Billshark

Mr***,Thank you for posting our terms and conditions back to usUnfortunately, without line breaks, or separation of the terms and your issue, it's really hard to identify and resolve for youWhat I get reading through this is, you feel the work we performed on your behalf was something you
could have done on your ownWe agreeWe feel our Sharks are generally more successful and are able to save our customers more money than they could on their ownBut, it is something consumers can doSimilar to taxes, washing your car, changing your oil...however, the majority of our customers prefer not to perform these tasks, and engage us to insteadIf you are questioning the savings and fee amounts, please let us know and we would be more than happy to (re) break this down for youAgain, I apologize, but your complaint was a little difficult to parse throughWe would love to resolve this to the best of our ability.Regards,BILLSHARK

Mr***,Again, we apologizeIt appears when we voided your invoice during the last go-round, we missed one component, which caused you to receive the last noticeI've gone ahead and corrected this for you. Regards,-BILLSHARK

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # .
I have negotiated a cheaper rate myselfThe issue at hand is the time lost for me and all my employees when Billshark shut our phones down, and the time it took to fix this issue.
Regards,
*** ***

This issue, as you stated, was addressed in the other Revdex.com ticket in a manner that Revdex.com declared resulted in a satisfactory response from usThere was no fraudulent activity performed, nor any unauthorized accessWe commonly have spouses and/or partners enroll in the service as authorized members of
the household and household finances looking for us to assist in saving moneyWe have confirmed that you have reverted the savings with your provider; and as a result, will be voiding your invoiceJust to re-state; we saved you $20/mo on your *** bill with no reduction in services or featuresOn 2/you called *** back and had your bill amount INCREASED by the $20, thus deciding to pay more per month for the same services

Ms.***,Our fee for the service, as you stated is 40% of the savings achieved, capped at monthsWe don't advertise anywhere that it's only for monthsWe would love your feedback on what may have caused this confusion so that we can investigate and correct any misleading messaging on
our websiteWith regards to your bill going up, I see that you have an active ticket in our system that we are currently workingThere are some instances in which the provider doesn't correctly apply the promised savingsWhen this happens, as part of our guarantee (***) we will go back to the provider and escalate accordingly to ensure the savings they promised is applied to your accountOf course, until the issue with your provider is resolved, payment is not expectedOnce we've resolved the issue, we will contact you directly and if for any reason the savings isn't as initially explained, your invoice will be adjusted accordingly

Hello ***,You enrolled with our service via partner app True Bill and we negotiated your *** *** bill back in early OctoberWe were able to negotiate you a new bundled rate and save you $per month for monthsNone of your current service was going to change while receiving these
savings as per what was communicated to us by the providerYour shark, ***, then sent you a savings breakdown e-mail on 10/04/detailing the results of our negotiation with the note that your savings will reflect by billing cycle 11/15/- 12/14/or soonerWe then issued you an invoice in the amount of $on 10/07/based on your totals savings amount of $(months X $= $X 40% = $96).You had e-mailed us twice in October following your negotiation to let us know you hadn't seen the savings, which is to be expected based on the info we were providedOur customer service rep *** explained to you both of those times that the savings might not be reflected yet and we completely understood you were not ready to payWe can honestly only go off of what we are told by the provider rep or what is supplied to us via monthly bill statementsSome things tend to change after the fact without us knowing and is out of our controlAt that time we had pushed out the expected payment date of your invoice as we knew it was going to take a little time for you to see the savings.Then in early December, you unfortunately received a pre-collections automated payment reminder e-mail and responded to it creating another ticket in our Customer Service systemWhat happened is that even though we put your invoice on hold, the clock was still ticking on your invoice, in errorThere is currently a glitch with our system regarding that process which we are working to resolve, our sincerest apologies regarding that unnecessary circumstanceWe are still a relatively new stacompany and still working out some kinks with our processThat is not the greatest excuse but please know that we wouldn't send you to collections as our Customer Service team was still working with you and were aware of your situationBy that time you had already submitted the complaint prior to us reaching out to the provider to determine what happened and why your savings were not reflected yetYou did provide screen shots of the first page of your Sept., Octand Novstatements and I will point out that your Bundled Services amount did decrease from $to $from Septto OctThe Additional TV Services amount also changed during that time from $to $19.90, which essentially cut the savings we obtained for you in halfThat was not communicated to us by *** and like I said before, things we don't have control over sometimes change without us being awareIf we were afforded the opportunity to contact ***, we could have determined why the Additional TV Services amount went up and adjusted your invoice accordinglyBut you had explicitly requested to not do business with us anymore and did not want us contacting *** on your behalf.From that point we decided to void your invoice and e-mailed you the details of the credit note on 12/05/We just wish we had the chance to try and correct the situation with your provider so that we could hold them to their word because as you know, *** does not have a very good track record with customer serviceThis situation is obviously not how the process is supposed to work as we aim to save our customers money on their monthly bills while providing them with a positive customer experienceHopefully you understand our side of this situation and will consider working with us again in the future.Thanks and take care.-BILLSHARK Customer Service

