Youbill, Incorporated

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The information in their response is incorrect.
Corrections
#*** Martial Arts is no longer the accurate business name it is called *** *** Martial Arts, just another way to show how the company is out of touch with its clients
#*** *MA accepts many forms of payment to include checks and cash payments on a daily basis
# The Membership Solutions claims that they did not have any correspondence form me, I phoned them and spoke to an extremely rude female and was given an email address at that time ([email protected]) and promptly sent an email that I cced *** *MA on
# I cancelled my automatic payment both via phone and via email and they deducted $from my bank account yesterday which is completely unacceptable.
# The withdrawl of funds from my account after my cancellation request is thievery and fraudulent.
# The lack of customer service and intentional disregard is very unprofessionalI am now requesting again that the two months be refunded to me in the amount of $
Regards,
*** ***

Member Solutions is the billing company hired by *** *** *** *** *** to administer billing agreement terms which allows customers to pay for services over time
A refund in the amount of $was sent to *** *** on 12/16/to the EFT info on fileFor overdraft fees to be
reimbursed we would need a copy of the bank statement showing the overdraft fees as a result of the paymentOnce that information is provided it will be reviewed

By signing a term contract, *** *** agreed to the make payments as designated in the agreementCancellation of a term agreement is only granted for permanent disability, relocation or death as described in the agreement Non use is not considered a reason to cancel a binding contact The buyout option was extended to *** *** as a courtesy and gesture of goodwill

