Implix USA Inc.

Dear Sir/Madam,We have already issued a refund of $425.00 to customer's credit card.This is $450.00 that customer paid in April minus $25.00 - cost of monthly 2,500 payment plan to which customer requested to havetheir account downgraded last month.Thank you for your...

consideration.Kind regards, [redacted]
[redacted]
[redacted]
[redacted]

Hello,
As regards customer's recent remarks - customer upgraded their FREE TRIAL account to
PAID version after all the issues caused by DDoS attack had been fully resolved.
We indeed offered extending customer's paid service for 1 month entirely free of charge
as well as activating a new version of additional feature. Upon customer's request this
compensation was cancelled.
Over last few years we have repelled many serious DDoS attacks using our infrastructure.
Unfortunately, the scale of last attacks was so huge that it overran our mitigation solution.
Within minutes we got in touch with world’s leading DDoS mitigation provider and introduced
the most advanced type of protection available on the market.
Our company was not the only one that feel victim to the malicious attacks. Over the last
two months other companies have also been a target of the attacks, which out them offline.
These include Meetup, Shutterstock, MailChimp, Fotolia, Basecamp, oDesk, SurveyGizmo,
MadMimi, OkCupid, HootSite, Typepad, Elance, Aweber and others. It is  unfortunate, but
these types of attacks are becoming much more frequent in today’s environment.
[redacted]

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,

Dear Sir/Madam,AS regards complaint ID - [redacted] - upon signing up for GetResponse the customeragreed to the Terms of Service and Termination and Anti-Spam policy that state :We reserve the right to terminate or suspend the Service with immediate effect and refuse any and...

all current or future use of the Service in the event that you violate any of the provisions of these Terms of Service. (10. Termination) http://www.getresponse.com/legal http://www.getresponse.com/legal/antispam.htmlUnfortunately, we recorded a high ratio of spam complaints that customer's campaigns were generating. These negative metrics affected our other customers' and their email deliverability. That is why, we had to terminate the service.We have issued a refund ($441.80) for unused amount of customer's payment.Thank you.Kind regards, [redacted]
[redacted]
[redacted]
[redacted]

Review: We opened an account with [redacted] December 2013, since opening the account we have followed all of their warm up process, and steps to the letter, and even had them preparing our segments (group of mailings) to ensure that they were done correctly and to the right size and time frame was correct. We understand email marketing is a difficult beast and that is why we paid for them to do it because we assumed they would be aware of how to maintain this type of situation. However since December we have repeatedly been blacklisted even when following their schedules and listening to our account managers advice at every step, our emails are always within spam compliance even by their own standards "0.2% of emails marked as spam". We have brought this up to their team and have been consistently told that the issues will be resolved, they added another IP Address to our account, etc... we had no issues doing whatever it took to get the account into good standing because our business relies heavily on email marketing for our sales. During the course of 6 months we have been able to send approximately 7 million emails, after 3 months of failed service we had to open an account with [redacted] (a competitor of theirs) to be able to send mailings while we were waiting to get our service working, we wanted to be able to use their service because they had features we were highly attracted to that we did not find elsewhere (the timetravel feature in particular), and we wanted to be able to use a dedicated IP solution rather than a shared one, but they continued to fail us at every turn, during the 3 months we had [redacted] and [redacted] together, [redacted] has sent a total of 35 million emails for us without issue, where [redacted] has only been able to send 7 million over 6 months, obviously there is a failure to provide services expected when we signed our contract stated the account would require a small warm up period, I do not believe 6 months is a small warm up period, and after the warm up period our account would have a monthly sending limit of 15,000,000 emails.Desired Settlement: Our sales loss so far is estimated to be about 2.25 million (USD) for the 3 months we were unable to send any emails, not including the time we were paying for both [redacted] and [redacted], we do not expect any of this back as they did not directly lose us this money, however we do feel that during the times that they knew a blacklist from any major email provider was in place on our IP Addresses, we should receive a credit for that time on our account, total amount we have been billed from them is in excess of $20,000 (USD), due to the size of our email list. We have also spent over $15,000 with [redacted] since we activated the account, this is not something we want a credit for, but feel that it should factor into the size of the credit they should issue to us, considering it required opening another account just so we could prevent future loss of sales.

