Casting360

Dear [redacted] we sincerely apologize for the inconvenience. After reviewing your account it appears that when you contacted Casting360 member support representative issued you a refund for $44.90 on 09/15/2017. Casting360 cannot control your interactions with other members, and we suggest for members...

to use their best judgement in their communications. We have went ahead and discontinued access of [redacted] for further review. We suggest for you to contact him directly to address this matter. If there is anything else we can do to assist, please let us know, that's what we are here for. Thank you in advance.

Initial Business Response /* (1000, 5, 2015/05/08) */
We sincerely apologize for the inconvenience. Casting360 makes every effort to insure new members are clear on all the terms and conditions of our service, and provides 10 days right to cancel the contact if any user decides this is not for them...

or they simply change their mind. Terms and fees of the service are presented to each new member verbally at the time of the registration, they are emailed along with the welcome email to make sure member has it in writing, and furthermore when member is accessing the website, they MUST click to confirm that they have read and agree with the terms and fees to PROCEED.
You may cancel your continuity membership at any time with no further obligation. When your continuity membership ends, no future charges will take place. Cancellations must be made by telephone. - Member Support at X-XXX-XXX-XXXX Monday - Friday 7am - 5pm Pacific time.
Casting360 has not received any calls regarding cancelling this membership, and when trial ended the monthly fee was accessed to the form of payment you have provided. In the complaint you have mentioned that you attempted to contact us, but was not able to get in touch with our support. Could you please provide more specifics so that we can avoid this situation with any other users / members as we do not show any records of you attempting to contact our support department.
We understand mistakes do happened and we have issued a curtsy refund of the $44.90 monthly charge. If there is anything else we can do to assist, please let us know, that's what we are here for.
PS: We tried attempted to call you a few times, and it sound like someone picks up the phone and does no talk.
Thank you in advance.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/06/11) */
Hello [redacted].
Following our phone conversation today. I was able to review the records for all 6 numbers you have provided, and I regret to inform you that I could not locate any records of your cancellation call in our system. At the same...

time I clearly see that you have not been using the service. With that said I have processed the refund for all the charges since the beginning of your membership. This could all have been avoided if we would have your correct email address on file, the good news is that we have implemented email verification system that allows us to confirm and verify deliverability to users email as they are placing the order. In other words today it's not possible to register with the invalid email.
You will see a portion of refunds posting back to your card, some charges that are too old will have to be refunded by check and it will be mailed to the following address:
[redacted] St
[redacted] XXXXX

Please let me know if you have any questions and I hope I was able to address your concern.
Thank you.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with the outcome pending the company follows through with what was outlined in the email.

Initial Business Response /* (1000, 5, 2015/06/16) */
Dear [redacted].
We sincerely apologize for the inconvenience. Please rest assured your subscription has been discontinued and you should not see any further charges from Casting360. When you called us on 06/09/2015 we were experiencing partial...

internet outages, and that has results in several calls including your call to be disconnected. Our protocol requires Support Representative to call the user back in this situation, however in your case call was disconnected before the agent gathered any of your information.
Please let us know if there is anything else we can do to assist you in this matter.
Thank you.

Initial Business Response /* (1000, 5, 2015/09/09) */
Dear [redacted].
We apologize for the inconvenience. New Members receive a 14-day trial in which they can submit to casting calls. After your 14-day trial period your membership continues at $44.90 per month and will be automatically...

charged/debited on or about that same date to the credit card you provide today or from the checking account associated with the debit card you provide today. Your trial begins on the day you register as a Member of Casting360. The first monthly fee will be charged the day after your trial ends; monthly charges will be made on the same date in subsequent months.
At this time we have issued you a credit for for registration fee as well as the monthly fee you have paid. The membership has been discontinued and you should not se any further charges by our company.
If there is anything else we can do please let us know, thats what we are here for.

