[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 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 businessIn 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] , 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? -- Thanks, and please le To Me Jul at 3:AM [redacted] , 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? -- Thanks, and please let me know if you have any additional questions! - [redacted] -- [redacted] (P) ###-###-####http://www[redacted] To [redacted] Jul at 6:AM Madam, Make your request through Revdex.com - given the last claim that was submitted to them from your endThis 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 at 6:AM That email is from the Revdex.com, not GraphicStockI am requesting that you send me the email you stated you received from GraphicStock on July 16thIn your rejection response you stated that you received an email from GraphicStock on 7/16/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] Ph: ( [redacted] Madam, Make your request through Revdex.com - given the last claim that was submitted to them from your endThis 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, July 3:AM, [redacted] wrote: [redacted] , 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? -- Thanks, and please let me know if you have any additional questions! - [redacted] -- [redacted] (P) ###-###-#### http://www[redacted] / [redacted] * [redacted] -- Thanks, and please let me know if you have any additional questions! - [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.comThere 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 09:18: X-Apparently-To: [redacted] via 72.30.237.11; Tue, Jul 16:18: + [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Received: from localhost ( [redacted] [redacted] [redacted] To: [redacted] Subject: Save Time with images from GraphicStock Date: Tue, Jul 16:18:+ From: GraphicStock Reply-To: GraphicStock Content-Type: [redacted] [redacted] Message-ID: < [redacted] Regards, [redacted] ***
A refund has been issued for the the renewal charge and I have included the exchange between the customer and the customer service representative for the Revdex.com's recordsThe customer does agree to an automatically renewing subscription when the register for an account on our siteWe also do disclose the renewal date in the customer's account information and have support available Monday-Friday 9am-6pm EST for the customer to contact us to cancel they account prior to billingThe customer is also able to cancel their account on their own through the site as wellWe must inform both the customer and the Revdex.com that because we have issued a refund in this instance we are not able to issue any further refunds to the customer should they decide to rejoin the site in the future Billing QuestionsTo: Submitted via WebFrom: [redacted] @***.comI would like to cancel my account, and be refunded the $you charged meIt's pretty shady that you don't send out notifications that you add about to charge someone's card.HIDEAUG 14TH, AT 12:12PM(A DAY AGO)HEADERSHTMLTEXTTaryn T [redacted] To: < [redacted] @***.com>From: " [redacted] " Hello ***,Thank you for contacting us today! I'll be happy to help you.First, I sincerely apologize for any misunderstanding regarding your subscriptionLike other subscription-based services, your subscription automatically renews to ensure that service is able to continue without interruptionThis is what appears to have happened hereThe original sidate for your yearly subscription was August 15, and the account renewed on August 14, Our goal is to be as transparent as possible about our policies and the nature of our business, so during the siprocess for your subscription, our site states that the account will automatically renew for $every yearWe have also placed the recurring billing information and subscription end date on your Member Dashboard for reference and the automatic renewal information can be found on our FAQ [redacted] We also completely understand that eventually, a customer may no longer require a subscription to our siteIn this case, the account may be canceled at any time online or by calling ###-###-#### or emailing support@ [redacted] .com Monday through Friday 9AM-6PM EST before the end date on your Member DashboardThis ensures that the customer isn't billed again and they still retain access to their account and the ability to download through the remainder of their current billing period.Our subscriptions are non-refundable because we use the funds to expand our library, providing you with new content and a better experience[redacted] Because of our no-refund policy, I am not in the position to issue a full refund in this caseHowever, I am able to turn off the auto-renew on your account to ensure that you are not billed again and you will have access to a year of unlimited downloads.Alternatively, I would be happy to close your [redacted] account and apply your renewal charge to a year of access to VideoBlocks or GraphicStock instead.Again, I apologize for any misunderstanding regarding your accountPlease let us know if you have any questions or how you would like to proceed with your account.Have a great day! HIDEAUG 14TH, AT 1:16PM(A DAY AGO)HEADERSHTMLTEXT [redacted] To: [redacted] From: [redacted] < [redacted] @gmail.com>I will tell everyone I know never to use your serviceThis is bad customer service and obviously your company has to stoop to these tactics of not reminding customers that their subscription is about to renew in order to make moneyI will be reporting this business to the Revdex.com
