Auctiva Corporation

Review: My account was hijactesd and Auctiva knew it was and never notifiesd me. Then triee to charge my credit card with a fee.Desired Settlement: Refund. I want compensation for my time and the what it took to resolve the problem.

Business

Response:

Dear Revdex.com Team,

Thanks for making us aware of this complaint.

I have just reviewed the situation in question and, while it does appear Mr. [redacted] Auctiva account with username “[redacted]” was accessed by an unauthorized party, we were not aware of this until he contacted us about the situation so I must respectfully disagree with his assertion that we knew his account has been “hijacked” and failed to notify him.

According to our records, the complainant contacted a member of our Customer Support team on January 2, 2014 to report that his Auctiva account had been compromised and that he received an invoice for $5.31 as a result of the subscription selected by the unauthorized party who had gained access to his account.

At that time, we promptly reversed the unauthorized charges and placed the account back on the Free Plan which it was on prior to the unauthorized access. The account was then closed by the user on January 3, 2014 and remains closed to this day.

We would certainly be happy to help if any additional action were required to help secure the account, but I do not believe anything further is required at this point. However, we will not be able to offer the complainant financial compensation due to these circumstances as he requested.

Please feel free to let me know if you have any other questions about this.

Sincerely,

Auctiva Corporation

Business

Response:

Dear Revdex.com Team,

Thanks for making

us aware of the latest response to this complaint.

Based on this additional information, I am now

relatively certain that I understand how the complainant's Auctiva account came to

be accessed without his authorization in the first place.

Since his account was compromised just

after he was prompted to generate a new token through an email which

appeared to be from us, I believe the email in question was most

likely a “phishing” email which - although designed to look like

it originated from us - was actually sent to him by a hacker with the

intention of stealing his login credentials.

I would need to review the email in

question to be absolutely certain of this but, assuming that was the

case, the link in the email he received would have taken him to a

site modeled after ours which is not actually hosted on the

“auctiva.com” domain. Consequently, entering his login details

on that page would have sent them right to the hacker who created the

email and associated page, who would then have the ability to access

his account.

We do everything in our power to shut

down these “phishing” sites when we become aware of them but,

unfortunately, this is a very common practice with respect to

services for which account credentials can be abused (such as those

related to eBay) and has become something that all users must be wary of.

For additional useful information about

“phishing”, also known as “spoof”, emails, I recommend he

review the following articles:

http://www.auctiva.com/edu/entry.aspx?id=Dont-Get-Phished-In

http://www.auctivablog.com/uncategorized/2013/01/how-to-deal-with-fraudulent-ema...⇄ />
http://www.auctiva.com/help/faq/question/how-can-i-report-spoof-emails

Also, if he receives any further

suspicious emails which are designed as if they originated from our

company, we would appreciate it if he follows the instructions below

to provide us with the information necessary to take further action:

Step 1: It is extremely important that

you provide the email message header, which provides details as to

the origin of the message. The header information also provides the

path the message took to arrive in your inbox. This information

is invaluable in tracking down spammers. It is required as

proof by the ISP’s when we notify them.

The following Google document outlines

the procedure to obtain email header information from various email

clients: http://support.google.com/mail/bin/answer.py?hl=en&answer=22454

Step 2: Paste the email header and page

source into an email and send it to [email protected].

As I have acknowledge previously, I understand that his

Auctiva account was accessed by an unauthorized party and that is

certainly regrettable, but we were not aware of that prior to when he

contacted us about the situation as alleged in the initial complaint.

Sincerely,

Auctiva Corporation

Consumer

Response:

Review: [redacted]

This statement is a lie:

I am rejecting this response because:As I have acknowledge previously, I understand that his Auctiva account was accessed by an unauthorized party and that is certainly regrettable, but we were not aware of that prior to when he contacted us about the situation as alleged in the initial complaint.

