Affinion Group, Inc.

Thank you for your correspondence regarding [redacted] concerns with her Shoppers Advantage membership, a service provided by Trilegiant Corporation. By way of background, Shoppers Advantage is part of an established membership-based discount service company.  We...

jointly market our memberships with our clients to their respective customers.  We always obtain authorization from a consumer to post charges to a customer’s account prior to billing and enrolling the consumer in our services.  An individual member may join Shoppers Advantage in a variety of ways, however in all instances the member must affirmatively agree to enroll and be billed.  To ensure that consumers are satisfied, we process cancellation requests promptly.  To facilitate cancellation, a toll-free number is printed on all membership materials and appears on the credit/debit card statement at the time of the billing along with the name of the service to identify the charge. After researching her concerns, we found that Ms. [redacted] was enrolled in our Shoppers Advantage service on October 28, 2009, after being transferred to one of our representatives by [redacted].  Shoppers Advantage goes to great lengths in order to ensure that an authorized person agrees to the membership.  If Ms. [redacted] did not inform us that she wished to cancel the membership at the end of the trial period, she would be  charged the monthly membership fee.  The terms of the agreement provided that, in order to ensure uninterrupted service, the membership would be renewed each month at the then current membership fee. Please be assured that we make every effort to ensure that a member is satisfied with their membership in Shoppers Advantage.  As such, Ms. [redacted] membership was canceled on April 20, 2015, and a refund of $1,023.36 is being issued to her credit card account as full reimbursement of the fees that she was charged for the service.  We apologize for any inconvenience that Ms. [redacted] may have experienced and hope that this matter has been resolved to her satisfaction.   Sincerely, Jason AndersonCustomer Relations

Thank you for your correspondence regarding [redacted] additional concerns.  Feedback such as hers provides us with the opportunity to re-examine our procedures, make changes where necessary and continually strive for increased customer satisfaction.   After researching [redacted] concerns, we found that the most recent check that we processed for her was not sent by overnight mail as we had requested.  We sincerely apologize for this error.  [redacted] has recently contacted us, though, to let us know that she did receive the check through regular mail so we will not be requesting for the check to be voided.   We again apologize for any inconvenience that [redacted] has experienced.     Sincerely,   Jason An[redacted] Customer Relations

Thank you for your correspondence regarding [redacted]’s concerns with the rebates that she was offered for joining [redacted], a service provided by [redacted] Corporation.  Our records indicate that [redacted] has enrolled in multiple memberships in [redacted] after...

making purchases from [redacted]. and then responding to offers to receive a rebate on her recent purchase by calling a toll free number.  Upon calling the toll free number, [redacted] was presented with the option to enroll in [redacted].  The offer for joining [redacted] was four (4) $5.00 rebates for gas purchases. In order to avail herself of the promotional offers, [redacted] was required to return the rebate forms that were included in her membership kits or sent to the e-mail provided during the enrollment process, along with her corresponding gas purchase receipts.  Upon receipt of the completed rebate forms and receipts, [redacted]’s rebate checks would have been delivered within 6-8 weeks. For [redacted] membership number [redacted], our records indicate that we have approved four $5.00 rebates for [redacted].  The dates that these rebates were approved were 8/29/2014, 11/4/2014, 1/24/2015, and 8/17/2015.  [redacted] should receive her last rebate check for this membership within fifteen to twenty business days from that date of approval. For [redacted] membership number [redacted], our records indicate that we have also approved four $5.00 rebates for [redacted].  The dates that these rebates were approved were 2/20/2015, 5/1/2015, 6/1/2015, and 8/11/2015.  [redacted] should receive her last rebate check for this membership within fifteen to twenty business days from that date of approval. We apologize for any inconvenience that [redacted] may have experienced and hope that this matter has been resolved to her satisfaction.  Sincerely, Jason A[redacted]Customer Relations

July 17, 2015 VIA ONLINE SUBMISSION Revdex.com (“Revdex.com”)Revdex.com Complaint Department  RE:          Revdex.com Case #:        [redacted] Dear Sir or Madam: This correspondence is in regard to...

the above referenced complaintfiled with your office.  Due to Privacy, we are not able to provide specific informationregarding insurance related matters on this website. Please be assured that awritten response addressing all issues raised by the complainant will be sentdirectly to the Primary Insured under separate cover within the next seven (7)to ten (10) business days. We appreciate your understanding regarding this matter.  Sincerely,   Third Party Administrator cc:           [redacted]