Thank you very much 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] ***
[redacted] I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me [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]
Hello, The customer was issued a full refund on 5/17/after he called in for a refund and spoke with a representativeHe was billed because he did not cancel his account correctlyIn 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,Our records show that the customer did sign up for a day trial, but during the trial period the customer accepted an offer to upgrade to the $subscription and then continued to use the account to download content from our siteI have attached a screenshot showing the download history as well as the trial sign up action and the pacceptance action.We have a strict no refund policy, which is why a refund was not issued when the customer contacted supportOur refund policy is made available on our site under the FAQs, here is the link for that informationBecause the customer accepted the offer and used the site do download content we can not issue a refund for the chargeThe autorenewal on the account has been turned off and he will have access for a year of unlimited downloadsThe account will not automatically renew at the end of the subscription periodhttp:// [redacted]
[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 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 businessIn 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] , 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? -- Thanks, and please le To Me Jul at 3:AM [redacted] , 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? -- Thanks, and please let me know if you have any additional questions! - [redacted] -- [redacted] (P) ###-###-#### http://www[redacted] To [redacted] Jul at 6:AM Madam, Make your request through Revdex.com - given the last claim that was submitted to them from your endThis 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 at 6:AM That email is from the Revdex.com, not GraphicStockI am requesting that you send me the email you stated you received from GraphicStock on July 16thIn your rejection response you stated that you received an email from GraphicStock on 7/16/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] Ph: ( [redacted] Madam, Make your request through Revdex.com - given the last claim that was submitted to them from your endThis 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, July 3:AM, [redacted] wrote: [redacted] , 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? -- Thanks, and please let me know if you have any additional questions! - [redacted] -- [redacted] (P) ###-###-#### http://www[redacted] / [redacted] * [redacted] -- Thanks, and please let me know if you have any additional questions! - [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.comThere 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 09:18: X-Apparently-To: [redacted] via 72.30.237.11; Tue, Jul 16:18: + [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Received: from localhost ( [redacted] [redacted] [redacted] To: [redacted] Subject: Save Time with images from GraphicStock Date: Tue, Jul 16:18:+ From: GraphicStock Reply-To: GraphicStock Content-Type: [redacted] [redacted] Message-ID: < [redacted] Regards, [redacted] ***
Hello, We have issued a refund as a one time exception to our no-refund policy The customer is capable of contacting support by phone or email to request that their auto-renewal be turned off prior to billing, so that they may maintain access for anytime they have paid forWe also explain that we do not send notifications via email in our FAQs and provide the renewal date information on the customer's account when they log inThere are multiple resources available to the customer to address the issues they had prior to them becoming issues
The customer was refunded on 1/16/17He said he did not want to renew his subscription and wanted to get a refund on the charge that was just placed to his accountJAN 14TH, AT 2:03PM(DAYS AGO)HEADERSHTMLTEXTBen P***To: < [redacted] @***.com>From: " [redacted] " Reply-to: support@ [redacted] .desk-***.com Hello [redacted] ,I really appreciate you taking the time to email me today! My name is Ben and I am an experience expert here at [redacted] Let's figure out what I can do to get this issue resolved for you today!First, I sincerely apologize for any misunderstanding regarding your subscriptionLike other subscription-based services, your subscription automatically renews to ensure that service is able to continue without interruptionThis is what appears to have happened hereThe original sidate for your yearly subscription was Januay 7, and the account renewed on January 6, (one day earlier due to the leap year)Our goal is to be as transparent as possible about our policies and the nature of our business, so during the siprocess for your subscription, our site states that the account will automatically renew every yearWe have also placed the recurring billing information and subscription end date on your Member Dashboard for reference and the automatic renewal information can be found on our FAQ http://support[redacted] .com/customer/portal/articles/ [redacted] -why-was-i-automatically-billed-or-re-billalso completely understand that eventually, a customer may no longer require a subscription to our siteIn this case, the account may be canceled at any time online or by calling ###-###-#### or emailing support@ [redacted] .com Monday through Friday 9AM-6PM EST before the end date on your Member DashboardThis ensures that the customer isn't billed again and they still retain access