Proactiv Company Reviews (%countItem)
Proactiv Company Rating
Address: 100 N Sepulveda Blvd #1400, El Segundo, California, United States, 90245-5602
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On September 29, 2017, I purchased a money order for $15.94, and mailed off my order for Proactiv products. I contacted Proactiv in the earlier part of December inquiring about my order. I was told by a representative that I was not in the system and my order was never received. I was then told to contact the currency exchange to see if the money order had been cashed. I proceeded to call the currency exchange, the second time calling while the Proactiv representative was on the line. The agent from the currency exchange informed us that the money order was cleared on October 10, 2017. The Proactiv agent said that he would still need it in writing. The agent said it would cost $10 plus additional fees to fax over to Proactiv. I believe Proactiv should ship me my order without me having to spend money, after all, the supervisor was on the phone when I made the call to the currency exchange. My money order was made out to Proactiv and the money order number is ***. The name of the currency exchange is Continental Currency Exchange Inc.,the address is ***, Chicago, IL ***, and the telephone number is ***.
Product_Or_Service: Proactiv/skincare
Other (requires explanation) I would like for Proactiv to send me my introductory order. Which is, a 30-day supply, along with a free cleansing brush and free green tea moisturizer. The order was $9.95 plus $5.99 for shipping and handling.
Ms.
***
Chicago, IL ***
Date: 12/27/17
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 that we have been unable to locate your original mailed Proactiv(r) order form or the Money Order you had included for payment.
As a gesture of goodwill and in an effort to resolve this matter, we have sent a complimentary 30-day supply, by expedited service, to include the Cleansing Brush and Green Tea Moisturizer. Please allow 5 to 7 business days for delivery, and we apologize for any inconvenience this process may have caused.
Nothing additional will be shipped or billed, unless you choose to place a new order.
Sincerely,
***
Consumer Affairs
daughter 16 years old they sent her product we mailed back asked that they take her off their list they charged her debit card and remailed and charged again - we returned second box of product with a refund request no response we changed the debit card so they couldn't do it again now getting bills for product we dont have - called and they said oh no shes a member she can not send back product she has to pay women snotty. she is a minor they need to go away they have all their product back even the product that was paid for. no refunds just bills
Product_Or_Service: skin care
Order_Number: ***
Account_Number:
Other (requires explanation) they need to be happy they received their product back and quit billing for materials we dont have
Ms.
***
Clay Springs, AZ ***
Date: 12/21/17
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 August 9, 2017.
On September 5, 2017, ***'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 charged at the time of shipping, leaving a remaining balance of $45.88.
On October 3, 2017, we attempted to process the second installment of $22.94 for ***'s second shipment, but her charge card was declined by her financial institution. Several invoices have been sent informing her of the remaining two installments of $22.94 each, for a total remaining balance of $45.88. Our records indicate this shipment has not been received back at our facility.
On November 25, 2017, ***'s third shipment, a 90-day supply, was sent and invoiced for a total of $68.82 (including $8.97 s&h).
On December 1, 2017, per your telephone request, ***'s Proactiv(r) account was cancelled.
On December 13, 2017, ***'s third shipment was processed as received at our facility, within the 60-Day Money Back Guarantee, at which time the product balance of $59.85 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $8.97 (s&h) was not cleared.
As a gesture of goodwill and in an effort fully to resolve this matter, I have cleared the remaining balances of $45.88 for the second shipment and the $8.97 s&h from the third shipment. Please consider any monthly 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, and nothing additional will be shipped or billed.
Sincerely,
***.
Consumer Affairs
(The consumer indicated he/she ACCEPTED the response from the business.)
Received product in mail. We no longer cared to continue use of product so I called the billing department. I was told that if product was returned (to the location given by agent) then the bill would be zeroed out and we no longer receive product and account would be canceled. Upon opening the mail today, I was surprised to see a bill for 131.82 to a creditor on behalf of Proactiv. I called billing today 12/6/2.017 and was told because account was past 180 days, nothing could be done. Product was returned sometime in early July, 2017 (well over 180 days ago.) My problem is that I do not enjoy paying for a product that was never used, and returned in the original packaging unopened.
Product_Or_Service: Skin care
Other (requires explanation) I would like a refund of $131.82 returned to me.
Mr.
***
Herriman, UT ***
Date: 12/27/17
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 reflect that you enrolled online for automatic shipments of Proactiv(r) on October 28, 2015.
On February 19, 2017, your seventh shipment, a 90-day supply, was sent and invoiced for a total of $131.82 (including $11.97 s&h). To date we have no record of this shipment being returned for credit or of payment being received.
On July 11, 2017, your eighth shipment, a 90-day supply, was sent and invoiced for a total of $131.82 (including $11.97 s&h). No payment was received for this shipment.
On July 19, 2017, per your request, your Proactiv(r) account was cancelled.
On November 1, 2017, your eighth shipment was processed as received at our facility after the 60-Day Money Back Guarantee had expired, therefore, the balance was not cleared.
On December 6, 2017, as a courtesy, the balance of $131.82 was cleared for your eighth shipment.
As a gesture of goodwill and in an effort fully to resolve this matter, I have cleared the remaining balance of $131.82 for your seventh shipment. Please consider any monthly 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 company claims you can cancel future orders with them by logging in and chatting with a representative. When I tried to do this they refused.