Sincerely,

Review: back in may of 2015 I signed up for there 30 day free trial run, and canceled after 30 days. and now its java script is on my e-bay description section, and customers tell me they can see it. I have over 1500 listing and I have to backspace all of there java script to get rid of it. I get no where calling these people, and [redacted] says they can not undo there doings.Desired Settlement: get there java script off my [redacted] account

Business

Response:

Dear Revdex.com Team,Thanks for making us aware of this complaint.We actually do have a tool which may remove the Auctiva scrolling gallery code from the

complainant’s active listings, provided [redacted] will still allow the descriptions

to be revised, but we cannot do this successfully at present because the

account has been closed and we no longer have the ability to interact with her

[redacted] account as a result.For future reference, this topic is covered on the following page of our

FAQ: [redacted]In any event, if the complainant contacts our Customer Support team directly from under the “Help” tab on

our site, we will be happy to assist her further with this matter.Basically, she will need to temporarily reactivate her account, generate a new

token to link her Auctiva account with her [redacted] account once again, and then we

will be able to run the tool we have available which is designed to remove this

content from her active listings.Sincerely,[redacted]Customer Support ManagerAuctiva Corporation

Review: Asked to cancel my accoutn. They did not. INsurance was purchased after they forgot. They cancelled it without my permission

I called to cancel my account. I was told it was closed/cancelled. I found out 1 week later nothing had been done and in the meantime insurance has been purchased. I was ok with this, as I needed to purchase insurance and would have witgh USPS if I had not seen it was done here. I complained they had not cancelled my account was was promised, without my permission they cancelled the insurance. One package was lost I had to pay 126. out of pocket. Am told too bad we decided to cancel insurance even though it was purchased and you had not asked ofr it to be cancelled.Desired Settlement: 126.00

Business

Response:

Business' Initial Response

Dear Revdex.com Team,

Thanks for making us aware of this complaint. I have already discussed this matter with Ms. [redacted] at length and, as I explained to her when we last spoke, I have finished reviewing the details of this situation and I must respectfully disagree with her assessment that the insurance policy in question was canceled without her permission.

She spoke to one of our Customer Support representatives on the phone on May 1, 2013 due to concerns with her invoice and we determined that she was charged an additional $20.95 (on top of her base subscription rate of $3.95) for exceeding the listing and image hosting allowances associated with the Starter Plan she was subscribed to during April.

Since our Advanced Plan (which is $9.95 per month) would have been more cost effective for the month of April based on her listing and image hosting activity that month, we adjusted her bill to effectively make it so she was charged the Advanced Plan rate for the month of April as a courtesy.

During that conversation, she also expressed that she would like to quit using our services and, after discussing the matter further, we canceled her subscription and she was placed on our Free Plan - which effectively allows her to use our scrolling gallery and keep up to 100 MB of images in her account at no cost.

However, despite her account being moved to the Free Plan, our system generated 4 shipping insurance policies with charges totaling $7.50 between May 2, 2013 and May 7, 2013 because an Auto Insure Rule had been set up within the account to automatically generate shipping insurance policies for transactions which meet certain conditions.

She then contacted us through multiple support cases on May 7, 2013 and she made it abundantly clear that she intended for her account to have been closed when she spoke to our team on the phone previously and that she would like the account to be closed and for all of the outstanding charges on the account to be removed.

For example, when Ms. [redacted] contacted us through support case # XXXXXX on May 7, 2013, she sent us the following message which specifically requested that we "remove all charges" that were incurred since she spoke to us last and then cancel the account:

"i worte earlier today and called because I called last week and worked for over 1/2 hr with one of your people to close my account and today I needed insurance info checked in and saw it was not closed and I have new charges. He GUARANTEED ME IT WOULD BE CLOSED BEFORE MAY I cALLED EITHER TUE OR WED AND HE ALSO GUARANTEED ME HE WOULD TAKE THE SCROLLIUNG GALLERY OFF OF ALL MY LISTINGS AND THAT NEEDED TO BE DONE PRIOR TO CLOSING AND HE PUT ME ON HOLD FOR 10 MIN TO DO IT SAID IT IS DONE -THEY ARE STILL THERE PLEASE CLOSE REMOVE ALL CHARGES AND TAKE THE ASCROLLING DOWN PRIOIR TO CLOSING SO YOU DONT MESS UP MY 450 LISTINGS"

Similarly, when she wrote to us through support case # XXXXXX on the same day, she sent us the following message which also specifically requested that we delete the $7.50 worth of shipping insurance charges which had been incurred since the original telephone conversation on May 1, 2013:

"Current Balance: $7.50

Description Amount

Last Invoice (5/1/2013): (View invoices) $37.70

Payments and credits since last invoice: -$43.70

Total new fees since last invoice: $13.50

obviously to have all those charges removed you have to believe I actaully did speak to Don last week about closing the account and he promised me he had handled it, so polease delete these charges, as the account was supposed to be closed peioir to being charged "

I am certainly sorry to hear about Ms. [redacted]'s frustration with respect to this situation and it is unfortunate that one of her shipments was lost but, based on the circumstances, we will not be able to reimburse her for the value of the lost shipment as she has requested.