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, 9:AM
To: *** ***
Subject: RE: Cancel auto renewal
Good morning
Thank you for contacting us in regard to your accountWe have received your request for cancellationAccording to the terms of your agreement you signed for a month programWe are unable to cancel this membership based on the circumstances indicated
The cancellation email that you received was sent in errorThe account number of that email is not yoursYou 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 ***
Regards,
Cynthia R***
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 emailIf you are not the intended recipient, please notify MEMBER SOLUTIONS immediately at ###-###-#### and permanently remove this email from your mailboxAny disclosure, copying or distribution of this email by any person who is not the intended recipient is strictly prohibited
________________________________________
From: *** *** [mailto:***]
Sent: Wednesday, May 27, 12:PM
To: Customer_Cancellation_Email
Subject: RE: Cancel auto renewal
No, you are able toAnd you didYou own the contract and you released me from the agreement via that emailReinstating my contract without my agreement is a fraudulent actIf I am charged again I will report youI have all the necessary documentation and will not be pushed aroundOn May 27, 10:AM, "Customer_Cancellation_Email" wrote:
@membersolutions.com>
RE: *** ***, Account #***@membersolutions.com>
Good Afternoon,
@membersolutions.com>
Thank you for your replyWe apologize for any inconvenience that you were sent the incorrect information in errorOnce the error was realized you were sent the correct informationWe are not able to release you from your agreement with *** *** *** ***
According to the terms of your agreement you signed for a month programWe are unable to cancel this membership
We have canceled the auto-renewal pending for January 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 ***
@membersolutions.com>
Regards,
@membersolutions.com>
Brian G***@membersolutions.com>
Operations [email protected]>
Member Solutions
P: ###-###-####
F: ###-###-#### @membersolutions.com>
People Love Our Service & Solutions - See What Clients Are Saying
Refer a Friend & You Both Win! LEARN MORE
[email protected]>
CONFIDENTIALITY NOTE: This email and any attachments are confidential and intended for the sole use of the persons named in the emailIf you are not the intended recipient, please notify MEMBER SOLUTIONS immediately at ###-###-#### and permanently remove this email from your mailboxAny disclosure, copying or distribution of this email by any person who is not the intended recipient is strictly prohibited
@membersolutions.com>
From: *** *** [mailto:***] @membersolutions.com>
Sent: Friday, May 22, 1:PM
@membersolutions.com>
To: Customer_Cancellation_Email
@membersolutions.com>
Subject: RE: Cancel auto [email protected]>
NoThis is not okI received the successful cancellation email first, and after the number of times I have called in to cancel was very relievedI have already reallocated that $dollars a monthYou 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 monthsAny further charges to my account will be reported [email protected]>
On May 22, 11:AM, @membersolutions.com>
"Customer_Cancellation_Email" wrote:@membersolutions.com>@membersolutions.com>
Re: *** ***, Account ***
@membersolutions.com>@membersolutions.com>
Dear Mr***,
We apologize for any inconvenience, the email sent below was sent to you in error please note the account number listedThe 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 ***@membersolutions.com>@membersolutions.com>
Regards,
Gloria W***@membersolutions.com>@membersolutions.com>
BILLING SERVICE [email protected]>@membersolutions.com>
Member Solutions
P: ###-###-####
F: ###-###-#### @membersolutions.com>@membersolutions.com>
People Love Our Service & Solutions - See What Clients Are Saying
Refer a Friend & You Both Win! LEARN MORE
[email protected]>@membersolutions.com>
CONFIDENTIALITY NOTE: This email and any attachments are confidential and intended for the sole use of the persons named in the emailIf you are not the intended recipient, please notify MEMBER SOLUTIONS immediately at ###-###-#### and permanently remove this email from your mailboxAny disclosure, copying or distribution of this email by any person who is not the intended recipient is strictly [email protected]>@membersolutions.com>
________________________________________
From: *** *** [mailto:***] @membersolutions.com>@membersolutions.com>
Sent: Wednesday, May 20, 5:[email protected]>@membersolutions.com>
To: [email protected]>@membersolutions.com>
Subject: RE: Cancel auto renewal
@membersolutions.com>@membersolutions.com>
Woah, wait, I was informed yesterday, via the email below, that my account was fully cancelled out starting in JuneThose funds have now been reallocatedI expect the email I received yesterday to be honored and my membership to be cancelled after June
@membersolutions.com>@membersolutions.com>
RE: ***
Good afternoon,@membersolutions.com>@membersolutions.com>
We have processed your written request to cancel the auto-renewal pending for June There are no further payments remaining on your existing membershipYour 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]
@membersolutions.com>@membersolutions.com>
Regards,@membersolutions.com>@membersolutions.com>
Helen A***@membersolutions.com>@membersolutions.com>
Operations Associate
Member Solutions
P: ###-###-####
F: ###-###-####@membersolutions.com>@membersolutions.com>
On May 20, 3:PM,@membersolutions.com>@membersolutions.com>
"Customer_Cancellation_Email" wrote:
@membersolutions.com>@membersolutions.com>@membersolutions.com>
RE: *** ***, Account #***
Good Afternoon,
We have processed your written request to cancel the auto-renewal pending for Janurary 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]@membersolutions.com>@membersolutions.com>@membersolut...⇄ /> Regards,
@membersolutions.com>@membersolutions.com>@membersolutions.com>
Brian G*** @membersolutions.com>@membersolutions.com>@membersolutions.com>
CUSTOMER CARE PROFESSIONAL @membersolutions.com>@membersolutions.com>@membersolutions.com>
Member Solutions
P: ###-###-####
F: ###-###-####
Business Hours
Monday-Thursday 9am-9pm ET
Friday 10am-6pm ET
@membersolutions.com>@membersolutions.com>@membersolutions.com>
People Love Our Service & Solutions - See What Clients Are Saying
Refer a Friend & You Both Win! LEARN MORE
WWW.MEMBERSOLUTIONS.COM @membersolutions.com>@membersolutions.com>@membersolutions.com>
CONFIDENTIALITY NOTE: This email and any attachments are confidential and intended for the sole use of the persons named in the emailIf you are not the intended recipient, please notify MEMBER SOLUTIONS immediately at ###-###-#### and permanently remove this email from your mailboxAny disclosure, copying or distribution of this email by any person who is not the intended recipient is strictly [email protected]>@membersolutions.com>@membersolutions.com>
From: *** *** [mailto:***]
Sent: Monday, May 18, 3:[email protected]>@membersolutions.com>@membersolutions.com>
To: Customer_Cancellation_Email
@membersolutions.com>@membersolutions.com>@membersolutions.com>
Subject: Cancel [email protected]>@membersolutions.com>@membersolutions.com>
Please cancel my autorenewalThank you
@membersolutions.com>@membersolutions.com>@membersolutions.com>

