Initial Business Response /* (1000, 5, 2016/01/29) */
Our records show that you had selected the day free trial subscription offer on August 9/and there was no cancellation by phone, chat, ticket or email until Jan 28/I happened to be on the floor when your call came in and I heard
the agent speaking with you*** providing the facts as she saw them on your fileWhen you cancel, you receive an immediate confirmation on the screen and we send you a confirmation email within minutesYou told our agent you had something that proved your cancellation in your records and you were going to check thatWe sent you an email moments after you selected the day free trial and the date and time to cancel by appears in the email in bolded fontWe also sent you an email on August 17th when billing commencedThe need to cancel the offer appears on the license selection page, the credit card page and on your receipt
As a courtesy, I have refunded the December and January chargesIf you have proof of cancellation, please forward it for further refundingOtherwise, you are responsible for the remaining charges
Terms of Use:
AFree Trial Refund Policy
The terms and conditions of the offer will govern any free trialsNo refunds will be available for free trials properly converted to paid services
BAnnual License and Renewals
All sales are final unless you notify us before your renewal date that you want to cancelAnnual licenses are subject to a refund within days of initial purchaseAll sales of one time purchases are final
Kathie K***
Manager, Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not have proof that I called in unless you actually did your job when I called in August, which you did not obviously because my trial membership was not cancelled as the phone rep promised it had beenNothing was sent to me as proof eitherI did my part and I called it inI did not use your services after I cancelled them so while I appreciate your refunds for Decand JanI also require ALL other charges be refunded as well
***
Refund my money please
Initial Business Response /* (1000, 5, 2014/03/14) */
Good day,
I certainly apologize if you had difficulty reaching us on March 13/We do pride ourselves in answering our calls promptly and professionally
I reviewed our call statistics and for that time of day our average wait
time was as low as seconds and the average was secondsHowever, calls held for 1:minute and 2:minutesSince we are supporting internet purchases and customer support of a technical nature, it is possible to receive short bursts of callsIf you hold,we will gladly assist you and you can also leave a phone message for us to action on your behalf
We did cancel your account yesterday and your day free trial ended on March 3/There was a billing for $processed on that date as per the terms of the offer you selected, however, we have refunded that charge yesterdayThe refund will take up to business days to process back to your credit cardWe will send you an email once the refund is processing
Again, I apologize for any delay you experienced
Regards,
*** ***
Manager, Customer Support
X-XXX-XXX-XXXX, extension ***
Final Business Response /* (1000, 7, 2014/03/17) */
Good morning,
Just to clarify, the customer selected the day free trial which expired on March 3/We don't have a day free trialWe canceled and refunded the $charge yesterday
Initial Business Response /* (1000, 5, 2015/06/16) */
***,
Thank you for your feedbackI apologize if you feel we have not provided enough information regarding our day trial offer
To clarify, our trial offer is free for a one week periodDuring that time, you can create,
download and print as many documents as you needYou can cancel at any time and there is no obligationYou can cancel within hours or the same day.You simply need to cancel the subscription by clicking the Cancel button in My Account/Subscription tab or access live chat or phone and we'll cancel it for you within the seven day windowYou also receive an email recapping the offer details and the date and time to cancel by appear in the email as well as on the receipt
Customers can also select a one time Basic license which provides two week access to one document type and that option self expires after two weeksDocument pricing ranges from $to $The yearly option is also available for those who require month access
We do have you enter your credit card information for uninterrupted access to your documentsThere are no charges to the card if the trial offer is cancelled within the seven day trial period.There is no pre-authorization to the credit card
Please let me know if I can be of further assistanceI appreciate your feedback and we'll continue to work on our web site to improve all areas of service
***
Manager,Customer Support
LawDepot.com
X-XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2015/03/23) */
Mr***,
You have my personal apologiesWe have your two emails sent to us that we have not responded toFor some reason, our service work queue has not included these into the sorting of work to completeI have logged this
immediately to our programming team to determine why that occurred
We have already missed our courier deadline today but we have prepared your share certificates for pick up on Tuesday, March 24/I have refunded the cost of the shares and the delivery charge plus GST
I sincerely apologize for this oversightIt was not our intention to delay delivery to you for services you had paid forIt is possible that we have an issue with that particular work queue
Please do not hesitate to contact me if you have any further questions
Regards,
*** ***
Manager, Customer Support
X-XXX-XXX-XXXX, extension ***
Initial Business Response /* (1000, 5, 2014/08/21) */