Initial Business Response /* (1000, 6, 2015/08/06) */
We have contacted and informed the consumer that we have received her complaint. We apologized for the misunderstanding about charges. Casting360 does not and will not bill or charge any client without authorization, and this case was no...

exception. [redacted] was never charged the $1.98 registration fee as she requested during the call. Assured consumer that there will be no further billing from Casting360. If there is anything else we can do please let us know.
Final Business Response /* (4000, 12, 2015/08/26) */
Dear [redacted], please understand that sometimes it may take up to 48 hours for us to remove your info from future alerts and updates. We again apologize for any inconvenience. I don;t believe you will be receiving any future emails or SMS from Casting360. Thank you.

We sincerely apologize for the inconvenience. Casting360 makes every effort to insure new members are clear on all the terms and conditions of our service, and provides 10 days right to cancel the contact if any user decides this is not for them or they simply change their mind. Terms and fees of...

the service are presented to each new member verbally at the time of the registration, they are emailed along with the welcome email to make sure member has it in writing, and furthermore when user is login in to the website to proceed they MUST click to confirm that they have read and agree with the terms and fees. In this case terms and conditions were verbally accepted on 06/28/2017, copy was emailed to email address [redacted] and they were accepted upon log gin into Casting360.com from IP address [redacted]. Based on the terms of our service the fees are not refundable, however we understand mistakes do happened and we will issues a curtsy refund $89.80. It should be posting to your card account within 1-3 business days. If there is anything else we can do to assist you, please let us know, thats what we are here for. Thank you in advance.

Dear [redacted] We sincerely apologize for the inconvenience. According to our company policy new members such as yourself are not obligated to a monthly subscription. Additionally you or any new member should be able to discontinue / cancel the order at any time. Your order was never processed, and...

you should NOT see any charges form our company on your account. Representative that assisted you has violated the company conduct policy and is currently suspended. Your experience is not what our company strives for, and we would like to have an opportunity to provide you with 6 month of complimentary service to allow you experience our service for what it actually is. If this is something that you would be interested in please let us know. If there is anything else we can do to assist we are here for you. Thank you very much in advance.

Initial Business Response /* (1000, 5, 2015/04/14) */
Dear [redacted], we sincerely apologize for the inconvenience. Casting360 makes every effort to insure new members are clear on all the terms and conditions of our service, and provides 10 days right to cancel the contact if any user decides...

this is not for them or they simply change their mind. Terms and fees of the service are presented to each new member verbally at the time of the registration, they are emailed along with the welcome email to make sure member has it in writing. In this case terms and conditions were verbally accepted on 02/19/2015, and copy was emailed to email address [redacted]@hotmail.com.
Casting360 provides instructions on how to discontinue membership verbally, in terms and conditions, as well as in a help section of the website.
- www.casting360.com/help
- www.casting360.com/terms
If you have any suggestions on where else we can place the instructions on how to discontinue along with the member support contact information please let us know, we would love to consider.
We understand mistakes do happened and we have processed a courtesy refund all the fees [redacted] paid to Casting360 on 04/09/2015.
If there is anything else we can do to assist you, please let us know, that's what we are here for. Thank you in advance.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was refunded, thanks for taking held to my complaint

Initial Business Response /* (1000, 7, 2015/06/29) */
We sincerely apologize for the inconvenience. Casting360 makes every effort to insure new members are clear on all the terms and conditions of our service, and provides 10 days right to cancel the contact if any user decides this is not for them...

or they simply change their mind. Terms and fees of the service are presented to each new member verbally at the time of the registration, they are emailed along with the welcome email to make sure member has it in writing, and furthermore when member is accessing the website, they MUST click to confirm that they have read and agree with the terms and fees to PROCEED.
In terms and conditions and on every page of our site Casting360 provides the following disclaimer to make sure everyone has appropriate expectations: Casting360 is not a talent agency, employer or a talent scout; the site is only a venue. Casting360 does not promise or facilitate employment. The number of casting calls available varies by location, roles available and the level of experience required. As with any business, results may vary, and will be based on individual capacity, experience, expertise, and level of desire. There are no guarantees concerning the level of income the user may experience.
Based on the terms of our service, fees paid prior to cancellation are not refundable, however we understand mistakes do happened and we have issued a curtsy refund $44.90. If there is anything else we can do to assist, please let us know, thats what we are here for. Thank you in advance.

