Evernote Corporation

Initial Business Response / [redacted] (1000, 5, 2015/07/07) */ Contact Name and Title: [redacted] Hello, We do allow all customers to access [redacted] ,https://evernote.com/contact/ [redacted] /, from this [redacted] in the bottom right corner select" Contact us for [redacted] " https://www.evernote.com/ [redacted] Next [redacted] select "Report Data Loss" in the "What can we help you with" field Please add" Attn: [redacted] " in the subject line and I will get your request directly Once submitted we will get back with you as soon as possibleI apologize for the delay as the recent holidays have put us a bit behindand we will get your request directly Thank you, [redacted]

Thanks for this feedback! Our Evernote support team has reached out to [redacted] by email today and we should be able to resolve this shortlyHere is a copy of the message we sent:" My name is Seth, and I am the Commerce Lead for Evernote Customer SupportWe received your request from the Better Business Bureau and wanted to follow up with you I understand you have been paying for Evernote for the last couple of years, yet you deactivated your account almost years agoI was able to locate another ticket from you (# [redacted] )It appears you are in communication with our agent Haas on this matter Haas discovered that your account associated with [redacted] was deactivated in ***, and that no charges have been applied to that account since thenHaas mentioned to you that there was a second Evernote account she found based on the payment information you providedThe second account is still active and has been subscribed to service for the last couple of years You are in good hands with HaasShe will work with you on getting that second account closedIf you do have any additional questions for me, please do follow up hereI would be happy to help in any way I can."

Hello [redacted] We'd be glad to refund this amount! Sorry for any confusion caused Not sure why we don't see your refund requestsWe only see two customer support requests from you in August about Windows and Web ClipperYou responded to both and gave our agents a good rating [redacted] - 10/- - refunded [redacted] - 09/- - refunded [redacted] - 08/-- refundedThis is a total refund of the disputed amount of $ Best, [redacted] (Technical Support Manager)

Complaint: 12585449I am rejecting this response because:Sincerely, [redacted]

[redacted] has followed our instructions and deactivated the accountOnce the account was securely deactivated we proceeded with closing the account as requestedThe account is now closed Thanks, Evernote Support

Complaint: [redacted] I am rejecting this response because it shouldn't require me to do anything on this service it is impossible to use this service.Sincerely, [redacted]

I've followed up with [redacted] on the support ticket he submitted We do require that customer deactivate their accounts before the account can be removed It's a security precaution to ensure that the person asking us to remove the account is in fact the owner of the accountIt's in place for the protection of our customers content.I've provided [redacted] with instructions on how to deactivate the accountHe'll need to sign into his account and click the deactivate buttonOnce that is done we'll be able to move forward with the account removal Best, [redacted] (Technical Support Manager)

Hello,
When the initial payment is made we are clear about the auto-renewal and the ability for the customer to cancel at anytimeThe auto-renewal is for the convenience of our customersOur refund policy can be found at ***
Best,
Evernote Customer Support

Complaint: [redacted]I am rejecting this response because: As I explained in my complaint, I didn't see the charge until 4 months later because they gave no notice that the renewal was coming up or that my account had been charged. I was dissatisfied with the Evernote application and went into my account to cancel; that was when I saw that I'd already been charged for another year. Totally unfair. I have removed all data from the app and am only leaving my account open because I want a refund.
FYI, my next step if they refuse will be to contact the State Attorney General and complain about businesses processing this kind of auto-renewal without warning. This policy amounts to a scam and there should be a law against it.
Sincerely,[redacted]

Hello,
We do have renewing subscriptions for the convenience of our customers. We make it clear during the initial payment that the subscription will continue and the customer can cancel at anytime. The customers subscription auto-renewed and they reached out to us four months later requesting a...

refund. We are not able to offer a refund after four months have passed.
Best,
Evernote Customer Support

Hello[redacted]
We'd be glad to refund this amount! Sorry for any confusion caused.
Not sure why we don't see your refund requests. We only see two customer support requests from you in August about Windows and Web Clipper. You responded to both and gave our agents a good...

rating.
[redacted] - 10/2016 - 7.99 - refunded [redacted] - 09/2016 - 7.99 - refunded[redacted] - 08/2016 -7.99 - refundedThis is a total refund of the disputed amount of $23.97.
Best,
[redacted] (Technical Support Manager)

