Proactiv Company Reviews (%countItem)
Proactiv Company Rating
Address: 100 N Sepulveda Blvd #1400, El Segundo, California, United States, 90245-5602
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Proactiv billing and collections for fraudulent charges to my hacked credit card.
My credit card was hacked and there were 2 unauthorized, fraudulent charges from Proactiv dated 6/25/19 for $156.85 and 6/28/19 for $134.82. I notified my card issuer on 6/30/19 who immediately cancelled the card. Merchants are notified of disputed transactions. Once the card issuer's investigation of the dispute was complete, the charges were removed.
I received 2 mail pieces from you. Both addressed to me at ***, which is my CONFIRMED shipping address. The first for order #*** customer # ***. Shipping address, my name at ***, ***-***. Fraudulent order and address, no dollar amount. The second for order #*** customer #***. Shipping address, my name at *** OR ***. Again, fraudulent order and address, no dollar amount. Out of curiousity, I looked up those addresses online. Both are hotels.
Received a Proactiv bill, the first dated 7/17/19 addressed to me at ***, in the amount of $336.54 for the SAME unauthorized, fraudulent order #***. Billed for one , what ever that means. It says I'm receiving these bills because payment could not be authorized by my card issuer. Correct. Charges to hacked, cancelled credit cards are instantly declined by the issuer.
You are the only merchant pursuing payment for unauthorized, fraudulent charges on my credit card. I've never ordered anything from you. I've never opened an account with you. I've never received any shipments of any kind from you. The only thing I have received from you are the 2 mail pieces and bills.
I've received notice on 1/10/20 that order #*** in the amount of $336.54 has been sent to North Shore Agency for collection. If any of this claimed debt is reported to any credit bureaus, I will do what is necessary to clear my name of this deformation under the Federal Fair Credit Reporting Act.
I want the bill for order #*** recalled from North Shore Agency collections. I want any and all claimed debt placed in my name reduced to $0. If there are any accounts that were opened in my name, I want them closed out.
Date: 02/06/20
Complaint ID: ***
Account Number: ***
File Number: ***
Dear ***,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
We regret to learn that you may have been on the receiving end of suspicious activity. Please understand that this was not within our control.
Our records reflect that someone enrolled for automatic shipments of Proactiv(r) on June 25, 2019 with your billing information and customer #***. At that time, an initial shipment, a 90-day supply, was sent for a total of $336.54, and the first installment of $156.84 was billed to the credit card provided. This charge was subsequently reversed in full on July 15, 2019 by your financial institution, and the remaining order balance of $179.70 was cleared.
Our records reflect that someone also enrolled for automatic shipments of Proactiv(r) on June 27, 2019 with your billing information and customer #***. At that time, an initial shipment, a 90-day supply, was sent for a total of $314.52, and the first installment of $134.32 was billed to the credit card provided. A refund of $89.85 was subsequently issued on July 10, 2019, with the remaining amount of $44.97 being reversed on July 18, 2019 by your financial institution, and the remaining order balance of $179.70 was cleared.
On July 11 & 15, 2019, respectively, the 2 Proactiv(r) accounts in your name were cancelled and flagged as Suspicious Activity to ensure the accounts cannot be reopened.
Please rest assured that both accounts are closed with zero balances, and with nothing further to be shipped or billed. Furthermore, North Shore Agency was notified to remove both accounts from collections. Please consider any invoices received after the date of this correspondence as having crossed in the mail.
Sincerely,
***
Consumer Affairs
(The consumer indicated he/she ACCEPTED the response from the business.)
Requested to stop service, was told it was stopped, but continue to get charged.
I have called 3 times to cancel the service, and was told that it was stopped and would not get billed anymore, yet I got charged again and again. Very unprofessional customer service, and fraudulent charges not being refunded and service cancellation not being honored.
I want my money back!!
Date: 01/24/20
Complaint ID: ***
Account Number: ***
File Number: ***
Dear ***,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect that a new enrollment was submitted online for automatic shipments of Proactiv(r) on September 4, 2019, in the name of ***. At the time of purchase, customers are provided the option to either begin with the standard 30-Day Entry supply or a 90-Day supply. At the time of ***'s initial purchase, the option to begin with a 90-Day supply was selected. We regret if it was not their intent to select this option. The first 90-day supply was sent for a total of $59.85, to be billed in 3 installments over 30-day billing cycles. The first installment of $19.95 was billed at the time of shipping, with the remaining 2 installments of $19.95 each being billed on October 5 and November 4, 2019, respectively.
On a November 4, 2019 phone call, postponement of the next shipment was selected.
On 1/5/2020, per a telephone request, the account was cancelled, and records indicate no prior cancellation request on file. Unfortunately, the next order had already processed and could not be stopped from being shipped, and on January 6, 2020, per the terms of the agreement, ***'s second shipment, a 90-day supply was sent for a total of $68.82 (including $8.97 s&h) to be billed in 3 installments over 28-day billing cycles. The first installment of $22.94 was billed at the time of shipping, leaving a remaining balance of $45.88.
In an effort to fully resolve this matter, a refund of $22.94 has been issued, and the remaining balance of $45.88 for your second shipment has been cleared. Please allow 3 to 5 business days for the funds to post.
