Bellycard, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Joel ***

Initial Business Response /* (1000, 5, 2015/07/27) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@bellycard.com
To Whom It May Concern:
The customer's account was cancelled upon their requestIn addition a return label was sent to them on July 13,
to coordinate the return of the Belly equipment and close out their accountWe have not yet received their equipmentFurthermore, per the terms stated on their month agreement they are liable for a cancellation fee equal to months of their subscription if they cancel after their day money back guarantee periodThe Merchant Success Manager reached out times over the course of the first months that the merchant had Belly before a cancellation request was receivedThis merchant's cancellation fee was reduced to only months of their subscription fee as a compromise and in an effort to come to an understandingFull terms can be read at Bellycard.com/termsWe are also happy to provide a signed copy of the merchant's agreement
Thanks,
The Belly Team

Initial Business Response /* (1000, 5, 2014/05/22) */
Contact Name and Title: *** - Analyst
Contact Phone: ***
Contact Email: ***
The agreement between Belly, Incand the customer started in June of The contract clearly states that "All terms and
conditions of the relationship between you and Belly are contained in the Belly Merchant Agreement at www.bellycard.com/terms, and you expressly agree to the terms contained in this Belly Merchant Agreement." Section of the merchant terms and conditions state "The Agreement will remain in full force specified in the Merchant AgreementAt the end of any Subscription Plan, unless you select a new Subscription Plan, your Subscription Plan will automatically convert to a month-to-month Subscription PlanThis will be ongoing until you select a new Subscription Plan or provide at least sixty (60) days' written cancelation notice, at which time you may be charged a restocking fee." We were not provided sixty days' written notice, or any notice for that matter, so the contract remained in effectIn regards to the fraudulent billing allegations, we were not being deceptive or intentionally changing our merchant numberAs the fastest growing startup company in Chicago, we were forced to upgrade our merchant account as we hit certain billing thresholdsSince day one, we've used Braintree (who was recently acquired by PayPal for $million) to process all paymentsIn the payments world, Braintree is respected for being the absolute best at what they do; this is why we've only trusted them with our customersI apologize that Belly did not meet your expectations, and I would like you to reach out to me directly at *** to get these concerns resolved as quickly as possible
***
Financial Analyst
Belly, Inc
***
Initial Consumer Rebuttal /* (3000, 7, 2014/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will be sending a copy of the contract which does not say what the merchant says it states: It will be scanned in to you and received by you no later than Tuesday of next weekThe contract provided a one year with right to cancel and making their property available for their retrievalThey would not pick it up after I sent letters on my legal stationaryFinally they sent a prepaid UPS box with no forwarding name or address, like it was a secret return of their propertyThey made themselves unavailable for compliance with the contract and then blamed us, the business that we were not complying with contractThere was no day notice in the contract at allThey are speaking of somebody elses contract, not ours
Final Business Response /* (4000, 10, 2014/05/29) */
Hey ***
Once again I would like to apologize that Belly did not meet your expectationsAs I mentioned, I would like to resolve this issue as quickly as possibleAll of our employees either work in the City of Chicago, or in other major metropolitan areas across the countryFor merchants that fall outside of our area covered by employees, we send prepaid boxes to send the equipment backI understand this is not as convenient as having an employee pick it upFor this, along with the other reasons you've mentioned, I would like to reimburse you for the months you've requestedPlease e-mail me at *** and provide your address so we can send a checkIf you have questions, my direct line is ***
Thank you and have a great weekend,
***
Financial Analyst
Belly, Inc
***

Hi there,
We apologize in the delay in addressing your redemption problemYou should have just received an email from our support team verifying that those points have been added back to your account and will be viewable the next time you check into that businessThanks for your
patience,Natasha

Hi Walker,
We apologize if you are unclear on the terms of your agreement, but we do have an agreement with your signature on it, indicating that it was shown to youWe're happy to forward you a copy of that agreement for your referenceThe agreement states that the account rolls into a
12-month agreement once the 4-month trial period is overYour trial was over in January, but we did not receive a cancellation request until FebruaryIt looks like your *** is still online and in use, and your account manager can help you leverage the platform for the remainder of your agreementIf you would like to move forward with an immediate cancellation, the 6-month cancellation fee still stands, as indicated on your agreement.Best,
Natasha ***
Finance/Operations Coordinator

