Creativebug, LLC

Initial Business Response / [redacted] (1000, 9, 2015/11/30) */ Received business response via email on 11/25/15: Please note that she has canceled her account as of Oct 26, and is no longer subscribed to our service There must be some confusion, because we first heard from [redacted] on June 16, and responded to within minutes of receiving her initial emailOur correspondence is attachedDue to privacy concerns, we do not cancel subscribers accounts, but they can at anytime log in and cancel their own accounts with the click of a buttonOur website is available 24/to do that We are a small team and focus on email support, not telephone, so we have a record of any correspondence with our customersWe now recently have added a chat service as well but this was not available prior to OctoberWe receive many emails each day and also stay in touch with our customers via customer service, and have not had other complaints of returned emails or customers not being able to get in touch with us I have also attached a copy of our terms of serviceWe are a subscription service and users who sign up for our monthly service receive full access to our site as well as a credit to keep a class forever each month, even when they are no longer subscribed to our serviceThis user's access expired on 11/ She has not requested a refund, but we would like to process a full refund for this customer and she should expect to see an update to her credit card next week Warmest regards, ***

Hello! We're very sorry for the technical difficulties that our customer has been experiencingPlease let them know we're doing our absolute best to resolve this issueWe've currently sent a response to [redacted] 's enquiry via our customer service portalHer ticket number is # [redacted] Please contact us back, we'd love to help Best, Creativebug

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] **

Hi there, Please accept our deepest apologiesWe have gone ahead and refunded your account We also responded to your inquiry on 3/informing you of this refundIf you have any further questions, please contact us at [redacted] All the best, Creativebug

Complaint: ***I am rejecting this response because: the company contacted me and simply offered a month free or three credits Since they have no explanation for why my seven credits and my account was deleted, it makes no sense to offer more credits that may simply disappear in the future I would like a refund for the seven months of membership I paid for on their website and the classes that are not longer accessible via my account. Sincerely,*** ***

I signed up for a trial service with this companyThe product itself was okay, but the billing services are questionableMy account was charged several times and I'm not sure whyI contacted billing but I only got a brick wallThe subscription is only five dollars so it's not a huge deal, but it cost me a lost more because their continuous charges resulted in fees from my bankDon't trust them with your bank account informationThe service isn't worth it

Initial Business Response /* (1000, 9, 2015/11/30) */
Received business response via email on 11/25/15:
Please note that she has canceled her account as of Oct 26, and is no longer subscribed to our service
There must be some confusion, because we first heard from *** on June 16,
and responded to within minutes of receiving her initial emailOur correspondence is attachedDue to privacy concerns, we do not cancel subscribers accounts, but they can at anytime log in and cancel their own accounts with the click of a buttonOur website is available 24/to do that
We are a small team and focus on email support, not telephone, so we have a record of any correspondence with our customersWe now recently have added a chat service as well but this was not available prior to OctoberWe receive many emails each day and also stay in touch with our customers via customer service, and have not had other complaints of returned emails or customers not being able to get in touch with us
I have also attached a copy of our terms of serviceWe are a subscription service and users who sign up for our monthly service receive full access to our site as well as a credit to keep a class forever each month, even when they are no longer subscribed to our serviceThis user's access expired on 11/
She has not requested a refund, but we would like to process a full refund for this customer and she should expect to see an update to her credit card next week
Warmest regards,
***

Hello,
We first want to apologize to Lisa for this misunderstandingTo start, all of our customer service is done via online through chat or emailWe're a small team and unfortunately we cannot make personal phone calls to address issuesThis is something we're looking to resolve in the
futureAgain, we'd like to apologize
To add, our customer service is outsourced, therefore it's critical that the customer gives them all the information they require to adequately handle their problemWith that said, as you'll see in the correspondence, we repeatedly asked this person for their correct email address, last of their CC, and/or proof of purchase (a transaction number) in order to properly locate their accountWe did not receive any of this informationAlso, their first attempt at contact was in AugustTheir claim for a year's worth of refunds does not match what is seen in our customer service recordsAgain, we cannot confirm any of her claims without the information we asked forIf they are willing to work with us, we ask that they please contact us at ***We would love to settle this matter.
Sincerely,
Creativebug Support