On Dec. 8, 2017, I got online to cancel my future shipments because my son's skin is not responding well to their products. It is stated on their website that you can cancel by logging in and chatting with a representative. I explained why I wanted to cancel. ***, the chat representative, insisted on shipping me a free trial of their sensitive skin products, which I had neither agreed or disagreed to because I was somehow disconnected from the chat. There was no option to email a transcript of the chat so I don't have record of the first chat session. However, I logged back in and chatted with *** again, yep same person apparently. This time I copied the text so I could paste into a document, here is the transcript:
***: Hello, my name is ***. How may I help you today?
***: Good morning.
You: Hi I accidentally got disconnected chatting with you a few minutes ago
***: I'll be happy to help you with that.
***: May I please have your first and last name?
You: ***
***: Thank you.
***: May I ask what kind of results you experienced with the products?
You: more severe breakouts
***: We are very sorry to hear that you have experienced this. Unfortunately, I would be unable to assist you further with any requests due to the nature of your experience. Please contact our Customer Care team at *** for further assistance and if you have concerns, pause product usage for the time being.
You: so are my future orders cancelled then?
***: To cancel Please contact our Customer Care team at ***.
You: your website says you can cancel by chat
You: I don't have time to sit on the phone
***: At this time I cannot cancel the account. We can have someone call you if that is more convenient.
You: its not convenient. I am giving you notice as per the agreement that I want to cancel future shipments
You: if I am charged on my credit card I will notify my cc company that the charges are fraudlent
***: I can have someone call you if you prefer. I cannot cancel the account. I apologize for the inconvenience.
You: why does your website say that you can cancel future shipments by logging in and chatting?
You: I want to chat with someone elses then
***: We cannot cancel your account over chat. I can either have someone call you or you can call our customer care team. Whichever you prefer.
You: I am reporting you to the Revdex.com. That is a bunch of crap.
You: you can have some one call me
***: Certainly.
You: ***
***: Thank you.
***: Was there anything else I can assist you with today?
You: no you are of no help whatsoever
You: dont expect a good review
***: I'm sorry you think that. We have to direct people with this issue to call. Thank you for your time.
***: Thank you for visiting Proactiv.com. Feel free to chat with us again, or call Customer Service at ***.
The agent has exited the chat. Thank you for chatting with us today.
As you can see, despite the fact that they claim it is as easy as logging in and chatting to cancel your shipments, they will not let you do it. Furthermore, they wasted a bunch of my time in the first session by never informing me that they would not cancel it via chat and instead engaging me and attempting to sell me different products.
I do not believe that should make a claim on their website that you can cancel via chat if they are unwilling to.
remove the claim from their website that you can cancel by logging in to chat with a representative.
Ms.
***
Porterville, CA ***
Date: 12/21/17
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 March 2, 2017.
On December 8, 2017, you reported via "Live Chat", your concerns regarding a reaction your son had to the products, and also requested your account be cancelled. The agent asked you to call Customer Service to complete this process, primarily as a precautionary process to allow us the opportunity to gain additional information about your son's reaction. We regret if this was not fully apparent at the time.
On December 11, 2017, per your "Live Chat" request, your Proactiv(r) account was cancelled.
Your Proactiv(r) account is closed with no further balance owed. Nothing additional will be shipped or billed.
Sincerely,
***.
Consumer Affairs
This is the typical bait and switch tactic. I tried their products once under the FREE TRIAL offer, then cancelled the order. They have been taking out $101 a month for the past couple of months, without permission. When I called to complain they became quite belligerent. I would like to get my money back and forewarn people about the free trial.
Other (requires explanation) Not Entered
Ms.
***
Norwalk, CT ***
Date: 12/21/17
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 June 24, 2016. 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. We have no record of a cancellation request prior to November 30, 2017.
On August 28, 2017, your sixth shipment, a 90-day supply, was sent and invoiced for a total of $101.82 (including $11.97 s&h).
On November 30, 2017, per your telephone request, your Proactiv(r) account was cancelled. At that time, per your request, payment for your sixth shipment was also processed in the amount of $101.82, paying the balance in full.
Our records reflect all shipments were billed as requested, and as no shipments have been received back at our facility as returned.
Your Proactiv(r) account is closed with no further balance owed. Nothing additional will be shipped or billed.
Sincerely,
***
Consumer Affairs
I have been lied to repeatedly since Nov 26, 2017. I first spoke with Jose on this day after placing my order online November 20, 2017, with my debit card. The purchase of the Proactive product showed on my purchases online. I ordered the item for next day shipment. I waited until Nov 21, but nothing arrived as promised. I was told my email address is not correct. So, I called to have it corrected. I was told it is corrected now, and it *** update in 24 hours. This explains why I never received an online receipt of my Proactive purchase or shipment confirmation. I called again the next day and was told it would take 24-48hours for the email to update. The next day I called and was told my email is correct in the system now, and the problem is my mailing address, per the online *** rep. How can you say the email is right, but the address is wrong. The email and address was verified by phone with no less than three *** reps. I'm a United States Marine Corps disabled Veteran and I'm very disappointed in the way this is being handled. Is this the way we treat America's disabled Veterans?
Product_Or_***: Proactiv Solution
Order_Number: XXXXXXXX
Account_Number: XXXXXXX
Other (requires explanation) I wish for my order to be delivered as it was ordered with express shipping of one day. I want my email address to be actually corrected and not just say it is corrected to the following. Notice there is only two letters S's in my. name not three. I was told that my order was elevated to management, because first it was a email issue, then address issue, which one is it? How much typing does it take to get ACNE products'(United States Marine Corps, Veteran)
Mr.
