Youbill, Incorporated

Attached is a copy of the form that [redacted] supplied to Member Solutions. It was received and reviewed by our staff. It was denied as the date of onset as the injury was prior to the start date of the contract. Per the terms and conditions of the agreement under waiver release it states: the customer has taken all reasonable steps to determine, and hereby warrant, that we are in good health and physically capable of participating in the programs and courses offered by the school. The claim denial and reasons for denial were relayed to [redacted] via email, and over the phone on 5/9/2015, 5/11/2015 and 5/15/2015. If some other disability started after the signing of the agreement, the blank form that was sent in the last reply can be used and filled out by a medical doctor, and reviewed by our staff.

We are in receipt of a complaint filed through your office by [redacted].  Member Solutions is the billing
company hired by [redacted] to administer the...

terms of our
billing agreements which allow customers to pay tuition over time.
We received a disability verification form on 8/18/2015. The form was
incomplete In that it did not document a date the disability began, nor did it provide
an anticipated a length of time for the disability   We received a second disability from on
10/8/2015.  The second form detailed the
date of unset as  Sept 2012.  Because the
medical issue described was diagnosed prior to the execution of the billing
agreement, it would not qualify to cancel the agreement for the reason of
disability.  The account remains open.
As requested in [redacted]’s complaint to the Revdex.com, we will cease
contacting her regarding this account.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

Below is a text version of the complete email chain: (Please read from the bottom, up as that will put it chronological order.)
________________________________________
From: Customer Service
Sent: Saturday, May 30, 2015 9:43 AM
To: [redacted]
Subject: RE: Cancel auto renewal
Good morning.
Thank you for contacting us in regard to your account. We have received your request for cancellation. According to the terms of your agreement you signed for a 12 month program. We are unable to cancel this membership based on the circumstances indicated.

The cancellation email that you received was sent in error. The account number of that email is not yours. You were notified of this in emails prior.
If we can further assist you with anything else, please contact us at ###-###-#### or e-mail us at [redacted]

Regards,
Cynthia R[redacted]
CUSTOMER CARE PROFESSIONAL
Member Solutions
P: ###-###-####
F: ###-###-####

People Love Our Service & Solutions - See What Clients Are Saying
Refer a Friend & You Both Win! LEARN MORE

WWW.MEMBERSOLUTIONS.COM
CONFIDENTIALITY NOTE: This email and any attachments are confidential and intended for the sole use of the persons named in the email. If you are not the intended recipient, please notify MEMBER SOLUTIONS immediately at ###-###-#### and permanently remove this email from your mailbox. Any disclosure, copying or distribution of this email by any person who is not the intended recipient is strictly prohibited.
________________________________________
From: [redacted] [mailto:[redacted]]
Sent: Wednesday, May 27, 2015 12:18 PM
To: Customer_Cancellation_Email
Subject: RE: Cancel auto renewal
No, you are able to. And you did. You own the contract and you released me from the agreement via that email. Reinstating my contract without my agreement is a fraudulent act. If I am charged again I will report you. I have all the necessary documentation and will not be pushed around.
On May 27, 2015 10:04 AM, "Customer_Cancellation_Email" wrote:
RE: [redacted], Account #[redacted]


Good Afternoon,

Thank you for your reply. We apologize for any inconvenience that you were sent the incorrect information in error. Once the error was realized you were sent the correct information. We are not able to release you from your agreement with [redacted].

According to the terms of your agreement you signed for a 12 month program. We are unable to cancel this membership.

We have canceled the auto-renewal pending for January 2016. At this time, seven (7) payments remain on your existing membership account.

If you have any further questions or concerns, please contact us at ###-###-#### or e-mail us at [redacted]

Regards,


Brian G[redacted]
Operations Associate
Member Solutions
P: ###-###-####
F: ###-###-####

People Love Our Service & Solutions - See What Clients Are Saying
Refer a Friend & You Both Win! LEARN MORE

WWW.MEMBERSOLUTIONS.COM
CONFIDENTIALITY NOTE: This email and any attachments are confidential and intended for the sole use of the persons named in the email. If you are not the intended recipient, please notify MEMBER SOLUTIONS immediately at ###-###-#### and permanently remove this email from your mailbox. Any disclosure, copying or distribution of this email by any person who is not the intended recipient is strictly prohibited.

