Billshark

Mr. [redacted],I apologize for your experience. Unfortunately, we run into instances where the provider promises one thing, but delivers another. Sadly, this is the case with your account. We have records showing your provider promised us (you), the amount we communicated to you following the...

negotiation. Unfortunately, they did not live up to their promise. As a result, I've gone ahead and refunded your fees. 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 # [redacted].  
I never agreed to pay for the service and I have a different understanding of what they would be negotiating for me.  As well they cut two months off the full year I had already had so they owe me that money if they even want to have a conversation. 
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].  
 
Regards,
[redacted]

Dear [redacted], You signed up for our services on Feb 20, 2017 at 8:40 pm through one of our partners.  We then negotiated your [redacted] bill on February 21 at 4:23 pm.  Prior to us negotiating your [redacted] bill you contacted us via email on February 21, 2017 at 8:41 pm requesting to...

cancel your request for us to negotiate.  On February 22, 2017 at 8:07 am we honored your request and canceled the negotiation process on the other two bills you had submitted and advised we could not cancel the [redacted] as the negotiation had already been successfully completed. On February 27, 2017, we tried contacting you by phone however your mailbox was full and we were unable to leave a message.  To make sure we responded to your concerns we followed up the phone call with an email and left our direct callback number for you to return the call.  March 2, 2017 @ 8:26 pm you then sent another email stating you wanted a “verbal” response from us which we did on March 22, 2017 at 11:23am via another message for you explaining that your [redacted] account already had [redacted] and it was not added during the negotiation and that [redacted] and [redacted] were given by [redacted] as a free trial. We informed you that this free trial would fall off in 6 months and 4 months respectively you would not have to call [redacted] to have them removed’ additionally, these added services do not affect the cost of your monthly service or the amount of savings we had achieved. March 2, 2017, we also spoke to you via phone and had adjusted your invoice by 10% as a courtesy.  At that time, you advised us you were calling [redacted] to talk to them directly about [redacted] and at that time you would cancel [redacted] and [redacted].  At this point, we assumed we had closed the loop and resolved any issues you had with our service. On April 13, 2017, we received a survey stating you were unhappy.  Again, we reached out to you on April 14, 2017 at 11:45 am to see how we could help resolve any remaining issues you had.  You responded to us on April 22, 2017 at 11:12 pm explaining why you were unhappy. In this response, you stated “I quickly went through the process to have BillShark look at a couple of my bills under the belief that I would be contacted about any savings available.” Unfortunately, and as stated in our terms, we do not “present” savings to the customer prior to locking them in. The reason for this has to do with the complexities involved in the negotiation with the providers. When we call the provider on your behalf, we do everything in our power to save the most amount possible, and lock it in. We also make every effort to be as transparent as possible about the process. Regards,BILLSHARK

Mr. [redacted],You enrolled in our service directly through a channel parter on 12/3/2016 at 12:49PM. Canceling your relationship with the referring partner does not terminate your agreement with us. In reviewing your account, it looks like we were able to save you several hundred dollars on your [redacted]...

bill. Are you disputing the savings? If so, we would be more than happy to verify this for you, as we guarantee our service.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 # [redacted].  
After, what I thought was a successful resolution, someone from Billshark called [redacted] yesterday, February 27, on my behalf, without my permission.  I want Billshark out of my life and out of my personal accounts. Regards,
[redacted]

Hello Mr. [redacted],You enrolled with our service back on December 7th, 2017 via an app from our partner, True Bill. You submitted bill images related to one of your monthly bills, [redacted], in which you had bundled internet, TV and phone service. The next day your shark [redacted] sent you an e-mail...