***
***
Silver Spring, MD ***
Date: 12/11/17
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 apologize for any misinformation that you may have been given for the delay in your order, as this was primarily due to one of the items in your order being on backorder. Once inventory levels had been replenished, we were able to complete your first shipment. Further, I have verified that your email address on file, does match the one included in your inquiry.
Our records reflect that you enrolled online for automatic shipments of Proactiv(r) on November 20, 2017.
On December 6, 2017, your initial order was shipped via FedEx Overnight delivery, which according to FedEx tracking #***, was then delivered on December 7, 2017.
As a gesture of goodwill in an effort to resolve this matter, I have issued a full refund of your initial order, in the amount of $54.94. Please allow 3-5 business days for these funds to post to your account.
Your Proactiv(r) account is closed with no further balance owed. Nothing further will be shipped or billed.
Sincerely,
***.
Consumer Affairs
(The consumer indicated he/she DID NOT accept the response from the business.)
I received the first shipment, and I called on yesterday to cancel any future orders, because I have a Dermatologist.
I never received a cancelation email as promised.
I got an email about future shipments.
Mr.
***
***
Silver Spring, MD ***
Date: 12/19/17
Complaint ID: ***
Account Number: ***
File Number: ***
Dear Mr.,
Thank you for the opportunity to respond. Please rest assured that as of December 11, 2017, your account has been cancelled.
Your Proactiv(r) account is closed with no further balance owed. Nothing further will be shipped or billed.
Sincerely,
***.
Consumer Affairs
I am currently expected to pay $212.16 for products returned to the company. I cannot use the product because it causes irritation to my face as well as bleaches my pillow cases. The company's policy is to remove your balance if the product is returned within 180 days. However, one of the two products I am being charged for was returned within that 180 days. The charge was not removed on their end, so they are holding me responsible. Ridiculous!
Order_Number: ***
Account_Number:
Other (requires explanation) I want the balance removed because I do not have the product and cannot use the product. They said they would send a replacement once the balance was paid, but I cannot use the product. I was told by a representative at their company to return the unopened product and it would be removed from billing. Not only did this not happen, but I am being sent to collections for the balance.
Deceptive business practices. Automatically enroll you in a repeat purchase program when ordering what appears to be a one time order. When you deceive customers, we don't come back. Then you make me pay shipping to return unwanted product. Poor business decision that I'm sure will catch up to this company one day.
Dear Mr.
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
We apologize if there was any confusion in regards to the Proactiv�® offer which you accepted. As part of the initial purchase, customers are enrolled in the Proactiv�® member program and are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. Customers must check a box stating they agree to the terms of the offer before they may process their order. In addition, the products are also shipped with information reiterating the terms and benefits of membership.
Our records indicate that on December 1, 2017, per your request, your account was canceled.
In anticipation of receiving your return for your second shipment, we have issued a full refund of $22.94 and cleared the outstanding balance of $45.88. Please allow a minimum of 3-5 business days to view this credit.
Please rest assured your Proactiv�® account is closed. Nothing further will be sent or billed to you unless you place a new order.
Sincerely,
***
Consumer Affairs
Proactive has falsely charged my account for something I did not receive and has contacted collections impacting my credit
Hello. I bought a trial from this company. Paid it in full. Got my items. Enjoyed them. Then moved away. After I moved a few months later I got a notification from a company saying I was delinquent with debt. It turns out they stored my information and continued to send me stuff without my permission. I paid in full for the item I did get. Then they sent stuff to my old apartment and It was likely returned or taken by someone else. I was charged for products I never received. Sent to collections for a false charge and over a scam. I paid for the item I did receive and It wouldnt make sense to keep sending me stuff and not charge me. I never got anything and the debt needs to be cancelled and collections to be taken care of and my credit fixed. Worst company ever.
Remove the debt and fix my credit. You sent me no product and I did not authorize you to send anything to me if you did. And I didnt get anything even if you did send a product as I moved. I have nothing to return.
Ms.
***
***
Tampa, FL ***
Date: 12/08/17
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 22, 2016. 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. We regret if you found the terms of the offer unclear in any way.
On August 17, 2016, we attempted to authorize payment for the first installment of your second shipment; however, your charge card was declined by your financial institution. As your account was in good standing with no record of a cancellation request, your account was updated to invoiced billing.
On October 5, 2016, your second shipment, a 90-day supply, was sent and invoiced for a total of $98.82 (including $8.97 s&h).
On December 22, 2016, your third shipment, a 90-day supply, was sent and invoiced for a total of $98.82 (including $8.97 s&h).
On July 17, 2017, your account was automatically cancelled due to the outstanding balance.
As a gesture of goodwill and in an effort to resolve this matter, your second and third order balances of $98.82 each have been cleared. Furthermore, North Shore Agency was notified to remove your account from collections. 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
Hello, I purchased Proactiv and they enrolled me in the program where they sent a package every month. They mailed me 2 packages and I called to cancel and return them. I told the agent the packages were unopened and I wanted to return them. The agent said that after they received them they would remove the balance I had with them, The agent gave me 2 return codes to return them and I mail both packages together. A few months after returning them I kept getting messages that I still had a balance of 107.46. I called and spoke with an agent who told me that they cannot remove the balance because they received them after 60 days. I told the agent that I was never told that even though I Return the unopened packages I still had to pay for something I never used and for something that I don't have. This company is charging me for something I didn't use, they have the product. This is unfair. The agent I spoke with wants me to pay for it and after they will send the product again for me to keep. I told them I don't want it that's the reason I returned it, that the product never worked on me.
