Graphic Stock

Hello,The customer reached out to support during a holiday and sent this Revdex.com request because they did not receive a response while our offices were closed, so our agent was able to resolve the issue through email once we were back in the officeThank you

To whom it may concern,The initial response is absolutely inaccurateGraphic Stock wrote: We have been communicating with the customer to resolve the issue and the Revdex.com complaint was submitted prior to them reaching out to us for assistanceThe customer has opened multiple accounts on our site, which is a violation of the terms of serviceWe have offered extended access and yet that does not seem to be satisfactory to himWe have tried to assist him as much as possible, but at this point it the refusal to work with us in any way is becoming excessive.As can be seen in the responses from both me & Graphic Stock, there is only one (1) account that I useI have not used any other account during my years with Graphic StockMy initial attempt (prior to writing the Revdex.com) to remedy this situation was a series of emails to Graphic StockThis is a crucial time of year for my industryTo shut my account off with no reason & no response to emails is unacceptableIf you look through the string of responses I'm sure you can see that this was clearly an error on Graphic Stocks end 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]

The customer was issued a refund for the one and only charge that occurred of $ We must point out that the account was not cancelled by the end of the trial period as it was created on the 24th of July, and is a day trial, which means the accounted needed to be cancelled by the 30th of July, As the customer stated in this complaint he cancelled the account on the 5th of August, 2015, which is after the trial had lapsedDuring the sign up process our site clearly states that the account must be cancelled by the end of the day trial period if the customer does not want to automatically enroll into a monthly membership

The customer was issued a full refund on June 24thWe also have evidence that we did communicate with the customer and the customer responded despite the customer stating he did not hear back from usIf documentation of the customer communication is needed please let me know and I will send that to the Revdex.com as well

[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 as Answered] Complaint: [redacted] I am rejecting this response because: I was not aware of the need to cancel the day free trial after the seven (7) daysI don't wish to accept any more access to this companies web site as offered in response to my cancellationI want to have my account cancelled and refund of my $fee Regards, [redacted]

To whom it may concern,The initial response is absolutely inaccurateGraphic Stock wrote: We have been communicating with the customer to resolve the issue and the Revdex.com complaint was submitted prior to them reaching out to us for assistanceThe customer has opened multiple accounts on our site, which is a violation of the terms of serviceWe have offered extended access and yet that does not seem to be satisfactory to himWe have tried to assist him as much as possible, but at this point it the refusal to work with us in any way is becoming excessive.As can be seen in the responses from both me & Graphic Stock, there is only one (1) account that I useI have not used any other account during my years with Graphic StockMy initial attempt (prior to writing the Revdex.com) to remedy this situation was a series of emails to Graphic StockThis is a crucial time of year for my industryTo shut my account off with no reason & no response to emails is unacceptableIf you look through the string of responses I'm sure you can see that this was clearly an error on Graphic Stocks end 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] 10/14/ Complaint I was charged for the renewal of a subscription to the graphic stock image service without prior noticeThe response from the merchant is that we have a no-refund policyI was never notified that I would be charged as an autorenewel payment for this serviceTheir no refund policy is bogus! It is unethical not to notify a customer that their account would auto renew in a certain amount of time and resort to a no refund policy after the transaction is questioned! Desired Resolution I expect my money will be reimbursed and that the company will take action to notify its customers of a subscription renewal, and to consider eliminating such an unethical no refund policy! Consumer Business Dialog

[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 as Answered] Complaint: [redacted] I am rejecting this response because: what they stated didn't even address my complaint EVERY one of the images that are shown on a general keyword are ALL $- no images shown are included in my subscription Regards, [redacted]

DrSean Doyle
sans-serif;">Date: Tue, Oct 13, at 8:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: [email protected] Revdex.com :-)
Thank you so very much for your help and service! My issue with Graphic Stock has been resolvedThey have refunded the charge to my credit cardI appreciate your assistance*** ***

Hello,GraphicStock did finally refund my money in regards to complaint ID *** after a lot of work on my part to get it refunded, although in their response to the Revdex.com GraphicStock stated I accepted an offer to upgrade to the $annual subscription that is offered via a pon their website and it requires a double confirmation in order to process the upgrade.This must be a VERY QUICK popup and not need you to reply to verify then, because I never saw or authorized any upgrade, and would not pay $for anything on this website. If they say they have a double confirmation system that system should be audited and a password should have to be entered to be verified
Regards,
*** *** PS If I was going to upgrade to an annual subscription I would have waited until the 6th or 7th day of the free trial to so to get the most for my money, not on the 4th day of a day free trial and this website was not worth even using for the days let alone a year

Hello, Our records show this customer was issued a refund in full on August 10th, at 11:56am

Hello,We are unable to issue any refunds on this account due to the fact that the user has downloaded 300+ files from our site after the account had been billed, which shows that the account was not cancelled as statedHad the account been cancelled during the trial period no downloads would have
been able to have been made after the cancellation, however our records show that the user downloaded content in June of this year(2016). We received no correspondence from the customer until today, June 20th, 2016, in regards to this account. We are able to grant access for continued use of the site, however as previously stated we are not able to issue any refunds due to the usage that has occurred