Good day ***,
Thank you for your feedbackI located both chats and I reviewed them in detailBoth agents provided the correct information regarding our day free trialYou do enter credit card or *** information in order to
print the documentIf you select the day free trial and cancel within the days, there is no charge for any documents that you prepare
I apologize if you feel we ended the chatsAs the two transcripts will show, the agents both waited for a response from you and after we did not receive one, they did send a final message that states "Since I have not had a reply in the last few minutes, I will sign off the chat nowHave a great day!"Sometimes your browser may disconnect you from the chat but we did not discontinue the conversation
If you still require your document, please contact me at *** or call me at *** and I will extend a license for you for that document for a week period***
Here is a copy of the last part of the 1st chat showing that we waited for a response and then ended the communication:
1st Chat:
*** (10:19:46) : We offer a day free trialThere are no charges for a subscription for the first daysAny documents that are created and printed/ downloaded within the day trial period are free
*** (10:19:59) : Is there anything else that I can help you with today?
*** (10:20:17) : Again, I am not paying you anythingPlease send me my free document
*** (10:21:00) : Again, the day trial period is free for one week and can be cancelled at any tine
*** (10:21:31) : Is there anything else that I can help you with today?
*** (10:23:32) : Since I have not had a reply in the last few minutes, I will sign off the chat nowHave a great day!
2nd Chat:
*** (10:22:43) : I am telling you now that I do not want a subscriptionI would like my free document
*** (10:23:26) : In order to print and download documents from our website a subscription selection is required
*** (10:23:27) : To clarify, our trial offer is free for a one week periodDuring that time, you can create, download and print as many documents as you need for freeYou can cancel at any time within the days and there is no obligationTo cancel the subscription, go to the My Account page and cancel in the Subscription tab, or access live chat or phone and we will cancel it for you within the seven day time frame
You are required to enter your credit card information for uninterrupted access to your documentsThere are no charges to the card if the trial offer is cancelled within the day trial period
*** (10:26:30) : Is there anything else that I can help you with today?
*** (10:29:00) : Since I have not had a reply in the last few minutes, I will sign off the chat nowHave a great day!
Please let me know if you need further assistance
Regards,
***
Manager, Customer Support
***
Initial Business Response /* (1000, 5, 2014/11/20) */
Good day,
Thank you for your inquiry
For the email address you provided, our records show you created a Last Will and Testament on August 27/and you selected the subscription license option with the day free trialThat offer
does clearly state the need to cancel the trial offer or it does begin the $per month subscription which you can cancel at any time
We also emailed you on August 27/and recapped the offer details with the date and time to cancel by and your receipt contained the same informationWe sent another email on October 4/You did cancel the account on October 24/and our records show only the one charge for $for that email address
I have refunded the one charge for you and the refund does take 3-business days to process back to the credit cardIf you used a second email address to create an account, please let me know as the email address you provided today shows only the one charge
You can contact me directly and I will assist you further if needed
Regards,
*** ***
Manager, Customer Support
LawDepot.com
X-XXX-XXX-XXXX, extension ***
Initial Business Response /* (1000, 5, 2014/12/09) */
Good morning ***,
I apologize if you did not fully understand the yearly license option you selectedI have refunded the $charge and the refund does take to business days to process back to your credit cardI have also
provided a two week license for the Living Will so you can access, edit and print it until Dec 23/early am
On the license selection page, you are presented with optionsThe option that you selected stated " Year Pro License, $per month, prepaid for one year." The Year Pro License is in bold textThat is the yearly $optionThe other options included the one time charge for week access to the document which self expires, or the one week free option which requires cancellation within days
After you select the license option, on the next page, you entered your credit card information and to the right of that we summarize the charge againIt displayed the $yearly charge with a "Change Order" button right below itThis allows you to return to the license page and reselect another option if needed
Once you complete the check out process, we send you an email within moments recapping the offer details and chargesIf you had called us directly, we would have simply refunded the yearly and reissued the appropriate license for you
All the information to select a license option is clearly presented in regular size font and as I mentioned the "Year Pro License" information is in bold fontI apologize if you did not fully understand the option you selectedI will forward your comments to our marketing team
Please let me know if you need further assistance
Regards,
*** ***
Manager, Customer Support
LawDepot.com
X-XXX-XXX-XXXX extension
Initial Business Response /* (1000, 5, 2015/09/25) */
