Inflection

Initial Business Response /* (1000, 5, 2016/01/18) */
Thank you for contacting PeopleSmart. We believe we have adequately addressed the customer's concerns for this inquiry.
We are a self-service website. The initial purchase started on 12/23/11, and was a Contact Information Report for...

the discounted price of $1.95. This discounted-priced report was the option that was chosen. This option came bundled with a 7-day free trial on an Unlimited Search Membership. The terms have to be agreed upon at checkout in order for the order to go through. The terms state that if the trial membership is not canceled within the 7-day free trial period, there will be a charge of $39.95 on the eighth day, and then every year thereafter until canceled by customer.
After an order is placed, the customer immediately gets an email confirming what was purchased. Every year before the membership renews, there is an email sent out a month prior reminding them that the yearly charge will be taken out of their account.
We have our terms, as well as phone number located on our website. Our phone number is also on bank statements next to our charges. Phone agents are able to cancel for customer, if customer calls and asks.
This membership has been charging every year since 12/30/11, and there has never been a contact to customer service until 1/12/16. On this date, an agent was able to refund the 2016 charge. We stop payment once customer cancels membership. It is not in our policy to refund prior to cancellation.
If there is any other way we can assist the customer, they are welcome to contact us at their earliest convenience at XXX-XXX-XXXX.

Initial Business Response /* (1000, 5, 2014/05/16) */
Thank you for contacting PeopleSmart.com. Customer service is our utmost priority and we are very diligent in ensuring that our terms are laid out clearly on our website and all electronic correspondence, including the confirmation email...

the customer received on 05/13/2014. The customer's original purchase was for a $7.95 phone report which included a single report on the phone number they searched, which is the reason they were charged. Our preliminary result verifies carrier and city for the search. If the customer elects to purchase a report, we perform a premium search for name and address. As stated in our guarantee policy, if no information can be found for a search the customer is eligible for a refund. This refund of $7.95 was already issued for order number XXXXXXXXX. If there is any other way we can assist them, they are welcomed to contact us at their earliest convenience at X-XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 7, 2014/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from People Smart is incorrect. The initial analysis showed that the NAME of the phone number owner had already been obtained which is the only reason I moved forward with the order. They are misstating the order of events, as they state that the name search comes after one places an order. This deception is not news to the business as it is clear they intentionally mislead to obtain orders.
Final Business Response /* (4000, 9, 2014/05/29) */
Thank you for contacting PeopleSmart.com. Customer service is our utmost priority and we are very diligent in ensuring that our terms are laid out clearly on our website and all electronic correspondence, including the confirmation email the customer received on 05/13/2014. The customer's original purchase was for a $7.95 Phone report which included a single report on the phone number they searched for. Unfortunately we do not guarantee results. Since there were no results a refund was immediately issued. If there is any other way we can assist them, they are welcomed to contact us at their earliest convenience at X-XXX-XXX-XXXX.
Final Consumer Response /* (4200, 11, 2014/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The latest "proposed resolution" is the same as their first response and neither response addresses my specific issue. Sure, I was refunded the $7.95 but if anyone actually read my first complaint or my second complaint it would be clear that the refund was not the issue. I never would have signed up to pay the $7.95 nor would I have provided any credit card information if the PeopleSmart website had not run a "diagnostic" which showed that the information for the phone number owner was available. This is fraudulent because this preliminary "diagnostic" indicates that the information is available if you pay for it, even though it may not be. The PeopleSmart responses thus far have not addressed this issue whatsoever, pretending that issuing a refund solves the problem. A refund is not the solution when the payment was received fraudulently to begin with.

Initial Business Response /* (1000, 5, 2014/06/12) */
Thank you for contacting PeopleSmart.com. Customer service is our utmost priority and we are very diligent in ensuring that our terms are laid out clearly on our website and all electronic correspondence, including the confirmation email...

the customer received on 05/01/2013. The customer's original purchase was for a $0.95 Contact report which included a single report on the individual they searched for and a 7-day free trial on PeopleSmart, which is the reason they were charged. Out of courtesy, we had processed a refund of $79.80 total. We have already refunded back 120 days and will not issue any more refunds. If there is any other way we can assist them, they are welcomed to contact us at their earliest convenience at X-XXX-XXX-XXXX.

Initial Business Response /* (1000, 5, 2015/03/13) */
For case XXXXXXXX, the customer is requesting a refund of $29.95. The refund was issued on 3/6/2015 when the emailed us directly asking for a refund.

