5LINX

[redacted] signed and submitted the 5LINX® Independent
Representative Application and Agreement form online on February 9, 2014. 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 10 business days for a full
refund of their initial investment. 
Additionally,
Mr. [redacted] elected to purchase Platinum Service. This is a monthly auto renewed
service billed at $49.95 per month. Platinum 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 10 business days.  However, this cancellation requires 30 days
advance notice.  
Mr. [redacted] also
chose to purchase a GLOBALINX® VoIP
service on February 9, 2014. There is an additional up front charge and one
year contract to purchase the declared GLOBALINX® item. Terms and
conditions as well as cancellation policies are included on any and all
application materials and online sign-up. This cost is not included in the
5LINX® Representative
Membership.
In Mr. [redacted]’s compliant, he describes contacting 5LINX® in an attempt to
cancel. Mr. [redacted] claims that only his GLOBALINX® service was
cancelled at this time. Per account notations, Mr. [redacted] first contacted
the 5LINX® Representative Services Department first on February 15,
2014. Mr. [redacted] updated his email account on file. Our records indicate that on
February 20, 2014, Mr. [redacted] then called the 5LINX® Representative
Services Department to update the billing information used for his Platinum
Services. By making this request, Mr. [redacted]’s newly provided credit card would
be billed each month, unless cancelled per the policy stated above. Between
this date and June 30, 2014, there is no record of communication from Mr. [redacted].
Our GLOBALINX® Customer Care Department first received a call on June
30, 2014. Mr. [redacted] and his upline Representative sponsor called GLOBALINX®
to cancel the service. The request was processed at that time. On July 28,
2014, Mr. [redacted] contacted the 5LINX® Representative Services
Department to cancel his Platinum Services.
Upon
review, 5LINX® sympathizes with Mr. [redacted] however the changes to his
Platinum Services were elected by him. Any monthly Platinum Services fees charged
between the time Mr. [redacted] changed the billing information on file and the date
he elected to cancel said services were of his own volition. However, we do
find that Mr. [redacted]’s last Platinum Service charge, on July 12, 2014, occurred roughly
seventeen (17) days prior to when he cancelled on July 28, 2014. As a courtesy,
we can offer the refund of the final Platinum Services charge of $49.99.  5LINX® has sent a refund request to
our Finance Department and  Mr. [redacted]
should receive the refund in his account roughly 3-5 business days after
processing, depending on his financial institution
Should
you require any additional information or documentation, please do not hesitate
to contact me.
Cordially,
[redacted]
Field Operations

Per our
records, [redacted] signed and submitted the 5LINX® Independent
Representative Application and Agreement form online on March 8, 2015. 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 10 business days for a full refund of their
initial investment. 
Additionally,
on March 8, 2015, Ms. [redacted] elected to purchase Platinum Service. This is a
monthly auto renewed service billed at $49.95 per month. Platinum 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 10 business
days.  However, this cancellation
requires 30 days advance notice. 
Furthermore,
on March 10, 2015, Ms. [redacted] elected to purchase a Hi5 Sample Kit which has
a monthly subscription. This product is a monthly auto renewed services. The Sample
Kit at a cost of $116.86 per month.
When
purchasing the product, Ms. [redacted] agreed to the terms and conditions as well
as the cancellation policy. This policy states that a customer may cancel
within 10 days from the order purchase date. Returns for refund must be
initiated and product returned to 5LINX Enterprises, Inc. within 15 days of
receipt of shipment. All products must be returned unused, unopened and in
resalable condition. Refunds will be issued, once product has been received and
has cleared the inspection process. This information is presented to all
customers at time of order and is found on www.[redacted].com.
On April
6 2015, her Hi5 Sample kit subscription auto renewed for $116.86 and on April
8, 2015 the Platinum services also auto renewed.
On April
10, 2015 Ms. [redacted] contacted our Representative Services
Department for the first time, after she noticed the charges on her account. In
keeping with cancellation policy declared above, our Call Center Agent
explained a refund could not be made available for the Platinum services but
did explain the policy stated above regarding the Hi5 Sample kit. We received
the Hi5 Sample kit in resalable condition on May 6, 2015.
Upon
review of the situation, 5LINX® sympathizes with Ms. [redacted], as a
courtesy, we have issued a refund of $49.95 to Ms. [redacted] due to the request
being made a couple of days after her Platinum Services renewed. We have also
refunded the $116.86 for her Hi5 Sample kit. Ms. [redacted]
should receive these refunds to the credit card used for the services in
roughly 3-5 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

