Youbill, Incorporated

Member Solutions is the billing company hired by *** *** Martial Arts to administer the terms of billing agreement which allows payments of tuition over time The military documents received do not reflect an authorization for dependents If there are additional
military papers specifying dependent names including ***, please submit to us If for some reason you cannot provide the military documents needed, below are alternate documents we will accept We will need at least of the following choices:
New Driver's license
Pay stub/ check from new company
Phone Bill (analog lines only, no cell phones)
Copy of new lease / mortgage
Cable Bill
College / University tuition receipt
Utility bill
New
employer acceptance letter
Please
be advised that billing will continue on your account until the relocation
meets all requirements and is approved

[redacted] 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] first contacted [redacted] to cancel his...

membership on 5/22/2017 stating he had moved.  [redacted] advised him that cancellation due to relocation is only allowed if the distance is 50 miles or more and was emailed a relocation form.  [redacted] called in again on 5/30/2017 regarding cancellation due to relocation and was again advised to send in the relocation form he had been emailed. On 7/7/2017 [redacted] inquired about using his [redacted] retirement orders for cancellation and [redacted] advised we would need to review the orders or a relocation form. On 7/11/2017 we received [redacted] orders and they did not meet requirement for cancellation.  We also received his filled-out relocation form and it was denied because the proper documentation was not provided. We next heard from [redacted] on 8/8/2017 and he asked our representative if he were to send in the proper relocation documentation that day, would [redacted] refund his July payment. The relocation documentation was received and approved on 8/8/2017.  Per the signed agreement, once the $199.00 cancellation fee is paid, the account will be cancelled.  [redacted] was informed that there would be no refund.

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.After thoroughly reviewing [redacted]...

membership account with [redacted], it has been determined that the account is currently cancelled and there are no further funds due.  [redacted] had initiated a charge back on the May payment and it has since been reversed.  Member Solutions is going to reject the reversal and the May invoice will be cancelled as well.  No further funds are due on this account and it is closed.

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.
We have been assisting Mr. [redacted] with his...

questions regarding his agreement with [redacted], the cancellation policy, and his auto renewal cancellation request since January of 2015. His account number is [redacted]. He is in a term agreement, of 1 year. His first payment was due 1/15/2015 and his final payment was due on 12/15/2015.
Mr. [redacted] was advised that he was in a term contract with no cancellation, however, he was advised that he could send in a cancellation request for his auto renewal which would have occurred on January 2016.
At the time Mr. [redacted] requested the cancellation of his auto renewal on May 18 2015, he was sent a confirmation of that request on May 20th and was notified that 7 month remain on his contract, addressed to him with the date of the auto renewal and his account number. The entire email chain is attached to this complaint for reference.
In error, he received another email to his address not addressed to him, with an account number that was not his ([redacted]), stating that we have processed the written request to cancel the auto renewal pending for June 2015, and the account is now closed. As the account number, and the auto renewal term were not his date, this email was not intended for him. Mr. [redacted] replied immediately and it was explained to him that the email was in error, and his account status had not changed, and we apologized for the inconvenience and reminded him of his remaining term. We reminded him a few more times, and you can see from the attached email.
Member Solutions again apologizes for the error of sending an email to his address that was not intended for him. But that does not change the nature or term of his agreement and his obligation to the [redacted].
Mr. [redacted] auto renew was cancelled per his request, however as of now he is still liable for 6 more months of payment that remain on his original agreement. As he paid the 6/15/2015 payment.
Both his contract and his email chain are attached to this complaint for reference.

Member solutions is the billing company hired by [redacted] Martial Arts 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.
Member Solutions business hours are: Monday-Thursday 9am-9pm...

ET and Friday 10am-6pm ET to accept incoming customer calls.
[redacted] Martial Arts only accepts payment through EFT and Member Solutions charges those payments monthly there is no paper/statement option.

Member Solutions has not received [redacted] request for cancellation but we will accept this complaint as her written notice for cancellation.

Additionally, Per [redacted]'s request I have added a do not draft on the account as there is currently no stop payment from her institution on file as listed.
There is no refund due on this account.
If we can be of further assistance please do not hesitate to reach out to us directly.

