Proactiv Company Reviews (%countItem)
Proactiv Company Rating
Address: 100 N Sepulveda Blvd #1400, El Segundo, California, United States, 90245-5602
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Can't cancel.
My wife has called 3 times in the last 10 months to cancel this service and they continue to send product and bill us for it.
We have an outstanding balance for product that we want to ship back and the company won't take the product back.
Mr. ***
***
Hamilton, OH XXXXX
Date: 10/17/18
Complaint ID: XXXXXX
Account Number: XXXXXXX
File Number: XXXXXXXXXA
Dear Mr.,
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 your wife, ***, enrolled online for automatic shipments of Proactiv(r) on October 4, 2017.
On October 30, 2017, per the terms of the agreement, ***'s second shipment, a 90-day supply, was sent for a total of $105.24 (including $8.97 s&h and $6.42 OH Sales Tax) to be paid in 3 installments over 28-day billing cycles. Her first installment of $39.36 was billed at the time of shipping, leaving a remaining balance of $65.88.
On November 2, 2017, we received ***'s request to cancel her account; however, our records indicate that she accepted an offer to postpone her account until March 20, 2018. In addition, as a courtesy, the remaining balance of $65.88 was cleared for her second shipment. We regret if it was not her intent to accept this offer.
On March 19, 2018, ***'s third shipment, a 90-day supply, was sent for a total of $105.24 (including $8.97 s&h and $6.42 OH Sales Tax) to be paid in 3 installments over 28-day billing cycles. Her first payment of $39.36 was billed at the time of shipping, leaving a remaining balance of $65.88.
On April 16, 2018, we attempted to process ***'s second payment of $32.94 for her third shipment, but her charge card was declined by her financial institution. Several invoices have been sent informing her of the remaining 2 payments of $32.94 each for a total remaining balance of $65.88.
On June 12, 2018, ***'s fourth shipment, a 90-day supply, was sent for a total of $105.24 (including $8.97 s&h and $6.42 OH Sales Tax) to be paid in 3 installments over 28-day billing cycles. These 3 payments of $39.36, $32.94, and $32.94 were charged on June 12, July 10, and August 7, 2018, respectively.
On September 5, 2018, ***'s fifth shipment, a 90-day supply, was sent for a total of $105.24 (including $8.97 s&h, and $6.42 OH Sales Tax) to be paid in 3 installments over 28-day billing cycles. The first payment of $39.36, was charged at the time of shipping, leaving a remaining balance of $65.88.
On October 1, 2018, per your telephone request, ***'s account was cancelled. While her account was cancelled at that time, orders that have shipped prior to cancellation continue to bill until paid in full or returned for credit.
On October 3, 2018, ***'s second payment of $32.94 for her fifth shipment was charged, leaving a remaining balance of $32.94.
However, as a gesture of goodwill and in an effort to fully resolve this matter, the remaining balance of $65.88 for ***'s third shipment has been cleared. In addition, a full refund of $72.30 has been issued for ***'s fifth shipment, and the remaining balance of $32.94 has been cleared. Please allow 3 to 5 business days for these funds to post.
Please keep the shipments with our compliments, to use or dispose of as you see fit, and consider any invoices received after the date of this correspondence as having crossed in the mail.
***'s Proactiv(r) account is closed with no further balance owed. Nothing additional will be shipped or billed.
Sincerely,
***.
Consumer Affairs
I dont believe they have a A+ rating. I ordered the trial, didn't like it and tried to cancel shipment. I was told that if I returned the shipment - prepaid - I would be credited. I sent the product back, they confirmed they received it and said that I owe nothing. I have an email chat that said my account is zero. I got another bill and called them. They said I owed them for freight. I reminded them I was told that I had a zero balance and sent a letter along with a copy of the chat saying I didn't owe anything. I just received another bill for the entire amount over $100.00. What is someone to do if their accounting practices seem fraudulent?
Dear Ms. Turek-Davis,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
We apologize if you were treated less than professionally by any member of our staff. Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward. We apologize that your contact with us did not provide you with the intended results.
As a gesture of goodwill, your last shipment balance has been cleared in full. Rest assured, your Proactiv account is now closed with no further balance owed. Nothing further will be shipped or billed; unless you decide to place a new order.
Sincerely,
*** D.
Consumer Affairs
My son ordered product online and after trying the product we called to cancel any further orders. I clearly asked that our account be closed and my credit card for billing be stopped. The rep was very pushy and kept trying to sell me more services. I indicated that if at any time in the future we wanted product we would order them and then pay for them. We didn't want to be on a recurring shipment of supplies. We didn't really like all the products they were sending. A few weeks went by and we received another box of products. I went to the post office to try to return the box but I would have had to pay the shipping to send it back. A few months later we received a collection letter. I called Proactiv at that time and spoke with Rep # XXXXXX and she told me that we received the product because we ordered the product. After a very lengthy conversation she said she would escalate this to a supervisor and provide me with proof of where we ordered this product. A few weeks after this call we received another collection letter. At that time we wrote a letter to the collection company. A few weeks later we received a third collection letter from another company. We called Proactiv again and spoke with a supervisor who told us that our account was NOT closed at the time I called previously and the only change was that we were moved to direct bill. I am very frustrated and feel that this company takes complete advantage of people. They set up on recurring orders and don't cancel when requested and continue to send product. Then the expense to return shipment is on the customer, when not returned the customer is turned over to collections.
Product_Or_Service: Proactiv Kit
Order_Number: XXXXXXXX
Account_Number: Account #XXXXXX
Other (requires explanation) We ended up paying the collection amount of $161.82. I would like to be refunded this amount and confirmation that no further orders will be sent to me ver.
Ms. ***
XXXXX ***
*** XXXXX-XXXX
Date: 10/14/18
Complaint ID: XXXXXX
Account Number: XXXXXXX
File Number: XXXXXXXXXA
Dear Ms.,
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 have been able to locate 2 Proactiv(r) accounts with your provided information. The following is a brief history of each account and any actions taken on your behalf.
Account XXXXXXX-XXXXXXX
Our records reflect that *** enrolled online for automatic shipments of Proactiv(r) on August 29, 2016.
On October 6, 2016, per your request, ***'s account was cancelled.
