iContact Corporation

iContact continued billing 6+ months after initial cancellation call was madeOn 6/11/14, I called iContact to cancel my organization's account. I was pushed and pushed to accept two free months in order to keep the account active, which I adamantly declined. I was contacted by my company's finance office about continued charges of $47 for each month since June 2014 which were still being charged by iContact.I called iContact again on 12/29/14 to dispute the charges and they did confirm that I called to cancel the account on 6/11/14 per their account notes, but since I did not respond to a cancellation email allegedly sent to me which I never received, the account was left active. The "senior" person I spoke with could not prove that the email was successfully sent to me in the first place. However, that is a sketchy business practice anyways since I actually called via phone to cancel the account.There was no account activity on record after 11/22/13 yet iContact refused to give me a refund for the fraudulent credit card charges for each month after June 2014 which is when I called to cancel the account. I was told that it is against their terms of service to offer refunds, even though records show that there was zero account activity during the span that was fraudulently billed.Desired SettlementSince I have had to waste my time dealing with this fraudulent sham of a company, I will not settle for anything less than a full refund for each month between December 2013 and December 2014 (total of $564). My company has taken its business to iContact's top competitor.Business Response /[redacted]/This client did call iContact on 6/11/2014 to request cancellation of his account, and he accepted our offer of two free months to keep the account open instead, despite his protestations to the contrary above.As standard practice when a client accepts an offer to keep their account open, we followed-up on the phone conversation immediately with an email to his account's email address on file, re-stating that the account would be kept open and reminding him that he would need to contact us again before the end of his two free months to prevent billing from resuming on the account. That confirmation/reminder email included two phone numbers and an email address where we may be contacted.The content of that message was as follows:"Hello [redacted],I just wanted to take an opportunity to say thank you for using our service and let you know that I am delighted we were able to provide a solution for you that works for your business needs.We have given you the months of July and August FREE, your payments would not resume again until September 1st. There is no obligation to this offer. If you still wish to cancel the account prior to September 1st, just email/call us and I would assist you with the cancellation of the account.If you have any further questions, feel free to contact us and we will be happy to assist you." iContact feels that we made a best effort to ensure that the customer clearly understood the terms of the offer he was being made, and we even sent the follow-up email to re-state this information in writing for his records.Since he never contacted us back until more than six months had passed, his account renewed and was billed once his two free months were complete. Under our Terms and Conditions, which the client accepted at the time of account creation, no credit or refund is due to him, and this decision remains as previously given.We apologize for any inconvenience or disappointment on his part, and wish him luck in his future endeavors.Consumer Response /[redacted]/The response from iContact is riddled with lies. I did not agree to a "free two months offer" as stated, and iContact has zero proof that I agreed to such a claim. The reason that it took 6 months for me to call back is because I was notified by my company's finance department many months later that the charges were will hitting my company AMEX card. In addition, I was charged for both July 2014 and August 2014 so I was charged fraudulently for these two "free" months regardless of what iContact says. I am attaching a screenshot of all of the illegal charges which iContact placed on my credit card.I am fighting these charges with American Express instead of wasting my time with a stubbornly childish and deceitful company. I will also drag iContact's name through the mud via all means necessary in the hopes that no one else has to go through this nightmare with such a disingenuous company.Shame on you iContact, for offering zero goodwill toward a current (and not future) customer.Final Consumer Response /[redacted]/(The consumer indicated he/she DID NOT accept the response from the business.)iContact still refuses to issue a refund even out of goodwill or honesty. It appears that they are unwilling to negotiate with me so I do not accept anything that they've stated in their rebuttals as sufficient for me to close this case. Final Business Response /[redacted]/We certainly apologize for the obvious frustration felt by this customer, as we strive to provide the best possible experience each and every time we have the opportunity to interact with our client base.In re-examining our records, it appears that this client has some misunderstanding of the circumstances as they occurred.As mentioned before, the client contacted us on 6/11/2014 by phone to request cancellation, explaining that his organization had recently switched to a new email software. Our Customer Care team offered the client two months of free service, to cover Jul and Aug 2014, as an incentive to keep the account open instead. Particularly since the client had only recently moved to a new email marketing system, this would allow the client to try out their new system and still have iContact as a backup. It was also explained to the client that this meant he would need to contact us once more prior to the end of his two free months in order to avoid billing, which would begin effective 9/1/2014.Although he protests this vigorously in his response, the client did accept this offer.The client also alleges that he was charged for the two free months of Jul 2014 and Aug 2014, but as displayed in the attached invoices, which it is clear he has not reviewed, the fees for those two months were covered by an account credit, as promised, and nothing was charged to his card.We are very sorry to hear that the client is seeking to file chargebacks with his credit card company, but we stand by our decision in this matter, as the client was made aware of the terms associated with this offer and did not contact us back to cancel the account until Dec 2014.

