Auto Cash Title Loans, Inc.

February 1,2017To Whom It May Concern: My name it *** Kand I work in the Corporate Office for George Brown Sports ClubI am responding to case ID ***.According to the membership agreement Ms*** signed and obtained a copy of on October 28, gives specific instructions on how
to stop billing and/or cancellingSigning this agreement implies that she has read, and agrees to follow our guidelinesAs stated in the membership agreement enclosed in this response, the signer agrees to pay monthly membership dues unless they notify the gym or office in writingThe electric funds transfer agreement states that a membership must be cancelled upon a 30-day request prior to the billing dateThis is also reiterated on page number of the agreementA month to month no contract membership can also be frozen (hold) with a 2-week written notice prior to the billing date.We need written notification for freezing and/or cancellingWhen Ms*** called us on March 21, 2016, we had given instructions for her to email us to freeze the accountShe failed to send us an email stating to stop or freeze her accountTherefore, her account was never frozenWe also stated that she would receive a confirmation email when her request was processedIf the email would have been sent we would have stopped it thenIt is at the discretion of the member to make sure the proper paperwork is sent to usIf they are unable to make it to the gym to fill out the proper form or send in a certified letter, we then give the member an email as a courtesyWe have never refused a cancelAs long as the proper documentation IN WRITING is issued we will process as requested.As far as being "harassed", not sure what she is referring tooI could assume that she is being referred to the phone calls, text messages and/or emails we send over when one's payment method is inaccurate or simply declinedShe was sent an email and a phone call on March 21,She was also sent email and phone calls on December 20,and January 20,about her payment methodShe could have called the office as instructed or simply replied to the email to freeze or cancelOur process is very simple, we just need in writing (email will suffice) a notification to freeze or cancel membership.Regarding daycare hours, there are daycare hours on SaturdayHowever, they do close early and there are signs posted of the current hours

Initial Business Response /* (1000, 8, 2015/09/25) */
On 9/10/the full balance on ***'s account was already waived and her account was cancelledWhen she returned our call on 9/11/and we informed her of this, she said she had already filed a complaint with the Revdex.comWe never received her
"regular" mail request to freeze or cancelIn her contract it does state any such mail should be sent certifiedIn her own statement, she indicates she had emailed the wrong addressSo if that was the case, who is to say she mailed her request to a valid addressSince it was not sent certified mail, we will never knowThe first notice there was anything going on with her account was when I received the chargeback for her June feesAt that point I did wonder why I was getting a chargeback as there was no freeze or cancel request ever received on her acct
We respond to each and every message we receive on our voice mail-but we can't respond if they don't leave their informationWe have had calls where the person doesn't leave their contact information, or they don't speak clearly enough to decipher their informationThat's the only explanation I can think of in response to her claim we didn't return her call
I am baffled why *** would send a freeze or cancel request via regular mail when there is no way of tracking it's statusShe didn't' seem to have any problem submitting an online complaint with the Revdex.com, but she couldn't successfully send us an email to cancel or freeze her accountThen we had already waived her entire balance as a courtesy, but she still sent Revdex.com a complaint and, as far as I can tell, didn't take the time to tell Revdex.com it had been resolvedIt all seems very unfair to me
Initial Consumer Rebuttal /* (2000, 10, 2015/09/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We are writing in response to the letter receivedWhen a cancel form is filled out at the gym, we always give a yellow copy to the member for their recordsIn this case we never received any notice of cancellation until 2/21/via emailIf proof cannot be provided, meaning the yellow copy, there
is nothing we can do*** the representative she spoke with that day was correct with her statementWe are not able to refund any monies without proof that the membership was cancelled.As a courtesy we will go ahead and clear the balance owing for the chargebacks that where done but again there will be no refund without proof that the membership was cancelled.Thanks,GB

I am rejecting this response because:I was never given a method to email the business. You'll also note that their response includes no email address. I was told I had to physically come to a GB3 location to sign something or I had to write and mail (with stamps, which I don't have) a letter to the gym. I want this stupid membership cancelled so I don't have to interact with them ever again. They are making it excessively hard to do so.