Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2016/03/22) */
To whom it may concern,
We checked our records and were able to trace the correspondence between the buyer and the company. On Nov 19, the buyer requested the following: "Please do not bill me anymore as my daughter does not utilize...
the services offered anymore. " Hence, the customer's subscription has been cancelled to prevent future scheduled payments. Had the buyer requested a refund of the recent charge, the company would have returned the renewal payment.
Today, on Mar-22-2016, we processed the refund. Please note that it may take up to 10 days for the refund to appear on your statement (Visa [redacted]
Your payment has been processed according to the subscription plan you had chosen and the Grammarly Billing Policy and Terms of Service: http://www.grammarly.com/terms#billing
Please do not hesitate to contact us if you have further comments, questions, or requests.
Best regards,
The Grammarly Team
Initial Business Response /* (1000, 5, 2014/11/19) */
To whom it may concern,
Our records show that the customer's request has been addressed through the Grammarly Helpdesk. The payment has been refunded to [redacted] account.
Sincerely,
The Grammarly Team
Initial Consumer...
Rebuttal /* (2000, 7, 2014/11/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 6, 2014/09/17) */
To whom it may concern,
We note from our records that a full credit has already been issued to satisfy the customer's request.
Please let us know if you have further questions or comments.
Sincerely,
The Grammarly...
Team
Initial Consumer Rebuttal /* (2000, 8, 2014/09/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/11/06) */
To whom it may concern,
Our records show that the payments have been refunded per the customer's request.
All subscriptions will automatically renew at the rates stated during the purchase unless you cancel prior to the end of the...
billing period.
Here's an excerpt from our Terms of Service and Billing policy:
"All subscriptions are renewed at the subscription level(s) in effect at the time the then-current subscription term ends. You may cancel the subscription at any time."
http://www.grammarly.com/terms#billing
Please do not hesitate to contact us with any questions or concerns you might have.
Sincerely,
The Grammarly Team
Initial Business Response /* (1000, 5, 2014/02/26) */
To whom it may concern,
The refund has already been issued to the customer [redacted] on February 24, 2014, when the customer contacted Grammarly support. It appears Mr. [redacted] confused the Grammarly subscription payment with the...
proofreading order payment.
Here's the customer support response:
"Hello [redacted],
My name is [redacted], and I'll be happy to assist you today.
The Grammarly subscription provides access to our industry-leading grammar and spell checking software, as well as plagiarism detection and the Microsoft Word add-in. Proofit, however, is an optional additional service that is separate from the Grammarly subscription. If you use Proofit, our professional proofreaders will review your document and correct any writing, spelling, grammar, and punctuation errors.
$139.95 charge is the annual subscription fee.
Your subscription associated with the email [redacted]@aol.com has been cancelled.
I have reviewed your account history and activity after the last payment and, as an exception, refunded the payment. Please note that it may take up to 10 days for the refund to appear on your statement.
Your payment has been processed according to the subscription plan you had chosen and the Grammarly Billing Policy and Terms of Service: http://www.grammarly.com/terms.php#billing
Please feel free to contact me with any questions or comments you might have.
Best regards,
[redacted]
February 24, 2014"
Please do not hesitate to contact us if you have any other questions or concerns.
The Grammarly Team
Initial Business Response /* (1000, 5, 2014/10/20) */
To whom it may concern,
Here's an excerpt from the terms of service and billing policy:
"Free trial
Grammarly may offer a free trial membership from time to time. If you accept such an offer, no charges will be applied to your...
account until the end of the trial period. If you do not wish to be charged, you must cancel the Services before the end of the trial period. Grammarly will not refund any fees that have accrued to your account(s) after the free trial period. If you cancel the Services before the end of the trial period, all your rights to any remaining free trial period will be waived and you will not be eligible to participate in any further trials."
As an exception, the customer's subscription has been cancelled and the payment refunded.
Sincerely,
The Grammarly Team
Initial Business Response /* (1000, 5, 2014/10/30) */
To whom it may concern,
Our records show that the [redacted] received a response to their email inquiry within 5 hours. The payment has been partially refunded as an exception. Currently, we offer the following rates:
Monthly...
Subscription $29.95/month
Quarterly Subscription $59.95/three months (billed as one payment)
Annual Subscription $139.95/one year (billed as one payment)
To ensure that our users are aware of the cost savings of an annual subscription, we also list prices by the average cost per month, although plans of more than one month are billed as one charge. http://www.grammarly.com/pricing
Sincerely,
The Grammarly Team
Initial Business Response /* (1000, 5, 2014/08/04) */
To whom it may concern,
Our records show that the [redacted] received a full refund on Aug 1, 2014, on the date when the case was opened.
