Here is our rebuttal:As previously stated, every TrueLife.org subscription works on an automatic renewal This account holder claims to have spoken with someone at our company prior to the renewal date to discuss not renewing, but there is no record of this taking place All cancellations are recordedThere are other communications documented for this accountIn fact, it is all positiveOur customer service team received compliments about the card design and received answers to his questions about the monthly videosAlso, our records indicate that the account holder ordered the first set of 1,cards on 3/10/and an additional order of 1,cards was placed on 9/21/We have confirmation that 2,cards were sent to the account holder and record of the subscription being $299.Regarding the email notification for this customer, a reminder email was sent successfully to the email address The account holder claims that the email was sent by an unidentified email account, but that email is only sent by [redacted] , and the subject heading was "Your Upcoming Subscription Renewal." In addition to the renewal email, the auto-renewal is explained on the website while the subscription is being selected, in this case it is called a "Yearly Plan" on the websiteAlso, this plans requirements are stated in the Terms of Use which must be agreed upon at the initial enrollment, and the commitment is clearly addressed in the welcome email and the receipt with an explanation on how to cancel We also provide a three week money back guarantee and ability to cancel there subscription during the first three weeks of enrollment.Unfortunately, because the account was not canceled prior to the renewal date, it renewed If the subscriber does not fully use or desire to continue with the subscription, cancellation must happen prior to the renewal dateAgain, in this case, we have no record of that cancellation request
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below In the latest True Life response I see for the first time that one can cancel after the renewal date, after three weeksI didn't know that nor was I toldI don't know what magic words that were needed to cancel, but if the conversations were recorded as they say they were, then I would ask them to just make them public to the Better Business folks and let them see the exact wordsHowever if True Life's version of recording is just writing down the part of the conversation that they deemed important, then they really don't have a recordingThere were two phone calls speaking to the issue of not being able to utilize all of the program that True Life insisted that could beAnd yes I'm positive on the program, it is a great program for a church that can utilize all of the bells and whistles, but we could not, and this was made known to True Life numerous timesThe True Life program is great, the problem I have is the way that they interrupt one saying "no." I also went on the Webinar, and was speaking to an operator, when we got cut offDuring this conversation I was again speaking to the fact that we would not be able to continue as we could not utilize the videos that they would send by e-mailWithout being able to show the videos in church, basically you are only getting a third of the programI guess in this case we thought that this was a ministry and so we trusted them with our credit card information, only to find out that they are indeed a businessI think the best way forward is that if True Life has all of these conversations recorded in their entire content, lets get this out there, where all can seeTrue Life did not deliver on their promise that our church could utilize the entire program, but we went ahead and paid for that first yearI though I had communicated to them that we did not want to continue, because we could not show the videosI told them before the "magic" renewal date, which again was not identified as being from True Life, but was a generic title "Your renewal date." I don't know of many people who answer generic titles, I don'tIn all of my years of ministry I have never had any business with this kind of mentally , whereas if you don't say the proper terms, Like "May I" then you have to sign up for another yearWe are a small church, with a small budget, we tried True Life, we paid True Life, we told them we want out and now we are being strong armed into paying for another year Regards, [redacted]
Here is our rebuttal:As previously stated, every TrueLife.org subscription works on an automatic renewal This account holder claims to have spoken with someone at our company prior to the renewal date to discuss not renewing, but there is no record of this taking place All cancellations are recordedThere are other communications documented for this accountIn fact, it is all positiveOur customer service team received compliments about the card design and received answers to his questions about the monthly videosAlso, our records indicate that the account holder ordered the first set of 1,cards on 3/10/and an additional order of 1,cards was placed on 9/21/We have confirmation that 2,cards were sent to the account holder and record of the subscription being $299.Regarding the email notification for this customer, a reminder email was sent successfully to the email address The account holder claims that the email was sent by an unidentified email account, but that email is only sent by [redacted] , and the subject heading was "Your Upcoming Subscription Renewal." In addition to the renewal email, the auto-renewal is explained on the website while the subscription is being selected, in this case it is called a "Yearly Plan" on the websiteAlso, this plans requirements are stated in the Terms of Use which must be agreed upon at the initial enrollment, and the commitment is clearly addressed in the welcome email and the receipt with an explanation on how to cancel We also provide a three week money back guarantee and ability to cancel there subscription during the first three weeks of enrollment.Unfortunately, because the account was not canceled prior to the renewal date, it renewed If the subscriber does not fully use or desire to continue with the subscription, cancellation must happen prior to the renewal dateAgain, in this case, we have no record of that cancellation request
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below In the latest True Life response I see for the first time that one can cancel after the renewal date, after three weeksI didn't know that nor was I toldI don't know what magic words that were needed to cancel, but if the conversations were recorded as they say they were, then I would ask them to just make them public to the Better Business folks and let them see the exact wordsHowever if True Life's version of recording is just writing down the part of the conversation that they deemed important, then they really don't have a recordingThere were two phone calls speaking to the issue of not being able to utilize all of the program that True Life insisted that could beAnd yes I'm positive on the program, it is a great program for a church that can utilize all of the bells and whistles, but we could not, and this was made known to True Life numerous timesThe True Life program is great, the problem I have is the way that they interrupt one saying "no." I also went on the Webinar, and was speaking to an operator, when we got cut offDuring this conversation I was again speaking to the fact that we would not be able to continue as we could not utilize the videos that they would send by e-mailWithout being able to show the videos in church, basically you are only getting a third of the programI guess in this case we thought that this was a ministry and so we trusted them with our credit card information, only to find out that they are indeed a businessI think the best way forward is that if True Life has all of these conversations recorded in their entire content, lets get this out there, where all can seeTrue Life did not deliver on their promise that our church could utilize the entire program, but we went ahead and paid for that first yearI though I had communicated to them that we did not want to continue, because we could not show the videosI told them before the "magic" renewal date, which again was not identified as being from True Life, but was a generic title "Your renewal date." I don't know of many people who answer generic titles, I don'tIn all of my years of ministry I have never had any business with this kind of mentally , whereas if you don't say the proper terms, Like "May I" then you have to sign up for another yearWe are a small church, with a small budget, we tried True Life, we paid True Life, we told them we want out and now we are being strong armed into paying for another year Regards, [redacted]