[redacted] signed and submitted the 5LINX® Independent Representative Application and Agreement form online on September 22, 2014. Additionally, Mr. [redacted]’s wife, [redacted], also signed and submitted the 5LINX Independent Representative Application and Agreement form online on October 25,...

2014. Mr. [redacted] and Mrs. [redacted] were both 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 Representatives can cancel their transaction for any reason within 10 business days for a full refund of their initial investment.Furthermore, Mr. [redacted] and Mrs. [redacted] both elected to purchase Platinum Services. This is a monthly auto renewed service billed at $49.95 per month. While the above cancellation policy applies to this product as well, the representatives can also cancel at any time after the first 10 business days. However, this cancellation requires advance notice to ensure the next billing cycle does not charge the credit card on file.Mr. [redacted] also elected to purchase the [redacted]® “[redacted]” cellular service on November 4, 2014. This cellular service is a pre-paid service and does not involve a contractual agreement. Customers are able to receive a full refund if they cancel their service within 15 days. Per account notations, Mr. [redacted] first contacted the [redacted] customer service department on November 7, 2014, to report issues with his device. Our [redacted] technicians began working to resolve the matter and it was found that during the provisioning of the service, the request from our [redacted] technicians to port the phone number was denied by the customer’s original carrier. They had found that the customer’s information provided by us, did not match their records. We advised Mr. [redacted] to contact his original service provider to rectify this situation and to call us back once he was able to verify his information with them. On November 10, 2014, our [redacted] customer service department received a final call from Mr. [redacted], insisting a cancellation and a full refund for the cellular service. Mr. [redacted]’s [redacted] account was deactivated and a refund of $166.52 was initiated. Mr. [redacted] has confirmed that he has already received those funds.Previous to the cancellation of Mr. [redacted]’s [redacted] account, it was discovered that Mr. [redacted]’s 5LINX account was suspended by our Credit and Collections department on October 7, 2014. Mr. [redacted] requested a chargeback through his credit card company for his Platinum Service, a total of $49.95. Account notations indicate that Mr. [redacted] first contacted our Representative Services department on October 27, 2014, in an attempt to rejoin 5LINX®. Mr. [redacted] was denied due to the pending chargeback on his account. Mr. [redacted] was advised that he would have to pay back the chargebacks of $49.95 plus the chargeback fee of $30.00 that 5LINX had incurred, before he could be reinstated. Those notations also explain that Mr. [redacted] was not satisfied with our response and threatened to also chargeback his position fee of $249, if he wasn’t immediately reinstated. His demand to be reinstated was again turned down. On November 14, 2014, our Finance Department received another charge back on Mr. [redacted]’s account for the position fee of $249.[redacted] ordered the [redacted] Challenge Kit from 5LINX on October 25, 2014. She purchased a single [redacted] Challenge Kit on a monthly auto-ship program. When purchasing the product Mrs. [redacted] agreed to the terms and conditions as well as the cancellation policy. This policy states that a customer may cancel within 10 days from the order Purchase date. All products returned must be returned unused, unopened and in resalable condition. Refunds will be issued, once the product has been received and has cleared the inspection process. This information is presented to all customers at time of order and is found on www. https://[redacted].com.  On November 20, 2014, Mrs. [redacted]’s [redacted] Challenge Kit monthly subscription auto renewed. On November 21, 2014, our Representative Services department received a call from Mrs. [redacted] who was now requesting a full refund for her [redacted] Challenge kits. Mrs. [redacted] claimed that a customer of hers had an allergic reaction to the product and she was dissatisfied with the results. Due to our standing policy listed above, a refund request was initially denied because the package had been opened. This matter was then escalated to a supervisor who had granted a onetime exception for a refund. Mrs. [redacted] was instructed to ship back the opened package and advised that once received by our warehouse department, we would initiate a full refund. The original package was received and a refund of $200.95 was admitted to our finance department on December 3, 2014. Mrs. [redacted] should receive those funds between 3-5 business days, depending on her banking institution. The second kit will also be refunded once the product has been received and has cleared the inspection process.After review of the circumstances, 5LINX sympathizes with both Mr. [redacted] and Mrs. [redacted] and apologize for their experience. As a sign of good faith, the 5LINX will not dispute the chargebacks made on each of their accounts. 5LINX will accept the chargebacks as a loss and the customers will be refunded fully through their respective banking institutions. In total, the representatives will receive $999.80.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 find that this resolution is satisfactory to me. 
Regards,
[redacted]

