CCBill

Dear Ms [redacted] ,CCBill, LLC is the third party payment processor for thousands of different websites, including the ones that Mr [redacted] has made his complaint about I have investigated his claim that we have processed payments against his account despite his cancellation and it seems to be a matter of a simple mistake as opposed to thievery as suggested.When Mr [redacted] signed up for this day trial on December 3, he also agreed to a free day trial to another website at the same time This was likely a box that was already checked on the sign up page, or could possibly just been checked in error by Mr [redacted] during the sign up processWhen the subscription was approved, he would have received two separate emails from us One confirming the day trial and the other confirming the second subscription for the free day trial I did find that Mr [redacted] logged into the CCBill support page on December to cancel his day trial, but did not cancel the other subscription This is a relatively common mistake made by customers and one that, if given the opportunity, we resolve with relative ease through our support center.I was able to locate two emails sent by Mr*** at roughly the same time as he cancelled the subscription in question by logging into the CCBill support page, as he did with the other subscription the month before I have processed a refund for the two transactions that have processed against Mr [redacted] account for this subscription in the amount of $each These transactions will post to Mr [redacted] account within about to business days, if not sooner Regards, [redacted] ***Manager of Consumer SupportCCBill.com, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***.The action taken after I filed this complaint was all I was asking for in the first placeIt is disappointing that the business was only willing to do so after I'd raised this complaint, instead of doing so when I first requested itAs an aside, their emails continue to refer to me as a "valued customer," when -- again -- I have never been one.Otherwise, I find that this resolution satisfactory. The business claims to have removed my email from the transaction as requestedIf it has, in fact, done so, then I consider this complaint resolved
Regards,
*** ***

November 12, 2014 Revdex.com ArizonaDispute Resolution Department*** *** ***
*** *** *** ***
*** ** *** RE: *** *** * *** *** *** Dear *** ***, CCBill, LLC is the third party payment processor for thousands of different
websites and services around the world. I am sorry to hear that *** *** email address was errantly entered when one of our customer signed up for a subscription. While I do agree that the wording of the responses he received could have been better, the core of the response that *** *** received is correct. We are not able to simply purge information from our system once it has been linked to a processed transaction. As part of the requirements maintain a merchant account, it is necessary to keep a record of all the purchases made through our transaction gateway, which does include the customer information. So while we can’t completely purge this information from our database, we can alter the information on the transaction to ensure that *** *** doesn’t receive any more emails from us, as well as linking him to this purchase with all accessible search functions. We have blocked his email address to prevent its use in future transactions, as well changing the email address on file for the transaction listed in this complaint. Regards, *** ***Manager of Consumer Support*** ***
*** ***
*** *** * ***
*** ***

Dear Ms. [redacted],CCBill, LLC is the third party payment processor for thousands of different websites, including the ones that Mr. [redacted] has made his complaint about.  I have investigated his claim that we have processed payments against his account despite his cancellation...

and it seems to be a matter of a simple mistake as opposed to thievery as suggested.When Mr. [redacted] signed up for this 5 day trial on December 3, he also agreed to a free 3 day trial to another website at the same time.  This was likely a box that was already checked on the sign up page, or could possibly just been checked in error by Mr. [redacted] during the sign up process. When the subscription was approved, he would have received two separate emails from us.  One confirming the 5 day trial and the other confirming the second subscription for the free 3 day trial.  I did find that Mr. [redacted] logged into the CCBill support page on December 5 to cancel his 5 day trial, but did not cancel the other subscription.  This is a relatively common mistake made by customers and one that, if given the opportunity, we resolve with relative ease through our support center.I was able to locate two emails sent by Mr. [redacted] at roughly the same time as he cancelled the subscription in question by logging into the CCBill support page, as he did with the other subscription the month before.  I have processed a refund for the two transactions that have processed against Mr. [redacted] account for this subscription in the amount of $29.95 each.  These transactions will post to Mr. [redacted] account within about 7 to 10 business days, if not sooner.  Regards, [redacted]Manager of Consumer SupportCCBill.com, LLC

June 3, 2015  Revdex.com ArizonaDispute Resolution DepartmentAttn: LyndseyM ullens4428 North 12th StreetPhoenix, AZ 85014  RE: [redacted] - Complaint ID# [redacted] Dear Ms. Mullens, CCBill, LLC is the third party payment processor for thousands of different websites and...

