I have created a block to the address: [redacted]@mail.wvu.edu. No Constant Contact subscriber will be allowed to mail to this contact. Important: this will prevent businesses that use Constant Contact from sending to this address now, and in the future. Contact Support...
should this need to be lifted: ###-###-####As a strictly Permission Based Engagement Marketing service we take SPAM very seriously. We apologize for any inconvenience and are confident in the tools provided by a 3rd party to manage unsubscribes. These are automatically removed from customer lists. Now that the email address is blocked we will prevent all attempts to mail to the address in question through Constant Contact, regardless if the user adds the contact to a mailing list or not. Only contact from the owner of [redacted] will remove this restriction.Again, we sincerely apologize for any unwanted communication.
It must be frustrating indeed to discover you were paying for your Constant Contact subscription for five years. I'm sorry that happened to you. It sounds as though you believed it was canceled, but we truly see no record that you called to cancel it until very recently. It is disappointing to...
learn that you called twice and were not able to connect with a manager. I apologize for this, and imagine this could only have added to your frustration. In reading your statement, it sounds as though one of your demands is that we change our monthly subscription based service to a different billing model where customers would annually renew. While we respect your opinion and value the feedback, we don't feel this change would be good for our customers and won't be implementing your specific suggestion. The vast majority of our customers are used to our billing cycle. They, like yourself subscribed to a service for which they are charged monthly. In your case, we can see you didn't send emails for quite some time, however the service is not only used for sending emails, so for some customers this doesn't indicate a lack of intent to remain subscribed to the service. We feel making them contact us every year to make sure they want to use our service would indeed be onerous. The monthly charges for our service should be very plainly labeled in their credit card statements, and that should be an adequate reminder for the majority of people as to what they have purchased, just as they would with any other monthly billable service like a gym membership, TV subscription, and many others.With regard to the refund you've requested, we've gone ahead and processed the $500.00 refund. The timing with which you see it reflected on your credit card will depend on your credit card's transfer processes, but generally you should see it within a few business days. We wish you the best, and thank you for having used Constant Contact.
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.
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 want to apologize for any inconvenience this has caused. I have verified that the email address "[redacted]" successfully unsubscribed on 8/20/2016. This address will not receive future mailings from "[redacted]". Previous to this I also see an unsubscribe...
from an email of "[redacted]". I do show a third email address listed for the customer though, "[redacted]". While our unsubscribe feature will prevent future mailings to an address it will not prevent mailings to additional addresses for a single recipient. I will ensure no future emails from any user of Constant Contact is sent to these three addresses.Again, I apologize for this experience. We are dedicated to provide features to prevent spam. We were able to verify the feature was working. In this case the last unsubscribe request was just from a different email address. Thank you.
I have reviewed the interaction via chat with our support division on 8/17/2016. The specialist explained he was unable to cancel an account and our billing department would need to be contacted. This is correct, they are unable to cancel the account, these representatives are there for...
troubleshooting needs. More recently there was a call to our billing department (9/8/2017), and the request to cancel was processed. A refund was discussed but it was also explained that the customer was going to dispute the charges with the credit card used to pay for service. We are unable to refund a service when a charge back will be processed for the same service. With both the Terms of Service in mind, and the charges being disputed through the customer's Credit Card, I am unable to meet the desired settlement. Should anything change our billing department would be able to further assist the customer. I sincerely apologize that security reasons prohibit the cancellation of accounts in chat. We staff our departments to meet the customer need, I apologize if the hold for Billing was longer than expected.
I have reviewed the account in question and the billing for service. There was a price change in April of 2016, notifications were sent to all customers. That notification went to the email address set on the account: [redacted]. We have not increased the...
service price again, the customer added to their contact level and moved into a more expensive tier of service. The billing is clearly presented and we allow the customer to increase or decrease in tier at anytime. Removing contacts to 500 or fewer would have made the price $21.25. I apologize for any confusion, we try to make the billing as clear as possible. According to the interactions noted on the account the customer has scheduled to cancel the account. It will close on 3/15/17 per request. The customer was also offered a 40% Discount for 12 months. We truly value the customer and would like the chance to correct what seems to be a misunderstanding. While I can't offer a refund, the customer has an opportunity to greatly reduce their billing for a service that meets their needs. There are only 6 contacts over the 500. Removing 6 contacts and taking the 40% off offer would more than compensate for a couple months at a higher price point. I hope this meets the customers needs and again, I apologize for any confusion in this matter.
