5LINX

[redacted] signed and submitted the 5LINX® Independent
Representative Application and Agreement form online on June 28, 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. 
Upon
completion of the 5LINX representative application and enrollment, every new
representative, is sent a welcome email to the address provided to 5LINX. This
email contains the new representative’s identification number, username and password,
company contact information, and other information essential to a
representative starting their business upon sign-up. This information allows
representatives to log in to their back office, otherwise known as their
“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. They are also shipped a “starter kit” containing
basic documentation regarding 5LINX Opportunity and products and services. The
kit ultimately directs representatives to their Virtual Office as the primary
source business information. 
The
following day, June 29, 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.
Per the
above policy, Ms. [redacted]’s would have been required to formally communicate her
cancellation no later than July 11, 2014. Per policy, Representatives are able
to cancel their Representative account with the provided cancellation notice
found on the back of their agreement, or by submitting a signed written notice
that includes their name, Representative Identification Number (RIN), and date.
Either statement must be emailed, mailed, or faxed to the home office.
Per our
records, 5LINX received Ms. [redacted]’s starter kit in our warehouse on July 21,
2014. In this same shipment, Ms. [redacted] included a signed cancellation notice. The
request was processed and Ms. [redacted]’s Representative account was cancelled at
that time. Being that this request was well after the cut-off date for a
refund, no further action was taken.  
Upon
review of this complaint, 5LINX worked with our Warehouse Depart to locate the original
shipments tracking information. Ms. [redacted]’s starter kit and included
cancellation notice were shipped via United States Postal Service (USPS) on
July 18, 2014 (Tracking Number: [redacted]). A copy of Ms. [redacted]’s
cancellation notice is attached. While she may have specified a cancellation
date of July 6, 2014, 5LINX only received the request on July 21, 2014, and
furthermore, can only prove that, per USPS, the request was sent by Ms. [redacted] on July 18, 2014. Both of
these dates are recognized as being past Ms. [redacted]’s allotted 10 business days
in order to receive a refund.
Upon
review, 5LINX sympathizes with Ms. [redacted], and her experience with
any of our Call Center Agents or Supervisors. However, we do find that her request
to cancel was made well after the policies allowance for a refund. Based on
this fact, we cannot offer any refund for her Representative Account. Nonetheless,
5LINX has determined that Ms. [redacted] did not acquire any Energy customers
during her time as a Representative. As a courtesy, we have submitted a refund request
for the 5LINX Energy Certification Training fee of $45.00.  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

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 service. This company did not adhere to their own policies. Because they want to take money that does not belong to them.  In  my case Platinum Services was charged on January 6, 2015 which was an automatic renewal on February 6, 2015.  I was charged for Platinum Services on January 18, 2015 making a payment twice in the same month. According to their policies this service is a monthly fee and not a twice a month fee. This company is a rip off and they cannot justify charging me for the same service twice in the same month. They stole my money. There is nothing they can say or justify charging me twice in the same month for the same service. According to their policies I was due to pay a Platinum Service Fee on February 6, 2015. Policies only apply when it is in their favor. They owe me $49.95.  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, 2015. They overcharged me.
Regards,
[redacted]

On December 25, 2014, [redacted] visited the personal website of
a 5LINX® Representative [redacted]. Ms. [redacted] elected to
purchase a Hi5 Boost product. From the website, the
user is able to select between three options; a Hi5 Boost monthly subscription,
a Hi5 Boost 3 month...

subscription, or simply a Hi5 Boost one-time shipment.
Per order records, Ms. [redacted] selected and authorized
a Hi5 Boost monthly subscription.
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.
Ms. [redacted]’s complaint is in regards to the second billing cycle
charged and shipped on January 20, 2015. Ms. [redacted] first called in the
following day, on January 21, 2015. Ms. [redacted] was advised that the
subscription would be closed at that time; however the product had already
shipped out the previous day. Ms. [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, 2015. Regrettably, there appears to have been a delay in the
inspection process. Upon a cleared inspection, the process would have then initiated
the refund within 15 days after 5LINX® receipt the product.
On March 10, 2015, Ms. [redacted] contacted 5LINX® and a
formal case was opened to determine the lapse. On March 13, 2015 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 refunded. As
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, Inc. and has cleared the inspection process.” 5LINX®
processed the refund for $63.55 at that time, this represents the $70.55
charge, minus the cost of shipping and handling.
Upon review of this complaint, Ms. [redacted] attests that she intended
on ordering Hi5 Boost one-time, however we are unable to confirm as the
monthly subscription was in fact chosen. At sign-up, all related policies were
declared for said product. While 5LINX eventually refunded Ms. [redacted], given
our error in process and subsequent delay, we have requested that the shipping
and handling cost of $7.00 be refunded in addition to the product cost. Ms.
[redacted] should see this amount in her account in roughly 3-5 business days,
depending on her financial institution. We 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