Account XXXXXXX-XXXXXXX
Our records reflect that *** enrolled online for automatic shipments of Proactiv(r) on December 2, 2016.
On September 1, 2017, we received your request to cancel ***'s account; however, our record indicate that you accepted an offer to change your method of payment to invoiced billing so that your charge card was not automatically billed. We regret if it was not your intent to accept this offer.
On November 27, 2017, ***'s sixth shipment, a 90-day supply, was sent and billed for a total of $161.82 (including $11.97 s&h). Billing statements were sent monthly regarding the outstanding balance of $161.82.
On June 27, 2018, per your request, ***'s account was cancelled. At that time, it was explained that the 60-Day Money Back Guarantee had expired, and therefore we were unable to clear the balance for his sixth shipment.
On August 31, 2018, ***'s account was placed in collections for the outstanding balance of $161.82 for his sixth shipment.
While we strive to assist with any billing issues customers may have, we must be notified in a timely fashion. We are unable to issue any refunds for payments made to a collection agency.
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 DID NOT accept the response from the business.)
the explanation indicates that I accepted an offer to change method of payment from credit card to invoice billing on Sept. 2017. I remember my call and how I recall stressing repeatedly that we did not want auto shipments of any kind sent to us and that if at any time in the future we wanted product we would order them. I was requesting to be removed from credit card billing but I was also adamant about being removed from auto shipment of any kind. The reason for this is because I knew that Proactive would continue to send shipments and it would be at our expense to return. Please provide me evidence of where I agreed to continued shipment of supplies and why we received a 90 day supply in November, 2017.
Ms. ***
XXXXX ***
*** XXXXX-XXXX
Date: 10/28/18
Complaint ID: XXXXXX
Account Number: XXXXXXX
File Number: XXXXXXXXXA
Dear Ms.,
Thank you for the opportunity to respond.
As noted in our previous response, we regret if it was not your intent to accept the offer to change the billing method on ***'s account. As also previously stated, we must be notified in a timely fashion to assist with any billing issues; however, we were not notified until seven months after ***'s sixth shipment was sent.
Again, the Proactiv(r) account in the name of *** is closed with no further balance owed. Nothing additional will be shipped or billed.
Sincerely,
***
Consumer Affairs
I keep getting charged monthly for a subscription I've tried to cancel numerous times
Ive been on the phone with the company several times and they either drop my call or say they have no record of my calls or attemps to cancel the account on file. I put my info in for a ONE TIME payment for a product and after that they took it upon themselves to upgrade to a 90 day supply for 3 monthly payments. I had no knowledge of this. They make it near impossible to cancel and there isn't any help on the website so you're forced to call to see anything about your account. It's a fraudulent business they're running where you need to apparently do extensive research to avoid being taken advantage of by a multi million dollar company who I'm just a number to.
I want this company to stop swindling consumers just because they can. A full refund would be better but I just want to get as far away from this corrupt company as soon as possible and get my bank information out of their hands to finally get my account cancelled.
Mr. ***
***
*** XXXXX-XXXX
Date: 10/16/18
Complaint ID: XXXXXX
Account Number: XXXXXXX
File Number: XXXXXXXXXA
Dear Mr.,
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 X-Out on May 28, 2017. As part of the initial purchase, customers are enrolled in the X-Out member program and are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the order page of our website to the right of "Your Selected Products" prior to online checkout. The products are also shipped with information reiterating the terms and benefits of membership.
More specifically, the online offer states: "Approximately 3-4 weeks after your first order is shipped, and then approximately every 12 weeks thereafter, you will be sent a new 90 day supply of X Out(r). Each shipment will be charged to the card you provide today, in three installments, approximately every 4 weeks at the guaranteed low price of $29.95 plus $3.99 for shipping and handling per installment, unless you cancel. There is no commitment and no minimum to buy. Please note exact shipment times may vary. To customize or cancel future shipments, call customer service anytime at (XXX) XXX-XXXX or go to xout.com and click on Contact Us. Every X Out order includes a 60-day money-back guarantee of the purchase price less shipping and handling." We regret we have no record of a request to cancel your account prior to September 20, 2018.
On August 13, 2018, your seventh shipment, a 90-day supply, was sent for a total of $101.82 (including $11.97 s&h) to be billed in 3 installments over 28-day billing cycles. The first installment of $33.94 was charged at the time of shipping. The second installment of $33.94 was charged on September 10, 2018, leaving a remaining balance of $33.94.
On September 20, 2018, per your request, your account was cancelled. While your account was cancelled at that time, orders that have been shipped prior to cancellation continue to bill until paid in full or returned for credit.
Therefore, on October 8, 2018, the third installment of $33.94 was processed for your seventh shipment, paying the shipment in full.
However, as a gesture of goodwill and in an effort to resolve this matter, I have issued a refund of $101.82 for your seventh shipment. Please allow 3-5 business days for these credits to post.
Your X-Out 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.)
In July 2017, I ordered 2 orders/6 months worth of product. NOW my 17 yr old daughter is getting collection agency wanting another $263.64 for another
I get collections sending me a bill from Proactive who tells me im on automatic send more product o me list. I cant imagine ever conceeding to that because I ordered 6 months worth of product for $263.64 in July 2017. why would I want more product for that amount in 3 mnths but regardless, I ordered with my debitcard and Proactive sent their notices to my 16 yr old daughter, wasting my 50 change to talk to them about it, because I do not look at her mail and there is absolutely NO reason why she should be addressed when I was the purchaser.I never recieved any
how am I supposed to refute their automatically sending me more product when i didnt recieve any further product to know that i needed to pay for additional product that they said they sent me and want $263.64 for also. i paid for my original purchase when i purchased it and would NEVER be inclined to just have more things just sent to me automatically.why would they correspond only with my daughter in regards to paying for something that i know i am the one who purchased and she has absolutely had nothing to do with. i think it is because they wanted to make sure that by sending her the bill for an automatic order, they made sure i didnt get the bill within the 50 day time period they stated is their policy. i have to refute within 50 days. i dont open other peoples mail and i asked the Proactive reps how im supposed to know i have to pay for 6 months worth of product they said they sent me when i didnt recieve anymore product?why would i want 6 months more product every 3 months and why would they involve my daughter in the billing process, why make this process so unreasonable. ive got a collections bill in my daughters name and thats all i have got and they want $263.64 from me and are using the excuse that i had passed the 50 day refund deadline for responding.i had no way to know i needed to address it until my daughter handed me a collections bill last night, wanting to know what that was all was about. how can i respond within 50 days when i havent recieved additional product from them and they have sent the bill to my daughter, making sure i will not know i have anything to pay for within a 50 day time limit. i have not asked t o be up in my ears in their product by getting 6 months worth of product every 3 months and dont know why they would ask my daughter to pay for it, instead of me and i didnt recieve any product to pay for. they are still wanting $263.64
Ms.