[redacted]’s husband, [redacted], signed and submitted the 5LINX® Independent
Representative Application and Agreement form online on December 24, 2012. 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 10 business days for a full
refund of their initial investment. Mr. [redacted] added Mrs. [redacted] as an authorized
user on the account on January 25, 2013.
On May 14, 2014, Mr. and Mrs. [redacted] elected to purchase Standard
Services. This is a monthly auto renewed service billed at $14.95 per month. Standard
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 10 business days. Mr. [redacted] and Mrs. [redacted] chose to purchase this
service via Automated Clearing House (ACH) payment service. The ACH payment service
is an electronic network which enables the collection of payments by
directly debiting from a consumers selected checking or saving accounts. This
payment service is an alternative to credit cards and checks.
On June 17,
2014, at time of the services scheduled auto renew, Mr. and Mrs. [redacted] were
charged $14.95 three (3) separate times. Upon review, this circumstance has
made 5LINX® aware of an error in our process. We believe the
multiple transactions were due in part by our systems process of handling auto renewed
payments, along with the ACH network being unable to provide real time
authorization of funds. Regrettably, because 5LINX had not received notification
the payment was captured, our system continued in attempts to bill the client.
We
apologize for any inconvenience this may have caused Mr. and Mrs. [redacted]. Upon
the discovery of the issue, changes were made in our handling of ACH payments. 5LINX®
has also expedited the refund request for the three (3) charges of $14.95. A
check totaling $44.85 will be drafted and sent to Mr. and Mrs. [redacted] this
week.
Should
you require any additional information or documentation, please do not hesitate
to contact me.
Cordially,
[redacted]
Field Operations

5LINX has reviewed the attachment sent by Ms. [redacted]. As
indicated by Ms. [redacted], the email attempt was sent to [redacted].com,
an account not operated or managed by 5LINX. However, while our cancellation
policy was not adhered to, we understand that mistakes do happen. In this case,
acting in good faith, 5LINX has agreed to refund the membership and platinum
service fees totaling $298.95. Ms. [redacted] should receive the refund to the
credit card used for the service in roughly 3-5 business days after processing,
depending on her financial institution. Cordially, [redacted] 5LINX Field Operations

