Initial Business Response /* (1000, 5, 2014/06/10) */
Good afternoon [redacted] and [redacted],
We spoke yesterday about the charges on the account. You stated your wife made the selection online for the commercial lease agreement.
As we discussed yesterday, your wife selected the subscription...
option with the 7 day free trial on Feb 5/13 and did not cancel the account as per the terms of the offer until June 9/14. When she went through the webpages and check out, the offer information is stated twice including on the final credit card page. Immediately after selecting the subscription option, we sent an email recapping the offer details and the date and time to cancel appear in that email. There was also another email sent and a receipt and the receipt also displayed the cancel steps and the date and time to cancel by.
When you did call us, we cancelled the account and processed four refunds for the May 13, April 13, March 13 and February 13/14 charges. These refunds are processing and will take up to several days to be applied back to the credit card on file.
The responsibility to select the offer that best suits your needs and comply with the terms of the offer rests with the customer. We have clearly displayed the information regarding the need to cancel. We do not monitor usage, the subscription leaves the access open to return at any time to complete any documents you need. As far as the credit card information, that is entered in the system by the customer at the time the license is selected.
We display two other licenses for customers to choose from so if the one week free was not suitable, your wife could have selected the Basic option which expires by itself after two weeks, no need to cancel anything. These licenses are presented so customers can make the right decision based on what they need. The follow-up emails and receipt are also provided for that same purpose.
Our refund policy can be found at: http://www.lawdepot.ca/terms.php. It states we will refund within 50 days of purchase. That is normally a two month period. We have provided a 4 month refund and no further refund will be forthcoming.
Regards,
[redacted]
LawDepot.ca
Manager, Customer Support
[redacted]
Initial Consumer Rebuttal /* (3000, 9, 2014/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
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, 2014/06/10) */
Good afternoon [redacted] and [redacted],
We spoke yesterday about the charges on the account. You stated your wife made the selection online for the commercial lease agreement.
As we discussed yesterday, your wife selected the subscription...
option with the 7 day free trial on Feb 5/13 and did not cancel the account as per the terms of the offer until June 9/14. When she went through the webpages and check out, the offer information is stated twice including on the final credit card page. Immediately after selecting the subscription option, we sent an email recapping the offer details and the date and time to cancel appear in that email. There was also another email sent and a receipt and the receipt also displayed the cancel steps and the date and time to cancel by.
When you did call us, we cancelled the account and processed four refunds for the May 13, April 13, March 13 and February 13/14 charges. These refunds are processing and will take up to several days to be applied back to the credit card on file.
The responsibility to select the offer that best suits your needs and comply with the terms of the offer rests with the customer. We have clearly displayed the information regarding the need to cancel. We do not monitor usage, the subscription leaves the access open to return at any time to complete any documents you need. As far as the credit card information, that is entered in the system by the customer at the time the license is selected.
We display two other licenses for customers to choose from so if the one week free was not suitable, your wife could have selected the Basic option which expires by itself after two weeks, no need to cancel anything. These licenses are presented so customers can make the right decision based on what they need. The follow-up emails and receipt are also provided for that same purpose.
Our refund policy can be found at: http://www.lawdepot.ca/terms.php. It states we will refund within 50 days of purchase. That is normally a two month period. We have provided a 4 month refund and no further refund will be forthcoming.
Regards,
[redacted]
LawDepot.ca
Manager, Customer Support
[redacted]
Initial Consumer Rebuttal /* (3000, 9, 2014/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
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.