***
Kansas City, MO ***
Date: 08/25/18
Complaint ID: ***
Account Number: ***
File Number: ***
Dear Ms.,
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 July 5, 2017. As part of the initial purchase, customers are enrolled in the Proactiv(r) member program and are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the order page of our website to the right of "Your Selected Products" prior to online checkout. The products are also shipped with information reiterating the terms and benefits of membership.
On December 16, 2017, we attempted to process payment for your third shipment in the amount of $263.64. At that time, your charge card was declined by your financial institution. As your account was previously in good standing, your method of payment was updated to "Bill Me Later" status to minimize any disruption in shipments.
On December 26, 2017, your third shipment, a 90-day supply, was sent and invoiced for a total of $263.64 (including $23.94 s&h). We regret if you have not been receiving invoices regarding this shipment. All invoices were sent to the address on file, which is the same address used at the time of purchase.
On August 16, 2018, per your request, your account was cancelled. As your third shipment was well beyond our 60-Day Money-Back Guarantee, we were unable remove the balance at that time.
However, as a gesture of goodwill and in an effort to fully resolve this matter, the remaining balance of $263.64 has now been cleared for your third shipment. Please consider any invoices 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
I have called Proactiv on numerous occasions to completely close my account. They have not honored my requests and continue to charge me.
I have called Proactiv on numerous occasions to close my account with them. In September 2017 (if not earlier) I called to close my account. At that time the representative assured me that they will close my account and they refunded me the charge to my credit card. 12/1/17 I called Proactiv again to close my account after they sent me additional product that I did not request. When I have asked them if they want me to return the product that they sent to me that I did NOT request they advised me that I could keep the product free of charge. I have had to dispute the charges with my credit card company and have record of doing so on 12/16/17 and 1/3/18. I have sent emails to Proactiv on 4/6/18 and again on 6/28/18. At this point I am filing a complaint against them. I do not know why they will not honor my request to close my account and continue to charge me money that I do not owe them.
I would like Proactiv to close the collection charge they have sent to me and ensure that it is not on my credit report. I would like them to honor my requests and close my account and no longer send me products or continue to charge me.
Ms.
***
***
Cincinnati, OH ***
Date: 08/25/18
Complaint ID: ***
Account Number: ***
File Number: ***
Dear Ms.,
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 15, 2017.
On September 8, 2018, we received your request to cancel your account as you were not seeing your desired results. At that time, you were offered samples of our Proactiv(r) MD line of products to try instead of cancelling. Our record further indicate that this offer was accepted, and the samples were sent. We regret if it was not your intent to accept this offer.
On November 30, 2017, your third shipment, a 90-day supply, was sent for a total of $73.64 (including $8.97 s&h and $4.82 OH Sales Tax) to be billed in 3 installments over 28-day billing cycles. The first installment of $27.76 was billed at the time of shipping, leaving a remaining balance of $45.88.
On December 1, 2017, per your request, your account was cancelled; however, orders which have shipped prior to cancellation continue to bill until paid in full or returned for credit.
Therefore, on December 28, 2017, the second installment for your third shipment was processed in the amount of $22.94, leaving a remaining balance of $22.94.
On January 16, 2018, your financial institution reversed the second installment of $22.94 for your third shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $45.88 due and payable to Proactiv(r).
On January 26, 2018, as a courtesy, the remaining balance of $45.88 for your third shipment was cleared.
On January 31, 2018, your financial institution reversed the first installment of $27.76 for your third shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $27.76 due and payable to Proactiv(r).
As a gesture of goodwill and in an effort to fully resolve this matter, the remaining balance of $27.76 has been cleared for your third shipment. Please consider any invoices 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.)
I accept this response. It was not clearly stated to me that previously taking a sample of another product would continue my automatic enrollment. I was under the impression that if I liked the new product that I could order more. It was not my intent in being automatically enrolled longer. I had even offered to return the received product, but was advised by the representative that it was not necessary. The box is still unopened. I have reached my desired outcome. My account is closed with no future shipments and the erroneous charges are cleared. I'm glad that after numerous attempts you are honoring my request.
My daughter used Proactiv products for about a year and a half. We paid our bills as we got them. We called to cancel out usage and we were told that cancelation was successful. 6 months later we received another shipment of product. We immediately called and they stated that we put our account on hold. We DID NOT, we had already canceled the account. We sent that product back with a provided return label. Now we are getting a bill threatening collection for product that we received in January of 2018, which we did receive, then called them back and they provided a return label for it and we put it in the mail box to go back. Now they need PROOF that we sent it back. How in the heck can I provide proof of something that they provided a return label for on an account that was canceled when we put it in the mail as courtesy for something that we never agreed to order? I spoke with a manager on the phone to complain again and she said that there was nothing that she could do for me I had to pay the bill or go to collection. We did receive product that we didn't order on a canceled account and sent it back to the company. I am beyond furious with them. What horrible customer service. I hope I was recorded on that conversation. The account name was Alyssa Leigh.
Product_Or_Service: Acne medication
Order_Number: ***
Account_Number:
Billing Adjustment Don't charge me for something that was never ordered on an account that was canceled. And don't tell me that I put my account on hold. It was canceled!
Ms.
***
Gobles, MI ***
Date: 08/11/18
Complaint ID: ***
Account Number: ***
File Number: ***
Dear Ms.,
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 your daughter enrolled online for automatic shipments of Proactiv(r) on October 6, 2016.
