Complaint: [redacted] 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, [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/11/14) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] To Whom it May Concern: The $charge the Mr [redacted] is referring to after closure of his business are fees charged per his agreement for non-return of Belly's equipmentPer his merchant agreement, Mr [redacted] had days to return all equipment, but failed to do soHis Belly subscription was cancelled once he notified Belly of his business closing, which was provided to Belly on September 24, 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 timesMr [redacted] 's iPad was not on from July 16, through the end of SeptemberFor any additional questions or information please feel free to reach out Thanks, [redacted] Initial Consumer Rebuttal / [redacted] (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 they owed me funds which were never paidI incurred overdraft fees as a result of them taking money out of my account with no warning or authorizationI 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 / [redacted] (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 lockThe refund was processed on November 12th after which he spoke with our Operations Manager who detailed what the charges related toAdditionally, all charges do follow what is detailed per his signed merchant agreement
Hi [redacted] ,Your $refund has been processed on our end, but could have been delayed on your bank's end due to the Christmas holidayThe late fee has been determined by our accounting team to include the costs of acquiring new assets, as well as operational costsThe label and return instructions were sent to the email address through which we have communicated with you throughout our partnershipOur records indicate that the email with the return instructions was opened several timesAs the email states, we would have been happy to extend your return window had we received communication from youRegarding authorization, the contract states that you are liable for all fees pursuant to the terms of agreement, including any additional feesThe 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 instructionsWe 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 / [redacted] (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 cycleAs mentioned in our previous response to you, we strive to help merchants as much as possibleThe sales person in question no longer works at Belly and steps have been taken to ensure this doesn't happen againIn terms of the collections agency, once our account management team escalated your account to the accounting team you account was removed from their recordsAdditionally, 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 caseAgain, 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 Mr [redacted] First and foremost, we would like to apologize for any experience you felt was less than satisfactoryTo address your concerns about our cancellation policies, it appears that we received your cancellation request on 8/18/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 businessYou can find this information in our Terms and Conditions, Section It looks like you did keep the iPad up and running throughout those 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 usSince past emails had been opened and went to your inbox, we assumed the email with return instructions would do the sameHowever, 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 wellYour 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 backThe day policy is also outlined on your signed agreement; we'd be happy to provide you a copy for your referenceWe do have your iPad checked in, and will process the $refund for the equipmentFeel free to reach out to us with any additional questionsBest, [redacted]
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]
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 ***The account manager told me I have to pay $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 months Definitely not a good experience and I would not be working with Belly anymore and I wouldn't recommend it
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 [redacted] Finance/Operations Coordinator
Initial Business Response / [redacted] (1000, 5, 2014/02/05) */ Contact Name and Title: [redacted] - Analyst Contact Phone: XXXXXXXXXX Contact Email: ***@bellycard.com Hey ***, My name is [redacted] and I am reaching out from the Finance Department at BellyFirst, I would like to apologize for any inconvenience and I'm truly sorry that your experience with Belly did not meet your expectationsPlease feel free to reach out to me directly at ***@bellycard.com and I would be happy to resolve this situation Best Regards, ***
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 business.Thanks 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 [redacted] 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
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 [redacted] and discuss your concernsNo 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 onlineThe balance that was sent to collections was for unpaid subscription fees and an [redacted] feeFrom our notes, it looks like your account manager had requested that a replacement [redacted] be sent out on 12/30/However, we see no activity on the [redacted] and have therefore notified our third party collections agency to deduct the $lost [redacted] 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 referenceAgain, our apologies for the time your [redacted] 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 questionsBest, Natasha [redacted] Finance/Operations Coordinator
Hi Theresa, We are sorry for your frustration about the offline timeWe 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 replacementWe will take your feedback into consideration for the future and will waive your remaining balance for the inconvenienceOur third party collections agency has been notified of thisBest, Natasha [redacted] Finance/Operations Coordinator