The Proactiv(r) account in the name of *** is now closed with nothing further to be shipped or billed.
Sincerely,
***
Consumer Affairs
I purchased a product thru eBay and they said don't have to worried about subscription and I paid *** and now they sending a invoice for ***
They now are charging *** plus the *** already paid for it. They are making fraud with people buying thru eBay and sending the bill to collection. They need to be stopping doing this to people I saw to many complain about this and for not cancel the subscription. I was victim of fraud..
I want an invoice to showing zero balance and cancel the subscription because I never signed a subscription contrat Ibought one time only
Date: 02/06/20
Complaint ID: ***
Account Number: ***
File Number: ***
Dear ***,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
We regret to learn that you may have been on the receiving end of suspicious activity. Please understand that this was not within our control.
Our records reflect that someone enrolled for automatic shipments of Proactiv(r) on November 19, 2019 with your billing information. At that time, an initial shipment, a 90-day supply, was sent for a total of $104.84, and was billed to the credit card provided. This charge was subsequently reversed in full on December 17, 2019 by your financial institution, leaving a remaining order balance of $104.84.
On December 31, 2019, the Proactiv(r) account in your name was cancelled, flagged as Suspicious Activity to ensure the account cannot be reopened, and the order balance of $104.84 was cleared.
Please rest assured that the account is closed with a zero balance, and with nothing further to be shipped or billed.
Sincerely,
***
Consumer Affairs
Hi all! I've, satisfactorily, used Proactiv for many years and it's unfortunate that it's come to this, but I'm looking for some advice. In 2017, I decided to cancel my subscription, because I started using a new product. I called and talked to Customer Service and explained that I am canceling my subscription. I requested that they send me email confirmation. I received an email on September 23, 2017 confirming cancellation and notifying me that I have an outstanding balance of $134.42. I expected that that amount would be debited from my account and that my subscription to Proactiv would be terminated effective September 23, 2017.
In 2018, I received a notification of shipment, so I logged in to my account, and I realized that my shipments never stopped. In fact, after I cancelled my subscription on September 23, 2017 (timestamped in an email), I received shipments continuing from October 19, 2017. In 2018, without knowing how to cancel, I reduced my subscription to two products (which I haven't been using, because I wanted to cancel my subscription). I just called customer service, and I asked if my account was ever cancelled and they said no. I understand that this timeline may not make sense, because it's been so long, but I have work and school and family and I travel, so I just wasn't on top of it. Truthfully, I expected that once I canceled (in 2017) that that would be the end of it. I need guidance on how to cancel the Proactiv subscription permanently. Also, I feel weird that I was charged >$100/quarter for a product that I wasn't using and shouldn't have been receiving.
I see that other customers have experienced similar issues when trying to cancel. As a service to customers, it would be much simpler if there was an option to cancel the subscription online. As Proactiv is a California company and I'm based in Massachusetts, I'm not sure of my consumer rights. Any guidance from this community would be much appreciated?
(Also, I am forced to leave a star-rating to leave a review. I'm leaving 1-star not for the quality of the product, but for the business practices and my experience canceling my account.)
Dear Regina,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
Your customer service experience has been reviewed and will be used to improve our service going forward.
We understand that your original intent was to cancel previously in 2017; regrettably, we have no record of having received a request to cancel prior to 2019. As a result, replenishment orders continued to be sent as scheduled.
Please be advised, all future orders have now been canceled. Your Proactiv�® account is closed and nothing further will be billed or shipped.
Should you have additional questions regarding this, please feel free to contact me directly.
Sincerely,
*** D.
Consumer Affairs
Thank you for your response. *** D., how can I contact you (i.e., email). I'd like to share the email receipt that proves that I was told that the account was cancelled. This may be helpful in your attempt to improve your systems and processes.
Dear Regina,
Thank you for your response and the opportunity to respond.
Our records indicate your account was automatically cancelled in 2017 due to a payment issue.
Per your request, your account was reactivated in October 2017. As a result, replenishment orders continued to be sent as normal.
Please know that your Proactiv account is closed. Nothing further will be billed or shipped.
If you would like a member of our *** to reach out to you for further assistance, we can arrange a call to be made.
Sincerely,
*** D.
Consumer Affairs
After having success with Proactiv over a decade ago, I wanted to gift a membership to a close friend with unrelenting acne issues. I placed the order at the end of October, with the shipment set to be mailed to my friends address, but for my address to be billed. Package was never received and there was no helpful information explaining anything on the company's website. Several weeks later I had a conversation with a representative via messaging on the company's website. The representative told me that my account my flagged as suspicious and I was listed that I should not be contacted. No explanation was given. I told the representative just to cancel the order, but she convinced me not to, stating that a representative would call me in the next 2 days. Phone call was not received until a few weeks later, and I was told by the representative that the order could not be shipped because the shipping name and address was different from the billing name and address. I am still very peeved about this, as I should have been notified about this much much earlier (at the time of my order, for example). Why give the option on Proactiv's website to place an order online using a different name and address for billing and shipping (as long as the billing address matches the credit card name and address, of course), but then not allow the gift to be shipped? Why would a company choose to ignore an order placed on their website, and not try to resolve the assumed "suspicious activity?" I had thought briefly about placing a new order, and having it just shipped to my house; however, if this is how Proactive does business, I want no part of it. I have told several others about my experience, and after reading all these negative reviews and complaints on Revdex.com, it appears I luckily dodged a bullet (especially since my credit card was never billed).