On January 22, 2018, her sixth shipment, a 90-day supply, was sent for a total of $131.82 (including $11.97 s&h) to be billed in 3 installments over 28-day billing cycles. The first installment of $43.94 was billed at the time of shipping, leaving a remaining balance of $87.88. Also, on January 22, 2018, per your daughter's request, her account was cancelled.
On March 14, 2018, your financial institution reversed the first installment of $43.94 for your daughter's sixth shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $131.82 due and payable to Proactiv(r). Several invoices have been sent informing you of the remaining balance of $131.82.
However, as a gesture of goodwill and in an effort to fully resolve this matter, the remaining balance of $131.82 for your daughter's sixth shipment. Please consider any invoices received after the date of this correspondence as having crossed in the mail.
Your daughter's Proactiv(r) account is closed with no further balance owed. Nothing additional will be shipped or billed.
Sincerely,
***
Consumer Affairs
I asked for my account to be cancelled multiple times but still kept getting billed for product I never received or asked for.
I tried to cancel my account with X-Out twice, but only on the third time did they cancel it, now they are asking for money which I am refusing to pay, and they keep sending me bills and now to a collection agency. I spoke to them over the phone and they absolutely refused to refund me for a mere $22. They actually hung up on me! Would you believe that??
I am requesting the company to JUST stop sending me bills and clear my balance of $22, that is all I ask for.
Brooklyn, NY ***
Date: 08/04/18
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 X-Out on June 11, 2017.
On September 13, 2017, we received your cancellation request; however, our records reflect you accepted an offer to postpone your account until February 11, 2018, at which time shipments would resume. We regret if it was not your intent to accept this offer.
On February 12, 2018, your third shipment, a 60-day supply, was sent for a total of $45.88 (including $5.98 s&h) to be billed in 2 installments over 28-day billing cycles. The first installment of $22.94 was billed at the time of shipping, leaving a remaining balance of $22.94.
On February 18, 2018, per your telephone request, your account was cancelled; however, orders which have shipped prior to cancellation continue to bill until paid in full or returned for credit.
Therefore, on March 12, 2018, your second installment of $22.94 for your third shipment was billed to the credit card on file.
On March 20, 2018, your financial institution reversed the first installment of $22.94 for your third shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $22.94 due and payable to X-Out.
On July 27, 2018, as a courtesy, the outstanding balance of $22.94 for your third shipment was cleared.
Your X-Out account is closed with no further balance owed. Nothing additional will be shipped or billed.
Sincerely,
***.
Consumer Affairs
Proactive/***-Renker stole my new charge card number and charged me for unwanted products they sent to me
Contacted Proactive on 7/5/18 to inquire about the package I received. Invoice indicated my new charge card was billed for $19.11. My previous charge card had been cancelled due to compromise and a new card issued to me. I asked the person on the phone how they got my charge card number because I did not give it to them or authorize the charge, I was told my bank provided it to them electronically.
Stop them from fraudulently obtaining credit card information to distribute their unwanted products
Ms. ***
***
*** XXXXX-XXXX
Date: 07/18/18
Complaint ID: XXXXXX
Account Number: XXXXXXX
File Number: XXXXXXXXXA
Dear Ms.,
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.
Most financial institutions will continue to accept recurring charges for established subscriptions to minimize customer impact when they receive a new charge card. Proactiv(r) has not received your updated charge card information. We regret any inconvenience this may have caused.
We were able to locate multiple accounts under your provided information. The most recent account was opened online on August 31, 2017, and we regret that we show no cancellation request prior to July 5, 2018.
On June 26, 2018 your third shipment, a 90-day supply, was sent for a total of $57.32 (included $8.97 s&h) to be billed in 3 installments over 28-day billing cycles. The first payment of $19.11 was charged at the time of shipping to the charge card on file, leaving a remaining balance of $38.21.
On July 5, 2018, per your request, your account was cancelled.
As a gesture of goodwill and in an effort to fully resolve this matter, I have issued a refund of $19.11 and cleared the remaining account balance of $38.21 for your third shipment. Please allow 3-5 business days for this credit to post.
Your Proactiv(r) accounts are closed with no further balance owed. Nothing further will be shipped or billed.
Sincerely,
***
Consumer Affairs
(The consumer indicated he/she ACCEPTED the response from the business.)
I received this as a part of Proactive, cancelled proactive, was never told it was thru a separate company. I want a refund!!!
I ordered products thru proactive and received vitaclear as a deal with it. I cancelled proactive and I thought that was the end of it, I check my balance today and I have another payment for vitaclear. I called proactive and they said they dont have vitaclear. So searching online I found a post about them being scammers and it had the phone # listed. I called them and they couldnt find my account. I want a refund and I want the payments to stop. Cancel my account and please get my refund!
I want my refund for $83.82
Mr. ***
*** W ***
*** XXXXX-XXXX
Date: 07/10/18
Complaint ID: XXXXXX
Account Number: XXXXX
File Number: XXXXXXXXXA
Dear Mr.,
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.
At the time you placed your first Proactiv(r) order online, you were provided an offer for VitaClearTM Vitamins, which was accepted. The products were shipped with information reiterating the terms and benefits of membership plus information on cancellation.
On May 10, 2018, your Proactiv(r) account was cancelled per your request; however, as VitaclearTM is separate entity, the cancellation of your Proactiv(r) account did not cancel your VitaclearTM account. We apologize for any inconvenience this may have caused.
On June 26, 2018, your third VitaclearTM shipment, a 90-day supply, was sent for a total of $83.82 (included $8.97 s&h) which was charged at the time of shipping.
As a gesture of goodwill and in an effort to fully resolve this matter, I have issued a refund of $83.82 for your third shipment. Please allow 3-5 business days for these credits to post.
Your VitaclearTM account is now closed with no further balance owed. Nothing further will be shipped or billed.
Sincerely,
***
Consumer Affairs
this company sold X-Out to my daughter who was 12 at time of they sent the product. she did not have my permission to order the product.
This company sold their product to my child who was 12. at no time did she have permission to order the product. they engaged in predatory selling to minors. I called to discuss the situation and they refused to cancel the bill and stop sending these products to my minor daughter. they will ruin her credit at a very young age.
they need to cancel the order and the bill and refrain from trying to sell their products to a minor that doesn't have permission from her parents.