Product_Or_Service: Skin care products
Order_Number: ***
Account_Number:
Other (requires explanation) I want the company to keep the product and remove the balance.
Ms.
***
Bell Gardens, CA ***
Date: 12/08/17
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 March 14, 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 April 8, 2017, we attempted to authorize payment for the first installment of your second shipment; however, your charge card was declined by your financial institution. As your account was in good standing without a request for cancellation, your account was updated to invoice billing.
On April 9, 2017, your second shipment, a 90-day supply, was sent and invoiced for a total of $98.82.
On July 2, 2017, your third shipment, a 90-day supply, was sent and invoiced for a total of $98.82
On August 4, 2017, both your second and third shipments were received back at our facility. Your second shipment was beyond our 60-Day Money Back Guarantee, thus no credit was issued, leaving a remaining balance of $107.46. Your third shipment was within the 60-Day Money Back Guarantee and a credit, less s&h, in the amount of $98.16 was issued. Per the terms of our 60-Day Money-Back Guarantee, the $9.80 (s&h) was not cleared.
On November 9, 2017, payment of the s&h for your third shipment was processed in the amount of $9.80, paying the remaining shipment balance in full.
As a gesture of goodwill and in an effort to fully resolve this matter, the balance of $107.46 has been cleared for your second 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 Proactive response. They solved my Issue.
I ordered an intro cosmetic advertised on TV. It came, credit card was charged. I did not know that it was a continuing scam. Advertised on TV - Gunthy Renker (GR). I received a 2nd box, did not open it, but called the TV show and tried to cancel it - they GR - operator had no record of me in their system, yet I called same phone # that I ordered from. Operator told me to throw away product as they wouldn't accept it anyway. I didn't throw the box away, still unopened, but thought I was done -- even tho she had no record of me. I received a 3rd box and had to open it after I again called the TV advertising promoter GR, and again no record. I called IT Cosmetics, customer # ***, and said I didn't order anything but the first intro kit, while he did cancel my order and instructed me to return the 2 boxes, WHICH I DID. My credit card was charged over $200 and I took it up with Discover who cancelled the charges. Then IT Cosmetics is haggling with them showing proof of delivery. I returned the 2 boxes in 1 of their boxes to conserve on postage, with a tracking # from USPS *** sent on 7-17-17. IT Cosmetics is continuing to harass me with collection notices and is relentless.
Product_Or_Service: Make up
Order_Number: ***
Account_Number:
Billing Adjustment I only should pay for what I ordered - the first intro kit - and they should stop the bullying tactics of collection. I get a collection notice from them every other week. I am following up with USPS to confirm they received the return products. Not only did I not know that I had somehow got into a repeating order, I certainly wouldn't have spent over $250 on makeup products in 3 months! The distributor Gunthy Renker appears to be engaged in false advertising, and IT Cosmetics Bill Ellis
Ms.
***
Worth, IL ***
Date: 12/7/17
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 IT Cosmetics(r) products from Guthy-Renker on February 22, 2017. As part of the initial purchase, customers are enrolled in the IT Cosmetics(r) products from Guthy-Renker 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 March 21, 2017, your second 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 charged at the time of shipping. The second and third installments of $43.94 each were processed on April 19 and May 17, 2017.
On June 14, 2017, your third 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 charged at the time of shipping, leaving a remaining balance of $87.88.
On June 24, 2017, per your telephone request, your account was cancelled. Orders that have already shipped at the time of cancelation will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
Therefore, on July 12, 2017, the second installment for your third shipment was processed in the amount of $43.94, leaving a remaining balance of $43.94.
On July 25, 2017, your first shipment was processed as received at our facility after the 60-Day Money Back Guarantee had expired, thus no refund was issued. Records reflect this was the only package that was received back at our facility.
On August 7, 2017, your financial institution reversed the second installment of $43.94 for your third shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $87.88 due and payable to IT Cosmetics(r) products from Guthy-Renker.
On August 16, 2017, your financial institution reversed all three installments of $43.94 each for your second 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 IT Cosmetics(r) products from Guthy-Renker.
As a gesture of goodwill and in an effort to resolve this matter, I have cleared the remaining balances of $131.82 for your second shipment, and $87.88 for your third shipment. I have also issued a refund of $43.94 for the first installment of your third shipment. Please allow 3-5 business days for these funds to post to your account.
Your IT Cosmetics(r) products from Guthy-Renker account is closed with no balance due. Nothing additional will be shipped or billed.
Sincerely,
***.
Consumer Affairs
Requested cancellation and no auto-re-order; no action taken.
1. On-line order 02/01/2017
2. 02/07 contacted proactiv to cancel order (TT Zoey)
3. 07/11/2017 received another order; I returned product my mail with repeat to cancel and no re-order
4. 10/18/2017 received another order; I did not order this product; I rejected charges to AMEX; Instructed AMEX to block charges from this firm
5. 10/18/2017 I sent certified letter; received by Arden NC office 10/26/2017
6. 10/29/2017 received cancellation notice and bill $101.82; Spoke to my attorney who advised me that I had no obligation to pay when I did not request the order.
7. 11/29/2017 received bill for product; and another on 11/03, 11/10/... and latest 11/14
Refund $101.82
Ms.