Initial Business Response /* (1000, 6, 2015/11/24) */
Dear [redacted].
We sincerely apologize for the inconvenience. Casting360 makes every effort to insure new members are clear on all the terms and conditions of our service, and provides 10 days right to cancel the contact if any user decides...

this is not for them or they simply change their mind.
When you spoke to our member support representative on 11/10/2015 they should have discontinued your subscription at your request. Because we have a large number of casting calls in your area the representative seems to cross the line from being encouraging to pushy, and this is not what we train. The representative has been issued a penalty, suspended for 10 days form work, and will be required to attend additional training before returning to work.
At this time your subscription has been discontinued and Registration fee in a sum of $2.98 was refunded back to your card. We would also like to offer you up to 6 month of a complementary service, to make sure you can truly evaluate Casting360 for what we are.
If there is anything else we can do at this point, please let us know, we are here for you.
Thank you.
Initial Consumer Rebuttal /* (2000, 8, 2015/11/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Casting360,
I appreciate your prompt response to my complaint. I do hope that the representative I had spoken with can return to work before the 10 days are up if they aren't already. I know what it is like to work in a similar field and I am aware of some of the inherent pressures placed on their shoulders.
As for the 6 month complimentary service, although it is generous, I would like to decline the offer. My only concern here was in not having to pay any further premiums for a service I did not intend on using, and that has been satisfied.
Thank you for your efforts

Dear [redacted], we sincerely apologize for the inconvenience. Casting360 new members receive a 10-day trial in which they can submit to casting calls. After 10-day trial period membership continues at $44.90 per month. You may cancel your continuity membership at any time with no further obligation....

Cancellations must be made by telephone. Unfortunately we have not received any calls form you requesting to discontinue your membership, and as a result when your trial period ended (08/17/2017) we accessed the monthly fee. When you contacted our member support department on 09/06/2017 representative voided the charge on your account, and discontinued the subscription to avoid further billing. If there is anything else we can do to assist, please let us know, that's what we are here for. Thank you in advance.

Initial Business Response /* (1000, 16, 2015/07/06) */
Dear [redacted]. After further investigation, we deemed that your membership should have been discontinued on 04/20/2015 per your request, and you should have not been charged the monthly fee. Based on this information we have processed a...

refund for the $44.90 charge, it should be posting to your card account within 1-3 business days. If there is anything else we can do to assist you, please let us know, that's what we are here for. Thank you in advance and we apologize for any inconvenience this [redacted] have caused.

Initial Business Response /* (1000, 5, 2016/01/06) */
Dear [redacted].
We apologize for the inconvenience. According to Casting360 Terms all cancellations must be done by telephone, therefore when we received an email from you on the 11/22/2015 our member support representative responded the next...

day and provided the direct number for you to call if you would like to discontinue your subscription. We have not heard from you since then, until 12/28/2015, by this time since we never received a cancellation request you already were charged for 2 month of service. Normally monthly fees paid prior to cancellation are NOT refundable, however we understand there are exceptions. As one of our representative informed you by phone on 01/06/2016 you should see a full credit of $169.70 on your card [redacted] within 3-5 business days. Again we apologize for the inconvenience, and of there is anything else we can do please let us know. Thank you.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/10/28) */
Dear [redacted].
We sincerely apologize for the inconvenience. Casting360 makes every effort to insure new members are clear on all the terms and conditions of our service, and provides 10 days right to cancel the contact if any user decides...