From: [redacted] [mailto:[redacted]]
Sent: Friday, May 22, 2015 1:28 PM
To: Customer_Cancellation_Email
Subject: RE: Cancel auto renewal

No. This is not ok. I received the successful cancellation email first, and after the number of times I have called in to cancel was very relieved. I have already reallocated that $110 dollars a month. You sent an email finally accepting my cancellation requests, which voided our contractual agreement, and do not have my permission to reinstate my account for the final 7 months. Any further charges to my account will be reported fraudulent.
On May 22, 2015 11:08 AM, "Customer_Cancellation_Email" wrote:
Re: [redacted], Account [redacted]


Dear Mr. [redacted],


We apologize for any inconvenience, the email sent below was sent to you in error please note the account number listed. The first email you received is correct you have (7) payments remaining on your existing account.


If we can further assist you with anything else, please contact us at ###-###-#### or e-mail us at [redacted]


Regards,



Gloria W[redacted]
BILLING SERVICE REPRESENTATIVE
Member Solutions
P: ###-###-####
F: ###-###-####

People Love Our Service & Solutions - See What Clients Are Saying
Refer a Friend & You Both Win! LEARN MORE

WWW.MEMBERSOLUTIONS.COM
CONFIDENTIALITY NOTE: This email and any attachments are confidential and intended for the sole use of the persons named in the email. If you are not the intended recipient, please notify MEMBER SOLUTIONS immediately at ###-###-#### and permanently remove this email from your mailbox. Any disclosure, copying or distribution of this email by any person who is not the intended recipient is strictly prohibited.
________________________________________
From: [redacted] [mailto:[redacted]]
Sent: Wednesday, May 20, 2015 5:28 PM
To: Customer_Cancellation_Email
Subject: RE: Cancel auto renewal

Woah, wait, I was informed yesterday, via the email below, that my account was fully cancelled out starting in June. Those funds have now been reallocated. I expect the email I received yesterday to be honored and my membership to be cancelled after June.
RE: [redacted]

Good afternoon,

We have processed your written request to cancel the auto-renewal pending for June 2015. There are no further payments remaining on your existing membership. Your account is now closed.

If we can further assist you with anything else, please don't hesitate to contact us at ###-###-#### or e-mail us [email protected]

Regards,

Helen A[redacted]
Operations Associate
Member Solutions
P: ###-###-####
F: ###-###-####

On May 20, 2015 3:12 PM, "Customer_Cancellation_Email" wrote:
RE: [redacted], Account #[redacted]


Good Afternoon,

We have processed your written request to cancel the auto-renewal pending for Janurary 2016. At this time seven (7) payments remain on your existing membership account.

If we can further assist you with anything else, please don't hesitate to contact us at ###-###-#### or e-mail us at [email protected]

Regards,


Brian G[redacted]
CUSTOMER CARE PROFESSIONAL
Member Solutions
P: ###-###-####
F: ###-###-####
Business Hours
Monday-Thursday 9am-9pm ET
Friday 10am-6pm ET

People Love Our Service & Solutions - See What Clients Are Saying
Refer a Friend & You Both Win! LEARN MORE

WWW.MEMBERSOLUTIONS.COM
CONFIDENTIALITY NOTE: This email and any attachments are confidential and intended for the sole use of the persons named in the email. If you are not the intended recipient, please notify MEMBER SOLUTIONS immediately at ###-###-#### and permanently remove this email from your mailbox. Any disclosure, copying or distribution of this email by any person who is not the intended recipient is strictly prohibited.

From: [redacted] [mailto:[redacted]]
Sent: Monday, May 18, 2015 3:31 PM
To: Customer_Cancellation_Email
Subject: Cancel autorenewal
Please cancel my autorenewal. Thank you.

Member solutions is the billing company hired by [redacted] of Grayson to administer billing agreement terms which allows customers to pay for services over time. This includes but is not limited to handling all cancellation requests.
[redacted] had two accounts with Member...

Solutions for [redacted] of Grayson. One was the original membership, account number: [redacted] which billed monthly on the 5th of the month. And one is the annual maintenance fee charged by the facility yearly on December 5th, account number: [redacted].
[redacted] did contact Member Solutions to inquire how to cancel the monthly membership, account number:[redacted], in August of 2014, at that time [redacted] was advised that the agreement was a term membership that could be cancelled with a $400.00 fee, or to pay the remaining balance of the term contract. [redacted] stated at that time she would not pay the fee, or the remaining balance of the term, and would likely cancel her credit card, and said we can bill and send her to collections because she would not pay for a class she was not attending and ended the call on her end. That account was placed into collections with [redacted] on 2/15/2015. [redacted] can contact [redacted] directly to discuss the matter further as we no longer service this account. Their contact number is ###-###-####.
[redacted] second account, Account number: [redacted] the annual maintenance fee charged by the facility yearly on December 5th was charged in error, as we no longer service the account that is connected to that fee therefore, that payment of $20.00 has been refunded to [redacted] to the [redacted] on file. We left
[redacted] a voicemail to advise of that refund yesterday 12/9/2015.