***
Fairfax Station, VA ***
Date: 11/20/17
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 for automatic shipments of Proactiv(r) on January 28, 2017. We regret we have no record of a cancellation request prior to October 26, 2017, at which time your account was promptly cancelled.
On February 7, 2017, a telephone request from Mr. *** was received to change the shipping interval on your account. It was advised at that time that the maximum amount of time we could postpone shipments was five months. We regret if it was the intent to cancel your account at that time.
On June 28, 2017, your second shipment, a 90-day supply, was processed for a total of $101.82 (including $11.97 s&h) and was charged in full to the credit card on file.
On July 28, 2017, your second shipment was received back at our facility. At that time, a refund was issued, less the non-refundable shipping and handling, for a total of $89.85.
On September 20, 2017, we attempted to process payment for your third shipment; however, your charge card was declined by your financial institution. As your account was otherwise in good standing, your account was updated to invoice billing.
On October 2, 2017, your third shipment, a 90-day supply, was sent and invoiced for a total of $101.82.
On October 26, 2017, per your written request, your account was cancelled.
As a gesture of goodwill and in an effort to resolve this matter, I have cleared the remaining balance of $101.82 for your third shipment. As nothing was charged for your third shipment, we are unable to issue any refunds for that 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.)
They cancelled the bill for the shipment and sent a prepaid shipping label to return their product. At best their business practices a re deceptive or illegal as noted in the complaint.
I accept that this complaint is closed.
I ordered a trial package of proactive for 14.99 I paid with a check. I wanted to try it out. I was sent a package in the mail from west allis post office. They se nt another proactive box and said I owed 68.99 . I did not want to have another shipment sent out. I sent the package back via west allis post office. I did not keep the second package I sent it back. They are not keeping track of there product returns. I have been sent to collections over this issue. Just asking to be fair in this matter. I sent it back .
Product_Or_Service: proactive skin care
Other (requires explanation) I have been very fair, I have not stolen anything. The first shipment I received I did pay for that. The second shipment I received I sent back. Someone is not tracking returns in your company. It was returned in July of 2017 at west allis post office.
Ms.
***
Milwaukee, WI ***
Date: 11/14/17
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 for automatic shipments of Proactiv(r) on February 20, 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 stated on the order form that was mailed in with your payment. The products are also shipped with information reiterating the terms and benefits of membership.
On March 18, 2017, your second shipment, a 90-day supply, was sent and invoiced for a total of $68.82 (including $8.97 s&h).
On April 26, 2017, per your written request, your account was cancelled.
On June 16, 2017, your second shipment was processed as received at our facility after the 60-Day Money Back Guarantee had expired, thus no refund was issued.
On November 6, 2017, as a courtesy, the balance of $68.82 was cleared 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
We have requested the product not be sent to us multiple times. They keep sending, and billing.
Customer # ***
Product # ***
Customer service is automated, so speaking to a real person is nearly impossible. I believe this is intentional to accommodate this very issue. We have called the company on many occassions, the few times where an actual human representative has answered, we have instructed them to stop sending the Proactive product. But it keeps coming, along with the bill.
As mentioned above, contacting a human is made very difficult, the longer Proactiv keeps its customer base at bay, the longer they can bill. And this is Exactly what they do. If I lived in Harlan IA, I would walk into their offices and tell them what I'm saying here... But we can't, no one can, because you can't contact a person there! STOP SENDING US YOUR PRODUCT!!
STOP SENDING US YOUR PRODUCT!! ANSWER YOUR PHONE, AND STOP SUCH UNETHICAL BUSINESS PRACTICES!
Ms.
***
Rockton, IL ***
Date: 11/16/17
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 for automatic shipments of Proactiv(r) on February 14, 2007. We regret we have no record of a cancellation request for your account.
On December 11, 2016, your thirty-sixth shipment, a 60-day supply, was processed for a total of $45.89, (including $5.99 s&h) to be billed in a single payment. Following non-receipt of payment, several invoices have been sent, informing you of your remaining order balance of $45.89.
On March 20, 2017, your thirty-seventh shipment, a 60-day supply, was processed for a total of $45.89, (including $5.99 s&h) to be billed in a single payment. Following non-receipt of payment, several invoices have been sent, informing you of your remaining order balance of $45.89.
On June 26, 2017, your thirty-eighth shipment, a 60-day supply, was processed for a total of $45.89, (including $5.99 s&h) to be billed in a single payment. Following non-receipt of payment, several invoices have been sent, informing you of your remaining order balance of $45.89.
On September 9, 2017, your account was automatically cancelled due to the outstanding balance
On September 17, 2017, your account was placed in collections with North Shore Agency for the outstanding balance of $45.89 for your thirty-sixth shipment.
As a gesture of goodwill and in an effort to fully resolve this matter, the account balance of $45.89 has been cleared for your thirty-sixth shipment. Further, North Shore Agency was notified to remove your account from collections.
As an additional courtesy, the account balances of $45.89 each for both your thirty-seventh and thirty-eighth shipments, have also been cleared. Please consider any invoices received for any of these orders, after the date of this correspondence, as having crossed in the mail.
Your Proactiv(r) account is now 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 have canceled this service many times. I even canceled my debit card so they would stop billing me. I have returned all packages sent to me and they still send bills. Increasing amounts each time. In Aug I received a bill for 32.94, then in Nov I received a bill for 98.82. Each time I received a bill or they billed my debt card I called to cancel. Each time I was told they would stop.
