Raise Marketplace Inc

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On October 11, 2015 the customer purchased three [redacted] eGift/vouchers from Raise. Then the customer contacted Raise Member Services on August 5, 2016...

and expressed to the serving agent that the gift card did not have a balance when they attempted to redeem it in store. This purchase was initially delivered to the customer in the eGift/voucher format as, at the time of purchase, [redacted] was still accepting eGift/vouchers for purchases in store. In early 2016, [redacted] changed their policy and will no longer accept eGift/vouchers for merchandise credits, while they will still accept them for gift cards. As the member’s order was within the Raise Guarantee when this change was made, the physical gift card was sent from the seller to the buyer so that it could still be utilized. Not every physical gift card that was sent to the buyers still had a full balance, as some had already been utilized by the buyer in the eGift/Voucher format. These were also sent in the case that the customer needed to make a return on a purchase and the funds would be returned to that original card. As the customer had the opportunity to utilize the eGift/voucher in its initial format, and contact was made to Raise regarding the issue outside of the Raise Guarantee period, unfortunately, we will be unable to provide the customer with a refund or replacement gift card for this card. The second gift card the customer mentioned is a [redacted] gift card that was purchased on December 4, 2015 from Raise. This gift card was a physical card delivered to the customer’s mailing address. The customer contacted Raise Member Services also regarding this gift card on August 5, 2016 and expressed to the serving agent that this gift card had not been used by them but was now showing a $0 balance. The serving agent informed the member that, as the order fell outside of the 100 Day Money-Back Guarantee, no further assistance could be offered for the card. The Raise Guarantee is in place to protect every customer’s purchase price for the first 100 days from the purchase date, but much like a warranty, that is a strict time frame so we do encourage members to use the gift cards within that first 100 day period so that we are able to provide the best service possible in case an issue were to arise. At this time a $50 Raise Rewards credit has been placed into the customer’s account as recompense as we are unable to provide a refund or replacement card outside of the Raise Guarantee. The credit will automatically apply to the customer’s next purchase and will be available to the customer within the next 24 hours. At this time we would like to offer the customer our sincerest apologies for the inconvenience, and we look forward to serving them again in the future.

After receiving Revdex.com complaint number [redacted] we were able to review the customer’s account in question. After review were we able to see that this customer has had an extensive number of issues on the Raise Marketplace, and this is absolutely not the norm. All gift card balances and validity are...

verified before they enter the marketplace and a second time before the card processes into an order. As a member to member marketplace, the gift cards are coming to the customer from the possession of another similar individual. In some cases, an issue can occur, but when this happens the 100 Day Money-Back Guarantee is in place to protect the customer’s purchase price. We would like to sincerely apologize for any inconvenience that the customer has faced with the gift cards that have not had valid balances when they were attempted to be used. We would also like to assure the customer that any issue that happens, we will be happy to take care of within the Raise Guarantee. We will continue to ensure that Raise policy is adhered to and properly communicated.  We feel that this customer’s issues have been resolved in accordance with the Raise guarantee and apologize again for any inconvenience.

After purchasing several gift card from Raise.com successfully,I purchased an [redacted] gift card that read a balance of ZERO. I filed a claim that the gift card I purchased did not have a balance. I received a refund, then my account was put on a hold. I called in and was told I used my gift card and I had to pay the amount that was refunded. So I paid the amount and started to file a claim with my credit card. I called [redacted] to see what information they had. Their file shows that the card's full balance was used on December 1, 2015. I purchased my card on December 2 2016. The person at Raise that I talked to said "someone at your house used the card". Even [redacted] was unable to track the account the card was used on. They could, however track the date of activities of the card and show that the card was redeemed in full prior to my purchasing it. They were also able to see that I tried to use the card on December 15, 2016. I am now very mad that your representative lied to me, claiming that they could see that someone in my house used the card AND that the company did not stand by their guarantee that they would refund cards that did not have the stated balance. I am in the process of filing a claim with my bank. The promise to refund card balances are nice, but they have a nasty scam to get around it. I have used other gift card re-selling companies with no issues. RAISE's promise is FRAUD!!!!