Business

Response:

Dear Sir/Madam,

As regards Complaint ID #[redacted]

I have consulted our Email Marketing Team that were involved in Customer's account set up

and provide support with [redacted] 360 service and they advised the following :

"Despite doing our very best to help our customers achieve their desired e-mail marketing results,we cannot be held responsible for the performance of their accounts.

The two most important factorscontributing to the mailing server reputation- subscriber base and the message content are beyond our control.The customer accepts responsibility for the aforementioned factors, which is clearly stated in the contract the customer has signed. Please find the corresponding excerpt below:

3.3. The Customer understands and accepts that email deliverability is primarily dependent upon thereputation of the sending IP address. Upon receiving IP address(es) under this Agreement, the Customer willbegin to build their IP reputation with the help of their Implix consultant. The said reputation depends on thequality of Customer’s email lists and mailings; therefore, in order to gain a positive reputation for their IPaddress, the Customer should follow the instructions specified in the Warm-up Procedure and those providedby the consultant. The Customer recognizes and accepts that they are solely responsible for the reputationof their IP address.

Following our guidelines does not guarantee that the emails will be delivered to their intended recipientsif the ISPs decide to block them. Furthermore, the warm-up procedure described by the customer is necessary to gradually build good reputation and ensure proper deliverability. This is also clearly stated in the contract as per the excerpt quoted above.

Our data shows that we were able to deliver an average of 87.4% of the customer's emails over the course ofthe last 6 months. They were opened 1,233,859 times, which translates to 18% average open rate. The links were clicked 178,198 times (2.41% OR). On top of that there were 12 instances when deliverability exceeded 95%.

These numbers, while not perfect, show that our service has been utilised and delivered results that areclose to industry average when open rate is concerned.

To resolve the customer's claims in good faith we offered to waive one full invoice, but the offer has beenrejected. We firmly believe that no further refunds are due to the customer as the service has been utilisedand we cannot be made responsible for their dissatisfaction with the results.”

Review: On or about 3 July 2013 I received a charge from IMPLIX.COM in the amount of $179.50. After further research, I was able to determine that the charge was for an online email marketing company called getresponse.com. I did purchase their Hyper Tracker Member services in 2012 but I was never made aware that there would be reoccurring charges. I also never received any notice that I was about to be charged for something, authorized or not. I contacted Implix/getresponse immediately upon finding out about the charge and was told that I was informed about the reoccurring charges and no refund what so ever would be given. Why would I pay for something for an entire year and request to cancel it immediately? My point being, at the very least I should only be charged for 3 days service not an entire year. I did not agree to reoccurring charges and I do not want the service.Desired Settlement: I want a full refund. I also want to be assured my account is canceled.

