Footage Firm, Inc

Hello, Our records indicate that the customer was refunded for both the *** subscription as well as the *** subscription and notification of that was sent to the customer on November 27th

Hello,We have issued a refund for the $monthly fee and the funds will post back in 5-business days. During the time of registration our site states multiple times that the account must be cancelled by the end of the day trial if the customer no longer wishes to use the service or the
account will upgrade to a monthly membershipWe also disclose this information in our FAQs as well as on the Member Dashboard, which the customer has access to every time they log into their account. Also, we have a customer support team who can handle billing requests, however the customer must contact them to discuss the issueBased on our records the customer did not reach out to customer support team prior to submitting this complaint. Because we have made an exception in this instance, if the customer reopens this account or opens a new account we will not be able to issue any further refunds

Hello, Our records indicate that the customer was refunded in full on the 16th of DecemberConfirmation of this was sent to the customer via email. This is the second time the customer has opened an account with usWe advice that the customer does not create any new accounts on our
service as creating multiple accounts in order to take advantage of the day trial is a violation of our terms of service

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:Date: Thu, Jan 26, at 4:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com I hit reply but it did not take my reply to proceed, so here is what my response is .I do not accept their response because .They refunded me my money in full only after I had a strong conversation with the rep named Rick and he refunded it during our phone call like he was not even paying attention to what I was complaining aboutWhy would anyone threatens ME with legal action? That's ludicrous! I was the deceived party here! Give me a break! I told you I want someone to look into their marketing practices and I can send you the screen shots that say to the prospective client that there are "absolutely no additional fees" on their websiteNo additional fees if you are a member and download any clips from their websiteand then after I paid my membership, then tried to download my very first clip, they tried to charge me an additional feeThis is not right! Please hold then accountable and make them stop this kind of deceptive marketing practice without apologyNo one else should have to work as hard as I did to get them to give me a refundHe says he has the emails, I have a recording of our conversations, and the screenshots that show you the deceptionIf you tell me who to send them to at the Revdex.com I will gladly attach them! I want an apology, and a promise that they will cease their deceptive marketing practices now so no one else is deceived or treated this way again!Regards,*** *

The customer has been unsubscribed from all of our sitesIt can take up to business days for the change to take effect

The customer was refunded on August 17th

***,I am trying to ensure that you do not receive emails from any of our sites anymoreCan you please forward the email to me that you stated you received on July 16th from GraphicStock?

