5LINX

[redacted] signed and submitted the 5LINX® Independent Representative Application and Agreement form online on December 5, Ms [redacted] was required to agree to the 5LINX® Terms and Conditions as well as the cancellation policy prior to submission of the application The cancellation policy states that the Representative can cancel their transaction for any reason within business days for a full refund of their initial investment Per our records Ms [redacted] elected to purchase Platinum Services This is a monthly auto renewed service billed at $per month While the above cancellation policy applies to this product as well, the representative can also cancel at any time However, this cancellation requires days advance notice to ensure no further billing Additionally, Ms [redacted] elected to purchase a monthly subscription of our HiWellness Challenge KitThis product is also a monthly auto renewed servicePer policy, product(s) can be returned for a refund if they are returned to 5LINX within days of receipt of shipmentReturned product(s) must be unused, unopened and in resalable condition Upon completion of the 5LINX representative application and enrollment, every new representative, is instantly sent a welcome email to the address provided to 5LINXThis email contains the new representative’s identification number, username and password, and other information essential to a representative starting their business immediately upon sign-upThis information allows representatives to log in to their back office, otherwise known as “Virtual Office”Within the Virtual Office representatives can find any and all of the necessary documents, trainings, and product information they need to run their 5LINX businessThe welcome email, as well as the Virtual Office, contains any and all pertinent company contact information in order for our Representatives to communicate with 5LINX Corporate As indicated in the complaint, Ms [redacted] suggests that her HiWellness Challenge Kit had auto renewed, and that she was not made aware that she would be billed each monthContrary to Ms [redacted] ’s assumption, apart from her initial payment for the HiWellness Challenge Kit, she was never again billed for this service Upon closer inspection, the monthly charge of $that Ms [redacted] experienced was that of her Platinum ServicesBecause these services were elected, and there was no request to cancel the services, the charges first purchased on December 5, auto renewed in both January and February In speaking with Ms [redacted] regarding her complaint, regardless of the type of service, she attests that she was never made aware of reoccurring chargesIn an effort to resolve this complaint, 5LINX reached out to the enrolling Representative named in the complaintContrary to Ms [redacted] ’s statements, the enrolling Representative indicates that she was in fact made aware of the Platinum services monthly chargeThe enrolling Representative has provided a Representative Application and Agreement, showing the selection of monthly auto-renewed Platinum Services, signed by Ms [redacted] This document has been attached Upon review, 5LINX sympathizes with Ms [redacted] ; however the changes to his Platinum Services were elected by herGiven the fact that 5LINX has been provided a signed application and that there were no communications with 5LINX to cancel the Platinum Services between Ms [redacted] ’s siin December and her February 27, complaint, 5LINX is unable to offer any refunds In communications with Ms [redacted] , she has indicated that she wishes to cancel her 5LINX Representative MembershipThis request has been accomplished and Ms [redacted] ’s Platinum Services and HiWellness Subscription will not be charged further Should you require any additional information or documentation, please do not hesitate to contact me Cordially, [redacted] Field Operations

[redacted] signed and submitted the 5LINX® Independent Representative Application and Agreement form online on December 19, Mr [redacted] was required to agree to the 5LINX terms and conditions as well as the cancellation policy prior to submission of the application The cancellation policy states that the Representative can cancel their transaction for any reason within business days for a full refund of their initial investment On January 14, 2015, Mr [redacted] also ordered our [redacted] CoffeeHe purchased a single 12oz bag on a monthly auto ship programWhen purchasing the product Mr [redacted] agreed to the terms and conditions as well as the cancellation policyThis policy states that a customer may cancel within days from the order Purchase dateAll products must be returned unused, unopened and in resalable conditionRefunds will be issued, once the items have been received and clear the inspection processThis information is presented to all customers at time of order as well as being found on www[redacted] .com Mr***’s complaint details issues he experienced with a promotion of free shipping on his [redacted] monthly auto shipOur investigation has revealed that in February Mr [redacted] received an email with a promotional message indicating that his shipping charge for his March [redacted] coffee order would be freeMr [redacted] received his March coffee, but contrary to the promotion, was charged $ for shippingAfter further review, it was determined that Mr***’s April shipment did not arrive on time as expected however he was charged for it On May 5, our Call Center Agent spoke with Mr***We advised Mr [redacted] that we would be refunding the March shipping charges of $ 5LINX will reship Mr [redacted] his April coffee orderIn an effort to resolve 5LINX has also refunded Mr***’s April’s shipping charge of $Our Call Center Agent stated that Mr [redacted] was satisfied with this resolution Mr [redacted] should receive the refund(s) in his in roughly 3-business days, depending on his financial institutionWe apologize for any inconvenience this has caused Mr*** Should you require any additional information or documentation, please do not hesitate to contact me Cordially, Matthew F Field Operations