Dear Donielle,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
To help reduce potential credit card fraud, orders placed online undergo additional security reviews to ensure validity. Unfortunately, this delayed your order to an unacceptable level. Thanks to your help, we are working with our Customer Service teams to communicate delays more effectively in the future. Despite this unfortunate experience, we hope that you will give us another chance to make this right moving forward.
Sincerely,
*** D.
Consumer Affairs
Customer Service is horrible. Placed a 90 Supply after "joining" auto ship service. Had to call three days in a row to confirm it was shipping overnight, that day. Never shipped. Each day I called was a different reason and empty apologies. Did NOTHING to correct the problem. Customer Service staff are entry level, confused and inexperienced to handle the business. Probably not their fault but they are the front line staff and do not make a good impression or solve any issues. They say they do not charge your card until your order ships, yet my credit card was charged three days ago.
Dear Joanne,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
To help reduce potential credit card fraud, orders placed online undergo additional security reviews to ensure validity. Unfortunately, this delayed your order to an unacceptable level. As an apology, we sent a complimentary order to make up for the delay and, thanks to your help, we are working with our Customer Service teams to communicate delays more effectively in the future. Despite this unfortunate experience, we sincerely hope that the product is working for you and we hope that you will give us another chance to make this right moving forward.
Your full size shipment is scheduled to ship approximately 28 days from this complimentary shipment and we're here to help if you have any questions.
Sincerely,
*** D.
Consumer Affairs
Fraudulent charges made to my bank account on 3 separate occasions. I have never contacted or ordered anything from this company.
I became aware of a charge made to my bank account in August 2019. I called my bank to inquire and was told that it was the third charge that had been made - the first was in February 2019, the second in May of 2019. I advised them that I have never contacted Proactiv for anything and that the charges were fraudulent. I was advised that the charges would be reversed and investigated and to contact Proactiv.
In speaking with Proactiv I was advised that there were as account in my name with a shipping address in ***. I advised them that I have not lived in *** at any point and did not know anyone there, and most importantly I had never contacted their company. I was told that this account would be flagged but was not provided any further information or details.
Since then my bank has reversed the charges and put them back on my account, which I am pursuing but I need to be made whole by someone in this equation, because none of these charges are valid and this is theft.
I would like my money and associated bank charges refunded to me and that my name be deleted from their system.
Date: 12/17/19
Complaint ID: ***
Account Number: ***
File Number: ***
Dear ***,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
We regret to learn that you may have been on the receiving end of suspicious activity. Please understand that this was not within our control.
Our records reflect someone enrolled for automatic shipments of Proactiv(r) on February 25, 2019 with your billing information. At that time, an initial shipment, a 90-day supply, was sent for a total of *** and was billed to the credit card provided.
On May 20, 2019, a second shipment was sent for a total of *** and was billed to the credit card on file.
On August 12, 2019, a third shipment was sent for a total of *** and was billed to the credit card on file.
On August 15, 2019, your financial institution reversed the payment for the second shipment. We also received the first notice from you that this was an unauthorized account in your name. At that time, your account was cancelled and flagged as Suspicious Activity to prevent further activity and to ensure the account cannot be reopened.
On August 19, 2019, your financial institution reversed the payment for the third shipment.
Please contact your financial institution concerning the charge for the initial shipment which they have not reversed, and for the return of any bank fees they charged you as a result of or were associated with this process.
Please rest assured this account is closed with a zero balance, with nothing further to be shipped or billed.
Sincerely,
***
Consumer Affairs
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the response, however, if this is what you told my bank this is part of the reason that they reversed my refund. Did you inform them that it was shipped to an address that I have never been associated with? Reading this it makes it appear that it was shipped to me, in the state that I live in.
I would like a copy of what was provided to my financial institution as part of their investigation.
Complaint Response Date bumped because: Holiday
Date: 01/16/20
Complaint ID: ***
Account Number: ***
File Number: ***
Dear ***,
Thank you for the opportunity to respond.
We do not provide any account details to anyone other than the account holder and no information was provided from us to your financial institution for the said investigation.
All chargebacks presented to us from your financial institution were promptly accepted by our Billing Department.
Please contact your financial institution directly for further assistance regarding their reversal of funds.
