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We have been in touch with this customer and were able to address and resolve their concerns. A settlement was reached, their account cancelled as requested, and we have apologized for any frustration that may have resulted from their experience.

Per our response to this customer's complaint that was filed last month, a refund had been processed prior to our receiving it. Since that time we received a chargeback from the customer's financial institution, meaning that they have now received the disputed amount back twice over. The customer...

can confirm review their credit card statement to confirm that this is the case, and we will have a customer service representative contact them today in order to address the outstanding balance that resulted from this situation.

As noted in our previous response, when we originally made contact with this customer we were able to discuss their concerns, several options regarding our settlement offer, and whether or not the customer wished to remain a member of our network under modified program terms. At no point did we discuss the possibility of a full refund as demanded in their most recent response, nor do we consider that to be a reasonable resolution given their situation and account history. We have since reached out again to this customer regarding their rejection, but were not able to make contact with them. We left the appropriate contact information in that message to further discuss their concerns and do still hope to resolve this complaint on amicable terms.

Initial Business Response /* (1000, 5, 2015/08/18) */
We have held a brief conversation with this customer, but have not yet been able to fully address their concerns. We will continue to reach out in the hopes of reaching an amicable solution to their situation.

We have not reached out to this customer regarding this complaint, but do have information to provide.Removal from our Live Directory is not instantaneous upon cancellation with out service, but typically occurs 10-14 days after the fact. As with any directory on the internet, our directory can be...

used by third parties to locate contact information. While we apologize that this customer received unwanted solicitation from other parties as a result of their internet visibility afforded by our advertising, we can assure them that their information was not intentionally provided or sold to any outside sources

We were able to reach this customer and have addressed their concerns. We found that the confusion regarding the billing to this customer's account was the result of our Instant Connect program. We were able to describe and discuss this program during our conversation, as well as reach a settlement...

regarding the billing in question. We have also scheduled a followup call to go over this and other programs in full detail as they pertain to the customer's account future, and we look forward to the opportunity of returning this customer's account to an active status in our directory.

We have been in touch with this customer and have initiated our formal Problem Resolution process for disputes involving work done by contractors in our network. As this process is now underway, we will be able to provide further updates as the situation provides them. We are fully optimistic that...

this process will be able to fully address the concerns listed in this complaint and provide an amicable resolution.

In speaking with this customer, we were able to clarify certain aspects of our service that lead to this complaint. Once we were able to discuss the policies, programs, and details of our service that were the source of confusion, an amicable settlement was reach. Though at this time we have parted...

ways with the customer, we have done so on friendly terms and look forward to the possibility of forging a new relationship with this customer in the future.

Initial Business Response /* (1000, 5, 2015/07/02) */
We have not yet been able to make contact with this customer, but look forward to resolving their concerns after the holiday.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response...

from the business.)
We had already made contact, the customer service rep refused to refund SEVERAL unauthorized charges; hence the complaint here. I think they run a half-scammer/ half legit business and rip off whomever they can get away with.
Final Business Response /* (4000, 12, 2015/09/09) */
During our last communication this customer they informed us that they would be taking legal action against our company. As such, all further communications with this customer will be directed through our legal department.
Final Consumer Response /* (4200, 14, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They send a collection company after me illegally that has put negative marks on my credit score which prevented me from refinancing my house and has caused much misfortune

We have had continued issues with communicating with this customer by phone, but have had brief correspondence via email. At this time credit has been applied to the customer's account, but have not received word on whether or not their concerns are fully resolved. Our best method of contact has...

been provided via email, and we will be glad to further assist this customer with any further concerns that they may have.

They have refunded my money and cleared my account

After reviewing this customer's previous account with us, we show that our customer service department had discussed the nature of our service, including the difference in our directory listings and lead generation offerings, but that the customer chose to cancel their membership. At that time...

credit was applied to several leads but the customer was well outside of the required time frame to receive a refund for their membership. Our records also show that the customer recently received an unwanted call from one of our sales representatives inquiring about whether or not they wished to try our service again. To prevent this from happening again in the future we have placed their information on our do not call list and should not be subject to any further communication.

Prior to receiving this complaint a senior member of our customer [redacted] department had been in touch with this customer and explained our credit guidelines, processes, and policies to this customer. We do not and cannot guarantee contact with the leads that are generated through our service, and...

throughout the life of this customer's account we can confirm that a substantial amount of credit has been applied per the aforementioned guidelines. We would also like to note that all members of our [redacted] are free and in fact encouraged to adjust their account settings and/or pause their lead generation in order to control their spend at any time. While this customer's account currently remains active, we do not feel as though the amount of additional credit requested in this complaint is warranted and we are this time considering this matter closed.

As described in the customer's...

response, we were able to reach the customer, discussed their concerns, and offered what we believe to be a fair resolution to this complaint. Our offer was rejected by the customer, and we would like to note that while our offer will remain valid should the customer choose to reconsider, we are at this time considering the matter closed.

As described by this customer in their complaint, our customer service department agreed to and has since processed the refund in question at the time it was requested. Unfortunately we simply do not have any means to accelerate this process and/or the time needed for those funds to be reflected in...

the customer's account but we can assure them that we have taken every step available to ensure the expedient completion of that process. In regards to the claims that this charge was levied without the customer's authorization, we will be further reviewing the situation as it relates to proper internal procedure and will pursue disciplinary action if appropriate.

Prior to receiving this complaint our customer service department was able to address and resolve this customer's concerns.We have apologized for any misunderstandings and/or misrepresentation on the part of the customer's sales representative and have applied credit towards their account. At this...

time the customer remains an active and valued member of our service network.

We have been in touch with this customer and were able to resolve the concerns as listed in this complaint.We have apologized for the circumstances that lead up to this complaint, a settlement was reached, and we have since parted ways with the customer on friendly terms.

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,
[redacted]

Although our attempts to reach this customer have not been successful, we have informed them via voicemail that a refund for the unwanted charge in question has been provided.We would like to apologize for the confusion surrounding the billing of this aspect of our service, we have also cancelled...

their account as requested in this complaint, and are at this time considering the matter closed.

Initial Business Response /* (1000, 5, 2015/11/02) */
We were able to reach this customer and have had a discussion in regards to their concerns. We reached back out to the customer later in order go over the final details on how we will be moving forward, but have yet to finalize the resolution....

We will provide an update when we are able to do so.