Thank you for your correspondence regarding [redacted]’s concerns with his [redacted] membership, a service provided by [redacted] Corporation. Our records indicate that [redacted] was enrolled in our [redacted] service on December 11, 2015, after making a purchase from [redacted] and then...

responding to an offer to receive a rebate on his recent purchase by calling a toll free number.  Upon calling the toll free number, [redacted] was presented with the option to enroll in [redacted]. The offer for joining [redacted] was two (2) $30.00 rebates for purchases from [redacted]. In order to avail himself of our promotional offer, [redacted] was required to return the rebate forms that were included in his membership kit or sent to the e-mail provided during the enrollment process, along with his corresponding receipts of purchase.  Upon receipt of the completed rebate forms and receipts, [redacted]’s rebate checks were to be delivered to him within six to eight weeks.  According to our records, $30.00 rebate checks were issued to [redacted] on January 20, 2016 and February 4, 2016.  After researching [redacted]’s concerns, we have found that the check issued on February 4, 2016 (check # [redacted] was not cashed.  We have asked for that check to be voided and will be sending a replacement check (check # [redacted]) to [redacted].  [redacted] can expect to receive that check within the next fifteen business days. We apologize for any inconvenience that [redacted] may have experienced and hope that this matter has been resolved to his satisfaction. Sincerely, Jason A[redacted] Customer Relations

Thank you for your correspondence regarding [redacted] additional concerns with his [redacted] and [redacted] memberships.
 
[redacted] can be assured that his [redacted] and [redacted] memberships have been canceled, and a full refund of the membership fees that he was charged have been issued.  Please ask [redacted] to allow 7-10 business days from the date of our initial response for these refunds to post to his credit card account.
 
We again apologize for any inconvenience that [redacted] has experienced.
 
 
Sincerely,
 
[redacted]
Customer Relations

Complaint: [redacted]
I am rejecting this response because:
The Company did not provide sufficient written or verbal proof that I definitively enrolled in their discount program, and removed funds from my checking account nefariously.
There isn't anyway to measure how a person feels when there is a violation in their life, as this was. [redacted] P or whatever names they use didn't show any remorse, no apology, nothing. There excuses are that the Customer, me, knew what I was buying. Not true.
Simply put, and I repeat, this was, is, and affectively has been a personal and financial violation, unwarranted and no matter how small the funds involved should be dealt with accordingly.
I think an apology would have been a good start, and then an investigation into this company's values to ensure other's haven't been violated the same way I was.
Sincerely,
[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. 
However if I don't receive the $25.00 rebate check within the 15-20 days I will be submitting another complaint.
I do not consider this resolved until I receive the $25.00 rebate.Sincerely, [redacted]

Thank you for your correspondence regarding [redacted] concerns with his [redacted], a service provided by Trilegiant Corporation. By way of background, [redacted] is part of an established membership-based discount service...

company.  We jointly market our memberships with our clients to their respective customers.  We always obtain authorization from a consumer to post charges to a customer’s account prior to billing and enrolling the consumer in our services.  An individual member may join our programs in a variety of ways, however in all instances the member must affirmatively agree to enroll and be billed.  To ensure that consumers are satisfied, we process cancellation requests promptly.  To facilitate cancellation, a toll-free number is printed on all membership materials and appears on the credit/debit card statement at the time of the billing along with the name of the service to identify the charge. Our records indicate that Mr. [redacted] was enrolled in [redacted] on March 8, 2014.  On that date, he was asked if he would like to learn about a special offer for $60 worth of Visa gift cards when trying the service for a trial period.  Mr. [redacted] provided his first and last name, address, and billing information in order to accept the offer in the service.   During the enrollment, Mr. [redacted] was provided with the terms of the membership in [redacted].  Great care is taken to ensure that the consumer authorizes enrollment in the program.  Unless the consumer affirmatively elects to subscribe, they will not be enrolled as a member, nor billed the fees at the end of the trial period.  Trial members may cancel at anytime within the trial period by simply calling the toll-free number which is provided during enrollment and listed on the membership materials and owe nothing further.  Please be assured that we make every effort to ensure that a member is satisfied with their membership in [redacted].  As such, Mr. [redacted] membership was canceled on May 29, 2015, and refunds totaling $181.30 have been issued to his debit card account as full reimbursement of the fees that he was charged for the service. We apologize for any inconvenience that Mr. [redacted] may have experienced and hope that this matter has been resolved to his satisfaction.  Sincerely, [redacted]Customer Relations

Thank you for your correspondence regarding [redacted]’s concerns with her Great Fun and Shoppers Advantage memberships, services provided by Trilegiant Corporation.
 
