Bellycard, Inc.

Initial Business Response /* (1000, 5, 2014/11/14) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email:[redacted]
To Whom it May Concern:
The $450 charge the Mr. [redacted] is referring to after closure of his business are fees charged per his...

agreement for non-return of Belly's equipment. Per his merchant agreement, Mr. [redacted] had 14 days to return all equipment, but failed to do so. His Belly subscription was cancelled once he notified Belly of his business closing, which was provided to Belly on September 24, 2014. Additionally, the promotion referenced in his complaint was conditional on the terms of the agreement being fulfilled which includes that the iPad be powered on and displayed at all times. Mr. [redacted]'s iPad was not on from July 16, 2014 through the end of September. For any additional questions or information please feel free to reach out.
Thanks,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr[redacted] is wrong!
I returned the IPAD and have not received credit.
He is also wrong about the terms of Agreement prior to July 16th 2014 they owed me funds which were never paid. I incurred overdraft fees as a result of them taking money out of my account with no warning or authorization. I cancelled the service and they continue to take money from my account with no warning and no authorization.
The company is not following basic guidelines of courtesy and relying on small print buried in a contract to justify stealing funds from my account.
Final Business Response /* (4000, 9, 2014/11/26) */
Mr. [redacted] was refunded his lost tablet fee once we received the iPad back less the late return fee and fee for the lock. The refund was processed on November 12th after which he spoke with our Operations Manager who detailed what the charges related to. Additionally, all charges do follow what is detailed per his signed merchant agreement.

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

Initial Business Response /* (1000, 5, 2014/02/05) */
Contact Name and Title: [redacted] - Analyst
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bellycard.com
Hey [redacted],
My name is [redacted] and I am reaching out from the Finance Department at Belly. First, I would like to apologize for...

any inconvenience and I'm truly sorry that your experience with Belly did not meet your expectations. Please feel free to reach out to me directly at [redacted]@bellycard.com and I would be happy to resolve this situation.
Best Regards,
[redacted]

I signed up with belly for customer rewards in April 2015, The [redacted] they send me was stollen a couple nights ago, I called belly to have the [redacted] replace or figure out another way to restore the service, maybe in my personal [redacted]. The account manager told me I have to pay $450 for the stollen [redacted] and pay the remaining of the agreement which it comes up to close a thousand dollars, that's ridiculous. The second option was to sign a new agreement for another 12 months. Definitely not a good experience and I would not be working with Belly anymore and I wouldn't recommend it.

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 you. We're happy to forward you a copy of that agreement for your reference. The agreement states that the account rolls into a 12-month...

agreement once the 4-month trial period is over. Your trial was over in January, but we did not receive a cancellation request until February. It looks like your [redacted] is still online and in use, and your account manager can help you leverage the platform for the remainder of your agreement. If you would like to move forward with an immediate cancellation, the 6-month cancellation fee still stands, as indicated on your agreement.Best,Natasha [redacted]Finance/Operations Coordinator

Hi Theresa,
First, we would like to apologize for the technical errors you experienced during your time as a Belly customer. We typically rectify this situation through troubleshooting the [redacted], and if the issue cannot be resolved, we send out a replacement [redacted]. 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 [redacted] and discuss your concerns. No alternate phone number was provided for you, but from our notes, your account manager was able to troubleshoot the [redacted] with an employee and get it back online. The balance that was sent to collections was for unpaid subscription fees and an [redacted] fee. From our notes, it looks like your account manager had requested that a replacement [redacted] be sent out on 12/30/2014. However, we see no activity on the [redacted] and have therefore notified our third party collections agency to deduct the $450 lost [redacted] fee from your balance, as we cannot confirm that it was delivered. That leaves a $99 balance for November's invoice. The reason you were billed until November is because your account was under a 12-month agreement until December 2015. 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 [redacted] was offline. We were happy to work with you to troubleshoot and send out replacement [redacted]s during the 12 months of your agreement. Feel free to reach out to us directly with any additional questions.
Best,
Natasha [redacted]
Finance/Operations Coordinator