Sincerely,
***
Consumer Affairs
I called Proactiv Customer Service and requested to cancel my subscription and account. I explained to the customer service representative that I no longer wanted the subscription or account because we received military orders, and would be moving out of country. The gentleman gave me the speel about cancelling, I told him that I still wanted to cancel. He told me my account was cancelled. Fast forward to 10/30. I noticed a charge on my account from proactiv. I thought that was odd, because I had cancelled my account. I meant to call Proactiv, but my son became ill and I was unable to call right away. On 11/1, I received a package on my doorstep, from Proactiv. I then called Proactiv, and spoke to a service representative named ***. I told him I was upset that my account was not cancelled, that I'm in the middle of a move, and that I didn't authorize this transaction because I cancelled my account and subscription. *** told me he didn't have record of that. I told him I called in August and cancelled my account and that this was . I told him I didn't authorize the transaction and I wanted my money back. He told me that a mailing label would be mailed to me in 7-10 business days. I told him this was unacceptable - that Amazon gets you a return label via EMAIL in less than 30 seconds, and I didn't understand why I have to wait 7-10 business days. I'm also confused why I'm having to go through the inconvenience of returning a product, while I'm in the middle of an oconus military move, to return a product I didn't even purchase or want. He told me if I didn't return it, I'd be charged my remaining balance of *** (totally approximately *** I told him my mail was being forwarded in a few days and that I would receive the label in time to have it mailed back before I moved. *** didn't provide a rectifiable solution.I asked to speak to his supervisor, and after a minute he told me that there was no one available and that I'd get a 'call back' in 36-48 hours. I argued with him over the phone on how that was hard to believe that on a Friday, mid afternoon, there was NO ONE available to speak to me. I'm extremely displeased and upset. I don't understand why when I cancelled my account, Proactiv continued to keep not only the account open but the subscription (I was on a 90-day rotating subscription), and to process orders that I didn't want (obviously because I cancelled my account previously). I'm also confused why I couldn't just get a refund of my money for the inconvenience. I'm also confused why they can't EMAIL ME a label, and why I have to wait 7-10 business days .. It's the yea 2-0-1-9! I get return labels from businesses ALL THE TIME electronically. Get with the times PROACTIV.
Product_Or_Service: Unathurozied Purchase
Other (requires explanation) I would like a FULL refund, and I would like an electronic return label sent to me IMMEDIATELY. I don't think I should be forced to make the time to go to the post office to return a product I didn't even buy.. its an inconvenience to me at this time while I'm in the middle of a military move. I'm a military veteran myself, and a active duty military spouse. I have two kids, one on the way, and my husband is gone. I have other things to be dealing with besides Proactiv and their archaic procedures for refunding someone's money!
XXXXX-XXXX
Date: 12/08/19
*** XXXXXXXXXA
Dear ***,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect that you enrolled online for automatic shipments of Proactiv(r) on August 2, 2015.
On August 7, 2019, your twelfth shipment, a 90-day supply, was sent for a total of *** (including *** s&h) to be billed in 3 installments over 28-day billing cycles. Your first installment of *** was billed at the time of shipping, leaving a remaining balance of ***
On August 8, 2019, per your telephone request, your account cancellation was processed, and the remaining balance of *** was billed as requested. Unfortunately, due to a technical issue, the cancellation process successfully. We regret any inconvenience.
On October 30, 2019, your thirteenth shipment, a 90-day supply, was sent for a total of *** (including *** s&h) to be billed in 3 installments over 28-day billing cycles. Your first installment of *** was billed at the time of shipping, leaving a remaining balance of ***
On November 1, 2019, per your telephone request, your account was successfully cancelled, and on November 4, 2019, a full refund of the first installment of *** for your thirteenth shipment was issued and the remaining balance of *** was cleared.
There is no need to return your thirteenth shipment. Please keep it with our compliments.
Your Proactiv(r) account is closed with nothing further to be shipped or billed.
Sincerely,
***
Consumer Affairs
(The consumer indicated he/she ACCEPTED the response from the business.)
Issue was resolved. Thank you.
Tried to cancel Proactiv, but they keep sending products and invoices.
I've been wanting to cancel Proactiv for years. My kids don't use this anymore. In August I sent them a letter to requesting immediate cancellation, but did not receive any acknowledkedgement. They continue to send products and invoices. I need this subscription cancelled immediatley. A letter is sufficient legal notice.
I want my subscription cancelled immediately. I want to return to last shipment and an invoice cancellation.
Date: 11/26/19
Complaint ID: ***
Account Number: ***
File Number: ***
Dear ***,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect that you enrolled online for automatic shipments of Proactiv(r) on October 29, 2014. We regret we have no record of a cancellation request prior to this inquiry, neither by phone or by postal.
On October 7, 2019, your seventeenth shipment, a 90-day supply, was sent and invoiced for a total of $100.73 (including $8.97 s&h, and $6.91 MN Sales Tax).
As a gesture of goodwill and in an effort to fully resolve this matter, the remaining balance of $100.73 for your seventeenth shipment has been cleared and your account now reflects a zero ($0.00) balance.
Your Proactiv(r) account is now closed with nothing further to be shipped or billed.
Sincerely,
***
Consumer Affairs
I just received a past due invoice on 10/30/19 from Proactiv dated 10/21/19 stating that I owe *** I never ordered Proactive and never received a package at my address.
I received a notice dated 9/19/19 addressed to me, stating that a shipment will be delivered to a *** at *** This address is "***" and this name is bogus.
I received a notice addressed to me stating that a shipment will be delivered to a *** at *** This address is the " ***", and this name is bogus.
I called *** Mastercard for two charges from Proactive on my credit card that I never ordered - one from 9/17/19 for *** and 9/24/19 for another *** They investigated, reversed the charges and cancelled my credit card. Now today, I received the past due notice I mentioned at the beginning of this complaint, stating "your payment was not authorized". This letter was from a "***, Customer Service Manager"
Desired outcome: 1. I will not be falsely placed in collections 2. My high credit score will not be damaged 3. I will no longer receive communication from Proactive or be harassed by them 4. Close my fabricated customer # XXXXXXXX 5. Shut them down please.
