We expressed our apologies for fo rher experience with her recent order of a credit report on January 13, We explained on that day she ordered there were some technical issues with delivering her report caused by one of the credit bureausWe explained that a refund was issued to the credit or debit card we had on file for MsL [redacted] on Feb 8th(See attached receipt documentation and the email sent to MsL [redacted] on Feb 4th)The technical issue she experienced on that day has now been fixed.Our CEO also noticed that a $charge was not yet refunded, so that was refunded yesterday (refund receipt attached)We explained there were no more charges other than those two (2), totaling $We suggested that she look at her account again and see if those other charges she believes were there or were in fact just “authorizations”, which can appear to be charges, but they are not and they disappear after a few days after the actual charges are settledShe indicated she would look when she had access to a computerWe offered to assist in any way we can still sees themBut to our knowledge, all charges have been fully refunded.We appreciate your letter and all feedback we receive from customersWe promptly research any issues brought to our attention and work every day increase our customers’ satisfactionPlease let us know if you have any further questions.Sincerely,The MyFreeScore Customer Support Team
Thank you for bringing to our attention the concern(s) submitted to your office by one of our former customers: Mr [redacted] C***We have reviewed MrC***’s caseThe facts we have gathered and have attached to this letter completely contradict MrC***' assertions in his letter to the Revdex.comWe have attached supporting documentation refuting each of his allegations.That said, we are very sorry to learn that MrC [redacted] was not satisfied with the services that he enrolled and ordered on July and that he usedThe attached documentation will show that he affirmatively consented and agreed to the terms and conditions, Offer Details, and refund policy so he was correctly billed for the services he signed up for and receivedHe was treated fairly by our customer service agentsIn fact, he was granted an exception to our refund policy that we believe was fair and reasonable when he contacted us to cancel his account on August -- which was nearly months into his membership.However, as a courtesy and in the interest of goodwill, we have taken the following actionsDocumentation is attached.(1) MrC [redacted] was issued three (3) goodwill courtesy refunds totaling $See attached refundreceipts and the emails sent to MrC [redacted] notifying him of the refunds.(2) MrC***’s account was canceled August 26, There will be no further billingsSeeattached email sent to MrC [redacted] notifying him of the cancellation(3) We have issued MrC [redacted] a $restaurant dining certificate as a goodwill gesture and for anyinconvenience he may have experiencedSee attached email.(4) Our President/CEO has placed a call to MrC [redacted] to let him know about the actions we havetaken above, to confirm he has received them, and to check with him that the issue has been settled to his satisfactionHowever, to address the allegations in his letter, we have attached the following information:(1) Screen shots are attached showing the specific web pages and enrollment form and Welcome Email that MrC [redacted] completed when he enrolled in a trial of credit monitoring on our site on July After the trial expired, he was automatically and correctly billed on July He did not call us to cancel so he was billed again for the second month of membership on August 13.(2) Welcome EmailA Welcome Email was to MrC [redacted] that re-iterated the Offer Details and terms ofthe trial that MrC [redacted] agreed toThey included when the trial expired and how to cancel.(3) User Activity LogThis report shows that MrC [redacted] was delivered his credit report and that heviewed it.(4) Monitoring ServicesMrC [redacted] also received the credit report monitoring services that he enrolled inSee attached log of the actual credit report monitoring alerts and credit score tracker that were sent to Mr C***.The terms of our trial are clear, prominent and conspicuously displayed on our web site and there is a mandatory check box the customer must select in order to submit their order that documents they have consented to the terms of the offerThe terms of the offer (“Offer Details”) and a link to our terms and conditions and refund policy are clearly and prominently displayed directly adjacent to the mandatory check box.Offer Details: By submitting your secure order you will be immediately charged a $non-refundable fee for your credit report, be eligible to receive your free credit score, and begin your day trial membership in MyFreeScoreMow credit monitoringAt the end of the 7-day trial period, you agree that your credit/debit card will automatically be charged $on a monthly basis unless and until you call ###-###-#### to cancel your membership.We appreciate your letter and all feedback we receive from customersWe promptly research any issues brought to our attention and work every day increase our customers’ satisfaction.Please let us know if you have any further questionsSincerely,The MyFreeScore Customer Support Team