Mr. ***
*** Mulberry Dr
Metairie, LA ***
Date: 06/26/18
Complaint ID: ***
Account Number: ***
File Number: ***
Dear Mr.,
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 indicate that apparently, your daughter responded to an X-Out introductory offer and placed an initial order online on March 5, 2016 and provided a charge card for payment. By doing so, she was agreeing to the conditions stated in the offer and that she was at least "18 years of age." We regret if this order was placed without your consent.
From March 5, 2016 until July 25, 2017, orders were sent without issue, with no disruption to payments. Charges from X-Out would have been reflected on the financial statement of the charge card billed.
On August 20, 2017, we attempted to authorize the first installment of your daughter's eight shipment, but the charge was declined by the financial institution. As the account had been in good standing for over a year, the account was updated to "Bill Me Later" status, allowing future shipments to be sent with billing statements to minimize any disruptions to her shipments.
On September 6 and November 27, 2017, respectively, her eighth and ninth shipments, both 90-day supplies, were sent and invoiced at a cost of $75.53 each for which payments were never received.
On May 21, 2018, per your telephone request, the account was cancelled. While the account was cancelled at that time, orders that have shipped prior to cancellation continue to bill until paid in full.
However, as a gesture of goodwill and in an effort to fully resolve this matter, I have cleared the remaining balances of $75.53 for both your daughter's eighth and ninth shipments. Please consider any invoices received after the date of this correspondence as having crossed in the mail.
Please rest assured that the X-Out account in your daughter's name is closed with a zero balance. Nothing additional will be shipped or billed.
Sincerely,
***
Consumer Affairs
Six months ago, my credit card was fraudulently used to purchase Proactiv products, for which Proactiv has erroneously invoice me.
r was *** and my order number was ***. I then called Proactiv customer service to attempt to resolve the situation. However, after speaking to customer service, billing, and suspicious activity departments, no representative was able to resolve my situation at that time, although they noted that I had previously reported fraudulent activity. They stated that they would have their accounting department examine their records to attempt to ascertain whether I had cashed the check and would follow up. Proactiv did not call me back as promised, and so I hoped the matter was closed.
On or about December 18, 2017 my USAA credit card was compromised and used to make an unauthorized purchase of Proactiv products totaling $119.85. These products were delivered to my home address. Since I did not order these products and was aware that my credit card had been compromised, the unopened package of Proactiv products was marked "Return to Sender" and returned to a nearby US Post Office.
On or about January 18, 2018, Proactiv states that they had received the package and issued a refunding check for the full amount, $119.85. Independent of this, my credit card company, aware that the purchase was fraudulent, had issued a refund to my account for $119.85. Therefore, upon receipt of the check for reimbursement from Proactiv, the check was shredded and destroyed. I called Proactiv and spoke to their suspicious activities/fraud department, informing them that I had destroyed the check, since I was not due a reimbursement as my credit card had refunded me appropriately. I then considered the matter closed.
However, I later received a "Past Due Invoice" from Proactiv for the amount $119.85, due 05/02/2018. This invoice informed me that my c
However, I recently received a second "Past Due Invoice" from Proactiv, showing a balance of $119.85 due 05/30/2018. I once again contacted Proactiv on June 11, 2018 to attempt to explain and rectify this situation. After being transferred to their fraud department, they asserted that I had indeed cashed the check and owed them the balance due on the invoice. Since this is impossible, I demanded that their office provide me with the date on which they assert that I cashed the check, and other details related to this, including, a scan or photocopy of the signed, cashed check. They reported that they were unable to locate this information at this time, and would contact me with the relevant information in several days. I provided my telephone number and waited- but they did not call me back with the requested information as before, which is the reason I am filing this complaint.
I maintain that I have acted both fairly and honorably with respect to this incident: when I received products for which I did not order and did not pay for, I promptly returned them. Since my credit card did not bill me for the fraudulent purchase, I am not due a refund and so I destroyed the check upon receipt. However, it is wrong for Proactiv to expect me to pay $119.85 given that I have neither the products, nor did I cash the check, which can be verified by my bank statements. Therefore, I would like this matter resolved in the following ways. (1) Proactiv should clear my account balance such that they can no longer claim that I owe them money, since I do not owe them money, and they cannot demonstrate that I do owe them money, having neither accepted their products, nor cashed their "reimbursement" check. My account should also be deactivated and deleted following the resolution of this situation, since I never purchased their products, nor do I intend to. (2) Proactiv should provide, in writing, a statement that they recognize that I was erroneously billed for products, under order #***, that I did not order and that I was erroneously charged when I had not cashed the check. The letter should also state that the financial situation between myself and Proactiv has been satisfactorily resolved and that I have no outstanding balance. I would then also like a copy of the billing charges/ refunds associated with my soon-to-be-closed account that clearly demonstrate a balance of $0. (3) In recognition of the several hours that I have wasted attempting to resolve this dispute with their staff without satisfactory resolution, I request payment in the amount of exactly $1.
Mr. ***
Apt G
*** Kestral Blvd
West Lafayette, IN ***
Date: 06/25/18
Complaint ID: ***
Account Number: ***
File Number: ***
Dear Mr.,
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 indicate that on December 18, 2017, an account was created online with your information. One shipment was sent at that time for a total cost of $119.85.
On January 10, 2018, the shipment sent on December 18, 2017 was returned and a refund check in the amount of $119.85 was issued.
On April 2, 2018, we received communication that the Proactiv(r) account in your name was not opened by you and the account was flagged as suspicious activity to ensure the it could not be reopened.
On April 30, 2018, your financial institution reversed the original charge of $119.85 for your initial shipment, after a refund check had already been issued. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $119.85 due and payable to Proactiv(r).
However, in an effort to resolve this matter, I have cleared the remaining balance of $119.85.
Please rest assured that the Proactiv(r) account in your name is closed with a zero balance. Nothing additional will be shipped or billed.
Sincerely,
*** D.
Consumer Affairs
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Proactiv Consumer Affairs,
Thank you for your timely response to my Revdex.com complaint. Although I believe we are making progress toward the resolution of this situation, Proactiv's response has so far been not quite adequate. In particular, I request that some written verification of the zeroing of this account balance be mailed to my home address which is on file with your company. This may include a letter similar to the response you have made to the Revdex.com, but I would like an additional statement of charges and credits that clearly list my final balance.