to their account and the ability to download through the remainder of their current billing period.One month before your account was scheduled to renew, we sent you an e-mail that notified you of this change in pricing, as well as your upcoming reactivationThis e-mail included a promotion that would allow for you to sifor one additional year at the original rate of $Our annual subscribers are free to cancel their account at any time if they do not wish to continue serviceHowever, it does not appear that you accepted this offer or canceled your account and as such, you were billed $to continue your service.If you wish to review these emails, they were sent during the following dates with these titles:MUST READ: Exclusive Early Renewal Special – December 7, 2016DON'T MISS OUT: Early Renewal Offer Inside – December 21, 2016FINAL HOURS: Exclusive Early Renewal Special – December 28, 2016Last chance to lock in your early renewal special – January 1, 2017Because we've provided notification of your renewal, we would be unable to issue a full refund of the most recent paymentHowever, if you would like, I can refund $and allow you to oto one more year of [redacted] access at the $rate.Alternatively, I would be happy to close your [redacted] account and apply your renewal charge to a year of access to [redacted] or [redacted] instead.Let me know if you'd like me to proceed with making these changes to your accountHave a great day! JAN 14TH, AT 3:20PM(DAYS AGO)HEADERSHTMLTEXT [redacted] To: From: [redacted] < [redacted] @***.com>No, I didn't receive those emails even though you sent themI definitelywould not have wanted to renew a service I only used for a week a yearagoI want the entire amount refundedThis is deceptive businesspracticesI will be disputing this charge with my bank as a fraudulentcharge.HIDE NEW CASEJAN 14TH, AT 4:07PM(DAYS AGO)HEADERSHTMLTEXTBen P***To: [redacted] < [redacted] @***.com>From: " [redacted] " Reply-to: support@ [redacted] .desk-***.com Hello,Thank you for your replyI'm very sorry that we could not come to a solution that works for youI want to resolve this issue to your satisfaction, so I am forwarding your case to my supervisor to see what they can do for you.We would suggest that you do not yet issue a dispute with your bank, as this can severely limit the options available to us to be able to assist you.Please allow full business days for a replyWe very much appreciate your patience as they review your case.Have a great day! JAN 16TH, AT 10:41AM(A DAY AGO)HEADERSHTMLTEXT***To: [redacted] < [redacted] @***.com>From: " [redacted] " Reply-to: support@ [redacted] .desk-mail.com Hello [redacted] ,Thanks for your patience as I've reviewed your account.First off, let me apologize for any miscommunication regarding our service or how we operateIt's certainly not our intention to bill our customers without their knowledge or to deceive them in any wayOur billing practices are identical to most other online subscription-based services, including [redacted] , ***, [redacted] ***, [redacted] ***, and [redacted] ***; all of which bill directly after a subscription period is completeBy agreeing to our terms of service, customers acknowledge that they understand that their account will be billed on their renewal date if it is not canceledThe following clause is included in that contract:"Automatic RenewalYour subscription will continue indefinitely until terminated in accordance with the terms of this AgreementAfter your initial subscription period, and again after any subsequent subscription period, your subscription will automatically commence on the first day following the end of such period (each a "Renewal Commencement Date") and continue for an additional equivalent period, at Company's then current price for such subscriptionYou agree that your Account will be subject to this automatic renewal feature unless you cancel your subscription at any time prior to the Renewal Commencement Date by logging into your Account or calling us at ###-###-####If you do not wish your Account to renew automatically, or if you want to change or terminate your subscription, please log in and go to the "Change/Cancel Membership" page on your "Account Settings" pageIf you cancel your subscription, you may use your subscription until the end of your then-current subscription term; your subscription will not be renewed after your then-current term expiresHowever, you will not be eligible for a prorated refund of any portion of the subscription fee paid for the then-current subscription periodBy subscribing, you authorize Company to charge your Payment Provider now, and again at the beginning of any subsequent subscription periodUpon renewal of your subscription, if Company does not receive payment from your Payment Provider, (i) you agree to pay all amounts due on your Account upon demand, and/or (ii) you agree that Company may either terminate or suspend your subscription and continue to attempt to charge your Payment Provider until payment is received (upon receipt of payment, your Account will be activated and for purposes of automatic renewal, your new subscription commitment period will begin as of the day payment was received.)We reserve the right to change the subscription fee for any renewal term to be effective upon the renewal of your subscription"That being said, we understand that not everyone has the time or energy to read a length terms of service documentAs such, the customer is notified during registration that the account is a subscription service that will automatically renew if it is not canceledThis information is provided