Initial Business Response /* (1000, 5, 2014/08/12) */
Thank you for contacting PeopleSmart.com. Customer service is our top priority and we do our best to ensure that our terms are laid out clearly on our website and all electronic correspondence, including the confirmation email the...

customer received on 07/16/2014. The customer's original purchase was for a $0.95 contact report which included a single report on the individual they searched for and a 7-day free trial on PeopleSmart. In an attempt to maintain excellent customer service and reconcile this matter, the customer's refund request has been processed for receipt number XXXXXXXXX for the amount of $19.95. If there is any other way we can assist them, they are welcomed to contact us at their earliest convenience at X-XXX-XXX-XXXX.

Initial Business Response /* (1000, 5, 2014/12/22) */
Thank you for contacting PeopleSmart.com. Customer service is our top priority and we do our best to ensure that our terms are laid out clearly on our website and all electronic correspondence, including the confirmation email the...

customer received on 4/21/2014. The customer's original purchase was for a $0.95 contact report which included a single report on the individual they searched for and a 7-day free trial on PeopleSmart.
Our records do indicate that the customer had returned to our site in August to utilize the membership. In an attempt to maintain excellent customer service and reconcile this matter, we have issued refunds for the last four months. The customer will receive four refunds of $19.95. We do not typically refund past 60 days, but we have made an exception and issued additional refunds. If there is any other way we can assist them, they are welcomed to contact us at their earliest convenience at X-XXX-XXX-XXXX.

Initial Business Response /* (1000, 5, 2014/03/08) */
Thank you for your response. We respect privacy. That is why we have an Opt-Out process built into our website. As a courtesy, we have removed this individual's information from the search results on our website. They will need to delete...

their Internet browser's cookies and cache to make sure that they do not see stored information when they return to our website. If they have any further questions or concerns, they may contact us at X-XXX-XXX-XXXX.

Initial Business Response /* (1000, 5, 2014/04/16) */
Thank you for contacting PeopleSmart.com. Customer service is our utmost priority and we are very diligent in ensuring that our terms are laid out clearly on our website and all electronic correspondence, including the confirmation email...

the customer received on 03/26/2014. The customer's original purchase was for a free background report which included a single report on the individual they searched for and a 7-day free trial on PeopleSmart, which is the reason they were charged. Out of courtesy, we had processed the remaining of $4.99 for the full amount of $29.95. We had also previously processed a refund for $24.96 on 04/10/2014 when we were contacted by the customer. If there is any other way we can assist them, they are welcomed to contact us at their earliest convenience at X-XXX-XXX-XXXX.

Initial Business Response /* (1000, 10, 2015/02/23) */
Thank you for contacting PeopleSmart.com. Customer service is our top priority and we do our best to ensure that our terms are laid out clearly on our website and all electronic correspondence, including the confirmation email the...

customer received on 10/8/14. The customer's original purchase was for our Unlimited Work + Phone Search Access membership and a $0.95 Phone Report. The Search Access membership had a 7-Day Free Trial period that ended on 10/15/14 and began billing its monthly service fee of $19.95. The customer has been issued three refunds of $19.95 for the 11/16/14, 12/16/14 and 1/16/15 charges for order XXXXXXXXX. If there is any other way we can assist the customer, they are welcomed to contact us at their earliest convenience at XXX-XXX-XXXXX.

Initial Business Response /* (1000, 5, 2014/10/10) */
Thank you for contacting PeopleSmart.com. Customer service is our top priority and we do our best to ensure that our terms are laid out clearly on our website and all electronic correspondence, including the confirmation email the...

customer received on 8/16/14. The customer's original purchase was for a free background report report which included a single report on the individual they searched for and a PeopleSmarts Unlimited Phone + Work + Contact + Criminal Search Access membership. The membership was cancelled 8/16/14 per the customer's request and a refund of $19.95 was issued for the 8/16/14 charge per their phone call to our Member Services Center on 9/2/14.
If there is any other way we can assist them, they are welcomed to contact us at their earliest convenience at X-XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (2000, 7, 2014/10/29) */

Initial Business Response /* (1000, 5, 2014/12/18) */
Thank you for contacting PeopleSmart.com. Customer service is our top priority and we do our best to ensure that our terms are laid out clearly on our website and all electronic correspondence, including the confirmation email the...

customer received on 06/06/2013. The customer's original purchase was for a $0.95 contact Report which included a single report on the individual they searched for and a 7-day free trial for a PeopleSmart monthly membership. We provided three different methods to cancel a trial membership including: calling us directly, emailing us at [redacted]@peoplesmart.com, or by using the contact form on the website. The trial was never canceled within the seven day trial period, which is why the customer was billed accordingly.
After reviewing this account we see the customer has already called our Member Services Center, and spoke with a service agent who promptly refunded the charges to them on 12/15/2014. If there is any other way we can assist them, they are welcomed to contact us at their earliest convenience at X-XXX-XXX-XXXX.

