Thank you for
advising us of Complaint #10765704. We
will certainly do everything possible to ensure that this matter is resolved
quickly and to the satisfaction of the customer.
It looks like there was a technical glitch
on our end which caused them to...
continue to receive the emails even though it
appeared to us that they were unsubscribed.I have sent this item to our IT Department to ensure that there is
nothing else in the system for the email address listed. Please inform them that they may continue to
receive emails for up to 72 hours as they are set to go out in advance.
Also, please
convey to the customer our sincerest apologies for any misunderstandings and let him know
that he can contact Customer Support Monday thru Friday 9am to 5pm CST by calling
###-###-#### with any other concerns he may have.
Thank you again
for sending this complaint and allowing us to resolve our valued subscriber’s issue.
Sincerely,
[redacted]
Customer Service Manager
StreetAuthority, LLC
Thank you for notifying me of this update to complaint #[redacted]The subscriber actually cc'd me on this same response earlier this morning--I have already responded to him and please see below for what was sent to him--I want to apologize for the confusion around your refund. We did, of course, cancel the subscription as you requested but when I emailed you back I did not realize at the time that you had paid for your order with a personal check. That said, refunds done by check do take a bit longer than a refund done to a credit card. Please keep in mind that today is actually the 11th business day since your request and the Thanksgiving weekend was in there as well. We will be getting your refund check of $78 out to you within the next couple of days and you should receive it by the end of the week.As for your opinion of our company--while you are certainly entitled to it I want to go on record saying that our company has been in business since 2001 and that we hold ourselves to the highest standards. We always honor our refund policies--sometimes even going as far as providing full refunds to subscribers who are OUTSIDE the policy period. And although there is the occasional human error when it comes to processing transactions, subscriber requests are handled in as timely a manner as possible. Again, I deeply regret that you have had such a negative experience with us and if there is ever anything we can do for you in the future please don't hesitate to let us know. Thank you again for sending this to me. My hope is that the consumer will be satisfied with the response sent him.Regards,[redacted]Customer Service Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thank you for advising us of Complaint # [redacted]. We will certainly do everything possible to ensure that this matter is resolved quickly and to the satisfaction of the customer. The subscriber first contacted us regarding this matter via email on 02/13/17 requesting to be...
removed from the email list for our free daily alerts. Unfortunately, there was a technical glitch on our end and the emailed request was sent to an inactive mailbox within our email system. This problem has been sent to our IT department and they advise me that they will have the issue resolved as soon as possible. I have also asked them to ensure that there is nothing else in the system for the email address listed. However, the subscriber may continue to receive emails for up to 72 hours as they are set to go out in advance. I did speak with the consumer directly this morning and explained all of this to him at that time. He was very appreciative of my phone call and I believe that we have resolved this issue, but please convey to the customer our apologies for any misunderstandings and let him know that he can contact the Customer Support team Monday thru Friday 9am to 5pm CST by calling [redacted] with any other concerns he may have. Thank you again for sending this complaint and allowing us to resolve our valued subscriber’s issue. Sincerely,
[redacted] Customer Service Manager StreetAuthority, LLC
Hello [redacted],I am responding to the consumers rejection of my previous response.Of course, I never meant to imply that he had not previously called our company to cancel for a refund and am sorry that he took my statement to mean such. Our policy is this - a subscriber is entitled to a full refund on a renewed order if they request cancellation within 30 days of said renewal. After 30 days the refund is pro-rated depending on the number of issues that have been served. So in either scenario, the consumer would have been eligible for a refund.I deal with credit card companies on a daily basis and it is my experience that they have no problem disputing a charge with our company. We even get calls from banking representative who act as mediators. It is unfortunate that the consumers banking institution is unwilling to work with him on this issue, however, I must stand by my original statement. We issued a full refund of $179.00 on May 20, 2015 for the most recent renewal of High Yield Investing and the consumer should see the credit on his account within the next couple of days. As for the charges from 2011 and 2013, regrettably, I am unable to reverse them.Lastly, while we have no way of knowing when the consumer signed into the website last, we are able to track his email history. Subscriptions are available on the website and are also sent to the subscriber via email.I have attached a document that shows the consumers email history since the beginning of this year. It shows that he has been randomly viewing his email since Jan. 6, 2015 - (I have highlighted the documents that were viewed by the consumer.) I dd not include previous years as the data is quite large, but will be happy to do so if needed.I hope that this will resolve this issue. If the consumer would prefer to speak to me personally he can reach me by calling [redacted] ext. [redacted].Regards,[redacted]Customer Service ManagerStreet Authority, LLC
Dear [redacted],Thank you for advising us of Complaint #[redacted]. We will certainly do everything possible to ensure that this matter is resolved quickly and to the satisfaction of the customer. The subscriber first contacted us regarding this matter via email...