directly next to the field where you enter your credit card so that it is easily visibleThe customer can cancel their account at any point during their subscription period if they decide that it is no longer of use.We also display your activation date every time you login to your account to ensure that you are notified exactly when to expect your next billing cycleWe wanted to make sure that it was easily available to you at any time.Lastly, and probably most significantly, we send four reminder e-mails before the customer's account is renew – 30, 14, 7, and days before the charge – to ensure that they are aware of the upcoming payment.Typically, our subscriptions are non-refundable because we provide our users with a license to distribute our content commerciallyHowever, it's clear that there was some misunderstanding regarding your accountAs such, I am willing to make a one time exception and refund the total of $back to your accountBefore I can do so, please confirm that you have not yet disputed the charge through your bank, as this would freeze the funds while they investigate, preventing the refund from going through.I look forward to your confirmationHave a great day! JAN 16TH, AT 10:45AM(A DAY AGO)HEADERSHTMLTEXT [redacted] To: From: [redacted] < [redacted] @***.com>Thank youI have not contacted my bankIf you refund my money I willconsider the manner closed.Very respectfully, [redacted] HIDE NEW CASEJAN 16TH, AT 12:58PM(HOURS AGO)HEADERSHTMLTEXT***To: [redacted] < [redacted] @***.com>From: " [redacted] " Reply-to: support@ [redacted] .desk-***.com Hello [redacted] ,Thanks for getting back in touch with us.As promised, your account has been cancelled and you will receive an email confirmationYou have also been issued a refund of $as a one-time exception to our policy, which will take approximately 3-business days to post back to your account.Please note that because we generally operate under a strict no-refund policy that we will not be able to issue any further refunds at this point.I apologize for any inconvenience and appreciate your understandingPlease let us know if you have any questions or concerns.Have a great day!
[ [redacted] *** [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]
Hello, The customer has been issued a refund on $back to their accountThe 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, Our records show that the customer did sign up for a day trial, but during the trial period the customer accepted an offer to upgrade to the $subscription and then continued to use the account to download content from our siteI have attached a screenshot showing the download history as well as the trial sign up action and the pacceptance actionWe have a strict no refund policy, which is why a refund was not issued when the customer contacted supportOur refund policy is made available on our site under the FAQs, here is the link for that informationBecause the customer accepted the offer and used the site do download content we can not issue a refund for the chargeThe autorenewal on the account has been turned off and he will have access for a year of unlimited downloadsThe account will not automatically renew at the end of the subscription period http:// [redacted]
As our representative stated the customer registered for a paid subscription and did not go through the correct pages to sign up for a trialThe customer also never responded to our agents and instead of discussing the issue further went to the Revdex.comThere 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 issuedIf 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
[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 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 outcomeExactly 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 noI called in moments after I received the invoice emailI 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.eprey) unless they file complaints through the Revdex.com Regards, ***
[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 as long as they will keep their promise and refund the rest of the money I paid in form of a cheque Regards, [redacted] ***
Hello, A refund has been issuedPlease 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
Hello,Your account was successfully cancelled on 7/25/There was a charge for the monthly upgrade, however that has now been refunded and notification was sent via emailIf you do not attempt to login to the cancelled account you will not be prompted to make a paymentThe reason that offer was given was because you were already billed and it was offering you the option to upgrade to the $annual subscriptionOur apologies for any confusion or inconveniences that were caused
[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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Your response does not reflect the reality of my interactions with your companyI fail to see any agreeable outcomeExactly 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 noI called in moments after I received the invoice emailI had not downloaded anything and was shocked at the chargeAnd after finally searching the internet, it was evident that VideoBlocks fails to respect customers (i.eprey) unless they file complaints through the Revdex.com Regards, ***
Hello,We have refunded the customerI have attached copies of two long email threads between the customer and our representatives and I am more than happy to send along the other two emails from the customer that have a very similar toneAt no point was legal action threatened on our end, however legal action was threatened by the customer