After again reviewing Revdex.com complaint number [redacted] we are, unfortunately, unable to provide the customer with a different resolution.The 100 Day Money-Back Guarantee is in full effect for the first 100 days after the purchase date. This means that this order was guaranteed a refund or replacement gift card, if an issue was found, up until March 26, 2016. After this time frame, the order was no longer housed within the Raise Guarantee.While the voucher itself does not show the worlds of the Raise Guarantee, this information is presented to all customers in their order receipt as well as order confirmation. It is also available to view on the Raise home page, and must be agreed to by customers in the Raise Terms and Conditions when signing up for an account.We understand that this is an unfavorable situation, but are unable to take further action on the order due to how much time has passed since the Raise Guarantee lapsed. For this we extend our sincerest apologies.

I have used Raise a few times to purchase and sell gift cards with little issue. Last February 5th, I listed a gift card valued at $81.78 to be sold for $78.51. To know the exact amount, I had to verify that the card was still active and had an active balance, which it did. On August 11th of 2016, I received a notification that my account was being debited $66.73 as the gift card had been closed by the brand. I immediately contacted customer service and they assured me this would be taken care of, as it was by no fault of my own that it had closed.

Fast forward to now, when I access my account again to make a purchase and see that I still have a debit on my account. After contacting customer service, I was rudely informed that I was held responsible no matter what, as the only reason the brand would ever close it would be if there was an issue. How am I supposed to know if there's an issue? I was told that the seller is responsible for 180 days after listing the card. That's nice, as I was outside of the 180 day period. That didn't seem to matter, and I was again informed that I was held responsible. This is absolutely ridiculous, as I did nothing wrong to need to pay any amount whatsoever. I was very disappointed in the fact that I was told it would be taken care of, then told that it couldn't be, then be told that I'm held responsible within a time period that had expired. Absolutely ridiculous. Save yourself the time and don't ever use this site.

After receiving and reviewing Revdex.com complaint number
background-color: rgb(255, 255, 255);">[redacted] we are able to offer the customer a resolution.
The customer purchased three [redacted] gift cards from Raise.com on November 8, 2015 for varying values and prices. These purchases were made across three different orders all placed on that same day.
The customer contacted Raise later in November expressing that the gift cards were not working for the purchase that he was attempting to make. The serving agent informed the customer that the gift cards still had a valid balance and that we would be unable to issue a refund. Raise terms and conditions express that we are unable to issue a refund for a gift card with a valid balance.
[redacted], like all retailers, have restrictions for how a gift card is used, and all gift cards purchased are subject to the terms and conditions of the individual retailers. When the customer called again in January, still seeking a refund, he was told by the serving agent again that a refund could not be issued but that if he would like, he could resell the gift cards on the marketplace to regain some of the funds.
Shortly after the agent notified the customer of this, the customer issued a dispute through the bank. When a dispute is issued the customer’s account is placed on a hold until the dispute has been resolved. In this case, the customer sold the gift cards while the dispute was active so he was unable to request the funds from his Raise account for selling the gift cards, as he could not be refunded for them and also paid out for selling the same gift cards.
The disputes have been resolved in the favor of Raise and the customer’s account is no longer on hold. To retrieve his funds he will need to log into his Raise account and go to My Account > My Listings > Available Funds. From there he can withdraw the funds back to either a physical check, paypal or direct deposit.
We encourage the customer to call back in or send us an email to [redacted] if he has any questions regarding the withdrawal of his funds.
We will continue to ensure that Raise policy is adhered to and properly communicated.  We feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience.

Complaint: [redacted]
I am rejecting this response because:
1. I did not recieve my second refund2. Called my bank with one of the raise.com reps (3-way) and talked to my bank representative. My bank confirmed that I did not recieve the second refund.3. There's was no half refund either. 4. I did not use any gift cards because your company sold gift cards with $0 balance and now stealing people's money. 5. You've received all the evidence I have (your company even confirmed with my bank that I did not receive refund). I have bank statements too and can show you my [redacted]ccount. This is ridiculous. Stealing people's hard earn money is fraud and scamming!DO THE RIGHT THING AND REFUND ME MY MONEYSincerely 
[redacted]

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the...

