After researching the account I see that you spoke with a billing specialist and discussed your billing plan It was unfortunate that the overall price change effected the prepay balance While we haven't had a price increase in over years, I can see how this would give you an
unsatisfactory impression of our billing practices I assure you the prepayment system is a fantastic way to save on the overall cost of your marketing plan What I would like to do is round up and provide you a $credit to your account Whether you decide to stay on a monthly plan or take advantage of a prepayment plan, you will get a head start with the credit I would also like to apologize for the situation Our goal is to provide you the very best service with options to help you save on your continued marketing
I have reviewed the account, including all interactions. While the terms of service concerning a prepayment are clear, we have had a long history with this customer. I apologize for any inconvenience this may have caused. We will issue a refund in the amount of $238.00, and...
cancel the account. Please allow 4-5 business days to process the refund. We sincerely wish the customer the very best and hope we can be of assistance in the future.
After reviewing all records on the account it is clear that there was an intent to cancel. A call to our support division noted as much, but they needed to transfer the call to billing to complete the cancellation. If that process had been completed, the account would have closed without...
issue. The account is now closed as requested. I will be more than happy to refund the full amount requested, $120.00, to the credit card on file.Lastly, it is important to note that when a card is placed on file for recurring charges the financial institution typically labels the transaction with a recurring indicator. This is a common feature to prevent lapses in services you rely on. This is why the charges continued month over month. This will also enable us to refund the charges, which should appear on your credit card within the next few business days. I hope we can be of service to you in the future.
I have reviewed the notes on the account and the calls made to billing to cancel. Customer clearly requests the cancel on 7/5/17. Customer spoke to billing again on 8/3/17. Account was canceled and refund was issued. Card removed from account per request. I apologize...
for the error in July, appears the customer has already resolved with billing department. We hope to be of use in any future marketing needs.
I have thoroughly reviewed the notes and activity on the account. I am in agreement that the service was not used and understand the circumstances that prevented us from notifying the customer of the pending payment. I have instructed our finance department to refund the charge of...
$168.09. This refund should post within 5 business days. I sincerely apologize for the inconvenience and hope we can be of use in the future.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
I find it awfully convenient that you have no documentation of the phone call. The call was made and of course it is in your best interest to say that you have no record of the call. I also find it convenient that you require a phone call to cancel your services. And you made an additional $2000 off of our company for a service we did not use for a year. Previous to that, we had been a long standing, good customer. I hope your company enjoys the profits of the $2000 out of my marketing budget. We are a small company and $2000 means that we cannot run a campaign to drive more sales into the company. Rest assured, I will NEVER recommend your company to anyone. Quite the contrary.
Regards,
[redacted]
I have reviewed the account and all notes in this matter. The customer was moved into a higher billing tier when they uploaded additional contacts. After a conversation with our billing department the billing was lowered since the contacts were removed. The billing department...
agreed to refund the difference. I have verified that our finance department is refunding $143.10 to the card on file. This is not a bill credit, but a refund to the credit card on file within 5 business days. I apologize for any miscommunication on the issue, it appears that our billing department was in absolute agreement with the customer and had already initiated the process to refund the amount requested.
I have reviewed the notes and correspondence on the account. I understand how confusing the charges can be when a prepayment has been made but the pricing changes during the prepaid time. I want to apologize for the confusion in this matter. I hope that this can be resolved so that...
the years of successful marketing can outweigh a months charges. I will be happy to refund the $32.40. I will have out finance team process the refund, this can take 5 business days to process. I sincerely hope we can be of help in any future marketing endeavors.