The customer's subscription has been cancelled.
Please let us know if you have any questions,...
comments or requests.
Sincerely,
The Grammarly Team
Initial Business Response /* (1000, 5, 2014/12/16) */
To whom it may concern,
Our records show that the request has been addressed earlier through the Grammarly helpdesk.
Please let us know if you have any additional questions.
Sincerely,
The Grammarly Team
Initial Business Response /* (1000, 5, 2014/08/12) */
To whom it may concern,
We confirm that canceling a subscription cancelled all future scheduled payments; therefore, the [redacted] will not (and was not) charged again on Aug 10.
The message the customer saw indicated that the...
customer had full service until Aug 10, which is true for any prepaid service even if one cancels future payments.
Please let us know if you have any other questions, comments and requests.
The Grammarly Team
Initial Business Response /* (1000, 5, 2014/09/24) */
To whom it may concern,
The customer did not cancel their Grammarly Trial subscription at the www.grammarly.com website. Trying to cancel the PayPal agreement ID didn't result in the cancellation (PayPal.com doesn't provide such...
functionality at this time).
The customer has also taken advantage of multiple 7-day free trials.
A refund of $110 USD has been issued and the subscription cancelled to prevent future payments.
The service can be used for one month, as requested.
Please let us know if you have any other questions, comments, or requests.
Sincerely,
The Grammarly Team
Initial Consumer Rebuttal /* (2000, 7, 2014/09/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/05/13) */
To whom it may concern,
Please provide us with the Grammarly login email or the last 4 digits or the card used, together with the payment date and amount.
[redacted]@sympatico.ca is not in our system.
Please let us know as soon...
as possible.
Sincerely,
The Grammarly Team
Initial Consumer Rebuttal /* (2000, 10, 2015/05/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/04/16) */
To whom it may concern,
Our records show that the [redacted]'s request was satisfied through [redacted] service on Apr 14, 2014.
We kindly remind that when Grammarly users subscribe to our service, they agree to our Terms Of Service and...
License Agreement, which states that you will be billed if you do not cancel before the free trial expires. Asking users to agree to a Terms Of Service and License Agreement upon sign-up is a standard industry practice on websites such as Grammarly. Here is an excerpt from our Terms of Service and License Agreement:
"You may cancel your subscription at any time. All Fees paid or accrued in connection with any Service are non-refundable. Except as may be expressly set forth herein, Grammarly will not prorate any Fees paid for a subscription that is terminated before the end of its term."
Please let us know if you have any questions, comments, or requests.
Sincerely,
The Grammarly Team
Initial Business Response /* (1000, 5, 2015/12/16) */
To whom it may concern,
We have conducted an internal investigation of this case and located the transactions in question. We could not trace any correspondence between our representatives and the buyer, indicating that the buyer did...
not attempt to resolve this issue with our side directly.
The buyer has agreed with our Billing Policy that includes the following:
"Continuous membership"
To ensure uninterrupted service, all subscriptions to Grammarly are renewed automatically. You hereby authorize Grammarly to charge subscription Fees for the renewal period to the credit card or PayPalTM account on file. All subscriptions are renewed at the subscription level(s) in effect at the time the then-current subscription term ends. You may cancel the subscription at any time by following the "View cancellation instructions" link below.
"Termination and Refund Policy"
This Agreement shall continue until you cancel your subscription or until terminated by Grammarly. You may cancel your subscription at any time. View cancellation instructions at http://[redacted].grammarly.com/entries/XXXXXX-how-do-i-cancel-my-subscription .
Per this notice, we cancelled the subscription for the [redacted] and REFUNDED the payment made in 2015. Payments aged 60 days or more are non-refundable. Canceling a subscription
cancels all future scheduled payments.
Before submitting the payment, the buyer accepted electronic Terms of Service, thus entering into a legally binding contract with our company.
Sincerely,
The Grammarly Team
Initial Business Response /* (1000, 5, 2014/03/12) */
To whom it may concern,
We have conducted an internal investigation of this case and located the transaction in question. Our representatives and the buyer communicated, indicating that the buyer did attempt to resolve this issue with...
our side directly. The customer service representative responded to the buyer on Friday, and then we got back after the weekend, on Monday.
A full refund of $139.95 USD was issued to (Visa) [redacted]6392. The email on file: [redacted]@yahoo.com.
Please let us know if you have any additional questions, comments, or requests.
Best regards,
The Grammarly Team
Final Consumer Response /* (2000, 7, 2014/03/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Payment was refunded.
Initial Business Response /* (1000, 5, 2014/06/13) */
To whom it may concern,
[redacted] contacted Grammarly customer service and received a full refund earlier, on June 12, 2014.