Please be assured that we make every effort to comply with a member’s request to cancel their...

memberships in Great Fun and Shoppers Advantage for any reason.  Accordingly, if a customer is dissatisfied with the services under the programs, the company will cancel the memberships and they will owe nothing further.  Ms. [redacted] can be assured that her Great Fun and Shoppers Advantage memberships were canceled on April 23rd, 2014, and she will not be charged a monthly fee for either service.
 
We apologize for any inconvenience that Ms. [redacted] may have experienced and hope that this matter has been resolved to her satisfaction.
 
 
Sincerely,
 
[redacted]
Customer Relations

This letter is a response to your correspondence regarding the complaint of [redacted].
 
Our records show that Mr. [redacted] completed an online transaction at www.[redacted].com on May 8, 2009.  After completing the transaction he was offered a free 30-day trial...

of our Complete Savings service and a $20 Cash Back Award for trying our service, which he accepted. 
Mr. [redacted] accepted the trial membership offer for Complete Savings by entering the email address [redacted] twice and then clicking the “YES!” button on the page Immediately to the left of the “YES!” button are the “Offer and Billing Details.”  The Offer and Billing Details set forth the terms of the offer, including the $12 monthly membership fee following the free trial and advise the consumer that the fee will be billed to the credit or debit card he used for his transaction with [redacted].com. Immediately above the location on the offer page where Mr. [redacted] entered his email address twice and clicked “Yes” is the following statement:
 
By entering my email address as my electronic signature and clicking YES, I have read and agree to the Offer and Billing Details and authorize [redacted].com to securely transfer my name, address and credit or debit card information to Complete Savings for billing and benefit processing.
 
Thus, by accepting the offer, Mr. [redacted] agreed that the Complete Savings $12 monthly membership fee would be billed to the credit or debit card used in connection with his transaction with [redacted].com. Immediately after clicking the “YES!” button, Mr. [redacted] was taken to another screen welcoming him to the program. This page advised Mr. [redacted] that he had just joined Complete Savings. Within the next few minutes, Mr. [redacted] was sent two emails from us including his membership kit and password and reminding him to use his $20 Cash Back Award.  
In May of 2009, we sent Mr. [redacted] an email explaining how to access the Complete Savings membership. We also sent Mr. [redacted] an email reminding him to use the benefits of his membership and an email reminding him to use his $20 Cash Back Award. On May 25, 2009, we sent Mr. [redacted] an email to remind him that the free trial membership would conclude on June 7, 2009, and at that time, he would be billed the monthly membership fee. The email also included our toll-free telephone number if he wished to cancel, in which event, he would not be charged.  
 
Mr. [redacted] was charged the first $12 monthly membership fee at the end of his free trial membership on June 7, 2009. That same day, we sent Mr. [redacted] an email reminding him of the benefits of the membership.  Mr. [redacted] was charged the monthly membership fee from June of 2009 to February of 2014.. 
 
Mr. [redacted]’s Complete Savings account was canceled on March 6, 2014.  Mr. [redacted] was informed that his membership is affected by the settlement and that we have a dedicated team that is handling this settlement that will be able to provide him with more details involving his situation.  He can contact ###-###-####, Monday – Friday between the hours of 9 AM to 9 PM EST.
 
Complete Savings makes every effort to be straightforward with its offers, allowing consumers to make educated choices regarding the products and services they purchase. For this reason, it puts the most significant details of its offers in a prominent location -- immediately next to the acceptance button (so that a consumer will have those details in front of him or her before joining the service). In addition, Complete Savings places its key offer details on the very same page as the “YES!” button rather than requiring a consumer to click through one or more links in order to find these details. Moreover, when a misunderstanding such as the one with Mr. [redacted] occurs, we are pleased to cancel a customer’s membership, as we have in this instance.   
 
We believe we treated Mr. [redacted] in a fair and correct manner, and our records reflect that Mr. [redacted] took several affirmative steps to sign up for the Complete Savings service and received multiple communications from us, including a pre-billing notification, prior to the first charge on his credit or debit card.  We trust this resolves this matter, however, if you have questions or need additional information, please do not hesitate to contact me.
 
Sincerely,
[redacted]
Manager, Customer Relations

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.   Once the refund of $751.53 is posted to my credit card I will consider the matter closed.  Thank you for helping resolve this.
Sincerely,
[redacted]

A response to this complaint was sent directly to the complainant on December 8,2014 via [redacted].

