Global Access Technical Support, LLC

Initial Business Response / [redacted] (1000, 5, 2016/01/26) */ We were trying to reach Mr [redacted] to inform that we only pre-authorize the card and charge only after taking confirmationIn this case, Mr [redacted] called us for refund as he was not satisfiedToday, our customer support team reached out to him and informed that charge has been voided and no amount charged on his card We are also sending him email with refund advice to confirm the refund Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) The customer support team informed me that the charge has been voided and no amount charged on my cardI confirmed this with my bank

Initial Business Response / [redacted] (1000, 5, 2015/07/21) */ We spoke to customerMistakenly she was charged twiceWe have refunded the 2nd charge and receipt sent

Dear Revdex.com Team,Thank you for highlighting this concernWe would like to ensure that we always respond to customer concern on timely mannerWe follow step verification process before producing payments in bankIn this case, [redacted] given verbal confirmation in 1st stepUnfortunately work was not completed and our team kept calling him to complete the workAfter 1st step he never responded to us thus we never produced the payment in bank.As per our record, his services were cancelled on 29th May and no payment processedWe will request [redacted] to verify his account again as no payment done.Thanks

Complaint: [redacted] I am rejecting this response because: I have not recieved any refund nor was any refund processed before I called them this week and then notified Revdex.com I made a total of calls from 9-untill 9- I was given different people to talk to and then put on hold to talk to another personThis continued until I finally hung upI have check my credit card every day and no credit has been issued Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/10/06) */ Our customer support team called the customer and spoke with [redacted] (Office Manager [redacted] Upon discussion we found that [redacted] is not willing to continue with services and agreed on refund of $Customer was agree to take refund by Check and we sent Check of $at customer's mailing addressScanned copy of Check sent via email as wellCase is closed from our side Final Consumer Response / [redacted] (3000, 14, 2015/10/19) */ [redacted] As of today I have not received the check promisedPlease track or reissue this check - I need to advised the Revdex.com if it is resolved Thank you [redacted] Final Business Response / [redacted] (4000, 17, 2015/10/19) */ We responded to Ms [redacted] request for a refund on 09/28/The check for $has already been mailed to the P.O.Box address given to us by the customerWe do not understand why the customer has not yet received it We will put a stop on that check and then reissue a new check by 10/20/If you wish to see a copy of the check please let us know so we can upload it for visual proof that the check had been mailed Thanks

Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ Our team already processed refund on thisWe never denied for refund

Initial Business Response /* (1000, 5, 2015/08/28) */
As per our record, he called us because of problems in computer and our team informed about charges and servicesHe was also informed about refund policyAs per our policy we charge the customer only after days after taking satisfaction
feedbackHe subscribed for services on 26th Aug and his transaction is still in Pre-Authorization modeWe would also like to inform that we never keeps any card informationPayment was processed over secure page and all the information was filled by *** at his computer only
As he do not wish to continue services, we have voided the transaction which means there is no actual payment charged from his card
We hope *** is satisfied with our responseWe have over 15000+ satisfied customers in last years and we never charge any customer who is not satisfied with services or wish to cancel services

Initial Business Response /* (1000, 7, 2015/05/07) */
We serviced this customer on 04/21/He purchased from us our virus cleanup services and 1yr service service plan for unlimited supportThen he called us back ton 04/22/to determine if Global Access Technical Support is a valid company
with office located as listedHe was concerned that this a scam and if any personal details had been compromised
We assured him that we are valid company located in StLouis and doing business since Jan Also we had serviced over customers in tech support with a stellar service recordHe was looking for email from our official email IDOur support team sent him the email shown below:
Dear Customer,
As per the recent conversation you had with the representative of the company, *** *** we are sending you an email addressing the concerns that were raised on the call
The company assures you that we work under DPA (Data Protection Act) that prohibits any technician to access any of your personal files and foldersWe assure you that Global Access Technical Support is a good name in industry and we make sure that at each step every employee follows a predefined set of protocols while working on the computerThe company looks forward to be of any further assistance to you
We hope this email is deemed as satisfactory from your end and addresses all your apprehensions as well
Best Regards,
*** *** *** # ***
Creve Coeur, MO XXXXX USA
Toll-Free: X-XXX-XXX-XXXX
Technical Assistance & Billing: ***@gatsupport.com
We will contact this customer to discuss why there is still an issue and will be happy to continue to service his computer needsWe are disappointed that he would write negative words about our company and services inspite of working with him extremely professionally and committing to support him
Initial Consumer Rebuttal /* (2000, 9, 2015/05/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Customer,Credit card refunds usually takes 4-5 working days to appear on statement. Please trust, your refund have been already processed and you will see soon on your statement.  Thanks.