Per our records, [redacted] signed and submitted the 5LINX® Independent Representative Application and Agreement form online on September 13, 2015. 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 10 business days for a full refund of their initial investment. As part of Mr. [redacted] IMR enrollment designation, he elected to enroll in the Smart Builder subscription. This selection initiates the delivery of the Smart Builder pack containing 20 product samples and 20 $10 prepaid gift cards.  By selecting this option, Mr. [redacted] agrees to the Inventory Return Policy. All products must be returned unused, unopened and in resalable condition. Refunds will be issued, once product has been received and has cleared the inspection process. Additionally, on September 13, 2015 Mr. [redacted] elected to purchase the Platinum Discount Network services. This is a monthly auto renewed service billed at $49.95 per month. Platinum Discount Network services provide Representatives access to their personal website and business business reports found on their Virtual Office. This service is also an exclusive savings network that offers discounts on travel, retail, dining, personal services, groceries, a free credit consultation and much more. While the above cancellation policy applies to this product as well, the representative can also cancel at any time after the first 10 business days.  However, this cancellation requires 30 days advance notice.  On September 21, 2015 Mr. [redacted] contacted our Representative Services Department via email requesting to cancel his account. Mr. [redacted]’ Enrollment and Platinum Discount Network services were cancelled at that time. Per the email response to Mr. [redacted], he was made aware that the Platinum Discount Network services were refunded at that time and that he would need to return the Smart Builder pack in order to initiate the final refund. On November 4, 2015 Mr. [redacted] responded yet again to the email requesting a full refund. He was made aware at that time that our records indicate the Smart Builder had not yet been received back in our warehouse. He was advised again at that time that 5LINX must receive the Smart Builder pack in order to refund. Upon receiving the complaint, 5LINX reached out to Mr. [redacted]. It was during this discussion that Mr. [redacted] indicated he did receive the Smart Builder pack delivered by [redacted] in September, but brought the package to his local USPS office to return to 5LINX. Because of this action the item was given a different tracking number. With this new information 5LINX was able to track the package and determine it was received in the warehouse and examined to be in resalable condition after the complaint was made. Based on 5LINX finally receiving the item, we are now able to offer the full refund of $199 for the Smart Builder enrollment. 5LINX has sent a refund request to our Finance Department and Mr. [redacted] should receive the final refund in his account roughly 3-5 business days after processing, depending on his financial institution. This covers the total request by Mr. [redacted], and represents any and all charges incurred by Mr. [redacted] since his start. Should you require any additional information or documentation, please do not hesitate to contact me. Cordially, Matthew F. Field Operations

We apologize for the delay in response. Given that this issue stemmed from orders placed through an affiliated vendor, it has taken some time to investigate its circumstances. Upon investigating the issue with [redacted], it has since been discovered that the order in question was...

incorrectly credited to the wrong 5LINX Representative. Thus, the bounty payment was paid to the wrong Representative. Based on this issues resolution, the order was moved to [redacted]'s account and the $370 bounty bonus has since been paid on September 18, 2015. We apologize for any inconvenience this has caused Mr. [redacted].  Cordially, Matt F. 5LINX Field Operations

[redacted] ordered a 5LINX® [redacted] Tablet from an Independent
Marketing Representative on July 7, 2013. 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 basis. The 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 policy. It 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 offered. We have remedied this situation
in the call center. We have submitted a refund request to our Finance
Department for the full ERP charge of $59.99. [redacted] should receive the refund in their account roughly 3-5 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