current resolution is warranted, but we are happy to provide the customer with a different resolution.
On December 20, 2015 the customer placed an order on Raise for a [redacted] Cinemas gift card with a value of $100.00 for a purchase price of $80.46 for which the customer paid $75.46 after a promotional code was applied to the order. The customer then contacted Raise on August 16, 2016 and expressed that the gift card had not worked when it was attempted to be redeemed at that theater. At that time, the customer was informed that the gift card fell outside of the 100 Day Money-Back Guarantee, and could not be refunded. The customer was also offered $35.00 in Raise Rewards credit as recompense for the issue.
The Raise Guarantee is in place to protect the purchase price of all orders for the first 100 days from the purchase date. After that time frame, we are happy to look into any orders that have an issue, but cannot guarantee a refund in the same way that we would within the first 100 days.
As a courtesy, we have refunded the customer’s full purchase price of this order back to the original payment source. This refund will be reflected on the customer’s credit card within 3-5 business days. The Raise Rewards credit has been removed from the account as a refund has been completed, but $10 of the Raise Rewards will remain in the account to replace the promotional code that the customer lost on this order as well as an additional $5 as a thank you for the customer’s continued patience through this situation.
We would like to apologize for any inconvenience that this has caused the customer and hope to better serve him again in the future.

We were able to further review Revdex.com complaint [redacted] and the order in question [redacted]). This order was placed on 11/14/15 and contained multiple gift cards as the customer...

initially stated. The customer did send multiple emails to our support email regarding his [redacted] card. The gift card was not delivered within the 3-14 business days specified in our shipping policy. On 12/17/15, one of our Member Services agents wrote back to the customer confirming a refund for the [redacted] card that he did not receive. At this point, $54.53 was refunded to his original payment method. Unfortunately, were unaware of the balance discrepancy with the [redacted] gift card until reading the customer’s complaint. We have now submitted a partial refund for the balance that was missing from the [redacted] gift card. An email confirmation for this refund was sent on 12/22. We apologize that this matter was not handled in a timely manner and we are actively working to add support staff to ensure that each request is addressed quickly and efficiently.

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that...

the current resolution is warranted.
On November 14, 2015 the customer purchased a [redacted] gift card from Raise.com with a balance of $300.00 for a purchase price of $280.14. The customer then contacted Raise Member Services on July 2, 2016 and expressed in an email that the gift card did not work to make a purchase. The serving agent responded to the email and informed the customer that, unfortunately, no further action could be taken on the order as it fell so far outside of the 100 Day Money-Back Guarantee, at the time that the customer contacted Raise. The customer was also offered a promotional code through conversation with the serving agents.
The Raise Guarantee is a guarantee for the purchase price of the gift cards that spans 100 days from the date of purchase. Any issue the customer has with the gift card, as outlined in the Raise Guarantee, such as an incorrect balance, will be fully covered within the first 100 days from the purchase date. After that 100 days, Raise does not resell the gift cards, and the gift cards do not expire. Once the Raise Guarantee lapses, the only change that occurs is that the order is not fully covered if there is an issue. Customers are encouraged to utilize the full balance of the gift card within 100 days so that any issue that may occur can be fully covered.
We would like to apologize that, due to the length of time that has passed since the Raise Guarantee lapsed for this order, we will be unable to provide the customer with a refund or replacement gift card.
We will continue to ensure that Raise policy is adhered to and properly communicated. We feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience.

After receiving and further reviewing Revdex.com complaint number [redacted] we are, unfortunately, unable to offer the customer a different resolution.This gift card was sold from a trusted seller and the funds were verified before the order was processed as well. Per the initial conversation with the supporting agent on January 8, 2017, the customer had mentioned that she initially applied the gift card to her [redacted] account and then deleted the account after the gift card had not applied for the intended ride. Since the gift card was applied to the account, the card was devalued and the credits were now accessible via the [redacted] account. However, [redacted]’s terms and conditions also state that once an account is deleted, any outstanding credits will be permanently forfeited. In addition, once a gift code is applied to an account, that code is no longer transferrable to another account, which is why the member was not able to apply the gift card value to a new account. As the funds are now tied to the account, this does not fall under our 1 Year Money-Back Guarantee (https://www.raise.com/guarantee). In terms of redemption, the gift card was successfully applied and the card now shows as zero balance. Again, we’d like to sincerely apologize to the customer as we understand how this is a frustrating experience. We suggest that the customer contact [redacted] directly with the gift card serial number and attempt to retrieve the funds through their Customer Support. [redacted] may be able to assist and transfer the funds to a new account in this specific case. We apologize once more for all the troubles this has caused and at this time, we would like to consider this case resolved in accordance with Raise policy.