[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 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 businessIn 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] , 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? -- Thanks, and please le To Me Jul at 3:AM [redacted] , 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? -- Thanks, and please let me know if you have any additional questions! - [redacted] -- [redacted] (P) ###-###-####http://www[redacted] To [redacted] Jul at 6:AM Madam, Make your request through Revdex.com - given the last claim that was submitted to them from your endThis 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 at 6:AM That email is from the Revdex.com, not GraphicStockI am requesting that you send me the email you stated you received from GraphicStock on July 16thIn your rejection response you stated that you received an email from GraphicStock on 7/16/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] Ph: ( [redacted] Madam, Make your request through Revdex.com - given the last claim that was submitted to them from your endThis 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, July 3:AM, [redacted] wrote: [redacted] , 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? -- Thanks, and please let me know if you have any additional questions! - [redacted] -- [redacted] (P) ###-###-#### http://www[redacted] / [redacted] * [redacted] -- Thanks, and please let me know if you have any additional questions! - [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.comThere 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 09:18: X-Apparently-To: [redacted] via 72.30.237.11; Tue, Jul 16:18: + [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Received: from localhost ( [redacted] [redacted] [redacted] To: [redacted] Subject: Save Time with images from GraphicStock Date: Tue, Jul 16:18:+ From: GraphicStock Reply-To: GraphicStock Content-Type: [redacted] [redacted] Message-ID: < [redacted] Regards, [redacted] ***
A refund has been issued for the the renewal charge and I have included the exchange between the customer and the customer service representative for the Revdex.com's recordsThe customer does agree to an automatically renewing subscription when the register for an account on our siteWe also do disclose the renewal date in the customer's account information and have support available Monday-Friday 9am-6pm EST for the customer to contact us to cancel they account prior to billingThe customer is also able to cancel their account on their own through the site as wellWe must inform both the customer and the Revdex.com that because we have issued a refund in this instance we are not able to issue any further refunds to the customer should they decide to rejoin the site in the future Billing QuestionsTo: Submitted via WebFrom: [redacted] @***.comI would like to cancel my account, and be refunded the $you charged meIt's pretty shady that you don't send out notifications that you add about to charge someone's card.HIDEAUG 14TH, AT 12:12PM(A DAY AGO)HEADERSHTMLTEXTTaryn T [redacted] To: < [redacted] @***.com>From: " [redacted] " Hello ***,Thank you for contacting us today! I'll be happy to help you.First, I sincerely apologize for any misunderstanding regarding your subscriptionLike other subscription-based services, your subscription automatically renews to ensure that service is able to continue without interruptionThis is what appears to have happened hereThe original sidate for your yearly subscription was August 15, and the account renewed on August 14, Our goal is to be as transparent as possible about our policies and the nature of our business, so during the siprocess for your subscription, our site states that the account will automatically renew for $every yearWe have also placed the recurring billing information and subscription end date on your Member Dashboard for reference and the automatic renewal information can be found on our FAQ [redacted] We also completely understand that eventually, a customer may no longer require a subscription to our siteIn this case, the account may be canceled at any time online or by calling ###-###-#### or emailing support@ [redacted] .com Monday through Friday 9AM-6PM EST before the end date on your Member DashboardThis ensures that the customer isn't billed again and they still retain access to their account and the ability to download through the remainder of their current billing period.Our subscriptions are non-refundable because we use the funds to expand our library, providing you with new content and a better experience[redacted] Because of our no-refund policy, I am not in the position to issue a full refund in this caseHowever, I am able to turn off the auto-renew on your account to ensure that you are not billed again and you will have access to a year of unlimited downloads.Alternatively, I would be happy to close your [redacted] account and apply your renewal charge to a year of access to VideoBlocks or GraphicStock instead.Again, I apologize for any misunderstanding regarding your accountPlease let us know if you have any questions or how you would like to proceed with your account.Have a great day! HIDEAUG 14TH, AT 1:16PM(A DAY AGO)HEADERSHTMLTEXT [redacted] To: [redacted] From: [redacted] < [redacted] @gmail.com>I will tell everyone I know never to use your serviceThis is bad customer service and obviously your company has to stoop to these tactics of not reminding customers that their subscription is about to renew in order to make moneyI will be reporting this business to the Revdex.com