Product_Or_Service: Face treatment
Account_Number:
Refund I just want them to stop. Stop billing, stop sending me product. I want the bill to be cleared with no further contact. Thank you
Mr.
***
Boise, ID
Date: 11/16/17
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 reflect that you enrolled for automatic shipments of Proactiv(r) on September 8, 2016. We regret we have no record of a cancellation request prior to September 20, 2017.
On March 13, 2017, your fourth shipment, a 90-day supply, was processed for a total of $98.82 (including $8.97 s&h) to be billed in 3 installments over 28-day billing cycles. The first installment of $32.94, was charged at the time of shipping, with the two remaining installments of $32.94 each, being charged on April 11 and May 9, 2017, respectively.
On June 4, 2017, your fifth shipment, a 90-day supply, was processed for a total of $98.82 (including $8.97 s&h) to be billed in 3 installments over 28-day billing cycles. The first installment of $32.94, was charged at the time of shipping, with the second installment of $32.94 being charged on July 4, 2017, leaving a remaining balance of $32.94.
On August 1, 2017, when we attempted to process the third installment for your fifth shipment, it was declined by your financial institution. Billing statements were sent monthly advising of the outstanding balance for your fifth shipment.
On August 27, 2017, when we attempted to authorize payment for the first installment of your sixth shipment, it was declined. As your account was in good standing other than one outstanding payment, your account was converted to invoice billing.
On August 29, 2017, your sixth shipment, a 90-day supply, was shipped and invoiced for a total of $98.82 (including $8.97 s&h).
On September 20, 2017, per your request, your account was cancelled.
On November 1, 2017, a refund of $65.88 was issued for your fifth shipment plus the remaining balances of $32.94 and $98.82 were cleared for your fifth and sixth shipments, respectively.
As a gesture of goodwill and in an effort to fully resolve this matter, I have issued a full refund of $98.82 for your fourth shipment. Please allow 3-5 business days for these funds to post to your account.
Your Proactiv(r) account is now closed with no further balance owed. Nothing additional will be shipped or billed.
Sincerely,
***.
Consumer Affairs
Canceled acct 6/13/17,returned final shipment & received refund 7/6.Another charge on my card 10/29;Cust Svc said acct on 'hold' incase I chg my mind.
Canceled acct 6/13/17 via phone call to Customer Service department. Per instructions I returned final shipment & received refund 7/6. I noticed another charge on my card 10/29. I called company and representative said that although I called to cancel in June, the account was placed on 'hold' for 6 months incase I changed my mind. Cancel means cancel & it has not been 6 months yet - so the story doesn't add up. I asked the representative to make a note on the account that I was filing a complaint with the Revdex.com. This company makes it extremely difficult to cancel. I was actually warned by a friend before I placed my 1st order. I want nothing to do with this company and their shady practices.
I want my account completely cancelled and a refund for charge on my account.
Ms.
***
New Rochelle, NY ***
Date: 11/10/17
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 22, 2016.
On June 13, 2017, our records indicate that you processed a request via your online account to send next shipment immediately and to change the frequency of delivery to every 20 weeks. On that same date, we received your request to cancel your account. However, it was advised at that time that as an order was currently processing we were unable to cancel your account and that you would need to call back.
As we have no record of you calling back to cancel your account, on October 30, 2017, your fourth replenishment shipment, a 90-day supply, was processed, for a total of $47.82 to be charged at the time of shipping. An authorization was obtained from your financial institution to insure availability of funds, but no actual charge was processed at that time.
Also on October 30, 2017, after your order had already processed, your account was cancelled per your request. As your fourth shipment had already processed, we were unable to keep it from being sent. However, as a courtesy, the balance was cleared so that the authorized funds could be released back into your account by your financial institution. If the authorization of $47.82 has not yet been released back into your financial account, please contact your financial institution for further assistance.
Your Proactiv(r) account is closed with no further balance owed, and nothing further will be shipped or billed.
Sincerely,
***
Consumer Affairs
After ordering and using the product I called to cancel my membership as they offer no other way to communicate. When I called the agent wanted to know why I was cancelling. I let her know I don't need the product as often as they suggest and since there is no way to not be automatically scheduled to receive more products other than to cancel. She said that was fine and she would cancel my account and informed me how to order in the future. Around 2 months later I received an overdraft notification from my bank. It was ProActive charging me for a shipment they sent out. I immediately called asking why this was happening and explaining they have overdrafted my account. The agent said there was no record of me cancelling. He said the charge is pending and it will be removed in 7 days. I explained that by holding a pending charge my account goes into the red and whatever money was there is now not accessible. The agent said he would send me a return label. I asked about the overdraft and he offered no solution. I called back 2 days later receiving yet another outsourced agent. I again explained that the pending charge has created an actual overdraft because a real bill was paid, one that I was aware of unlike the situation with ProActive where I should not have had to plan for the bill because I had already cancelled my account! This agent said I could fax my case to them and it would be reviewed in 7-10 business days. I let her know that is not ok. I am now out $50 for 2 weeks because of their mistake. Also now that they have caused me to overdraft my bank put a 1 week hold on part of my deposit,$103 to be exact so really I am out $153. I asked to speak to a superior. The supervisor came on the line and again offered no help. He told me to fax my info over and it would be reviewed. He was very rude and talked over me anytime I attempted to speak and constantly repeating himself while talking over me like a 5 year old. This guy said they have all calls made by me recorded. I said then go listen to my tape 2 calls ago since you have no record of me cancelling. Again he cut me off repeating the fax process. The process is a 2 week process! In my opinion, they should pay me interest as well. I guarantee they will charge it if your payment is late. This company is tricky. They do not wish to hold themselves liable for their mistakes and unfortunately they are ok with the consumer suffering and paying the price. BUYER BEWARE!!!!!!!!!!