I'm sorry you didn't receive the refund. I just checked with our Finance department. We processed the refund of $43.75 on June 16, but it looks like your credit card company or bank rejected the refund, or so we were informed by Litle & Co., the payment processor. My Finance team member checked the card again, and it's definitely one with your name on it, but the expiry date is 2010, so perhaps this is the reason for the rejected refund attempt. I can have a billing team representative give you a call to get your updated credit card info if you like, so that we can get you the refund in the quickest possible way, or I can have the Finance team cut a check, though that takes longer. Please let me know, and let me know if you would like me to have one of our higher level techs reach out to you to go over the technical issues. It looks like you talked to one of our front line customer service team members, but perhaps a tech could do some more advanced troubleshooting to try and resolve the issues for you.I look forward to hearing back from you soon and helping. All the best
I have reviewed the account and previous notes, I apologize for the misinformation. When a card expires on an account it is possible to still bill the card due to a feature called Account Update. This is a feature of your credit card, designed to ensure that services you maintain monthly...
do not lapse when the card expires. This feature allowed us to continue billing. We do not try expiration dates to process payments. Again, I apologize for the overall situation. We will absolutely honor the request for a refund. I have just finished submitting this request with our finance team, a refund should process to the credit card within 24-48 business hours.I sincerely hope we may be of additional assistance in the future and this error in judgement can be forgiven. Thank you for your business and the opportunity resolve the situation.
I have reviewed the account and all of the notes. Basic troubleshooting was done over system messages, so there is very little detail to go on. I am certain we could have isolated why the customer was having issues. While we would love the opportunity to provide services to the...
customer, we understand that the service wasn't utilized. I am happy to provide a refund in the full amount of $100.00 to the customer. I sincerely hope we can be of service in the future. The refund will take approximately 5 business days to process.
As a representative of Constant Contact, I am unable to answer on behalf of [redacted]. It may be in the customer's interest to make a complaint to that organization directly. Especially since the desired settlement is to affect their Revdex.com rating. If Constant Contact can be...
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
[We have paid for services rendered. Any monies kept by Constant Contact at this point is a de facto early termination penalty.]
Regards,
[redacted]
We double checked our records and verified that we did indeed process two separate refunds to you of $69.00 each on the afternoon of January 15. At the time you posted your response indicating you only saw one of the refunds in question, only a couple of business days would have passed, and perhaps there was a timing issue there. Today makes 5 full business days, so hopefully you have received both of them by now. Please verify. Thanks and all the best, Constant Contact
Obviously losing your work after some time would be aggravating, to say the least, and I'm sorry this happened to you. From the description you provided, it sounds like you timed out. There is an automatic timeout for account security. It normally occurs at one hour. If it is...
occurring sooner, then there can be settings in the user's browser or environment that may need to be modified to prevent this happening. If you would like me to have a technician reach out to you and do some troubleshooting to make sure your settings are optimal for allowing you to avoid problems like this, then please let me know. We've issued a refund to your credit card of the $43.75 today as a courtesy for the trouble you experienced. The timing with which you see it reflected on your credit card will depend on your credit card company's transfer processes, but generally it should show within a few business days.Thank you for being our customer.
I have reviewed the account and the notes regarding an Account Review. Our compliance team reserves the right to review accounts to ensure compliance with federal regulations. The review was lifted on 9/14/2016. The account is active and all sending was restored. We apologize...
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
I have reviewed all notes and activity on the account. I have read the email in October requesting the account to be canceled as well as the reply asking the customer to call. The account was canceled recently after a phone conversation with our Billing Department. The customer...
insists a call was made, the account was not used. I am happy to apply a refund of service. The request was for $26.00, I feel a 3 month refund is more appropriate. $60.00 will be refunded to the Credit Card listed on the account. Refunds typically take 5 business days to complete. I sincerely hope we are able to be of use in future marketing needs.
I have taken time to review the account and listen to the interaction with our billing department. I am very sorry for any confusion. We can see the feature was selected in the account, there is a coinciding screen that describes the feature and cost, this would need to be read and...
accepted to be added and thus billed. Of course, anyone that uses the account could have added the feature. It is briefly described below the standard Preview button, that feature hasn't moved and remains an essential tool. Inbox Preview allows the email to be viewed using a special third party tool, and requires acceptance. The fee is $10/month.While the feature was activated, it wasn't used. I will remove the feature and have the service fees credited to the account. I want to apologize again for any inconvenience this may have caused.