Review: I am an Affiliate Marketer who works with several different Companies
One of the Companies I work with is StockPair a reputable online binary and pair trading platformStockpair was offering a $(minimum) bonus for individuals who opened new accounts, free of chargeThis Offer ended on April, 30,
This would have been an amazing and lucrative opportunity for me, since Stockpair was basically giving away $200, my conversion rates would have been extremely high
On Thursday, April, 24, I purchased an advertisement slot in my local Sunday Gleaner and their online website to run this campaign which was set to launch on Sunday, April 27th,
CAMPAIGN LINK: https://app.getresponse.com/site/caribbeanoutsourcesolutions/webform.html?wid=28...⇄ /> However, due to GetResponse system’s failure on Sunday, April, 27th 2014, no one was able to visit my campaign as all they saw was a bad/broken link on their servers
A total of potential clients visited the campaign on Sunday, April 27th, (The link was broken and no one was able to see the campaign or subscribe to the campaign therefore no leads were generated.)
On Monday April 28th 2014, your service was partially restoredI was able calculate the number of people who were subscribing to my campaign but I was unable to view their information or confirm their subscriptionI was only able to calculate the numbers because of the alert showing me monthly contact limit status according to the type of membership I have
On Monday April 28th and Tuesday April 29th 2014, approximately 190-potential clients subscribed to my campaign(I’m still unable to see the correct amount on their website; therefore I am going based on my tracking links.)
Due to the system only being partially restored, I was unable to follwith these potential clients via newsletters and auto-responders to remind them to take action and receive their $Bonus Offer which ended April 30,
I would have received at LEAST a 20% conversion rate from all the above mentioned potential clients
SEE BELOW
4/27/2014: Potential Clients
4/28/2014- 4/29/14: Potential Clients
Total = Potential Clients
Potential Conversion Rate: 20% x clients=Clients
Stockpair Commission Plan
From 1-customers per month-$CPA
From 26-Customers per month-$CPA
From 51-Customers per month-$CPA
From Customers per month-$CPA
(You can also view Stockpair's Commission plan below on their website
http://affiliates.stockpair.com/commission-plans.html)
Potential Commission: x 300= $21,
Due to your GetResponse’s negligence I have lost at least $21,in income
Their system failed because of their team's negligence and disregardSee the statement below from the CEO
"Over the last two months this attacker (or a group of attackers) has targeted many other large Internet companies, including Meetup, Shutterstock, MailChimp, Fotolia, Basecamp, oDesk, SurveyGizmo, MadMimi, OkCupid, HootSite, Typepad, Elance, Aweber and othersIt is unfortunate, but these types of attacks are becoming much more frequent in today’s environment."
Simon clearly stated that for the past two months this attacker has been targeting competitors, therefore the team should have taken the appropriate steps to implement such systems before this attack happenedIt took them days to partially recover the system so it certainly would not have taken them two months to put appropriate system in place to prevent this attackThis basically means they weren’t prepared for this attack because they were negligent and perhaps thought their system was so perfect that it could withstand anythingClearly it could not
This was a FORSEEN circumstance, as an Internet Service Company the technicians should be very much aware of the malicious threats that can and will affect serversThese systems should have been put in place before the attack happened
I am very frustrated about this issue as well as the demeanor of the Customer Service Representatives that I have had to encounter with
I do not want a free trial or a free month of their services as previously offeredthis does not even begin to cover my losses
I have physical proof which is substantial evidence to support my claimThey also have their own records of my campaign's stats, therefore they are completely aware of all the potential customers that I have lost due to their negligence
You may reference the account by the email address associated with it, which is: [redacted]Desired Settlement: I wish to be compensated for the loss that I have incurred
I have lost out on at least $21, because of this Company, they have ruined my campaign and my finances for the upcoming monthsThis is a HUGE setback all due to their irresponsibility
I wish to come to a settlement or else I will be forced to take legal actionsGetResponse will need to cover my lossesWe can negotiate and come to a fair settlementI do not wish for a free month of their service as they previously offered because this does not begin to cover my losses
They will need to cover the full amount of my losses or as I said before we can negotiate a fair figure
I have sent previous emails to their Customer Service ManagerShe did respond to my first two messages but once I gave her a break down of the money they have caused me to lose, there has been no responses whatsoever
Business
Response:
Dear Sir/Madam,
I am writing with regards to the complaint ID [redacted]
Our service - GetResponse - fell victim of massive DDoS
(distributed denial of service) attacks recentlyThis attack
flooded our network and our datacenter with malicious
traffic
This DDoS attack was not something we could expect
preventOur competitors have also been struggling with
this kind of situation
We were working around the clock to mitigate the issue
and prevent it from happening in the future
We also kept our customers updated via our blog and
social media
When the customer first contacted us we explained the
situation and offered extending their FREE TRIAL account
for another month
What is more, since our customers are top priority for us,
we offered that once the customer upgraded their free
account to paid version, we would apply 1-month service
free of charge as well as 12-month bonus of our additional
service - Landing Page Creator
Thank you for your consideration
Consumer
Response:

Review: I signed up to the email marketing platform Get Response. I uploaded my contact list to begin an email campaign. Get Response had to verify the email addresses of my contacts. The email that was automatically sent by Get Response looked like an opt in for a subscription to the company Get Response not to my company. Without the response of my contacts to subscribe, I could not email my list. I contacted customer service to try to resolve but it was not addressed. I requested a refund as the service was not satisfactory and it was within only 12 hours of purchase. They refused to refund stating company policy.Desired Settlement: Refund purchase and cancel subscription.