Product_Or_Service: ProActive
Other (requires explanation) Refund the $25 overdraft fee your company has caused.Compensate me for the money you put on hold for 2 weeks without permission. Compensate me for having to use my time and resources to mail your product back that you should have never mailed me in the 1st place.How can you compensate me for causing me to not be able to access my actual money because of your mistakes?
Mr.
***
Leavenworth, KS ***
Date: 11/10/17
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 reflect that you enrolled online for automatic shipments of Proactiv(r) on April 30, 2017.
On May 25, 2017, your second shipment, a 90-day supply, was processed, for a total of $59.85, (including $8.97 s&h), to be billed in 3 installments over 28-day billing cycles. The first installment of $22.94 was charged at the time of shipping, with the two remaining installments being charged as scheduled, on June 22 and July 20, 2017, respectively.
On August 7, 2017, we received your request to cancel your account; however, due to a technical issue, your request was not processed. We regret any inconvenience.
On October 12, 2017, per your request, your account was cancelled. At that time, you were notified that your third shipment, a 90-day supply, had already been processed and could not be stopped from being shipped. While your charge card had been authorized for the first installment payment, all payments for this shipment were cancelled to keep your card from actually being charged and to allow the authorization to be released by your financial institution. We have no control over how long it takes for your financial institution to release funds back into your account.
In an effort to resolve this matter, and in consideration of your request to have overdraft fees be reimbursed and for any inconvenience, I have issued a full refund of $68.82 for your second shipment. Please allow 3 to 5 business days for these funds to post.
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.)
Proactive refused to cancel my account after I chatted with them on August 10th 2017. They also refuse to refund my money despite returning products.
r is *** and order number ***.
On August 10th 2017 I contacted Proactive via their online chat function and requested my account be cancelled. I also requested instructions on how to return the product I received that I no longer wanted. Despite cancelling with the online chat agent and returning the products to them via standard mail, I received no refund and my account continued to be active until I chatted AGAIN on October 19th. The representative on the October 19th chat stated that she saw that my account was supposed to be cancelled but it wasn't. She claims that she "really cancelled" it this time, which may or may not be true. In any event, I have a screen shot of my account and the chat box from the October 19th chat showing where I am scheduled to receive ANOTHER shipment despite having cancelled August 10th. The chat rep will not issue a refund because I cannot "prove" the product was returned. I didn't know returning a product with tracking was required, so I have no idea how to prove where this return is in the mail system. Perhaps the issue is that it was returned to proactive successfully and my account never got credited because it was continually listed as active despite the fact that I chatted on August 10 2017 requesting cancellation. My c
I need the account verified to be cancelled and I need a refund, per your return policy, of the total price deducted from my bank account on 10/3/17, 9/5/17, and 8/9/17. This amount totals to $98.82.
Mr.
***
Lexington, KY ***
Date: 10/31/17
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 reflect that you enrolled online for automatic shipments of Proactiv(r) on July 14, 2017. At that time, your initial order was sent for a total of $35.94, (including $5.99 s&h) and was charged to the credit card provided.
On August 7, 2017, your second shipment, a 90-day supply, was sent as scheduled for a total of $98.82 (including $8.97 s&h), to be billed in 3 installments, over 28-day billing cycles. The first payment of $32.94 was charged at the time of shipping, leaving a remaining balance of $65.88.
On August 8, 2017, we received your request to cancel your account; however, orders which are shipped prior to a request of cancellation continue to bill until paid in full or returned for credit.
Therefore, on September 4 and October 2, 2017, respectively, the second and third installments of $32.94 each for your second shipment were processed, paying the balance in full.
On October 19, 2017, we received communication that you had returned your first and second shipment. Although we have no record of your returns, as a courtesy, refunds of $29.95 and $89.85 were issued for your first and second shipments, respectively. Per the terms of the offer, the s&h was not refunded.
As a gesture of goodwill and in an effort to fully resolve this matter, I have issued additional s&h refunds of $5.99 and $8.97 for both your first and second shipments. Please allow 3 to 5 business days for these credits to post.
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.)
Thank you for offering to settle this matter.
I ordered Xout in March emailed to cancel 5/13 (60 day $ back guarantee), rec'd collect notice 8/31, emailed again! $45.88 is what they say I owe!
I ordered Xout for my daughter in March of 2017. On May 13,2017 I emailed the company to cancel the order as it was not working! The company offers a 60 day money back guarantee which I did not request, I only wanted the order cancelled ! On 8/31 I received an email from them stating my account was delinquent & would be sent to collection! At 5:40 pm on August 31st, I responded to their email indicating I had already cancelled my order and did not appreciate their threats and if they did not rectify my account I would be contacting your agency! Today, October 2, 2017, I received a "Statement of Collection Agency Involvement" from North Shore Agency.
I contacted Xout (***) per the letters request! I spoke with Gilbert @ 2:09pm explained the situation he then transferred me to Meg (billing specialist) who was adamant that I owed $45.88. I informed her when I signed up I agreed to the price of $19.95 plus shipping but had canceled due to quality of product! I could've asked for my money back as they offer a 60 day money back guarantee but I did not agree to pay $68.82 for a 90 day supply! I was to be billed monthly $19.95 plus shipping! Not 90 days at a time! She was rude & unhelpful! Condescending actually so I had not choice but to contact your agency for help! After not hearing from them for a month August 31st until now I assumed they researched my order & cancellation request & had rectified my account!
