Infusionsoft

The credit was issued on 1/

There was no indication in the customer record that anyone reached out to us about the continued billing of this account I apologize that it appears to be missing I alluded to the possibility of a refund of the last two months' fees in our last response As they have issued a charge-back for the charges in question, we would need to resolve that matter prior to any credit being issued We still remain committed to helping him get started in the software He is able to re-start his Kickstart if he would like to Unfortunately, he has decided against that (as is his choice) We presented a solution and were told he was busy and would get back to us The solution is still available We are willing to reverse the charges for December and January once the charge back situation is resolved

This account was canceled over a year ago, and I would assume if the account holder was unhappy with the circumstances around the cancellation of his account he would have brought this to our attention thenWe have no record of the customer reaching out after cancellationThe customer would have
also been responsible for viewing our billing policy on line that reads refunds will not be given upon cancellationAt this point, no refunds will be given, due to our policy and the time that has passed.

I will work with my billing/collections team to remove the chargeConsider the issue resolved for the customerHave a great day!

We understand there is frustration with the situation We see from time to time situations where there is some dispute over who owns the Infusionsoft account In these situations we defer to our legal department We instruct customers to seek legal counsel if they feel there has
been theft In this case there is clearly a dispute over ownership Because of this, we've asked to get as much information before we process refund or cancellations of any kind Again, if Andrew feels his information and credit card have been stolen by a former employee, he would need to contact the authorities

From: Shannon H*** Sent: Tuesday, April 10, 9:AM To: *** *** Cc: Michael B*** *** Subject: Regarding your request- Infusionsoft hqHi ***, This is Shannon with InfusionsoftI am reaching out to you directly in regards to you recent request submitted through the Revdex.comThere is limited space to respond on that platform and I want to ensure that our communication is complete. To confirm, your account was erroneously billed for the months of December, January, February, March and AprilThose payments,Totaling $have been refunded (see the screen shot below)As previously stated, we truly apologize for the error.After Infusionsoft initiates the refund it still may take up to 3-business days for the funds to appear in your bank accountWe have found that all banks process returns a little bit differently and so it depends on the speed of the merchant processor and your bank to determine how quickly the funds will be available to you.To clarify, when your account was cancelled, you had access up until the day prior to what would be the next billing cycle to access your dataAs your account then automatically shut down, it was necessary to re-activate it in order for you to retrieve the desired contents, per your requestThe error arose when it did not automatically close after that temporary re-activation.Upon cancellation in November 2017, you spoke with Michael BennettBased on that conversation, an agreement was made that we would cancel the account, terminate the contract, and waive the early termination fee of $It was understood and agreed upon at that time that no refund was to be issuedPlease let me know if there are new circumstances that you feel warrant attentionI am happy to discuss

The amount inadvertently billed in March included Customer Hub and the refund issued included it as well As was mentioned in the previous response, we have no record of a request prior to the February billing If the customer has a ticket number or email initiated prior to her February billing date, we'd be happy to look and see if another refund is warranted

Please advise the customer we will be making the full refund requestedA member of his team reactivated his account, and another member of his finance team called us to update the company card that was being chargedIt is common in many businesses to empower certain individuals in the company to make purchasesAnd that is what we understood was happening hereTo ease the customer we will make a full refund

*** *** was credited months ($518) while she was on the books, meaning we covered her bill for delays, and that was satisfactory to her at the timeSince then, on 2/at the closing of her account, we have refunded her an additional $back to her card on fileShe has not been billed
since her request to cancel, 2/This was the final agreement with her and the funds have already gone back to her.?

This is an email I sent to the customer and did not get a responseTherein are questions I would need answered before I can assist further.? ? From: Clay Jeppsen Sent: Monday, September 18, 7:AM To: '[email protected]' Subject: RE:
Infusionsoft -- Your Request? Hi Haydn, Chelsey no longer works at InfusionsoftI would like to helpIn reviewing the notes, it looks like things stop progressing when you asked to cancel your accountI understand you did this as you listed one of our reps forgot to call you backI also see that Chelsey made it clear that she was going to end communication as you were taking the legal routeBut now I see you are requesting internal informationAt this point, I need to know what your intentions areI can help, but are you requesting names for legal purposes, or to reinstate your Infusionsoft and move forward with coaching? Please let me know, I want to help.?