After researching the account I see that you spoke with a billing specialist and discussed your billing plan It was unfortunate that the overall price change effected the prepay balance While we haven't had a price increase in over years, I can see how this would give you an
unsatisfactory impression of our billing practices I assure you the prepayment system is a fantastic way to save on the overall cost of your marketing plan What I would like to do is round up and provide you a $credit to your account Whether you decide to stay on a monthly plan or take advantage of a prepayment plan, you will get a head start with the credit I would also like to apologize for the situation Our goal is to provide you the very best service with options to help you save on your continued marketing
I have reviewed the account, including all interactions. While the terms of service concerning a prepayment are clear, we have had a long history with this customer. I apologize for any inconvenience this may have caused. We will issue a refund in the amount of $238.00, and...
cancel the account. Please allow 4-5 business days to process the refund. We sincerely wish the customer the very best and hope we can be of assistance in the future.
After reviewing all records on the account it is clear that there was an intent to cancel. A call to our support division noted as much, but they needed to transfer the call to billing to complete the cancellation. If that process had been completed, the account would have closed without...
issue. The account is now closed as requested. I will be more than happy to refund the full amount requested, $120.00, to the credit card on file.Lastly, it is important to note that when a card is placed on file for recurring charges the financial institution typically labels the transaction with a recurring indicator. This is a common feature to prevent lapses in services you rely on. This is why the charges continued month over month. This will also enable us to refund the charges, which should appear on your credit card within the next few business days. I hope we can be of service to you in the future.
I have reviewed the notes on the account and the calls made to billing to cancel. Customer clearly requests the cancel on 7/5/17. Customer spoke to billing again on 8/3/17. Account was canceled and refund was issued. Card removed from account per request. I apologize...
for the error in July, appears the customer has already resolved with billing department. We hope to be of use in any future marketing needs.
Revdex.com:The business has responded and provided a satisfactory resolution to our issue.
Regards,
[redacted]
I have thoroughly reviewed the notes and activity on the account. I am in agreement that the service was not used and understand the circumstances that prevented us from notifying the customer of the pending payment. I have instructed our finance department to refund the charge of...
$168.09. This refund should post within 5 business days. I sincerely apologize for the inconvenience and hope we can be of use in the future.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
I find it awfully convenient that you have no documentation of the phone call. The call was made and of course it is in your best interest to say that you have no record of the call. I also find it convenient that you require a phone call to cancel your services. And you made an additional $2000 off of our company for a service we did not use for a year. Previous to that, we had been a long standing, good customer. I hope your company enjoys the profits of the $2000 out of my marketing budget. We are a small company and $2000 means that we cannot run a campaign to drive more sales into the company. Rest assured, I will NEVER recommend your company to anyone. Quite the contrary.
Regards,
[redacted]
I have reviewed the account and all notes in this matter. The customer was moved into a higher billing tier when they uploaded additional contacts. After a conversation with our billing department the billing was lowered since the contacts were removed. The billing department...
agreed to refund the difference. I have verified that our finance department is refunding $143.10 to the card on file. This is not a bill credit, but a refund to the credit card on file within 5 business days. I apologize for any miscommunication on the issue, it appears that our billing department was in absolute agreement with the customer and had already initiated the process to refund the amount requested.
I have reviewed the notes and correspondence on the account. I understand how confusing the charges can be when a prepayment has been made but the pricing changes during the prepaid time. I want to apologize for the confusion in this matter. I hope that this can be resolved so that...
the years of successful marketing can outweigh a months charges. I will be happy to refund the $32.40. I will have out finance team process the refund, this can take 5 business days to process. I sincerely hope we can be of help in any future marketing endeavors.
