Grammarly, Inc.

To whom it may concern,
The cardholder contacted Grammarly Customer Support, and on Apr 14, Grammarly's customer support representative made an exception and refunded 6 payments of $59.95, totalling $359.7 for their second account they created with Grammarly to the VISA card ending in...

[redacted].
Please let us know if you have additional questions or comments.
Sincerely,
The Grammarly Team

To whom it may concern,
We offer you the opportunity to opt out of marketing and certain other Grammarly emails. To opt out, open any email from Grammarly, navigate to the bottom of the email, and click Unsubscribe from mailing list. 
Additionally, our records show that Grammarly's customer...

service representative has already assisted with removing the name and email address from the mailing list. Your first welcome email to Grammarly is dated Nov 14, when you downloaded the Grammarly browser extension.
Thank you for your patience,
The Grammarly Team

Initial Business Response /* (1000, 5, 2016/01/22) */
To whom it may concern,
Our records show that the PayPal e-check payment was reversed by PayPal to credit the [redacted]'s account on January 20, 2016.
Please accept our apologies for the delayed response via [redacted].grammarly.com.
Please...

let us know if you have any other questions, comments, or requests.
Sincerely,
The Grammarly Team

Initial Business Response /* (1000, 5, 2016/04/04) */
To whom it may concern,
Our records show that the customer signed up for a monthly subscription on Mar-XX-XXXX XX:XX UTC, at a promotional price.
The next renewal payment occurred on Apr-XX-XXXX XX:XX UTC.
The subscription was cancelled...

on Apr-XX-XXXX XX:XX UTC, about an hour later, after the payment.
Please note that when you subscribed to our service, you agreed to our Terms Of Service and License Agreement, which states that you will be billed next time unless you cancel the subscription anytime before the renewal date. Asking users to agree to the Terms Of Service and License Agreement upon sign-up is a standard industry practice on websites such as Grammarly.
However, we highly value every Grammarly customer, so we will refund your renewal payment as a gesture of goodwill. Please look for the refund to appear on your MasterCard credit card within the next 10 business days (depending on your bank).
We hope you will consider Grammarly again in the future. Please contact me with any questions or comments.
Sincerely,
The Grammarly Team
Initial Consumer Rebuttal /* (2000, 7, 2016/04/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Apparently Grammarly is in a very different time zone, because when I cancelled the service, I was well within the the trial period in the time zone where I live and work. In future, they should make this discrepancy clear to the [redacted] so that customers can make the necessary arrangements to cancel within 28 days instead of 30 days. This is yet another example of Grammarly's misleading advertising. I will accept their offer of a full refund since that is what I deserve for all the time and trouble Grammarly caused me.

To whom it may concern,
We have conducted an investigation of the transaction in question and have located correspondence between the buyer and Grammarly's customer support representatives, who have worked to resolve the misunderstanding and issue a refund for the renewal payment and an additional...

refund for the inconveniences incurred by the customer.  We consider this matter resolved.
 
Please feel free to contact us should you have any additional questions, comments, or requests.
 
Sincerely,
The Grammarly Team

To whom it may concern,
We've conducted an investigation of the transaction in question and cancelled the active payment profile in PayPal. Please note that this action cancels all future payments as well as the outstanding (unpaid) balance. Please rest assured that no charges will be applied....


Please do not hesitate to contact us with any questions, comments, or requests you might have.
 
Sincerely,
The Grammarly Team

To whom it may concern,
Thank you for contacting Grammarly.
We apologize for any confusion that the recent change you contacted us about has caused.Grammarly uses a third-party PCI-compliant credit card processor to handle payment processing and keep billing information up to date. If you are...

seeing charges on a new card that you haven't added to your Grammarly account, your financial institution has automatically updated this information for us to attempt the transaction. Financial institutions do this to ensure that accounts using recurring payments remain in good standing when a new card is issued. In some cases, your financial institution may also allow recurring charges to continue on an expired card. Such programs are the Visa® Account Updater and MasterCard® Automatic Billing Updater programs. American Express® has a recurring billing program similar to the Visa Account Updater and MasterCard Automatic Billing Updater programs. This program requires no action on our part.If you have any concerns about this process and would like to verify your issuing bank's participation in the programs, please contact your credit card company.I hope this clarifies the matter. As a courtesy, we have refunded your payment.Best regards,
The Grammarly Team

To whom it may concern,We were able to locate the account in question and process a refund for the quarterly renewal payment.Please do not hesitate to contact us should you have any other questions, comments, or concerns.Sincerely,The Grammarly Team

Initial Business Response /* (1000, 5, 2016/02/08) */
To whom it may concern,
Our records show that the customer received two responses confirming the full refund by [redacted] and [redacted], Grammarly's customer support representatives, on Friday and Saturday, that were sent to the customer's gmail...

email address.
The refund has been issued and the account has been cancelled.
We hope you will consider Grammarly again in the future. Please contact us with any questions or comments.
Sincerely,
The Grammarly Team
Initial Consumer Rebuttal /* (2000, 7, 2016/02/08) */

To whom it may concern,
We have conducted an investigation of the issue in question. Our records show that the customer contacted Grammarly Customer Support and the full refund has been processed immediately. 
We would need additional information to be able to investigate any technical issue...

that might have occurred when the Grammarly Microsoft Office add-in was operated.In the meantime, Grammarly can be used at [redacted] in the Online Editor in your favorite browser.
We appreciate your patience. In order that we may provide the best service possible, please send us your feedback; we would appreciate a detailed account of your experience with our product.
Please do not hesitate to contact us with any questions or concerns you might have. We are committed to making your experience at Grammarly pleasant and rewarding.
Sincerely,
The Grammarly Team