Our records show that you selected the day free trial on August 12/and cancelled on August 24thYour day free trial ended on August 19th resulting in the $charge which was indicated on the offer you selected, credit card
page, receipt and email we sent moments after you selected theday free trial
As a courtesy, I have refunded the $chargePlease note the refund will take 3-business days to process
***, I am sorry that our agent did not take sufficient time to attain more details.Feel free to contact me at *** or call me at *** extension ***
Our records showed you had the day free trial on April 30th and the account was to be cancelled by May
8/to avoid any chargesThe account was still active when you called on June 9/16,our agent cancelled the account at the time of your call and the $PayPal refund was processed shortly after that
When you say you see the cancellation on your screen, are you seeing that in your My Account page on our website, a previous email we sent or are you seeing a Cancel profile in PayPal? If you have the cancellation screen from our system, I would like a copy of that so I can trace the activity in your accountIf you cancelled the profile in PayPal, you still have to cancel with the vendor as you probably already know
Once again, my apologies and you can rest assured your PayPal refund has already been processed and there will be no further charges
I signed on to get a rental lease document and used my credit card to purchase a day trialI received a complete free rental lease and cancelled the agreement days later with no cost to meI'm very happy with their service and will use them again, LawDepot is a company you can trust to help you in doing any law papers needed to complete in your state, fast and very easy to do with their guidance online
Initial Business Response /* (1000, 5, 2015/07/02) */
Thank you for the information
You selected the day free trial on June 25/and it was cancelled on June 30/You did not complete the creation of a password ** in order to sign into your account, you enter your email address and
click the link that says "Don't Know My Password?" We will send you an email with the link and then you could have created a valid passwordThis would allow you to sign into your account and retrieve documents, edit or cancel as neededYou can also call us to cancel for you during office hoursOur phone number appears on the top of each web page
As I mentioned, your account is cancelled and there were no chargesIf you need further assistance, please call us Monday to Friday, 8am to 7pm ET at X-XXX-XXX-XXXX
Regards,
*** ***
Manager, Customer Support
LawDepot.com
Initial Business Response /* (1000, 5, 2016/04/25) */
Thank you for your inquiryYou actually selected a day free trial subscription offer on February 22/and there is no cancellation on file until April 2/The offer you selected does state it is a day free trial which, if not
cancelled, does convert to the monthly subscription until cancelledThe credit card page and receipt page which follow the license selection page also recaps the same information
On February 29/16, we sent you an email recapping the terms of the offer with the date and time to cancel by in bold fontWe also sent you an email on March 1/advising you that your subscription had started
Since there is no cancellation on file until April 2/16, there is no refund forthcomingThe account is cancelled and there will be no further charges
Initial Business Response /* (1000, 5, 2014/02/06) */
Thank you for your feedbackI apologize if you feel we have not provided enough information regarding our day trial offer
To clarify, our trial offer is free for a one week periodDuring that time, you can create, download and
print as many documents as you needYou can cancel at any time and there is no obligationYou simply need to cancel the subscription by requesting the cancellation under Your Account, or accessing live chat or phone and we'll cancel it for you within the seven day windowYou also receive an email recapping the offer details and the date and time to cancel by appear in the email
We do have you enter your credit card information for uninterrupted access to your documentsThere are no charges to the card if the trial offer is cancelled within the seven day trial period
The documents are all prepared on line so you do need to enter your name and email address in order to create and save the document for future editing and printingThe information is saved on our safe,heavily encrypted site so you can return to the document any time you need toI can tell you that every day, I have customers returning to their accounts to reprint documents completed days, weeks, months and years ago
I have forwarded your comments to our marketing department and I know they closely monitor customer activity on the website page by pageChanges are made based on customer feedback as well as overall navigation on the siteWe have also used customer focus groups to help us determine navigation flow on the website coupled with customer expectations when they land on the siteMuch detail goes into planning how to design each page on the website
Please let me know if I can be of further assistanceI appreciate your feedback and we'll continue to work on our web site to improve all areas of service
*** ***
Manager, Customer Support
X-XXX-XXX-XXXX extension ***
LawDepot.com
I used this service because it said FreeSo I spend a long while on my living willGot to the endThey asked for a paymentI do not use any payments onlineThe whole reason I selected the servicePlus I could do this at the hospital with no hassleThey insisted it was a day free trial and I could cancelNot what the beginning of the site saysI am highly dissatisfied!