on 07/03/15. Our offices were closed for the holiday weekend but one of our representatives responded to his email on07/06/15 to advise him that, per his request, he was opted out of any auto-renewals.This customer subscribed to our Top 10 Stocks e-newsletter on 07/02/13 at which time he received a Welcome Letter. The following is an excerpt from that letter and references our cancellation and renewal policies.“………..Remember, your subscription to Top 10 Stocks is risk-free. You will receive a 100% money-back refund if you cancel within the 30 day guarantee period during your first subscription term. Since you subscribed at a discounted rate, we can only accept cancellations during your initial guarantee period. To avoid a lapse in service, your subscription will be automatically renewed at the end of theinitial subscription term at the then-current renewal price. To view our auto-renewal policy, follow this link: http://www.streetauthority.com/streetauthority-legal#terms-of-useAs our policy states, subscriptions are automatically renewed to avoid a lapse in service unless the customer opts out or cancels. The subscription most recently tried to renew on 07/02/15 but failed due to a problem with the credit card.Please convey to the customer our apologies for any misunderstandings and let him know that he can contact Customer Support anytime with any other concerns he may have.Thank you again for sending this complaint and allowing us to resolve our valued subscriber’s issue.Sincerely,[redacted]Customer Service ManagerStreetAuthority, LLC
I am responding to Revdex.comcomplaint # [redacted].First of all, thank you for letting us respond to this complaint. Our mutual customer ordered our newsletter, Game-Changing Stocks, on 2/15/15. It was emailed to her email address, [redacted]@yahoo.com...
. I went into our customer support help desk and saw two entries from our mutual customer on 2/24/15. The first one was an email from her email address dated 2/24/15 at 3:49 PM. Please see exhibit #2. The second one was a phone call on 2/24/15 at 2:32 PM where she had left a message. Please see exhibit #3. Unfortunately, I did not see the call on 2/23/15 or anybefore that date. As a result of the 2/24/15 phone call, our customer service representative canceled the newsletter on 2/26/15 and called our mutual customer back to let her know at12:26 PM on 2/26/15. Please see exhibit #4. In our phone message, we do say that we will get back to the customer as quickly as we can. Our usual response time is 48 hours as it was in this case as wereceived the call on 2/24/15 and responded by a call back on 2/26/15. I have checked her account and the $99.00 refund was processed on 2/27/15. Please see exhibit #1 (attached PDF file) which shows the refund to her credit cardending in [redacted]. Thank you for letting us answer this complaint. I would like to report that our mutual customer received her $99.00refund to her credit card ending in [redacted] on 2/27/15 as shown in Exhibit #1. [redacted]StreetAuthority, LLCCustomer Service Manager512-[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thank you for
advising us of Complaint #10765704. We
will certainly do everything possible to ensure that this matter is resolved
quickly and to the satisfaction of the customer.
It looks like there was a technical glitch
on our end which caused them to...
continue to receive the emails even though it
appeared to us that they were unsubscribed.I have sent this item to our IT Department to ensure that there is
nothing else in the system for the email address listed. Please inform them that they may continue to
receive emails for up to 72 hours as they are set to go out in advance.
Also, please
convey to the customer our sincerest apologies for any misunderstandings and let him know
that he can contact Customer Support Monday thru Friday 9am to 5pm CST by calling
###-###-#### with any other concerns he may have.
Thank you again
for sending this complaint and allowing us to resolve our valued subscriber’s issue.
Sincerely,
[redacted]
Customer Service Manager
StreetAuthority, LLC
Thank you for notifying me of this update to complaint #[redacted]The subscriber actually cc'd me on this same response earlier this morning--I have already responded to him and please see below for what was sent to him--I want to apologize for the confusion around your refund. We did, of course, cancel the subscription as you requested but when I emailed you back I did not realize at the time that you had paid for your order with a personal check. That said, refunds done by check do take a bit longer than a refund done to a credit card. Please keep in mind that today is actually the 11th business day since your request and the Thanksgiving weekend was in there as well. We will be getting your refund check of $78 out to you within the next couple of days and you should receive it by the end of the week.As for your opinion of our company--while you are certainly entitled to it I want to go on record saying that our company has been in business since 2001 and that we hold ourselves to the highest standards. We always honor our refund policies--sometimes even going as far as providing full refunds to subscribers who are OUTSIDE the policy period. And although there is the occasional human error when it comes to processing transactions, subscriber requests are handled in as timely a manner as possible. Again, I deeply regret that you have had such a negative experience with us and if there is ever anything we can do for you in the future please don't hesitate to let us know. Thank you again for sending this to me. My hope is that the consumer will be satisfied with the response sent him.Regards,[redacted]Customer Service Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thank you for advising us of Complaint # [redacted]. We will certainly do everything possible to ensure that this matter is resolved quickly and to the satisfaction of the customer. The subscriber first contacted us regarding this matter via email on 02/13/17 requesting to be...