XXXXX-XXXX
Date: 11/13/19
Complaint ID: XXXXXX
Account Number: XXXXXXXX
File Number: XXXXXXXXXA
Dear ***,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
We regret to learn that you may have been on the receiving end of suspicious activity. Please understand that this was not within our control.
Our records reflect someone enrolled for automatic shipments of Proactiv(r) with your billing information.
On October 17, 2019, a chargeback was received for the shipment which was sent on the account created in your name. As we had not been previously notified that this charge had not been authorized by you and we had no context for the chargeback, the balance was added back to your account and billing statements began mailing. We regret if this caused any inconvenience.
In an effort to resolve this matter, the Proactiv(r) account in your name has been flagged as Suspicious Activity to prevent further unauthorized activity, and to ensure the account cannot be reopened. Please consider any invoices received after the date of this correspondence as having crossed in the mail.
Please rest assured this account is closed with a zero balance, with nothing further to be shipped or billed.
Sincerely,
***
Consumer Affairs
I was fraudulently charged on my debit card for Proactiv.
r XXXXXXX and an ***
Checking my bank account one day I discovered a charge for*** from ProActiv. I immediately called my bank and had my card canceled and I disputed the charge. I then got a notification in the mail that I had enrolled in the Proactiv subscription service. I had a c
It also showed the name of a person in *** that would be receiving the products that I never ordered. I called Proactiv and was bounced around to different people but never got to actually talk to their fraud person. So I now will be billed for a subscription that I never ordered in the first place. These business practices are ridiculous and I know this is a giant scam.
Deleted account and no further billing for a product I never ordered.
XXXXX-XXXX
Date: 11/13/19***
Dear ***,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
We regret to learn that you may have been on the receiving end of suspicious activity. Please understand that this was not within our control.
Our records reflect someone enrolled for automatic shipments of Proactiv(r) on October 19, 2019 with your billing information. At that time, an initial shipment, a 90-day supply, was sent for a total of *** and was billed to the credit card provided.
On October 21, 2019, the Proactiv(r) account in your name was cancelled and flagged as Suspicious Activity to ensure the account cannot be reopened.
Please rest assured this account is closed with a zero balance, with nothing further to be shipped or billed.
Sincerely,
***
Consumer Affairs
(The consumer indicated he/she ACCEPTED the response from the business.)
I am pleased with the result.
I placed an order about 6 months ago with proactive solutions skincare company. the company charged my checking account each month *** for a one time order that was supposed to have been *** however they was supposed to compensate that order with an with a few single products and they did not. called them on 10/2/2019 to let them know do not take any more money from my account.I explained to the representative I could not continue to pay for products not received, and I was told they would not take any take any money from my account. However on 10/23/2019 this company took *** and put my account in default of unsufficient funds in my checking account. It caused me to stop payment on any future payments that they were attempting to take from my account. This caused a big headache with my bank. I has taken out cash for the grocery store at the say time they were charging my account with this product again. I spoke with a representative there three times and got three different answers. Now they claimed an order was shipped to be received on 10/23/2019 never got the order and if I do I told the representative I would send it back.
Other (requires explanation) A refund on the skincare solution I never received from the first order that should have been jusy $79.00 for the first order and not $114.00.
Date: 11/11/19
Complaint ID: ***
Account Number: ***
File Number: ***
Dear ***,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect that you re-enrolled online for automatic shipments of Proactiv(r) on June 30, 2019. At that time your initial shipment, a 30-day supply, was sent for a total of *** (including *** s&h, and *** MD Sales Tax) and was billed to the credit card provided.
On August 1, 2019, your second shipment, a 90-day supply, was sent for a total of *** (including *** s&h, and *** MD Sales Tax) to be billed in 3 installments over 30-day billing cycles. Your first installment of *** was billed at the time of shipping, with the remaining 2 installments of *** each being billed on September 1, and October 1, 2019, respectively.
On October 23, 2019, your third shipment, a 90-day supply, was sent for a total of *** (including *** s&h, and *** MD Sales Tax) and was billed to the credit card provided.
Also, on October 23, 2019, per your telephone request, your account was cancelled.
On October 30, 2019, a chargeback was received from your financial institution for the full amount of your third shipment in the amount of ***
As a gesture of goodwill and in an effort to fully resolve this matter, we have accepted the chargeback from your financial instruction, allowing the funds to be returned to your account.
Your Proactiv(r) account is closed with a zero balance. Nothing further to be shipped or billed.
Sincerely,
***
Consumer Affairs
I do not have an account with this company and have not received services from them yet the continue to bill me.
This company is wrongfully charging me
Please stop contacting me and trying to sell me your product. I am not interested.
XXXXX-XXXX
Date: 11/11/19
Complaint ID: XXXXXX
Account Number: XXXXXXX
File Number: XXXXXXXXXA
Dear ***,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect that you enrolled online for automatic shipments of Proactiv(r) on February 10, 2019.