Thank you very much 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] ***
[redacted] I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me [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]
Hello, The customer was issued a full refund on 5/17/after he called in for a refund and spoke with a representativeHe was billed because he did not cancel his account correctlyIn 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,Our records show that the customer did sign up for a day trial, but during the trial period the customer accepted an offer to upgrade to the $subscription and then continued to use the account to download content from our siteI have attached a screenshot showing the download history as well as the trial sign up action and the pacceptance action.We have a strict no refund policy, which is why a refund was not issued when the customer contacted supportOur refund policy is made available on our site under the FAQs, here is the link for that informationBecause the customer accepted the offer and used the site do download content we can not issue a refund for the chargeThe autorenewal on the account has been turned off and he will have access for a year of unlimited downloadsThe account will not automatically renew at the end of the subscription periodhttp:// [redacted]
[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 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 businessIn 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] , 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? -- Thanks, and please le To Me Jul at 3:AM [redacted] , 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? -- Thanks, and please let me know if you have any additional questions! - [redacted] -- [redacted] (P) ###-###-#### http://www[redacted] To [redacted] Jul at 6:AM Madam, Make your request through Revdex.com - given the last claim that was submitted to them from your endThis 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 at 6:AM That email is from the Revdex.com, not GraphicStockI am requesting that you send me the email you stated you received from GraphicStock on July 16thIn your rejection response you stated that you received an email from GraphicStock on 7/16/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] Ph: ( [redacted] Madam, Make your request through Revdex.com - given the last claim that was submitted to them from your endThis 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, July 3:AM, [redacted] wrote: [redacted] , 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? -- Thanks, and please let me know if you have any additional questions! - [redacted] -- [redacted] (P) ###-###-#### http://www[redacted] / [redacted] * [redacted] -- Thanks, and please let me know if you have any additional questions! - [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.comThere 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 09:18: X-Apparently-To: [redacted] via 72.30.237.11; Tue, Jul 16:18: + [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Received: from localhost ( [redacted] [redacted] [redacted] To: [redacted] Subject: Save Time with images from GraphicStock Date: Tue, Jul 16:18:+ From: GraphicStock Reply-To: GraphicStock Content-Type: [redacted] [redacted] Message-ID: < [redacted] Regards, [redacted] ***
Hello, We have issued a refund as a one time exception to our no-refund policy The customer is capable of contacting support by phone or email to request that their auto-renewal be turned off prior to billing, so that they may maintain access for anytime they have paid forWe also explain that we do not send notifications via email in our FAQs and provide the renewal date information on the customer's account when they log inThere are multiple resources available to the customer to address the issues they had prior to them becoming issues
The customer was refunded on 1/16/17He said he did not want to renew his subscription and wanted to get a refund on the charge that was just placed to his accountJAN 14TH, AT 2:03PM(DAYS AGO)HEADERSHTMLTEXTBen P***To: < [redacted] @***.com>From: " [redacted] " Reply-to: support@ [redacted] .desk-***.com Hello [redacted] ,I really appreciate you taking the time to email me today! My name is Ben and I am an experience expert here at [redacted] Let's figure out what I can do to get this issue resolved for you today!First, I sincerely apologize for any misunderstanding regarding your subscriptionLike other subscription-based services, your subscription automatically renews to ensure that service is able to continue without interruptionThis is what appears to have happened hereThe original sidate for your yearly subscription was Januay 7, and the account renewed on January 6, (one day earlier due to the leap year)Our goal is to be as transparent as possible about our policies and the nature of our business, so during the siprocess for your subscription, our site states that the account will automatically renew every yearWe have also placed the recurring billing information and subscription end date on your Member Dashboard for reference and the automatic renewal information can be found on our FAQ http://support[redacted] .com/customer/portal/articles/ [redacted] -why-was-i-automatically-billed-or-re-billalso completely understand that eventually, a customer may no longer require a subscription to our siteIn this case, the account may be canceled at any time online or by calling ###-###-#### or emailing support@ [redacted] .com Monday through Friday 9AM-6PM EST before the end date on your Member DashboardThis ensures that the customer isn't billed again and they still retain access