Hello,Unfortunately, since the customer stated they have already opened a dispute with their credit card company we are not able to issue a refundSince the dispute has been opened we must wait for the bank to complete the processing, which can take up to days. The customer sent a response
to our agents email and did not give enough time for us to respond back with further assistanceWe will respond to the email as well and communicate this information that way

Hello,We have not received any emails to our support email address from ***@***.com. In September we emailed all of our customers and explained our re-brand as well as the addition of the Photo Marketplace, which is where the images with the $price tag are coming fromWe
have not removed any content from our Member Library, we have actually added continually to that libraryThe Photo Marketplace is an additional feature we have added to our site, so that our customers can find content that we do not have in our subscription libraryAs an active member with a paid subscription you are receiving a 60% discount off the content in the Marketplace, people who purchase from the Marketplace as non-members pay $per imageWe also provide information about the Marketplace on our FAQ pageThis is a new feature to the site, nothing has been removed

Hello,
The customer has been issued a full refund for the $transactionOur records indicate that the customer signed up for a day trial and then accepted the offer to upgrade to the $annual subscription, which is offered via a pon our
website and also requires a double confirmation in order to process the upgrade.
The account is cancelled and refunded

DrSean DoyleDate: Tue, Oct 13, at 8:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: [email protected] Revdex.com :-)Thank you so very much for your help and
service! My issue with Graphic Stock has been resolvedThey have refunded the charge to my credit cardI appreciate your assistance.*** ***
4/22/
Complaint
On 03/27/I signed up for a day FREE trial membership to Graphicstock, but on the 4th day I was downloading images when a screen popped up stating I exceeded my daily limit, but when I clicked out of that screen to go check my download folder another screen popped up stating my account was
successfully upgraded, but I DID NOT authorize an upgrade!!! A few minutes later a notice from *** popped up on my monitor stating my account was being charged $by Graphicstock
As soon as I saw the popup from *** I called the number listed on Graphicstock’s webpage to file a complaint to have this charge reversed since I was in the middle of a FREE trial period, but I was told that someone would get back to me by e-mail shortly, this was on 03/31/I also received an automated e-mail right after this call stating they received this request and were working on it and would get back to me as soon as possible, they also stated that If you have any additional information to add to this case, please reply to this emailI replied to the e-mail stating my case again just to make sure it didn’t get lost, but to date I have not had ANY response from Graphicstock regarding this issue, but they still have the money that they charged to my account on 03/31/
I should note that on 04/01/I requested Graphicstock cancel my membership totallyAll of this was done within the time I signed up on 03/27/for the (7) day FREE trial period and when I cancelled the service on 04/01/and the only authorization Graphicstock had to charge my *** was if I DID NOT cancel my trial membership within the (7) daysThe service was cancelled on the 6th day when I finally figured out how to cancel it and NOTHING was DOWNLOADED AFTER my membership was upgraded without my authorization on the 4th day
If this is a FREE membership, this business should not have been able to have charged my *** because I cancelled this service on the 6th day, within the day FREE trial periodThen for them to not even respond to any of my e-mails is very poor business practice
Desired Resolution
I would like my *** refunded the $I was charged in the middle of a trial periodI would also like to see Graphicstock change their practice to not charge people in the middle of a trial period without their authorizationWhen they do charge someone make it clear that the person
knows they are being charged before a charge is made, not after with a popup stating your account has been upgraded and you don't know how or why
Consumer Business Dialog

The customer was issued a refund today, the same day of the complaint

[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 as Answered]
Complaint: ***
I am rejecting this response because:
All downloads occurred within day With the subscription it's unlimited downloadsNow you've been billing me even though I cancelled.I attempted to cancel several times on June 19th through your website, and found it still wouldn't cancelSo I spent the day downloading tons of filesThat doesn't change that I already cancelled the account days into the day trial periodI shouldn't have been able to download anything at all if your website worked and cancelled like it should've when I cancelled through the website months agoOr at least refund everything except the $50/yr subscription that you offer your customers after they try to cancelI'm fine with that and will continue for the year, but I will not agree to being charged $50/month.
Regards,
*** **

This issue was resolved via direct email communication with this customer, prior to the submission of this complaint

Hello,As our agent discussed with the customer when they contacted us in regards the charge, there is no evidence indicating that the transactions were fraudulentWe issued refunds as for the charges for as far back as we could go, but because the transactions are older than months we are not
able to issue any further refundsHad the customer contacted us in when the account began to bill for a subscription we would have been able to cancel the account to prevent further billing and issue refunds for the initial transactions

Dr. Sean Doyle<[email protected]>Date: Tue, Oct 13, 2015 at 8:16 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected] Revdex.com :-)Thank you so very much for your help and...

service! My issue with Graphic Stock has been resolved. They have refunded the charge to my credit card. I appreciate your assistance.[redacted]