Please check againAll data should be purged by nowThe process of deleting across all systems sometimes takes a day or two to propagate throughout all platforms

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
Yes, a teen can scan a bill and write whatever they want, but as further proofI'm not even the account holder of the bill and you have my email address as our child doesn't know my husbandsHe also doesn't know the account holders social security number, and said as much that he put fake numbersHe said he didnt think it would go through since it said social security numbers are required to negotiate with providersSo I don't know how Billshark even was able to negotiate our bill without that, sounds fraudulentSince you're able to access our accounts, why don't you access them again fraudulently and ask that the savings be rescinded because I do not want/did not sign up for your services
Regards,
*** ***

Mr***, you would need to contact ***s with regards to your claims on wording***s uses BILLSHARK as a platform product feature and offers special incentives to it's users that are outside of our controlRegarding your savings, we do guarantee our service from the perspective of if
you no longer have your phone service, please remit proof of disconnect from your provider and we will adjust the invoice accordingly

Dear Mr***,I understand your concerns regarding our invoice policy and your concern with BILLSHARK not responding to your emails. As you have stated on March 13, at 11:21am you had notified BILLSHARK that you would like to set up a payment plan. At 12:pm that
same day we had sent you the payment plan link and advised you of the $fee when enrolling in the payment plan. On Tuesday, March 14, at 5:31am you had reached out to BILLSHARK again stating you were unable to set up the payment plan as a credit card was needed to do so. Wednesday, March 15, at 9:41am we responded stating we will look into setting up and internal payment plan and apologized for the delay in getting back to you as the office was closed due to a blizzardThat same day at 1:pm we reached back out to you and advised you that we can set up a payment plan and at 1:17 you requested a month payment plan to be implemented We then replied back to you on Friday, March 17, advising the payment plan had been set up and you would continue to receive invoices via email but you can pay by snail mail with a personal checkYou then contacted us on March 19, at 2:stating you were unsuccessful at accessing the invoice and on Tuesday, March 21, we resent the invoice. To make sure you received the new invoice we sent you an email to confirm receipt of the new invoice in which you responded to on Wednesday, March 22, at 5:04pm "yes, paid it" On April 10,at 9:41pm you emailed BILLSHARK again stating you were invoiced on the 31st and why are you getting another invoice days later in which we replied we would look into the issue. Wednesday April 12, at 11:37am we emailed you explaining there was an error to disregard the last invoices and you next invoice is due April 17, 2017. At this point we assumed all was ok and that your issues had been resolved as we did not hear from you again until Friday June 23, at which point you had contacted us to pay your remaining balance in full. We called and left a message with the proper contact on how to pay your balance in full You again contacted us via email stating you will pay the invoice if we could send you a corrected invoice to reflect the correct balance on your account. We then sent you an email on Friday, July 7, at 2:30pm apologizing for our delayed response and that we reviewed your account in more depth and noticed that the payment plan was setup incorrectly. We also advised you that we would issue the last invoice with the correct balance and you can pay online or by calling us directly and apologized again for the error. In return you responded to us once again on Friday July 7, at 3:44pm stating you were unhappy with the amount of emails you were getting reminding you to pay and that the "harrassment" was due to an egregious error on BILLSHARKS behalf and that is unacceptable". On that same day Friday July 7, 4:you sent us another message that simply stated "Nevermind, your bills are confusing" and paid the invoice in full." Unfortunately errors do happen and we do apologize as well as adjusted your invoice accordingly