asking for your PIN as he was unable to negotiate your bill. You provided the necessary account info and he was able to contact [redacted] on your behalf on 12/08/17 to obtain any savings on your service plan. Initially he was able to negotiate $45 per month savings on your bundled service as well as an increase in your internet speed of 640Mbps. He was also able to obtain a premium channel discount of $29.99 off per month. It was communicated to [redacted] by the [redacted] rep that your channels would stay exactly the same and nothing was going to change with your service, other than an increase in internet speed. Also, this new package deal came with a 24-month contract which you had agreed to during the negotiation. That same day [redacted] also provided an e-mail breakdown of the savings along with some other useful info regarding your new package.Now, unfortunately, the provider gave us incorrect information as your service didn't stay exactly the same as your bundle package had changed and you lost the NFL RedZone channel as a result. After notifying us of that fact on 12/10/17, [redacted] contacted [redacted] again on 12/12/17 and was able to put you back into the Ultimate HD bundle package including NFL RedZone. He was still able to retain some savings from the initial negotiation phone call as well as the increase in the internet speed. Instead of getting you a total of $74.99 off your monthly bill, it was now going to be $59.99 off your bill which was still great savings! [redacted] sent you a revised savings breakdown e-mail reflecting you being back in your previous bundle package as well as when the savings were going to be reflected on your bill, which was going to be the 01/22/18 to 02/21/18 cycle. Since the savings were for 24 months, your total savings were going to be $1,439.76 ($59.99 X 24 mos.). Your invoice was 40% of the total savings and ended up being $575.90, which we e-mailed to you on 12/15/17.You then e-mailed us on 12/12/17 after receiving your revised savings summary asking us to NOT contact [redacted] any further. We respected your wishes and did not contact the provider again. After receiving your invoice on 12/15/17, you e-mailed us 12/19 saying: "This bill is not going to be paid as previously discussed with others at your team, this is a fraudulent transaction." [redacted] in Customer Service explained again that it was the provider that had promised to us that your service wasn't going to change and because of that, we put you back into your previous bundle package on 12/12 but were still able to obtain some great savings. She also reiterated that it was explained to you in [redacted] revised savings summary e-mail he sent to you on 12/12. You sent another e-mail saying you cancelled our service effective when the shark failed to do his job and that we are "frauds and bait and switch masters." We replied that if you cancelled your service, please provide documentation so that [redacted] could speak to Accounting about your invoice. You then provided a copy of your December bill and we explained to you that the savings weren't going to be reflected on that bill (also explained in both savings summary e-mails), they were going to be on the subsequent bill. We asked that you provide your next bill so we could confirm the savings were on your plan without having to contact the provider. The last we had heard from you was late December 2017 and then we received another e-mail from you in early February 2018 saying that your bill had not been lowered. Since we still hadn't received your latest statement (January's), she contacted [redacted] on 02/05/18 to confirm that the savings were there. It was strictly an inquiry call and not a negotiation call as we wanted to verify the savings we obtained were there. She confirmed that they were and provided you with a monthly bill breakdown of before and after our negotiation. You disagreed with the info she provided and we asked you to provide your latest statement. You then proceeded to provide a copy of your December again as well as your January statement (both statements attached). Now what was extremely odd to us was that your January bill looked EXACTLY the same as your December statement, except some few minor details. It appears that you had altered the .pdf version of the January statement as the dates appeared to have been sloppily updated and weren't consistent as the last page still reflected December 2017. The numbering scheme on the pages of the January statement were also inconsistent.From that point on, we stopped communicating with you as we were no longer sure we were going to get truthful and honest information. [redacted] had spoke to [redacted] on February 5th confirming the savings were on your account and that was solid proof that our invoice was valid. Until we are provided with an accurate monthly statement, either from February or March, then we can not adjust or void your invoice. We have been willing to work with you and the provider since the beginning, we just hope we get honest cooperation from the customer.In the interim, if you interested in any payment plan arrangements, we have options available to you at no extra charge. You can supply a recent monthly statement in .pdf form to [redacted]. Any questions or concerns, please do not hesitate to send us an e-mail at [redacted] or give our Customer Support team a call at ([redacted].Thanks and take care.-BILLSHARK

I would like proof of my acceptance of terms to send my attorney. 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]

Mr. [redacted],I can assure you there is no intention to be "sneaky" in getting customers to enroll in our service. Our only goal is to provide a great experience and save our customers the most amount possible on their bills. The only possible way to enroll in our service, is by providing all the required information, and agreeing to the terms and conditions, which you did. In reviewing your account, it looks like we were successful in saving you over $300 with your provider. Are you claiming you did not receiving the savings you enlisted us to achieve for you? If so, we guarantee our service and will make every effort possible to ensure your savings.BILLSHARK