Business

Response:

Dear Sir/Madam,

I am writing with regards to the complaint ID 9628404.

We provided the customer with the service and assistance regarding the issues they have mentioned in their complaint. The customer has now closed their account and we issued a full refund for their payment. The customer also received email confirmation about the refund.

Thank you for your consideration.

www.implix.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9628404, and find that this resolution is satisfactory to me.

Review: I purchased a one-year package for an auto-response service. After on a few weeks, without any warning whatsoever, the company deactivated my account and refuse to refund any of the fees a paid for the months that I will not be able to utilize their service. I feel that policy is a poor business practice and that no one would knowingly accept those terms. I would have never agreed to pay a year's worth of fees if I knew there was a chance that I would not be able to use the service after only a few weeks, and not get a refund.

Apparently, my account was deactivated because of "an unacceptably high ratio of spam complaints that my campaigns 'have been' generating." If that's the case, then someone should have contacted me prior to deactivating my account to let me know, so that I could have taken steps to avoid future issues. I received no warning, however.Desired Settlement: I think I should be entitled to $441.81. I came up with this number based on the following:

1. I purchased a $147.60 package that I used for 7 weeks. I'm owed $127.73 for the 45 weeks I’m not getting to utilize the purchased service.

2. I purchased a 2nd package for $314.08 that I used less than a week. I’m owed $308.04 for the 51 weeks that I’m not getting to utilize the purchased service.

Total refund amount owed to me is $441.81.

Business

Response:

Dear Sir/Madam,AS regards complaint ID - [redacted] - upon signing up for GetResponse the customeragreed to the Terms of Service and Termination and Anti-Spam policy that state :We reserve the right to terminate or suspend the Service with immediate effect and refuse any and all current or future use of the Service in the event that you violate any of the provisions of these Terms of Service. (10. Termination) http://www.getresponse.com/legal http://www.getresponse.com/legal/antispam.htmlUnfortunately, we recorded a high ratio of spam complaints that customer's campaigns were generating. These negative metrics affected our other customers' and their email deliverability. That is why, we had to terminate the service.We have issued a refund ($441.80) for unused amount of customer's payment.Thank you.Kind regards, [redacted]

Review: on several occasions the platform did not perform as it should. I would go to create a template for an email blast and it would not work properly as it had in the past. I contacted customer support and they said it was a glitch and would be fixed. It did take a long time to fix that glitch. And there were other instances that glitches arose.Desired Settlement: I only want what I have not used of my year subscription with them .... refunded. I tried to cancel on July 2nd. thanks, [redacted]

Business

Response:

Dear Sir/Madam,

I am writing with regards to the complaint [redacted].

On July 3 the customer contacted us with a request to issue a refund

for the remainder of their annual payment.

We asked the customer to close their account first so that no further

charges follow and issued a refund of 83.80 USD for the unused payment.

Refund confirmation was sent to customer's email address.

Thank you!

Kind regards,

Review: I received a check form Implix USA, drawn on Citizens Bank.

However this check is altered/fictitious.

I believe this company is a front for money laundering.

The ckeck amount was for $2933.50Desired Settlement: I would like a full refund for the amount of the check.

Business

Response:

Dear Sir/Madam,

I am writing with regards to the complaint ID #[redacted]

A few months ago our company, Implix USA Inc., fell victim

to affiliate program scam again.

People involved in the scam are forging checks to make them

look as if they are coming from our company - they have our

account number and company name on them and they are

usually for large sums around $2k-$3k.

False checks are sent to random people in US who usually

have not heard of GetResponse or Implix before.

Our bank has been notified about the case and has taken

appropriate measures in that regard.

We have dealt with similar scams before, and fortunately,

there are bank services in place which are now protecting

us from scams like that.

Every single check we issue to our affiliates is verified

by our bank.

People who received such fraud checks should contact

and notify us immediately so that we can forward the

case to the bank.

Thank you!

