AmTrust Solutions

August 30, MsAngela [redacted] Mediation Coordinator Revdex.com of Minnesota & North Dakota Gannon Road Saint Paul, MN Re: Your case ID # /Julia Lange/IdentityProtector Membership # Dear Ms [redacted] , This letter is in response to the concerns expressed to your office regarding MsJulia [redacted] Identity Protector membership with AMT Consumer ServicesUpon receipt of your complaint, we immediately began looking into her requestWe have completed our review of Ms [redacted] membership information and would like to share our findings with you This enrollment was generated through an established relationship with Comenity Bank the Victoria’s Secret store credit card provider We received information that Ms [redacted] agreed to enroll in the IdentityProtector membership while speaking with a representative from AMT Consumer Services on August 7, According to the information we received, MsLang agreed to enroll in the IdentityProtector program and a membership was established in her name When we received your notice of Ms [redacted] concerns on August 19, we checked the status of her Identity Protector membershipWe were able to confirm that the membership was cancelled on April 21, due to the complaint filed with your department on March 30, In addition, Ms [redacted] indicated in her complaint that she attempted to contact us without successWe searched our database and located an email from Ms [redacted] requesting cancelation on March 28, We replied to her and advised her to call us to properly process her requestOur database shows that we have not received any calls from her after that dateHowever, in the interest of resolving Ms [redacted] complaint, we have processed a courtesy refund of $the requested amount on her original complaint and a check for $to replace the Victoria’s Secret gift card originally sent to her on September 12, We have been trying to reach Ms [redacted] to apologize for the inconvenience this matter may have caused her but have not yet been able to speak with her If we can be of further assistance to you, please feel free to contact me directly at [redacted] Sincerely, Doris [redacted] Quality Assurance Analyst

Initial Business Response / [redacted] (1000, 5, 2015/05/06) */ Dear Ms [redacted] , This letter is in response to the concerns expressed to your office regarding Ms***'s IdentityProtector membership with AMT Consumer ServicesUpon receipt of your complaint, we immediately began looking into her claimsWe have completed our review of Ms***'s membership information and would like to share our findings with you This enrollment was generated through an established relationship with the Express store credit card providerWe received information that Ms [redacted] agreed to enroll in the IdentityProtector program when she placed a call to confirm receipt of her Express credit card on June 03, According to the information we received, Ms [redacted] agreed to enroll in the IdentityProtector program and a membership was established in her name We have reviewed the sales verification tape from June 03, 2014, and found that this was a valid enrollment in IdentityProtector During the conversation between Ms [redacted] and the agent, Ms [redacted] was provided the membership details, including price and billing method, and following disclosure of this information, she clearly agreed to enroll in the serviceIf you would like to review the recording with us, please contact us at the number listed below to arrange for us to review the sales verification tape together On April 27, 2015, Ms [redacted] called into our call center for the first time to request cancelation of her membership and a refund for the membership fees applied to her Express credit cardMs [redacted] was advised her membership was cancelled on January 18, due to the inability to bill her Express card for IdentityProtector 365's monthly feeThough her memberships' terms and conditions do not allow for refunds the agent extended two courtesy refunds to ensure her satisfaction When we received your notice, we checked on the status of her IdentityProtector membershipWe were able to confirm that it had been cancelled on January 18, and the agent processed a refund for two monthly charges in the amount of $eachIn the interest of resolving Ms***'s complaint, we have processed a courtesy refund of $This constitutes a full and complete refund of any and all fees billed to her Express credit card for the IdentityProtector membershipIn addition, we reached out to her Express credit card issuer regarding the $late feeThey informed us it would be removedAgain, we would like to extend our sincere apologies to Ms [redacted] for the inconvenience this matter may have caused her If we can be of further assistance to you, please feel free to contact me directly at [redacted] Sincerely, [redacted] Quality Assurance Analyst

I am rejecting this response because:
I complained to the Revdex.com at the end of March about my
IdentityProaccount and how I could never get through to AMT Consumer about my complaintFortunately, they cancelled my account in that time, but I was promised a refund for the account I was never able to cancel until I complainedI was also promised a $Victoria's Secret Credit card that I was told I would receive if I signed up for their services, but never gotThe initial response I got from AMT told me that they would give me this but here we are almost months later and I have nothingIf this doesn't work this time, I'm going to be forced to pursue litigation to receive my moneyThis is ridiculousI would like a FULL refund of $(for the payments I made to the company at $each) and I would like to receive the $gift card to Victoria's Secret that I never received

Initial Business Response /* (1000, 5, 2015/10/12) */
Dear Ms. [redacted],
This letter is in response to the concerns expressed to your office regarding Ms. [redacted]'s LifeStyle Perks membership with AMT Consumer Services. Upon receipt of your complaint, we immediately began looking into her...