I am disputing the $45.88 they say I owe for a 90 day supply that allegedly they billed me $68.82 for???
Please help! I'm trying to rebuild my credit & do not want this on my credit report! I paid the $22.94 for the initial order but was unhappy with the results of the product!
I just want this removed from collection as I paid the $22.94 for the initial order but cancelled! I do not want this on my credit report! I have worked so hard to rebuild it! I did what I was supposed to by emailing them to cancel.
Attleboro, MA ***
Date: 10/11/17
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 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.
Our records reflect that you enrolled online for automatic shipments of X-Out on August 20, 2016.
On March 7, 2017, your fourth shipment, a 90-day supply, was processed 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 charged at the time of shipping, leaving a balance remaining of $45.88.
On April 4, 2017, we attempted to process the second installment of $22.94 for your fourth shipment, but your charge card was declined by your financial institution. An invoice was then sent informing you of the remaining balance of $45.88.
On May 13, 2017, per your request, your account was cancelled; however, orders that ship prior to cancellation continue to be billed until paid in full or returned for credit. To date we have no record of your fourth shipment being returned for credit. Therefore, a monthly invoice has continued to be sent, informing you of the remaining unpaid balance of $45.88.
As a gesture of goodwill in an effort to fully resolve this matter, I have cleared the remaining charge of $45.88 for your fourth shipment. Please consider any invoices received after the date of this correspondence 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
I discontinued shipments from X Out due to multiple billing on the same day in the same month, several times. I was able to have my credit card company file a complaint and got my money back. Two months later they are double billing me again even though I no longer receive their product. I've caleed the company several times and emailed. They say they've cancelled but the have not!!!
Product_Or_Service: acne med
No further contact by the busi Please have them stop billing me. I've blocked them from my credit card but they still sent a bill via mail!!! I also dont want them to put me in collections. I sent them a copy of my letter from the credit card company showing they (xout) credited it back after i filed a complaint.
Ms.
***
Clovis, CA ***
Date: 10/13/17
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.
With your provided information, we have been able to locate two accounts with your address, last name and phone number. Please find below a brief history of each account and any actions taken on your behalf.
Account *** History:
Our records reflect that you enrolled online for automatic shipments of X-Out(r) on March 16, 2017.
On April 10, 2017, your second shipment, a 90-day supply, was sent for a total of $109.94 (included $11.97 s&h and $8.12 CA Tax) to be billed in 3 installments over 28-day billing cycles with any applicable tax applied to the first payment. The first installment of $42.06 was charged at the time of shipping to the charge card provided. The second and third payments of $33.94 were charged on May 8 and June 5, respectively.
On July 3, 2017, your third shipment, a 90-day supply, was sent for a total of $109.94 (included $11.97 s&h and $8.12 CA Tax) to be billed in 3 installments over 28-day billing cycles with any applicable tax applied to the first payment. The first installment of $42.06 was charged at the time of shipping, leaving a remaining balance of $67.88.
On July 31, 2017, the second installment of your third shipment was processed in the amount of $33.94, leaving a remaining balance of $33.94.
On August 1, 2017, your financial institution reversed the third installment of $33.94 for your second shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $33.94 due and payable to X-Out(r) for your second shipment.
On August 28, 2017, the third installment of your third shipment was processed in the amount of $33.94, paying the shipment balance in full.
On September 25, 2017, your fourth shipment, a 90-day supply, was sent for a total of $109.94 (included $11.97 s&h and $8.12 CA Tax) to be billed in 3 installments over 28-day billing cycles with any applicable tax applied to the first payment. The first installment of $42.06 was charged at the time of shipping to the credit card provided, leaving a remaining balance of $67.88.
On October 5, 2017, as a courtesy, the remaining balances of $33.94 for your third shipment and $67.88 for your fourth shipment were cleared. Please consider any invoices received after this date as having crossed in the mail.
Account *** History:
Our records reflect that you enrolled online for automatic shipments of X-Out(r) on June 7, 2017.
On June 8, 2017 your first shipment, a 30-day introductory supply, was sent and charged in full $26.94 (included $1.99 CA tax) at the time of shipping.
On July 3, 2017, your second shipment, a 90-day supply, was processed, for a total of $109.94, including $11.97 s&h and $8.12 CA Tax, to be billed in 3 installments over 28-day billing cycles with any applicable tax applied to the first payment. The first installment of $42.06 was charged at the time of shipping, leaving a remaining balance of $67.88.
On July 26, 2017, per your request, your account was cancelled; however, orders that ship prior to cancellation continue to be billed until paid in full or returned for credit. To date we have no record of your second shipment being returned for credit.
Therefore, on July 31 and August 28, 2017, respectively, the remaining second and third installments of $33.94 each were processed for your second shipment, paying the balance in full.
On September 29, 2017, we received communication that you had not received either shipment on this account. As a courtesy, full refunds of $26.94 and $109.94 were issued for your first and second shipments, respectively. These funds would have posted within 3 to 5 business days from the issue date.
Both of your X-Out(r)(r) accounts are closed with no further balances owed. Nothing additional will be shipped or billed.
Sincerely,
***
Consumer Affairs