Billshark

Hello Ms***,Well this is news to us as you never mentioned losing any channels as a result of our negotiation with ***Of all the correspondence you had with our Customer Service team over the course of April 2018, which included separate tickets, you never mentioned you lost any *** channelsWe're very sorry to hear this as the savings we obtained for you as a direct result of our negotiation were "straight" savings, meaning your service was NOT to change in any way, shape or formThe savings were strictly a promotional discount for your Internet Pro plus Bundle service plan.If you had let us know previously that you lost channels when you first reached out to us in the beginning of April, we would have contacted *** immediately to determine why your service changedWe would have gotten to the bottom of the issue as we guarantee our service.Please extend us the opportunity to make this right and contact *** to figure out what went wrong and if we're unable to resolve the situation, we'll adjust your invoice accordingly.We hope to hear from you soon, thanks.- BILLSHARK Customer Success team

Hello Mr. [redacted],You signed up for our service on April 29, 2018, through our partner Acorns. We negotiated your [redacted] and [redacted] bills on May 4, 2018. Unfortunately, we were unsuccessful at negotiating your [redacted] bill. However, we were successful with your [redacted] bill according to the...

information communicated to us by the provider representative (as we did not have a bill image to go off of). In these types of negotiations, we have to rely on the representatives to give us accurate information. According to their rep you were on the [redacted] ONE Unlimited plan and the plan we were switching you to (the Unlimited Simple Choice) had the same features, just a lower price. We asked the representative multiple times before we accepted this change and she assured us multiple times that there was no difference. On the Monday after the completed negotiation (05/07/18), per your request we attempted to change your plan back with [redacted], but you had since changed your account access which prevented us from proceeding. You contacted us that afternoon and in the phone conversation, you seemed to be okay with the situation. We informed you that we were going to void your invoice as it was not right to charge you for a plan that did not satisfy your wireless needs. You assured us that you had already reverted your plan back with [redacted] and that you wanted to make sure that you were not going to be charged for the service. You did not mention at any point in time that you were unable to get the same pricing back. You reached out again on Tuesday May 8, 2018, but hung up before you could be transferred to someone who could assist you. Our customer support agent reached out to you at 4:55 pm EST, but you did not answer and she left you a voicemail asking you to return her call so we could clarify any further issues. There was no further communication until you emailed us on May 12, 2018 telling us that you are paying more to revert your plan and you were filing a complaint with Revdex.com.We reached out to you on May 15 and left another voicemail asking you to get back in touch with us regarding your plan. We offered to escalate this issue at [redacted] in order to have your old plan pricing reinstated. We also sent you an email regarding this and have since not had a response from you. We would still like to have the opportunity to help you with your monthly bill. We are offering either a 3-way call with you, BILLSHARK and [redacted], or you can provide us with your PIN and we will be able to escalate the issue on your behalf.Please let us know if you'd like to pursue getting your old plan pricing back by contacting our Customer Service team at ([redacted] or [redacted]. We look forward to hearing from you in order to resolve your issue.Thanks and take care.-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 # [redacted].
[I'm sorry, while the the issue is resolved, being dishonest in this reply to the Revdex.com does not fly with me. I replied to the invoice email I received, I left 2 different voicemails, and left multiple comments on your [redacted] page all on the exact same day I received the voicemail stating there were changes made to my account without prior consent, the next morning after trying all those lines of communication I wake up to all my comments on the [redacted] page deleted. So to falsely state I made no contact is an utter lie. Also, the entire point of this was to make you all aware, making changes to a customers account without prior approval or being informed of the options available is unacceptable, taking it upon yourselves to make changes to my account without even so much as an email or phone call beforehand is also unacceptable. If you'd like to continue this exchange on the Revdex.com page I'm more then happy to make these comments public knowledge on social media and on consumerist.com, do NOT be dishonest in your replies.  final warning.  ]
Regards,
[redacted]

Mr. [redacted],You enrolled in our service through our website on 5/9/2016 at 6:42PM. Upon which, you agreed to the terms of service in allowing us to negotiate your [redacted] bill on your behalf to save you money; which we did. We saved you a total of $250 ($25/mo for 10 months) on June 16, 2016....