Customer
had two trials with [redacted], one was paid in full on 12/2/2013. The
second was paid and then...

the payment was reversed by the customer. As a result
the customer owes the $15.00 for the second trial, $20.00 for return fees and $10.00
for late fees. Totaling $45.00
As a sign of goodwill if the customer makes the $15.00 payment due, and pays the $20.00 in return fees ($35.00) we will waive the $10.00 late fee.

Member Solutions is the billing company hired by [redacted].to administer billing agreement terms which allows customers to pay for services over time. This includes but is not limited to handling all cancellation requests.  Attached please find a copy of [redacted]’s contract...

with [redacted]. for her review. It shows both the automatic renewal checked off and for a 12 month term and the amount of the payments for the automatic renewal as $134.88 and [redacted]’s account has been drafted accordingly. The courtesy welcome email for the automatic renewal was sent on 9/30/2016 to the email that is listed in this complaint [redacted].com. Per request, I have set the account to no longer automatically draft payments moving forward, however, 10 remaining payments are due under this agreement. Cancellation of services due to relocation and/ or permanent disability once verified are granted per the terms of this billing agreement as executed. [redacted] may reach out to our customer service team at ###-###-#### between the hours of 9-9 Monday through Thursday and Friday from 10AM -6 PM if either of those options would apply to discuss this further. The automatic renewal for next year can be cancelled in advance by sending an email to [email protected] with the account number on file: [redacted]

Member Solutions is the billing company hired by [redacted] to administer billing agreement terms which allows customers to pay for services over time.  This includes but is not limited to handling all cancellation requests. [redacted]’s account #[redacted] has been...

reviewed.  The account has been cancelled and there will be no further funds due.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.  However, I do want to state for the record that the owner of [redacted] verbally stated to my wife at time of signup that there would be no issue cancelling if we "moved out of the area." There was no explicit 25 mile requirement stated at that time. The 25 mile requirement is stated in billing contract after the fact.
Regards,
[redacted]

Our client, [redacted] asked that we cancel [redacted]'s
account.   The account...

has been cancelled at our client’s request
with nothing further due effective today.

Member Solutions is the billing company hired by [redacted] – Portland to administer billing agreement terms which allows customers to pay for services over time. This includes but is not limited to handling all cancellation requests.
[redacted]’s account is now cancelled and the...

payment in December for $250.00 was returned to her when she submitted a chargeback claim with her credit card company on 12-19-2014.

Member Solutions was hired by [redacted] to process payments. all cancellations are handled at the facility.  Our records indicate that [redacted] called our office on July 4, 2016 to request a cancel form because she said the owner was not providing one to her.  We...

referred her back to the facility because we do not administer the terms of the agreement for [redacted]. We did provide her with our email address to stop the autodraft on her account.  No such email was received.We did not hear back from [redacted] until Dec 6, 2016.  She stated that the account should have been cancelled in July.  There was a second account for [redacted] that was cancelled by our client [redacted] in July, but the account in question for [redacted] was not.  Therefore no refunds is due at this time.  We have reached to [redacted] but have not heard back at this writing.

[redacted] is the billing company hired by DM Jiu-Jitsu to administer billing agreement terms which allows customers to pay for services over time. This includes but is not limited to handling all cancellation requests. Per the request of the client Ms. [redacted]s account was cancelled.

[redacted] is the company hired by [redacted] Academy of Duluth to administer billing agreement terms which allows customers to pay for services over time. This includes but is not limited to handling all cancellation requests.
We were able to honor the original date of the email to start...

the notice of cancellation on Ms. [redacted] account as stated below. The 30 day notice was honored as of on 5/11/2015 and the payments for April and May are the only payments due on the account. All payments after that time are cancelled.
As of now those two payments are $149.00 and $149.00, respectively and the late fees associated with the account in the amount of $20.00- $10.00 for each month. Total amount owed to close out the account is $318.00

Review: I cancelled services for which the company was billing me, to be effective May 20, 2013.They still billed me for June.My e-mail request to the company and to the service provider was as follows:"Further to my telephone conversation with a Customer Service representative at Member Solutions, on 20 May, 2013, I wish to confirm that effective immediately, I will be cancelling my account.Due to other commitments, my daughter [redacted] will no longer be attending [redacted]. "I have heard nightmarish stories about this company, so I have put a stop payment on this so that it doesn't happen in the future, and I will be sending them another e-mail about this.[redacted]Desired Settlement: I want them to stop billing me as I am no longer using the services for which they are billing me for. Additionally, I want Revdex.com to know about the complaints I have read online about this company doing exactly this - charging for a service that has been cancelled.[redacted]

Business

Response:

[redacted] contacted Member Solutions via telephone on 5/20/2013 stating that she wanted to cancel her daughter's membership. We told her she needed to go to [redacted] to cancel.