After receiving Revdex.com complaint number [redacted] we were able to review the order...

and the requested solution has already been provided to the customer.
On April 27, 2016 the customer purchased a Ruby Tuesday gift card through the Raise marketplace, with a balance of $100.00 for a purchase price of $82.22. The customer then contacted Raise Member Services on August 10, 2016 and expressed to the serving agent that the gift card was not used and did not work upon redemption. All orders that fall outside of the 100 Day Money-Back Guarantee must be reviewed by the Gift Card Support Team before a resolution can be offered.
The Gift Card Support Team looked into this order and was able to confirm that the the gift card was used once at a restaurant location near the buyer for the amount of $14.33 in the month of June. This being the case, the customer was given a partial refund of $70.43. This partial refund was calculated by subtracting the amount used by the customer from the value of the gift card and then the percentage of savings the member received on the original purchase price was applied to the new value to determine the new purchase price.
This refund was applied to the customer’s order on August 17, 2016. As requested by the customer, the refund was applied as a check and not returned to the original payment source. The check number [redacted] was sent out to the customer on August 19, 2016 and should be arriving, via [redacted], within the week.
We apologize for the delay and are happy to have been able to provide a resolution to the customer.

Complaint: [redacted]
I am rejecting this response because:
The lengthy explanation of the purchase process acknowledges its confusing nature. Look at their return policy: https://www.raise.com/return-policy
There is nothing there that exempts them from a misleading purchase process and confusion. This is a clear case of FALSE ADVERTISING. That combined with their rude customer service has not led to a resolution on this process. Due to my immediacy of contact with them following the purchase, there is absolutely ZERO reason they could not cancel or refund the portion that was NEVER INTENDED to be purchased. Buyer beware, this company will steal your money, insult you and do nothing to try and resolve the situation.
Sincerely,
[redacted]
After receiving and reviewing Revdex.com complaint number 11751839 and the corresponding order number, it appears that the current resolution is warranted.
On October 5, 2016 the customer placed an order on the Raise marketplace for Lowe’s (In Store Only) gift cards totalling a purchase price of $1603.17. After placing this order, the customer contacted Raise Member Services via our online chat service expressing that he had purchased the incorrect amount of gift cards and had purchased too much, wanting to return a portion of the order. Unfortunately, the Raise Guarantee does not cover instances where a customer over purchases the intended amount.
The checkout process on Raise has three stages once the items have been put into the cart. The first page lists all of the gift cards that are in the cart with their purchase prices and values on the left side of the screen. On the right side there is Summary which includes the total and the amount that is being saved. Once the customer selects the button that says Proceed To Checkout, the customer is taken to a screen where payment information can be entered on the left side of the screen. On the right upper corner there is another list of all the gift cards that are being purchased, with their respective values and purchases prices. Below that is the order total that the customer will pay. After hitting Submit, the order is placed and the customer is taken to a screen to review their receipt.
While we understand that the customer may have been confused during the process, the value and purchase price of each gift card that is being purchased is available on every page of the checkout process along with the purchase total. This being the case, and the Raise Guarantee not covering gift cards will a valid balance, we are unable to refund for this order.
We would like to apologize for any inconvenience that this has caused the customer, and would like to consider the issue resolved at this time.
After receiving and reviewing Revdex.com complaint number 11751839 and the corresponding order number, it appears that the current resolution is warranted.
On October 5, 2016 the customer placed an order on the Raise marketplace for Lowe’s (In Store Only) gift cards totalling a purchase price of $1603.17. After placing this order, the customer contacted Raise Member Services via our online chat service expressing that he had purchased the incorrect amount of gift cards and had purchased too much, wanting to return a portion of the order. Unfortunately, the Raise Guarantee does not cover instances where a customer over purchases the intended amount.
The checkout process on Raise has three stages once the items have been put into the cart. The first page lists all of the gift cards that are in the cart with their purchase prices and values on the left side of the screen. On the right side there is Summary which includes the total and the amount that is being saved. Once the customer selects the button that says Proceed To Checkout, the customer is taken to a screen where payment information can be entered on the left side of the screen. On the right upper corner there is another list of all the gift cards that are being purchased, with their respective values and purchases prices. Below that is the order total that the customer will pay. After hitting Submit, the order is placed and the customer is taken to a screen to review their receipt.
While we understand that the customer may have been confused during the process, the value and purchase price of each gift card that is being purchased is available on every page of the checkout process along with the purchase total. This being the case, and the Raise Guarantee not covering gift cards will a valid balance, we are unable to refund for this order.
We would like to apologize for any inconvenience that this has caused the customer, and would like to consider the issue resolved at this time.