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 the extent that the contract is cancelled not to the fact I was charged for a month I could not attend.  I will follow up with the school, no longer willing to deal with You bill.
Regards,
[redacted]

From: Terri L[redacted]<[redacted]>Date: Fri, Jul 17, 2015 at 11:29 AMSubject: [redacted] - complaint #[redacted].To: "[redacted]" <[redacted]>Good Morning [redacted], I have an update on a case that is noted as unresolved in the Revdex.com system for [redacted] - complaint #[redacted].Our office was able to reach the Medical Doctor on file for [redacted] and her account is now cancelled. Thanks, Terri L[redacted] Call Centre Manager Member Solutions

The signed agreement contains terms and conditions with a
specific clause for the death/disability. The clause states that the Member or
his/ her legal representative may cancel the agreement if the Member dies or
becomes permanently disabled. Permanent disability is a disability, verified by
a physician, which precludes the Member from using any of the Business’
facilities for a period in excess of 6 months.  The information provided
lacks the information necessary to qualify for cancellation.  It did
however qualify for a freeze which was previously extended in October, November
and December 2013.   Based on the information received, this account
cannot be cancelled.  The account is now in default.  Per [redacted]
request we have stopped contacting her regarding this debt.

[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]
 Complaint: [redacted]
I am rejecting this response because:
The information given by the business is incorrect. My last phonecall from them was a collection call where they were attempting to collect the $315.00 that my bank had dishonored. They did not return the money, my bank dishonored it and reversed the charge.  I was told on that phone call that they would continue to pursue the collection of the $315.00 and late charges and interest would continue to compound.
I am appalled at their blatant untruthful response and would like a statement saying that I do not owe them anything further.
Regards,
[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.
We received the information online from the client to...

bill [redacted]'s Account electronically.
We have worked with the client to resolve this issue on [redacted]'s Account, and we are refunding the $149.00 payment made on the account on July 5, 2014 to the credit card number on file [redacted] ending in [redacted].

From: [redacted] <[redacted]>Date: Mon, Jul 13, 2015 at 10:54 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted]Received a response from Member...

Solutions stating my health form was denied due to a specific date my health issue will be resolved. On July 8th, I called and asked what exactly this meant. They said they needed to know why my hernia could not be fixed. Of course this needed to be in written format from my doctor. My doctor stated that surgery is required for a hernia to be fixed, and that surgery cannot be given at this time. I sent this statement in on July 9th, and received an email stating that it was denied again. I called Member Solutions today, July 13th. They said they needed my doctor to give a date to when I can have surgery. According to my doctor, surgery will be required in my 50's and 60's, not at 25 years old due to the risk of the surgery not lasting adequate time. They also stated that my physician did not state she was an actual physician, yet signed and dated the physician form. According to Member Solutions, she MUST sign her name and put "M.D" at the end. When I spoke to my doctor about this, she said it should have been understood that when she is signing her name to a physician form, that she is an M.D.Sincerely,[redacted]

From: Terri L[redacted]<[redacted]>Date: Fri, Jul 17, 2015 at 11:29 AMSubject: [redacted] - complaint #[redacted].To: "[redacted]" <[redacted]>
Good Morning [redacted],
 
I have an update on a case that is noted as unresolved in the Revdex.com system for [redacted] - complaint #[redacted].
Our office was able to reach the Medical Doctor on file for [redacted] and her account is now cancelled.
 
Thanks,
 
Terri L[redacted] Call Centre Manager Member Solutions

[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]
 Complaint: [redacted]
I am rejecting this response because:I want my account closed and zeroed out I owe them nothing.  Yes the onset was from 2012, as stated again and again the doctor and I thought I would be able tor resume a normal life with working out evidently that is not the case after attempting to take this class it caused me to be re-injured and severe pain that I had to discontinue.  You are NOT doctors to diagnosed and confirmed my medical condition, you just want your contract to be fulfilled and receive money off of people's medical diagnose. I will continue to take my doctors advice. You just contacted me again yesterday 11/10/2015....please remove my name number and bring my balance to 0 DO NOT continue to bill me or try to go to collections. Also it better never appear on my credit report.
Regards,
[redacted]