On 5/20/2013, we received an email from [redacted] requesting to cancel. We referred her to they [redacted]. a copy of the email correspondence is below.

Once we are notified to do so by [redacted], the account will be cancelled.

Sincerely,

Director of Customer Service.

From: Customer_Cancellation_Email

Sent: Wednesday, May 22, 2013 2:23 PM

To: [redacted]

Subject: RE: Cancellation of Agreement Account number [redacted]

Hello,

Thank you for contacting us regarding your account. We have noted your account with your request to cancel your membership.

We apologize for any inconvenience, but Member Solutions is unable to assist you with this particular request.

If you wish to cancel your membership, please contact [redacted] directly. They will be able to assist you with your request.

If you have any further questions or concerns, please contact us at [redacted] or e-mail us at [email protected].

Thanks and have a great day!

[SENIOR OPERATIONS ASSOCIATE]

Member Solutions

<v:path o:extrusionok="f" gradientshapeok="t" o:connecttype="rect"><o:lock v:ext="edit" aspectratio="t">

Refer a Friend, Win Big! LEARN MORE

WWW.MEMBERSOLUTIONS.COM

CONFIDENTIALITY NOTE: This email and any attachments are confidential and intended for the sole use of the persons named in the email. If you are not the intended recipient, please notify MEMBER SOLUTIONS immediately at 888-277-4408 and permanently remove this email from your mailbox. Any disclosure, copying or distribution of this email by any person who is not the intended recipient is strictly prohibited.

Review: I joined [redacted] in [redacted], IL on 7/17/2013 and found out that I was unable to continue it due to a injury. The employee from the [redacted] office told me to call there member solution at ###-###-#### and they advu=ised me I had three days to cancel from the date you signed, so I did I signed on the 17th of July and mail the cancel letter certifed mail on the 7/19/2013. When I called on the 23rd of july, 2013 they stated I had to fill out a permanent disability release form from my doctor even thou I cancelled within the three days. So I went to my doctor and he signed the form stated that I am not able to do this type of activities ever. so I mail that certified mailed on the 26th of July and they received it on the 29th per the postal service. I then called today the 30th of July and they are still telling me that they have no records, so they asked me to fax it and I did. I feel they are just scamming me and draging this on to rip me offDesired Settlement: I want a full refund and my membership cancelled, I have 1. cancelled within 3 days of the contract. 2. I also filled out a permanent disability

Business

Response:

This account was cancelled on 8/1/2013 per the buyers right to cancel in accordance with the signed. There is nothing further due. No funds were collected by Member Solutions. Therefore, we cannot issue a refund.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

Review: I signed a membership with [redacted] in January 2012, for one class. It came to $98.01 a month for a total of 4 classes a month. is kick boxing, which I needed to learn self defense.Because I'm in the USArmy reserve they knew I had some weeks I could not go to the class because of my military obligations. It extended my program 2 months which I understood i'll end in March 2013. Several times I spoke with [redacted] from [redacted] who corroborated with my understanding of the obligation. In December I changed jobs and I have to work in [redacted] about 1 hour away from the class. I took the class on Mondays and Wednesdays at 6:30 pm because the other ones were too early for my job obligations. When I found out that my new job wouldn't let me get to the classes on time, I called both [redacted] and Member Solutions. She was nice while ** were very dismissing and told me they did not care about my job obligations, I had a year contract and I had to pay even if I couldn't get to the class. Because [redacted] was nice, and I could't do any thing about the it, I decided to donate my Jan, Feb and March membership to a child who couldn't pay. That way it didn't felt like I was flushing down the drain $300.00 us but I was doing something good. Based in my conversations with [redacted] from [redacted] and **, I was under the understanding my membership ended in March. When I got charged another 98.01 in April, I called [redacted] at [redacted] but no one answered the phone. So I put a stop payment with [redacted], which is my bank.It was a payment non authorized and I did what I had to do, and [redacted] did what was requested. After the Fact, [redacted] called me and we agreed she was going to reimburse me the $98.01 of the misunderstanding. And she sent me a check. I called [redacted] to let them know about the situation and they advised me to deposit her check in my account, and that they'll pay back the 98.01 to [redacted]/ ** and by April 18 the money was back to them. But STILL they hadn't got the money and I'm penalized 25 and harassed by alDesired Settlement: I just want proof from [redacted] about my money being back to them in April 18, which the just apologize for not being able to prove my money out of my account on April 18 and give excuses for inability to communicate with the merchant. Member Solutions needs to stop the harassing and I should not be penalized the 25 from no one. [redacted] from [redacted] told me she was going to get my money back because she has my bank account. That is wrong, bridge of trust. They had been graceful up to this moment.