On September 11, 2019, your fourth shipment, a 90-day supply, was sent for a total cost of *** (including *** s&h and *** PA Sales Tax) to be billed in 3 installments over 28-day billing cycles.
Also, on September 11, 2019, per your telephone request, your account was cancelled. While we were unable to prevent the shipment from being sent, we were able to cancel the billing schedule, leaving a remaining balance of *** pending return of the shipment. To date, we have no record of this shipment being returned for credit.
However, as a gesture of goodwill and in an effort to fully resolve this matter, the remaining balance of *** for your fourth shipment has been cleared. Please consider any billing statements received after the date of this correspondence as having crossed in the mail.
Your Proactiv(r) account is closed with no further balance owed. Nothing additional will be shipped or billed.
Sincerely,
***
Consumer Affairs
(The consumer indicated he/she ACCEPTED the response from the business.)
Please note that while I am glad you are resolving the billing issue, I have never ordered nor have I ever received any products from your company. I have also never paid for any products, or called your company. Whomevers account you have my name associated, with is incorrect.
No product unhelpful "customer service" and being charged!
I had a 90 day subscription that cost *** I made the first of 3 payments of *** on October 10th. On October 16th I was informed by the USPS that my *** package was lost. I notified Proactiv and they did not seem to care. I told them to cancel my account and they said I still owe *** I never got anything from them and my account was canceled! I told them I want a refund and they never answered me ! I will charge this back if I have to but they should make this right! *** XXXX XXXX XXXX XXXX XXXX XX
I want a refund of the first payment and no additional charges for a product I never got ! This account is closed and I never got what I made a 1st payment on so I should NOT be charged at all!
l
***, *** XXXXX-XXXX
***
Dear ***,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect that you enrolled online for automatic shipments of Proactiv(r) on September 12, 2019.
On October 10, 2019, your second shipment, a 90-day supply, was sent for a total of *** (including *** s&h, and $6.11 GA Sales Tax) to be billed in 3 installments over 28-day billing cycles. Your first installment of *** was billed at the time of shipping, leaving a remaining balance of ***
On October 17, 2019, we received communication by chat that you had not received your second shipment, at which time a replacement was processed. We regret that due to a technical issue, only one replacement item was sent on October 18, 2019, a Green Tea Moisturizer.
On October 18, 2019, per your email request, your Proactiv(r) account was cancelled.
On October 23, 2019, your financial institution reversed your first installment of $40.05 for your second shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $107.93 due and *** to Proactiv(r).
In an effort to resolve this matter, we have removed the remaining balance of $107.93 for your second shipment.
Your Proactiv(r) account is closed with no further balance owed. Nothing additional will be shipped or billed.
Sincerely,
***
Consumer Affairs
(The consumer indicated he/she ACCEPTED the response from the business.)
What ever was sent was refused on the 26th. It is between you and the postal service as to whether or not they deliver it to you or not at this point. In Transit to Next Facility
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Scan History
Nov 03
In Transit to Next Facility
Oct 30
1:34 pm
Departed USPS Regional Facility
MEMPHIS TN NETWORK DISTRIBUTION CENTER
Oct 30
12:40 pm
Arrived at USPS Regional Facility
MEMPHIS TN NETWORK DISTRIBUTION CENTER
Oct 29
8:54 am
Out for Delivery
***
Oct 29
5:19 am
Arrived at Post Office
***
Oct 29
1:55 am
Departed USPS Regional Facility
ATLANTA GA NETWORK DISTRIBUTION CENTER
Oct 28
2:01 am
Arrived at USPS Regional Facility
ATLANTA GA NETWORK DISTRIBUTION CENTER
Oct 27
12:55 pm
Departed USPS Regional Facility
MEMPHIS TN NETWORK DISTRIBUTION CENTER
Oct 27
11:50 am
Arrived at USPS Regional Facility
MEMPHIS TN NETWORK DISTRIBUTION CENTER
Oct 26
11:47 am
Return to Sender
***
Oct 25
6:11 pm
Refused
***
Oct 25
8:59 am
Out for Delivery
***
Oct 24
2:21 pm
Arrived at Post Office
***
Oct 24
7:59 am
USPS in possession of item
***
Oct 24
Pre-Shipment Info Sent to USPS, USPS Awaiting Item
I placed an online order with this business (21Sep) and paid for Express shipping (to receive the product, (24sept). On 24Sept, I had not received the order, contacted the company, and they indicated that the order was not placed for Express shipping, and the order would be shipped that day, that it had not yet been Processed. The rep stated it would be shipped in 5-7 business days, and stated that the order could not be shipped due to the products. When the rep told me what was ordered, I advised him that his system was wrong, that I had not ordered anything that could not be Express shipped. He again stated that, he would Express ship the items, and I would receive it within 3 days. When I hung up, I pulled up my bank account, and noticed that the entire payment had already been deducted from my bank account (21Sept) for the order, and called back. Another Rep stated the same thing (5-7 business days, etc. etc.) and again stated the order would be shipped within 3 days. On 27Sept(') I online chatted with Proactiv and yet again, went through the entire order and dates again, and another Rep stated that (basically) "well, you called us and that's what's delayed the order....it will be shipped within 5-7 business days and stated, you'll get a order confirmation with the shipping number, and tracking number." I asked him to cancel the order, he refused. To date (1oct) i've only received the order confirmation (from 21sept) with no shipping number. And the entire order has already been paid in full.