Mr. [redacted] enrolled in our service on 9/17/2016. On 9/19/2016 we successfully negotiated his [redacted] bill and saved him a total of $60; $10/mo for 6 months. As agreed upon by Mr. [redacted] during the enrollment process, he agreed to pay 40% of the total savings. We tried to contact Mr. [redacted] multiple...

times following the negotiation to inform him of the savings at which point the phone number he provided was disconnected. We attempted again upon hearing of his complaint, to the same result (disconnected). Regarding Mr. [redacted] ability to contact us; our direct number is included on the bottom of the invoice. Per our guarantee, if the savings promised by the provider is not accurately reflected on the customer's account, we will (re)verify the savings with the provider ([redacted] in this case). Upon hearing of this complaint, we were able to verify the savings is in fact intact on the customer's account with [redacted]. Our stance is that we properly satisfied Mr. [redacted] request to save him money on his bill, and as a result expect him to fulfill his end of the agreement. We are however, willing to make concessions to reduce/remove the amount owed if Mr. [redacted] contacts us directly (at the direct number identified on his invoice: ###-###-####) to explain any continuing or new issues with the service provided.

Hello Mr. [redacted],Thank you for the additional info and providing us the opportunity to rectify your situation. In regards to your [redacted] bill, we've since voided that and removed it from the Collection Agency system as well as had any negative marks removed from your credit report. We definitely understand your frustration and we're sincerely sorry about that egregious error. Like I said previously, we were handling your account during a very overwhelming time for our business and unfortunately mistakes were made.In regards to your [redacted] bill, please send us your latest statement to [email protected] so that we can review it and contact [redacted] to discuss your service plan. We stand by the services we provide and the savings we obtain from these service providers. We will make every effort to ensure the savings are applied to your plan. If after contacting [redacted], the savings are NOT there, we will go ahead and void your invoice, we'll have the Collection Agency remove your info from their system and remove any negative marks from your credit report. If only a portion of the savings are there, we will adjust your invoice accordingly. If ALL the savings we obtained in February are still on your plan, but your monthly bill went up due to unrelated circumstances, then our invoice is still valid and we'll still go ahead and discount it by 20% due to this unfortunate situation. Whatever the case may be, we'll take the necessary steps to get your invoice right. We just need the necessary info from you in order to work on your account with [redacted].Please provide us with whatever statements you can since February so that we may review and address the savings with [redacted]. We would very much like to solve this situation, but we need your help to do so.Thanks.BILLSHARK

Here is the docs thats shows not chargeRevdex.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].  
 