Review: I subscribed to clickmeeting 3 months ago without realizing there was a free trial. When I decided that the service didn't work for my company I went in to cancel it and request a refund, hoping they would honor the 30 day trial. They refused the refund and instructed me how to cancel my account. I went in and cancelled my account. Then I see a charge a few days ago. I contact them and they said that I had "frozen" my account. If I was going to FREEZE my account, why would I request a refund of the first month??? The first time I requested a refund I was hoping they would just have good business practice. This time I have a legitimate reason to request the refund and they are still refusing it. I did not authorize this charge, I cancelled the account 3 months ago and I want my money back.Desired Settlement: I would like a refund of the unauthorized $30 to my account. In addition, I strongly recommend a review of your policy as this is unethical. 1) You should refund if your customers are unhappy within 30 days of purchasing your service. 2) When customers DO freeze their accounts (which I did NOT), you should email them to let them know their account will be reactivated and they will be charged so they can cancel at that time if they so desire. 3) When someone tells you that the charge is unauthorized, and they do not intend to use the service. You should offer a refund without making us go through hoops to get it. This is some of the worst customer service I have experienced in some time.

Business

Response:

Dear Sir/Madam,

As regards complaint #[redacted] - the customer signed for a Pro paid

account thru our website [redacted]

ClickMeeting offers 30-day free trial accounts (no credit card required)

and paid Pro accounts. Upon placing the order for a Pro account, the

customer agrees that their card will be charged according to the selected

payment plan.

On May 23, 2014 the customer suspended their account (via 'freeze account'

option that is different from closing the account). Upon freezing the account

they were informed that the account would be suspended for 90 days during

which no new payments would be applied and the account would be fully active.

Also, they were informed that after 90-day freeze period had been up recurring

billing on their account would restart automatically.

The customer has now closed their account and we issued a full refund for

their last payment.

Thank you!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I signed up for the service on June 25th and was charged membership for the following month $55.25. I used their service once, which was sending marketing emails to my customers. The list of my customers was approved by Implix. After sending the email, for about two following weeks I checked statistics a few times, according to it I WAS within their 'complaint' threshold limit. Then on July 25th, the first day of the next billing cycle, I got an email from them that my account was deactivated due to violations on my account. On the exact same day they charged me second membership fee for the month of August. They did not send any information or warnings, they just suspended my account and rewarded themselves for that with my money! If you dont want to provide service because I "hurt" your business, do not take my money! This is called theft and is illegal in America!!!!

Business

Response:

Dear Sir/Madam,

As regards the complaint [redacted] - customer's service was terminated

according to the Terms of Service to which they agreed upon signing up.

Our Compliance Dept. conducted the review of customer's account and

unfortunately due to high ratio of spam complaints that customer's email

marketing campaigns were generating over a period of time a decision

was made to suspend the account and to revoke future access to the

services.

The negative metrics generated by customer's campaigns have affected

our other customers' and their email deliverability.

A full refund for customer's last payment (USD 55.25 of July 25, 2014)

was issued to customer's credit card.

Thank you!

Kind regards,

Review: They fraudulently billed us $40. Signed up for free trial, never gave any credit card info and they have charged our corporate credit card account. Have no idea how they got this info. Have notified them of our complaint and that I would be filing complaint with Revdex.com. This is egregious fraud and never in my born days have I experienced this unethical behavior!!Desired Settlement: Refund charges. This is egregious!!

Business

Response:

Dear Sir/Madam,The charge of $40.00 refers to customer's ClickWebinar accountthat they purchased thru our website http://www.clickmeeting.com/GetResponse is a company behind ClickMeeting.Customer closed their account ClickWebinar on May 15, 2015and no further charges with regards to this subscription will follow.We have issued a full refund for the charge of $40.00.Thank you for your consideration.Kind regards, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Hello, my name is [redacted].

