Initial Business Response /* (1000, 5, 2014/03/28) */
Hello,
My name is [redacted] with the customer support team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I'm sorry for the confusion you've...
experienced with our site. The payment receipt sent to you on 3/20/2014 is the only form of receipt we offer.
Answers of Experts on the Site are provided by Experts and are to be used by Customers for general information purposes only, not as a substitute for in-person evaluation or specific professional (medical, legal, veterinary, tax, financial, etc.) advice. For example, Experts in the Legal category will provide only general information about the law, and will not provide legal advice nor propose a specific course of action for a Customer; by answering questions, Experts do not form attorney-client or doctor-patient relationships with Users of the Site. The laws, regulations, other governing authorities, standards, practices and procedures that apply to your particular question may differ depending on your location and information typically discovered through in-person evaluations or visits. Experts in some categories may be licensed, certified, educated, employed by or have experience in only particular jurisdictions.
No professional-client relationships shall be formed on the Site.
Communications on this Site are not confidential and shall not be the subject of any associated privileges. Communications on this Site are limited, as described above, do not involve in-person evaluations or visits, and do not include safeguards and procedures typical of in-person evaluations and visits.
Before you can interact with an Expert, you will be required to agree to a Disclaimer reminding you of these and other important provisions of the Terms.
Upon reviewing your account, I see that you enrolled into the 5 question per month subscription plan. This plan allows you to post 5 questions per billing cycle. Please send to me a screenshot of the message that you received so that I may further investigate. Also, your account shows that you have only posted one question thus far.
I look forward to your reply. Please let me know if there is anything else I may assist you with and I would be happy to help.
Warm regards,
[redacted]
Customer Support Supervisor
Initial Business Response /* (1000, 7, 2014/07/18) */
Hello,
My name is [redacted] with the customer support team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I'm sorry for the problems you've...
experienced with our site. I've sent an email to both you and Ms. [redacted] regarding this issue as a follow-up to your email conversation with our customer support team.
The offer you accepted on our site back in 2012 was for a monthly subscription program that came with a free trial. The details of the subscription and trial are shown on the on-screen offer. Furthermore, I have checked the email history for the email that was registered to this account and see that we sent an initial email back in July 2012 confirming the subscription and have sent a total of 18 additional emails in each month that followed informing you of the subscription charges.
We offer a 30-day refund policy but, as a courtesy, I have processed 6 months of subscription payments for a total refund of £216. The funds will be returned to the card issuer, as you've mentioned that the card has since been closed, and you will need to contact the card issuer to determine how those funds will be returned or credited to you.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
[redacted]
Customer Support Supervisor
Initial Consumer Rebuttal /* (3000, 10, 2014/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Leila, I acknowledge recepit of the partial refund but my original complaint stands, i.e. that I was not made aware that I had entered into any regular commitment. The remaining £540 is a great deal of money that was not elicited by straightforward means. As an academic I extremely alert to documentation and potential pitfalls and have not personally been deceived in this way before. I must also inform you that I received no emails about payments from my account therefore your company needs to check their records and, I suggest, ask 'subscribers' to confirm their knowing subscription.
For my own sake as well as that of others who are less aware I do not accept that the sum returned is adequate since no subscription payments were made with my agreement, even if inadvertent or by default. I am pleased that you have changed your procedure but it does not address the malpractice since I neither asked for or received any service or benefit throughout the 18 months of deductions.
Regards.
Final Consumer Response /* (4200, 15, 2014/08/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
(I did respond to JustAnswer's contribution on 6.8.14 but I think it must have been lost on the Revdex.com site, so this is a repreat.)
Thank you very much for your continuing engagement with this matter. I have received from JustAnswer a partial refund but am upholding my original complaint, i.e. that I was not made aware I had entered into any regular commitment and did noy need or wish to.
The remaining £540 was ALSO not elicited by straightforward means. As an academic I am highly alert to documentation and potential pitfalls and have not personally been deceived in this way before. I received no emails about payments from my account nor asked to confirm knowing subscription before providing the service.
This is malpractice since £540 remains unaccounted for as I neither asked for or received any service or benefit from JustAnswer throughout 18 months of deductions; no subscription payments were made with my agreement. I require this matter be addressed IN FULL by JustAnswer for reasons of ethics and morality.
Final Business Response /* (4000, 19, 2014/09/24) */
Hello,
Thank you for your reply.
It seems there is some confusion about the information I've shared with you related to our subscription. You mentioned changes to the site and subscription offer, however, the only thing different between the subscription offer you enrolled to and the offer today is the length of the free trial. When you enrolled in 2012 the offer was a monthly recurring subscription with a 30-day free trial and two options to decline the offer.
I understand that some customers agree to terms that they haven't fully read or understood and later wish they weren't responsible for the terms to which they agreed, however that is not the fault of JustAnswer as the subscription offer is transparent and customers are given the choice to decline.
As a courtesy, I have processed three additional refunds of £36 which will be returned to the card issuer. Again, since the card associated with these charges is closed, you will need to contact your card issuer to determine how those funds will be returned to you.
The remaining charges are over one year old and we're unable to process the refunds back to your card issuer. We're willing to write a check to you a check for the remaining charges for a full refund of subscription payments but will need your full name and mailing address. Because your complaint is public, please send the information requested directly to me at [redacted]@justanswer.com.
Once I have received your information, I will request a check to be delivered to the address provided.
Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
[redacted]
Customer Support Supervisor
Initial Business Response /* (1000, 5, 2014/03/28) */
Hello,
My name is [redacted] with the customer support team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I'm sorry for the confusion you've...
experienced with our site. The payment receipt sent to you on 3/20/2014 is the only form of receipt we offer.