Per our records, [redacted] signed and submitted the 5LINX® Independent Representative Application and Agreement form online on December 26, Ms [redacted] was required to agree to the 5LINX® Terms and Conditions as well as the cancellation policy prior to submission of the application The cancellation policy states that the Representative can cancel their transaction for any reason within business days for a full refund of their initial investment Additionally, Ms [redacted] elected to purchase Platinum ServiceThis is a monthly auto renewed service billed at $per monthPlatinum Services provide our Representatives with access to their personal website as well as business reports found on their Virtual Office While the above cancellation policy applies to this product as well, the representative can also cancel at any time after the first business days However, this cancellation requires days advance notice Ms [redacted] ’s complaint states that she never signed a “legal agreement”When asked how she was introduced to 5LINX®, Ms [redacted] states that she was signed up, without her authorization, by her son [redacted] Mr [redacted] is currently the sponsor of Ms [redacted] ’s Representative account In Ms [redacted] ’s compliant, she also describes being advised by another 5LINX® Independent Marketing Representative to place her personal credit card on file for her Platinum ServicesBased on our conversation with Ms [redacted] , this was due to the Independent Marketing Representative wishing to remove her own personal credit card from Ms [redacted] s accountUnfortunately, Ms [redacted] was incorrectly advised, as the Virtual Office currently offers no option to change a card on fileOn January 18, 2015, Ms [redacted] states that she logged in to her 5LINX® Virtual OfficeAt that time, Ms [redacted] actually processed a new payment for Platinum ServicesThe system then automatically adds unused days of the monthly service and pro-rates the end billing cycle of the next auto-renew date Per account notations, Ms [redacted] emailed her formal cancellation to the 5LINX® Representative Services Department on January 26, The request was processed at that timeA cancellation of a Representatives account does not initiate a refund of services purchased prior to the cancellationThere is no record of another communication from Ms [redacted] requesting a refund of her January 18, Platinum Services charge Upon review, 5LINX® sympathizes with Ms [redacted] however the changes to his Platinum Services were elected by herHowever, we do find that Ms [redacted] ’s last Platinum Service charge, on January 18, 2015, occurred roughly ten (10) days prior to her cancellation on January 26, As a courtesy, we can offer the refund of the final Platinum Services charge of $ 5LINX® has sent a refund request to our Finance Department and Ms [redacted] should receive the refund in her account roughly 3-business days after processing, depending on her financial institution Should you require any additional information or documentation, please do not hesitate to contact me Cordially, [redacted] Field Operations

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below This company states their policy is that Platinum Services is an automatic monthly renewal serviceThis company did not adhere to their own policiesBecause they want to take money that does not belong to them In my case Platinum Services was charged on January 6, which was an automatic renewal on February 6, I was charged for Platinum Services on January 18, making a payment twice in the same monthAccording to their policies this service is a monthly fee and not a twice a month feeThis company is a rip off and they cannot justify charging me for the same service twice in the same monthThey stole my moneyThere is nothing they can say or justify charging me twice in the same month for the same serviceAccording to their policies I was due to pay a Platinum Service Fee on February 6, Policies only apply when it is in their favorThey owe me $ If they want their Representatives to adhere to policies; they should to It is written Platinum Services is an automatic monthly renewal fee and my fee was due until February 6, They overcharged me Regards, [redacted]