It is my hope that you can accede to this request so that we may satisfactorily conclude this incident.
Sincerely
Mr. ***
Apt G
*** Kestral Blvd
West Lafayette, IN ***
Date: 07/18/18
Complaint ID: ***
Account Number: ***
File Number: ***
Dear Mr.,
Thank you for the opportunity to respond.
As noted in our previous response, we have cleared the remaining balance of $119.85 on the Proactiv(r) account in your name. Please rest assured that the Proactiv(r) account in your name is closed with a zero ($0.00) balance, and nothing further will be shipped or billed. In addition, a letter confirming these details has also been dispatched to you via regular mail as requested.
Sincerely,
*** D.
Consumer Affairs
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with the outcome of this issue following the letter I received from the business. My thanks to Revdex.com for assisting in this matter.
Never did I read they would charge me full price. This is a big Scam. It is with instantelixir-Proactive repair #*** and ageless eye revitalized. They took out 89.9i for both products when it was to be 4.95!called them refused to refund or take product back. Such a scam
Modification/discontinuance of It is just wrong they need to not advertise like this
Ms.
***
Berlin, WI ***
Date: 06/12/18
Complaint ID: ***
File Number: ***
Dear Ms.,
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.
Please be advised that based on details of your complaint we believe you may have filed your complaint with the wrong company. We have no association with Instant Elixir Proactive Repair with whom you had an unsatisfactory dealing to which your complaint refers.
Please contact the Revdex.com of San Jose, CA for further assistance in this matter. We regret the inconvenience and hope this information is helpful.
Sincerely,
***.
Consumer Affairs
(The consumer indicated he/she DID NOT accept the response from the business.)
I just don't care anymore. The company finally responded by giving me 75% of my money back. I accepted it. I believe it is still bull
Ms.
***
Berlin, WI ***
Date: 06/25/18
Complaint ID: ***
File Number: ***
Dear Ms.,
Thank you for the opportunity to respond.
As previously stated, we believe you may have filed your complaint with the wrong company. We have no association with Instant Elixir Proactive Repair with whom you had an unsatisfactory dealing to which your complaint refers.
However, we happy to hear you have received a resolution regarding your complaint.
Sincerely,
***.
Consumer Affairs
(The consumer indicated he/she ACCEPTED the response from the business.)
I ordered a package of skin care products for 41 dollars they bill me every month for another 41 dollars that is taken right out of my account.
A week later they sent a new package out, that I refused. Then today I see that they have taken another 41 out of my account. I called them and they continue to try and deliver and charge for the product that I do Not Want. Is their any class action against them?
I want them to stop sending their product and stop billing my checking account. I would also like a full refund I have receive only one shipment and Do Not want any more.
Ms. ***
*** Pocahontas Path
PO Box
Lakeview, OH ***
Date: 06/12/18
Complaint ID: 622957
Account Number: 9626852
File Number: 002585071A
Dear Ms.,
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 May 1, 2018. As part of the initial purchase, customers are enrolled in the Proactiv(r) member program and are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the order page of our website. The products are also shipped with information reiterating the terms and benefits of membership.
On May 26, 2018, per the terms of the agreement, your second shipment, a 90-day supply, was processed for a total of $109.20 (including $11.97 s&h and $7.38 OH Sales Tax), to be billed in 3 installments over 28-day billing cycles. Your first installment of $41.32 was billed at the time of shipping, leaving a remaining balance of $67.88.
Also on May 26, 2018, per your request, your account was cancelled.
On June 6, 2018, your second shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time, a full refund in the amount of $41.32 was issued and the remaining balance of $67.88 was cleared.
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.)
I can't believe Proactiv has an A+ rating! The company has the WORST customer service I have ever seen, literally. One cannot update or change any information on the account page, and talking with the online chat reps or phone reps is pointless.
They promised to place my account on hold in December 2017, but never sent a confirmation email (I stupidly trusted their word) and continued to send shipments. When I tried to cancel the account after the automatic shipment in April 2018 that I never agreed to or was notified about, I encountered HUGE problems. Beginning with the online chat rep, I reiterated dozens of times that I did not want to continue the product before the rep finally agreed to cancel. Then, all I got were promises that the account was canceled but no confirmation email has been received, the account page remains active with future shipments and charges listed, and I am unable to delete my credit card info or update my account profile. The repetitive refrain is that it takes "24-48 hours" for any update or email to send, which is simply a bald-faced lie in this day of computer technology, but even if a lame Proactiv practice, it has been well over 48 hours with NOT ONE EMAIL CONFIRMATION or update to my account page.
I asked to return the shipment and got the run around there, even though it says a "60-day money back guarantee" right on the home page. I am still waiting to be reimbursed for the returned product and am not holding my breath. Other minor annoyances include having to reset my password *** single time I log in, and that the sending a message via the contact page is super glitchy.
I will admit that the product is good. I just do not like automatic shipments, so only gave it a shot as a reduced price offer. I've trialed many products this way and have never encountered such troubles with canceling. I cannot stress strongly enough how BAD, BAD, BAD Proactiv is from the customer service standpoint! AVOID AT ALL COSTS!!!
Dear Ms.,
Thank you for your review. We appreciate the time you have taken to let us know about your experience. We apologize if you were treated less than professionally by any member of our staff. Our records indicate that on May 1, 2017, per your request, your account was canceled. A refund of $13.97 was also issued at this time for your third shipment. This amount reflects the purchase price, less shipping and handling. Your Proactiv�® account is closed with no further balance owed. Nothing further will be shipped or billed.
Sincerely,
***
Consumer Affairs
Try to collect the debt for the orders that I never received
I ordered one trial box of Proactiv with the account *** and did not expect that they were going to send me more boxes. Then I moved from to the new house at a different address. After months, they sent me two bills of $101.82 to my new address. I called in and asked what was the bills for. They said they sent me two other Proactiv boxes to the address that they had in my profile (which is the house that I am no longer live at). I told them that I did not receive any other boxes from them except for the trial box that I ordered. The boxes must have been returned to the sender by USPS. They refused to cancel the charges and threatened to transfer the debt to the collection agency. I received a letter from North Shore Agency asking for paying the amount of 101.82 to Proactiv.