I am terribly sorry for any misinformation given. Constant Contact and [redacted] are both owned by Endurance International Group Inc. I am unable to answer on [redacted]'s behalf. They do have their own accreditation with the Revdex.com. I sincerely apologize for any inconvenience this may cause. I am more than happy to resolve anything dealing with Constant Contact. I am able to forward the customer's comments to [redacted], if that is the customer's wish. Please let me know if that is an acceptable resolution, and I will forward this internally. If the customer would rather submit directly with the Revdex.com, I understand. I will wait for further direction.
I would like to clarify a few points. My details of the use of our support was only meant to outline our willingness to help no matter the issue, and that for years we were available to answer and resolve any issues. Not to insinuate any loss on the part of the company. We greatly value the relationship we build with our customers as our passion lies in their successful marketing. Reading over the interactions with our support team I see a history of service to a loyal customer. There aren’t recurring themes between interactions to suggest any ongoing issues. Questions regarding deleting lists, viewing reporting, ensuring that emails aren’t duplicated when sending, inserting contact details in an email, and importing from a [redacted] Address Book just to name a few. As for the comments around jumping and skipping, that was in regards to the original complaint: “When creating emails the program would “skip” or seem to “jump” around and I would not be able to copy and paste my content. “ This wasn’t from the technical notes of our troubleshooter. I couldn’t find an interaction that included that complaint. I detailed an interaction in September of 2015 as a possible match. When creating an email there are two options available to our users. The first is to hit create and choose a template. What that provides is an untouched template that can be edited and customized. More popular, for good reason, is copying a previously sent email. This gives you a launching point that is more attractive due to the time spent customizing and branding the email to your needs. This is an exact copy, which would include any changes a user made to the code. This would require like expertise to edit the code for that block, or it could be deleted and replaced with a fresh block. I regret that we couldn’t resolve the issue while using the service. If given another opportunity we would be thrilled to work with the customer again. I will bring forward this feedback to our Billing department in regards to detailing the terms for a prepayment in additional places. The guidelines are clearly stated when the option is selected before a purchase is made. I am concerned why an agreement was made, including a refund, if the customer wasn’t satisfied. When the request was made to cancel there was a positive balance of $252.88. A refund was made of $126.44, I will have our finance settle the account. A refund can be expected of an additional $126.44 within 5 business days. I will also ensure the account is closed. It is my sincere hope that we have addressed all complaints.
After reviewing the account and working with our billing department we have isolated the issue. It seems the customer had mistakenly purchased a webinar. Paid webinar's are available on a variety of marketing and are often attended by non Constant Contact customers. The actual...
account was only a trial. The customer explained this to billing and they have reached out to the training team that provides these services for a refund. This process has already started, I cannot provide a refund for the Constant Contact account, as it was never activated. The customer can expect to hear from billing in regards to the Webinar that was purchased this week.
I have reviewed all of the notes on the account. In addition, I have also completed a thorough search of our telephony database for any contacts from the customer. We have exhausted all search methods to find a contact made from the customer’s number to any of our help departments. ...
I even extended the search before and after the December time frame in hopes of discovering a missed interaction. We did not receive a contact from the customer, let alone a request to cancel. The customer selected a billing plan that automatically bills monthly. The specific Terms of Service are clear: 4.2. Payment; (a) Payment. Payment for the Products will be made in advance by a valid credit card accepted by us. Checks will be accepted for prepayments of at least six months. Fees are payable in U.S. dollars only. If the monthly payment option is selected or if you have previously provided us with your credit card for payment, you hereby authorize us to charge your credit card for such amounts on a regular monthly basis beginning at the end of any applicable free trial period and continuing until such time as your Constant Contact account is terminated. If we are for any reason unable to effect automatic payment by credit card, we will attempt to notify you by email and your Constant Contact account may be disabled until payment is received. 8. Termination. You may terminate your Constant Contact account at any time by calling Constant Contact Customer Support. Except as specifically set forth herein or on the Site, there are no refunds for any fees paid. YOU ARE SOLELY RESPONSIBLE FOR TERMINATING YOUR CONSTANT CONTACT ACCOUNT AND THIS AGREEMENT. WE ARE NOT RESPONSIBLE FOR YOUR FAILURE TO PROPERLY TERMINATE YOUR CONSTANT CONTACT ACCOUNT AND THIS AGREEMENT OR FOR ANY CREDIT CARD OR OTHER CHARGES OR FEES YOU INCUR AS A RESULT OF YOUR FAILURE TO PROPERLY TERMINATE YOUR CONSTANT CONTACT ACCOUNT AND THIS AGREEMENT. Link for entire terms and conditions: http://www.constantcontact.com/uidocs/CCSiteOwnerAgreement.jsp I am unable to refund the customer. I can verify the account is canceled. We greatly value the customer, and sincerely hope we can be of assistance in the customer’s future marketing efforts.