Hi Mr. [redacted]
First and foremost, we would like to apologize for any experience you felt was less than satisfactory. To address your concerns about our cancellation policies, it appears that we received your cancellation request on 8/18/2015. We require a 60-day cancellation notice from...

all of our merchants as a means to protect your customers' experiences, and allow them an opportunity to come in and redeem the points they have been accumulating at your business. You can find this information in our Terms and Conditions, Section 5. It looks like you did keep the iPad up and running throughout those 60 days, so we hope that allowed you and your customers to have a positive transition.Regarding the return of the iPad, the email address the return instructions were sent to is the email we had sent correspondence to throughout your time with us. Since past emails had been opened and went to your inbox, we assumed the email with return instructions would do the same. However, it looks like you had no trouble accessing the UPS label that was sent in a separate email, and the email for the return instructions was opened as well. Your account manager would have been happy to extend your window or answer any questions, but unfortunately, we received no correspondence about delays in sending the equipment back. The 14 day policy is also outlined on your signed agreement; we'd be happy to provide you a copy for your reference. We do have your iPad checked in, and will process the $250.00 refund for the equipment. Feel free to reach out to us with any additional questions.
Best,
[redacted]

Initial Business Response /* (1000, 5, 2014/11/14) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email:[redacted]
To Whom it May Concern:
The $450 charge the Mr. [redacted] is referring to after closure of his business are fees charged per his agreement...

for non-return of Belly's equipment. Per his merchant agreement, Mr. [redacted] had 14 days to return all equipment, but failed to do so. His Belly subscription was cancelled once he notified Belly of his business closing, which was provided to Belly on September 24, 2014. Additionally, the promotion referenced in his complaint was conditional on the terms of the agreement being fulfilled which includes that the iPad be powered on and displayed at all times. Mr. [redacted]'s iPad was not on from July 16, 2014 through the end of September. For any additional questions or information please feel free to reach out.
Thanks,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr[redacted] is wrong!
I returned the IPAD and have not received credit.
He is also wrong about the terms of Agreement prior to July 16th 2014 they owed me funds which were never paid. I incurred overdraft fees as a result of them taking money out of my account with no warning or authorization. I cancelled the service and they continue to take money from my account with no warning and no authorization.
The company is not following basic guidelines of courtesy and relying on small print buried in a contract to justify stealing funds from my account.
Final Business Response /* (4000, 9, 2014/11/26) */
Mr. [redacted] was refunded his lost tablet fee once we received the iPad back less the late return fee and fee for the lock. The refund was processed on November 12th after which he spoke with our Operations Manager who detailed what the charges related to. Additionally, all charges do follow what is detailed per his signed merchant agreement.

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 there,We apologize in the delay in addressing your redemption problem. You 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 business.Thanks for your patience,Natasha

Hi Mr. [redacted]First and foremost, we would like to apologize for any experience you felt was less than satisfactory. To address your concerns about our cancellation policies, it appears that we received your cancellation request on 8/18/2015. We require a 60-day cancellation notice from all of our...

merchants as a means to protect your customers' experiences, and allow them an opportunity to come in and redeem the points they have been accumulating at your business. You can find this information in our Terms and Conditions, Section 5. It looks like you did keep the iPad up and running throughout those 60 days, so we hope that allowed you and your customers to have a positive transition.Regarding the return of the iPad, the email address the return instructions were sent to is the email we had sent correspondence to throughout your time with us. Since past emails had been opened and went to your inbox, we assumed the email with return instructions would do the same. However, it looks like you had no trouble accessing the UPS label that was sent in a separate email, and the email for the return instructions was opened as well. Your account manager would have been happy to extend your window or answer any questions, but unfortunately, we received no correspondence about delays in sending the equipment back. The 14 day policy is also outlined on your signed agreement; we'd be happy to provide you a copy for your reference. We do have your iPad checked in, and will process the $250.00 refund for the equipment. Feel free to reach out to us with any additional questions.Best,[redacted]