Remove the charges and collections
Camby, IN ***
Date: 05/09/18
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 June 11, 2017. As part of the initial purchase, customers are enrolled in the Proactiv(r) member program and are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the order page of our website. The products are also shipped with information reiterating the terms and benefits of membership.
On July 5, 2017, per the terms of the online offer, your second shipment entered processing to be sent for a total of $101.82 to be billed in three installments. When we attempted to process the first installment, your charge card was declined by your 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 July 18, 2017, your second shipment, a 90-day supply was sent, for a total of $101.82 (including $11.97 s&h) for which payment has never been received.
On October 10, 2017, your third shipment, a 90-day supply was sent, for a total of $101.82 (including $11.97 s&h) for which payment has never been received.
On October 14, 2017, per your email request, your account was cancelled. Confirmation, balance information and return instructions were provided in the email response. To date, we have no record of your second or third shipments being returned for credit.
However, as a gesture of goodwill and in an effort to fully resolve this matter, I have cleared the remaining balances of $101.82 for both your second and third shipments.
Your Proactiv(r) account is closed with no further balance owed. Nothing additional will be shipped or billed.
Sincerely,
***.
Consumer Affairs
This company has been double billing me for almost a year! I called to cancel and the rep said I couldn't and that I would owe $60!!!! Scam of a company.
Product_Or_Service: Acne treatment
Other (requires explanation) Refund of $297.33
Florence, KY ***
Date: 04/25/18
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 for automatic shipments of Proactiv(r) on 2/2/2017. At the time of purchase, it is advised that approximately 3-4 weeks after your first order is shipped, and then approximately every 12 weeks thereafter, you will be sent a new 90 day supply of Proactiv(r) unless you make changes to your account.
On May 24, 2017, your account was accessed via the online member site. At that time, your next shipment was sent to ship on June 19, 2017 with future 90-day supply shipments to be sent every 8 weeks. While the shipments were sent every 8 weeks, each shipment is still billed in three installments each.
Between June 19, 2017 and March 31, 2018, a total of six shipments were sent, one every 8 weeks, which resulted in overlapping payments for each shipment. I have include the payment history below for those six shipments.
On June 19, 2017 your fourth shipment, a 90-day supply, was sent for a total of $68.82 (included $8.97 s&h) to be billed in 3 installments over 28-day billing cycles. The first payment of $22.94 was charged at the time of shipping, leaving a remaining balance of $45.88.
On July 17, 2017, the second installment of your fourth shipment was processed in the amount of $22.94, leaving a remaining balance of $22.94.
On July 21, 2017, the contents of your future shipments were customized via the online member site.
On August 14, 2017 your fifth shipment, a 90-day supply, was sent for a total of $96.82 (included $11.97 s&h) to be billed in 3 installments over 28-day billing cycles. The first payment of $32.27 was charged at the time of shipping, leaving a remaining balance of $64.55
On August 14, 2017, the third installment of your fourth shipment was processed in the amount of $22.94, paying the shipment in full.
On September 11, 2017, the second installment of your fifth shipment was processed in the amount of $32.27, leaving a remaining balance of $32.28.
On October 9, 2017 your sixth shipment, a 90-day supply, was sent for a total of $96.82 (included $11.97 s&h) to be billed in 3 installments over 28-day billing cycles. The first payment of $32.27 was charged at the time of shipping, leaving a remaining balance of $64.55
On October 9, 2017, the third installment of your fifth shipment was processed in the amount of $32.28, paying the shipment in full.
On November 6, 2017, the second installment of your sixth shipment was processed in the amount of $32.27, leaving a remaining balance of $32.28.
On December 4, 2017 your seventh shipment, a 90-day supply, was sent for a total of $96.82 (included $11.97 s&h) to be billed in 3 installments over 28-day billing cycles. The first payment of $32.27 was charged at the time of shipping, leaving a remaining balance of $64.55
On December 4, 2017, the third installment of your sixth shipment was processed in the amount of $32.28, paying the shipment in full.
On January 1, 2018, the second installment of your seventh shipment was processed in the amount of $32.27, leaving a remaining balance of $32.28.
On January 29, 2018, the third installment of your seventh shipment was processed in the amount of $32.28, paying the shipment in full.
On January 30, 2018 your eighth shipment, a 90-day supply, was sent for a total of $96.82 (included $11.97 s&h) to be billed in 3 installments over 28-day billing cycles. The first payment of $32.27 was charged at the time of shipping, leaving a remaining balance of $64.55
On February 27, 2018, the second installment of your eighth shipment was processed in the amount of $32.27, leaving a remaining balance of $32.28.
On March 26, 2018 your ninth shipment, a 90-day supply, was sent for a total of $96.82 (included $11.97 s&h) to be billed in 3 installments over 28-day billing cycles. The first payment of $32.27 was charged at the time of shipping, leaving a remaining balance of $64.55
On March 27, 2018, the third installment of your eight shipment was processed in the amount of $32.28, paying the shipment in full.
On March 31, 2018, per your request, your account was cancelled.
On April 4, 2018, as a courtesy, the remaining balance of $64.55 was cleared for your ninth shipment.
On April 23, 2018, your financial institution reversed the third installment of $32.28 for your eight shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $32.28 due and payable to Proactiv(r) for your eighth shipment.
As a gesture of goodwill and in an effort to resolve this matter, I have cleared the outstanding balance of $32.28 for your eight shipment. Please consider any invoices 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 further will be shipped or billed pending no further orders or chargebacks.
Sincerely,
***.
Consumer Affairs
I received acne/skin care products from proactiv on 3/31/18 that I had not ordered. There was an invoice in the package that said I had already paid $96.36 via my personal credit card with more to be sent every 4 weeks for $89.85. Their explanation, when I contacted them, was that someone had stolen my information. I find that ridiculous since the perpetrator gained nothing by having merchandise sent to me. They claimed it was a test run which I find NOT believable. They refused to give me their email address. This happened a year or so ago with another beauty line called Coal Cosmetics. I never got a refund from them. I believe this is a practice of some unethical online companies to get the initial, and very possibly subsequent payments from my credit card until I discover the transaction, never to recover the amounts they took.