I'm sorry you had any trouble at all. I checked your account and see that what happened was that your list grew into the next price tier, which is what resulted in the higher charge than you had been used to. Your fee for our service has always been a monthly charge...
determined by the number of contacts you had in your Constant Contact account during the prior billing period. For quite some time you had been in one particular price tier, defined by having 0 - 500 contacts, which costs $25.00 per month. Your list of contacts has gradually grown to the point where it moved into the next price tier at 501 - 2500 contacts, which costs $45.00.I also see from the customer support notes from your recent calls that one of our support reps helped you remove some of your bounced contacts to bring your list down slightly, so for the time being your contact level is back below 500 contacts and in the price tier where you had been before. It seems you may not have been aware of the fee structure for our service, and if our support reps did not explain this to you when you called, I apologize. This morning we processed a refund of $40.00 for you as a courtesy. The timing with which you see it on your credit card depends on your credit card company's protocol, but generally you should see it within 3 to 5 business days. If your list grows into the next price tier going forward, the monthly fee for Constant Contact would go up accordingly as explained above. I do notice your current number of contacts is riding just below the threshold of the next price tier, so if you are trying to remain in the lower one, I would recommend checking your bounces regularly and removing any that seem like they are repeatedly undeliverable, which could help keep you in the lower price point a little longer. If you ever need help with that, please feel free to reach out to our customer support team and we'll be delighted to help you remove some contacts.
I have reviewed the account, including the open case made this morning to attain a refund. I have confirmed the customer has been contacted and a refund was made of $990.00. It is my understanding that all requests have been satisfied. We are happy to answer any inquiries and look...
forward to supporting the customer's continued marketing needs.
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.
In addition to this, we as a family & business would like to add that it was simply how the matter was handled that upset us. We understand the initial mistake was a common misunderstanding due to the similarity in the business names. We would recommend that you as a company set in place a better set of checks & balances to ensure that this does not happen again to other businesses. Many businesses across the US operate with similar names & within close proximity to one another. We want to help prevent any reoccurring problems for our own business as well. Possibly something as simple as double checking zipcodes or contacting the businesses themselves before assuming the information you are providing is correct. Had we been asked in the first place, we may have signed up with you for this service to start with.
Regards,
[redacted]
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 would accept your proposed 2 months refund of $69 dolars x2, totaling $138. However, when I logged into my credit card account today only one or those two $69 amounts was refunded. Please check your accounting records and see what happened with the refunds on your end. I will gladly accept this and agree to close this case and complaint out. Thanks.
Regards,
[redacted]
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].
The services of [redacted] were solicited to our business initially under the guise of a company called Constant Contact -- after requesting for clarification, the information I was given was that Constant Contact had acquired [redacted] and is the parent company of [redacted]. Parent companies should ultimately maintain accountability for the actions of the companies they maintain ownership of.
Regards,
[redacted]
The original claim was that Constant Contact had denied a refund. That was not the case, the refund had been approved. The refund was already processed, we are unable to expedite in any additional fashion. I apologize for any inconvenience.
I have received verification from my Finance Department that a full refund was made to the CC on the account in the amount of $206.70. I again apologize for the miscommunication. The actions taken and noted were not communicated correctly. The intention was to communicate a refund, and instead it spoke of a credit. Please contact our billing department should you have any additional questions regarding payments for service. [redacted]
We're very sorry if the billing terms were not fully explained by the representative you were working with when you signed up. We've processed the refund in question to your [redacted] card. All the best to you, and thank you for having used Constant Contact.
I have reviewed the customer's account, including notes and billing for services. The customer qualified and took advantage of a non-profit discount. This substantial discount required the customer to prepay for 1 year, and it clearly states: "Please note, prepayments are...
non-refundable, even if you choose to cancel your subscription before your prepayment balance runs out." The payment plan requires the customer to take action to agree before continuing. We do track the monthly deduction of funds in the customer's account. This is due to fluctuations in an account that could cause the prepayment to run out sooner or go longer depending on the additional/subtraction of services or contact level. This is a feature to allow the customer to stay informed on their account status. I am unable to apply a refund of the remaining balance.