Thank you for your correspondence regarding [redacted]’s additional concerns with his Great Fun and Shoppers Advantage memberships.
 
We have reviewed Mr. [redacted]’s enrollment call and have verified that Mr. [redacted] was provided with the terms of membership for both Great Fun and Shoppers Advantage.  We apologize for any misunderstanding concerning the terms of the offers.
 
In order to avail himself of our promotional offers, Mr. [redacted] was required to return the cash back rebate forms that were included in his membership kits or sent to the e-mail provided during the enrollment process.  Upon receipt of the completed rebate forms and receipts, Mr. [redacted]’s rebate checks would have been delivered within 6-8 weeks.
 
In order to uphold our high level of customer satisfaction, Mr. [redacted] may either e-mail ([redacted]) or fax (###-###-####) his [redacted] receipts and gas purchase receipts to my attention, and I will have his rebates processed by our Claims Department.  
 
We again apologize for any inconvenience that Mr. [redacted] may have experienced and hope that this matter has been resolved to his satisfaction.
 
Sincerely,
[redacted]
Customer Relations

Complaint: [redacted]
I am rejecting this response because it appears they should have followed through financially considering the circumstances and this response is unacceptable.   I want the cash back as agreed.
Sincerely,
[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.
Sincerely,
[redacted]

Thank you for your correspondence regarding [redacted] additional concerns. Our records do indicate that on March 26, 2015, we were provided with Tina [redacted] first and last name, address, and billing information to enroll in the Great Fun service.  Please be assured that we make every effort to comply with a request to cancel a membership in Great Fun for any reason.  We show that Mr. [redacted] contacted us on July 14, 2015 and requested cancellation of the membership, and a full refund totaling $60.97 has been issued to the debit card account that was charged. We again apologize for any inconvenience that Mr. [redacted] may have experienced and hope that this matter has been resolved to his satisfaction.  Sincerely, [redacted]Customer Relations

Thank you for your correspondence regarding [redacted]’s concerns with Shoppers Advantage and Great Fun, services provided by Trilegiant Corporation.
 
By way of background, Shoppers Advantage and Great Fun are part of an established membership-based discount...

service company.  We jointly market our memberships with our clients to their respective customers.  We always obtain authorization from a consumer to post charges to a customer’s account prior to billing and enrolling the consumer in our services.  An individual member may join Shoppers Advantage and Great Fun in a variety of ways, however in all instances the member must affirmatively agree to enroll and be billed.  To ensure that consumers are satisfied, we process cancellation requests promptly.  To facilitate cancellation, a toll-free number is printed on all membership materials and appears on the credit/debit card statement at the time of the billings along with the names of the services to identify the charges.
 
Our records indicate that Ms. [redacted] was enrolled in both Shoppers Advantage and Great Fun on two separate occasions.  On January 17, 2014, Ms. [redacted] was asked if she would like to learn about a special offer for when trying the services for trial periods.  The offer for trying Shoppers Advantage was a $25 [redacted] gift check.  The offer related to Great Fun was $40 worth of [redacted] gift cards.  Ms. [redacted] provided her first and last name, address, and billing information in order to accept the offer in the services.
 
On March 19, 2014, Ms. [redacted] was asked by a different client if she would like to learn about a special offer when trying the services for trial periods.  The offer for trying Shoppers Advantage at this time was a $50.00 shopping credit.  The offer related to Great Fun was a single $40 [redacted] gift card.  Ms. [redacted] again provided her first and last name, address, and billing information in order to accept the offer in the services.
 
During the enrollments, Ms. [redacted] was provided with the terms of the memberships in Shoppers Advantage and Great Fun.  Great care is taken to ensure that the consumer authorizes enrollment in the programs.  Unless the consumer affirmatively elects to subscribe, they will not be enrolled as a member, nor billed the fees at the end of the trial periods.  Trial members may cancel at anytime within the trial periods by simply calling our toll-free numbers, which are provided during enrollment and listed on the membership materials and owe nothing further.
 
Please be assured that we make every effort to ensure that members are satisfied with their memberships in Shoppers Advantage and Great Fun.  As such, Ms. [redacted]’s first Shoppers Advantage membership was canceled on March 21, 2014, and a refund of $1.00 will be issued to her credit or debit card account as reimbursement of the trial fee that she was charged.  Ms. [redacted]’s first Great Fun membership was also canceled on March 21, 2014, and an additional $1.00 refund is being issued to her account as reimbursement of the trial fee that she was charged for this service.  Ms. [redacted] was not successfully charged a monthly fee for either of these memberships.
 