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]. . 
  From your Terms of Service:1. "You authorize and consent to all discounts BILLSHARK obtains if the negotiation does not reduce the quality of your existing service."This was NOT the case. My original plan, before Billshark made changes to it, included unlimited voice and text with a limited number of minutes that could be rolled over for up to a year. I was told on the phone was that Billshark had negotiated a better rate and plan without any side-by-side comparison of plan differences. It was clear that no research had been done aside from reading the plans' dollar differences and the word "unlimited" to justify the change to said "better" plan. The plan was changed to a "cheaper plan" that lowered my quality service. I went from having 4g lte speeds to 3g speeds as verified by [redacted] customer support with written proof of said differences in data speed. Wireless speeds were also noticeably slower as I use data pretty heavily and my wireless call quality was noticeably worse. The plan I was switched to was on that maxes out at 3g(3mbps) speeds, while my older plan "unlimited data for [redacted] on 4g lte" 's speed is as stated in the plan's name.2. Signing up with our service by submitting personal information and monthly billing information authorizes BILLSHARK and all authorized BILLSHARK agents to negotiate with your monthly service providers as an authorized agent on your behalf in an effort to lower your monthly service provider bills (the “BILLSHARK Services”). By using the BILLSHARK Services, you acknowledge and permit BILLSHARK to utilize the information provided to BILLSHARK to negotiate billing rates with your service providers.Billshark's website states that they have no "hidden agenda".A Billshark agent claimed to be me and did not inform [redacted], at any time, that they were my representative that was authorized to make changes on my behalf. As my representative or authorized agent, they should have disclosed that they were a third party authorized to make changes on my behalf instead of pretending to be me. [redacted] has no records of any third party listed or identified as making changes to my account on my behalf, except me. The rep stated that "I" had made the plan changes on my account with no other person listed as a caller or registered authorized user. I was also told that I had initially threatened to close the account earlier in the day and then again around 3PM the same day. My phone records do not show any calls to [redacted] around these times. This is identity fraud as Billshark is not authorized to "be" or pretend to be the account holder (myself) in any of their dealings with my wireless carrier.3. The invoice that was sent on 4/14/17, which stated that it was sent out on 4/6/17. No invoice was sent to my email the next day as stated by the Billshark rep over the phone around 1239 PST 4/3/2017 or prior to 4/14/17. The only email that was sent concerning my plan changes, was a description of what he did on "my behalf" and how much savings were achieved. This is  before estimated taxes or any other discounts already on the account. Billshark does not look as to when an account's current plan contract ends before changes are made. Billshark arbitrarily charged me for two years of service. An email sent the same day right after the summary of negotiations achieved was a link to Billshark support email after I complained that I was not saving anything during the initial call from Billshark. I received an invoice via email  on 4/14/17 stating that I owed charges of $431.91.  The invoice was stated to be sent on 4/6/17, but was not received until 4/14/17. I have searched my email regularly for the words Billshark with no result for said invoice until 4/14/17, which is when the invoice was initially recieved. No, there wasn't an email in my spam/junkmail folder as gmail searches all folders. There was also no invoice from Billshark in the mail. Based on Billshark's Terms of Service, the invoice is null and void. Also, it appears that there are potentially fraudulent business practices carried out by Billshark that could be considered a crime or very questionable at the least.
Regards,
[redacted]

Hello [redacted],You enrolled with our service back in November 2017 and submitted multiple bills to have us negotiate. Some of the bills you submitted we don't negotiate, but you did provide your [redacted] bill which is a provider we do deal with regularly. Unfortunately, when we negotiated your [redacted]...

bill on 11/28/17, we weren't able to save you money as you were in an existing promotion and the provider didn't offer any other discounts or savings. You then came back to us in December 2017 and provided your [redacted] bill for us to negotiate and this time, we were successful! We were able to obtain a promotional discount off your equipment that amounted to $14.85 off per month for the LIFE of your account!! In an e-mail sent to you on 12/28/17, we provided an explanation of the savings we obtained for you that didn't include a contract, as you had not given us permission to put you in a contract when you signed up. Our fee is 40% of the total savings (capped at 24 months) which is advertised throughout our website and mobile app as well as in all of our partner apps. It is also explained in greater detail in our terms and condition that savings across a 24-month period is what is determined when calculating our fee, pending the savings extend beyond the 2-year mark, which in your case it does.Now in the situation with service providers, whether it be cable, internet, wireless, etc., can increase their prices at any given moment with no regard to their customers. That is just how some of them have always conducted their business and will probably continue to do so. Providers can NOT guarantee they won't raise their prices and we obviously can NOT control that from our perspective. Also, we can NOT factor that into how we approach our business as that is a virtual unknown. We simply work every single day to obtain as much savings for our customers as we can, keeping in mind any special instructions provided during enrollment. In your case, they were offering a promotional discount to your existing service that wasn't going to change your current service, it was simply straight savings. We do NOT have the ability to pick and choose what savings we can get as sometimes the providers don't offer any at all. All we can go off of is what the providers communicate to us and expect they keep their end of the bargain and reflect the savings going forward on the customer's service plan.We received your e-mails into our Customer Service system that you were unhappy about the savings we obtained for you as they were not up to your satisfaction. Like I said previously, we can't decide what savings we can obtain as we do NOT work for the providers, we work for YOU, the customer. We corresponded to all of your e-mails into Customer Service and had asked for you to provide confirmation of removing the savings to your service plan, which you said back on 01/03/18 that you were going to provide to us ASAP. We have yet to see any confirmation of you reverting the changes and until you do so, our invoice still stands. You enrolled with our service to have us negotiate savings off of your monthly bill, which is exactly what we did for your [redacted] bill. We expect to be compensated for it as we spent time and effort haggling your bills and we produced positive results!We do have payment plan options available if our fee doesn't fit into your budget. Just let us know and we can certainly work something out.Any questions or concerns, please do not hesitate to send us an e-mail at [email protected] or give our Customer Support team a call at ([redacted].Thanks and take care.-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. 
Regards,
[redacted]

