Finicity

Renee reached out to [redacted].  We have cancelled his coaching program with us and have forgiven all debt.  We are also going to refund what he has paid.  Renee also apologized for his dissatisfaction.

Rebecca from my Troubleshooting department was able to speak to [redacted]. She will be taking ownership of the issue until it's resolved. [redacted] decided to keep her account.

[redacted] agreed to meet up with Rebecca on December 5th at 5:00 PM MST.

William from our Resolution Department had a great conversation with [redacted]. We have cancelled the coaching agreement and forgave the cancellation fee.  [redacted] would like to try the Mvelopes tool on his own for 90 days.  If he feels that he needs us, at this point then [redacted] will come back...

to the coaching program and we will wave the set up fee.  [redacted] stated he will be cancelling the complaint and is happy with the outcome.

We are still working with [redacted] to resolve this issue as quickly as possible.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Helen W[redacted]

Complaint: [redacted]
I am rejecting this response because:Rebecca said she has many crazy clients and is too busy. Rebecca will...

call me next Monday after she gathers information on what the problem is. Mvelopes still has not told me the problem or the time frame to fix it. There was no conversation from Mvelopes about closing my account or a refund. Mveoples will not tell me if it is their problem or if my bank is the problem and who needs to fix it. I have been told both ways. They only reason Rebecca even talked to me today is because I refused to get of the live chat help until I was able to speak to someone about my problem.  Rebecca is only technical support. I haven't not been able to talk with management staff about the problem I have had with contacting them about getting my problem fixed and how the staff at Mvelopes did not use my number on file. They used a wrong number given by one of the Mvelopes employees and then they would not call me back to today. I have all of this in emails as documentation. It seems that even thought I have paid the required amount Mvelopes does not feel that my business is worth them providing the support they promise.
Sincerely,
[redacted]

Carlos from our billing department spoke with [redacted] this morning. He explained about our coaching program fees, what the monthly fee of $[redacted] covers, and that after financial coaching is done customer must pay $9.95 monthly for Premier Mvelopes online tool. Customer wasn't aware of...

post-financial coaching terms. He never received a copy of his contract on the day he signed up therefore he never was aware of the automatic enrollment post-coaching.  We have submitted a refund request with Universal, who is our billing partner, for the amount of $[redacted]. We also give them 1 Year of Free Mvelopes Premier as a courtesy.

[redacted] was in full contract status and past her rescission period according to her contract and the recorded phone calls [redacted], our resolution specialist listen to. [redacted] notified the client as a courtesy that we have forgiven the cancellation fee and have cancelled her coaching contract agreement...

with us.