C B T Nuggets LLC

Complaint: ***I am rejecting this response because:
The company has bad business practices that relies on legal verbiage to resolve customers complaints instead of good business practices that lets customers know they are being charged every month when the charges occur.
Sincerely,*** ***

CBT Nuggets, LLC's Billing Agreement, located at https://www.cbtnuggets.com/billing, with a direct link on CBT Nuggets' homepage, in part, states the following:
By entering into a Billing Agreement with CBT Nuggets, you authorize CBT Nuggets to use automatic billing and to charge your credit card...

on a recurring basis.
You agree to pay subscription charges on a monthly, semi-annual or annual term based on your subscription, under the following terms and conditions:
CBT Nuggets will charge your credit card or payment method each billing cycle (monthly, semi-annually or annually) as your subscription charges become due;
All payments are non-refundable and charges made to the credit card or payment method under this agreement will constitute in effect a "sales receipt" and confirmation that services were rendered and received;
To terminate the recurring billing process and/or arrange for an alternative method of payment, you must notify CBT Nuggets at least 24 hours prior to the end of the billing cycle;
You will not dispute CBT Nugget’s recurring billing charges with your credit card issuer so long as the amount in question was for periods prior to the receipt and acknowledgement of a written request to cancel your account or cancel individual licenses on your account.
The full Billing Agreement is attached hereto for reference.
Mr. [redacted] had an active subscription to access CBT Nuggets' online IT training video library, billed monthly per the clear terms of CBT Nuggets' Billing Agreement, commencing June 14, 2015 through January 13, 2016. In late January he contacted our customer service department to cancel his subscription and was promptly refunded the monthly payment for the period beginning January 14, 2016. At no point between June 14, 2015 and January 13, 2016 was Mr. [redacted] account inactive. 
Attached is the receipt from Mr. [redacted] June 14, 2015 order, which was sent to his registered email address. Under "Item" it clearly states "Will Auto Renew." Further the bottom of the receipt it clearly states that by "remitting payment to CBT Nuggets, LLC, you expressly acknowledge and agree that you are bound by the terms of CBT Nuggets, LLC's License and Billing Agreements," and provides links to both documents.
Thus, Mr. [redacted] received clear on conspicuous notice that the monthly subscription was subject to auto renew.

CBT Nuggets seeks to ensure that each customer has a positive online learning experience. In doing so, CBT Nuggets attempts to be as transparent as possible when communicating its terms and conditions to customers. When submitting an online order, all customers are informed that by completing the...

order the purchaser acknowledges acceptance of our License Agreement and Billing Agreement. A link to each agreement is provided for customers to review. The CBT Nuggets Billing Agreement states the following under Paragraph 2:
CBT Nuggets will charge your credit card or payment method each billing cycle (monthly, semiannually or annually) as your subscription charges become due;
All payments are non-refundable and charges made to the credit card or payment method under this agreement will constitute in effect a "sales receipt" and confirmation that services were rendered and received;
To terminate the recurring billing process and/or arrange for an alternative method of payment, you must notify CBT Nuggets at least 24 hours prior to the end of the billing cycle;
You will not dispute CBT Nugget’s recurring billing charges with your credit card issuer so long as the amount in question was for periods prior to the receipt and acknowledgement of a written request to cancel your account or cancel individual licenses on your account.
Additionally, all CBT Nuggets receipts include the following statement: "Unless you and CBT Nuggets, LLC otherwise agree in writing, by remitting payment to CBT Nuggets, LLC, you expressly acknowledge and agree that you are bound by the terms of CBT Nuggets, LLC’s License and Billing Agreements, which can be found at License Agreement and Billing Agreement." This statement also includes hyper links to each respective agreement.
When agreeing to a monthly subscription, CBT Nuggets recognizes that it falls within the financial responsibility of the customer to monitor credit card charges and follow clearly communicated cancelation procedures when a subscription is no longer utilized.  However, in an attempt to address Mr. [redacted]'s complaint, CBT Nuggets made an exception to the terms of the Billing Agreement by issuing a refund for 3 months of service.  This is not a company policy, as stated by Mr. [redacted].  While Mr. [redacted]'s frustrations are regrettable, CBT Nuggets has taken reasonable steps to address the grievance.

Complaint: [redacted]I am rejecting this response because:
 Firstly, during the initial conversation I had via chat with a customer service rep. I was told he could see that my account was :      "Jeremy A (1/18/2016, 1:22:44 PM): Yes, I am looking at your usage at the moment, and I do see that you haven't used it since July."
The full transcript is attached. 
Second, I have attached several screen shots that show I have watched a total of 8 hrs and 2 mins of video. 7 hours and 40 mins in June and 22 mins in July. You can see the very last time I accessed the account (before January when I discovered I was still being charged) was in July on the 17th (my billing cycle ended on the 13th of every month) . I would still like to be reimbursed for July - I thought I was still in my first month ( because there was not Clear and conspicuous disclosure of the auto-renewal being initiated I did not know I was in the second month. )
Lastly here is an excerpt from the Oregon Automatic Contract Renewal Law regarding Clear and conspicuous disclosure of contract terms:
Oregon Automatic Contract Renewal Law
Chapter 509
(2)  "CLEAR AND CONSPICUOUS"       means in larger type than the surrounding text, or in contrasting type, font, or color to the 
surrounding text of the same size or set off from the surrounding  text of the same size by symbols or other marks, in a manner that CLEARLY CALLS ATTENTION  TO THE LANGUAGE.  In the case of an audio disclosure, "clear and conspicuous" means in a volume and cadence sufficient to be readily audible and understandable.
 
As per the legal definition we see there was NOT  "CLEAR AND CONSPICUOUS" disclosure of the terms.
I would like to be refunded for July up until Dec at 99.00 each month totaling 594.00Sincerely,[redacted]