Complaint: ***
I am rejecting this response because: I never recieved the messageA simple phone call from the rep would have been the correct course of actionAs of yet I have seen no credit and they have already recieved the ipad Taking my money without my authoriztion and giving back half is not a reaolutionI paid thier entire contract in full and cancelled according to their policyThis is a cheap "I got you fee" and if there policy is to vurn bridges than maybe they need the dollars, but the fact is they did not have authorization What are they waiting for for the 250???? Poor practices...and a apology doesnt mean im ok with paying $Do the right thing and return you clients moneyNic
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2014/03/13) */
Contact Name and Title: ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@bellycard.com
To Whom it May Concern:
The first record of this merchant requesting to cancel was on January 13, via a voicemail he left for
his original sales representativeBelly has no record of any attempts previous to this requesting to cancel his subscriptionAs such he was notified that per the terms of his agreement, which are also available at https://bellycard.com/terms_and_policy, that we do require days notice in order to terminate a merchant agreementAs such he was charged for the remaining days and his contract was terminated on March 13,
In addition, this merchant was sent a monthly digest email detailing features and new products that were being rolled out to help ensure that they were up to date on the latest ways to utilize BellyAll contact information for his account manager was also available via this emailHis account managers have also reached out multiple times throughout his time with Belly, including sending him a new lock as requested when his original broke as stated in his complaintThis was in July of 2013, months after his original install date
If you have any further questions or concerns, please feel free to reach out
Thanks,
***

Hi Theresa,First, we would like to apologize for the technical errors you experienced during your time as a Belly customerWe typically rectify this situation through troubleshooting the ***, and if the issue cannot be resolved, we send out a replacement ***Your account manager had reached out
numerous times via telephone, but could not reach out, which was why she attempted to contact you via email instead to set up a time to troubleshoot your *** and discuss your concernsNo alternate phone number was provided for you, but from our notes, your account manager was able to troubleshoot the *** with an employee and get it back online. The balance that was sent to collections was for unpaid subscription fees and an *** feeFrom our notes, it looks like your account manager had requested that a replacement *** be sent out on 12/30/However, we see no activity on the *** and have therefore notified our third party collections agency to deduct the $lost *** fee from your balance, as we cannot confirm that it was deliveredThat leaves a $balance for November's invoiceThe reason you were billed until November is because your account was under a 12-month agreement until December I see that Chris had sent your contract over in July, but we'd be happy to email another copy over to you for your reference.Again, our apologies for the time your *** was offlineWe were happy to work with you to troubleshoot and send out replacement ***s during the months of your agreementFeel free to reach out to us directly with any additional questions.Best,Natasha ***Finance/Operations Coordinator

Hi Walker,Our accounting and account management teams have discussed the matter and have agreed to make an exception and cancel your account immediatelyPlease look out for an email confirming your account cancellation, as well as emails with instructions to return our equipment. Best,Natasha ***Finance/Operations Coordinator

Initial Business Response /* (1000, 5, 2015/05/26) */
Contact Name and Title: ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@bellycard.com
Hello!
Our records to indicate that this merchant was unhappy earlier this year, but committed to trying the program againThey sent
email campaigns via Belly in the last few months and have continued to utilize the program, signing up a new member as recently as today, May 26, Per the terms of this merchant's agreement we do require days notice if they request to cancel at the end of their agreementThat policy can be referenced at bellycard.com/termsIf the merchant does wish to cancel effective immediately, we are happy to honor that and will coordinate the return of their equipment
Thanks,
The Belly Team
Initial Consumer Rebuttal /* (2000, 7, 2015/06/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Hi [redacted],Your $250.00 refund has been processed on our end, but could have been delayed on your bank's end due to the Christmas holiday. The late fee has been determined by our accounting team to include the costs of acquiring new assets, as well as operational costs. The label and return instructions were sent to the email address through which we have communicated with you throughout our partnership. Our records indicate that the email with the return instructions was opened several times. As the email states, we would have been happy to extend your return window had we received communication from you. Regarding authorization, the contract states that you are liable for all fees pursuant to the terms of agreement, including any additional fees. The 14-day return policy is also stated on your contract, and our terms and conditions outline a lost iPad fee as well as late fee, which is further explained in the return instructions. We are happy to forward you a copy of your agreement, as well as a link to our terms and conditions.Best,[redacted]Finance/Operations Coordinator

Initial Business Response /* (1000, 5, 2015/07/27) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bellycard.com
To Whom It May Concern:
The customer's account was cancelled upon their request. In addition a return label was sent to them on...