I'm sorry you didn't receive the refund. I just checked with our Finance department. We processed the refund of $43.75 on June 16, but it looks like your credit card company or bank rejected the refund, or so we were informed by Litle & Co., the payment processor. My Finance team member checked the card again, and it's definitely one with your name on it, but the expiry date is 2010, so perhaps this is the reason for the rejected refund attempt. I can have a billing team representative give you a call to get your updated credit card info if you like, so that we can get you the refund in the quickest possible way, or I can have the Finance team cut a check, though that takes longer. Please let me know, and let me know if you would like me to have one of our higher level techs reach out to you to go over the technical issues. It looks like you talked to one of our front line customer service team members, but perhaps a tech could do some more advanced troubleshooting to try and resolve the issues for you.I look forward to hearing back from you soon and helping. All the best
I have reviewed the account and previous notes, I apologize for the misinformation. When a card expires on an account it is possible to still bill the card due to a feature called Account Update. This is a feature of your credit card, designed to ensure that services you maintain monthly...
do not lapse when the card expires. This feature allowed us to continue billing. We do not try expiration dates to process payments. Again, I apologize for the overall situation. We will absolutely honor the request for a refund. I have just finished submitting this request with our finance team, a refund should process to the credit card within 24-48 business hours.I sincerely hope we may be of additional assistance in the future and this error in judgement can be forgiven. Thank you for your business and the opportunity resolve the situation.
I have reviewed the account and all of the notes. Basic troubleshooting was done over system messages, so there is very little detail to go on. I am certain we could have isolated why the customer was having issues. While we would love the opportunity to provide services to the...
customer, we understand that the service wasn't utilized. I am happy to provide a refund in the full amount of $100.00 to the customer. I sincerely hope we can be of service in the future. The refund will take approximately 5 business days to process.
As a representative of Constant Contact, I am unable to answer on behalf of [redacted]. It may be in the customer's interest to make a complaint to that organization directly. Especially since the desired settlement is to affect their Revdex.com rating. If Constant Contact can be...
of any additional assistance, please let us know.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
[We have paid for services rendered. Any monies kept by Constant Contact at this point is a de facto early termination penalty.]
Regards,
[redacted]
We double checked our records and verified that we did indeed process two separate refunds to you of $69.00 each on the afternoon of January 15. At the time you posted your response indicating you only saw one of the refunds in question, only a couple of business days would have passed, and perhaps there was a timing issue there. Today makes 5 full business days, so hopefully you have received both of them by now. Please verify. Thanks and all the best, Constant Contact
Obviously losing your work after some time would be aggravating, to say the least, and I'm sorry this happened to you. From the description you provided, it sounds like you timed out. There is an automatic timeout for account security. It normally occurs at one hour. If it is...
occurring sooner, then there can be settings in the user's browser or environment that may need to be modified to prevent this happening. If you would like me to have a technician reach out to you and do some troubleshooting to make sure your settings are optimal for allowing you to avoid problems like this, then please let me know. We've issued a refund to your credit card of the $43.75 today as a courtesy for the trouble you experienced. The timing with which you see it reflected on your credit card will depend on your credit card company's transfer processes, but generally it should show within a few business days.Thank you for being our customer.
I have reviewed the account and the notes regarding an Account Review. Our compliance team reserves the right to review accounts to ensure compliance with federal regulations. The review was lifted on 9/14/2016. The account is active and all sending was restored. We apologize...
for any inconvenience this may have caused.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
I have reviewed all notes and activity on the account. I have read the email in October requesting the account to be canceled as well as the reply asking the customer to call. The account was canceled recently after a phone conversation with our Billing Department. The customer...
insists a call was made, the account was not used. I am happy to apply a refund of service. The request was for $26.00, I feel a 3 month refund is more appropriate. $60.00 will be refunded to the Credit Card listed on the account. Refunds typically take 5 business days to complete. I sincerely hope we are able to be of use in future marketing needs.
I have taken time to review the account and listen to the interaction with our billing department. I am very sorry for any confusion. We can see the feature was selected in the account, there is a coinciding screen that describes the feature and cost, this would need to be read and...
accepted to be added and thus billed. Of course, anyone that uses the account could have added the feature. It is briefly described below the standard Preview button, that feature hasn't moved and remains an essential tool. Inbox Preview allows the email to be viewed using a special third party tool, and requires acceptance. The fee is $10/month.While the feature was activated, it wasn't used. I will remove the feature and have the service fees credited to the account. I want to apologize again for any inconvenience this may have caused.