Abine, Inc.

This user's claims are unfounded and the user has never been able to provide a single specific detail as to why they are due further refunds from AbineThey only claim there are "discrepancies" and demand additional money from AbineAbine has been incredibly cooperative, manually reviewing all
transactions and providing the user with every possible detail we have available (in addition, Abine has already refunded over 50% of what the user has spent with our company).When the user is asked to provide specific details as to what refunds they believe they are due or why, they refuse to provide any details and instead insist that Abine is withholding information (despite Abine providing considerably more info than the user ever has provided).In summary, we believe this user was using our service to engage in fraudulent behavior and we are currently investigating this case through various legal channelsWe can provide no further details at this time

This complaint has been handled via our internal email support systemThe consumer, *** ***, has received all funds that he was owed by us that were outstandingThe issue, "holding of balances", that the consumer is referencing is always outside of our control, and is due to third party
merchants refusing to release holds or reverse pending charges on the prepaid credit cards that we provide.As is seen in the attached screenshot (which is a response to him via our internal email support system), many times, the consumer is not due the funds that he suspects he is dueAdditionally, as is seen in the attached screenshot, we've given the consumer our support phone number and hours of operation (multiple times) to get in contact with us via phone, which is what he originally requested. The consumer receives responsive support via our internal email support system on a regular basis. Instead of filing a complaint with the Revdex.com, we would ask that the user simply contact us via our internal email support system by contacting "***" (which they do regularly), or by dialing our support phone number, at 1-***, Monday - Friday, 9am - 5pm, Eastern Time

Hello,We standby our commitment to privacy and our promises to customers and can confirm that your account has been purged from our systems per your requestIt took days to complete the purge from our databases and systemsWe have taken steps to make future requests faster as it shouldn't have
taken so long -- our sincerest apologies for this delay and inconvenience. It should also be noted that we believe there was also a breakdown in communication -- we have no record of your "three emails requesting an explanation". We began removing your account from our systems immediately when you made the request on 2/21, but received no followups since that last correspondenceWe would have been happy to provide status updates if we received your additional queries. Regardless, your account has been closed and information purged, per your request. If you need anything else we'd be happy to help -- contact *** or call us at 1-***. -the Abine Team

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

We are sorry that the customer is experiencing some difficulty with the serviceThe customer signed up for our DeleteMe service on Feb22, with the first round of the information removal taking place on Feb Please note that the date of 2/24/is currently less than a month from the date of
this complaint.A number of the websites mentioned in the customer's complaint (e.g*** ***), have already followed through with our opt-out requests, and the customer's information is no longer available due to the first round of information removals completed by our teamThe aggregator websites that have been mentioned (i.ewebsites that pull their data from larger sites) can take weeks or more for removal of information, as it takes time for them to recognize that the source of the information is gone, and follow through to update their cache, which in turn eventually pulls down the customer's information listings. Since these are not direct removals, we must follow their time frame from the date of source material opt out sent. As for going through Google to remove outdated (dead cached link) information, that is not a process that is part of our serviceWe do removals for our customers direct from the websites mentioned in the description of our service. There will always be some lag time between the information being removed from a website and the link for said listing being removed from any search engineIt is true that you can request removal in an expedited manner for this however, it is not one of the services we provideRemoving ones data from a website is a two step process - first, you remove the source information from the hosting website, then that listing (now no longer active) is eventually removed from search engine results when the search engines update their cacheFor any customers looking for information on how to expedite this we always help with links, contact forms etc.We are always happy to speak directly with our customers, even if they are unhappy with any of our products or servicesFor future reference, we do offer prorated refunds of our DeleteMe service if you're unhappy with the resultsHowever, we would prefer that the customer contact our support team if they are unhappy with the service, instead of filing a complaint with the Revdex.com. Our support team can be reached via email at ***, via Live Chat (***), via phone at ***; phone and Live Chat are only available Monday - Friday, 9am - 5pm Eastern Time

We'd firstly like to apologize for the lack of immediate communication between the business and the consumer.  We've just issued a $129.00 refund for recent charge that was issued to the customer's payment source on file. The customer will receive this $129 refund in the next 2-5 business...

days. The customer can use the following reference number for the refund: Refund (Unique Transaction ID # [redacted]) We are a very small team, and unfortunately, situations can occur where customers are unable to immediately get in touch with our Customer Support team within our operating business hours. If unable to reach a representative, it's due to our assisting of other customers at the same time. While we do aim to speak with all customers in a timely fashion, we have to handle contact requests as they come in. If we are at capacity at the time of contact, it may result in a delayed response. We understand this weakness in our Customer Support chain, and we're working to improve our response times every single day.  While the customer did "clear out" all of the data that was entered into their user profile, they did not contact us at the time of deletion (prior to this complaint) to fully cancel the subscription and turn off all recurring payments.  If the customer has any additional questions, please email us directly at [redacted].

We apologize for this incredibly poor experience. Unfortunately, when you sign up for our DeleteMe service, you have to agree to our Terms of Service, which state that it is a recurring subscription and is renewed automatically. That said, we have no interest in preventing users from cancelling if...

they would like to do so.The inability to reach us boils down to a few issues: our actual support hours are 9am-5pm Monday-Friday Eastern time. We've updated this info in multiple places, but apparently it was missed somewhere. I see the Revdex.com listing is still showing the incorrect hours, so I just submitted an update to correct them. Also, we did recently have a bug where the live chat link that is specifically available while logged in to DeleteMe directs to an older chat link. This bug was fixed - somewhat coincidentally - the day this complaint was received.In addition, I see that you had emailed our support email on Friday, 6/12 at 6:01pm, which unfortunately meant the email remained unread until the following week. One of our DeleteMe operators responded to you on 6/17 (the following Wednesday) confirming that a refund had been issued. That said, it is certainly unfortunate that it took 3 business days for you to receive a response, especially after so many unsuccessful attempts to get in touch with us. To reiterate the reply sent through our support email on 6/17, the $129.00 was refunded to you on 6/17 and should have posted to your account by now. We are truly sorry for the unacceptable experience and if you need to forward these exchanges to your bank to have them remove the overdraft fee, please feel free to do so.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Abine should refer to the copies of the emails I have attached which shows that I did in fact send 3 emails requesting removal from their website. If they did not receive the emails then perhaps they should learn to check their junk email folder.
Regards,
[redacted]. [redacted]