5LINX Enterprises, Incis a direct sales company that distributes its products and services through a network of dedicated independent marketing representatives Our representatives provide our customers with the latest in products and services such as; Health products, cellular service, business services, identity protection, satellite TV service, Energy services and many moreWe are able to offer these products and services as a third party reseller of several affiliated vendorsEach 5LINX Independent Representative is able to promote their business through a provided personal websiteThe Representatives and their customers are able view the entire marketplace of products and services made available through 5LINXShould a customer select a certain service, they are redirected to that product specific landing pageShould they chose, the customer may enroll themselves via the respective products order pageOnce agreed by the customer, they are bound by that respective product or services terms and conditions or applicable contract made apparent on each site Per Ms [redacted] ’s complaint, she became a 5LINX representative on March 14, On this same day Ms [redacted] also elected to purchase the 5LINX Energy CertificationThis certification training allows our representatives to market the 5LINX energy productIt is a requirement and our policy to have all representatives who intend on marketing the 5LINX energy product, to take and pass the certification training and exam questionsWithin this certification training, the representative is advised and educated on the energy product details, policies and the proper way of marketingMs [redacted] stated in her complaint that 5LINX “were supposed to save me money”It is the long standing policy of the 5LINX Energy program to train our representatives that guarantees on savings should never be made, as rates are subject to change During Ms [redacted] ’s enrollment process, she was provided with an opportunity to review and print out her contractual agreementIn order for her services to have been switched over, Ms [redacted] would have had to agree to the terms and conditions of that contract with her selected energy supplierMs [redacted] admits to signing up for a variable rate plan with ***&*An energy variable rate plan has the potential of increasing or decreasing a customer’s energy bill and it is based on the customer’s usage Upon review of the situation, 5LINX empathizes with Ms [redacted] and wish that we were able to better assist herIn short, Ms [redacted] has purchased a product plan through [redacted] Gas and Electric and her billing disputes should be directed with them Should you require any additional information or documentation, please do not hesitate to contact me Cordially, [redacted] Field Operations

[redacted] signed and submitted the 5LINX® Independent Representative Application and Agreement form online on August 16, Ms [redacted] was required to agree to the 5LINX terms and conditions as well as the cancellation policy prior to submission of the application The cancellation policy states that the Representative can cancel their transaction for any reason within business days for a full refund of their initial investment Additionally, Ms [redacted] elected to purchase Platinum ServicesThis is a monthly auto renewed service billed at $per monthWhile the above cancellation policy applies to this product as well, the representative can also cancel at any time after the first business daysHowever, this cancellation requires advance notice to ensure the next billing cycle has not yet charged Ms [redacted] also ordered [redacted] Kit monthly subscription from 5LINX® on August 16, When purchasing the product Ms [redacted] agreed to the terms and conditions as well as the cancellation policyThis policy states that a customer may cancel within days from the order Purchase dateAll products must be returned unused, unopened and in resalable conditionRefunds will be issued, once product has been received and has cleared the inspection processThis information is presented to all customers at time of order and is found on www[redacted] .com The following week, on August 21, 2014, Ms [redacted] elected to purchase her 5LINX Energy Certification TrainingBy doing so and completing the training, 5LINX Representatives are then able to market energy services to their customers This certification is a onetime fee of $ On September 11, Ms [redacted] ’ [redacted] Kit monthly subscription auto renewedPer account notations, Ms [redacted] first contacted our Customer Service Department on this dayDuring that call, she specified she wished to stop the shipment of her [redacted] Kit monthly subscriptionMs [redacted] ’ [redacted] Kit had already shipped therefore our Agent was only able to close the account at that timeMs [redacted] was advised of the above policy and that the shipment would need to be refused or sent back to 5LINX unused, unopened, and in resalable condition in order for 5LINX to refundThis policy exists because 5LINX is unable to refund for a product if it is out of our possession and/or not resalable On September 11, Ms [redacted] also formally cancelled her 5LINX Representative accountThis request was made roughly business days after her sign-up Upon review of this complaint, all related policies were declared at sifor said products and servicesMs [redacted] called regarding her Hisubscription and 5LINX worked with our Warehouse Depart to locate the original shipments tracking informationThese tracking numbers were provided to Ms [redacted] so that she may reject the package or send back to 5LINXUpon receipt of the unused, unopened, resalable condition items, 5LINX will initiate a refund for the cost With regards to Ms [redacted] ’ Representative related charges; while the request was made after the business day refund policy, 5LINX will submit a request to refund the $Representative Sign-up, $Platinum service charge, and the $Energy Certification Program at this timeMs [redacted] should receive the refund to the credit card used for the service in roughly 3-business days after processing, depending on her financial institution Should you require any additional information or documentation, please do not hesitate to contact me Cordially, [redacted] Field Operations