July 13, 2015 to coordinate the return of the Belly equipment and close out their account. We have not yet received their equipment. Furthermore, per the terms stated on their 12 month agreement they are liable for a cancellation fee equal to 6 months of their subscription if they cancel after their 30 day money back guarantee period. The Merchant Success Manager reached out 15 times over the course of the first 3 months that the merchant had Belly before a cancellation request was received. This merchant's cancellation fee was reduced to only 4 months of their subscription fee as a compromise and in an effort to come to an understanding. Full terms can be read at Bellycard.com/terms. We are also happy to provide a signed copy of the merchant's agreement.
Thanks,
The Belly Team

Initial Business Response /* (1000, 5, 2015/05/26) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bellycard.com
Hello!
Our records to indicate that this merchant was unhappy earlier this year, but committed to trying the program again. They...

sent email campaigns via Belly in the last few months and have continued to utilize the program, signing up a new member as recently as today, May 26, 2015. Per the terms of this merchant's agreement we do require 60 days notice if they request to cancel at the end of their agreement. That policy can be referenced at bellycard.com/terms. If the merchant does wish to cancel effective immediately, we are happy to honor that and will coordinate the return of their equipment.
Thanks,
The Belly Team
Initial Consumer Rebuttal /* (2000, 7, 2015/06/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/04/13) */
Contact Name and Title:[redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bellycard.com
Ms. [redacted],
First I want to apologize for your experience with Belly, specifically your experience through the sales cycle. As mentioned...

in our previous response to you, we strive to help merchants as much as possible. The sales person in question no longer works at Belly and steps have been taken to ensure this doesn't happen again. In terms of the collections agency, once our account management team escalated your account to the accounting team you account was removed from their records. Additionally, there is and will not be any impact to your credit score or rating as collections agencies cannot report your information to credit bureaus without permission from Belly, which was not given in this case. Again, we apologize for any inconvenience and if there is anything else we can do to rectify this mistake (written notification confirming cancellation of your account with the collections agency, etc) please reach out to [redacted]@bellycard.com and we will take care of it as soon as possible.
Thanks,
The Belly Team

Hi [redacted],
Your $250.00 refund has been processed on our end, but could have been delayed on your bank's end due to the Christmas holiday. The late fee has been determined by our accounting team to include the costs of acquiring new assets, as well as operational costs. The label and return instructions were sent to the email address through which we have communicated with you throughout our partnership. Our records indicate that the email with the return instructions was opened several times. As the email states, we would have been happy to extend your return window had we received communication from you. 
Regarding authorization, the contract states that you are liable for all fees pursuant to the terms of agreement, including any additional fees. The 14-day return policy is also stated on your contract, and our terms and conditions outline a lost iPad fee as well as late fee, which is further explained in the return instructions. We are happy to forward you a copy of your agreement, as well as a link to our terms and conditions.
Best,
[redacted]
Finance/Operations Coordinator

Complaint: [redacted]
I am rejecting this response because: I never recieved the message. A simple phone call from the rep would have been the correct course of action. As of yet I have seen no credit and they have already recieved the ipad.  Taking my money without my authoriztion and giving back half is not a reaolution. I paid thier entire contract in full and cancelled according to their policy. This is a cheap "I got you fee" and if there policy is to vurn bridges than maybe they need the 200 dollars, but the fact is they did not have authorization.  What are they waiting for for the 250????  Poor practices...and a apology doesnt mean im ok with paying $450. Do the right thing and return you clients money. Nic
 
 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11134579, and find that this resolution is satisfactory to me.
Sincerely,
Walker [redacted]

Hi Theresa,We are sorry for your frustration about the offline time. We supply all of our merchants with a dedicated account manager, and our logs show many attempts from your account manager to contact you to troubleshoot your equipment and attempt to send a replacement. We will take your feedback into consideration for the future and will waive your remaining balance for the inconvenience. Our third party collections agency has been notified of this.Best,Natasha [redacted]Finance/Operations Coordinator

Hi Walker,
Our accounting and account management teams have discussed the matter and have agreed to make an exception and cancel your account immediately. Please look out for an email confirming your account cancellation, as well as emails with instructions to return our equipment.
 
Best,
Natasha [redacted]
Finance/Operations Coordinator

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11093551, and find that this resolution is satisfactory to me.
Sincerely,
Theresa [redacted]