I was up late one night working on my computer and in desperation I signed up for something called iPas2 (which I later found out was a scam.) In signing up with iPas2 they require you to also sign up with GetResponse.com which is an email marketing software company. The very next morning I came to my senses after doing some research and logged back in to cancel both iPas2 and GetResponse. I had not problem canceling and with iPas2 but GetResponse has refused to give me a refund of the $147 that it cost for their product. I never used GetResponses email marketing product and canceled the very next day. Again I have not used the product and do not intend to use the product. We are a 3 person family living on 1 persons 32 hour a week paycheck and my son is almost 1 year old. I tried pleading with them but they don't seem to care about my situation at all. Again I must stress that I did not use the product and I canceled it less than 24 hours after purchasing it. I hope there is somebody there who can help us. Any further instructions provided would be much appreciated! Thank you!Desired Settlement: I think that business has a responsibility to refund my money in full for the obvious reason that I just paid them a bunch of money for nothing in return. I basically gave them $147 and I have nothing to show for it because I do not and will not use the product that I purchased from them. I have no use for their product but I do need to feed and clothe my son. They need to do the right thing and refund me my full ammount.

Business

Response:

Dear Sir/Madam,GetResponse and IPAS - service that the customer mentions - are 2 separate programmes.Upon signing up for GetResponse customer agreed that payments already made arenon-refundable.10. Terminationhttp://www.getresponse.com/legalWe have issued a full refund for customer's payment ($147.60).Thank you.Kind regards, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I had paid for "Get Response" email services. Ordered it on the phone/ on the computer at the same time. I had paid for a year in advance (12 months of services) so that I may save a percentage off the total price. Total was $246.00 . I had not yet used their product, after I was told 4 conflicting answers on a feature I had needed in order to start and/or continue using their product, I had found by myself that they indeed did not have that feature. Since they did not have this feature I had decided to cancel and get a refund, expecting to have the amount prorated...which should have meant I owed them $8. When I had asked for a refund they told me I would not get my money back. This was because I was supposed to have ample time to see what functions the service provided. Either way I feel if you pay for services in advance and do not receive those services you should get a refund. They said instead they would never charge again.. but couldn't refund what I gave them. So you can give them any amount of money they won't give it back.... That is why I'm sure they needed a credit card instead of debit like any other email service provider. Either way customer service was 50/50 half really good half really bad...and that would have been another reason I would cancel anyway.Desired Settlement: I deserve a prorated refund. You should rightfully keep $8.00 and refund me the rest of my 246...which would be $238.00 And you should seriously consider changing your policy because other than the customer service not answering with the same answers, and the important function I needed missing..which was the ability to opt into more than one list at a time.... I loved your services and platform and would have recommended it to anyone....now I'm telling everyone to stay far away. Fix these things and you will beat aweber. Thank you.

Business

Response:

Dear Sir/Madam,We have issued a refund (USD 239.16) for the unused amount of customer's annual payment.Thank you![redacted]

Review: I noticed in my bank account that $21.68 was unauthorized debit. I have not signed up with this company nor given my CC informationDesired Settlement: I want my fund deposited back into my account and any information you have about me deleted immediately so this will not happen again

Business

Response:

Dear Sir/Madam,The customer signed up for a monthly account at 19.95 USDthru our website http://www.hypertracker.com/Upon signing up they agreed to recurring billing policy:5. Paymentsh[redacted]Per customer's request recurring billing on their HyperTrackeraccount has been stopped and no further charges with regardsto this account will follow.A full refund for January payment (19.95 USD) has been issuedto customer's credit card.Thank you!Kind regards, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I canceled my account back in 2010, last billed $87.70 for 6 months of their service on 4/9/10. I found a charge for $87.70 on my credit card bill for september 2013. After calling about this, they forwarded it to billing who said:

"From what I can see your account was indeed set for closing, however you cancelled this action from within your account on 2010-12-11 and proceeded to use your account."

They also promised I could cancel at any time, but "As per our refund policy, you may cancel at anytime and you won't be billed again, but you are responsible for any charges already incurred."

Those are exact quotes from the emails by the way, and I can forward all related information if needed to prove this.

This is a complete lie. Had I actually not closed the account, why would they have not billed me for over 2 years?

The simple fact is that despite calling politely and pointing out the error, this company is simply stealing from ex-customers.