*** *** *** *** *** * *** They utilize deceptive methods throughout their website First deception: Free account creation In order to print or download document you must pay for a free trial using a credit card Second deception: That free trial is for one WEEK, but all the pricing information is for one MONTH Month is the only word that is highlighted and focused upon The one week information is small and only in a single location While legal it is highly deceptive
Initial Business Response /* (1000, 5, 2015/12/15) */
It appears you were in touch with our customer support representative yesterday, December 14thAt that time, the account was cancelled and refundedThe refund does take 3-business days to settle back to the card on fileYou had
selected the day free trial subscription offer and were one day late cancelling the account which resulted in the billing for $As already mentioned, that was refunded yesterday
Initial Business Response /* (1000, 5, 2014/05/07) */
Good afternoon ***,
Thank you again for your inquiry
As a recap, you had selected the subscription option with the day free trial on Jan 7/and we had no record of cancellation on file until May 5/when you contacted us
by chat
When you spoke to our representative, she cancelled the account for you and in good faith, refunded the last two charges of GBP eachWe also sent you an email on Jan 7/recapping the offer details and the date and time to cancel appear in that emailWe also sent another email on Jan 15/Your receipt also contains the cancellation details and date and time to cancel by
If you had cancelled online, the billing would have stopped and you would have received the screen confirmation and an email would be sent within minutes of the cancellationThis morning, I had our Director of IT check the database as every completed cancellation is loggedThere is no cancellation in the database until May 5/14.It is not technically possible that you cancelled as the database would store that information including the exact date and time you cancelledI had asked you if you had a different email address in the event there was a duplicate account, but when we checked that for you, there was no account associated with the alternate email address
Our refund policy does state we have a day refund time frameWe have refunded the April and March 15/charges for youAt this time, no other refund will be forthcoming
Regards,
*** ***
Manager, Customer Support
Initial Business Response /* (1000, 5, 2014/10/15) */
Good afternoon ***,
I believe I replied to you earlier on the *** site
We had no cancellation on file until yesterday when I read your comments on *** At that time, I cancelled your account and refunded the two
chargesThe refunds do take up to business days to process back to your credit card
When you tried to contact us, our internet provider had a major outage which affected our business as well as many, many othersOur IT team was aware moments after the outage and were in constant touch with the provider but unfortunately, they could not restore services until the following dayWe certainly apologize for the interruption in service and our IT team is reviewing the contingency plans with our provider for future
Your account is cancelled and there will be no further chargesYou will receive emails for each refund as it processesI'd be interested in knowing how you cancelled e.gmobile device? or did you speak to someone, leave a message etcIt is important to us that we trace what happened to your cancellation effort
Please let me know if you need further assistanceYou can see my response to you via *** email as well
*** ***
Manager, Customer Support
X-XXX-XXX-XXXX extension ***
***@lawdepot.com
Initial Business Response /* (1000, 5, 2016/01/29) */
Our records show that you had selected the day free trial subscription offer on August 9/and there was no cancellation by phone, chat, ticket or email until Jan 28/I happened to be on the floor when your call came in and I heard
the agent speaking with you*** providing the facts as she saw them on your fileWhen you cancel, you receive an immediate confirmation on the screen and we send you a confirmation email within minutesYou told our agent you had something that proved your cancellation in your records and you were going to check thatWe sent you an email moments after you selected the day free trial and the date and time to cancel by appears in the email in bolded fontWe also sent you an email on August 17th when billing commencedThe need to cancel the offer appears on the license selection page, the credit card page and on your receipt
As a courtesy, I have refunded the December and January chargesIf you have proof of cancellation, please forward it for further refundingOtherwise, you are responsible for the remaining charges
Terms of Use:
AFree Trial Refund Policy
The terms and conditions of the offer will govern any free trialsNo refunds will be available for free trials properly converted to paid services
BAnnual License and Renewals
All sales are final unless you notify us before your renewal date that you want to cancelAnnual licenses are subject to a refund within days of initial purchaseAll sales of one time purchases are final
