Youbill, Incorporated

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] contacted Member Solutions via phone on 9/18/2017...

regarding a past due balance on his account for his membership with [redacted].  He stated that he had emailed his military orders to cancel his account in June 2017.  Because the Member Solutions representative could find no record of this, he was advised that if he could provide the original email along with the documentation from that date and the documentation was approved, Member Solutions would honor it from that June date and cancel the account from that June date.[redacted] sent his original email from June 13, 2017 along with his military orders on 10/09/2017.  They were reviewed and approved dating back to 6/13/2017. [redacted]'s account has been cancelled with nothing further due.

I recently made a donation to a local charity organization using my credit card. I review my credit card statement monthly. I discovered that I was charged $120 from a company called Member Solutions. I contacted my credit card company to reverse the charge because in good faith I knew that I didn't charge to this company. The credit card company reversed the charge. A week later, I discovered that the charge was for my local charity. The credit card company charged my account so that the charity would receive the money. Two weeks later, I received an e-mail that I owed $155 and needed to pay to avoid further collection activity. I feel that a $35 charge is excessive for an honest mistake. I contacted Member Solutions, explained what happened and she said I still owed $35 or it would be turned over for collection. I paid the fee but will never donate to this charity again using a credit card! Donors beware!!

[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 also said in the May call that I was unsure of an actual return date and I would confirm an actual start if at all. I do not owe two months and I'll not pay. I also will be notifying the owner of sidekicks about your billing practice.
Regards,
[redacted]

Hello Revdex.com, the first complaint was not received by our organization. However, I have expedited the reply on this request to accommodate for that lost time.
Our response is below:
Member solutions is the billing company hired by [redacted] of Flowery Branch, LLC. 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 account we found for [redacted] matched the address given on this Revdex.com complaint. The account number for reference is [redacted]. At the request of the client this account was cancelled after the last payment of $180.00 was made on the account on 8/5/2015. Unfortunately [redacted] charged back that last payment made on 8/5/2015 and it re opened the account in order for us to send the required information to the credit card company. When an account is re-opened, the payment shows as past due and we did make courtesy calls to the account at that time. We will take this written notice and stop the calls and correspondence on the account. However please note that the determination if funds will be due on this account is made by the credit card company and will be at their digression.
As you can see by the attached agreement, this membership was still in it’s original term. The payment section clearly defined the obligation of the agreement and payment terms.

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:I informed the consultant at Member Solutions that enclosed in the scholarship application that I attached and emailed to them was the lease and utility bill, two of the three modes of documentation that they requested.  The only difference between what they required and what I presented is that they were not individual copies of the documents.  The fact that I provided what they requested, despite the fact that it was in the manner of a scholarship application to seek a reduction in the utility bill, should suffice.  In addition, no one informed me that I was required to provide the mileage of distance from where I am currently located to where I am relocating.  However, I did provide the address to the apartment complex I will be moving into, which is in Sydney, Australia.  I was informed that my account is currently frozen so that I can acquire and provide the individual copies of the documents requested.In addition to this I would like to add that if I had been shown my contract beforehand, which I have yet to see physically from [redacted] or electronically on my Member Solutions account online, I would have ensured I had all the required documentation when filing to terminate said contract.
Regards,
[redacted]

Today, April 13th 2015 I was able to handle my concerns (Before I saw this email) directly with [redacted], I have set up 2 payments for the $308.61 cancellation fee. I was informed in person by the [redacted] that a cancellation had been sent in immediately to Members Solution. I've spoken to a supervisor at Members Solution who assured me that only the 308.61 cancellation fee was to be charged to my account and no further payments were required outside of this.The supervisors name was Sean G[redacted] extension [redacted] and the Confirmation number is [redacted].[redacted] representative was Magdalin *. C[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]

[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 validation papers from my doctor for my disability  was submitted in Sept 2013  and relocation was submitted in Dec. 2013 to Member Solutions.  and several follow up call were placed.  Member solutions have all the requested paper work. Everthing was sent to them in 2013.
 Member Solutions still refused to cancle the member ship even after recieving the doctor staements and papers from the State of TN validatating my disability.  I am unable to continue any form of Kickboxking classes after having foot surger.  and repeatedly requested for the membership to be cancelled.
I have been receiving harrassing telephone calls  and emails from member solutions regarding payment  for a membership that should have been cancellled montsh ago .  Again, I am requesting the membership be cancled, all calls and correspondence stop, and any charges or debt be cleared from my record and/or credit report in regards to this Member Solutions.   Regards,[redacted]

I have attached the emails I sent to inform of cancellation, the complete lease agreement along with the cancelation letter was sent to them prior to 06/26/2015 unfortionately I did not send them registered.Attatched are the signiatures to the lease and the first payment. I sent the required information to member solutions billing as they requested yet they continue to state that is it does not matter until their legal team is satisfied and till then the customer continues to be billed. Thank you for your diligence with this matter.