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this matter was written very well, but my commission still has not been paid and will never be paidThe details were left out when signing this merchant up Regards, [redacted] ***

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

[redacted] ordered a 5LINX® [redacted] Tablet from an Independent Marketing Representative on July 7, At time of order [redacted] selected to purchase a yearly Equipment Replacement Plan (ERP)This is a fee that, unless cancelled, auto renews on a yearly basisThe ERP assures that if any issues occur with the product, the customer is covered for repair or replacement When purchasing the product, [redacted] also agreed to the terms and conditions as well as the cancellation policyIt should be noted that the 5LINX® [redacted] Tablet is no longer offered for sale by 5LINX® As indicated in [redacted] ***’s complaint, when calling our Customer Care Associate, they were advised that a refund of the yearly ERP could not be offered because their request to cancel was made nineteen (19) days after it was charged Upon review of the situation, 5LINX empathizes with [redacted] ***At the very least, a proration of their ERP could have been offeredWe have remedied this situation in the call centerWe have submitted a refund request to our Finance Department for the full ERP charge of $*** [redacted] should receive the refund in their account roughly 3-business days after processing, depending on their financial institution We apologize for any inconvenience this may have caused [redacted] ***Should you require any additional information or documentation, please do not hesitate to contact me Cordially, [redacted] Field Operations

On December 25, 2014, [redacted] visited the personal website of a 5LINX® Representative [redacted] Ms [redacted] elected to purchase a HiBoost productFrom the website, the user is able to select between three options; a HiBoost monthly subscription, a HiBoost month subscription, or simply a HiBoost one-time shipment Per order records, Ms [redacted] selected and authorized a HiBoost monthly subscription When purchasing the product, Ms [redacted] agreed to the terms and conditions as well as the cancellation policyThis policy states that a customer may cancel within days from the order Purchase dateReturns for refund must be initiated and product returned to 5LINX Enterprises, Inc within days of receipt of shipmentAll products must be returned unused, unopened and in resalable conditionRefunds will be issued, once product has been received and has cleared the inspection processThis information is presented to all customers at time of order and is found on www[redacted] .com Ms [redacted] ’s complaint is in regards to the second billing cycle charged and shipped on January 20, Ms [redacted] first called in the following day, on January 21, Ms [redacted] was advised that the subscription would be closed at that time; however the product had already shipped out the previous dayMs [redacted] was instruction to return the item once received and that per policy, it must be returned unused, unopened and in resalable condition in order to initiate a refund Per account notations, the product was finally received on February, 17, Regrettably, there appears to have been a delay in the inspection processUpon a cleared inspection, the process would have then initiated the refund within days after 5LINX® receipt the product On March 10, 2015, Ms [redacted] contacted 5LINX® and a formal case was opened to determine the lapseOn March 13, the supervisor assigned to the case was able to determine that the product was received unused, unopened and in resalable condition, and could in fact be refundedAs indicated in the 5LINX® Wellness “Returns and Refund Policy”, “Refunds will be issued, minus shipping and handling, once the product has been received by 5LINX Enterprises, Incand has cleared the inspection process.” 5LINX® processed the refund for $at that time, this represents the $ charge, minus the cost of shipping and handling Upon review of this complaint, Ms [redacted] attests that she intended on ordering HiBoost one-time, however we are unable to confirm as the monthly subscription was in fact chosenAt sign-up, all related policies were declared for said productWhile 5LINX eventually refunded Ms [redacted] , given our error in process and subsequent delay, we have requested that the shipping and handling cost of $be refunded in addition to the product costMs [redacted] should see this amount in her account in roughly 3-business days, depending on her financial institutionWe apologize for any inconvenience we may have caused Ms [redacted] Should you require any additional information or documentation, please do not hesitate to contact me Cordially, [redacted] Field Operations