Complaint: [redacted] 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, [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/11/14) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] To Whom it May Concern: The $charge the Mr [redacted] is referring to after closure of his business are fees charged per his agreement for non-return of Belly's equipmentPer his merchant agreement, Mr [redacted] had days to return all equipment, but failed to do soHis Belly subscription was cancelled once he notified Belly of his business closing, which was provided to Belly on September 24, 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 timesMr [redacted] 's iPad was not on from July 16, through the end of SeptemberFor any additional questions or information please feel free to reach out Thanks, [redacted] Initial Consumer Rebuttal / [redacted] (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 they owed me funds which were never paidI incurred overdraft fees as a result of them taking money out of my account with no warning or authorizationI 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 / [redacted] (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 lockThe refund was processed on November 12th after which he spoke with our Operations Manager who detailed what the charges related toAdditionally, all charges do follow what is detailed per his signed merchant agreement
Hi [redacted] ,Your $refund has been processed on our end, but could have been delayed on your bank's end due to the Christmas holidayThe late fee has been determined by our accounting team to include the costs of acquiring new assets, as well as operational costsThe label and return instructions were sent to the email address through which we have communicated with you throughout our partnershipOur records indicate that the email with the return instructions was opened several timesAs the email states, we would have been happy to extend your return window had we received communication from youRegarding authorization, the contract states that you are liable for all fees pursuant to the terms of agreement, including any additional feesThe 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 instructionsWe 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 / [redacted] (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 cycleAs mentioned in our previous response to you, we strive to help merchants as much as possibleThe sales person in question no longer works at Belly and steps have been taken to ensure this doesn't happen againIn terms of the collections agency, once our account management team escalated your account to the accounting team you account was removed from their recordsAdditionally, 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 caseAgain, 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 Mr [redacted] First and foremost, we would like to apologize for any experience you felt was less than satisfactoryTo address your concerns about our cancellation policies, it appears that we received your cancellation request on 8/18/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 businessYou can find this information in our Terms and Conditions, Section It looks like you did keep the iPad up and running throughout those 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 usSince past emails had been opened and went to your inbox, we assumed the email with return instructions would do the sameHowever, 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 wellYour 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 backThe day policy is also outlined on your signed agreement; we'd be happy to provide you a copy for your referenceWe do have your iPad checked in, and will process the $refund for the equipmentFeel free to reach out to us with any additional questionsBest, [redacted]
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]
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 ***The account manager told me I have to pay $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 months Definitely not a good experience and I would not be working with Belly anymore and I wouldn't recommend it
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 [redacted] Finance/Operations Coordinator
Initial Business Response / [redacted] (1000, 5, 2014/02/05) */ Contact Name and Title: [redacted] - Analyst Contact Phone: XXXXXXXXXX Contact Email: ***@bellycard.com Hey ***, My name is [redacted] and I am reaching out from the Finance Department at BellyFirst, I would like to apologize for any inconvenience and I'm truly sorry that your experience with Belly did not meet your expectationsPlease feel free to reach out to me directly at ***@bellycard.com and I would be happy to resolve this situation Best Regards, ***
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 business.Thanks 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 [redacted] 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
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 [redacted] and discuss your concernsNo 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 onlineThe balance that was sent to collections was for unpaid subscription fees and an [redacted] feeFrom our notes, it looks like your account manager had requested that a replacement [redacted] be sent out on 12/30/However, we see no activity on the [redacted] and have therefore notified our third party collections agency to deduct the $lost [redacted] 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 referenceAgain, our apologies for the time your [redacted] 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 questionsBest, Natasha [redacted] Finance/Operations Coordinator
Hi Theresa, We are sorry for your frustration about the offline timeWe 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 replacementWe will take your feedback into consideration for the future and will waive your remaining balance for the inconvenienceOur third party collections agency has been notified of thisBest, Natasha [redacted] Finance/Operations Coordinator