I have created a block to the address: [redacted]@mail.wvu.edu. No Constant Contact subscriber will be allowed to mail to this contact. Important: this will prevent businesses that use Constant Contact from sending to this address now, and in the future. Contact Support...
should this need to be lifted: ###-###-####As a strictly Permission Based Engagement Marketing service we take SPAM very seriously. We apologize for any inconvenience and are confident in the tools provided by a 3rd party to manage unsubscribes. These are automatically removed from customer lists. Now that the email address is blocked we will prevent all attempts to mail to the address in question through Constant Contact, regardless if the user adds the contact to a mailing list or not. Only contact from the owner of [redacted] will remove this restriction.Again, we sincerely apologize for any unwanted communication.
It must be frustrating indeed to discover you were paying for your Constant Contact subscription for five years. I'm sorry that happened to you. It sounds as though you believed it was canceled, but we truly see no record that you called to cancel it until very recently. It is disappointing to...
learn that you called twice and were not able to connect with a manager. I apologize for this, and imagine this could only have added to your frustration. In reading your statement, it sounds as though one of your demands is that we change our monthly subscription based service to a different billing model where customers would annually renew. While we respect your opinion and value the feedback, we don't feel this change would be good for our customers and won't be implementing your specific suggestion. The vast majority of our customers are used to our billing cycle. They, like yourself subscribed to a service for which they are charged monthly. In your case, we can see you didn't send emails for quite some time, however the service is not only used for sending emails, so for some customers this doesn't indicate a lack of intent to remain subscribed to the service. We feel making them contact us every year to make sure they want to use our service would indeed be onerous. The monthly charges for our service should be very plainly labeled in their credit card statements, and that should be an adequate reminder for the majority of people as to what they have purchased, just as they would with any other monthly billable service like a gym membership, TV subscription, and many others.With regard to the refund you've requested, we've gone ahead and processed the $500.00 refund. The timing with which you see it reflected on your credit card will depend on your credit card's transfer processes, but generally you should see it within a few business days. We wish you the best, and thank you for having used Constant Contact.
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.
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 want to apologize for any inconvenience this has caused. I have verified that the email address "[redacted]" successfully unsubscribed on 8/20/2016. This address will not receive future mailings from "[redacted]". Previous to this I also see an unsubscribe...
from an email of "[redacted]". I do show a third email address listed for the customer though, "[redacted]". While our unsubscribe feature will prevent future mailings to an address it will not prevent mailings to additional addresses for a single recipient. I will ensure no future emails from any user of Constant Contact is sent to these three addresses.Again, I apologize for this experience. We are dedicated to provide features to prevent spam. We were able to verify the feature was working. In this case the last unsubscribe request was just from a different email address. Thank you.
I have reviewed the interaction via chat with our support division on 8/17/2016. The specialist explained he was unable to cancel an account and our billing department would need to be contacted. This is correct, they are unable to cancel the account, these representatives are there for...
troubleshooting needs. More recently there was a call to our billing department (9/8/2017), and the request to cancel was processed. A refund was discussed but it was also explained that the customer was going to dispute the charges with the credit card used to pay for service. We are unable to refund a service when a charge back will be processed for the same service. With both the Terms of Service in mind, and the charges being disputed through the customer's Credit Card, I am unable to meet the desired settlement. Should anything change our billing department would be able to further assist the customer. I sincerely apologize that security reasons prohibit the cancellation of accounts in chat. We staff our departments to meet the customer need, I apologize if the hold for Billing was longer than expected.
I have reviewed the account in question and the billing for service. There was a price change in April of 2016, notifications were sent to all customers. That notification went to the email address set on the account: [redacted]. We have not increased the...
service price again, the customer added to their contact level and moved into a more expensive tier of service. The billing is clearly presented and we allow the customer to increase or decrease in tier at anytime. Removing contacts to 500 or fewer would have made the price $21.25. I apologize for any confusion, we try to make the billing as clear as possible. According to the interactions noted on the account the customer has scheduled to cancel the account. It will close on 3/15/17 per request. The customer was also offered a 40% Discount for 12 months. We truly value the customer and would like the chance to correct what seems to be a misunderstanding. While I can't offer a refund, the customer has an opportunity to greatly reduce their billing for a service that meets their needs. There are only 6 contacts over the 500. Removing 6 contacts and taking the 40% off offer would more than compensate for a couple months at a higher price point. I hope this meets the customers needs and again, I apologize for any confusion in this matter.