Initial Business Response /* (1000, 8, 2014/12/22) */
Thank you for contacting PeopleSmart.com. Customer service is our top priority and we do our best to ensure that our terms are laid out clearly on our website and electronic correspondence. We have canceled the customer's memberships to...

PeopleSmart and IdentitySmart. We will not attempt to charge the customer's credit card again.
If there is any other way we can assist the customer, she is welcomed to contact us at her earliest convenience at X-XXX-XXX-XXXX.

Initial Business Response /* (1000, 10, 2014/09/16) */
Thank you for contacting PeopleSmart.com. Customer service is our top priority and we do our best to ensure that our terms are laid out clearly on our website and all electronic correspondence, including the confirmation email the...

customer received on 7/29/2011. The customer's original purchase was for a $1.95 Contact Information report which included a single report on the individual they searched for and a 7-day free trial on PeopleSmart.
In researching the request we've found the customer was charged on 8/5/2011. We apologize but as outlined in our Terms of Use we're unable to refund charges more than 60 days old.
2.2 If you are not satisfied with your purchase of PeopleSmart Premium Content, you may be given Credits for future purchases of Premium Content. You may also request a refund by emailing [redacted]@peoplesmart.com or by calling X-XXX-XXX-XXXX. All refunds will be made to your original method of payment for the transaction. All sales are final after 60 days
If there is any other way we can assist them, they are welcomed to contact us at their earliest convenience at X-XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 12, 2014/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a boiler plate response. They have not addressed the fact that I never used or heard of their company, and that it was used fraudulently. They have not addressed the fact that according to my research I have never received an email from them regarding these charges..(not even in junk mail).
They advise for additional assistance, that I call the 888 number. That is useless as they have told me the same thing at that number that they say in their response.
I do not believe they ever tried to reach me.They did however make valiant efforts to continue to charge the card repeatedly when it was rejected, week after week until the charge went through.
All sales are final after 60 days? Even the fraudulent ones? Where is this written? On Moses stone tablets? They can send me a check! This costs them NOTHING! There was no product consumed
or service rendered on their part..THEY HAVE DONE NOTHING but charge my credit card repeatedly without my knowledge. Do this a few million times to a few million people and I believe you could retire very early! They have no idea how far I am willing to take this. Their greed is going to end up costing them a lot more than 72.00, not to mention the great PR.
Final Business Response /* (4000, 14, 2014/09/25) */
Thank you for contacting PeopleSmart.com. We believe we have adequately addressed the customer's concerns for this inquiry.
We apologize that we could not come to a mutual conclusion with the customer on this issue. We have issued refunds up to the maximum of 120 days which is double of what our Terms of Use state and is the maximum our company allows.
If there is any other way we can assist them, they are welcomed to contact us at their earliest convenience at X-XXX-XXX-XXXX.
Final Consumer Response /* (4200, 16, 2014/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again this is a boiler plate response not addressing the issue if fraud... Once again I have nothing to do with this company ... I have no past emails informing me that my c/c was being charged... When the card was rejected they made multiple attempts to charge day after day until the charge went thru without notifying me. This went on for 3 years hoping a small charge like this would be overlooked and it was... The only reason I know about this was an email I received recently telling me the card could no longer be charged...my card was fraudulently used and this company took advantage of this... This is a depicable way to do business. I would like two charges of 34.95 refunded with the original 1.95..this costs them nothing... There was no product consumed... This is shear greed... And will end up costing this company more than 71.00...I will not let this go

Initial Business Response /* (1000, 5, 2014/05/07) */
Thank you for contacting PeopleSmart.com. Customer service is our utmost priority and we are very diligent in ensuring that our terms are laid out clearly on our website and all electronic correspondence, including the confirmation email...

the customer received on 03/18/2014. The customer's original purchase was for a $0.29 Contact Report which included a single report on the individual they searched for and a 7-day free trial for People Smart's Monthly Unlimited Phone Search Access membership. We provided three simple methods to cancel a trial membership, including calling us directly, emailing us at [redacted]@peoplesmart.com, or by using the contact form on the website. The trial was never canceled within the seven day trial period, which is why the customer was billed accordingly.
Per our records, the customer has already called our Member Services Center, and spoke with a service agent who promptly refunded the charges to them on 04/30/2014. If there is any other way we can assist them, they are welcomed to contact us at their earliest convenience at X-XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 7, 2014/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was going to click on the yes button, until I was informed it would be final and done with. I'm not sure if it's final yet. I have been conversing with my credit card. It is very confusing how they explain what they are doing per this investigation. As I have what appears to be 3 temporary charges? And prior to investigations? I will not know for sure if the charges actually have been deducted until I get my final credit card April bill in the mail, and add it up. The way they list is very confusing.