Member solutions is the billing company hired by *** *** *** *** to administer billing agreement terms which allows customers to pay for services over timeThis includes but is not limited to handling all cancellation requests
The call in question was reviewed by the Call Center
Manager*** *** called in May and asked for a three month freeze on the account for his sonFor June, July and AugustThe freeze was notated on the account and *** *** was advised that this next payment due on the account would be on 9/1/When the 9/1/payment was not made it accrued a late fee of $*** *** called back into our facility on 9/14/to ask about how to cancel the account and he was advised correctly that there is a day notice to cancel*** *** must pay the 9/1/2015, and the 10/1/payments on the accountThe account is set to cancel once those final payments have been satisfied

Member Solutions is the company hired by *** *** *** *** *** to administer billing agreement terms which allows customers to pay for services over timeThis includes but is not limited to handling all cancellation requests
Member Solutions was advised that the customer owes
this balance from a date prior to our billing for service on the account As a result of this information, Member Solutions has cancelled account *** and a no calls no correspondence was set on the account upon receipt of this Revdex.com complaint and there will be no future contact in regards to this matter by Member Solutions
The client, *** *** *** *** *** may pursue another avenue to collect the monies, however that determination will be made by the facility and *** *** is encouraged to discuss the matter directly with them

Member solutions is the billing company hired by *** *** *** *** to administer billing agreement terms which allows customers to pay for services over timeThis includes but is not limited to handling all cancellation requests
The request for the account freeze was completed for the time specifiedIt is the responsibility of the customer to update Member Solutions if those circumstances changeSince no such update was provided by *** *** the account returned to billing as outlined in the original call

Member solutions is the billing company hired by *** *** *** *** *** *** to administer billing agreement terms which allows customers to pay for services over time
*** *** *** *** *** *** handles all of the cancellations in house, and this is separate from the
billing services that Member Solutions provides
Member Solutions immediately marked the account for no calls at the request of *** ***
In addition, we have received word from the client that this account is cancelled with nothing further due

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I had received a statement from the company this month that indicated funds due. I have contacted them by phone today to confirm that the account has been cancelled and no further funds are due.I regret that it took this type of action to resolve this, but am pleased that this is now done.Thank you sincerely for your assistance in this matter
Regards,
*** ***

** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
*** *** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory and am unhappy with the way I was lied to and I'm only paying the contract obligation but still feel it is poor practice to say one thing to a customer and then change that to benefit themself
***
*** ***

I am in receipt of a complaint filed through your office by *** ***. Member Solutions is the billing company hired by *** *** *** to administer the terms of billing agreements which allow customers to pay tuition over time The length of the agreement that *** ***
signed is months (Dec 13, 2016- Dec 13, 2017)Monthly payments of $are due on the 13th of each month The last payment due is Nov 13, As a gesture of goodwill a buyout of the term agreement was offered. The buyout amount is 1/of the term balance The balance at this writing is $1000.00. The buyout offer is extended as a courtesy in lieu of the agreement

Member Solutions is the billing company hired by *** *** of *** *** 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. Mr***, account ***,
first contacted Member Solutions via phone to cancel his membership with *** *** on 8/9/He was advised he would need to fill out a relocation cancellation form and one was emailed to him that day. Mr*** filled out and sent back the relocation form on 8/14/2017. It did not contain the necessary information needed to cancel his account. There was no mileage stated and the document that was sent, a scholarship application, is not an acceptable document for proof-of-move. We emailed him back on 8/14/informing him that his submission was denied and the reasons why. The last correspondence received from Mr*** was an email on 8/14/stating he had no other documents to send. That he hadn’t moved yet so there would be no documentation with a new address at that point. Mr***’s account remains active and will continue billing

Member solutions is the billing company hired by *** ***
Incto administer billing agreement terms which
allows customers to pay for
services over timeThis includes but is not limited to handling all
cancellation requests
The client is willing to cancel *** ***’s account if the
March payment of $dollars is madeThat payment is currently in dispute with
*** ***’s credit card company
Per *** ***’s request I have placed a cease and desist on
her account and we will stop contacting her regarding this matter
A copy of *** ***’s month contract signed and dated
1/15/is attached for your review
Please let me know if any further information is required
regarding *** ***’s account and I will be happy to assist