Initial Business Response /* (1000, 6, 2015/08/17) */
Dear Mr. [redacted]
After further correspondence with you, I was able to fully review your case as well as your order history.
You had placed six high value orders with us on July 31st, which required further verification from you. We...

had asked you to call in to verify these orders and we were unable to speak to you in a timely manner.
Since then, you were able to speak to our verification team to get these orders processed and the pending charge off of your credit card. Because some orders to require verification we ask that you allow at least one hour for processing, but some orders may take up to 24 hours.
Overall, I'm glad we were able to discuss this further discuss this matter and resolve it for you. If you need anything in the future, please don't hesitate to reach out to me. I'd be happy to serve you.
Kind regards,
Serena
Initial Consumer Rebuttal /* (2000, 8, 2015/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

After receiving Revdex.com complaint number [redacted] and the corresponding rejection, we have again reviewed the order and will continue to work with the customer until he has been fully refunded.The escalation to the Gift Card Support Team took an extended period, and we understand why a dispute was filed by the customer. When a dispute is filed, Raise loses the ability to organically refund a purchase and has to go through the banking institution. When a customer contacts Raise within the 100 day period, we go from the first point of contact and if that is within the 100 days, the entire correspondence time is covered within the guarantee. We are working with our payment processor to make sure that the customer gets his refund whether is comes through his banking institution while the dispute is active or if the dispute is dropped or resolved not in the customer’s favor, then the refund will come through Raise directly.We would like to again apologize for the inconvenience and want to work with the customer to make sure that his money is returned.

After receiving Revdex.com complaint number [redacted], we have reviewed the corresponding order number in conjunction with the complaint.On September 27, 2015 the customer purchased a [redacted] eGift/voucher from Raise.com with a value of $146.79 and a purchase price of $134.06. The customer contacted Raise...

Member Services on April 24, 2016 and expressed to the serving agent that the gift card did not work in store. At that time, the serving agent informed the customer that [redacted] changed their policy, earlier this year, regarding merchandise credits in the form of eGift/vouchers and they were no longer accepted in that format. Upon this policy change made by [redacted], Raise reached out to the sellers of the gift cards for orders within the 100 Day Money-Back Guarantee to have the physical cards sent out to the buyers. Orders that fell outside of the 100 day period at that time were not requested as they were already outside of the policy time frame.When the customer contacted Raise, the serving agents reached out to see if the seller did have the gift card available to send in. Sellers, like buyer’s, have a 100 day time frame, and they are required to hold the physical gift cards that are converted to eGift/vouchers on the marketplace for a minimum of 100 days.  That being the case, the seller of this particular gift card was no longer required to hold onto the physical gift card at the time of the [redacted] policy change and may have destroyed or discarded the physical card. As a member to member marketplace, the transactions are made between buyer and seller, and Raise acts as the platform through which this can be done. That being the case, we do not work directly with [redacted] and will be unable to reach out to [redacted] to have a replacement issued.  We regret to inform the customer that we were unable to retrieve the physical gift card from the seller, as the order does fall outside of the Raise Guarantee. For this we would like to offer our sincerest apologies, as we are unable to offer a refund or replacement card as this order falls so far outside of the guarantee period. We will continue to ensure that Raise policy is adhered to and properly communicated.  We feel that this issue has been resolved in accordance with the Raise guarantee and hope to better serve this customer in the future.