Initial Business Response /* (1000, 5, 2015/05/12) */
Dear Revdex.com,
Thank you for contacting us regarding Mr. [redacted]'s issue.
After reviewing the case information, it appears that a colleague of Mr. [redacted]'s used Mr. [redacted]'s credit card to pay for a separate account. Once Mr. [redacted] contacted us,...

we refunded the charge. The date of the refund was 5/11/2015 in the amount of $45.
I hope this helps sort out the matter.
Regards,
[redacted] P
Evernote, [redacted] Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Evernote rep contacted me by email but has not followed up by correcting my plan to a PLUS plan. It is incredibly frustrating that such a simple matter could have been easily corrected with a phone call was not. Evernote has ZERO customer support by phone! Even when you leave a message on their corporate phone number they don't respond by phone. It's a shame that I have to resort to file a complaint with BB to get a response from them. The $45 refund has NOT been credited to my Amex yet.

Thanks for this feedback! Our Evernote support team has reached out to [redacted] by email today and we should be able to resolve this shortly. Here is a copy of the message we sent:"
My name is Seth, and I am the Commerce Lead for Evernote Customer Support. We received your request from the Better...

Business Bureau and wanted to follow up with you.
I understand you have been paying for Evernote for the last couple of years, yet you deactivated your account almost 2 years ago. I was able to locate another ticket from you (#[redacted]). It appears you are in communication with our agent Haas on this matter.
Haas discovered that your account associated with [redacted] was deactivated in [redacted], and that no charges have been applied to that account since then. Haas mentioned to you that there was a second Evernote account she found based on the payment information you provided. The second account is still active and has been subscribed to service for the last couple of years.
You are in good hands with Haas. She will work with you on getting that second account closed. If you do have any additional questions for me, please do follow up here. I would be happy to help in any way I can."

Initial Business Response /* (1000, 5, 2015/07/07) */
Contact Name and Title: [redacted]
Hello,
We do allow all customers to access [redacted] ,https://evernote.com/contact/[redacted]/, from this [redacted] in the bottom right corner select" Contact us for [redacted]". ...


https://www.evernote.com/[redacted]
Next [redacted] select "Report Data Loss" in the "What can we help you with" field.
Please add" Attn: [redacted]" in the subject line and I will get your request directly.
Once submitted we will get back with you as soon as possible. I apologize for the delay as the recent holidays have put us a bit behind. and we will get your request directly.
Thank you,
[redacted]

Complaint: 12585449I am rejecting this response because:Sincerely,[redacted]

I've followed up with [redacted] on the support ticket he submitted.
We do require that customer deactivate their accounts before the account can be removed.
It's a security precaution to ensure that the person asking us to remove the account is in fact the owner of the account. It's in place for the...

protection of our customers content.I've provided [redacted] with instructions on how to deactivate the account. He'll need to sign into his account and click the deactivate button. Once that is done we'll be able to move forward with the account removal.
Best,
[redacted] (Technical Support Manager)

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]

Complaint: [redacted]I am rejecting this response because: They are using circular logic. Their actions are indefensible and no one should do business with this company. I understand that Revdex.com cannot force a just solution and will pursue other paths of complaint. But please note a warning on your site that this is an unscrupulous business.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/11/06) */
Hello [redacted],
Thank you so much for your continued patience. My sincerest apologies for the delay in my response.
I have reviewed your ticket and the events that have taken place. There was indeed an issue on our side that did cause this...

issue. Our Engineering Team are reviewing this as we speak.
I so see where your account is all set for a recurring subscription moving forward. I have added 30 Evernote Points to your account for the inconvenience this has caused.
For further information regarding Evernote Points, please follow the link below:
https://help.evernote.com/hc/en-us/articles/XXXXXXXXX
If you do encounter any further issue moving forward, please let me know.
Take care and have a wonderful day ahead.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have fixed my account.
I got an apology from them claiming that they fixed my account on Friday, but if they did, I sure never got the email, and I did check the spam folder.
What they have NOT done is added phone [redacted] and the ability of people who lose their premium account status through no fault of their own to use chat.
Evernote provides a service that is completely useless if it is not completely reliable and if problems that occur cannot be fixed immediately instead of by email days later if at all.

[redacted] has followed our instructions and deactivated the account. Once the account was securely deactivated we proceeded with closing the account as requested. The account is now closed.
 
Thanks,
Evernote Support