Kathie K***
Manager, Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not have proof that I called in unless you actually did your job when I called in August, which you did not obviously because my trial membership was not cancelled as the phone rep promised it had beenNothing was sent to me as proof eitherI did my part and I called it inI did not use your services after I cancelled them so while I appreciate your refunds for Decand JanI also require ALL other charges be refunded as well
***
Refund my money please
Initial Business Response /* (1000, 5, 2014/03/14) */
Good day,
I certainly apologize if you had difficulty reaching us on March 13/We do pride ourselves in answering our calls promptly and professionally
I reviewed our call statistics and for that time of day our average wait
time was as low as seconds and the average was secondsHowever, calls held for 1:minute and 2:minutesSince we are supporting internet purchases and customer support of a technical nature, it is possible to receive short bursts of callsIf you hold,we will gladly assist you and you can also leave a phone message for us to action on your behalf
We did cancel your account yesterday and your day free trial ended on March 3/There was a billing for $processed on that date as per the terms of the offer you selected, however, we have refunded that charge yesterdayThe refund will take up to business days to process back to your credit cardWe will send you an email once the refund is processing
Again, I apologize for any delay you experienced
Regards,
*** ***
Manager, Customer Support
X-XXX-XXX-XXXX, extension ***
Final Business Response /* (1000, 7, 2014/03/17) */
Good morning,
Just to clarify, the customer selected the day free trial which expired on March 3/We don't have a day free trialWe canceled and refunded the $charge yesterday
Initial Business Response /* (1000, 5, 2015/06/16) */
***,
Thank you for your feedbackI apologize if you feel we have not provided enough information regarding our day trial offer
To clarify, our trial offer is free for a one week periodDuring that time, you can create,
download and print as many documents as you needYou can cancel at any time and there is no obligationYou can cancel within hours or the same day.You simply need to cancel the subscription by clicking the Cancel button in My Account/Subscription tab or access live chat or phone and we'll cancel it for you within the seven day windowYou also receive an email recapping the offer details and the date and time to cancel by appear in the email as well as on the receipt
Customers can also select a one time Basic license which provides two week access to one document type and that option self expires after two weeksDocument pricing ranges from $to $The yearly option is also available for those who require month access
We do have you enter your credit card information for uninterrupted access to your documentsThere are no charges to the card if the trial offer is cancelled within the seven day trial period.There is no pre-authorization to the credit card
Please let me know if I can be of further assistanceI appreciate your feedback and we'll continue to work on our web site to improve all areas of service
***
Manager,Customer Support
LawDepot.com
X-XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2015/03/23) */
Mr***,
You have my personal apologiesWe have your two emails sent to us that we have not responded toFor some reason, our service work queue has not included these into the sorting of work to completeI have logged this
immediately to our programming team to determine why that occurred
We have already missed our courier deadline today but we have prepared your share certificates for pick up on Tuesday, March 24/I have refunded the cost of the shares and the delivery charge plus GST
I sincerely apologize for this oversightIt was not our intention to delay delivery to you for services you had paid forIt is possible that we have an issue with that particular work queue
Please do not hesitate to contact me if you have any further questions
Regards,
*** ***
Manager, Customer Support
X-XXX-XXX-XXXX, extension ***
Initial Business Response /* (1000, 5, 2014/08/21) */
Good day ***,
Thank you for your feedbackI located both chats and I reviewed them in detailBoth agents provided the correct information regarding our day free trialYou do enter credit card or *** information in order to
print the documentIf you select the day free trial and cancel within the days, there is no charge for any documents that you prepare
I apologize if you feel we ended the chatsAs the two transcripts will show, the agents both waited for a response from you and after we did not receive one, they did send a final message that states "Since I have not had a reply in the last few minutes, I will sign off the chat nowHave a great day!"Sometimes your browser may disconnect you from the chat but we did not discontinue the conversation
If you still require your document, please contact me at *** or call me at *** and I will extend a license for you for that document for a week period***
Here is a copy of the last part of the 1st chat showing that we waited for a response and then ended the communication:
1st Chat:
*** (10:19:46) : We offer a day free trialThere are no charges for a subscription for the first daysAny documents that are created and printed/ downloaded within the day trial period are free
*** (10:19:59) : Is there anything else that I can help you with today?
*** (10:20:17) : Again, I am not paying you anythingPlease send me my free document
*** (10:21:00) : Again, the day trial period is free for one week and can be cancelled at any tine
*** (10:21:31) : Is there anything else that I can help you with today?
*** (10:23:32) : Since I have not had a reply in the last few minutes, I will sign off the chat nowHave a great day!
2nd Chat:
*** (10:22:43) : I am telling you now that I do not want a subscriptionI would like my free document
*** (10:23:26) : In order to print and download documents from our website a subscription selection is required
*** (10:23:27) : To clarify, our trial offer is free for a one week periodDuring that time, you can create, download and print as many documents as you need for freeYou can cancel at any time within the days and there is no obligationTo cancel the subscription, go to the My Account page and cancel in the Subscription tab, or access live chat or phone and we will cancel it for you within the seven day time frame
You are required to enter your credit card information for uninterrupted access to your documentsThere are no charges to the card if the trial offer is cancelled within the day trial period
*** (10:26:30) : Is there anything else that I can help you with today?
*** (10:29:00) : Since I have not had a reply in the last few minutes, I will sign off the chat nowHave a great day!
Please let me know if you need further assistance
Regards,
***
Manager, Customer Support
***
Initial Business Response /* (1000, 5, 2014/11/20) */
Good day,
Thank you for your inquiry
For the email address you provided, our records show you created a Last Will and Testament on August 27/and you selected the subscription license option with the day free trialThat offer
does clearly state the need to cancel the trial offer or it does begin the $per month subscription which you can cancel at any time
We also emailed you on August 27/and recapped the offer details with the date and time to cancel by and your receipt contained the same informationWe sent another email on October 4/You did cancel the account on October 24/and our records show only the one charge for $for that email address
I have refunded the one charge for you and the refund does take 3-business days to process back to the credit cardIf you used a second email address to create an account, please let me know as the email address you provided today shows only the one charge
You can contact me directly and I will assist you further if needed
Regards,
*** ***
Manager, Customer Support
LawDepot.com
X-XXX-XXX-XXXX, extension ***
Initial Business Response /* (1000, 5, 2014/12/09) */
Good morning ***,
I apologize if you did not fully understand the yearly license option you selectedI have refunded the $charge and the refund does take to business days to process back to your credit cardI have also
provided a two week license for the Living Will so you can access, edit and print it until Dec 23/early am
On the license selection page, you are presented with optionsThe option that you selected stated " Year Pro License, $per month, prepaid for one year." The Year Pro License is in bold textThat is the yearly $optionThe other options included the one time charge for week access to the document which self expires, or the one week free option which requires cancellation within days
After you select the license option, on the next page, you entered your credit card information and to the right of that we summarize the charge againIt displayed the $yearly charge with a "Change Order" button right below itThis allows you to return to the license page and reselect another option if needed
Once you complete the check out process, we send you an email within moments recapping the offer details and chargesIf you had called us directly, we would have simply refunded the yearly and reissued the appropriate license for you
All the information to select a license option is clearly presented in regular size font and as I mentioned the "Year Pro License" information is in bold fontI apologize if you did not fully understand the option you selectedI will forward your comments to our marketing team
Please let me know if you need further assistance
Regards,
*** ***
Manager, Customer Support
LawDepot.com
X-XXX-XXX-XXXX extension
"FREE LEGAL KIT"
*** - but what would you expect from lawyers
Initial Business Response /* (1000, 5, 2015/09/25) */
Our records show that you selected the day free trial on August 12/and cancelled on August 24thYour day free trial ended on August 19th resulting in the $charge which was indicated on the offer you selected, credit card
page, receipt and email we sent moments after you selected theday free trial
As a courtesy, I have refunded the $chargePlease note the refund will take 3-business days to process