Business

Response:

Re: [redacted]

Dear [redacted]:

We are in receipt of a complaint filed through your office by [redacted]. Member Solutions is the billing company hired by [redacted] to administer the terms of signed billing agreements which allow customers to pay tuition over time.

According to our records, [redacted] signed a term agreement for 12 months. The membership was frozen in July and August of 2012, thus extending the membership and payments out beyond the original due date. As a courtesy, [redacted] refunded [redacted] her April payment. However, her April payment was charged back. This resulted in a double refund. An automatic $25.00 return fee was charged. To date, we have not received the payment back.

The open remains open for the final amount due at MSI is $123.01.

Sincerely,

Director of Customer Service

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I had emailed and faxed to Revdex.com the proof from the bank statement of money paid in April 18 th.

They are still harassing me.

Regards,

Review: I enrolled to a [redacted] school in [redacted] , CA [redacted]. I went for one month and decided that the class was not what I was looking for and told the head instructor to drop me from the classes. That was back in June then on October 27/14, I was billed 80 dollars for the class I was no onger attending. I called twice and was told that my account was frozen for a few months and that it had gone active for the month of October. When I told them that there had been a mistake and I was no longer associated with the gym they refused to give me back my money claiming that I had to cancel with them 30 days prior. ScandalousDesired Settlement: Just a simple refund

Business

Response:

Member Solutions is the billing company hired by [redacted] to administer billing agreement terms which allows customers to pay for services over time. This includes but is not limited to handling all cancellation requests. Per the terms and conditions of the agreement signed by [redacted] #7. -Acceptance Of Member that the failure or inability of the Member to use the facilities, classes or services of the business for any reason, except as otherwise provided herein does not relieve or suspend the Member’s obligation to make all payments required under this Agreement on a timely basis, nor entitle the Member to a refund or credit.

[redacted]’s request for cancellation was received on 10/27 and the cancellation policy for his account is a 30 day notice of cancellation. [redacted]s account was cancelled per the terms and conditions of the agreement on 10/28/2014 and his last payment due was collected on 10/27/2014.

Review: This company provides membership services to other companies. I was registered in a Martial Art school which used their services. I had no idea that I had a contract with two different companies. After canceling with the school member solution continued to charge my credit card and refuses to stop or credit me back for the months I had received nothing in return.Desired Settlement: I want a refund for the months I was charged after canceling with the school and I also want them to stop billing me.

Business

Response:

**. [redacted] signed a term agreement to 6 payments of $109.80. Six payments were made and the terms of the agreement were fulfilled. We received a charge back on the final payment. When contacted, **. [redacted] said he cancelled the agreement on 9/30/2013. Member Solutions handles all cancellation requests for [redacted] Martial Arts. We did not have receive any inquiry regarding cancellation. This agreement cannot be cancelled except in cases for medical disablity or relocation.

There fore the final payment is due.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Member solutions is a third party to me. I thought my contract was with [redacted], and they utilized member solutions as a vendor for receiving payments. I do not plan on making the payment for services I did not received. I knew there was a 6 month contract but that was with [redacted]s PMA. I did complete 6 months there but I did not pay through member solutions for the first month.

Regards,

Review: This company oversees payments and contract for a Hap ki do school. The contract states that it can be cancelled if I move 30 miles or more away from the school. I recently moved and provided them with multiple documentations verifying my move. I was notified that my request was denied due to my distant of my new address being 29.99 miles away from the Hap ki do school.This is a blatant attempt to collect a cancellation fee and horrible customer service.Desired Settlement: Cancel my contract without any cancellation fees and to refund the August 2013 payment of 100.00.

Business

Response:

Per the terms of the signed billing agreement, in order to cancel for relocation, the new location must be 40 miles from any [redacted]. The information we received shows the new location is less than 30 miles. Therefore we cannot cancel this agreement for relocation.