We have reached out the customer to try and resolve the issueOur site and servers are functioning correctly and no other customer is experiencing this issue. Please follow Amanda's suggestions to resolve the issue, which is included in this response.
class="customer_history_ticket_container
customer_history_ticket_outside_email_agent_response_first
" id="customer_history_outside_outside_tid_56fd50633b3b167371000663_i1193493663_vi...⇄ "border: 0px; margin: 0px; padding: 0px">I can't log into my account, the request always times out on multiple browsers...HIDEMAR 29TH, AT 12:13PM(DAYS AGO)HEADERSHTMLTEXT*** ***To: From: "Video Blocks" Reply-to: [email protected] ***,There shouldn’t be any issues with logging in on *** *** or *** ***Let me know if you run into the same issues!HIDEMAR 31ST, AT 12:20AM(HOURS AGO)To: Submitted via WebFrom: ***@***.comI STILL CANNOT EVEN GET TO YOUR MAIN PAGE TO LOGIN BECAUSE YOUR SITE IS OVERLOADEDIF THIS KEEPS US I WILL ASK FOR MY YEARLY MEMBERSHIP BACKI WILL CONTACT THE Revdex.com IN A COUPLE OF WEEKS IF YOU CANNOT MAINTAIN A HEALTHY BANDWIDTH AND GET MY MEMBERSHIP REFUNDED.THANKS,*HIDEMAR 31ST, AT 12:33AM(HOURS AGO)To: Submitted via WebFrom: ***@***.comAttachments: video_blocks.jpgYOUR SITE IS NOT RESPONDINGTHIS IS THE THIRD TICKETI CANNOT LOG INTO MY ACCOUNT BECAUSE YOUR SITE HAS NO BANDWIDTH...!!!!!Please send me an alternative way to log into videoblocks, if not please refund my account...HIDEMAR 31ST, AT 12:44AM(HOURS AGO)HEADERSHTMLTEXT***To: From: *** I cannot get into video blocks website at all to login let alone download anythingI paid for a years worth of free downloads and I'm getting zilch!Are you guys going out of business or something? That's why your doing a push for $a year and then you'll declare bankruptcy? If so please refund my membership and have a nice day.*** *** * ***http://www.***.com/***-----Original Message-----From: Video Blocks To: *** Sent: Tue, Mar 29, 12:pmSubject: Re: Technical SupportType your response ABOVE THIS LINE to reply*** ***Subject: Technical SupportMAR 29, | 12:12PM EDT*** *** replied:Hello ***,There shouldn’t be any issues with logging in on *** *** or *** ***Let me know if you run into the same issues!Thank you and let me know if you have any additional questions!Thank you,MattVideoBlocks Support: ***GraphicStock Support: ***AudioBlocks Support: ***How was our Customer Service?Your feedback is valuable and will only take seconds.Click or tap the rating which best represents your experience.MAR 29, | 01:57AM EDTOriginal message*** wrote:I can't log into my account, the request always times out on multiple browsers...This message was sent to ***@***.com in reference to Case #: ***.***HIDEMAR 31ST, AT 11:28AM(HOUR AGO)HEADERSHTMLTEXTAmanda S*To: From: "Video Blocks" Reply-to: [email protected] ***,Thank you for contacting us today! Matt has been out of the office the past couple of days and I would like to go ahead and see what I can do for you regarding your technical issue.If your connection is timing out, that means your computer is unable to communicate with our serversRather than continuously try and unsuccessfully connect forever, the connection will “time out,” resulting in no web pages being displayed.As the site is working on my end after doing a test, the communication error is not coming from our serversPlease check your firewall settings to make sure you are not inadvertently blocking our siteIf this does not solve your issue or if your firewall is not blocking our site, please contact your ISP for further troubleshooting.We apologize for any inconvenience, but hope this gives you a better understanding on what might be happening and whyPlease let me know if you have any further questions or concerns.Have a great day!
Read More Customer Complaints:
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***,
I am trying to ensure that you do not receive emails from any of our sites anymoreCan you please forward the email to me that you stated you received on July 16th from GraphicStock?

A refund has been processed and will post back to the customer's account in 5-business daysEmail confirmation for both the refund and the cancellation have been sent to the email address used to create the account

Hello,A refund has been issued.Please note that should the customer rejoin our site in the future no further refunds will be processed as we have made a one time accommodation in this case

[[redacted]...

[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. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:It does not go far enough to resolve this matter.Additionally, I believe that it is verified via recent communication with a representative of GraphicStock, how difficult it may be to have communication stopped with this business. In this instance, I believe that it would be beneficial for Revdex.com to also verify that the e-mail that I stated was sent to me was as I claimed.There has been no agreement regarding my request for full resolution.That stated, I now include all of the requested information (including full header indicating when the last GraphicStock e-mail advertisement was sent to me - well after cancellation of service (note some irrelevant information has been removed from the e-mail; although full context is in play):
[redacted]
[redacted], I am trying to ensure that you do not receive emails from any of our
sites anymore. Can you please forward the email to me that you stated you
received on July 16th? -- Thanks, and please le
To Me
Jul 18 at 3:10 AM
[redacted],
 
I am trying to ensure that you do not receive
emails from any of our sites anymore. Can you please forward the email to me
that you stated you received on July 16th? 
 
 
--
Thanks, and please let me know if you have any
additional questions!
- [redacted]
--
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
(P) ###-###-####http://www.[redacted]
 
To [redacted]
Jul 18 at 6:00 AM
 
 
Madam,
Make your request through Revdex.com - given the last claim that was submitted to them
from your end. This way, they can also know that the claim was completely
false.
Submit any further statements via Revdex.com - including offer of resolution - as I
deem your communication with me most improper and an attempt to circumvent the
involvement in this matter of Revdex.com.Regards,
[redacted]
 
 
[redacted]
To Me
Jul 18 at 6:09 AM
That email is from the Revdex.com, not GraphicStock. I am
requesting that you send me the email you stated you received from GraphicStock
on July 16th. In your rejection response you stated that you received an email
from GraphicStock on 7/16/14. I would like a copy of that in order to see if we
can pinpoint why you are still receiving emails from our company.
 