to their account and the ability to download through the remainder of their current billing period.One month before your account was scheduled to renew, we sent you an e-mail that notified you of this change in pricing, as well as your upcoming reactivationThis e-mail included a promotion that would allow for you to sifor one additional year at the original rate of $Our annual subscribers are free to cancel their account at any time if they do not wish to continue serviceHowever, it does not appear that you accepted this offer or canceled your account and as such, you were billed $to continue your service.If you wish to review these emails, they were sent during the following dates with these titles:MUST READ: Exclusive Early Renewal Special – December 7, 2016DON'T MISS OUT: Early Renewal Offer Inside – December 21, 2016FINAL HOURS: Exclusive Early Renewal Special – December 28, 2016Last chance to lock in your early renewal special – January 1, 2017Because we've provided notification of your renewal, we would be unable to issue a full refund of the most recent paymentHowever, if you would like, I can refund $and allow you to oto one more year of [redacted] access at the $rate.Alternatively, I would be happy to close your [redacted] account and apply your renewal charge to a year of access to [redacted] or [redacted] instead.Let me know if you'd like me to proceed with making these changes to your accountHave a great day! JAN 14TH, AT 3:20PM(DAYS AGO)HEADERSHTMLTEXT [redacted] To: From: [redacted] < [redacted] @***.com>No, I didn't receive those emails even though you sent themI definitelywould not have wanted to renew a service I only used for a week a yearagoI want the entire amount refundedThis is deceptive businesspracticesI will be disputing this charge with my bank as a fraudulentcharge.HIDE NEW CASEJAN 14TH, AT 4:07PM(DAYS AGO)HEADERSHTMLTEXTBen P***To: [redacted] < [redacted] @***.com>From: " [redacted] " Reply-to: support@ [redacted] .desk-***.com Hello,Thank you for your replyI'm very sorry that we could not come to a solution that works for youI want to resolve this issue to your satisfaction, so I am forwarding your case to my supervisor to see what they can do for you.We would suggest that you do not yet issue a dispute with your bank, as this can severely limit the options available to us to be able to assist you.Please allow full business days for a replyWe very much appreciate your patience as they review your case.Have a great day! JAN 16TH, AT 10:41AM(A DAY AGO)HEADERSHTMLTEXT***To: [redacted] < [redacted] @***.com>From: " [redacted] " Reply-to: support@ [redacted] .desk-mail.com Hello [redacted] ,Thanks for your patience as I've reviewed your account.First off, let me apologize for any miscommunication regarding our service or how we operateIt's certainly not our intention to bill our customers without their knowledge or to deceive them in any wayOur billing practices are identical to most other online subscription-based services, including [redacted] , ***, [redacted] ***, [redacted] ***, and [redacted] ***; all of which bill directly after a subscription period is completeBy agreeing to our terms of service, customers acknowledge that they understand that their account will be billed on their renewal date if it is not canceledThe following clause is included in that contract:"Automatic RenewalYour subscription will continue indefinitely until terminated in accordance with the terms of this AgreementAfter your initial subscription period, and again after any subsequent subscription period, your subscription will automatically commence on the first day following the end of such period (each a "Renewal Commencement Date") and continue for an additional equivalent period, at Company's then current price for such subscriptionYou agree that your Account will be subject to this automatic renewal feature unless you cancel your subscription at any time prior to the Renewal Commencement Date by logging into your Account or calling us at ###-###-####If you do not wish your Account to renew automatically, or if you want to change or terminate your subscription, please log in and go to the "Change/Cancel Membership" page on your "Account Settings" pageIf you cancel your subscription, you may use your subscription until the end of your then-current subscription term; your subscription will not be renewed after your then-current term expiresHowever, you will not be eligible for a prorated refund of any portion of the subscription fee paid for the then-current subscription periodBy subscribing, you authorize Company to charge your Payment Provider now, and again at the beginning of any subsequent subscription periodUpon renewal of your subscription, if Company does not receive payment from your Payment Provider, (i) you agree to pay all amounts due on your Account upon demand, and/or (ii) you agree that Company may either terminate or suspend your subscription and continue to attempt to charge your Payment Provider until payment is received (upon receipt of payment, your Account will be activated and for purposes of automatic renewal, your new subscription commitment period will begin as of the day payment was received.)We reserve the right to change the subscription fee for any renewal term to be effective upon the renewal of your subscription"That being said, we understand that not everyone has the time or energy to read a length terms of service documentAs such, the customer is notified during registration that the account is a subscription service that will automatically renew if it is not canceledThis information is provided