Thank you for bringing to our attention the concern(s) submitted to your office by one of our former customers: MsAngela Mc [redacted] Although the facts we’ve uncovered contradict the assertions made in MsMc [redacted] ’s letter to theRevdex.com, we have taken the following actions in the interest of customer goodwill and as a courtesy to MsMc [redacted] :(1) MsMc [redacted] was issued three (3) goodwill courtesy refund(s) totaling $on September 3, See attached refund receiptsThese refunds receipts were also emailed to MsMc [redacted] at the email address she provided.(2) Ms.Mc [redacted] ’s account was canceled September 3, There will be no further billings.See attached email sent to MsA [redacted] notifying her of the cancellationMsMc [redacted] alleges she was not aware that she entered into a trial of credit monitoring and further that she was unaware that if she did not call us to cancel, that she would be automatically charged unless, and until she contacted usMs Mc [redacted] enrolled our the web site on August 17, and during the enrollment was fully informed of- and she agreed - to the terms that her trial ending on August 24, 2015.The screens shots and emails attached contradict the assertions MsMc [redacted] madeWe have recorded that she gave her permission to bill her card twice, she is documented as having ordered and used the services, and she did not contact us prior to the trial period ending on August MsMc [redacted] also alleges that she wasn’t aware that an optional upgraded 3-bureau/3-credit score report that she ordered online - that was clearly marked with a $price (it also stated that the fee was non-refundable when she ordered this product)The web site activity log we maintain showing user activity shows MsMc [redacted] ’s actions on the site, and it documents that she not only ordered the product, but also viewed the services she purchased.See attached documentation and screenshots that MsMc [redacted] went thru as she enrolled in the free trial, and also the clear and prominent disclosures and information that she was presented when shepurchased an optional, non-refundable fee-based product.We appreciate your letter and all feedback we receive from customersWe promptly research any issues brought to our attention and work every day increase our customers’ satisfaction.In this case, although MsMc [redacted] allegations are false, we still want to do what we can to settle the matter to her satisfaction.Please let us know if you have any further questionsSincerely,The MyFreeScore Customer Support Team
We expressed our apologies for fo rher experience with her recent order of a credit report on January 13, We explained on that day she ordered there were some technical issues with delivering her report caused by one of the credit bureausWe explained that a refund was issued to the credit or debit card we had on file for MsL [redacted] on Feb 8th(See attached receipt documentation and the email sent to MsL [redacted] on Feb 4th)The technical issue she experienced on that day has now been fixed.Our CEO also noticed that a $charge was not yet refunded, so that was refunded yesterday (refund receipt attached)We explained there were no more charges other than those two (2), totaling $We suggested that she look at her account again and see if those other charges she believes were there or were in fact just “authorizations”, which can appear to be charges, but they are not and they disappear after a few days after the actual charges are settledShe indicated she would look when she had access to a computerWe offered to assist in any way we can still sees themBut to our knowledge, all charges have been fully refunded.We appreciate your letter and all feedback we receive from customersWe promptly research any issues brought to our attention and work every day increase our customers’ satisfactionPlease let us know if you have any further questions.Sincerely,The MyFreeScore Customer Support Team
Thank you for bringing to our attention the concern(s) submitted to your office by one of our former customers: Mr [redacted] C***We have reviewed MrC***’s caseThe facts we have gathered and have attached to this letter completely contradict MrC***' assertions in his letter to the Revdex.comWe have attached supporting documentation refuting each of his allegations.That said, we are very sorry to learn that MrC [redacted] was not satisfied with the services that he enrolled and ordered on July and that he usedThe attached documentation will show that he affirmatively consented and agreed to the terms and conditions, Offer Details, and refund policy so he was correctly billed for the services he signed up for and receivedHe was treated fairly by our customer service agentsIn fact, he was granted an exception to our refund policy that we believe was fair and reasonable when he contacted us to cancel his account on August -- which was nearly months into his membership.However, as a courtesy and in the interest of goodwill, we have taken the following actionsDocumentation is attached.(1) MrC [redacted] was issued three (3) goodwill courtesy refunds totaling $See attached refundreceipts and the emails sent to MrC [redacted] notifying him of the refunds.