services around the world, including the subscription that Ms. [redacted] signed up for to the [redacted].    I have reviewed this website, and while it’s not affiliated or endorsed by the state of [redacted], it also doesn’t claim to be.  In multiple locations, it does state clearlythis fact and that the services it provides are purely informational innature.  It also links to the [redacted] in multiple locations for customers that would prefer to go directly to the state services.  So in this vein, I do not believe that this site misrepresented themselves as something they were not.  I do, however, know that we have received similar complaints about their download not working properly.  This issue, while technical in nature, is still a substantial inconvenience to customers and I can certainly understand the frustration.   I can also understand the frustration of sending an email and not getting a response to it in a timely manner.  For this, I do apologize to Ms. [redacted] and would like this to serve as that response. Speaking from a technical position, we will respond to customer emails within 48 hours, however, we do strive to respond to the emails we receive in half the time if not sooner.   In accordance with this websites money back guarantee, I have refunded Ms. [redacted] in the amount of $22.95, which should reach her account within about 7 to 10 business days.  If there are any further concerns, please advise Ms. [redacted] that she can contact me directly and I would be more than happy to assist her.   Regards, Kevin H[redacted]Manager of Consumer SupportCCBill.com, LLC[redacted]

CCBill, LLC is the third party payment processor for thousands of different websites and services around the world, including the website [redacted].[redacted].  After reviewing Mr. [redacted] complaint, I have researched the issue and would like to provide my input.  At...

the first glance, this seemed like a fairly standard support issue that was more or less, outside the scope of the Revdex.com.  After digging into the matter a little more, I was able to locate the email that Mr. [redacted] sent us regarding his issues with access the site on the 12th, as detailed in the complaint, and we failed to respond until the 16th.  We have received an abnormally large number of support issues recently, causing us to fall drastically behind in our response times.  While this was largely unavoidable, I still find the delay in our response unacceptable and would like to apologize to Mr. [redacted] for our lack of service.  I do see that he did request a refund, however, if his intentions were to still use this service, I can ensure the matter is resolved and provide him with a two week extension of his membership as a token of our apology.  If he still wishes to have the charge refunded, I will comply with that request as well.  Please advise him to contact me directly at the email address listed below and I will ensure that his wishes are met as quickly as possible.  Regards, [redacted]Manager of Consumer SupportCCBill.com, LLC

Very rude customer service agent. When asked to speak to a supervisor, and while on hold, the agent cancelled my account(s) and blocked my future access.

November 12, 2014  Revdex.com ArizonaDispute Resolution Department[redacted]  RE: [redacted] Dear [redacted], CCBill, LLC is the third party...

payment processor for thousands of different websites and services around the world.  I am sorry to hear that [redacted] email address was errantly entered when one of our customer signed up for a subscription.   While I do agree that the wording of the responses he received could have been better, the core of the response that [redacted] received is correct.  We are not able to simply purge information from our system once it has been linked to a processed transaction.  As part of the requirements maintain a merchant account, it is necessary to keep a record of all the purchases made through our transaction gateway, which does include the customer information.  So while we can’t completely purge this information from our database, we can alter the information on the transaction to ensure that [redacted] doesn’t receive any more emails from us, as well as linking him to this purchase with all accessible search functions.   We have blocked his email address to prevent its use in future transactions, as well changing the email address on file for the transaction listed in this complaint.   Regards, [redacted]Manager of Consumer Support[redacted]

CCBill, LLC is the third party payment processor for thousands of different websites and services around the world, including the website [redacted].  After reviewing Mr. [redacted] complaint, I have researched the issue and would like to provide my input.  At...

the first glance, this seemed like a fairly standard support issue that was more or less, outside the scope of the Revdex.com.  After digging into the matter a little more, I was able to locate the email that Mr. [redacted] sent us regarding his issues with access the site on the 12th, as detailed in the complaint, and we failed to respond until the 16th.  We have received an abnormally large number of support issues recently, causing us to fall drastically behind in our response times.  While this was largely unavoidable, I still find the delay in our response unacceptable and would like to apologize to Mr. [redacted] for our lack of service.  I do see that he did request a refund, however, if his intentions were to still use this service, I can ensure the matter is resolved and provide him with a two week extension of his membership as a token of our apology.  If he still wishes to have the charge refunded, I will comply with that request as well.  Please advise him to contact me directly at the email address listed below and I will ensure that his wishes are met as quickly as possible.  Regards, [redacted]Manager of Consumer SupportCCBill.com, LLC