iContact would not issue refund despite the card charged was not that of the iContact customer but his wife's!My husband joined iContact in 2/2014. He used it briefly but it lay dormant most of the time. He never received an email stating he would be charged for an annual renewal ($193.80). He had forgotten what card was used when he called to cancel. They wouldn't give him any information or let him cancel. I then called and explained it was my card/account they were charging and I want the funds returned to my account. They said they have a no refund policy and that if I want the money I will have to file a claim of fraud with my bank. Since it has only been 2 days since it was charged (up front, for an entire year!) to be reasonable and please return my funds (we had since separated and this is my bank account). They refused. I then asked my bank to file a claim and my bank refused because the original charge had set up a revolving charge and I didn't catch it in advance and they can't refund it. (I didn't even SEE it until it was too late). How does iContact let people open accounts with another person's debit card? And then automatically renew a YEAR up front and not offer any type of (even prorated) refund???? It's criminal. This is my money they are taking and they can't make an exception considering I was never a customer? I have now lost a much needed 200 from my personal checking account.Desired SettlementI would like a refund of $193.80 from this multimillion dollar company, please!Business Response /[redacted]/We apologize to this cardholder for any misconceptions created during her interaction with our Support team.Her allegation of fraud was not brought to our attention until now.Effective immediately, we have removed her card from the account in question to prevent any future charges, and we have issued a refund as requested in the amount of $193.80. Please bear in mind that the refund may take several business days to post, depending on bank processing.Consumer Response /[redacted]/Once I receive the refund, I will be satisfied. It has not posted yet, but I assume it will in a few days and I will follow up here.Final Consumer Response /[redacted]/