Pls be warned...Creative bug is deducting monthly fee from my credit care since November till date
I have not subscribed to this page neither given any informationI did not realize this until last month, when I canceled the subscription, which I never took in first placeBut the deductions continue from my credit card, as it looks like the company is cheating lot may people like me
Pls check this page

Hello there,
We're very sorry for the delay in responseWe're a small team and sometimes we need extra timeWe'd like to let them know that we are working diligently to find a way to either give her a partial refund or a way for her to access the classes along with a refund for the
difference
Best,
Creativebug

We'd love to refund her and cancel her account as she wishes. 
 
Best, 
[redacted]

Hello!
 
We're very sorry for the technical difficulties that our customer has been experiencing. Please let them know we're doing our absolute best to resolve this issue. We've currently sent a response to [redacted]'s enquiry via our customer service portal. Her ticket number is #[redacted] Please contact us back, we'd love to help. 
 
Best, 
Creativebug

Initial Business Response /* (1000, 9, 2015/11/30) */
Received business response via email on 11/25/15:
Please note that she has canceled her account as of Oct 26, 2015 and is no longer subscribed to our service.
There must be some confusion, because we first heard from [redacted] on...

June 16, and responded to within 4 minutes of receiving her initial email. Our correspondence is attached. Due to privacy concerns, we do not cancel subscribers accounts, but they can at anytime log in and cancel their own accounts with the click of a button. Our website is available 24/7 to do that.
We are a small team and focus on email support, not telephone, so we have a record of any correspondence with our customers. We now recently have added a chat service as well but this was not available prior to October. We receive many emails each day and also stay in touch with our customers via customer service, and have not had other complaints of returned emails or customers not being able to get in touch with us.
I have also attached a copy of our terms of service. We are a subscription service and users who sign up for our monthly service receive full access to our site as well as a credit to keep a class forever each month, even when they are no longer subscribed to our service. This user's access expired on 11/3.
She has not requested a refund, but we would like to process a full refund for this customer and she should expect to see an update to her credit card next week.

Warmest regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

I just tried to sign up for a FREE trial with them but was denied because my debit card was denied? No I don't have the money on my card right now. But it says FREE TRIAL!!! WHY are they charging my card then?!

Hi there, 
 
Please accept our deepest apologies. We have gone ahead and refunded your account 5.95. We also responded to your inquiry on 3/19 informing you of this refund. If you have any further questions, please contact us at [redacted].
 
All the...

best, 
Creativebug

Initial Business Response /* (1000, 10, 2015/12/14) */
Received business response via email on 12/11/15
We've researched this complaint from [redacted] which was resolved by our Customer Service team on November 12.
She initially contacted us on Nov 9th with her concern of being...

double-charged for her subscription. She had input the wrong email address and then set up a second subscription with us after that.
Our subscriptions work just like other subscription services where users pay upfront for the upcoming month of service. In these cases, we will apply any credits that have been earned on the account the user opened in error ( Our monthly subscription fee of $4.95 includes full access to our library each month plus the ability to save 1 class for each month subscribed) to the user's primary account, and request that they close the other account which they themselves had opened in error.
In this case, Ms. [redacted] did not wish to do this, and filed a complaint with the Revdex.com. Please note that our Customer Service Supervisor did authorize the refund in full of the account that Ms. [redacted] opened in error on Nov 12th.
Best,
[redacted]

Initial Consumer Rebuttal /* (2000, 12, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Per our conversation, half the months were refunded. Not all. But I have not yet checked my statement to determine what was done. It is possible that all were refunded.
It did take considerable effort... to get that achieved. But I appreciate they did it.