5LINX has reviewed Mr. [redacted]’s rejection to our response. In response to his counter, we will offer the following facts: In speaking with Mr. [redacted], he validated that each were promoted the opportunity by a co-worker of his wife. After attending a meeting, both [redacted] and [redacted] elected to become 5LINX® Representatives. Mr. [redacted]’s account was signed up on February 17, 2015. Mrs. [redacted]’s account was signed up on the following day, February 18, 2015. Each were 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 10 business days for a full refund of their initial investment. Both Mr. & Mrs. [redacted]’s account show that Platinum Services were chosen at time of sign-up. Additionally, per our records both Mr. & Mrs. [redacted] showed that they purchased a “Tech24/7”, and Hi5 Edge monthly subscription respectively. In Mr. [redacted]’s case the Hi5 Edge product was cancelled by him prior to being shipped out. In Mrs. [redacted]’s case her Hi5 Edge product was returned after shipping. In each case the Hi5 Edge products were refunded. Mr. [redacted]’s complaint states that he never agreed to any of the services being billed monthly, and was only made aware of the $249 start up cost. In communications with Mr. [redacted], he states that he and his wife were signed up by an Upline leader whom neglected to advise them of the other products and services and related fees. Mr. [redacted] states that neither he nor his wife ever purchased these additional services. Mr. [redacted] believed that this Upline leader signed them up for the services, without their consent. Based on Mr. [redacted]’s statements we found that he and his wife may not have been aware of the fees associated with Products and Services. As such, we refunded both their Platinum and Tech 24/7 services charges of $49.95 and $19.95 respectively, totaling $139.80. Previous to the initial complaint, Mrs. [redacted] had already returned her Hi5 Edge Product and received a refund of the $67.62 charge on April 1, 2015. This coupled with the aforementioned $49.95 and $19.95 charges above represent any and all charges incurred by Mrs. [redacted], apart from her $249 Start-up. In total Mrs. [redacted] was charged: 2/18/2015 20:57 $249.00 Starter Kit - IMR ($249) 2/18/2015 20:57 $49.95 Platinum Services - Monthly ($49.95) 3/14/2015 4:49 $67.62 Hi5 Edge -Subscription To date Mrs. [redacted] was refunded: 4/1/2015 14:16 ($67.62) Hi5 Edge -Subscription 4/8/2015 13:52 ($49.95) Platinum Services - Monthly ($49.95) In short Mrs. [redacted] has been refunded each charge except the $249 start-up cost ________________________________________________________________________________...⇄ we said above, Mr. [redacted]’s products and service charges of $49.95 and $19.95 have been refunded based on his initial complaint. In total Mr. [redacted] was charged: 2/17/2015 11:11 $249.00 Starter Kit - IMR ($249) 2/17/2015 11:11 $49.95 Platinum Services - Monthly ($49.95) 3/10/2015 12:12 $67.62 Hi5 Edge -Subscription To date Mr. [redacted] was refunded: 3/19/2015 12:16 ($67.62) Hi5 Edge -Subscription 4/8/2015 13:53 ($49.95) Platinum Services - Monthly ($49.95) In short Mr. [redacted] has been refunded each charge except the $249 start-up cost. In our initial response 5LINX® asserted that we cannot offer a refund of both individuals $249 startup fees due to Mr. [redacted]’s statement that they did elect to become Representatives. Each worked their accounts, and in one case made a bonus. Additionally, each individual did not cancel within the allotted time to offer a refund. Evidence was provided in our initial response to support this decision. As a courtesy, 5LINX® did not dispute the $50 Trainer Bonus earned by Mr. [redacted]. It should be known that this bonus was earned in part from the products and services that we have since refunded. We do regret to hear of Mr. & Mrs. [redacted]’s poor experience with 5LINX® but have assisted their requests as much as possible given the facts. Cordially, Matthew F. Field Operations

We sincerely apologize for our lack of response. 5LINX has since reached out to Ms. [redacted] in an attempt to resolve. Upon researching her issue, it was discovered that she had submitted charge back requests through her bank for the charges in question. 5LINX complied with the banks request and by...

process, Ms. [redacted] was fully refunded by her bank for said charges. Through phone conversations, 5LINX has verified that Ms. [redacted]'s issues have been resolved. We again deeply apologize for the delay in response.  Cordially, Matt F., 5LINX Field Operations

[redacted] signed
and submitted the 5LINX® Independent Representative Application and
Agreement form online on August 16, 2014. 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 10 business
days for a full refund of their initial investment.
Additionally, Ms.
[redacted] elected to purchase Platinum Services. This is a monthly auto renewed
service billed at $49.95 per month. While the above cancellation policy applies
to this product as well, the representative can also cancel at any time after
the first 10 business days. However, 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, 2014. When purchasing the product Ms. [redacted] agreed to the
terms and conditions as well as the cancellation policy. This policy states
that a customer may cancel within 10 days from the order Purchase date. All
products must be returned unused, unopened and in resalable condition. Refunds
will be issued, once product has been received and has cleared the inspection
process. This 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 Training. By 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 $45.00.
On
September 11, 2014 Ms. [redacted]’ [redacted] Kit monthly subscription auto
renewed. Per account notations, Ms. [redacted] first contacted our Customer
Service Department on this day. During that call, she specified she wished to stop
the shipment of her [redacted] Kit monthly subscription. Ms. [redacted]’ [redacted] Kit had already shipped therefore our Agent was only able to close
the account at that time. Ms. [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 refund. This 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, 2014 Ms. [redacted] also formally cancelled her 5LINX Representative
account. This request was made roughly 18 business days after her sign-up.
Upon
review of this complaint, all related policies were declared at sign-up for
said products and services. Ms. [redacted] called regarding her Hi5 subscription
and 5LINX worked with our Warehouse Depart to locate the original shipments
tracking information. These tracking numbers were provided to Ms. [redacted] so
that she may reject the package or send back to 5LINX. Upon 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 10 business day refund policy, 5LINX will submit a request
to refund the $249 Representative Sign-up, $49.95 Platinum service charge, and
the $45 Energy Certification Program at this time. Ms. [redacted] should receive
the refund to the credit card used for the service in roughly 3-5 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