Our terms clearly state that customers are able to cancel the service any time prior the negotiation taking place. I show notes in our system that your Shark ([redacted]) spoke to you following the negotiation to inform you of your savings. During this conversation, you stated you didn't agree with paying for the service, but that you would.Regards,BILLSHARK Support

Ms. [redacted],In reviewing your account, it looks like we were able to save you $360 on your cable bill. In order to provide the quickest turnaround in savings, we capture any (and all) savings we can, when negotiating your bill with the provider. If you had the expectation that we would present...

savings options prior to locking them in, we would love to understand what gave that impression so that we can update our messaging accordingly. We make every attempt to be as transparent as possible with regards to how our service works to save you money. In you specific case, we were successful in negotiating your bill and saving you money. In these cases, we share in the success by collecting a percentage of these savings.

Last 4 of social is only required for certain providers. I can guarantee, no fraudulent activity has occurred as it relates to your account. As you stated, your email was provided. Upon enrollment a Welcome Email is sent, along with MANY subsequent emails explaining the program. There was no attempt made (response to these emails) before or during the negotiation process. Only after, was an attempt made to cancel the service. If it helps, I can apply a 25% discount on your invoice.

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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Hopefully, I don't hear from them again  
Regards,
[redacted]

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 # [redacted]. Please add your rejection comments below. 
While I appreciate that you have corrected the double bill, it does not fix all the issues.  For the [redacted] bill, your provider got all that was needed but told me in the end she was unable to negotiate anything better than what I already had.  I then received a duplicate bill that was supposedly for [redacted] I immediately contacted your provider who apologized and said she would get it fixed.  that did not happen and I waited patiently I also responded to the text message reminders.I was not going to pay the wrong bill, and then my ATT Uverse account shot back up to the same price it had been prior to negotiations (Attached screenshot of billing periods) When I called them they told me that only a 2 month discount had been applied not a 24 month discount!  From my perspective as a consumer I felt I had been taken by a scam claiming to have done far more than had been done and who didn't fix what they said they would do, and to top it off didn't respond.  When suddenly I got a call from a bill collector I was very surprised and I told them that the bill was duplicate and wrong to begin with.  They told me they would tell the "creditor"  Then the very next month they have put on my credit report two bills in collections.  This is gross misconduct of doing business. I will pay for services received not for services not received.  Billshark saved me only $154 not the $786 that they claim.. I am to paythem half of what they saved so I should only owe $77 I will pay that, but first they need to remove these collection actions from my credit report.
Regards,
[redacted]

Hi [redacted],You signed up for the service on 4/21/16 and submitted your Comcast bill. On 4/22/16 we successfully completed the negotiation and saved you almost $400. On that day (4/22) we emailed you an invoice for our services. From there, we sent you 10 payment reminders over many months in an attempt...

to collect payment before sending your account to collections. It wasn't until 12/12/2016 that you responded back to us, which was an email to our support team asking to "cancel your account". Unfortunately, it's not possible to cancel a (successful) negotiation 8 months following completion of the negotiation. By this point, you have recognized the full savings and effort from our service, which you requested when you enrolled.Regards,BILLSHARK

Ms [redacted], in order to rectify the situation, we have gone ahead and voided your invoice, per your complaint/request, which should resolve this issue in its entirety.