The cease and desist was added to ***'s accountThe attachment provided appears to be a screenshot from the customer payment portalIn the terms and conditions as well as listed on the payment portal the cancellations terms are managed by the original contractThe last payment on the original contract is due 10/25/
I do accept the cease and desist on my account and being place on the do not call on my account; however, I am rejecting this response because as seen on the attachment it states that my account expired last monthIf I have no renewal on my account, then I do not understand why I owe payments till November if it already expiredI'm not paying in advance for anythingAt my gym, you are paying for that past month you attended
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me. If we should receive any further correspondence from either You Bill or *** *** *** regarding this issue I will re-open the complaint
Regards,
*** ***

The payments received in January and February to the *** account align with the
timeline of the March cancellation request
If further information can be provided by *** for review that indicate a conversation of cancellation prior to the date of March Member solution will investigate that information further

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I don't have the money to pay and you guys pretty much force me to pay when I don't have anymore to payMy choice is either foreclose the house and pay you or not to pay and my credit is ruinThe *** *** paid you to handle the cancellation and the term of the contractThus, you have the power to cancel my contract and I will pay for the months that I have gone to the training thereIf you were sensitive to my situation, you would have agreed to cancel itSure I signed the contract but at the time everything was okI didn't know the chinese and the world economy turned upside downIf I did see the future, I wouldn't haven signed up and deal with this nightmareAlso, What ticked me off the most is your employees harassed me, play power tripONe of your managers scheduled small payments of dollar and said that way "they see you attempt to make the payment and won't send you to collection"However, one of your employee taunted me on the phone that if I don't pay in full amount in days, I will be sent to collectionWhen you put the two together, they are conflicting statements
The same manager recommended me to contact the kravmaga place to ask for freezing the payment until I can get on my feetThe place is greedy and won't answer my emailOf course, they pay you guys to deal with thisSo the company has a whole has the power to cancel such terms, more like the management levelContract is one thing and human value is anotherI dont know what proof I can provideIf you want I can take a picture of my bloody stool and doctor visit to show you guys that I am telling you the truth.
Based on what I said above about what the employee told me and manager, either way I will be sent to collection until I pay the entire amount for the quarter which is Also, the company is not sensitive to my situation at allAlso, the time I sign up, they didn't really give me a lot of options at allMonth to month payment would allow me to cancel without going through with thisIf the two statements were conflicting, why should I keep the contract and pay bucks? either way I am going to be screwed.
Regards,
*** ***

Member solutions is the billing company hired by *** *** *** *** to administer billing agreement terms which allows customers to pay for services over timeThis includes but is not limited to handling all cancellation requests
*** ***’s account #*** has been reviewed and
we accepted the mileage on the account for relocation even though it is a shorter distance that would qualifyThere was, however a greater issue with all of the documentation, that required further review as none of the information provided on the documentation did not match the name on the contractWe worked with *** *** to resolve this issue and the account is cancelled and the final payment due of $on the account is for July 1,

Member Solutions is the billing company hired by *** Atlanta 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*** ***, account *** entered in to her
contract with *** Atlanta in January 2017. Along with the signed contract was a signed fitness assessment formOn the assessment form, *** *** was asked if there were any medical concerns that the facility should be aware of and she answered; “orthotics, metatarsal stress”. On the same signed form, it states that the member (*** ***) is physically fit to take the prescribed course of instruction. On 7/14/*** *** called Member Solutions stating that she injured her foot and wanted to cancel her membership with *** AtlantaWe sent her an email with our disability form to be filled out by a medical doctor(MD or OD). She returned the form on 7/25/but it was not filled out completely and she was asked to finish filling it out and send it back *** *** called MSI on 7/31/inquiring about the disability form. We advised her that it was denied and sent back to be filled out. *** *** sent back the completed form on 8/2/2017. MSI denied it again. It was missing onset date, time frame and was not signed by a medical doctor (MD or OD) MSI spoke with *** *** on 8/17/regarding the disability denial. Terms and reason for the denial were explained. *** *** disputed and did not accept the reason. She called again on 8/21/and spoke with a manager. The terms of her agreement as well as the reason for denial for cancellation due to disability were explained. *** *** was not willing to accept the reason given Member Solutions has applied a Do Not Draft to the account so no further funds will be drawn automatically. A no communication override has been applied to the account and *** *** will no longer receive calls, emails or letters from Member Solutions. *** *** submitted a chargeback with her credit card company and $has been returned to their bank At this time, *** ***’ account remains active and will continue billing Tell us why here