Product_Or_Service: Beauty Products
Order_Number: ***
Account_Number:
Billing Adjustment I want a refund of the $96.36 that my credit card was charged. I don't think it is coincidental that this has happened a second time with beauty products although ***, employee # XXXXXXX, a supervisor who refused to give his last name assured me they were never associated with Coal Cosmetics. I told them I would be reporting them to Revdex.com.
Ms.
***
Utopia, TX ***
Date: 04/10/18
Complaint ID: ***
Account Number: ***
File Number: ***
Dear Ms.,
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 show that on March 30, 2018, per your conversation with our representative, the Proactiv(r) account in your name was cancelled and marked as suspicious activity to ensure the account could not be reopened.
We do request that anyone who is seeing an unauthorized charge from Proactiv(r) on their financial account contact their financial institution to dispute the charge for their own protection and so their financial institution has record of the disputed transaction. Once we receive notification from the financial institution that the charge has been reported as unauthorized, the funds will be released back to your financial institution.
Please rest assured that the Proactiv(r) account in your name is closed with a zero balance. Nothing additional will be shipped or billed.
Sincerely,
***.
Consumer Affairs
(The consumer indicated he/she ACCEPTED the response from the business.)
Customer # *** I've purchased several products from Proactiv and several of my purchases were never delivered. I was billed for them and called to explain they were not delivered. Proactiv continued to bill me and eventually sent me to collections on two occasions. I called customer service several times to work it out, and each time was told my bill would be updated and there would be no charge. Then a month later I would get another bill or another letter from collections. On Februrary 1st, 2018 I called in to resolve the issue. I told them I would pay to have it over with but I still never received any product. The representative said she would take the two $68.82 fees that were in collections and collect half of each fee and settle the case and would be sending out my box of product due to the fact it was never delivered and the hassle. I was charged for the $68.82, however over a month later still am getting letters and calls from collections and there still has not been a box delivered with any products.
Product_Or_Service: Skin Care
Account_Number:
Other (requires explanation) I would like a correction to the credit reports and my products to be sent to me.
Mr.
***
Carol Stream, IL ***
Date: 04/13/18
Complaint ID: ***
Account Number: ***
File Number: ***
Dear Mr.,
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 indicate that you enrolled for automatic shipments of Proactiv(r) on April 22, 2016.
On November 4, 2016, we attempted to process your first payment for your second shipment in the amount of $22.94, but your charge card was declined by your 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 November 7, 2016, your second shipment, a 90-day supply, was sent for a total of $68.82 including $8.97 s&h was sent. According to UPS tracking #***, your second shipment was delivered on November 9, 2016.
On May 4, 2017, your third shipment, a 90-day supply, was sent for a total of $68.82 including $8.97 s&h. According to FedEx SmartPost tracking #***, your third shipment was delivered on May 8, 2017.
On August 4, 2017, your account was cancelled due to non-payment.
On February 1, 2018, credit card payments of $38.90 were received for each your second and third shipments, and the remaining balances of $29.92 were cleared for each shipment. Please consider any invoices received after this date as having crossed in the mail.
As your account is again in good standing, you may place a new order at any time.
Your Proactiv(r) account is currently closed with no further balance owed. Nothing additional will be shipped or billed.
Sincerely,
***.
Consumer Affairs
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the response. However I was sent to collections twice and nothing changed on my credit card for it to not be billed. I have had at least 2 orders never show up that I paid for and in February finally spoke to someone to resolve the issue and was guaranteed with the $38.90 payment for my previous orders that were not sent, that I would get it sent. I ask that you review your recordings of February 1, 2018. I also ask for my merchandise to be sent and an update correcting be sent to all 3 credit bureaus. I love your products but am not satisfied with the customer service and empty promises I have received and amount of time I have spent trying to get this matter resolved.
Mr.
***
Carol Stream, IL ***
Date: 04/26/18
Complaint ID: ***
Account Number: ***
File Number: ***
Dear Mr.,
Thank you for the opportunity to respond. While we strive to assist customers with any delivery or billing issues they may experience, we must be notified in a timely manner. Our records indicate that we were not notified until nine months after your most recent shipment regarding any issues.
However, in an effort to resolve this issues, we are sending a shipment, free of charge, which will include (2) Step 1 Renewing Cleansers, (2) Step 3 Repairing Treatment and (1) Cleansing Body Bar. Please allow 7-10 business days for this shipment to arrive.
Your Proactiv(r) account is closed with no further balance owed. Nothing additional will be shipped or billed.
Sincerely,
***.
Consumer Affairs
I have cancelled multiple times with them. I have received ANOTHER shipment and I called to have it shipped back. First I was told I needed to pay shipping. AFTER A lengthy phone conversation I was told I would recieve a prepaid shipping label to send this order back as it was not supposed to be shipped. Instead I received ANOTHER invoice today and was threatened with collection if I don't pay.
Product_Or_Service: Proactive set
Account_Number:
Other (requires explanation) I want my balance cleared to $0 and the prepaid shipping label to send the product back
Ms.
***
Woodstock, ***
CANADA
Date: 04/10/18
Complaint ID: ***
Account Number: ***
File Number: ***
Dear Ms.,
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 indicate that you enrolled online for automatic shipments of Proactiv(r) on February 7, 2016. We regret we have no record of a cancellation request prior to January 18, 2018.
On November 27, 2017, your eighth shipment entered processing to be sent. When we attempted to authorize the first installment, your charge card was declined by your financial institution. As your account had previously been in good standing, your account was updated to "bill me later" status to minimize any delay in your shipments.
On December 7, 2018 your eighth shipment, a 90-day supply, was sent and invoiced for a total of $111.67 for which payment has never been received.
On January 18, 2018, per your request, your account was cancelled.
As a gesture of goodwill and in an effort to fully resolve this matter, I have cleared the remaining balance of $111.67 for your eighth shipment. As we are unable to issue return labels to Canadian customers, please keep this shipment with our compliments, to use or dispose of as you see fit.
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.)