Please let us know if you have additional questions or concerns.
The Grammarly...
Team
Initial Consumer Rebuttal /* (2000, 7, 2014/06/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
To whom it may concern,
If you're still receiving emails from Grammarly, we suggest that you open the email from Grammarly, navigate to the bottom of the email, and click Unsubscribe from mailing list.Please note: If you are subscribed to Grammarly Premium, you will continue to receive emails about billing-specific issues and notifications for your premium account even if you unsubscribe from all other Grammarly emails.
Kind regards,
The Grammarly Team
Initial Business Response /* (1000, 5, 2015/07/13) */
To whom it may concern,
Thanks for contacting Grammarly.
The Manage Subscription is located under the Subscription tab.
Per your request, your subscription associated with the email [redacted]@hotmail.com has been cancelled and the...
payment refunded. Please note that it may take up to 10 days for the refund to appear on your statement.
Your payment has been processed according to the subscription plan you had chosen and the Grammarly Billing Policy and Terms of Service: http://www.grammarly.com/terms#billing
Please do not hesitate to contact us with any additional questions or concerns.
Sincerely,
The Grammarly Team
Initial Business Response /* (1000, 5, 2015/11/09) */
To whom it may concern,
Our records show that the [redacted] contacted the Grammarly [redacted] and received a written response within 5 minutes, which confirmed a refund of the payment.
Please note that cancelling a...
subscription cancels all future payments. If you wish to request a refund, along with the cancellation of the subscription you need to email [redacted]@grammarly.com as well, requesting money back.
Please feel free to contact us with any questions or comments you might have.
Sincerely,
The Grammarly Team
Initial Consumer Rebuttal /* (3000, 7, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I was happy that the first payment was refunded I was still charged twice.
I want grammarly to also refund me for the second charge.
Final Business Response /* (4000, 10, 2015/11/11) */
To whom it may concern,
Our system shows only one payment made with MC ending in [redacted].
Please check with your bank or credit card issuer to verify the settled payments only.
Please contact us with any additional questions or request.
Sincerely,
The Grammarly Team
Final Consumer Response /* (2000, 12, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Situation has been cleared up with Grammarly, They cancelled my account and they have refunded me the the total I was charged on November the 4th.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Initial Business Response /* (1000, 5, 2016/03/22) */
To whom it may concern,
We checked our records and were able to trace the correspondence between the buyer and the company. On Nov 19, the buyer requested the following: "Please do not bill me anymore as my daughter does not utilize...
the services offered anymore. " Hence, the customer's subscription has been cancelled to prevent future scheduled payments. Had the buyer requested a refund of the recent charge, the company would have returned the renewal payment.
Today, on Mar-22-2016, we processed the refund. Please note that it may take up to 10 days for the refund to appear on your statement (Visa [redacted]
Your payment has been processed according to the subscription plan you had chosen and the Grammarly Billing Policy and Terms of Service: http://www.grammarly.com/terms#billing
Please do not hesitate to contact us if you have further comments, questions, or requests.
Best regards,
The Grammarly Team
Initial Business Response /* (1000, 5, 2014/11/19) */
To whom it may concern,
Our records show that the customer's request has been addressed through the Grammarly Helpdesk. The payment has been refunded to [redacted] account.
Sincerely,
The Grammarly Team
Initial Consumer...
Rebuttal /* (2000, 7, 2014/11/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 6, 2014/09/17) */
To whom it may concern,
We note from our records that a full credit has already been issued to satisfy the customer's request.
Please let us know if you have further questions or comments.
Sincerely,
The Grammarly...
Team
Initial Consumer Rebuttal /* (2000, 8, 2014/09/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/11/06) */
To whom it may concern,
Our records show that the payments have been refunded per the customer's request.
All subscriptions will automatically renew at the rates stated during the purchase unless you cancel prior to the end of the...
billing period.
Here's an excerpt from our Terms of Service and Billing policy:
"All subscriptions are renewed at the subscription level(s) in effect at the time the then-current subscription term ends. You may cancel the subscription at any time."
http://www.grammarly.com/terms#billing
Please do not hesitate to contact us with any questions or concerns you might have.
Sincerely,
The Grammarly Team
Initial Business Response /* (1000, 5, 2014/02/26) */
To whom it may concern,
The refund has already been issued to the customer [redacted] on February 24, 2014, when the customer contacted Grammarly support. It appears Mr. [redacted] confused the Grammarly subscription payment with the...
proofreading order payment.
Here's the customer support response:
"Hello [redacted],
My name is [redacted], and I'll be happy to assist you today.
