ID Watch Guard LLC

October 16, Jay P.Revdex.comS County Rd 5, Ste 100Fort Collins, CO Iam writing in reference to complaint ID [redacted] for [redacted] Ms [redacted] was contacted byphone on August 26th, The call was from a representative whoexplained our servicesIt was during this call where Ms [redacted] agreed to thepurchase and provided her preferred form of paymentDuring that call therepresentative explained the billing and even had Ms [redacted] repeat the amountof monthly payments and initial price to ensure she fully understood thebilling and amount since we pre-pay for the service in advance On September 6th, 2014, Ms [redacted] contacted our customer care department and requested that her monthly payment of$be refunded and services be cancelledHer requests were honored and she was provided witha cancellation number of #The payment of $was a pendingauthorization and released back into her account with to hoursMs[redacted] called again on September 8th, to confirm that heraccount was cancelled and that funds had been released which a customer carerepresentative verified and since then have not had any contact with Ms[redacted] nor have we attempted to bill herWe advise Ms [redacted] to refer toher bank statement or bank to find the company that is billing herOur company considers this account closedShould shehave any questions or concerns we will be more than pleased to discuss heraccountShould you require any additional information, please feel free to contactme directly at [redacted] Sincerely, Tara P Customer Service Manager

Complaint: [redacted] I am rejecting this response because: I was not pleased with their response that I agreed to accept their terms of response time being daysI re-iterated that it took 4daysfor me to receive notice of the trial period not counting weekendsThey said that counted toward the 10day trial period, I said I made an attempt over the weekend to cancel leaving a msgand was told the company was closed and they would respond on the next business dayI waited for a response the following Monday but had to call again on Tuesday for an update that's when I spoke with someone about my concerns and was told I was too late to cancel the paymentThat's when I decided to take this actionTheir 10day trial and response time to me are tactical moves to charge for service you can not reject before the day trial periodI think it's wrong to count weekends if the company is closed and you can't speak to a live representative to express your concerns period Regards, [redacted] ***

I think it is important to inform you that I was fully refunded my money and was called by someone from the doctors on demand arm of the company to explain the mix-up. I am fully satisfied by the outcome and think the company is remiss by not explaining their follow-up to you. I think it... was a genuine misunderstanding between us and I have no animosity toward them. Sincerely, [redacted] A. [redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me It seems upon further investigation on my part that there seemed to be several things agreed to during that one phone conversation I only received information from the one but, was charged for different things which after a conversation with another company was resolved this evening
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I feel they want to railroad me out of returning these funds knowing they were in the wrong, then so be it!! I am not saying they were
right in refusing my request for a refund I'll just drop the case "as is", but remembering that their "day trial" does count mailing transit to and from their end including weekends!
CASE CLOSE
Regards,
*** ***

October 24, 2014 Jay P.Revdex.comS County Rd 5, Ste 100Fort Collins, CO 80528 Iam writing in reference to complaint ID *** for ***, *** Please find attached documentation showing we notonly called Mr*** four days after order was placed to verify and confirmservice and billingI also included the notification of voicemail and the returncall he received Page 1- Is documentation of the minuteverification call representative Ron Shad with Mr***. Page 2- Is documentation of the minute and 8second voice mail left on 8/19/at 8:pm Page 3- Is documentation that is call was returned on8/20/at 11:am which resulted in an minute conversation andcancellationDuring this call everything was explained to Mr*** and heagreed to be satisfied. Our company considers this account closedShould hehave any questions or concerns we will be more than pleased to discuss hisaccountShould you require any additional information, please feel free to contactme directly at 1-855-514-0991. Sincerely, T*** * Customer Service Manager

October 16, 2014 Jay P.Revdex.com8020 S County Rd 5, Ste 100Fort Collins, CO 80528   Iam writing in reference to complaint ID [redacted] for [redacted].  Ms. [redacted]...