directly next to the field where you enter your credit card so that it is easily visibleThe customer can cancel their account at any point during their subscription period if they decide that it is no longer of use.We also display your activation date every time you login to your account to ensure that you are notified exactly when to expect your next billing cycleWe wanted to make sure that it was easily available to you at any time.Lastly, and probably most significantly, we send four reminder e-mails before the customer's account is renew – 30, 14, 7, and days before the charge – to ensure that they are aware of the upcoming payment.Typically, our subscriptions are non-refundable because we provide our users with a license to distribute our content commerciallyHowever, it's clear that there was some misunderstanding regarding your accountAs such, I am willing to make a one time exception and refund the total of $back to your accountBefore I can do so, please confirm that you have not yet disputed the charge through your bank, as this would freeze the funds while they investigate, preventing the refund from going through.I look forward to your confirmationHave a great day! JAN 16TH, AT 10:45AM(A DAY AGO)HEADERSHTMLTEXT [redacted] To: From: [redacted] < [redacted] @***.com>Thank youI have not contacted my bankIf you refund my money I willconsider the manner closed.Very respectfully, [redacted] HIDE NEW CASEJAN 16TH, AT 12:58PM(HOURS AGO)HEADERSHTMLTEXT***To: [redacted] < [redacted] @***.com>From: " [redacted] " Reply-to: support@ [redacted] .desk-***.com Hello [redacted] ,Thanks for getting back in touch with us.As promised, your account has been cancelled and you will receive an email confirmationYou have also been issued a refund of $as a one-time exception to our policy, which will take approximately 3-business days to post back to your account.Please note that because we generally operate under a strict no-refund policy that we will not be able to issue any further refunds at this point.I apologize for any inconvenience and appreciate your understandingPlease let us know if you have any questions or concerns.Have a great day!
[ [redacted] *** [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]
Hello, The customer has been issued a refund on $back to their accountThe 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, Our records show that the customer did sign up for a day trial, but during the trial period the customer accepted an offer to upgrade to the $subscription and then continued to use the account to download content from our siteI have attached a screenshot showing the download history as well as the trial sign up action and the pacceptance actionWe have a strict no refund policy, which is why a refund was not issued when the customer contacted supportOur refund policy is made available on our site under the FAQs, here is the link for that informationBecause the customer accepted the offer and used the site do download content we can not issue a refund for the chargeThe autorenewal on the account has been turned off and he will have access for a year of unlimited downloadsThe account will not automatically renew at the end of the subscription period http:// [redacted]
As our representative stated the customer registered for a paid subscription and did not go through the correct pages to sign up for a trialThe customer also never responded to our agents and instead of discussing the issue further went to the Revdex.comThere 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 issuedIf 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
[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 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 outcomeExactly 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 noI called in moments after I received the invoice emailI 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.eprey) unless they file complaints through the Revdex.com Regards, ***
[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 as long as they will keep their promise and refund the rest of the money I paid in form of a cheque Regards, [redacted] ***
Hello, A refund has been issuedPlease 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
Hello,Your account was successfully cancelled on 7/25/There was a charge for the monthly upgrade, however that has now been refunded and notification was sent via emailIf you do not attempt to login to the cancelled account you will not be prompted to make a paymentThe reason that offer was given was because you were already billed and it was offering you the option to upgrade to the $annual subscriptionOur apologies for any confusion or inconveniences that were caused
[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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Your response does not reflect the reality of my interactions with your companyI fail to see any agreeable outcomeExactly 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 noI called in moments after I received the invoice emailI had not downloaded anything and was shocked at the chargeAnd after finally searching the internet, it was evident that VideoBlocks fails to respect customers (i.eprey) unless they file complaints through the Revdex.com Regards, ***
Hello,We have refunded the customerI have attached copies of two long email threads between the customer and our representatives and I am more than happy to send along the other two emails from the customer that have a very similar toneAt no point was legal action threatened on our end, however legal action was threatened by the customer