I am terribly sorry for any misinformation given. Constant Contact and [redacted] are both owned by Endurance International Group Inc. I am unable to answer on [redacted]'s behalf. They do have their own accreditation with the Revdex.com. I sincerely apologize for any inconvenience this may cause. I am more than happy to resolve anything dealing with Constant Contact. I am able to forward the customer's comments to [redacted], if that is the customer's wish. Please let me know if that is an acceptable resolution, and I will forward this internally. If the customer would rather submit directly with the Revdex.com, I understand. I will wait for further direction.
I would like to clarify a few points. My details of the use of our support was only meant to outline our willingness to help no matter the issue, and that for years we were available to answer and resolve any issues. Not to insinuate any loss on the part of the company. We greatly value the relationship we build with our customers as our passion lies in their successful marketing. Reading over the interactions with our support team I see a history of service to a loyal customer. There aren’t recurring themes between interactions to suggest any ongoing issues. Questions regarding deleting lists, viewing reporting, ensuring that emails aren’t duplicated when sending, inserting contact details in an email, and importing from a [redacted] Address Book just to name a few. As for the comments around jumping and skipping, that was in regards to the original complaint: “When creating emails the program would “skip” or seem to “jump” around and I would not be able to copy and paste my content. “ This wasn’t from the technical notes of our troubleshooter. I couldn’t find an interaction that included that complaint. I detailed an interaction in September of 2015 as a possible match. When creating an email there are two options available to our users. The first is to hit create and choose a template. What that provides is an untouched template that can be edited and customized. More popular, for good reason, is copying a previously sent email. This gives you a launching point that is more attractive due to the time spent customizing and branding the email to your needs. This is an exact copy, which would include any changes a user made to the code. This would require like expertise to edit the code for that block, or it could be deleted and replaced with a fresh block. I regret that we couldn’t resolve the issue while using the service. If given another opportunity we would be thrilled to work with the customer again. I will bring forward this feedback to our Billing department in regards to detailing the terms for a prepayment in additional places. The guidelines are clearly stated when the option is selected before a purchase is made. I am concerned why an agreement was made, including a refund, if the customer wasn’t satisfied. When the request was made to cancel there was a positive balance of $252.88. A refund was made of $126.44, I will have our finance settle the account. A refund can be expected of an additional $126.44 within 5 business days. I will also ensure the account is closed. It is my sincere hope that we have addressed all complaints.
After reviewing the account and working with our billing department we have isolated the issue. It seems the customer had mistakenly purchased a webinar. Paid webinar's are available on a variety of marketing and are often attended by non Constant Contact customers. The actual...
account was only a trial. The customer explained this to billing and they have reached out to the training team that provides these services for a refund. This process has already started, I cannot provide a refund for the Constant Contact account, as it was never activated. The customer can expect to hear from billing in regards to the Webinar that was purchased this week.
I have reviewed all of the notes on the account. In addition, I have also completed a thorough search of our telephony database for any contacts from the customer. We have exhausted all search methods to find a contact made from the customer’s number to any of our help departments. ...
I even extended the search before and after the December time frame in hopes of discovering a missed interaction. We did not receive a contact from the customer, let alone a request to cancel. The customer selected a billing plan that automatically bills monthly. The specific Terms of Service are clear: 4.2. Payment; (a) Payment. Payment for the Products will be made in advance by a valid credit card accepted by us. Checks will be accepted for prepayments of at least six months. Fees are payable in U.S. dollars only. If the monthly payment option is selected or if you have previously provided us with your credit card for payment, you hereby authorize us to charge your credit card for such amounts on a regular monthly basis beginning at the end of any applicable free trial period and continuing until such time as your Constant Contact account is terminated. If we are for any reason unable to effect automatic payment by credit card, we will attempt to notify you by email and your Constant Contact account may be disabled until payment is received. 8. Termination. You may terminate your Constant Contact account at any time by calling Constant Contact Customer Support. Except as specifically set forth herein or on the Site, there are no refunds for any fees paid. YOU ARE SOLELY RESPONSIBLE FOR TERMINATING YOUR CONSTANT CONTACT ACCOUNT AND THIS AGREEMENT. WE ARE NOT RESPONSIBLE FOR YOUR FAILURE TO PROPERLY TERMINATE YOUR CONSTANT CONTACT ACCOUNT AND THIS AGREEMENT OR FOR ANY CREDIT CARD OR OTHER CHARGES OR FEES YOU INCUR AS A RESULT OF YOUR FAILURE TO PROPERLY TERMINATE YOUR CONSTANT CONTACT ACCOUNT AND THIS AGREEMENT. Link for entire terms and conditions: http://www.constantcontact.com/uidocs/CCSiteOwnerAgreement.jsp I am unable to refund the customer. I can verify the account is canceled. We greatly value the customer, and sincerely hope we can be of assistance in the customer’s future marketing efforts.