The Grammarly subscription provides access to our industry-leading grammar and spell checking software, as well as plagiarism detection and the Microsoft Word add-in. Proofit, however, is an optional additional service that is separate from the Grammarly subscription. If you use Proofit, our professional proofreaders will review your document and correct any writing, spelling, grammar, and punctuation errors.
$139.95 charge is the annual subscription fee.
Your subscription associated with the email [redacted]@aol.com has been cancelled.
I have reviewed your account history and activity after the last payment and, as an exception, refunded the payment. Please note that it may take up to 10 days for the refund to appear on your statement.
Your payment has been processed according to the subscription plan you had chosen and the Grammarly Billing Policy and Terms of Service: http://www.grammarly.com/terms.php#billing
Please feel free to contact me with any questions or comments you might have.
Best regards,
[redacted]
February 24, 2014"
Please do not hesitate to contact us if you have any other questions or concerns.
The Grammarly Team
Initial Business Response /* (1000, 5, 2014/10/20) */
To whom it may concern,
Here's an excerpt from the terms of service and billing policy:
"Free trial
Grammarly may offer a free trial membership from time to time. If you accept such an offer, no charges will be applied to your...
account until the end of the trial period. If you do not wish to be charged, you must cancel the Services before the end of the trial period. Grammarly will not refund any fees that have accrued to your account(s) after the free trial period. If you cancel the Services before the end of the trial period, all your rights to any remaining free trial period will be waived and you will not be eligible to participate in any further trials."
As an exception, the customer's subscription has been cancelled and the payment refunded.
Sincerely,
The Grammarly Team
Initial Business Response /* (1000, 5, 2014/10/30) */
To whom it may concern,
Our records show that the [redacted] received a response to their email inquiry within 5 hours. The payment has been partially refunded as an exception. Currently, we offer the following rates:
Monthly...
Subscription $29.95/month
Quarterly Subscription $59.95/three months (billed as one payment)
Annual Subscription $139.95/one year (billed as one payment)
To ensure that our users are aware of the cost savings of an annual subscription, we also list prices by the average cost per month, although plans of more than one month are billed as one charge. http://www.grammarly.com/pricing
Sincerely,
The Grammarly Team
Initial Business Response /* (1000, 5, 2014/08/04) */
To whom it may concern,
Our records show that the [redacted] received a full refund on Aug 1, 2014, on the date when the case was opened.
The customer's subscription has been cancelled.
Please let us know if you have any questions,...
comments or requests.
Sincerely,
The Grammarly Team
Initial Business Response /* (1000, 5, 2014/12/16) */
To whom it may concern,
Our records show that the request has been addressed earlier through the Grammarly helpdesk.
Please let us know if you have any additional questions.
Sincerely,
The Grammarly Team
Initial Business Response /* (1000, 5, 2014/08/12) */
To whom it may concern,
We confirm that canceling a subscription cancelled all future scheduled payments; therefore, the [redacted] will not (and was not) charged again on Aug 10.
The message the customer saw indicated that the...
customer had full service until Aug 10, which is true for any prepaid service even if one cancels future payments.
Please let us know if you have any other questions, comments and requests.
The Grammarly Team
Initial Business Response /* (1000, 5, 2014/09/24) */
To whom it may concern,
The customer did not cancel their Grammarly Trial subscription at the www.grammarly.com website. Trying to cancel the PayPal agreement ID didn't result in the cancellation (PayPal.com doesn't provide such...
functionality at this time).
The customer has also taken advantage of multiple 7-day free trials.
A refund of $110 USD has been issued and the subscription cancelled to prevent future payments.
The service can be used for one month, as requested.
Please let us know if you have any other questions, comments, or requests.
Sincerely,
The Grammarly Team
Initial Consumer Rebuttal /* (2000, 7, 2014/09/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/05/13) */
To whom it may concern,
Please provide us with the Grammarly login email or the last 4 digits or the card used, together with the payment date and amount.
[redacted]@sympatico.ca is not in our system.
Please let us know as soon...
as possible.
Sincerely,
The Grammarly Team
Initial Consumer Rebuttal /* (2000, 10, 2015/05/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/04/16) */
To whom it may concern,
Our records show that the [redacted]'s request was satisfied through [redacted] service on Apr 14, 2014.
We kindly remind that when Grammarly users subscribe to our service, they agree to our Terms Of Service and...
License Agreement, which states that you will be billed if you do not cancel before the free trial expires. Asking users to agree to a Terms Of Service and License Agreement upon sign-up is a standard industry practice on websites such as Grammarly. Here is an excerpt from our Terms of Service and License Agreement:
"You may cancel your subscription at any time. All Fees paid or accrued in connection with any Service are non-refundable. Except as may be expressly set forth herein, Grammarly will not prorate any Fees paid for a subscription that is terminated before the end of its term."