5LINX Enterprises, Incis a direct sales company that distributes its products and services through a network of dedicated independent marketing representativesOur representatives provide our customers with the latest in a wide range of products and servicesWhile some are proprietary, we are able to offer a portion of the products and services as a third party reseller through partnerships with several affiliated vendorsThe complaint received by Representative [redacted] is in regards to her Payment Solutions/Merchant Services customer “ [redacted] ***.”Merchant Services is a commercial payment processing service offering customersThe affiliated Merchant Services vendor responsible for the service is [redacted] (https://www.***.org)Any and all residual compensation paid to the selling Representative through 5LINX would be dictated by [redacted] based on several factors, such as bankcard volume or payments processed as well as the rates and fees assigned to the customer’s accountBecause of this fact, 5LINX is only able to state in any publishable Compensation plan related documentation that Payments Solutions service residuals “vary”Upon review of the compliant, 5LINX attempted to acquire more detailed information regarding the [redacted] ’s assessment of Ms [redacted] Payment Solutions ProductThe response received from [redacted] was that the customer did not generate enough business in order to initiate a payout [redacted] stated that at sithis customer received a very low monthly rate and fee schedule, thus affecting their tier residual structureMeaning it requires the customer to process more volume in order to initiate a payment to 5LINX and in turn the selling Representative5LINX sympathizes with Ms [redacted] situationOur published information pertaining to potential Payment Solutions compensation must be admittedly vague due to the affiliated Vendors residual structureUnfortunately, should more specific details be required they would need to be answered directly by [redacted] Cordially, Matthew FField Operations

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Thank you for the prompt attention to this matter however; in addition to the startup fees there were also two separate charges for a *** product that were refused and shipped back to the businessThese packages containing the product were never openedCharges for each package were $I am still awaiting a credit in the total amount of $I have included both of the tracking numbers from the business showing that they were sent back to the company and signed forI would like my refund for these productsFirst tracking number is ***, the second tracking number is ***
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I am retracting my complaint
Regards,
*** ***

