Apptive, Inc.

To Whom It May Concern,
Please find attached a full record of the email conversation with this customer in PDF formatThe entire back and forth is best summed up in the paragraph belowIt should be noted, as the customer was told, she cannot get a full refund because she has already
used services against the amount she paid which covers her account through May Further, it should also be noted that the reason this customer got into this state is because we were contacted by the credit card company for the original card claiming the original charge was fraudulentWe could have simply cancelled the customer's account; however, we wanted to give her a chance to retain her account and app if she could provide us with a valid credit card to charge against
Full summary of situation:
On April we charged the credit card we had on file from the customer (the original card) for a months worth of service (through May 10)We were contacted shortly after by the credit card company claiming the charge was reported as fraudulentAfter talking the situation over with the card owner and the credit card company it was determined the charge was not fraudulent, but that we needed a new card on fileI reached out to the customer on April to get this new card on fileWe agreed to refund the previous charge back to the original card once we successfully got payment from the customer's new cardThe customer entered a new card shortly after and we attempted to bill it for the $so we could refund the other cardThe charge failedI reached out to the customer again and heard nothing back so we followed our protocol and attempted to charge the card again days laterThe charge days later failed again which prompted me to reach out via email again. We cannot refund the original card for $until we can get a successful payment from the customer's new cardIf the new card the customer gave us will not work, then she can easily go in and provide a new card for us to useAt this point, we can cancel the customer's account, but we will not be able to refund the full $since the customer has already used days of service
Please let me know if I can provide more detailsGiven the situation and the improper use of the original card, I do not think it would be valid for this complaint to be shown on our profileWe always attempt to provide the best service possible to our customers and the email chain included should show we went above and beyond the call of service even when we were in the right to simply cancel the app and account
Thanks,
***