Dispute Resolution,Attached is the response for the complaint ID# [redacted] please let me know if you need any further information.Regards, Kevin H[redacted] Manager of Consumer Support CCBill.com, LLC E-Mail: [redacted] Phone: [redacted] Fax: [redacted]
Hello, Here is the response from complaint number [redacted] regarding transactions on Ms. [redacted] account. Please let me know if I can be of any further assistance. Regards, Kevin H[redacted]Manager of Consumer SupportCCBill.com, LLCE-Mail: [email protected]: [redacted]...
To whom it may concern,It appears Mr. [redacted] subscribed to an adult dating website on June 21, 2015 for an annual membership. CCBill processes the payments for this website, but unfortunately, we do not manage the service so we are unable to verify Mr. [redacted] interactions with other...
members. However, we do understand some members may breach the terms of service and may abuse their privileges as members. We have refunded the charge of $95.40 and we reported the incident to the website for further investigation. The refund should take 7-10 days to process back to the customer's card.Please let us know if you have any questions.Regards,[redacted]CCBill LLCDirector of Consumer Services
April 3, 2017 Revdex.com Arizona Dispute Resolution Department 4428 North 12th Street Phoenix, AZ 85014 RE: Mr. William P[redacted] - Complaint ID# [redacted] Dispute Resolution, CCBill, LLC is the third party payment processor for thousands of different websites and...
services around the world. On April 1, 2017, Mr. P[redacted] attempted to make a purchase to a website that we process billing for. Our record shows that there were two transactions that were declined by his bank. He contacted us to confirm that his bank has denied the charges and attached a screen shot that shows six charges in a processing state. Mr. P[redacted] has stated that he only tried to process the transaction once but our record shows that there was one attempt on 2017-04-01 [redacted] and another attempt 25 seconds later on 2017-04-01 [redacted]. Since these transactions are very close together, it’s a possibility that the “complete purchase” button was submitted multiple times and has caused the other pending charges on his account. We have ran a search in our active look up and do not see any active purchases so all of the pending hold will drop off. These pending holds normally drop off within 3-5 business days. If the pending holds have not yet dropped, we can have Mr. P[redacted] respond back to us with his bank’s fax number. We will then be able to fax his bank a request to release the preauthorization hold in an effort to expedite the process. Regards, Joe S[redacted] Consumer Support Supervisor CCBill.com, LLC E-Mail: [redacted] Phone: [redacted]
RE: [redacted] - Complaint ID# [redacted]Dear Ms. [redacted],CCBill, LLC is the third party payment processor for thousands of different websites and services around the world, including the subscription that Mr. [redacted] signed up for on the 16th of May. Upon investigating...
this issue, I found a number of issues worth discussing and feel confident that this matter will be resolved.I found that Mr. [redacted] first contacted us within a few hours of signing up stating that he was having issues with accessing the site. At this point, the representative that he spoke with confirmed that the username and password were working and allowing access to the members area. In cases where the customer can’t access the site, yet when we test the same user information and are allowed access, our troubleshooting shifts to working with the customer to resolve the matter on their end since the error isn’t with the website. So once the access was verified, he was sent an email that listed the correct user information, along with some troubleshooting tips for clearing cookies and other file data that can prevent access to secure sites. He contacted us shortly thereafter stating that it still wasn’t working, so we extended his membership by a few days and escalated the matter to the webmaster of the site. The webmaster of the site replied within about an hour to state that the Mr. [redacted]’ access had been restricted with a block placed on his IP address, which is a standard security measure used by most any company providing secured access to material. When incorrect user information is entered more than a set number of attempts, usually three, the IP address is blocked to prevent people from trying to break into the secured area of a website. This is usually a time lock, releasing after a few hours after the last attempt. In this case, the webmaster confirmed the user information and released the IP block from the customers account to assist with him getting access. It was after this when things starting to deteriorate. When Mr. [redacted] contacted us on the 18th, he spoke with one of my supervisors that confirmed that the matter had been addressed and resolved by the webmaster and that his user information was, once again allowing access to the site. To this, Mr. [redacted] cursed at my supervisor and hung up. He called back shortly after, and speaking to the same supervisor, became verbally aggressive. This continued for a number of minutes before the supervisor determined that Mr. [redacted] had gone well pass the point of simply being upset with the outcome of his complaint and became outright abusive to an unacceptable level. While I don’t feel it necessary to document the exact statements made by Mr. [redacted] during this conversation, I do feel that overall nature of these interactions areenough to support the decision made regarding Mr. [redacted].I feel absolutely confident that my staff, as well as the staff of the website, did everything in their power to assist Mr. [redacted] with him getting access to his subscription, but it seemed more as though his only intention was on getting a refund, rather than access. On May 18, during the final conversation documented above, my supervisor did refund Mr. [redacted] in the amount of $19.95. Refunds can sometimes take 7 to 10 business days to process and return to customers accounts, and with national holidays in between, sometimes longer. Mr. [redacted] should be receiving these funds within the week. Regards, [redacted]Manager of Consumer SupportCCBill.com, LLC
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint...
