CCBill

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.  I am sorry to hear that Mr. [redacted] 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.  Without being able to locate the account in question, it is difficult for me to address this complaint with any real specificity. Generally speaking, we do verify as much as we can to best ensure we are not processing fraudulent transactions.  Being that we process online payments and not point of sale, it can be difficult to provide any sort of guarantee against fraud.  In order to prevent fraud, we have to rely on the banking network, our own records, and contact with customer, or in this case victims of fraud, to ensure we only process legitimate transactions.   When we are notified that a transaction is fraudulent, we immediately cancel any future payments, investigate the information listed to ensure that no other transactions are linked, and then refund what we can.  In this case, I would have authorized the representative that spoke with Mr. [redacted] to refund further than 60 days.  Unfortunately, it is not possible to refund as far back as requested in this complaint.  With the limitations that processing payments online present to verification of legitimacy combined with the sheer numbers of transactions process daily, the responsibility of ensuring fraudulent transactions is shared between our company and the account holders.  While our fraud scrubbing filters catch a large majority of the attempted fraudulent transactions, it is simply impossible to catch them all.  That is when we are wholly dependent upon being informed by the affected customers or their financial institutions to alert us of suspicious charges.    If you could please let Mr. [redacted] know that if he contacts me directly or even replies to this complaint with the information that was used to locate the transaction when he contacted my support staff, I would be happy to look into how many more refunds I would be able to process.  While I’m unsure of how many more I can process, I can say that it’s unlikely to be much past the last six months unfortunately. Regards, [redacted]Manager of Consumer SupportCCBill.com, LLC

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

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

November 12, 2014  Revdex.com ArizonaDispute Resolution Department[redacted]

[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]

been told three time not to use cc

Unauthorized charges on my card. My bank's fraud department has reissued the card and will credit my account.

Review: I purchased a membership through CCBill I was unable to access the website to view the content of [redacted].[redacted]. I submitted a request to customer service and I would like to request a refund.Desired Settlement: Refund

Business

Response:

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

This company charged my credit card a fee of $24.95 based on what my card company later determined was a fraudulent charge. It also attempted to get my card information when I called the company about the charge.

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

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]

Review: From November 2012-July 2013 CC Bill kept billing numerous debit cards I have with [redacted]. I called CC Bill numerous times to complain about these charges and they kept claiming the charges are legit and I asked can you trace back the IP address for the charges and to block my computer nothing happened because the company doesn't have the capabilities. I filed a complaint in November 2012 and July 2013 with [redacted] the bank denied my first complaint in November because CC Bill told [redacted] the charges were legit but on July 15, 2013 I was refunded for 89.98 worth of charges from CC Bill the rest of charges cant be given back because there is a 60-90 window to file claims because of the federal banking commission.Desired Settlement: I want the rest of the money that was owed to me $400.00 dollars

Business

Response:

July 19, 2013

Revdex.com Arizona

Dispute Resolution Department

Attn: [redacted]

4428 North 12th Street

Phoenix, AZ 85014

RE: [redacted] - Complaint ID# [redacted]

Dear Ms. [redacted],

CCBill, LLC is the third party processor for the website [redacted] which I have confirmed as the site in question for the charges Mr. [redacted] is referring to in this complaint.

I have located the transaction in which Mr. [redacted] contacted us with his claim of fraud and was told that we were unable to refund due to our assessment that the charges were legitimate. While we genuinely do not want to process fraudulent transaction, we also have an obligation to the websites that we bill for to ensure that claims of fraud are investigated prior to issuing any refunds. During the investigation of Mr. [redacted]’s claim, it was determined that the address and all credit card information were confirmed as being correct, which is generally enough for us to safely assume a transaction isn’t fraudulent. In the case of Mr. [redacted], we ran an additional search of the email address attached to this transaction, which is [redacted], as well as the same email address with the yahoo domain, and this resulted in 367 transactions with the oldest dating back to 2006.

In a case where there is a history this substantial and especially when it includes transactions to the same website as what is currently listed in this complaint, it is difficult to confirm a transaction to be anything but legitimate. I am sorry that Mr. [redacted] feels that we have been unhelpful or incorrect in our assessment of his situation, but with the amount of information we have on record, there is little more we can do for him.

We have blocked his credit card numbers in the past, however this does not prevent new card numbers from being used, even issued from the same financial institute which is the case with Mr. [redacted]. I have made sure that all associated information attached to these transactions has been blocked from future purchases in order to curtail any further transactions that may be deemed as fraudulent.

Regards,

Manager of Consumer Support

CCBill.com, LLC

E-Mail: [redacted]

Phone: ###-###-####

Fax: ###-###-####

Review: I requested a refund and CCBill is refusing to offer me a refund.Desired Settlement: Since CCBill is "crazy about customer service service", please full refund to my MasterCard.