We apologize to Ms. [redacted]’s for her recent experience with both the 5LINX and [redacted] Network call center agents. Upon investigation, it is apparent that there was a system error that prevented Ms. [redacted]’s March 2016 payout from being distributed to her card. 5LINX worked with our...

contact at [redacted] Network to confirm that this issue has been resolved. They have informed us that the current card has been cancelled so that a new card can be issued with the appropriate funds distributed included. This card has been sent to the address on file for Ms. [redacted]’s Representative Account. Upon review, our Call Center Supervisor has coached the agent responsible for taking the call. We can attest that the situation has since been remedied. Ms. [redacted] should receive her new card with the discussed funds in the mail shortly. We again apologize for any inconvenience this may have caused Ms. [redacted]. Should you require any additional information or documentation, please do not hesitate to contact me. Cordially, Matthew F. Field Operations

[redacted] signed and submitted the 5LINX® Independent
Representative Application and Agreement form online on October 14, 2013. 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 10 business days for a full
refund of their initial investment. 
Mr.
[redacted] also elected to purchase Platinum Service. This is a monthly auto
renewed service billed at $49.95 per month. Platinum 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 10 business
days.  However, this cancellation
requires 30 days advance notice. 
Per our
records we find that no charges, Platinum Services or other, were taken under Mr.
[redacted]’s Representative account after January 25, 2014. However, we find that Mr. [redacted] elected to
purchase the start-up fee as well as the monthly Platinum Services for [redacted]. Mr. [redacted] was personally sponsored and enrolled by Mr. [redacted] on
November 22, 2013.
Per the
details provided in the complaint, Mr. [redacted] states that he sent emails and spoke
with several Agents attempting to stop payments. 5LINX® had not received
any emails regarding this matter prior to August 25, 2014. However, per account
notations 5LINX® finds that Mr. [redacted] contacted our Representative
Services Department call center on March 30, 2014. He called regarding his credit card continuing
to be billed. The Agent determined that Mr. [redacted]’s credit card was being
billed for Mr. [redacted]’s Platinum Services. Because it would be making a change to
another individuals account, Mr. [redacted] was advised that he must send in a formal
request showing that this was his credit card, or have Mr. [redacted] update the
billing information on file. No change was made to Mr. [redacted]’s account at that
time.
In
reviewing the August 25, 2014 email correspondence sent from Mr. [redacted] to [redacted].com, Mr. [redacted] asserts
that he sent an email after the March 30, 2014. Again, 5LINX® is unable
to verify any emails from this time. Because no formal request was submitted by
Mr. [redacted], and Mr. [redacted] did not call to cancel or affect the billing information
on his account, the Platinum Services using Mr. [redacted]’s credit card
continued to be billed monthly.
Upon review, 5LINX sympathizes with Mr.
[redacted]. While we cannot confirm an error on our part, as a courtesy, we have
submitted a refund request for the five (5) Platinum Service charges taken
after March 30, 2014 totaling $249.75.  Mr.
[redacted] should receive the refund to the credit card used for the service in roughly
3-5 business days after processing, depending on his financial institution.
Should you require any additional information or
documentation, please do not hesitate to contact me.
Cordially,
[redacted]
Field Operations

