he was unable to use the services for any reason that is when he should have contacted usHe was aware of trial conversions & billingWe normally offer free days with training to learn the program in lieu of a refund on monthly subscriptionsUnfortunately, on 11/15/Mr [redacted] filed a chargeback with his credit card company & we don’t even consider the possibility of a refund during the chargeback process