iContact continued to bill my credit card after the account was closed. I am a current iContact customer. When retrieving my credit card statement for my active account in order to submit reimbursement, I noticed an iContact charge in the amount of $295.00. After investigating this charge, I discovered that this was linked back to an account that was cancelled via telephone in 2013. Despite this cancellation, iContact continued to bill my credit card in both 2014 and 2015. When I brought this to iContact's attention, the company agreed to reimburse me for 2015 but said that they could not able to process a refund back to the card for a charge that happened over a year ago. This account has resulted in no services since October 2013 as was cancelled in 2013, yet iContact continued to bill my credit card. In addition to the 2015 charge in the amount of $295.00, I am requesting that iContact reimburse me for the 2014 charge of $295.00 that they billed June 1, 2014 which after the account was cancelled via telephone in late 2013.Desired SettlementIn addition to being reimbursed for the 2015 charge of $295.00, I am requesting to be reimbursed for the June 2014 charge of $295.00. Business Response /[redacted]/This client indicates that someone else within her organization made a call in 2013 to request cancellation of the account. However, we have reviewed the account records, where all incoming and outgoing calls and emails are recorded, and we were unable to locate any cancellation request prior to one made in Jul 2015, just a few days ago.In accordance with our Terms and our Termination Policy, which the client agreed to at the time of her account's creation, this would result in cancellation of the account at the end of her current billing period, on 5/31/2016, and would result in no refund being offered.However, as a gesture of our goodwill, we have already broken with policy and refunded the client for her recent annual renewal from 6/1/2015 in the total amount of $295.80.Given the circumstances, I regret that we are unable to offer any additional refund at this time, particularly from more than 12 months ago.We apologize for any inconvenience or frustration, and wish her the best.Consumer Response /[redacted]/Thank you for your attention to this matter. Unfortunately, the dispute is not resolved appropriately. I appreciate iContact indemnifying me for the unauthorized charge of $295.00 that the company made to my credit card on June 1, 2015. I am requesting that they do the same for the unauthorized charge of $295.00 that iContact made to my credit card in June, 2014 for an account that was cancelled in 2013. In recent email correspondence, iContact cited not having a cancellation number when the cancellation was made in 2013. This number was not provided by an iContact representative by phone. This is consistent with my recent experience with iContact, where no cancellation number was provided by phone from the iContact representative that I spoke with. I received a follow-up message to my work email address (unrelated to the project email address associated with the account) verifying cancellation and indicating that a representative would be in touch about my request for a refund. Later, iContact sent a survey to the email address associated with the account, that had a case number. Further, when iContact made the unauthorized charge of $295.00 to my credit card in June, 2014, the inbox for the email addresses received no message indicating that the charge would be made. Nor did the inbox receive notification from iContact indicating that the company had made the charge after. I am an active iContact user (I use the service for federal grants) and have no problem paying for authorized charges associated with an active account. The account in dispute was cancelled in 2013 and has not been used since then. iContact has made unauthorized charges to my credit card that I used to open that account. I am respectfully asking that iContact refund me for the unauthorized charge of $295.00 associated with the account cancelled in 2013. Final Business Response /[redacted]/As the client mentions in her statement from Jul 17, 2015, we send a confirmation email after all cancellation requests have been made and processed. She acknowledges that she received one for her most recent request, in 2015.However, in regards to the alleged cancellation from 2013, the client is unable to produce any documentation or evidence of this cancellation, and our own records indicate that no request was submitted.Based on this circumstance, I regret that we are unable to offer any further refund to this client.

I canceled my icontact account, but they continue to bill me.icontact needs to cancel my account for [redacted] of [redacted] I cannot afford the service anymore.Desired SettlementClose my account.Business Response /[redacted]/We have reviewed this client's account history, and we were unable to locate any requests for cancellation prior to this complaint. This is why the account has remained open and continues to be billed.Per the client's request here, we have closed the account, so he may rest assured that no further charges will be issued.Consumer Response /[redacted]/IContact is lying. Here is the last e-mail I sent. This complaint will not be resolved until they credit my credit card.From: [redacted]@outlook.comTo: [redacted]@icontact.comSubject: Close IContact AccountDate: Wed, 30 Sep 2015 22:05:39 -0400I make minimum wage and cannot afford my iContact account for [redacted] of [redacted] Please cancel the account. I tried to do it online but couldn't figure out how. Thank you. [redacted]Final Business Response /[redacted]/We never received the email pasted in by the client, and we apologize for any confusion or frustration. As requested, we have issued a full refund for Oct 2015 to the client's card in the amount of $17.10 plus sales tax.In addition, as mentioned previously, the account is already closed, so no further billing will be issued.

Icontact is saying I signed up for something in Feb 2014 and owe them $19.00. And they are showing that as past due.I have not used any of their services and don't remember signing up.Desired SettlementDon't want anything to show as past due.Business Response /[redacted]/This client signed up for an account with iContact on Feb 24, 2014, providing her credit card to be charged for our ongoing monthly subscription at that time. She used the account to send out over 4,603 email messages to her organization's subscribers in 2014. She has not used the account yet in 2015. However, since we are a subscription based company, rather than a usage based company, she has continued to be charged each month.Our records indicate that she has contacted our Customer Care team as of 3/20/2015 to request cancellation, and her account is scheduled for closure at the end of the current billing period, on 3/31/2015. The client may rest assured that she will no receive any further billing from iContact.We have also removed her open balance of $19.00 for Mar 2015 as a gesture of goodwill, so her account will close on 3/31/2015 with a zero balance.