After receiving Revdex.com complaint number [redacted], we were able to review the order in question.  This order, placed on October 11, 2015, included a [redacted] eGift card with a value of $200.  A total of $160 was charged to the customer’s credit card.On January 10, 2016, the customer...

called Raise Member Services from the restaurant, stating that he is unable to redeem his gift card to pay his bill.  Although the $200 balance had been verified before being placed on the marketplace, the handling agent was able to confirm that there was an issue with the gift card’s balance at the time of the call. The customer was told that this incident would be completely covered by the Raise 100 day 100% moneyback guarantee, and he was refunded the same day for his $160.00 purchase.Unfortunately, we are unable to offer the customer the additional $40 requested.  As he had paid $160 for this $200 gift card, we cannot refund more than the purchase price.  We sincerely apologize for the confusion regarding the stated issue with this gift card.  While reviewing the details of the card, it initially appeared as though there was an activation issue. However, upon further review our Support team did determine that the card had been used elsewhere. Regardless, either issue would be covered by the 100 Day Guarantee of the purchase price.As a member to member marketplace , Raise verifies all sellers, buyers, and gift cards to protect the integrity of the marketplace.  The customer is typically not the first person to have access to the gift card number purchased.  A verified seller, someone just like the customer, lists an unwanted gift card at a price of their choosing.  Any gift card may be listed only once on Raise to ensure successful redemption by the buyer.  We can assure the customer that the card was listed once and only sold in his order.  Should any issue arise with a gift card, Raise steps in to protect the customer and offer a full refund of the purchase price.  Our Seller Support team is notified of any continued issues with a particular seller to take any necessary action.We sincerely apologize for the trouble the customer experienced with his gift card.   Although we are not able to refund the additional amount requested by the customer, we were happy to offer a refund as well as a complimentary $5 credit to his account for the inconvenience. We would like to consider this issue resolved at this time and hope that the customer finds a refund and complimentary credit a suitable settlement.  We look forward to serving him again in the future.

Complaint: [redacted]
I am rejecting this response because:I'm not entirely rejecting this response because they've made an offer to conditionally return the money. Once I get the money back, I will certainly close the deal out.I think that the company should have more integrity in returning dissatisfied customers' money. It costs Raise.com nothing to relist the card but it could cost them a lot of lost customer revenue when they get frustrated with their predatory policies and don't want anything else to do with such a business.Again, as soon as the money is refunded, I will close this out as satisfied.
Sincerely,
[redacted]

After again reviewing Revdex.com complaint number [redacted], we are happy to offer the customer a different resolution.As a courtesy, we would like to offer the customer a refund for the [redacted] gift card. We value all customers and would like them to feel confident and protected when using the marketplace. The Gift Card Support Team was able to determine, through contact with the brand, that the customer was able to utilize the gift card for the amount of $165.36 on August 23, 2015 in Florence, KY. A partial refund of the out of pocket purchase price the customer paid for this gift card, $113.15, has been refunded back to the customer’s original payment source and will be available on their next statement within 3-5 business days. This partial refund was calculated by subtracting the amount used by the customer from the value of the gift card and then the percentage of savings the member received on the original purchase price was applied to the new value to determine the new purchase price. Since the refund has been issued, the Raise Rewards, that were given as recompense, have been removed from the Raise account.  We would like to remind the customer that this is courtesy and that the same resolution may not be offered if a similar situation were to occur in the future. We do hope that the customer finds a refund an acceptable resolution, and we look forward to better serving her again in the future.

After receiving Revdex.com complaint
rgb(255, 255, 255);">[redacted], we were able to review the Raise account and order in question, and provide a resolution to the customer.
The customer, Mr. [redacted] D. [redacted], placed an order on the Raise website at 1:14 PM CST on November 28th, 2015.  This order was placed on an account in [redacted] name.  This order contained a $200.00 [redacted] eGift card which allowed for a voucher that could be used online as well as in an [redacted] store.  The customer paid $198.90 for this $200.00 gift card.
On December 6th, 2015, Mr. [redacted] emailed Raise Member Services regarding the issue with this gift card.  He claimed that when at the [redacted] store, multiple employees entered the gift card number for redemption towards his purchase, and concluded that the gift card number and/or PIN were incorrect.  Mr. [redacted] proceeded with this purchase, using his personal credit card.
Mr. [redacted] emailed Raise again on December 9th inquiring about his refund.  The final attempt to contact us was also via email on December 12th, 2015.  Unfortunately, our Member Services team was unable to handle this issue in a more acceptable timeframe.
On December 29th, our team submitted a refund for the full purchase price of $198.90 to the customer’s [redacted] credit card.  He was then immediately notified and offered apology for the trouble, as well as delay in response.
We sincerely apologize for the inconvenience this issue has caused the customer.  Our team is actively working to ensure Mr. [redacted], as well as every customer of Raise, receives the attention and response they deserve in a more timely manner.