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

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 Support
CCBill.com, LLC
E-Mail: [email protected]
Phone: [redacted]
Fax: [redacted]

[redacted]  [redacted]

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,

I have reviewed the response made by the business in reference to complaint ID [redacted].The action taken after I filed this complaint was all I was asking for in the first place. It is disappointing that the business was only willing to do so after I'd raised this complaint, instead of doing so when I first requested it. As an aside, their emails continue to refer to me as a "valued customer," when -- again -- I have never been one.Otherwise, I find that this resolution satisfactory.  The business claims to have removed my email from the transaction as requested. If it has, in fact, done so, then I consider this complaint resolved.

Regards,[redacted]

CCBill, LLC is the third party payment processor for thousands of different websites and services around the world.  I am sorry to hear that Mr. [redacted]’s credit card information was compromised and that our system was used to unwilling process payments against his account.  Unfortunately, I...

have searched my system with all of the information included in this complaint and I can locate no transactions that match his complaint.   Using just his name, I wasn’t able to locate any transactions more recent than 2011, and none of them are from the city in which Mr. [redacted] currently resides.  If you could please advise Mr. [redacted] to contact me directly with the contact information below, I would be more than happy to locate the transactions in question and provide any information Mr. [redacted] needs to file any reports with his bank or local law enforcement agency.  After coming up short while searching my system with his listed information, it’s likely that I will need the credit card number that was charged, which I am hoping has already been cancelled to prevent any further charges.  He is also welcome to contact our support center with the same information at ###-###-####.  Our support center is operated 24 hours a day, 7 days a week and any one of my representatives can provide the same information to Mr. [redacted].   Regards, [redacted]Manager of Consumer Support

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

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 my response to complaint ID# [redacted]  Please let me know if I...

can be of any further assistance.
  Regards, Kevin H[redacted] Manager of Consumer Support CCBill.com, LLC E-Mail: [redacted] Phone: [redacted] Fax: [redacted]

June 3, 2015  Revdex.com ArizonaDispute Resolution DepartmentAttn: LyndseyM ullens4428 North 12th StreetPhoenix, AZ 85014  RE: [redacted] - Complaint ID# [redacted] Dear Ms. Mullens, CCBill, LLC is the third party payment processor for thousands of different websites and...

services around the world, including the subscription that Ms. [redacted] signed up for to the [redacted].    I have reviewed this website, and while it’s not affiliated or endorsed by the state of [redacted], it also doesn’t claim to be.  In multiple locations, it does state clearlythis fact and that the services it provides are purely informational innature.  It also links to the [redacted] in multiple locations for customers that would prefer to go directly to the state services.  So in this vein, I do not believe that this site misrepresented themselves as something they were not.  I do, however, know that we have received similar complaints about their download not working properly.  This issue, while technical in nature, is still a substantial inconvenience to customers and I can certainly understand the frustration.   I can also understand the frustration of sending an email and not getting a response to it in a timely manner.  For this, I do apologize to Ms. [redacted] and would like this to serve as that response. Speaking from a technical position, we will respond to customer emails within 48 hours, however, we do strive to respond to the emails we receive in half the time if not sooner.   In accordance with this websites money back guarantee, I have refunded Ms. [redacted] in the amount of $22.95, which should reach her account within about 7 to 10 business days.  If there are any further concerns, please advise Ms. [redacted] that she can contact me directly and I would be more than happy to assist her.   Regards, Kevin H[redacted]Manager of Consumer SupportCCBill.com, LLC[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

I am extremely unhappy with this company and I had horrible experience. I purchased license from this company but never got the link to download or license key for it. I called them and they said we don't know why it doesn't work and need to escalate and takes 48 hours to respond. I told them to cancel my order since you neither can give me key nor have any idea how to give it. Customer service said this is not our policy and I have only follow the policy. Stay away from this company, Their policy is take your money, don't send you the product and don't even allow you to cancel it