I located the customers account and the reason that he was charged as he never canceled his account through the control panel. Per the terms of service the customer agreed to when he signed up, he was informed that if he did not cancel the service via the control panel prior to the end of the trial,...
the account would be converted to a paid account and charged. Additionally, I have searched and we received no emails from this customer. Had we received any emails we would have responded and worked with the customer.However, as the service was no used beyond the trial period, I have deleted the account and issued a refund for the charge back to the customer's credit card.
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 with the following note: Per your response that I was required to cancel through my account dashboard, well I did do exactly that, within 48 hours of the start of the trial. and I left considerate and conscientious feedback as you requested in the space provided by your system. I believe this all may be due to innocent error as I am sure you do not deliberately make it hard to find the account cancellation link or conveniently loose the transaction when someone cancels. The issue that most caused me immediate action in the matter was the phone number you provided with my billing on my credit card, [redacted] is answered by a recording directing caller to 2 email addresses and nothing else. For me, this kind of negligence with a paid account requires voice communications, not email! If you had provided a number on the credit card info which was answered by a human we possibly could have worked this out without intervention of 3rd parties.
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.
Regards,
[redacted]
Attached are copies of 2 different emails going between us and the customer. First, the customer signed up for service. Doing so, they agreed to the terms that stated that the account would automatically renew and to avoid renewal, to simply cancel the account via the control panel. At no time...
did the customer ever process a cancellation via the control panel. Additionally, as you can see in the attached emails, the customer did not even contact our support department until August 23rd. Until this date we had no idea that the customer had any difficulties with the service. As you can see in the initial correspondence we asked for additional information on the difficulties the customer experienced in and offered to discuss a refund. However, the customer never responded to our request for information. The customer then emailed back, using offensive language. Our staff remained professional at all times, even in the face of the offensive language. To settle this complaint, and because it is what we would have done when the customer did contact us in August, I have deleted the customers account and will be refunding all charges. We ask that the Revdex.com review the information we have provided and see that the customers complaint is not valid and do not find negatively on our record.
I located the customers account and the reason that he was charged as he never canceled his account through the control panel. Per the terms of service the customer agreed to when he signed up, he was informed that if he did not cancel the service via the control panel prior to the end of the trial,...
the account would be converted to a paid account and charged. Additionally, I have searched and we received no emails from this customer. Had we received any emails we would have responded and worked with the customer.However, as the service was no used beyond the trial period, I have deleted the account and issued a refund for the charge back to the customer's credit card.
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 with the following note: Per your response that I was required to cancel through my account dashboard, well I did do exactly that, within 48 hours of the start of the trial. and I left considerate and conscientious feedback as you requested in the space provided by your system. I believe this all may be due to innocent error as I am sure you do not deliberately make it hard to find the account cancellation link or conveniently loose the transaction when someone cancels. The issue that most caused me immediate action in the matter was the phone number you provided with my billing on my credit card, [redacted] is answered by a recording directing caller to 2 email addresses and nothing else. For me, this kind of negligence with a paid account requires voice communications, not email! If you had provided a number on the credit card info which was answered by a human we possibly could have worked this out without intervention of 3rd parties.
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.
Regards,
[redacted]
Attached are copies of 2 different emails going between us and the customer. First, the customer signed up for service. Doing so, they agreed to the terms that stated that the account would automatically renew and to avoid renewal, to simply cancel the account via the control panel. At no time...
did the customer ever process a cancellation via the control panel. Additionally, as you can see in the attached emails, the customer did not even contact our support department until August 23rd. Until this date we had no idea that the customer had any difficulties with the service. As you can see in the initial correspondence we asked for additional information on the difficulties the customer experienced in and offered to discuss a refund. However, the customer never responded to our request for information. The customer then emailed back, using offensive language. Our staff remained professional at all times, even in the face of the offensive language. To settle this complaint, and because it is what we would have done when the customer did contact us in August, I have deleted the customers account and will be refunding all charges. We ask that the Revdex.com review the information we have provided and see that the customers complaint is not valid and do not find negatively on our record.