Initial Business Response /* (1000, 5, 2015/03/11) */
Good afternoon,
Thank you for your comments.
Our records show that you had selected the subscription option with the 7 day free trial on February 9/15. The account was not cancelled as per the terms of the offer until one month...
later on March 9/15. You had requested the refund when you contacted us by ticket/email after we had closed the evening before, and we replied at 5:30am MT the following day. The account was cancelled and the refund was issued. The email also stated the refund does take 3-5 business days to process.
On February 9/15, moments after you selected the subscription option with the 7 day free trial, we sent an email confirming the offer you selected and the date and time to cancel by appears in that email. Your receipt also shows the same information. We sent another email on February 17/15. We then replied to your ticket/email on March 10/15 and yesterday, you sent us a Feedback email and our agent replied to that acknowledging the details of the account and that the refund was approved and processing.
You mentioned you had not received some of the emails. Browsers can sometimes divert emails to spam or junk folders depending on the rules you have selected for screening email. We go to great lengths to ensure our email subject lines are free of words that trigger spam to ensure you receive our communications to you.
If you need further assistance, please contact me directly.
Regards,
[redacted]
Customer Support Manager
X-XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2016/04/07) */
Thank you for your feedback. As our customer support representative mentioned on April 5th, a 7 day free trial subscription offer was selected on September 26/15 and a residential lease was prepared. At the time that offer was selected,...
we do clearly indicate the need to cancel within 7 days or the subscription commences. The credit card and receipt page which follow also explain the same details. Moments after the license option was selected, we sent an email to the email address that was entered to establish the account and that email does again state the need to cancel with the date and time to cancel by in bold font. We also sent an email on the first day of billing which was October 4/15. Your monthly or online bank statements also lists the charge.
You contacted us on April 5th and at that time, our agent cancelled the account and issued two courtesy refunds in the amount of $33.00 each. The refunds do take 3-5 business days to fully process. It is unfortunate that your ex used your card but your card agreement does outline the need for you to protect your card from others.
At this time, there is no further refund forthcoming without proof of cancellation.
Initial Business Response /* (1000, 5, 2015/03/11) */
Good afternoon,
Thank you for your comments.
Our records show that you had selected the subscription option with the 7 day free trial on February 9/15. The account was not cancelled as per the terms of the offer until one month...
later on March 9/15. You had requested the refund when you contacted us by ticket/email after we had closed the evening before, and we replied at 5:30am MT the following day. The account was cancelled and the refund was issued. The email also stated the refund does take 3-5 business days to process.
On February 9/15, moments after you selected the subscription option with the 7 day free trial, we sent an email confirming the offer you selected and the date and time to cancel by appears in that email. Your receipt also shows the same information. We sent another email on February 17/15. We then replied to your ticket/email on March 10/15 and yesterday, you sent us a Feedback email and our agent replied to that acknowledging the details of the account and that the refund was approved and processing.
You mentioned you had not received some of the emails. Browsers can sometimes divert emails to spam or junk folders depending on the rules you have selected for screening email. We go to great lengths to ensure our email subject lines are free of words that trigger spam to ensure you receive our communications to you.
If you need further assistance, please contact me directly.
Regards,
[redacted]
Customer Support Manager
X-XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2016/04/07) */
Thank you for your feedback. As our customer support representative mentioned on April 5th, a 7 day free trial subscription offer was selected on September 26/15 and a residential lease was prepared. At the time that offer was selected,...
we do clearly indicate the need to cancel within 7 days or the subscription commences. The credit card and receipt page which follow also explain the same details. Moments after the license option was selected, we sent an email to the email address that was entered to establish the account and that email does again state the need to cancel with the date and time to cancel by in bold font. We also sent an email on the first day of billing which was October 4/15. Your monthly or online bank statements also lists the charge.
You contacted us on April 5th and at that time, our agent cancelled the account and issued two courtesy refunds in the amount of $33.00 each. The refunds do take 3-5 business days to fully process. It is unfortunate that your ex used your card but your card agreement does outline the need for you to protect your card from others.
At this time, there is no further refund forthcoming without proof of cancellation.