Product_Or_Service: Facial products
***:
Refund Full refund of order. Cancel order and all future orders from this business.
. ***
***
*** XXXXX-XXXX
*** XXXXXXXXXA
Dear . ***,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect that you re-enrolled online for automatic shipments of Proactiv(r) on September 21, 2019. At this time an authorization for payment approval of the first installment of $34.94 was sent to your financial institution. This may not always be the same date that we charge your credit card. Funds in the amount authorized are often held by your financial institution for 3-5 business days and may not be available to you during such time. Procedures vary amongst financial institutions and you may want to check with your financial institution in terms of how it handles authorizations.
On September 24, 2019, you spoke with us regarding your order status, and were informed that due to FAA Restriction Guidelines, the shipping method for your order had needed to be changed from "Express" to "Standard" due to items included in the order.
On September 28, 2019, per your request, your order was cancelled, and did not ship. As such, the charge for your shipment was never processed. As no charge was processed, the funds held by your financial institution for the authorization, which expired on September 28, 2019, should have already been released back to you, consequently, there is no refund available.
Your Proactiv(r) account is closed with no further balance owed. Nothing additional will be shipped or billed.
Sincerely,
***
Consumer Affairs
I placed order of *** USD..I was charged *** is abuse and fraud..I called them..The aent was useless..I wasted 30 min to repeat to him/her 10 times what happened ..he refused to understand or to transfer me to manager
Product_Or_Service: Pro Active
Order_Number:
Other (requires explanation) I want to be charged only for *** usd!!!! This is abuse and frad! I have email stating the cost was *** usd!!!
Date: 10/21/19
Complaint ID: ***
Account Number: ***
File Number: ***
Dear ***,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect that you re-enrolled online for automatic shipments of Proactiv(r) on September 22, 2019. At the time of purchase, customers are provided the option to either select the standard 30-Day supply for *** plus sales tax if applicable, or a 90-Day supply for *** plus sales tax if applicable. At the time of your purchase, the 90-Day supply was selected. We regret if it was not your intent select this option.
On September 25, 2019, your new shipment, a 90-day supply, was sent for a total of *** (including *** Sales Tax) to be billed in 3 installments over 30-day billing cycles. The first installments of *** was billed at the time of shipping, and charged to the credit card provided, leaving a remaining balance of ***
On September 30, 2019, your financial institution reversed the amount of *** for your shipment. While this chargeback created a credit in your favor with your financial institution, it restored this amount of *** as due and *** to Proactiv(r), leaving an updated total remaining balance due of ***
As a gesture of goodwill in an effort to fully resolve this matter, I have cleared the remaining balance of *** for your new shipment.
Your Proactiv(r) account remains active, and per the terms of the agreement, your next shipment, a 90-Day supply, is currently scheduled to be sent to you on December 17, 2019, for a total cost of *** (including *** s&h, and *** Sales Tax) with the full cost of which is scheduled to be billed in 3 installments over 30-day billing cycles. Please be advised, if your state sales tax changes before this date, the total amount of your shipment will be affected.
Sincerely,
***
Consumer Affairs
I am being billed for products not ordered.
I had my credit stolen in May 2019.An unauthorized order was placed May 19 . Partial credit was resolved but still being billed after five months. Contact has been extremely difficult whether by phone or registered mail. No one will get back to me to correct the situation.It seems I am not the only one who has had this problem with PROACTIVE.
correction of the billing problem
. ***
***
*** XXXXX-XXXX
Date: 10/21/19
Complaint ID: XXXXXX
Account Number: XXXXXXXX
File Number: XXXXXXXXXA
Dear . ***,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
We regret to learn that you may have been on the receiving end of suspicious activity. Please understand that this was not within our control.
Our records reflect someone enrolled for automatic shipments of Proactiv(r) on May 17, 2019 with your billing information. At that time, an initial shipment, a 30-day supply, was sent for a total of *** and was billed to the credit card provided.
On June 27, 2019, a second shipment, a 90-day supply, was sent for a total of *** to be billed in 3 installments over 28-day billing cycles. At that time, we attempted to process the first installment of *** for the 2nd shipment, but your charge card was declined by your financial institution, leaving a remaining balance of ***
On July 12, 2019, a refund of *** was issued for the first shipment.
In an effort to fully resolve this matter, the Proactiv(r) account in your name has been flagged as Suspicious Activity to ensure the account cannot be reopened, and the remaining balance of *** for the second shipment has been cleared. Please consider any invoices received after the date of this correspondence as having crossed in the mail.
Please rest assured the account is closed with a zero balance, with nothing further to be shipped or billed.
Sincerely,
***
Consumer Affairs
(The consumer indicated he/she ACCEPTED the response from the business.)
Proactive responded and resolved the account problem.
We have been receiving a product from this company and we have never ordered it. So now they are billing use for it . The invoice include 3 sends out since 7/09/2019 *** 8/06/2019 - *** then 9/03/2019 - *** The product is sent out from *** XXXXX. Description is *** Continuity. We are not sure why we are receiving this and had tried to call the company before at their XXX-XXX-XXXX number.