this is not for them or they simply change their mind. Terms and fees of the service are presented to each new member verbally at the time of the registration, they are emailed along with the welcome email to make sure member has it in writing, and furthermore when member is accessing the website, they MUST click to confirm that they have read and agree with the terms and fees to PROCEED.
According to the records you have signed up for two subscription services; casting call listings & acting lessons. Because of that reason you were charges for each of them monthly.
We have already issued a refund for the following charges and it should be posting to your credit card account in 1-3 business days: $1.98, $1.00, $44.90, $44.90, $39.95, $44.90. There is one more charge of $39.95 that we were unable to credit back to your card, so it will be mailed to you as a check refund. We will be mailing it to XXXX Xth [redacted] XXXXX.
The member support agent who assisted you have failed to meet our company standards and follow company policies, and therefore was terminated as of yesterday based on a separate infraction they received. We hope this will insure no other users will receive a similar experience as you have.
If you are interested we would be happy to provide you up to 3 month of complimentary service. If there is anything else we can do to assist, please let us know, that's what we are here for. Thank you in advance.

Initial Business Response /* (1000, 7, 2016/01/06) */
Dear [redacted].
We would like to apologize for the inconvenience and will do everything we can to address your concern. Our management has tried to contact you on the telephone number provided in the complaint, but we were not able to...

get a hold of anyone. Could you please provide us with the telephone number and email address that you used when registering with Casting360, so that we can accurately locate your account. Unfortunately we are not able to locate the account base don the name, email and phone number in this complaint. Thank you in advance.

Initial Business Response /* (1000, 5, 2016/01/13) */
Dear [redacted], we apologize for this inconvenience. We would like to inform you that your membership has been discontinued and you should not see any subscription charges form us. Furthermore we refunded the original registration fees back to...

your card [redacted]. According to the notes on your account, member support specialist that you spoke with on 01/11/2016 explained the benefits of our service and you agreed to continue your subscription. We sincerely apologize is it was not the case. If there is anything else we can do to assist you please let us know, that's what we are here for. Thank you.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */
Email from consumer 1/25/16
I have received an email from Casting360 and my membership has been cancelled. Thank you for taking the time and helping me.

Initial Business Response /* (1000, 5, 2015/10/19) */
We sincerely apologize for the inconvenience. Casting360 makes every effort to insure new members are clear on all the terms and conditions of our service, and provides 10 days right to cancel the contact if any user decides this is not for them...

or they simply change their mind. Terms and fees of the service are presented to each new member at the time of the registration, they are also emailed along with the welcome email to make sure member has it in writing. New members receive a 14-day trial in which they can submit to casting calls. After 14-day trial period membership continues at $44.90 per month. You may cancel your continuity membership at any time with no further obligation. Cancellations must be made by telephone. Unfortunately we have not received any calls form you requesting to discontinue your membership until 10/13/2015, and as a result when your trial period ended we accessed the monthly fee. We understand mistakes do happened and we will issues a curtsy refund for 2 monthly fees pair to date. It should be posting within 1-3 business days. Furthermore we would be happy to provide you up to 3 month of complimentary service. If there is anything else we can do to assist, please let us know, that's what we are here for. Thank you in advance.

Initial Business Response /* (1000, 6, 2015/11/10) */
Dear [redacted].
We sincerely apologize for the inconvenience. According to the company records you signed up for the 14 days trial as you stated, and the trial period ended on November 2nd, and therefore on November 3rd Casting360 billed your...

account for the monthly fee. It does not appear that you have contacted Casting360 in any way to discontinue your membership or express any challenges with the website till after the trial was over and the monthly fee accessed. We understand that mistakes happen, and are happy to provide you with the full refund of the registration as well as the monthly fee. Additionally we would like to offer up to 6 month of complementary service to make sure you get enough time to get your profile set up.
$44.90 - was refunded on 11/05/2015
$1.00 + $1.98 - was refunded on 11/10/2015
The agents you have spoken to will be issued a written warning and will be required to attend additional training to insure compliance with the company policies and core values.
If there is anything else we can do to assist you please let us know.
Thank you.