(2) MrC***’s account was canceled August 26, There will be no further billingsSeeattached email sent to MrC [redacted] notifying him of the cancellation(3) We have issued MrC [redacted] a $restaurant dining certificate as a goodwill gesture and for anyinconvenience he may have experiencedSee attached email.(4) Our President/CEO has placed a call to MrC [redacted] to let him know about the actions we havetaken above, to confirm he has received them, and to check with him that the issue has been settled to his satisfactionHowever, to address the allegations in his letter, we have attached the following information:(1) Screen shots are attached showing the specific web pages and enrollment form and Welcome Email that MrC [redacted] completed when he enrolled in a trial of credit monitoring on our site on July After the trial expired, he was automatically and correctly billed on July He did not call us to cancel so he was billed again for the second month of membership on August 13.(2) Welcome EmailA Welcome Email was to MrC [redacted] that re-iterated the Offer Details and terms ofthe trial that MrC [redacted] agreed toThey included when the trial expired and how to cancel.(3) User Activity LogThis report shows that MrC [redacted] was delivered his credit report and that heviewed it.(4) Monitoring ServicesMrC [redacted] also received the credit report monitoring services that he enrolled inSee attached log of the actual credit report monitoring alerts and credit score tracker that were sent to Mr C***.The terms of our trial are clear, prominent and conspicuously displayed on our web site and there is a mandatory check box the customer must select in order to submit their order that documents they have consented to the terms of the offerThe terms of the offer (“Offer Details”) and a link to our terms and conditions and refund policy are clearly and prominently displayed directly adjacent to the mandatory check box.Offer Details: By submitting your secure order you will be immediately charged a $non-refundable fee for your credit report, be eligible to receive your free credit score, and begin your day trial membership in MyFreeScoreMow credit monitoringAt the end of the 7-day trial period, you agree that your credit/debit card will automatically be charged $on a monthly basis unless and until you call ###-###-#### to cancel your membership.We appreciate your letter and all feedback we receive from customersWe promptly research any issues brought to our attention and work every day increase our customers’ satisfaction.Please let us know if you have any further questionsSincerely,The MyFreeScore Customer Support Team
Thank you for bringing to our attention the concern(s) submitted to your office by one of our former customers: MsAngela Mc [redacted] Although the facts we’ve uncovered contradict the assertions made in MsMc [redacted] ’s letter to theRevdex.com, we have taken the following actions in the interest of customer goodwill and as a courtesy to MsMc [redacted] :(1) MsMc [redacted] was issued three (3) goodwill courtesy refund(s) totaling $on September 3, See attached refund receiptsThese refunds receipts were also emailed to MsMc [redacted] at the email address she provided.(2) Ms.Mc [redacted] ’s account was canceled September 3, There will be no further billings.See attached email sent to MsA [redacted] notifying her of the cancellationMsMc [redacted] alleges she was not aware that she entered into a trial of credit monitoring and further that she was unaware that if she did not call us to cancel, that she would be automatically charged unless, and until she contacted usMs Mc [redacted] enrolled our the web site on August 17, and during the enrollment was fully informed of- and she agreed - to the terms that her trial ending on August 24, 2015.The screens shots and emails attached contradict the assertions MsMc [redacted] madeWe have recorded that she gave her permission to bill her card twice, she is documented as having ordered and used the services, and she did not contact us prior to the trial period ending on August MsMc [redacted] also alleges that she wasn’t aware that an optional upgraded 3-bureau/3-credit score report that she ordered online - that was clearly marked with a $price (it also stated that the fee was non-refundable when she ordered this product)The web site activity log we maintain showing user activity shows MsMc [redacted] ’s actions on the site, and it documents that she not only ordered the product, but also viewed the services she purchased.See attached documentation and screenshots that MsMc [redacted] went thru as she enrolled in the free trial, and also the clear and prominent disclosures and information that she was presented when shepurchased an optional, non-refundable fee-based product.We appreciate your letter and all feedback we receive from customersWe promptly research any issues brought to our attention and work every day increase our customers’ satisfaction.In this case, although MsMc [redacted] allegations are false, we still want to do what we can to settle the matter to her satisfaction.Please let us know if you have any further questionsSincerely,The MyFreeScore Customer Support Team