A copy of [redacted] contract was retrieved from the archives and forwarded via email on 8/18/2017.  It states in the "Rights to cancellation" section of the member agreement:  "An appropriate administrative and legal fee of $199.00 will apply to all cancellations."  Per the signed agreement, once the $199.00 cancellation fee is paid, the account will be cancelled.

black; font-family: "Verdana","sans-serif";">Member
solutions is the billing company hired by [redacted] Martial Arts School. 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.
The
billing information is electronically transmitted to Member Solutions by [redacted]
[redacted] Martial Arts School to properly charge [redacted]’s account. When a
copy of [redacted]’s paper contract was requested per her concern with the
cancellation at [redacted] Martial Arts School a paper copy of the contract was
not produced Member Solutions cancelled out her account.
Member
Solutions apologizes for the inconvenience of the phone calls related to the
charge backs on her account from her credit card company. Member solutions is
no longer servicing [redacted]’s account and we did not report her account for
[redacted] Martial Arts School to a collection agency.

Member Solutions has placed a no call, no communication override on your account as of the date the complaint was received on 11/11/2015. There has not been nor will there be any calls or communications sent from Member Solutions after this date other than this communication through the Revdex.com. Member Solutions is not a collections agency and will not make the final determination if any of the funds due to [redacted], that is not our decision. The account will not be cancelled , nor the balance be moved to a zero dollar amount. Cancellation for disability cannot be for a pre-existing condition as the member agrees by signing the agreement that they are physically and mentally able to take classes offered by the business.

[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]
 Complaint: [redacted]
I am rejecting this response because: As I stated in my original complaint, my membership was cancelled on 2/13/14 by [redacted], Owner of [redacted]. I will NOT pay for the month of March when this membership was already cancelled. I have attached the string of emails between [redacted] & myself regarding his shady & fraudulent business practices.  While the emails are informal, he does stated that my membership is cancelled & I will no longer be billed. I suggest if MemberSolutions would like to dispute this charge for March then they need to address it with Mr. [redacted] since they are the ones conducting business with him & I no longer am. My credit card company has been contacted & they have removed the charge from my account & I am not liable for those charges. If Member solutions continues to bill my card, my credit card company has been instructed not to accept any charges from Member Solutions, which why payment was denied them already from my credit card company. 
Regards,
[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 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.

We signed on with this company back in early 2016 and was made to believe that they provided full service billing and would collect tuition, follow up with clients and delinquent students and provide a way for students to manage their accounts with ease making our job easier all while charging premium prices for their services.
We still ended up having to do the majority of the work calling past due clients and getting their payments caught up ourselves, making all the phone calls to try to get members back in and training, clients were constantly coming in complaining about their dealings with Members Solutions..It was a big problem..Not only that it would take 10 phone calls and days to get accurate billing deposit information and the clarity was non existent until we literally protested and protested until we got a supervisor on the phone..We got tired of the headache and paying their high fees for minimal results and moved our account to another billing company after just 3 months of this and they told us they were keeping 25% of our cancelled out clients billing tuition and would not be releasing it until April 2017..We had already cancelled out all of our members from their service and they are still saying we have active accounts and that they are keeping 25% of these contracts...Its bad business and unethical what they are doing. None of these cancellation policies were made aware to me when we joined. They are saying clients that we have previously cancelled out are actually still active even though it shows up in our system thats the client is cancelled and thats how they are coming up with the 25% that they say they are going to charge us..Crazy..I have spoken to many other school owners who have also informed me that they had the same experience and felt they were robbed by Members Solutions.

[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 never asked for a credit or any kind of refund in the first place. I simply asked for the contract to be canceled. I've never dealt with or heard of any other businesses that won't help out military family's. It's quite obvious you don't support the military as you show no efforts to work with me, so I'll be happy to tell everyone that and advise them not to do business with member solutions. So congratulations to member solutions I guess you'll keep getting my money until June 20, 2015. 
Regards,
[redacted]