Per our records, *** *** signed and submitted the 5LINX Independent Representative Application and Agreement form online on March 16, Ms*** was required to agree to the 5LINX Terms and Conditions as well as the cancellation policy prior to submission of the application. The
cancellation policy states that the Representative can cancel their transaction for any reason within business days for a full refund of their initial investmentUpon completion of the 5LINX representative application and enrollment, every new representative, is instantly sent a welcome email to the address provided to 5LINXThis email contains the new representative’s identification number, username and password, and other information essential to a representative starting their business immediately upon sign-upThis information allows representatives to log in to their back office, otherwise known as “Virtual Office”Within the Virtual Office representatives can find any and all of the necessary documents, trainings, and product information they need to run their 5LINX businessThe welcome email, as well as the Virtual Office, contains any and all pertinent company contact information in order for our Representatives to communicate with 5LINX CorporateOn March 28, 2016, Ms*** elected to purchase Platinum Discount Network online directly from her Virtual OfficeThis is declared in print as a monthly auto renewed service billed at $per monthThe Platinum Discount Network service provides our Representatives with access to their personal website, business reports, as well as offering an online savings portal, Credit and Financial Services. While the above cancellation policy applies to this product as well, the representative can also cancel at any time after the first business days. However, this cancellation requires days advance noticeThe records show Ms***’ Platinum Discount Network auto renewed successfully on April 24, and May 24, Per account notations, Ms*** first contacted our Customer Service Department on May 26, Ms*** specified that she wished to cancel Platinum Discount Network; Our Customer Service agent processed Ms***’ request however advised that due to the cancellation policy, 5LINX was unable to offer a refundUpon review of the situation, 5LINX empathizes with Ms***; however we do find that she was presented with proper information, materials, and documentation at siand when the Platinum Discount Network was ordered onlineNevertheless, Ms*** discovered and made 5LINX aware of the issue two days after the chargeGiven this fact, we would agree that the Customer Service Representative could have authorized a refund of the final charge5LINX has sent a refund request to our Finance Department and Ms*** should receive a refund of $in her account roughly 3-business days after processing, depending on her financial institutionAs indicated, the Platinum Discount Network service was cancelled on May 31, and therefore will not be charged furtherIt should be noted that Ms***’ 5LINX Representative account is still activeThe choice was made by Ms*** in order to give her an option to work her 5LINX business should she wish to at a later dateShould Mrs*** wish to cancel her 5LINX Representative account, she would need to speak with a Customer Service Representative by calling ###-###-####Upon our receipt of this complaint 5LINX contacted Ms*** to investigate her claims of being misinformed by a 5LINX Independent RepresentativeWhile the Representatives accounts of the communications exchanged between the two individuals differ, 5LINX coached them regarding the Platinum Discount Network policiesShould you require any additional information or documentation, please do not hesitate to contact meCordially, Matthew FField Operations

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Upon receipt of this compliant, 5LINX reached out to Ms*** on Monday June 15, She explained that her reason for submitting a complaint was not an issue with 5LINX Enterprises, Incdirectly, but in fact her distrust for an individual that she learned was an Upline member to herMs
*** stated she was uncertain if her credit card had been charged without her knowledgeIn an effort to resolve Ms***'s disputed amount, 5LINX reviewed all charges associated with her 5LINX Representative AccountUpon inspection 5LINX communicated the charges displayed on our recordsMs*** asserted that she was in fact aware of each charge incurred and there were no additional unauthorized chargesMs*** confirmed that she had yet to review her credit card billing statement but would5LINX followed up with Ms*** on Wednesday June 17, She then verified that there was no additional unauthorized charges of $or otherwise. Ms*** has since cancelled her Representative account5LINX regrets to find that her experience has been less that satisfyingHad Ms*** contacted our Representative Services Department prior to submitting a complaint, 5LINX could have assured her there were no unauthorized chargesPlease let 5LINX know if there is anything else that can be done. Thank you, *** *** 5LINX Field Operations Department

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I need all my money back expect for 50$ your people lied to me and my wife of what the refund time was and the total cost we spent over 600$ dollars and we get 139$ back not at all acceptable. Regards,
*** ***

Upon receiving this complaint, 5LINX reviewed Ms***'s account history and notations. Ms*** enrolled as a 5LINX Representative on August 2, 2015. The cancellation policy
states that the Representative can cancel their transaction for any reason
within business
days for a full refund of their initial investment.Per notations, Ms*** contacted our Representative Services department on August 25, to explain that she had yet to receive her kit. During this time it has been verified that our fulfillment of starter kits and materials was delayed due to the item being on back order. She requested to cancel her account and receive a full refund due to the inconvenienceThe agent cancelled the account an opened a ticket to have a Supervisor provide a call back to Ms***Per our records, a Call Center Supervisor called Ms*** back on August 29,At that time the Supervisor advised Ms*** of the cancellation policy and explained that refund could not be offered. Upon review of the circumstances surrounding the complaint, 5LINX has issued a full refund to Ms***. Ms*** should
receive these refunds to the credit card used for the services in roughly 3-
business days after processing, depending on her financial institution. Due to the issue being the fault of 5LINX, the Customer Care Supervisor should have offered a refund at the time of her reviewWe have since remedied this process in the warehouse as well as its handling in our Representative Services DepartmentWe sincerely apologize for any inconvenience this may have caused Ms***. Cordially,
Matthew F
Field Operations