CCBill

Review: I purchaseda subscription to an adult website and was unable to log in.I called customer service numerous times and they acknowledged the problem but refuse to issue a refund.Desired Settlement: I just want my money as I was unable to log in but the charge remains on my account.

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, 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

Review: This particular website charged me an unauthorized amount of $39.95 from my checking account between June 2015-October 2015. When I called Customer Service, they verified that an individual had been using my account to pay for "adult entertainment services" associated with an email address unknown to me. However, the company representative told me that they would not issue a reimbursement since I was calling several months after the charges appeared stating "our system will not let us override a charge that far back." Between these 5 months, the company charged me $199.75 directly from my checking account and is now citing technical inability to reimburse the money to me.Desired Settlement: I would like CCBILL to return my money in the total amount of $199.75 that was charged from my account every month between June 2015-October 2015 without my consent.

Business

Response:

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]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: Unauthorized charges from 3/19/2013 to 6/18/2013 for $14.99 charged each month. Upon calling the 888 telephone number, they were only willing to reverse the unauthorized charge of $14.99 made on my account on 6/18/2013. They were not willing to refund the entire unauthorized charged amounts.Desired Settlement: I would like a full refund from March 2013 up to May 2013 for an additional refund of $44.97 either crediting back my account or a check for this amount.

Business

Response:

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

Dear Ms. [redacted],

CCBill, LLC is the third party processor for the website [redacted], which I have confirmed was created in Mr. [redacted]’s name on March 16 of this year.

After locating the account in question, it appears that Mr. [redacted]’s mother called in with the report of the erroneous charges and confirmed that address on file was that of Mr. [redacted]’s school address. Typically, without speaking to person whose name is listed on the account, we aren’t able to do much. This initial refund that was offered was a courtesy and at the same time, all associated information was blocked to prevent any future charges through our system. Further along these lines, when an address listed on an account is a known and confirmed address, we typically aren’t able to move forward with a fraud investigation.

Despite these issues, I have processed refunds on the three remaining charges of $14.99, which should reach Mr. [redacted]’s account within about 7 to 10 business days.

Regards,

Manager of Consumer Support

CCBill.com, LLC

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

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

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: I am attempting to cancel or secure a refund from CCBill. I feel they misrepresented themselves. I was attempting to renew my drivers license online and was taken to a link which looked like the drivers license site. However the “renewal packet” that I paid for doesn’t exist. I was caught in a loop right after they took the $22. Fee.Desired Settlement: I have tried to contact them, with no response as of yet. Is there anything you can do? I do feel they misrepresented themselves and fraudulently charged my card.

Business

Response:

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]

Consumer

Response:

[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,

Review: My debit card was compromised by this company. They took out 99.95 out of my checking account on 06-26-13 and $25.00 in March all in 2013. I called the company and they stated that they would return the 99.95 in 10 days and would not return the 25.00 because it had been 60 days. I do not understand how this can happen. They had my information but a different e-mail address for a [redacted] which I do not know.Desired Settlement: I need for 99.95 and 25.00 to be placed back in my account and for them to never allow my information to be used which I have already canceled my Debit Card

Business

Response:

CCBill, LLC is the third party processor for multiple website, two of which were signed up for using Ms. [redacted] information on March 28th and June 21st respectively. While I do not agree with the decision made to not refund this charge in question, I would like to explain the thought process behind why the decision was made. Typically, a limit of 60 days is generally accepted as a substantial enough time frame for an individual to locate and identify suspicious charges in their account. This was policy was created by adopting policies that a vast majority of banks have already created and is used as a guide for our escalated support in the decision making process when confronted with refund requests. While this is a good guide when trying to determine the appropriate response to a refund request, it is by no means written in stone. As I said previously, I don’t agree with the action taken on this particular situation and I have made sure to process the refund for $25. These funds should reach Ms. [redacted] account within about 7 to 10 business days and I would like to offer my apologies for the inconvenience to Ms. [redacted] has had to go through in order to get this refund that was deserved on her initial contact. I have also ensured that all of the information used has been blocked from any future use. Please advise Ms. [redacted] to contact me directly if she has any further issues. Regards, [redacted]

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,

Review: Someone either fraudulently or incorrectly used my email address when making a purchase using CCBill. I received an email from CCBill confirming a subscription to a website with which I would never want my name associated.

I emailed customer support asking that they remove my email address from their system.

They replied "Unfortunately we cannot remove the email address that is on file" and "We advise to just ignore any emails sent from us or the website." This is unacceptable: I don't know who their customer is, or whose credit card was charged, but it's not me and not my email address, and I'm not a customer of theirs, and I want my email address removed from their system.Desired Settlement: I want CCBill to remove my email address from the account to which it is fraudulently or incorrectly linked, and I do not want them to contact me ever again, except to inform me that they have done as I asked.

Business

Response:

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]

Consumer

Response:

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,

Was not impressed with their services, tried several times to cancel a subscription with their merchant and them, and they tried to charge me anyway. I went though my credit union and changed out my card number to get off their billing cycle. So while I don't have an unresolved complaint directly I had to swap card numbers to keep from getting billed after attempting to contact them numerous times to cancel the account.

Beware of this company. They took out money out of a savings account (not credit card or debit account), after contacting my bank and the company I am having to pay for stop payment and also money was taken out of my account. The company stated they can't figure out how they got a hold of my information. Poor business may be scam.