When we tried to update our Email lists, '[redacted]' in the Deliverability Department threatened to disable our account.I called iContact today to advise them that we were going to update our Email lists and was directed to the 'Deliverability Department'. I spoke with [redacted] (refused to give me his last name) who threatened to disable our account if we dared to update our lists, thereby preventing us from using an account for which we pay a monthly fee.Desired SettlementBecause of '[redacted]'s' threat, we cannot use the account and are unable to send Emails on behalf of our clients, thereby crippling our business. We will have to spend additional money to engage another Email supplier and will have to completely redesign our clients' Emailing campaigns.Final Consumer Response /[redacted]/iContact has resolved my complaint to my complete satisfaction.Please close this case.Thank you for your invaluable service,[redacted]

iContact made it very difficult for me to cancel my account. They tricked me into keeping the account by stating they would park my account for free.iContact made if very difficult for me to cancel my account. They tricked me into keeping the account by stating they would park my account for free. They told me that it would be better for me to park it for 2 months in case I changed my mind. I left the phone conversation thinking that my account was cancelled, when in fact they parked it for 2 months and continued to charge me after the 2 months. I spoke with customer service and forwarded the original email to them. They said they would like to give me my money back but they can't because the account was pre-paid and whether I use it or not, it's non-refundable. I cancelled my account in December and they charged my credit card without my permission. I received an email on December 16, 2014 stating that they would park my account for Free in January and February. He said in the email that if I wish to continue to park the account, let him know before March 1st. I didn't want to continue to park the account so I didn't contact him. Nowhere in the email does it say that after March 1st, my account will become active again. Instead of just giving me my $15 back, they refuse to budge. This is horrible customer service and I plan to dispute the charge with my credit card company.Account Number: XXXXXXXCustomer Service Rep: [redacted]Created Account: November, 2013Cancelled on December 16, 2014 Payment Amount in dispute: $15 - March, 2015Payment Method: Credit CardDesired SettlementI want my credit card refunded $15 for March, 2015Business Response /[redacted]/This client's account is already scheduled for cancellation, per her wishes, and we have issued a full refund in the amount of $14.00 for Mar 2015.Consumer Response /[redacted]/Thank you. I am happy with this resolution. Final Consumer Response /[redacted]/

Icontact is failing to refund the month of 1/15 while their service neglected to serve its purpose for email marketing. After 6 years as a client of icontact, I was unable to send email marketing in the month of january. After several failed attempts for icontact to resolve this problem I asked for a refund and for cancellation of the service. The refund was neglected. The customer service team blamed the SBL block list on my IP address, when in fact the IP address does not belong to me. My shared server, website, and email all work perfectly without any SBL blocking. I notified icontact that I was able to send out an email with constant contact to 3000 emails without a problem. I am also able to send out 3000 emails from my main server. All using my IP address and hosting site. Icontact has been dishonest about the effectiveness of their product, and unwilling to fix the problem with a qualified representative. I simply asked for a refund for the month of january on 1/9/15 after allowing them 3 days to fix the problem.Desired SettlementI would like to a full refund for the month of January. Refund request date was 1/8/15 via telephone, and refund request date was 1/9/15 via email. Business Response /[redacted]/iContact received this client's request for a refund after business hours on Fri, 1/9/2014, less than one business day ago, so our refund desk had not yet had time to review her circumstances prior to her filing this complaint.We apologize for her inconvenience, and we have closed her account as requested. In addition, a refund for Jan 2015 has been processed from iContact's side, and the refund should post to her card within a few business days.Consumer Response /[redacted]/Thank you for rectifying the situation. The email was sent during business hours, in fact I have 3 back in forth correspondences between [redacted] and I via email prior to filing a report with Revdex.com. He was adamant about not refunding. Again thank you for taking care of the issue.Final Consumer Response /[redacted]/