I'm sorry you had any trouble at all. I checked your account and see that what happened was that your list grew into the next price tier, which is what resulted in the higher charge than you had been used to. Your fee for our service has always been a monthly charge...
determined by the number of contacts you had in your Constant Contact account during the prior billing period. For quite some time you had been in one particular price tier, defined by having 0 - 500 contacts, which costs $25.00 per month. Your list of contacts has gradually grown to the point where it moved into the next price tier at 501 - 2500 contacts, which costs $45.00.I also see from the customer support notes from your recent calls that one of our support reps helped you remove some of your bounced contacts to bring your list down slightly, so for the time being your contact level is back below 500 contacts and in the price tier where you had been before. It seems you may not have been aware of the fee structure for our service, and if our support reps did not explain this to you when you called, I apologize. This morning we processed a refund of $40.00 for you as a courtesy. The timing with which you see it on your credit card depends on your credit card company's protocol, but generally you should see it within 3 to 5 business days. If your list grows into the next price tier going forward, the monthly fee for Constant Contact would go up accordingly as explained above. I do notice your current number of contacts is riding just below the threshold of the next price tier, so if you are trying to remain in the lower one, I would recommend checking your bounces regularly and removing any that seem like they are repeatedly undeliverable, which could help keep you in the lower price point a little longer. If you ever need help with that, please feel free to reach out to our customer support team and we'll be delighted to help you remove some contacts.
I have reviewed the account, including the open case made this morning to attain a refund. I have confirmed the customer has been contacted and a refund was made of $990.00. It is my understanding that all requests have been satisfied. We are happy to answer any inquiries and look...
forward to supporting the customer's continued marketing needs.
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.
In addition to this, we as a family & business would like to add that it was simply how the matter was handled that upset us. We understand the initial mistake was a common misunderstanding due to the similarity in the business names. We would recommend that you as a company set in place a better set of checks & balances to ensure that this does not happen again to other businesses. Many businesses across the US operate with similar names & within close proximity to one another. We want to help prevent any reoccurring problems for our own business as well. Possibly something as simple as double checking zipcodes or contacting the businesses themselves before assuming the information you are providing is correct. Had we been asked in the first place, we may have signed up with you for this service to start with.
Regards,
[redacted]
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 would accept your proposed 2 months refund of $69 dolars x2, totaling $138. However, when I logged into my credit card account today only one or those two $69 amounts was refunded. Please check your accounting records and see what happened with the refunds on your end. I will gladly accept this and agree to close this case and complaint out. Thanks.
Regards,
[redacted]
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].
The services of [redacted] were solicited to our business initially under the guise of a company called Constant Contact -- after requesting for clarification, the information I was given was that Constant Contact had acquired [redacted] and is the parent company of [redacted]. Parent companies should ultimately maintain accountability for the actions of the companies they maintain ownership of.
Regards,
[redacted]
The original claim was that Constant Contact had denied a refund. That was not the case, the refund had been approved. The refund was already processed, we are unable to expedite in any additional fashion. I apologize for any inconvenience.
I have received verification from my Finance Department that a full refund was made to the CC on the account in the amount of $206.70. I again apologize for the miscommunication. The actions taken and noted were not communicated correctly. The intention was to communicate a refund, and instead it spoke of a credit. Please contact our billing department should you have any additional questions regarding payments for service. [redacted]
We're very sorry if the billing terms were not fully explained by the representative you were working with when you signed up. We've processed the refund in question to your [redacted] card. All the best to you, and thank you for having used Constant Contact.
I have reviewed the customer's account, including notes and billing for services. The customer qualified and took advantage of a non-profit discount. This substantial discount required the customer to prepay for 1 year, and it clearly states: "Please note, prepayments are...
non-refundable, even if you choose to cancel your subscription before your prepayment balance runs out." The payment plan requires the customer to take action to agree before continuing. We do track the monthly deduction of funds in the customer's account. This is due to fluctuations in an account that could cause the prepayment to run out sooner or go longer depending on the additional/subtraction of services or contact level. This is a feature to allow the customer to stay informed on their account status. I am unable to apply a refund of the remaining balance.