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 request, I have added a cease and desist for all...

communication on [redacted]’s account.  We received two medical disability forms from [redacted] but neither were approved as the length of time required to qualify as a permanent disability was not met.  At this juncture, [redacted] owes $375.00 for the months of October 2016 through December 2016 and has late fees totaling $45.00.  If [redacted] would like to close out her account and will pay the past due invoices totaling $375.00, we will waive all late fees as a courtesy.

Thank you for the information on your
payment. We apologize for the inconvenience. Your account is now paid in full
and all fees have been removed.

[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]
Please confirm that I no longer owe ANYTHING on the account. Thank you.
Also, in regards to the refunds, from what I understand, Member Solutions is the billing company that handles all the payments, including refunds so I don't the business' response satisfactory.
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.  At the request of the client the account for...

[redacted] has been cancelled nothing further due. Member Solution is no longer serving the account and will no longer be contacting [redacted] on this matter.

Member Solutions is the billing company hired by [redacted]’s [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 Member Solutions regarding...

cancelling due to relocation on 10/9/2017. We emailed a relocation form along with instructions on the documentation that was required to cancel on 10/9/2017. Subsequently, [redacted] has sent documentation that does not meet the proof-of-move requirements.  They are lacking a date or the new address information or are not the type of document that is required for cancellation of his account.Because proper documentation had not been submitted, [redacted]’s account continued to bill through November 2017.The last payment received on the account was October 2017.[redacted]’s [redacted] has cancelled the account with no further funds due.No further contact will be made with [redacted].

Member Solutions is the billing company hired by [redacted] of [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 Member Solutions to cancel his membership with [redacted] of MA on 8/9/2017.  He was advised that he would need to fill out a relocation form and would have to provide two acceptable proofs of move.  Member Solutions emailed him the form and instructions on 8/9/2017.   On 8/14/2017 Member Solutions received, via email, Mr. [redacted]’s relocation form along with his proof of move.  Mr. [redacted] was informed via email on 8/14/2017 that the proof of move provided was denied because it did not qualify.  An “offer of admission” from a university is not an acceptable proof of move.    Mr. [redacted] contacted Member Solutions via email on 8/17/2017 to dispute the denied proof of move. [redacted] advised him again, via email, the types of proof that would be accepted.   Currently, Mr. [redacted]’s account remains open and will continue billing.  Member Solutions has placed a Do Not Draft on his account so no further funds will be drawn automatically and all communication; phone, email, letters has been ceased.

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.
The section under auto renewal options for...

[redacted] contract shows a 30 day notice of cancellation. Even though Member Solutions never received the request to cancel as required to cancel out the agreement, at the clients request the account was cancelled on October 12th with the last payment due on 9/25/2015. As that payment is in dispute with [redacted] credit card company they will make the final determination if the funds will be received. The amount of that payment is $189.00 and the fee for a chargeback on an account is $25.00 and the fee for a late payment is $10.00 for a grand total of $224.00.
Once the determination is made by the banking institution that holds the credit card, we can work to resolve the fees that accumulated during the resolution time.

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. I have reviewed the servicing agreement on [redacted]...

[redacted]’s account. [redacted] is in a year term agreement, that auto renews to a year term and there is no cancellation allowed. The cancellation on the agreement would require a payoff of the balance in the amount of $1028.70. The client, however, has extended an one time option for cancellation on this account that will allow [redacted] to cancel with a 30 day notice and by paying 30% of the current balance owed after the April payment has been made($308.61 as the April payment has been made on the account). This would give the customer “relief” in the amount of $720.09 to cancel the account. A online version of the agreement is attached for his reference.

Member Solutions is the billing company hired by [redacted] 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.   After Member Solutions denied the...

submitted documentation to have her daughter's membership with [redacted] School cancelled,  [redacted] charged back her August 5th payment of $135.00.  Member Solutions has decided not to dispute the charge back or pursue the returned payment fee.  Her account #[redacted] has been cancelled with no further funds due.

Member Solutions accepted the original email from June 2017 as well as the military orders as proof of move for cancellation. [redacted]'s account #[redacted]-1 with [redacted] was cancelled on 10/23/2017 with no further funds due.  Any prior email or voice mail regarding payment should be disregarded.  The account will not be sent to collections.

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.  At the request of the client this account has been cancelled...

nothing further due.

[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. On 3/6/2017 [redacted]...

[redacted] received an email from [redacted] requesting to cancel his membership with [redacted].  We advised him, at that time, the he was in a one year term agreement that could not be cancelled and there were two payments remaining. On 3/7/2016 a medical disability form was requested and immediately emailed to [redacted].   The form was filled out and emailed back on 3/20/2017.  It stated that [redacted] (the member’s wife) had a medical condition and [redacted] was going to help care for her.  This was the medical disability that was given as the reason [redacted] needed to cancel his membership with [redacted] cannot accept a medical condition for a person other than the member, as a reason to terminate a billing contract.  [redacted]’s request to cancel due to a disability was denied on 3/20/2017. His account remains open.