claims. We have completed our review of Ms. [redacted]'s membership information and would like to share our findings with you.
This enrollment was generated through an established relationship with Comenity Bank the Express store credit card provider. We received information that Ms. [redacted] agreed to enroll in the LifeStyle Perks membership while speaking with a representative from Comenity Bank's customer service center on August 16, 2009. According to the information we received, Ms. [redacted] agreed to enroll in the LifeStyle Perks program and a membership was established in her name. Comenity Bank does not retain enrollment records beyond 25 months so we were not able to review a recording of the enrollment call.
When we received your notice of Ms. [redacted]'s concerns on October 05, 2015 we checked on the status of her LifeStyle Perks membership. We were able to confirm that it had been cancelled the previous day per Comenity Bank's request. In the interest of resolving Ms. [redacted]'s complaint, we have processed a courtesy refund of $319.94 and Comenity Bank confirmed they issued a refund in the amount of $59.99 on October 03, 2015. This constitutes a full and complete refund of any and all fees billed to her Express credit card for the LifeStyle Perks membership.
In addition, Ms. [redacted] indicated in her complaint that she attempted to contact us but our phone number was not in service. We have not received any other indication that there was an issue with customers reaching us. We nevertheless had our lines checked for defects and they have all been working properly. Again, we would like to extend our sincere apologies to Ms. [redacted] for the inconvenience this matter may have caused her.
If we can be of further assistance to you, please feel free to contact me directly at [redacted].
Sincerely,
Doris [redacted]
Quality Assurance Analyst
Initial Consumer Rebuttal /* (2000, 6, 2015/10/13) */

Initial Business Response /* (1000, 5, 2015/05/06) */
Dear Ms. [redacted],
This letter is in response to the concerns expressed to your office regarding Ms. [redacted]' IdentityProtector 365 membership with AMT Consumer Services. Upon receipt of your complaint, we immediately began looking into her...

claims. We have completed our review of Ms. [redacted]' membership information and would like to share our findings with you.
This enrollment was generated through an established relationship with the Torrid store credit card provider. We received information that Ms. [redacted] agreed to enroll in the IdentityProtector 365 program when she placed a call to confirm receipt of her Torrid store credit card on March 05, 2015. According to the information we received, Ms. [redacted] agreed to enroll in the IdentityProtector 365 program and a membership was established in her name.
We have reviewed the sales verification tape from March 05, 2015, and found that this was a valid enrollment in IdentityProtector 365. During the conversation between Ms. [redacted] and the agent, Ms. [redacted] was provided the membership details, including price and billing method, and following disclosure of this information, she clearly agreed to enroll in the service. If you would like to review the recording with us, please contact us at the number listed below to arrange for us to review the sales verification tape together.
On May 01, 2015, Ms. [redacted] called into our call center to request cancelation of her membership and a refund for the membership fee applied to her Torrid store credit card. Her request was honored at that time.
When we received your notice, we checked on the status of her IdentityProtector 365 membership. We were able to confirm that it had been cancelled on May 01, 2015and the courtesy refund of $14.99 was processed. We apologize for any miscommunication; although it may take up to two billing cycles for Ms. [redacted] to see the refund on her paper statement, it should only take 3 business days for the refund to post to her Torrid store credit card account. Again, we would like to extend our sincere apologies to Ms. [redacted] for the inconvenience this matter may have caused her.
If we can be of further assistance to you, please feel free to contact me directly at [redacted].
Sincerely,
[redacted]
Quality Assurance Analyst

Revdex.com:
I have reviewed the response made by the business in reference to complaint ImkD 11297184, and find that this resolution is satisfactory to me.  I'd however like to note, both the times the business called me were ridiculously inconvenient. Once was in the early to mid afternoon while I was working, and the other was approx. 8:30 - 9:00 pm when I was settling down for the night.  In addition, if it is possible, I would like to know how the refund will be sent to me and the approximate time frame that the refund will be sent.

August 30, 2016   Ms. Angela [redacted] Mediation Coordinator Revdex.com of Minnesota & North Dakota 2706 Gannon Road Saint Paul, MN 55116   Re: Your case ID # 11297184 /Julia Lange/IdentityProtector 365 Membership #406350   Dear Ms. [redacted],   This letter is in response to the concerns expressed to your office regarding Ms. Julia [redacted] Identity Protector 365 membership with AMT Consumer Services. Upon receipt of your complaint, we immediately began looking into her request. We have completed our review of Ms. [redacted] membership information and would like to share our findings with you.   This enrollment was generated through an established relationship with Comenity Bank the Victoria’s Secret store credit card provider.  We received information that Ms. [redacted] agreed to enroll in the IdentityProtector 365 membership while speaking with a representative from AMT Consumer Services on August 7, 2014. According to the information we received, Ms. Lang agreed to enroll in the IdentityProtector 365 program and a membership was established in her name.   When we received your notice of Ms. [redacted] concerns on August 19, 2016 we checked the status of her Identity Protector 365 membership. We were able to confirm that the membership was cancelled on April 21, 2016 due to the complaint filed with your department on March 30, 2016.   In addition, Ms. [redacted] indicated in her complaint that she attempted to contact us without success. We searched our database and located an email from Ms. [redacted] requesting cancelation on March 28, 2016. We replied to her and advised her to call us to properly process her request. Our database shows that we have not received any calls from her after that date. However, in the interest of resolving Ms. [redacted] complaint, we have processed a courtesy refund of $284.81 the requested amount on her original complaint and a check for $20.00 to replace the Victoria’s Secret gift card originally sent to her on September 12, 2014.   We have been trying to reach Ms. [redacted] to apologize for the inconvenience this matter may have caused her but have not yet been able to speak with her.   If we can be of further assistance to you, please feel free to contact me directly at [redacted].   Sincerely, Doris [redacted] Quality Assurance Analyst