***, I am sorry that our agent did not take sufficient time to attain more details.Feel free to contact me at *** or call me at *** extension ***
Our records showed you had the day free trial on April 30th and the account was to be cancelled by May
8/to avoid any chargesThe account was still active when you called on June 9/16,our agent cancelled the account at the time of your call and the $PayPal refund was processed shortly after that
When you say you see the cancellation on your screen, are you seeing that in your My Account page on our website, a previous email we sent or are you seeing a Cancel profile in PayPal? If you have the cancellation screen from our system, I would like a copy of that so I can trace the activity in your accountIf you cancelled the profile in PayPal, you still have to cancel with the vendor as you probably already know
Once again, my apologies and you can rest assured your PayPal refund has already been processed and there will be no further charges
I signed on to get a rental lease document and used my credit card to purchase a day trialI received a complete free rental lease and cancelled the agreement days later with no cost to meI'm very happy with their service and will use them again, LawDepot is a company you can trust to help you in doing any law papers needed to complete in your state, fast and very easy to do with their guidance online
Initial Business Response /* (1000, 5, 2015/07/02) */
Thank you for the information
You selected the day free trial on June 25/and it was cancelled on June 30/You did not complete the creation of a password ** in order to sign into your account, you enter your email address and
click the link that says "Don't Know My Password?" We will send you an email with the link and then you could have created a valid passwordThis would allow you to sign into your account and retrieve documents, edit or cancel as neededYou can also call us to cancel for you during office hoursOur phone number appears on the top of each web page
As I mentioned, your account is cancelled and there were no chargesIf you need further assistance, please call us Monday to Friday, 8am to 7pm ET at X-XXX-XXX-XXXX
Regards,
*** ***
Manager, Customer Support
LawDepot.com
Initial Business Response /* (1000, 5, 2016/04/25) */
Thank you for your inquiryYou actually selected a day free trial subscription offer on February 22/and there is no cancellation on file until April 2/The offer you selected does state it is a day free trial which, if not
cancelled, does convert to the monthly subscription until cancelledThe credit card page and receipt page which follow the license selection page also recaps the same information
On February 29/16, we sent you an email recapping the terms of the offer with the date and time to cancel by in bold fontWe also sent you an email on March 1/advising you that your subscription had started
Since there is no cancellation on file until April 2/16, there is no refund forthcomingThe account is cancelled and there will be no further charges
Initial Business Response /* (1000, 5, 2014/02/06) */
Thank you for your feedbackI apologize if you feel we have not provided enough information regarding our day trial offer
To clarify, our trial offer is free for a one week periodDuring that time, you can create, download and
print as many documents as you needYou can cancel at any time and there is no obligationYou simply need to cancel the subscription by requesting the cancellation under Your Account, or accessing live chat or phone and we'll cancel it for you within the seven day windowYou also receive an email recapping the offer details and the date and time to cancel by appear in the email
We do have you enter your credit card information for uninterrupted access to your documentsThere are no charges to the card if the trial offer is cancelled within the seven day trial period
The documents are all prepared on line so you do need to enter your name and email address in order to create and save the document for future editing and printingThe information is saved on our safe,heavily encrypted site so you can return to the document any time you need toI can tell you that every day, I have customers returning to their accounts to reprint documents completed days, weeks, months and years ago
I have forwarded your comments to our marketing department and I know they closely monitor customer activity on the website page by pageChanges are made based on customer feedback as well as overall navigation on the siteWe have also used customer focus groups to help us determine navigation flow on the website coupled with customer expectations when they land on the siteMuch detail goes into planning how to design each page on the website
Please let me know if I can be of further assistanceI appreciate your feedback and we'll continue to work on our web site to improve all areas of service
*** ***
Manager, Customer Support
X-XXX-XXX-XXXX extension ***
LawDepot.com
I used this service because it said FreeSo I spend a long while on my living willGot to the endThey asked for a paymentI do not use any payments onlineThe whole reason I selected the servicePlus I could do this at the hospital with no hassleThey insisted it was a day free trial and I could cancelNot what the beginning of the site saysI am highly dissatisfied!