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, provided they do what they say.
Sincerely,
[redacted]

Dear Revdex.com Team,Thank you for highlighting this concern. We would like to ensure that we always respond to customer concern on timely manner. We follow 3 step verification process before producing payments in bank. In this case, [redacted] given verbal confirmation in 1st step. Unfortunately work was not...

completed and our team kept calling him to complete the work. After 1st step he never responded to us thus we never produced the payment in bank.As per our record, his services were cancelled on 29th May 2016 and no payment processed. We will request [redacted] to verify his account again as no payment done.Thanks.

Initial Business Response /* (1000, 5, 2016/01/26) */
We were trying to reach Mr. [redacted] to inform that we only pre-authorize the card and charge only after taking confirmation. In this case, Mr. [redacted] called us for refund as he was not satisfied. Today, our customer support team reached out to him...

and informed that charge has been voided and no amount charged on his card.
We are also sending him email with refund advice to confirm the refund.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The customer support team informed me that the charge has been voided and no amount charged on my card. I confirmed this with my bank.

Initial Business Response /* (1000, 5, 2015/07/21) */
We spoke to customer. Mistakenly she was charged twice. We have refunded the 2nd charge and receipt sent.

Initial Business Response /* (1000, 5, 2016/02/26) */
As per our record, [redacted] called us on 25th Feb and asked for full refund. Refund was already processed and informed to [redacted]. As it was only Authorization of card, actually no money was charged.
Initial Consumer Rebuttal /* (3000, 12,...

2016/03/04) */
Thank you for all of your help. The company did process a refund of $199.99 and now on my bank account, the debit and the credit have both been removed.
Sincerely,
[redacted]

We respect the customers right to a refund based on the refund policies and have always honored that. In the current case, the customer refund has been committed and is in queue since it has to be refunded via a check and our bill pay process releases checks once a week. The refund will be issued...

and this complaint status updated when the check has been mailed to the customer. Thank you. GATS support team

Initial Business Response /* (1000, 5, 2015/11/14) */
We already spoke with [redacted] and inform her that we have not posted the payment. As per our process we only charge the payment after getting confirmation from customer. In this case, till now payment was not charged yet. We requested [redacted] to...

give us cancellation request through actual customer i.e. her mother but she said that her mother will not be able to come on phone.
Finally, we have decided to cancel this account and no payment charged.

GATS solves customers technical problems- especially related to malware. The customer accurately reports that the problem was not fixed after trying on our part. However we have a 100% customer satisfaction guarantee and the customer was requested to submit the request for a total refund. After this...

this email was received on 09/18 our support team responded on the morning of 09/20 the 100% refund was processed. Infact the refund had already been processed prior to this complaint being submitted.We regret the inconvenience caused. Support Team

Complaint: [redacted]
I am rejecting this response because: I have not recieved any refund nor was any refund processed before I called them this week and then notified Revdex.com.  I made a total of 5 calls from 9-06 untill 9-19.  I was given 4 different people to talk to and then put on hold to talk to another person. This continued until I finally hung up. I have check my credit card every day and no credit has been issued.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/10) */
Our team already processed refund on this. We never denied for refund.

Initial Business Response /* (1000, 6, 2015/10/06) */
Our customer support team called the customer and spoke with [redacted] (Office Manager
[redacted] Upon discussion we found that [redacted] is not willing to continue with services and agreed on refund of $270. Customer was agree...

to take refund by Check and we sent Check of $270 at customer's mailing address. Scanned copy of Check sent via email as well. Case is closed from our side.
Final Consumer Response /* (3000, 14, 2015/10/19) */
[redacted]
As of today I have not received the check promised. Please track or reissue this check - I need to advised the Revdex.com if it is resolved.
Thank you
[redacted]
[redacted]
Final Business Response /* (4000, 17, 2015/10/19) */
We responded to Ms [redacted] request for a refund on 09/28/15. The check for $270 has already been mailed to the P.O.Box address given to us by the customer. We do not understand why the customer has not yet received it.
We will put a stop on that check and then reissue a new check by 10/20/15. If you wish to see a copy of the check please let us know so we can upload it for visual proof that the check had been mailed.
Thanks