I signed up to be a customer for iContact to send an email to a list of 20,000 for the $149 plan. For the month of July I was charged $1,122.56.I signed up to be a customer for iContact to send an email to a list of 20,000 for the $149 plan. For the month of July I was charged $1,122.56. When I contacted iContact regarding this they said I approved the charges when I was never contacted nor did I go in an approve the charges. I told them on August 2nd after I realized I got charged a bunch for July to cancel my account and credit me back for the month. They told me that I am 'free' to use the account for the rest of August because I prepaid. I didn't want to use it after the charge. Then I was contacted by a gal and told her my story and she just said that they can refund my past charges but could credit me toward a future account. I would NEVER want to work with a company that would continue to charge me to send emails at an outrageous pay per send fee.I have worked with constant contact for 4 years and thought I would try to change things up to see what else was out there. With a list of 100,000 contacts and I did a small percentage with iContact and was super unimpressed. We have over 200 vendors that work with our website and I cannot in good conscious recommend this business to anyone. 1200 is an insane price to pay for a measly contact list of 20,000 and when confronted about it, tried to pin it on me or con me into signing up for the services at a discounted rate. Doesn't sound like a great way to gain business.Desired SettlementI would like a refund for 1122.56 for the overages and the charge for the month of august after I stated several times that I didn't want to use icontact anymore.Business Response This client signed up for their account in Jun 2016, using it regularly through mid-Jun 2016. On 6/22/2016, the client chose to upgrade the account to the 25,000 subscriber plan. This plan allows for up to 25,000 subscribers within the account and gives the ability to send out 150,000 emails per month.The client is able to send out additional emails beyond the included 150,000, but they are required by the system to log in and approve the additional emails at overage costs.In this instance, the client used the initial provided 150,000 emails fairly quickly, and then proceeded to send out an additional 224,464 emails through the end of Jul. Each of the additional emails was charged at overage rates, which had to be accepted by the client in advance.Since iContact made all of this very clear in advance, and since the client had to manually accept the overage charges, the charges applied are all correct. We regret that we are unable to offer a refund in this instance.In addition, the client's first request for cancellation took place on 8/3/2016. Under the Termination Policy that the client accepted at the time of account creation, it is specified that cancellation requests will be made effective at the end of the current billing period when the request is received.Since the cancellation request was received on 8/3/2016, the cancellation will be made effective as of 8/31/2016, and no refund or credit is warranted for Aug 2016, whether or not the client chooses to use the account.At this time, the account is scheduled for closure on 8/31/2016 in keeping with our Terms, and the client may continue to use the account until that time. After 8/31, the account will be closed and inaccessible. We apologize for any inconvenience, and wish the client well in future endeavors.Consumer Response I didn't accept the charge and I want others to know that this is not acceptable. I told them on AUG 3rd that I didn't intend on using the account anymore because I realized how much they charged me. I am not going to use their service and will definitely tell my friends.I feel like this was a big ploy to try to get my business as they were going to not refund me but give me a discount for my future business. This is poor practice.Final Business Response Because of the limitations set up within our system, there is no functional way to send out messages after a monthly threshold has been hit unless a manual authorization is given by the client to allow the overages to be sent. The screen within the client account that is used for this purpose clearly indicates the cost of overages, and allows the client to accept overages for just the current message, for all messages for the remainder of the month, or for the remainder of the year. Without this manual approval on the client-facing side of our system, there is no way that the more than 220,000 overage emails could have gone out.In addition, the client agrees that cancellation was requested on 8/3/2016, which means that under the Terms accepted, the cancellation would be made effective at the end of that month, on 8/31/2016, making the charge for Aug 2016 correct as charged.We recognize that this client is dissatisfied, and we are truly sorry for any inconvenience that may have been experienced. However, based on the circumstances and the Terms governing the account, to which the client agreed at account opening, we regret that this decision remains unchanged, and we are unable to offer a refund for these valid charges. The account is scheduled for closure as of 8/31/2016, and no further charges will be issued.More Info Received From The Consumer(The consumer indicated he/she DID NOT accept the response from the business.)They may have terms, but where are they? I guess I want other businesses to be aware of these terms as they seem hidden. Also when you select your plan it doesn't say that there is a message limit per account, it just appears that you are choosing an account based on number of contact lists. We are a daily deal website with a huge sending list of over 100,000 email and send emails daily, so I don't see why our high volume is shocking. I would not recommend iContact to any of my 2,000 or vendor affiliates nor anyone else as their practices seem deceptive to businesses. My website promotes and uplifts small businesses and I feel like iContact is doing the opposite.