RatePlug, LLC

All cancellations are required in written form. We are setup for auto renewal with all customer accounts. We email 60-days in advance of the upcoming renewal giving the customer time prior to their renewal to make changes or cancel. The first time we heard from this customer was 3/19/18 via...

email. His auto renewal was 3/17/18 so it had already taken place. His claim was that he had cancelled his account 'a while ago' and wanted a full refund. The 'Terms and Conditions' he accepted online call for a cancellation fee if cancellation occurs after renewal. So his account rep left him a voicemail on 3/19/18 requesting this written notice so we could waive the cancellation fee. Never heard back from the customer. The account rep reached out again 3/27/18 and left another voicemail. We made the decision to refund him in full. When we attempted to refund the credit card provided, it failed. A check was mailed 4/19/18 for the full amount of $270. We have never had a Revdex.com complaint before in 16 years of being in business and the reason is excellent customer service that we stand by. We attempted to work with this customer to come to an amicable resolution. Please let me know if you have further questions.Thank you![redacted]Accounting Director/Partner