Mr. [redacted], when complaints leave our internal ticket systems and move over to Revdex.com, we don't have an easy way to integrate both communication channels. Since you had an active trouble ticket in our system, it was being worked by the Support Team to resolve. Once we closed the issue in Revdex.com, there is a delay in closing it in our ticket system. Our Sharks work their hardest to save as well as resolve issues for all our customers. We have closed out your ticket as of now. Just note, that during that call to your provider, we did save you money.

I previously made a complaint about this business under #[redacted] and I believed the issue was resolved. But, in the last two weeks, I have received two calls for collections from this business.  I wish Billshark would adhere to our agreement.
Regards,
[redacted]

Hello Ms. [redacted],You signed up with our service via the app of one of our partners, True Bill, back on December 19th, 2017. You provided us with info related to a couple of your monthly bills, specifically [redacted] Wireless and [redacted]. Unfortunately, you did not provide us with...

enough account info for your [redacted] bill and we were unable to negotiate any savings on your behalf. We did, however, successfully negotiate some savings on 12/21 for your [redacted] Wireless bill.You were currently in an unlimited plan and paying $65 for the plan and $20 for one line. We were provided with 3 months' worth of historical data usage showing you had used an average of 4.5 GBs of data per month and moved you into a 5GB plan at $40 per month and still $20 for the one line. As part of our services that a customer agrees to when they sign up with us (explained in further detail in our terms and conditions) is that we will streamline a customer's plan wherever applicable. That is always pending we're able to obtain historical data usage, which in your case we were able to do. With the new 5GB plan we were able to reduce your monthly bill by $25.00 with no contract signed!! In an e-mail sent to you on 12/21/17, we gave you a breakdown of the savings that we obtained as well as some other useful info regarding your new data plan. Our fee is 40% of the total savings (capped at 24 months) which is advertised throughout our partner's apps as well as explained in detail in our terms and conditions.We received your e-mail into our Customer Service system back on January 21st, 2018 saying your monthly bill amount had not gone down and that you had communicated to [redacted] to not accept the plan change. Our Customer Service rep [redacted] asked for you to provide proof of not accepting the plan change (reverting your service plan to the unlimited plan) or allow us to contact [redacted] again to verify your service plan. With that information we would then be able to void your entire $240 invoice from us. You provided us with a screen shot from the [redacted] mobile app regarding your bill for cycle date 11/27 - 12/26. [redacted] had let you know that wasn't sufficient enough info as we would need your next month's statement. She attempted to contact [redacted] to verify your plan but you changed your pin. You then provided another screen shot of the mobile app showing your next bill's amount but not much other info. We responded letting you know that was still not enough info as it didn't confirm you were back in the unlimited plan. We asked you again to either provide the new pin so we could confirm with [redacted] or provide us with a .pdf copy of a more recent statement. The last response from us was about a month ago, on February 7th, and we still haven't received a response from you or any info confirming your current plan with [redacted].Due to the nature of our business, we have to put the onus on the customer to prove that the savings we obtained for them is no longer on their account. We're hired by customers to contact their providers on their behalf and negotiate any savings on their monthly bill. When we're able to do this successfully, which we did in your case, we require the customer to prove otherwise in order to refund/adjust or void their invoice. As long as you provide us with substantial proof, which can be a screen shot from the mobile app pending it reflects your current plan and effective date, we can then void your invoice. Typically the monthly bill statement will provide us with more than enough info, in your case it would be the statement from 12/27 - 1/26 billing cycle. You can send that in response to one of the customer service e-mails or to [redacted]. Once we receive that, we can then take the necessary action regarding your invoice.We do have payment plan options available if our fee doesn't fit into your budget. Just let us know and we can certainly work something out.Any questions or concerns, please do not hesitate to give our Customer Support team a call at ([redacted].Thanks and take care.-BILLSHARK