Dispute Resolution,Attached is the response for the complaint ID# [redacted] please let me know if you need any further information.Regards, Kevin H[redacted] Manager of Consumer Support CCBill.com, LLC E-Mail: [redacted] Phone: [redacted] Fax: [redacted]
Hello, Here is the response from complaint number [redacted] regarding transactions on Ms. [redacted] account. Please let me know if I can be of any further assistance. Regards, Kevin H[redacted]Manager of Consumer SupportCCBill.com, LLCE-Mail: [email protected]: [redacted]...
[redacted]Fax: [redacted]
To whom it may concern,It appears Mr. [redacted] subscribed to an adult dating website on June 21, 2015 for an annual membership. CCBill processes the payments for this website, but unfortunately, we do not manage the service so we are unable to verify Mr. [redacted] interactions with other...
members. However, we do understand some members may breach the terms of service and may abuse their privileges as members. We have refunded the charge of $95.40 and we reported the incident to the website for further investigation. The refund should take 7-10 days to process back to the customer's card.Please let us know if you have any questions.Regards,[redacted]CCBill LLCDirector of Consumer Services
Please see attachment.
April 3, 2017 Revdex.com Arizona Dispute Resolution Department 4428 North 12th Street Phoenix, AZ 85014 RE: Mr. William P[redacted] - Complaint ID# [redacted] Dispute Resolution, CCBill, LLC is the third party payment processor for thousands of different websites and...
services around the world. On April 1, 2017, Mr. P[redacted] attempted to make a purchase to a website that we process billing for. Our record shows that there were two transactions that were declined by his bank. He contacted us to confirm that his bank has denied the charges and attached a screen shot that shows six charges in a processing state. Mr. P[redacted] has stated that he only tried to process the transaction once but our record shows that there was one attempt on 2017-04-01 [redacted] and another attempt 25 seconds later on 2017-04-01 [redacted]. Since these transactions are very close together, it’s a possibility that the “complete purchase” button was submitted multiple times and has caused the other pending charges on his account. We have ran a search in our active look up and do not see any active purchases so all of the pending hold will drop off. These pending holds normally drop off within 3-5 business days. If the pending holds have not yet dropped, we can have Mr. P[redacted] respond back to us with his bank’s fax number. We will then be able to fax his bank a request to release the preauthorization hold in an effort to expedite the process. Regards, Joe S[redacted] Consumer Support Supervisor CCBill.com, LLC E-Mail: [redacted] Phone: [redacted]
RE: [redacted] - Complaint ID# [redacted]Dear Ms. [redacted],CCBill, LLC is the third party payment processor for thousands of different websites and services around the world, including the subscription that Mr. [redacted] signed up for on the 16th of May. Upon investigating...
this issue, I found a number of issues worth discussing and feel confident that this matter will be resolved.I found that Mr. [redacted] first contacted us within a few hours of signing up stating that he was having issues with accessing the site. At this point, the representative that he spoke with confirmed that the username and password were working and allowing access to the members area. In cases where the customer can’t access the site, yet when we test the same user information and are allowed access, our troubleshooting shifts to working with the customer to resolve the matter on their end since the error isn’t with the website. So once the access was verified, he was sent an email that listed the correct user information, along with some troubleshooting tips for clearing cookies and other file data that can prevent access to secure sites. He contacted us shortly thereafter stating that it still wasn’t working, so we extended his membership by a few days and escalated the matter to the webmaster of the site. The webmaster of the site replied within about an hour to state that the Mr. [redacted]’ access had been restricted with a block placed on his IP address, which is a standard security measure used by most any company providing secured access to material. When incorrect user information is entered more than a set number of attempts, usually three, the IP address is blocked to prevent people from trying to break into the secured area of a website. This is usually a time lock, releasing after a few hours after the last attempt. In this case, the webmaster confirmed the user information and released the IP block from the customers account to assist with him getting access. It was after this when things starting to deteriorate. When Mr. [redacted] contacted us on the 18th, he spoke with one of my supervisors that confirmed that the matter had been addressed and resolved by the webmaster and that his user information was, once again allowing access to the site. To this, Mr. [redacted] cursed at my supervisor and hung up. He called back shortly after, and speaking to the same supervisor, became verbally aggressive. This continued for a number of minutes before the supervisor determined that Mr. [redacted] had gone well pass the point of simply being upset with the outcome of his complaint and became outright abusive to an unacceptable level. While I don’t feel it necessary to document the exact statements made by Mr. [redacted] during this conversation, I do feel that overall nature of these interactions areenough to support the decision made regarding Mr. [redacted].I feel absolutely confident that my staff, as well as the staff of the website, did everything in their power to assist Mr. [redacted] with him getting access to his subscription, but it seemed more as though his only intention was on getting a refund, rather than access. On May 18, during the final conversation documented above, my supervisor did refund Mr. [redacted] in the amount of $19.95. Refunds can sometimes take 7 to 10 business days to process and return to customers accounts, and with national holidays in between, sometimes longer. Mr. [redacted] should be receiving these funds within the week. Regards, [redacted]Manager of Consumer SupportCCBill.com, LLC
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint...
resolved.
Regards,
[redacted]