Business

Response:

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]

Consumer

Response:

[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,

Review: back on 3/18/2013 from ccbill I was charged $29.95 on my credit card yhat I did not authorize and that I did not recieve any email that I have a subscription for this site on the internet. then I found a charge of $29.95 on 4/17/2013 that is not mine, icalled ccbill customer service and complained . they told me that the charges were too far back in their system for me to get a refund., and that I would have to contack webmasters since I had no subscription no. of course I have no subscription no, because I was never sent one by email, so they finially gave in and they said that they would give me a coursity refund for the charge of 4/17/2013, I never recieved a refund for 4/17/2013, what I found was another charge of $29.95 on 5/17/2013 and a credit for that amount, so they con sficated from me the charge of $29.95 3/18/2013&$29.95 4/17/2013. so iam still owed $59.90.Desired Settlement: for ccbill not to steal money that is not authorized, and giving me the BS that I have an acount, and to find out from webmasters wich is a lot of BS and charges too far back in their system , this outfit is a good fenagulator for fraud, this is absolute fraud, by the way I checked on my credit card to see if their are charges of $29.95 again for JUNE 17,2013. apparently their is not any.

Business

Response:

June 28, 2013

Revdex.com Arizona

Dispute Resolution Department

Attn: [redacted]

RE: [redacted] - Complaint ID# [redacted]

Dear Ms. [redacted],

CCBill, LLC is the third party processor for the website [redacted], which I have confirmed Mr. [redacted] signed up to on February 16 of this year.

I would like first address the claim that Mr. [redacted] has made in this complaint that this transaction is fraudulent in nature and that his money was stolen by our company. This claim in false and I have confirmed this by reviewing the notes on his account from the phone calls that we received. Mr. [redacted] did, in fact, sign up for this subscription as stated previously, however, he contacted us on May 22 claiming that he had somehow also signed up for the same site through another billing company, essentially being billed twice for the same subscription. My representatives advised him that we weren’t able to verify this because we do not have the ability to access other billing companies systems to view customer accounts, nor can we access the websites systems in the same manner. We offered to contact this website on his behalf and also suggested that he do the same for maximum effect and a quicker resolution.

He eventually spoke with one of my supervisors and was refunded the most recent charge, which was processed on May 17. While refunding all of the transactions processed is not a solution that they would have offered, I do believe that this supervisor could have done a better job of solving this issue for Mr. [redacted] and that a middle ground could have been found that could satisfy all the parties involved. I have refunded the charges from April and March as well, which should reach Mr. [redacted] account within about 7 to 10 business days.

Regards,

Manager of Consumer Support

CCBill.com, LLC

Phone: ###-###-####

Fax: ###-###-####

Consumer

Response:

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,

Over the years, at least the past 10, I have joined various adult sites. most have had payments processed by CCBill, LLC. I have read several of the filed complaints and am shocked. In all the times I have dealt with CCBill I have found them to be courteous, quickly responsive and totally trustworthy. When I see that the company processing my credit card payment is CCBill, LLC, my mind is immediately at ease.

Review: I signed up for a one month subscription with a website using CCBill.com in February 10, 2014. After cancelling the subscription on February 28, 2014 with the website but two months later I noticed CCBill.com was still billing me. I called and notified them that I had cancelled my subscription and stopped using the website 2 months ago. They refused to refund me the full 29.99 per month but did give me a reduced amount for this month only. This appears to be an entire issue with the website and CCBill.com not communicating.Desired Settlement: I ask that they refund me the full 29.99 x 2 = 59.98 for the months of March and April 2014

Business

Response:

April 18, 2014

Revdex.com Arizona

Dispute Resolution Department

Attn: [redacted]

RE: [redacted] - Complaint ID# [redacted]

Dear Ms. [redacted],

CCBill, LLC is the third party processor for the website hentaikey.com, which I can confirm that Mr. [redacted] subscribed to on February 10 of this year.

I have investigated this issue and spoken with the representative that Mr. [redacted] spoke with yesterday when he contacted us about these charges. Upon visiting the site to determine how customers can go about cancelling their subscriptions and it seems as though that this website doesn’t have a physical mechanism for cancelling a subscription. A customer is either prompted to email the webmaster of the site or is directed to the CCBill support page where they can go about cancelling the memberships themselves or given the information to contact our support center for assistance.

In cases where a customer contacts us with an issue about being billed after cancelling a subscription, our obligations to the businesses we process payments for compel us to simply get some sort of confirmation of the date the request was processed. This process is in place for a few reasons. One being that because we don’t own these websites, it’s our duty to ensure that we are managing the monies that are being entrusted to us in an appropriate manner by the Merchants we serve, but to also ensure that any potential system or human errors are located and addressed to prevent future issues. In many cases, our ability to issue refunds can become difficult when no confirmation of a cancellation or even simply the request for cancellation can be produced.

In spite of this, I have issued the remaining $8 from the transaction on April 11 as well as the $29.95 that was charged in March, which should reach Mr. [redacted]’s account within about 7 to 10 business days. In the future, I would only ask that Mr. [redacted] ensure he receives an email confirming that a cancellation was processed and if not received, to contact us as soon as possible for verification prior to allowing further transactions to process.