Initial Business Response /* (1000, 5, 2015/05/06) */
Dear Ms. [redacted],
This letter is in response to the concerns expressed to your office regarding Ms. [redacted]'s IdentityProtector 365 membership with AMT Consumer Services. Upon receipt of your complaint, we immediately began looking into her...

claims. We have completed our review of Ms. [redacted]'s membership information and would like to share our findings with you.
This enrollment was generated through an established relationship with the Express store credit card provider. We received information that Ms. [redacted] agreed to enroll in the IdentityProtector 365 program when she placed a call to confirm receipt of her Express credit card on June 03, 2014. According to the information we received, Ms. [redacted] agreed to enroll in the IdentityProtector 365 program and a membership was established in her name.
We have reviewed the sales verification tape from June 03, 2014, and found that this was a valid enrollment in IdentityProtector 365. During the conversation between Ms. [redacted] and the agent, Ms. [redacted] was provided the membership details, including price and billing method, and following disclosure of this information, she clearly agreed to enroll in the service. If you would like to review the recording with us, please contact us at the number listed below to arrange for us to review the sales verification tape together.
On April 27, 2015, Ms. [redacted] called into our call center for the first time to request cancelation of her membership and a refund for the membership fees applied to her Express credit card. Ms [redacted] was advised her membership was cancelled on January 18, 2015 due to the inability to bill her Express card for IdentityProtector 365's monthly fee. Though her memberships' terms and conditions do not allow for refunds the agent extended two courtesy refunds to ensure her satisfaction.
When we received your notice, we checked on the status of her IdentityProtector 365 membership. We were able to confirm that it had been cancelled on January 18, 2015 and the agent processed a refund for two monthly charges in the amount of $14.99 each. In the interest of resolving Ms. [redacted]'s complaint, we have processed a courtesy refund of $59.96. This constitutes a full and complete refund of any and all fees billed to her Express credit card for the IdentityProtector 365 membership. In addition, we reached out to her Express credit card issuer regarding the $25 late fee. They informed us it would be removed. Again, we would like to extend our sincere apologies to Ms. [redacted] for the inconvenience this matter may have caused her.
If we can be of further assistance to you, please feel free to contact me directly at [redacted].
Sincerely,
[redacted]
Quality Assurance Analyst

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]

October 26, 2016   M. [redacted] Mediation Coordinator /Data Quality Specialist Revdex.com of Minnesota & North Dakota 2706 Gannon Road Saint Paul, MN 55116   Re: Your Case ID [redacted]/ Identity Protector 365 Membership # [redacted]   Dear M. [redacted],...

  This letter is in response to the concerns expressed to your office regarding Ms. [redacted]’ IdentityProtector 365 membership with AMT Consumer Services.  Upon receipt of your complaint, we immediately began looking into her claims.  We have completed our review of Ms. [redacted]’ membership information and would like to share our findings with you.   This enrollment was generated through an established relationship with Comenity Bank, the issuer of her Ann Taylor credit card.  We received information that Ms. [redacted] agreed to enroll in the IdentityProtector 365 program when she placed a call to confirm receipt of her Ann Taylor credit card on October 09, 2014.  According to the information we received, Ms. [redacted] agreed to enroll in the IdentityProtector 365 program and a membership was established in her name.   We have reviewed the sales verification recording from October 09, 2014, and found that this was a valid enrollment into IdentityProtector 365. During the conversation between Ms. [redacted] and the agent, Ms. [redacted] was provided the membership details, including price and billing method, and following disclosure of this information, she clearly agreed to enroll in the service. In addition, our toll-free number appeared next to the charge on each of her monthly statements. M. [redacted], if you would like to review the recording with us, please contact us at the number listed below to arrange for us to review the sales verification tape together.   On October 24, 2016, Ms. [redacted] called into our call center for the first time to request cancelation of her membership and a refund for the membership fees applied to her Ann Taylor credit card. The agent processed an immediate cancelation. Though her membership’s terms and conditions do not provide for refunds upon cancellation, the agent extended a courtesy refund to ensure her satisfaction.   When we received your notice of Ms. [redacted]’ concerns on October 24, 2016, we checked on the status of her IdentityProtector 365 membership. We were able to confirm that it had been cancelled and the agent processed a refund in the amount of $14.99. In the interest of resolving Ms. [redacted]’ concern, we have processed a courtesy refund of $344.77. This constitutes a full and complete refund of any and all fees billed to her Ann Taylor credit account for the IdentityProtector 365 membership.   We attempted to reach Ms. [redacted] to apologize for the inconvenience this matter may have caused her but have not yet been able to speak with her.   If we can be of further assistance to you, please feel free to contact me directly at [redacted].       Sincerely, Doris [redacted] Quality Assurance Analyst