Ms. [redacted]’s second Shoppers Advantage membership was canceled on June 9, 2014, and a refund totaling $33.98 will be issued to her credit or debit card account as full reimbursement of the fees that she was charged.  Ms. [redacted]’s second Great Fun membership was also canceled on June 9, 2014, and an additional refund of $16.99 is being issued to her account as reimbursement of the fee that she was charged for this service.  Ms. [redacted] may also either e-mail ([redacted]) or fax (###-###-####) me a copy of her bank statement depicting any fees or charges that she incurred as a result of the Shoppers Advantage or Great Fun service billings for review and reimbursement.
 
We apologize for any inconvenience that Ms. [redacted] may have experienced and hope that this matter has been resolved to her satisfaction.
 
 
Sincerely,
 
[redacted]
Customer Relations

Thank you for your correspondence regarding [redacted] concerns with his Benefits Package membership, a service provided by Affinion Benefits Group, LLC (“ABG”).  By way of background, ABG is the Plan Administrator for savings and protection programs offered to customers of...

participating financial institutions nationwide.  Our records indicate that Mr. [redacted] was enrolled in the Benefits Package program effective February 27, 1998, through his participating financial institution, [redacted].  The Benefits Package program provides a variety of benefits including hotel and car rental discounts, payment card protection, and Common Carrier Accidental Death Insurance. Please be assured that we make every effort to comply with a member’s request to cancel their membership in the Benefits Package program for any reason.  Accordingly, if a customer is dissatisfied with the services under the program, the company will cancel the membership and they will owe nothing further.  You can be assured that Mr. [redacted] membership was canceled on May 18, 2015, and refunds totaling $583.00 are being issued to his checking account.  Our records indicate that this represents full reimbursement of the fees that Mr. [redacted] was charged as the monthly rate for the membership has increased multiple times to reach the current $5.00 per month fee. We apologize for any inconvenience that Mr. [redacted] may have experienced and hope that this matter has been resolved to his satisfaction.    Sincerely,   [redacted]Customer Relations

Thank you for your correspondence regarding [redacted] concerns with [redacted] Travelers Advantage and Everyday Privileges Gold memberships, services provided by Trilegiant Corporation. By way of background, Travelers Advantage and Everyday Privileges Gold are part of an...

established membership-based discount service company.  We jointly market our memberships with our clients to their respective customers.  We always obtain authorization from a consumer to post charges to a customer’s account prior to billing and enrolling the consumer in our services.  An individual member may join Travelers Advantage and Everyday Privileges Gold in a variety of ways, however in all instances the member must affirmatively agree to enroll and be billed.  To ensure that consumers are satisfied, we process cancellation requests promptly.  To facilitate cancellation, a toll-free number is printed on all membership materials and appears on the credit/debit card statement at the time of the billings along with the names of the services to identify the charges. As an initial matter, neither Trilegiant Corporation nor its authorized agents conduct outbound telemarketing calls to market Trilegiant products.  Our records do however indicate that Ms. [redacted] contacted our call center on April 24, 2015, and during that call, Ms. [redacted] was asked if she would like to learn about special offers for trying both our Travelers Advantage and Everyday Privileges Gold services for trial periods.  Ms. [redacted] provided her first and last name, address, and billing information in order to accept the offers in the services.   During the enrollments, Ms. [redacted] was provided with the terms of the memberships in Travelers Advantage and Everyday Privileges Gold.  Great care is taken to ensure that the consumer authorizes enrollment in the programs.  Unless the consumer affirmatively elects to subscribe, they will not be enrolled as a member, nor billed the fees at the end of the trial periods.  Trial members may cancel at anytime within the trial periods by simply calling the toll-free numbers, which are provided during enrollment and listed on the membership materials and owe nothing further.  Please be assured that we make every effort to ensure that members are satisfied with their memberships in Travelers Advantage and Everyday Privileges Gold.  As such, Ms. [redacted] Travelers Advantage membership was canceled on June 3, 2015, and she was not charged a monthly fee.  Ms. [redacted] Everyday Privileges Gold membership was canceled on July 27, 2015, and refunds totaling $34.98 are being issued to her debit card account as full reimbursement of the fees that she was charged for this service.  We apologize for any inconvenience that Ms. [redacted] may have experienced and hope that this matter has been resolved to her satisfaction.  Sincerely, [redacted]Customer Relations