Regards,

Manager of Consumer Support

CCBill.com, LLC

E-Mail: [redacted]

Phone: [redacted]

Fax: [redacted]

Review: I cancelled my subscription before the three day trial period. I have the confirmation print out. I don't know why they have to engage in thievery.Desired Settlement: Refund immediately

Business

Response:

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

ccbill somehow took 29.99 from my checking acct - but thankfully my bank reversed the charge 3 days later. no idea who they are or how they got my banking info, I don't bank on line.

Review: I subscribed to access to an internet website, to which CCBilling handled the credit card transaction. I was unable to access the services. I followed oral and written instruction in order to access the subscription I had been charged, and was still unable to gain access. I requested that the credit card I used be refunded and the services cancelled. I was denied the possibility of gaining said refund.Desired Settlement: I would like to be refunded my money for the services I have not obtained.

Business

Response:

June 28, 2013

Revdex.com Arizona

Dispute Resolution Department

Attn: [redacted]

RE: [redacted] - Complaint ID# [redacted]

Dear Ms[redacted],

CCBill, LLC is the third party processor for the website [redacted] which I can confirm that Mr. [redacted] signed up for on June 26 of this year.

I have reviewed the notes on Mr. [redacted]’s subscription and I believe I was able to locate where the issue lies. When Mr. [redacted] contacted us shortly after signing up, he stated that he did not have access to the website he just purchased a subscription to. The representative he spoke with confirmed that he was able to access the website and went through our standard troubleshooting procedures in an attempt to help Mr. [redacted] gain access. While these initial attempts at assistance weren’t successful, the representative sent him an email that contained further suggestions to help him gain access. This also appeared to fail in helping Mr. [redacted] gain access to the site unfortunately.

At this point, a very understandably upset Mr. [redacted] requested a refund rather than to continue trying to resolve the issue with accessing the website. The issue with this request is that we don’t own the websites we bill for, we are simply a third party payment processor. What this means is that we don’t always have the option to just refund at the request of the customer, especially when we have confirmed that the issue is not with the website itself, rather with the ability of the customers system interacting with the website. After the last conversation with Mr. [redacted], I can confirm that the webmaster of this site was contacted by us regarding his subscription and the webmaster promptly reset his user information. I was able to confirm that his username and password were able to gain access to the website.

Despite the information previously discussed in this complaint, I have refunded Mr. [redacted] the charge of $29.95 and confirmed that his subscription had been cancelled. These funds should reach his account within 7 to 10 business days and there will be not further charges processed for this subscription.

Regards,

Manager of Consumer Support

CCBill.com, LLC

E-Mail: [redacted]

Phone: [redacted]

Fax: [redacted]

Review: The adult themed website offers members to contact and meet one another. I had various emails sent to me threatening to take additional money from me. I have contacted my bank for stop payment and believed that this may have access to my account.Desired Settlement: I do not wish to do business, as I believe this company exists outside of the US jurisdiction. I would like my money back.

Business

Response:

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

Review: someone used my debit account to sign for these services and then they never cancelled. I've been charge every month since august, last yearDesired Settlement: $120 refund + $90 refund.

Business

Response:

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

Review: We discovered a 29.95 monthly charge that has been occurring on our bank account since December 2008. We never authorized this charged and ccbill admitted it was fraud. However, they were only willing to refund the last 2 months. It is the responsibility of CCbill to verify information before taking funds from my account. They did not do this and one call to ccbill easily identified this a fraud.Desired Settlement: I expect ccbill to refund me the entire amount that was stolen 2006.65

Business

Response:

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. I am sorry to hear that Mr. [redacted] 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. Without being able to locate the account in question, it is difficult for me to address this complaint with any real specificity. Generally speaking, we do verify as much as we can to best ensure we are not processing fraudulent transactions. Being that we process online payments and not point of sale, it can be difficult to provide any sort of guarantee against fraud. In order to prevent fraud, we have to rely on the banking network, our own records, and contact with customer, or in this case victims of fraud, to ensure we only process legitimate transactions. When we are notified that a transaction is fraudulent, we immediately cancel any future payments, investigate the information listed to ensure that no other transactions are linked, and then refund what we can. In this case, I would have authorized the representative that spoke with Mr. [redacted] to refund further than 60 days. Unfortunately, it is not possible to refund as far back as requested in this complaint. With the limitations that processing payments online present to verification of legitimacy combined with the sheer numbers of transactions process daily, the responsibility of ensuring fraudulent transactions is shared between our company and the account holders. While our fraud scrubbing filters catch a large majority of the attempted fraudulent transactions, it is simply impossible to catch them all. That is when we are wholly dependent upon being informed by the affected customers or their financial institutions to alert us of suspicious charges. If you could please let Mr. [redacted] know that if he contacts me directly or even replies to this complaint with the information that was used to locate the transaction when he contacted my support staff, I would be happy to look into how many more refunds I would be able to process. While I’m unsure of how many more I can process, I can say that it’s unlikely to be much past the last six months unfortunately. Regards, [redacted]Manager of Consumer SupportCCBill.com, LLC