*** *** *** *** *** * *** They utilize deceptive methods throughout their website First deception: Free account creation In order to print or download document you must pay for a free trial using a credit card Second deception: That free trial is for one WEEK, but all the pricing information is for one MONTH Month is the only word that is highlighted and focused upon The one week information is small and only in a single location While legal it is highly deceptive
Thank you for the serviceWe may likely use you again and will definitely recommend you to others
Thank You,
*** ***
***
Initial Business Response /* (1000, 5, 2015/12/15) */
It appears you were in touch with our customer support representative yesterday, December 14thAt that time, the account was cancelled and refundedThe refund does take 3-business days to settle back to the card on fileYou had
selected the day free trial subscription offer and were one day late cancelling the account which resulted in the billing for $As already mentioned, that was refunded yesterday
Initial Business Response /* (1000, 5, 2014/05/07) */
Good afternoon ***,
Thank you again for your inquiry
As a recap, you had selected the subscription option with the day free trial on Jan 7/and we had no record of cancellation on file until May 5/when you contacted us
by chat
When you spoke to our representative, she cancelled the account for you and in good faith, refunded the last two charges of GBP eachWe also sent you an email on Jan 7/recapping the offer details and the date and time to cancel appear in that emailWe also sent another email on Jan 15/Your receipt also contains the cancellation details and date and time to cancel by
If you had cancelled online, the billing would have stopped and you would have received the screen confirmation and an email would be sent within minutes of the cancellationThis morning, I had our Director of IT check the database as every completed cancellation is loggedThere is no cancellation in the database until May 5/14.It is not technically possible that you cancelled as the database would store that information including the exact date and time you cancelledI had asked you if you had a different email address in the event there was a duplicate account, but when we checked that for you, there was no account associated with the alternate email address
Our refund policy does state we have a day refund time frameWe have refunded the April and March 15/charges for youAt this time, no other refund will be forthcoming
Regards,
*** ***
Manager, Customer Support
Initial Business Response /* (1000, 5, 2014/10/15) */
Good afternoon ***,
I believe I replied to you earlier on the *** site
We had no cancellation on file until yesterday when I read your comments on *** At that time, I cancelled your account and refunded the two
chargesThe refunds do take up to business days to process back to your credit card
When you tried to contact us, our internet provider had a major outage which affected our business as well as many, many othersOur IT team was aware moments after the outage and were in constant touch with the provider but unfortunately, they could not restore services until the following dayWe certainly apologize for the interruption in service and our IT team is reviewing the contingency plans with our provider for future
Your account is cancelled and there will be no further chargesYou will receive emails for each refund as it processesI'd be interested in knowing how you cancelled e.gmobile device? or did you speak to someone, leave a message etcIt is important to us that we trace what happened to your cancellation effort
Please let me know if you need further assistanceYou can see my response to you via *** email as well
*** ***
Manager, Customer Support
X-XXX-XXX-XXXX extension ***
***@lawdepot.com