Sincerely,

Customer Support Manager

Auctiva Corporation

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

I cannot accept that they will not take responsibility for a situation that was directly caused by their employees.

Business' Final Response

Dear Revdex.com Team,

Thanks for making us aware of the complainant's rebuttal to this case. As I mentioned previously, I already spoke to the complainant regarding this situation at length prior to the submission of this complaint and fully understand that she does not agree with our position.

Although we do not actually delete the images hosted within an account immediately upon cancellation like the complainant suggested, we can only promise to continue hosting a former subscriber's images for a limited period of time after he/she has canceled his/her account.

Due to the apparent confusion which remained following her discussion with Don, I reviewed this topic with the complainant specifically when we spoke on May 17, 2013 and she clarified that she no longer intends to list through Auctiva but would like to continue hosting the images which are saved in her account for the time being.

As a result, I helped move her account onto our $3.95 per month Starter Plan, which is currently our most cost effective plan that will allow her to continue hosting the 441.93 MB of images currently stored in her account until they are no longer needed.

Regardless, for the reasons cited in my initial reply to this complaint, I must respectfully disagree with the complainant's position that the shipping insurance policies in question were cancelled without her authorization and reiterate that we will not reimburse her the $126.00 that she has requested.

I genuinely regret that we have not been able to come to a mutually beneficial resolution with the complainant but, at this point, we consider this matter closed.

Sincerely,

Customer Support Manager

Auctiva Corporation

Review: I used auctionsniper.com to bid on an [redacted] item, I then purchased the item directly on [redacted] using buy it now. I had forgotten to cancel my bid with auction sniper, and for some reason it wasn't automatically cancelled.Days later auctionsniper.com sends me an email saying I won the item with them, which is INCORRECT, as I used [redacted], and auctionsniper.com doesn't support buy it now. Now Auctionsniper.com says I owe them $9, and I cannot use my existing $4.50 credit I have with them. Even after a support request I was not helped, and they seem to not care about the fraudulent behavior of their service.Desired Settlement: I request that Auctiva Corporation remove the fraudulent $9 charge, and allows me to use my existing $4.50 credit that I already paid for in the past, so that I can use it for future bids.I request that Auctiva Corporation fixes this obvious glitch for future customers, so that the bid is automatically cancelled, when the item is purchased using buy it now on eBay.If this cannot be done, I request my $4.50 to be sent back to me via PayPal, or check by mail, and that my account be CLOSED.

Business

Response:

Hi Revdex.com Team,Thanks for bringing this complaint to our attention.I have reviewed the complaint's account and confirmed that he has already contacted our Customer Support team regarding this matter through the Auction Sniper website, and we were already in the process of working with him at the time he filed this complaint.It is true that he was still charged a snipe fee on this item, even though it was purchased using the “Buy it Now” price before the auction came to a close, but that behavior was expected because the complainant did not cancel the snipe (automated bid) he had scheduled through our system.It is not common for users to purchase (or bid on) items directly through [redacted] after having scheduled snipes on those items through our service but, given the circumstances, all the complainant had to do to ensure he would not be charged a snipe fee for the item is to cancel the snipe he had scheduled as described in the following FAQ:[redacted]In any event, I have gone ahead and issued a credit of $9.00 to the complainant’s account to reimburse him for the snipe fee he was charged on the item in question, and we will consider adding functionality that would automatically cancel snipes under these circumstances with a future site update.If he would still like to cancel his account and receive a refund of his prepaid balance, he will just need to reply to his open Customer Support ticket, or reply once more to this complaint, to confirm he would like to do so, and we can accommodate his request.Sincerely,[redacted]Customer Support Manager[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Please have them take their scrolling bar thing off my ebay listings. I cancelled my account during my free trial and cannot get a hold of them. threadsnow is my Ebay name and I cannot log in any more and do not want to actuvate my acct. I dont understand why it is still on my ebay site considering I do not have an account with auctiva any longer. Or they can email me when completed