was contacted byphone on August 26th, 2014. The call was from a representative whoexplained our services. It was during this call where Ms. [redacted] agreed to thepurchase and provided her preferred form of payment. During that call therepresentative explained the billing and even had Ms. [redacted] repeat the amountof monthly payments and initial price to ensure she fully understood thebilling and amount since we pre-pay for the service in advance.  On September 6th, 2014, Ms. [redacted]contacted our customer care department and requested that her monthly payment of$24.44 be refunded and services be cancelled. Her requests were honored and she was provided witha cancellation number of #215634. The payment of $24.44 was a pendingauthorization and released back into her account with 24 to 72 hours. Ms.[redacted] called again on September 8th, 2014 to confirm that heraccount was cancelled and that funds had been released which a customer carerepresentative verified and since then have not had any contact with Ms.[redacted] nor have we attempted to bill her. We advise Ms. [redacted] to refer toher bank statement or bank to find the company that is billing her. Our company considers this account closed. Should shehave any questions or concerns we will be more than pleased to discuss heraccount. Should you require any additional information, please feel free to contactme directly at [redacted]. Sincerely,   Tara P Customer Service Manager

October 16, 2014 Jay P.Revdex.com8020 S County Rd 5, Ste 100Fort Collins, CO 80528   Iam writing in reference to complaint ID [redacted] for [redacted].  There is no uncertainty that our office is openMonday through Saturday and Mr. [redacted] did speak with a representative onAugust 20th, 2014 which was a Saturday and the same day that he lefthis message. I will be more than happy to provide the documentation within thenext 24-72. I have already made request with achieve department. Our company considers this account closed. Should hehave any questions or concerns we will be more than pleased to discuss hisaccount. Should you require any additional information, please feel free to contactme directly at 1-855-514-0991. Sincerely,   T[redacted] Customer Service Manager

Complaint: [redacted]
I am rejecting this response because: I was not pleased with their response that I agreed to accept their terms of response time being 10 days. I re-iterated that it took 4daysfor me to receive notice of the trial period not counting weekends. They said that counted toward the 10day trial period, I said I made an attempt over the weekend to cancel leaving a msg. and was told the company was closed and they would respond on the next business day. I waited for a response the following Monday but had to call again on Tuesday  for an update that's when I spoke with someone about my concerns and was told I was too late to cancel the payment. That's when I decided to take this action. Their 10day trial and response time to me are tactical moves to charge for service you can not reject before the 10 day trial period. I think it's wrong to count weekends if the company is closed and you can't speak to a live representative to express your concerns period.     
Regards,
[redacted]

September 30, 2014 Marcy Sharf Revdex.com8020 S County Rd 5, Ste 100Fort Collins, CO 80528   Iam writing in reference to complaint ID [redacted] for [redacted].  Mr....

[redacted] was contacted by phone on August 1st,2014. The call was from a representative who explained our services. It wasduring this call where Mr. [redacted] agreed to the purchase and provided hispreferred form of payment. During that call the representative explained the billingand even had Mr. [redacted] repeat the amount of monthly payments and initial priceto ensure he fully understood the billing and amount since we pre-pay for theservice in advance. Mr. [redacted] received a second call from the verificationprocessing department on August 5th, 2014 where a representative re-explainedthe terms and conditions, sent emails, and provided contact information. Our office is open Monday through Saturday and wehave a live answering service. All messages are returned in the order they are received.In fact, Mr. [redacted] did speak with a representative on August 20th,2014 which was a Saturday. That is when Mr. [redacted]’s account was cancelled andhe was provided with a cancellation of 969906. The monthly payment wasprocessed August 11th, 2014 when the 10 day trial concluded. Duringthe call Mr. [redacted] never requested that a credit be issued and he agreed to besatisfied at the end of this call.  Our company considers this account closed. Should hehave any questions or concerns we will be more than pleased to discuss hisaccount. Should you require any additional information, please feel free to contactme directly at 1-855-514-0991. Sincerely,   [redacted]Customer Service Manager

I think it is important to inform you that I was fully refunded my money and was called by someone from the doctors on demand arm of the company to explain the mix-up.  I am fully satisfied by the outcome and think the company is remiss by not explaining their follow-up to you.  I think it...

was a genuine misunderstanding  between us and I have no animosity toward them.
 
Sincerely,
 
[redacted] A. [redacted]