Show message history
[redacted]
[redacted]
[redacted]
Ph: ([redacted]
 
 
Madam,
Make your request through Revdex.com - given the last claim that was submitted to them
from your end. This way, they can also know that the claim was completely
false.
Submit any further statements via Revdex.com - including offer of resolution - as I
deem your communication with me most improper and an attempt to circumvent the
involvement in this matter of Revdex.com.
Regards,
[redacted]
 
On
Friday, 18 July 2014 3:10 AM, [redacted] <[redacted]>
wrote:
 
[redacted],
 
I am trying to ensure that you do not receive emails from any of our
sites anymore. Can you please forward the email to me that you stated you
received on July 16th? 
 
 
--
Thanks, and please let me know if you have any additional questions!
- [redacted]
--
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
(P) ###-###-####
http://www.[redacted]/
[redacted]
[redacted]
 
 
 
--
Thanks, and please let me know if you have any
additional questions!
- [redacted]
--
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
(P) ###-###-####http://www.[redacted]
[redacted]
 
 
 
Dear [redacted],
Cease and desist from all further direct communication with me regarding the
matter that is presently before Revdex.com. There is no reason for
you to continue to further communicate directly as I have provided a fair and
reasonable alternative - submit your request via Revdex.com so that they may also see
the applicable correspondence.
Additionally, I will also show them the e-mailed communication between ourselves
since the matter was brought to the attention of Revdex.com.
Regards,
[redacted]
 
From
GraphicStock Tue Jul 15 09:18:39 2014
X-Apparently-To:
[redacted] via 72.30.237.11; Tue, 15 Jul 2014 16:18:50
+0000
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Received:
from localhost ([redacted]
               [redacted]
               [redacted]
To:
[redacted]
Subject:
Save Time with images from GraphicStock
Date:
Tue, 15 Jul 2014 16:18:39 +0000
From:
GraphicStock <[email protected]>
Reply-To:
GraphicStock <[email protected]>
Content-Type:
[redacted]
 [redacted]
[redacted]
Message-ID:
<[redacted]
[redacted]
[redacted]
[redacted]
Regards,
[redacted]

Hello,Our records show that the customer did sign up for a 7 day trial, but during the trial period the customer accepted an offer to upgrade to the $99 subscription and then continued to use the account to download content from our site. I have attached a screenshot showing the download history as...

well as the trial sign up action and the pop-up acceptance action.We have a strict no refund policy, which is why a refund was not issued when the customer contacted support. Our refund policy is made available on our site under the FAQs, here is the link for that information. Because the customer accepted the offer and used the site do download content we can not issue a refund for the charge. The autorenewal on the account has been turned off and he will have access for a year of unlimited downloads. The account will not automatically renew at the end of the subscription period. http://[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Your response does not reflect the reality of my interactions with your company.
I fail to see any agreeable outcome. Exactly which resolution you would have liked me to accept? Being screwed or being screwed? As per the attached screenshot, my only option was to remain a 'paying member'.
Let me remind you that I had asked for a refund of the money that you debited from to my account without my consent and was told no. I called in moments after I received the invoice email. I had not downloaded anything and was shocked at the charge.
And after finally searching the internet, it was evident that VideoBlocks fails to respect customers (i.e. prey) unless they file complaints through the Revdex.com.
Regards,
[redacted]

Hello,
The customer has been issued a refund on $147.00 back to their account. The last refund that has been requested is too old for our billing processor to credit back, therefore the customer must contact us in order to request a check for the remaining balance.

Hello,
The customer was issued a full refund on 5/17/14 after he called in for a refund and spoke with a representative. He was billed because he did not cancel his account correctly. In order for us to issue any overdraft fees back to him he will need to contact us directly with...

documentation showing his account was overdrafted because of the subscription fee.

Hello, The customer contact support on March 31st and was issued a refund on March 31st.

As our representative stated the customer registered for a paid subscription and did not go through the correct pages to sign up for a trial. The customer also never responded to our agents and instead of discussing the issue further went to the Revdex.com. There was no exchange between the two parties...

that would have come to a resolution as the customer did not respond to the agents email.  
As a one time accommodation a refund has been issued. If the customer returns to the site and reactivates their account or creates another account we will not be able to issue any further refunds as we have a no refund policy.