5LINX
Enterprises, Inc. is 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 more. We
are able to offer these products and services as a third party reseller of
several affiliated vendors. Each 5LINX Independent Representative is able to
promote their business through a provided personal website. The Representatives
and their customers are able view the entire marketplace of products and
services made available through 5LINX. Should a customer select a certain
service, they are redirected to that product specific landing page. Should they
chose, the customer may enroll themselves via the respective products order
page. Once 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, 2014. On this same day Ms. [redacted] also
elected to purchase the 5LINX Energy Certification. This certification training
allows our representatives to market the 5LINX energy product. It 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 questions. Within this certification training, the representative is advised and educated on the energy product details, policies and the proper way of marketing. Ms. [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 agreement. In 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 supplier. Ms. [redacted] admits to signing up for a
variable rate plan with [redacted]&*. 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 her. In short, Ms. [redacted] has purchased a product plan
through ** 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

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] signed and submitted the 5LINX® Independent Representative Application
and Agreement form online on December 5, 2014. 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 10 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 $49.95 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 30 days advance notice to ensure no further billing.
Additionally, Ms. [redacted] elected to purchase a monthly
subscription of our Hi5 Wellness Challenge Kit. This product is also a monthly
auto renewed service. Per policy, product(s) can be returned for a refund if
they are returned to 5LINX within 15 days of receipt of shipment. Returned
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 5LINX. This email contains the new representative’s
identification number, username and password, and other information essential
to a representative starting their business immediately upon sign-up. This
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 business. The 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 Hi5 Wellness Challenge
Kit had auto renewed, and that she was not made aware that she would be billed
each month. Contrary to Ms. [redacted]’s assumption, apart from her initial payment
for the Hi5 Wellness Challenge Kit, she was never again billed for this
service.
Upon
closer inspection, the monthly charge of $49.95 that Ms. [redacted] experienced was
that of her Platinum Services. Because these services were elected, and there
was no request to cancel the services, the charges first purchased on December
5, 2014 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 charges. In an effort
to resolve this complaint, 5LINX reached out to the enrolling Representative
named in the complaint. Contrary to Ms. [redacted]’s statements, the enrolling Representative
indicates that she was in fact made aware of the Platinum services monthly
charge. The 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 her. Given 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 sign-up in December and her February
27, 2015 complaint, 5LINX is unable to offer any refunds.
In
communications with Ms. [redacted], she has indicated that she wishes to cancel her
5LINX Representative Membership. This request has been accomplished and Ms. [redacted]’s Platinum Services and Hi5 Wellness 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

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]
signed and submitted the 5LINX® Independent Representative
Application and Agreement form online on December 19, 2014. 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 10 business days for a full refund of their initial investment.
On January
14, 2015, Mr. [redacted] also ordered our [redacted] Coffee. He purchased a single
12oz bag on a monthly auto ship program. When purchasing the product Mr. [redacted] agreed to the terms and conditions as well as the cancellation policy. This
policy states that a customer may cancel within 10 days from the order Purchase
date. All products must be returned unused, unopened and in resalable
condition. Refunds will be issued, once the items have been received and clear
the inspection process. This information is presented to all customers at time
of order as well as being found on www.[redacted].com.
Mr. [redacted]’s
complaint details issues he experienced with a promotion of free shipping on
his [redacted] monthly auto ship. Our 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 free. Mr.
[redacted] received his March coffee, but contrary to the promotion, was charged $7
for shipping. After further review, it was determined that Mr. [redacted]’s April
shipment did not arrive on time as expected however he was charged for it.
On May 5,
2015 our Call Center Agent spoke with Mr. [redacted]. We advised Mr. [redacted]
that we would be refunding the March shipping charges of $7.  5LINX will reship Mr. [redacted] his April coffee
order. In an effort to resolve 5LINX has also refunded Mr. [redacted]’s April’s
shipping charge of $7. Our Call Center Agent stated that Mr. [redacted] was
satisfied with this resolution.
Mr. [redacted]
should receive the refund(s) in his in roughly 3-5 business days, depending on
his financial institution. We apologize for any inconvenience this has caused
Mr. [redacted].
Should
you require any additional information or documentation, please do not hesitate
to contact me.
Cordially,
Matthew F.
Field Operations