Communicated with customer and agreed to cancel/void the invoice in questionThis has been completed, and I believe this complaint is resolved

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***P.SIf Billshark did save me money when they called my provider this week, it was only months after they sent me the original bill and one month after they sent me to a collection agencyThey had billed me for services they had not yet rendered

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response appears to satisfy my issues and/or concerns in reference to complaint #***Regards,
*** ***

Revdex.com: Can they please tell me what bill date and page number the savings are on? I will look for them to confirm Can this be done via email please? Thank you
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
Regards,
* ***

Ms***,I see in your prior correspondence with us that you were unaware of our process to save you moneyWhen customer's send us their bills, their main goal is to save moneyOur team works very hard for each customer to maximize the savings without sacrificing the level of serviceThere are
cases in which we follow specific customer direction, which our customer's give us when they enroll through the "special instructions" field in the siprocessI see no such notes in your accountIf your usage on the account has surpassed the plan we put you in, we would be more than happy to rectify the situation and adjust the invoice accordinglyYou can either email us the appropriate billing information (from your provider), to ***Or, we can call and verify this information for youPlease let us know how you would like to proceed

Mr***, Your stated facts are somewhat inaccurateI'd like to provide our side and outlay the facts as they areFirst, I'd like to apologize you had a sub-par experienceOur goal is to create an outstanding experience for our customersOur customers come to us to act on their behalf to
save them moneyIn your case, it looks like we were in fact successful.You enrolled, as your stated, through one of our partners, PocketGuardWe do not advertise with them, instead they integrate with us to provide their users a bill-savings feature in their product/appWhen you enrolled in the (our) service you were notified of the fees and associated termsNone of which are "fine print"Additionally, when you enrolled, you received (and opened on 1/12) a welcome email from us re-stating the fees and allowing you the ability to cancel the service in advance of us starting your negotiation; which you did notThis email also provided additional contact methods to reach us with questionsI'm not sure who you are referring to when you claim there is no direct number, because there isOur Customer Service number is: (*** *** and it routes directly to our team here in MassachusettsOn top of that, your Shark called you on 1/and left you a voicemail concerning your negotiation and provided their direct phone number and email.Our Sharks do not "pretend" to be youThey are trained to call "on your behalf", using their own nameWe've experienced what you're claiming with regards to the provider noting their system incorrect as to who calledWe see that the provider will annotate that "customer called" but not record the specific name, so when you call back, they will assume it was you.Regarding the negotiation, we clearly state in our FAQs (not fine print), that when we call to negotiate your bill and we're able to achieve savings when on the phone with the provider, we always capture the savingsWe do not hang up, present it to you, then call back and reattempt to achieve it againThe reason for this is two-fold; first, the savings may not be available the second time we call, so we always capture money when presentedSecond, our customers send us their bills to save money, we almost never have a customer decline saving moneyWe equate that to seeing a $dollar bill on the ground and having to decide whether to pick it up or not...of course you will pick it up, right? Along those same lines, we've learned over time, that when a customer comes to us to save money, they don't ever want to "cancel" saving moneyIt's counterintuitive to everything we've learned about our customers and why they use our service.When you enrolled in the service through our partner, you did in fact click through to give us permission to negotiate your bill, saving you money. Regards,BILLSHARK

Hi ***,If you did, in fact, cancel your *** services, please provide confirmation of the cancellation and we'll gladly void your invoiceYou can provide a .pdf copy of the cancellation notice, most recent billing statement or some other official form of communication from *** clearly reflecting you cancelling your service and its effective dateYou can provide proof of cancellation to our *** address and if it is sufficient enough information, we'll go ahead and void your invoice.Any questions or concerns, please do not hesitate to let us know.Thanks.-BILLSHARK Customer Support

A copy of our Terms can be found here: https://www.billshark.com/terms/It is not possible to enroll in the service without agreeing to the terms

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
I do not want you to do anything else on my behalf.
Regards,
*** ***