removed from the email list for our free daily alerts. Unfortunately, there was a technical glitch on our end and the emailed request was sent to an inactive mailbox within our email system. This problem has been sent to our IT department and they advise me that they will have the issue resolved as soon as possible. I have also asked them to ensure that there is nothing else in the system for the email address listed. However, the subscriber may continue to receive emails for up to 72 hours as they are set to go out in advance. I did speak with the consumer directly this morning and explained all of this to him at that time. He was very appreciative of my phone call and I believe that we have resolved this issue, but please convey to the customer our apologies for any misunderstandings and let him know that he can contact the Customer Support team Monday thru Friday 9am to 5pm CST by calling [redacted] with any other concerns he may have. Thank you again for sending this complaint and allowing us to resolve our valued subscriber’s issue. Sincerely,
[redacted] Customer Service Manager StreetAuthority, LLC
Hello [redacted],I am responding to the consumers rejection of my previous response.Of course, I never meant to imply that he had not previously called our company to cancel for a refund and am sorry that he took my statement to mean such. Our policy is this - a subscriber is entitled to a full refund on a renewed order if they request cancellation within 30 days of said renewal. After 30 days the refund is pro-rated depending on the number of issues that have been served. So in either scenario, the consumer would have been eligible for a refund.I deal with credit card companies on a daily basis and it is my experience that they have no problem disputing a charge with our company. We even get calls from banking representative who act as mediators. It is unfortunate that the consumers banking institution is unwilling to work with him on this issue, however, I must stand by my original statement. We issued a full refund of $179.00 on May 20, 2015 for the most recent renewal of High Yield Investing and the consumer should see the credit on his account within the next couple of days. As for the charges from 2011 and 2013, regrettably, I am unable to reverse them.Lastly, while we have no way of knowing when the consumer signed into the website last, we are able to track his email history. Subscriptions are available on the website and are also sent to the subscriber via email.I have attached a document that shows the consumers email history since the beginning of this year. It shows that he has been randomly viewing his email since Jan. 6, 2015 - (I have highlighted the documents that were viewed by the consumer.) I dd not include previous years as the data is quite large, but will be happy to do so if needed.I hope that this will resolve this issue. If the consumer would prefer to speak to me personally he can reach me by calling [redacted] ext. [redacted].Regards,[redacted]Customer Service ManagerStreet Authority, LLC
Dear [redacted],Thank you for advising us of Complaint #[redacted]. We will certainly do everything possible to ensure that this matter is resolved quickly and to the satisfaction of the customer. The subscriber first contacted us regarding this matter via email...
on 07/03/15. Our offices were closed for the holiday weekend but one of our representatives responded to his email on07/06/15 to advise him that, per his request, he was opted out of any auto-renewals.This customer subscribed to our Top 10 Stocks e-newsletter on 07/02/13 at which time he received a Welcome Letter. The following is an excerpt from that letter and references our cancellation and renewal policies.“………..Remember, your subscription to Top 10 Stocks is risk-free. You will receive a 100% money-back refund if you cancel within the 30 day guarantee period during your first subscription term. Since you subscribed at a discounted rate, we can only accept cancellations during your initial guarantee period. To avoid a lapse in service, your subscription will be automatically renewed at the end of theinitial subscription term at the then-current renewal price. To view our auto-renewal policy, follow this link: http://www.streetauthority.com/streetauthority-legal#terms-of-useAs our policy states, subscriptions are automatically renewed to avoid a lapse in service unless the customer opts out or cancels. The subscription most recently tried to renew on 07/02/15 but failed due to a problem with the credit card.Please convey to the customer our apologies for any misunderstandings and let him know that he can contact Customer Support anytime with any other concerns he may have.Thank you again for sending this complaint and allowing us to resolve our valued subscriber’s issue.Sincerely,[redacted]Customer Service ManagerStreetAuthority, LLC
I am responding to Revdex.comcomplaint # [redacted].First of all, thank you for letting us respond to this complaint. Our mutual customer ordered our newsletter, Game-Changing Stocks, on 2/15/15. It was emailed to her email address, [redacted]@yahoo.com...
. I went into our customer support help desk and saw two entries from our mutual customer on 2/24/15. The first one was an email from her email address dated 2/24/15 at 3:49 PM. Please see exhibit #2. The second one was a phone call on 2/24/15 at 2:32 PM where she had left a message. Please see exhibit #3. Unfortunately, I did not see the call on 2/23/15 or anybefore that date. As a result of the 2/24/15 phone call, our customer service representative canceled the newsletter on 2/26/15 and called our mutual customer back to let her know at12:26 PM on 2/26/15. Please see exhibit #4. In our phone message, we do say that we will get back to the customer as quickly as we can. Our usual response time is 48 hours as it was in this case as wereceived the call on 2/24/15 and responded by a call back on 2/26/15. I have checked her account and the $99.00 refund was processed on 2/27/15. Please see exhibit #1 (attached PDF file) which shows the refund to her credit cardending in [redacted]. Thank you for letting us answer this complaint. I would like to report that our mutual customer received her $99.00refund to her credit card ending in [redacted] on 2/27/15 as shown in Exhibit #1. [redacted]StreetAuthority, LLCCustomer Service Manager512-[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]