[redacted] signed and submitted the 5LINX®
Independent Representative Application and Agreement form online on November
10, 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 account notations, Ms. [redacted] first contacted our
Representative Services Department regarding cancellations on December 1, 2014.
She requested to close any services billed under the account. This request was
granted and billing ceased on this date. She was advised that because her
request was made after the allotted cancellation policy, or in total 14
business days, 5LINX could offer no refund for her Representative Membership or
Energy Certification.
 Upon review of the situation, we find that Ms. [redacted] was
presented with proper policy information, materials, and documentation at
sign-up. Ms. [redacted] request was not made within the declared policy time frame. At this time, 5LINX cannot
offer any refunds. Based on the details of this complaint any account in Ms. [redacted]’s name has since been cancelled.
Should you require any additional information or documentation,
please do not hesitate to contact me.
 Cordially,
[redacted]
Field Operations

5LINX is in receipt of Mrs. [redacted] compliant regarding our [redacted] streaming television service. 5LINX has reviewed her complaint and finds the following. Mrs. [redacted] elected to participate in a free 7 day trial for the 5LINX [redacted] Platinum Package on February 18, 2017. She asserts that...

an error was made at sign-up and she was provided two or three total IDs. On the contrary, 5LINX is only able to find one ID in Ms. [redacted] name: [redacted]. At sign-up, Mrs. [redacted] was required to provide her billing information. It is indicated that should the trial not be cancelled within the allotted 7 day time period, the billing information provided at sign-up would then be charged. At sign-up Mrs. [redacted] agreed to the following policy: “Your [redacted] subscription and free trial will begin when you click “Start my free trial.” By doing so, you authorize us to: (i) begin and continue your month-to-month [redacted] subscription automatically following your free trial, and (ii) change your subscription monthly to the payment method provided, unless you cancel during your free trial. You can cancel by visiting [redacted].tv or emailing [redacted].tv. Programming fees are charged monthly in advance and no credits or refunds will be issued for partial or prepaid months after cancellation.” Based on Mrs. [redacted] choice, because her trial was not cancelled before February 25, 2017, she was billed $104.99 at that date. This total is comprised of a onetime activation fee of $35 as well as a $69.99 per month fee. 5LINX finds no record of Mrs. [redacted] choosing to cancel her Trial Account from her [redacted].tv profile, and there is no record of Mrs. [redacted] emailing [redacted].tv to cancel. Mrs. [redacted] first contacted 5LINX our Representative Services department via phone on February 27, 2017 requesting a refund. We regret to hear of Mrs. [redacted] experience however she elected the service and agreed to the terms of the free trial. Based on her not cancelling prior to her bill date and the declared policy, 5LINX cannot offer a refund at this time. Mrs. [redacted] service is still active and she will be billed again on March 25, 2017. Should Mrs. [redacted] wish to ultimately cancel we would suggest she enjoy the service until prior to that date. At that time she may log in to her profile, or email [redacted].tv to cancel prior to being billed again. Cordially, 5LINX Field Operations

Per our
records, [redacted] signed and submitted the 5LINX® Independent
Representative Application and Agreement form online on February 19, 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 this day Ms. [redacted] elected to purchase a Hi5 Challenge Kit, and [redacted] 12oz Single Bag Monthly Subscriptions. Both products are monthly auto renewed services.
The Challenge Kit at a cost of $180.35 per month, and the [redacted] bag at
$29.95 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/*/[redacted].
Based on
previous cancellation requests of her Representative Account and products and
services, Ms. [redacted] was refunded several charges. Ms. [redacted]’s complaint details
an amount that is still owed to her. Upon receiving the complaint, 5LINX examined
each of her charges as well as previous refunds and those yet to be processed.
Upon
review, and per our records, the final $210.30 Ms. [redacted] is requesting is
comprised of the final March 17, 2015 charges for the Hi5 Challenge Kit and
[redacted] 12oz Single Bag Monthly Subscriptions. 5LINX credited back the March
17, 2015 [redacted] 12oz Single Bag, minus the shipping and handling, for a
total of $18.95 on Aril 9, 2015. 5LINX credited back the March 17, 2015 Hi5
Challenge Kit, for a total of $180.35 on Aril 15, 2015.
We apologize
for the inconvenience a perceived delay may have caused Ms. [redacted]. 5LINX must
review the product to ensure it can be resold prior to refunding. As a
courtesy, we have also refunded the [redacted] orders shipping and handling
difference of $11.00.  5LINX®
has sent a refund request to our Finance Department and  Ms. [redacted] should receive the final refund in her
account roughly 3-5 business days after processing, depending on her financial
institution. This covers the total request by Ms. [redacted], and represents any and
all charges incurred by Ms. [redacted] since her start.
Should
you require any additional information or documentation, please do not hesitate
to contact me.
Cordially,
 
[redacted]
Field Operations