Bu the thing keeps coming. We called again today to rectify this and the customer rep says she will forward this to their Fraud dept. cust service gr on file is ***. I offered to mail back the product we received but the rep says to wait for the call back of the fraud dept.
This is very frustrating when you get this. Especially when you have no knowledge that you ordered a product.
Thank you.
No further contact by the busi We want them to stop sending us the product Cancel the charges for product we never ordered they can send us a return mailer so we can send back the product they have been sending
. ***
***
*** XXXXX-XXXX
Date: 10/15/19
***
Dear . ***,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect you enrolled online for automatic shipments of X-Out on May 10, 2017. Since that time, shipments have been sent approximately every 90 days for a total of 11 shipments. Our records further indicate that we have no record of being contacted regarding this account prior to September 25, 2019.
On June 2, 2019, we attempted to process payment for your tenth shipment, at which time the charge card on file was declined by the issuing financial institution. As your account had previously been in good standing, your account was updated to "Bill Me Later" status, allowing future shipments to be sent with billing statements to minimize any disruptions to your shipments.
On June 19, 2019, your tenth shipment, a 90-day supply, was sent and invoiced for a total of *** (including *** s&h, and *** NC Sales Tax).
On September 11, 2019, your eleventh shipment, a 90-day supply, was sent and invoiced for a total of *** (including *** s&h, and *** NC Sales Tax).
On September 25, 2019, per your request, your X-Out account was cancelled. At that time, the outstanding balances for both your tenth and eleventh shipments of *** each were cleared as a courtesy. A prepaid return label was also mailed to you to allow return of the last shipment at no expense to you. Please consider any invoices received after this date as having crossed in the mail.
Your X-Out account is closed with no further balance owed. Nothing additional will be shipped or billed.
Sincerely,
***
Consumer Affairs
Billed for a Proactiv product that I DID NOT BUY.Called said I bought the product but sent to a different address in *** I live in ***
Received in the mail bill for *** Called the phone # and got the *** Woman said I bought the product online but it was sent to someone in *** I live in ***
The company address is in *** while the company is listed in ***
I have no idea what Proactiv is but it seems to be a phishing scam. If they are looking to take advantage of Seniors they found the wrong person.
Called my U.S. Congressman since the envelope has a stamp, it is now a Federal Fraud offense.
Please call the company and ask to get this off my billing list. I cannot believe they are getting away with this scheme. Please take action against Proactiv.
. ***
***
*** XXXXX-XXXX
Date: 10/07/19
Complaint ID: XXXXXX
Account Number: XXXXXXXX
File Number: XXXXXXXXXA
Dear . ***,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
We regret to learn that you may have been on the receiving end of suspicious activity. Please understand that this was not within our control. If you feel that your charge card has been compromised, and have not already done so, please contact your credit card company for further action and to report any charges you did not authorize. We apologize for any inconvenience this process may have caused.
In an effort to fully resolve this matter, the Proactiv(r) account in your name has been flagged as Suspicious Activity to ensure the account cannot be reopened. Please rest assured the account is closed with a zero balance. Nothing further will be shipped or billed.
Sincerely,
***
Consumer Affairs
I never bought any product at Proactiv Company.I bought a Proactiv kit from eBay.
Proactiv sent me multiple past due invoices I never subscribe from their company.On 1/18/2019 I ordered a Proactiv kit from eBay paid the eBay seller with PayPal for *** and it was delivered 1/28/2019.Then on 3/18/ 2019 I received a past due invoice in the mail from Proactiv for *** In the letter informing me that my recent payment could not be authorized by my bank/card issuer.As a result, my account now has an unpaid balance for *** does not have my credit card number card number on file because I bought the kit from eBay.The eBay seller ***)I was never informed the ebay seller subscribed me to a Proactiv service and I never authorized or consent it.The Proactiv invoice has a customer#XXXXXXX, Order# XXXXXXXX. I also received a letter from North Shore collection agency noticed date 09/01/2019. I never bought any product to Proactiv company, I never authorized a subscription and I want my subscription cancelled IMMIDIATELY and my balance owed cleared.
As I never knowingly authorized such transaction I want my subscription cancelled, contact the North Shore collection agency and my balance cleared
XXXXX-XXXX
Date: 10/08/19
Complaint ID: XXXXXX
Account Number: XXXXXXX
File Number: XXXXXXXXXA
Dear ***,
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
We regret to learn that you may have been on the receiving end of suspicious activity. Please understand that this was not within our control as Proactiv(r) has no authorized sellers on eBay.
In an effort to fully resolve this matter, the Proactiv(r) account in your name has been flagged as Suspicious Activity to ensure the account cannot be reopened and the outstanding balance cleared.
Please rest assured the account is closed with a zero balance, with nothing further to be shipped or billed. North Shore Agency has also been notified to remove your account from collections. Please consider any invoices received after the date of this correspondence as having crossed in the mail.
Sincerely,
***.
Consumer Affairs
(The consumer indicated he/she ACCEPTED the response from the business.)
I am glad that it was resolved and I would like to thank Revdex.com for their assistance for helping to resolved this matter. Thank you!!!Thank you!!!