I'm already filing a dispute with my credit card and posting scam reports online, but I'd like compensation for the time of mine they've wasted with their theft.Desired Settlement: As stated above, I believe I'm due a full refund and an additional $30.00 for the time of mine they've wasted, in forcing me to not only contact them, but also the Revdex.com and my credit card company.

Business

Response:

Dear Sir/Madam,

I am writing with regards to the complaint ID [redacted]

As stated in our reply to the customer - recurring billing on customer's

semi-annual subscription was stopped per their request of 2010-11-29.

However, on 2010-12-11 the customer activated recurring billing within

their account themselves. Hence, the charges followed. The customer

never contacted us after 2010-12-11 to have billing on their account

stopped again.

I have now issued a full refund for customer's last payment : 87.70 USD

that was processed on 2013-09-24.

It is unfortunately impossible for us to return any additional amount than

that that was charged from customer's credit card. Our payments processor

would not allow for such operation.

Thank you for your consideration.

Review: I started using Get Response to send emails for mortgage and internet marketing purposes. I was WITHIN there "complaint" threshold limits that they published in the help files I read... yet my account was deactivated due to spam complaints. They did this without warning or even notifying me that me complaint levels on certain campaigns had exceeded threshold levels. I repeatedly emailed them asking for statistics and told them I would deactivate any campaigns. I also asked them repeatedly for specific metrics and was repeatedly not given any data... only your account is terminated,

Here is an exact quote of what Get Response states in their help files in reference to complaint rates:

Complaint Rate

"The Complaint Rate is the percentage of delivered email messages that generate spam

complaints. It means that when a recipient reports your email as spam, his/her email address will

be immediately removed and blacklisted from your account.

In this category, low is definitely better, but Technology scored the highest complaint rate at 0.74%.

At half the Technology score, Network Marketing returned a 0.44% complaint rate for second

position. All industries together averaged 0.31%"

I was within those boundaries and had no idea that some of my accounts were exceeding the limits. I could have easily stopped those campaigns if requested (and told them I was willing to do that after they closed my account)

A woman in their customer support said they would issue a refund if we could not resolve the issue. Obviously this was a lie.Desired Settlement: I would like a refund for the 11 months that I paid in advance. This type of behavior is equivalent to theft. I followed their published guidelines, yet they must have some other data (I still never received my compliant rate even after emails and calls to the customer complaint department)

Business

Response:

Dear Sir/Madam,

I am writing with regards to the complaint ID [redacted]

I have exceptionally issued a refund (225.50 USD) for

11 months of customer's annual payment.

Thank you for your consideration.

Review: I signed up for GETResponse with $15.00 monthly plan. (Does not seem like a lot of money, but) I went to use it 5 minutes after signing up and found out that the one reason I signed up-to create a form-was not compatible with my browser Internet Explorer. I use a Microsoft Surface RT which ONLY allows the IE browser. Thus the company's format and use to me was useless. I called immediately and asked for a refund. Explained the situation and received this back. I have been in business and done a lot of business and find this refund policy deplorable. It would be one thing if I just did not like it, but the fact that I can't EVEN use it, which is no fault of my own is ridiculous. I don't believe there were WARNINGS saying ~Don't purchase if you only have IE. Or something to that effect. It may only be the forms that does not work on my computer, but that is the sole reason I was using it.

Hello Lisa,

You have reached GetResponse Billing Department.

I am sorry to see that you decided to close your account.

Getresponse is a pay-as-you-go service. Therefore,

we do not issue refunds, even if you cancel your Account

immediately after your credit card is charged for the new

billing period. No subsequent charges are applied to your

credit card, but the amounts already charged are not refunded.

Should you have any other questions, do not hesitate to

ask me and I will be happy to help.

--

Best Regards

Billing Specialist

GetResponse.com

Business

Response:

Dear Sir/Madam,With reference to complaint [redacted] - upon signing up for GetResponsethe customer agreed to Terms of Service that state there are no refunds issued for payments already made.GetResponse offers a fully functional 30-day FREE trial account and customercan test all the service features before upgrading to PRO version.We have issued a full refund for customer's payment ($15.00) and notifiedthem accordingly.Thank you.Kind regards, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.