Answers of Experts on the Site are provided by Experts and are to be used by Customers for general information purposes only, not as a substitute for in-person evaluation or specific professional (medical, legal, veterinary, tax, financial, etc.) advice. For example, Experts in the Legal category will provide only general information about the law, and will not provide legal advice nor propose a specific course of action for a Customer; by answering questions, Experts do not form attorney-client or doctor-patient relationships with Users of the Site. The laws, regulations, other governing authorities, standards, practices and procedures that apply to your particular question may differ depending on your location and information typically discovered through in-person evaluations or visits. Experts in some categories may be licensed, certified, educated, employed by or have experience in only particular jurisdictions.
No professional-client relationships shall be formed on the Site.
Communications on this Site are not confidential and shall not be the subject of any associated privileges. Communications on this Site are limited, as described above, do not involve in-person evaluations or visits, and do not include safeguards and procedures typical of in-person evaluations and visits.
Before you can interact with an Expert, you will be required to agree to a Disclaimer reminding you of these and other important provisions of the Terms.
Upon reviewing your account, I see that you enrolled into the 5 question per month subscription plan. This plan allows you to post 5 questions per billing cycle. Please send to me a screenshot of the message that you received so that I may further investigate. Also, your account shows that you have only posted one question thus far.
I look forward to your reply. Please let me know if there is anything else I may assist you with and I would be happy to help.
Warm regards,
[redacted]
Customer Support Supervisor
Initial Business Response /* (1000, 7, 2014/07/18) */
Hello,
My name is [redacted] with the customer support team at JustAnswer. I received a copy of your complaint filed through the Revdex.com and I'd like to help with your concerns.
Firstly, I'm sorry for the problems you've...
experienced with our site. I've sent an email to both you and Ms. [redacted] regarding this issue as a follow-up to your email conversation with our customer support team.
The offer you accepted on our site back in 2012 was for a monthly subscription program that came with a free trial. The details of the subscription and trial are shown on the on-screen offer. Furthermore, I have checked the email history for the email that was registered to this account and see that we sent an initial email back in July 2012 confirming the subscription and have sent a total of 18 additional emails in each month that followed informing you of the subscription charges.
We offer a 30-day refund policy but, as a courtesy, I have processed 6 months of subscription payments for a total refund of £216. The funds will be returned to the card issuer, as you've mentioned that the card has since been closed, and you will need to contact the card issuer to determine how those funds will be returned or credited to you.
I hope that I have resolved your concerns to your satisfaction. Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
[redacted]
Customer Support Supervisor
Initial Consumer Rebuttal /* (3000, 10, 2014/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Leila, I acknowledge recepit of the partial refund but my original complaint stands, i.e. that I was not made aware that I had entered into any regular commitment. The remaining £540 is a great deal of money that was not elicited by straightforward means. As an academic I extremely alert to documentation and potential pitfalls and have not personally been deceived in this way before. I must also inform you that I received no emails about payments from my account therefore your company needs to check their records and, I suggest, ask 'subscribers' to confirm their knowing subscription.
For my own sake as well as that of others who are less aware I do not accept that the sum returned is adequate since no subscription payments were made with my agreement, even if inadvertent or by default. I am pleased that you have changed your procedure but it does not address the malpractice since I neither asked for or received any service or benefit throughout the 18 months of deductions.
Regards.
Final Consumer Response /* (4200, 15, 2014/08/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
(I did respond to JustAnswer's contribution on 6.8.14 but I think it must have been lost on the Revdex.com site, so this is a repreat.)
Thank you very much for your continuing engagement with this matter. I have received from JustAnswer a partial refund but am upholding my original complaint, i.e. that I was not made aware I had entered into any regular commitment and did noy need or wish to.
The remaining £540 was ALSO not elicited by straightforward means. As an academic I am highly alert to documentation and potential pitfalls and have not personally been deceived in this way before. I received no emails about payments from my account nor asked to confirm knowing subscription before providing the service.
This is malpractice since £540 remains unaccounted for as I neither asked for or received any service or benefit from JustAnswer throughout 18 months of deductions; no subscription payments were made with my agreement. I require this matter be addressed IN FULL by JustAnswer for reasons of ethics and morality.
Final Business Response /* (4000, 19, 2014/09/24) */
Hello,
Thank you for your reply.
It seems there is some confusion about the information I've shared with you related to our subscription. You mentioned changes to the site and subscription offer, however, the only thing different between the subscription offer you enrolled to and the offer today is the length of the free trial. When you enrolled in 2012 the offer was a monthly recurring subscription with a 30-day free trial and two options to decline the offer.
I understand that some customers agree to terms that they haven't fully read or understood and later wish they weren't responsible for the terms to which they agreed, however that is not the fault of JustAnswer as the subscription offer is transparent and customers are given the choice to decline.
As a courtesy, I have processed three additional refunds of £36 which will be returned to the card issuer. Again, since the card associated with these charges is closed, you will need to contact your card issuer to determine how those funds will be returned to you.
The remaining charges are over one year old and we're unable to process the refunds back to your card issuer. We're willing to write a check to you a check for the remaining charges for a full refund of subscription payments but will need your full name and mailing address. Because your complaint is public, please send the information requested directly to me at [redacted]@justanswer.com.
Once I have received your information, I will request a check to be delivered to the address provided.
Please let me know if there is anything else I may assist you with and I would be happy to help.
Best regards,
[redacted]
Customer Support Supervisor