Please let us know if you have any questions, comments, or requests.
Sincerely,
The Grammarly Team
Initial Business Response /* (1000, 5, 2015/12/16) */
To whom it may concern,
We have conducted an internal investigation of this case and located the transactions in question. We could not trace any correspondence between our representatives and the buyer, indicating that the buyer did...
not attempt to resolve this issue with our side directly.
The buyer has agreed with our Billing Policy that includes the following:
"Continuous membership"
To ensure uninterrupted service, all subscriptions to Grammarly are renewed automatically. You hereby authorize Grammarly to charge subscription Fees for the renewal period to the credit card or PayPalTM account on file. All subscriptions are renewed at the subscription level(s) in effect at the time the then-current subscription term ends. You may cancel the subscription at any time by following the "View cancellation instructions" link below.
"Termination and Refund Policy"
This Agreement shall continue until you cancel your subscription or until terminated by Grammarly. You may cancel your subscription at any time. View cancellation instructions at http://[redacted].grammarly.com/entries/XXXXXX-how-do-i-cancel-my-subscription .
Per this notice, we cancelled the subscription for the [redacted] and REFUNDED the payment made in 2015. Payments aged 60 days or more are non-refundable. Canceling a subscription
cancels all future scheduled payments.
Before submitting the payment, the buyer accepted electronic Terms of Service, thus entering into a legally binding contract with our company.
Sincerely,
The Grammarly Team
Initial Business Response /* (1000, 5, 2014/03/12) */
To whom it may concern,
We have conducted an internal investigation of this case and located the transaction in question. Our representatives and the buyer communicated, indicating that the buyer did attempt to resolve this issue with...
our side directly. The customer service representative responded to the buyer on Friday, and then we got back after the weekend, on Monday.
A full refund of $139.95 USD was issued to (Visa) [redacted]6392. The email on file: [redacted]@yahoo.com.
Please let us know if you have any additional questions, comments, or requests.
Best regards,
The Grammarly Team
Final Consumer Response /* (2000, 7, 2014/03/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Payment was refunded.
Initial Business Response /* (1000, 5, 2014/06/13) */
To whom it may concern,
[redacted] contacted Grammarly customer service and received a full refund earlier, on June 12, 2014.
Please let us know if you have additional questions or concerns.
The Grammarly...
Team
Initial Consumer Rebuttal /* (2000, 7, 2014/06/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
To whom it may concern,
If you're still receiving emails from Grammarly, we suggest that you open the email from Grammarly, navigate to the bottom of the email, and click Unsubscribe from mailing list.Please note: If you are subscribed to Grammarly Premium, you will continue to receive emails about billing-specific issues and notifications for your premium account even if you unsubscribe from all other Grammarly emails.
Kind regards,
The Grammarly Team
Initial Business Response /* (1000, 5, 2015/07/13) */
To whom it may concern,
Thanks for contacting Grammarly.
The Manage Subscription is located under the Subscription tab.
Per your request, your subscription associated with the email [redacted]@hotmail.com has been cancelled and the...
payment refunded. Please note that it may take up to 10 days for the refund to appear on your statement.
Your payment has been processed according to the subscription plan you had chosen and the Grammarly Billing Policy and Terms of Service: http://www.grammarly.com/terms#billing
Please do not hesitate to contact us with any additional questions or concerns.
Sincerely,
The Grammarly Team
Initial Business Response /* (1000, 5, 2015/11/09) */
To whom it may concern,
Our records show that the [redacted] contacted the Grammarly [redacted] and received a written response within 5 minutes, which confirmed a refund of the payment.
Please note that cancelling a...
subscription cancels all future payments. If you wish to request a refund, along with the cancellation of the subscription you need to email [redacted]@grammarly.com as well, requesting money back.
Please feel free to contact us with any questions or comments you might have.
Sincerely,
The Grammarly Team
Initial Consumer Rebuttal /* (3000, 7, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I was happy that the first payment was refunded I was still charged twice.
I want grammarly to also refund me for the second charge.
Final Business Response /* (4000, 10, 2015/11/11) */
To whom it may concern,
Our system shows only one payment made with MC ending in [redacted].
Please check with your bank or credit card issuer to verify the settled payments only.
Please contact us with any additional questions or request.
Sincerely,
The Grammarly Team
Final Consumer Response /* (2000, 12, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Situation has been cleared up with Grammarly, They cancelled my account and they have refunded me the the total I was charged on November the 4th.