Revdex.com: Btw. It's Mr. 
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Ms. [redacted],I'm not quite sure what to do with the information you attached. As previously stated, we can easily resolve this issue for you. However, we need to communicate with you and your provider to accomplish this. Please let us know how you would like to proceed.Regards,-BILLSHARK

Mr. [redacted],Thank you for better articulating your issue. We've gone ahead and refunded your invoice per your request and concern with the service. BILLSHARK

I would like a copy of any signed agreements containing my signature. In addition to a complete terms of service contract you have.  [redacted] refered me to you as a vendor, you were to provide the service. Therefor my complaint is with Billshark.  Thank you,[redacted] 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 # [redacted]. Please add your rejection comments below. 
[If you are rejecting the business's response please enter your rejection comments here.]
Regards,
[redacted]

The customer enrolled in our service on January 16, 2017 at 2:05PM (ET). Customer enrolled via the website and provided a copy of their Charter bill along with the account holder's DoB and last 4 of SSN. An account CAN NOT be created without accepting the terms and conditions of service. In this...

case we were successful in negotiating the customer's bill and saved a total of $260. As per the terms, the customer agreed to pay 40% of the savings achieved. It's also important to note that we do not feel the account was "accidentally" created as the customer provided us with special instructions (see below). The customer enrolled in the service, agreed to the terms of the service, to which we performed on those services as requested. Special InstructionsMy internet is terrible, it cuts out at least 20 times a day. I\'ve had them here multiple times and it\'s still not fixed. If it isn\'t fixed or they can\'t lower the price since i\'m getting substandard service, I\'m going somewhere else.

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 # [redacted].
While the response details the activities that occurred, including the 20 days it took to get a verbal response, it does not address the main issue.  The issue was the fact that my programming was changed in order to "capture" the savings.  I did not authorize any programming change.  That was my concern.  Yes I understand that in order to "lock-in" savings sometimes you have to take it then, but to add movie channels to our programming that we did not authorize crosses a boundary.  If I would have wanted the additional movie channels, I would have added them myself.  The movie channels that were added crossed a boundary of what we allow in the house.  [redacted] and [redacted] do not show appropriate material in our opinion and cross a moral boundary.  From what I understand, BillShark is simply authorized to negotiate lower bills not change programming.   Since submitting this complaint though, I have spoken with BillShark and they have agreed to satisfy this issue. 
Regards,
[redacted]

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 # [redacted]. . 
 We cancelled with [redacted] due to the fact that BillShark has compromised our account. 
Regards,
[redacted]

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 # [redacted].. 
I have no evidence of these savings from my sharks.  While the company has indicated these savings, I have not been able to find them on my bills.  While I appreciate the company's effort by stating that they found me savings, there is absolutely no evidence of these savings.  Show me proof of the savings. Thank you. 
Regards,
A [redacted]

Hi [redacted],You signed up for our service back on 01/12/17 and submitted your [redacted] bill. On 02/20/17, we successfully completed the negotiation and saved you $30 per month starting in February 2017 for a 24 month period, as well as one-time credits of $35.99 and $30. That's a total savings of...

almost $786. On that day (2/20), we emailed you an invoice for our services (attached here).Around the same time, we were working on negotiating your other bill ([redacted]) and waiting on some info regarding your account. Unfortunately we never obtained that info from you and an invoice was generated from that incomplete negotiation. During that time frame, our company was still small and short-staffed. We were also experiencing an enormous spike in volume of bills being submitted as we were recently featured on a [redacted] news broadcast. That is no way an excuse for our error in duplicating your invoice, but it is definitely some of the reason behind the unfortunate situation that occurred. In our defense, communication was never made by you to our Customer Service team that you had received two separate invoices for the same amount. We would have definitely looked into the issue right away and resolved the situation. We sent you 16 payment reminders for both invoices over many months in an attempt to collect payment before sending your account to collections in early June 2017. It wasn't until 8/10 that we received negative feedback from you regarding the services provided to you. By this point, you have benefited from almost six months of savings (including the 2 one-time credits) from the time and effort of our service, which you requested when you originally enrolled.Since learning of the negative feedback, we have voided the duplicate invoice and notified the collection agency to remove that invoice from their system. Due to our mistake, we're offering 20% off your valid invoice and we'll ask the collection agency to no longer contact you as long as there is a promise to pay for our services rendered.Regards,BILLSHARK

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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Thank you for expediting  removal. 
Regards,
[redacted]