In his last conversation with Dwayne* *** threatened legal action and asked for the information for our legal team prior to hanging up on him? At this point, we'd ask him to direct any questions he has regarding our policies to them.?

While I resolved my issue partially, I really have an issue with Infusionsoft's policy to terminate someone's account in response to a partial dispute filedI was given no warning that this would happen after I filed the dispute, and no opportunity to resolve it within a set periodShutting down my account I believe is unconscionable, especially given that I only filed a dispute about part of my paymentI want this policy changed.?

That is definitely not what happened? ? I asked Dwayne to speak with the supervisor and he said no? I ? explained that I was sold / told one thing and their system does another? I saw there were a lot of people online also leaving reviews about switch and bait from their company, so I guess I'm not the only one? ? After Dwayne denied me speaking with a supervisor and they told me that I was wrong, I asked whether I should turn it into the Revdex.com or talk with an attorney and he told me to go for it? I? Either way - I am looking for a full refund for the service and also would like a refund for the $additional charges that they put on my credit card on 7/12/16.? Very shocked at they way they do business

I dispute the following responses:The October 23rd-I agreed to stay only if they would provide me with all of the service I had paid for and not receivedSince we have not been able to complete anything, this was the entire serviceI was requesting a "re-do" from the beginningI encourage them to release a recording of this conversation so that the Revdex.com and Infusionsoft are clear that this statement/response is a fabrication of the actual event that contains very little truthNovemeber 12th & 13th-Infusionsoft did not acknowledge my requestAs they reached back out to me to inform me I could receive a bigger block, it was clear that Infusionsoft would not address the main issueFinal Statement-Attached are emailsThe first was sent to Infusionsoft as to why we were being billedThis email was never responded toThe second email shows I informed Michael where he could review the problemsIt is clearly stated in the response received through the Revdex.com by Infusionsoft that the next time Infusionsoft heard from us was this complaintThe attached email proves that is a lieAdditional Contact History 01/18/2016Our laboratory saw an additional charge was billed to our credit cardWe contacted infusionsoft and spoke with representative "Heston""Heston" said Michael U*** would contact *** in regards to the problem*** never received a call*** made a call to Infusionsoft in the same day, no extension provided, wait time was minutes, she hung upMichael never called E*** We have provided plenty of responses and actions to help resolve this problemThey have had ample opportunities to assistWe feel it is inappropriate to speak with them further without a mediating source

I would like to thank the customer for her feedbackEthan S*** was acting within our policy that requires a customer to cancel days before their bill date to avoid the chargeIn ***'s case that did not happen, but due to her lack of satisfaction with our policy and in order to show her that we do care and didn't just hold her to the policy, she got a refund on her last payment even though her request was not days prior to billingWe wish *** well and hope she is satisfiedWe are always trying to balance our policies and making customers happy

Our records indicate the customer requested to cancel on March 11th and was mistakenly billed on March 16th? Our rep processed the cancellation on April 12th and refunded the inadvertent billing from March? He asked the customer if she had any record of requesting to cancel prior to her
February billing as well? In order to issue a refund for the February billing we would need evidence of a request to cancel prior to her February 16th billing date

Below are Venessa A*** notesWhat I see is that Venessa provided the customer with her manager's information so the customer could escalate the issueMy recommendation is that she reach out to Venessa's manager ***? and seek resolutionThis is what Venessa recommended at the timeHis
info i** *** ###-###-#### "She said she hasn't used Infusionsoft due to some personal mattersShe said she is in the negative, doesn't have any money and can't keep paying for ISShe wanted a refund since she hasn't used itIt's past the 60-day money back guarantee and she also never responded to the our coach’s emailShe just never used it and I wouldn't issue a refund just because she has no moneyI shared I could refund her last month and give her the next months freeShe insisted that I wasn't helping and wanted at least half refundedI offered to help create a campaign since she said she only has ONE client and a list of 100, so I offered to downgrade her account, get her in with another coach, but then she grew more and more frustrated because I wouldn't refund herShe said to refund last month AND THEN CANCEL and I said we would refund her last month as a form of investing in helping her and if we downgraded her app to $I could also have her work with a coach and create a webform to help her get more leads, she then said I wasn't helping herAs it stood, she needed money because she continued to tell me she was in the negative, but that's not how it worksShe then tried intimidating me, said she is the president of coaches and has a large network, etc etc, I said I wanted to help her so she didn't feel cornered in her business and stuck, and this kind of help could turn things aroundShe got very upset asked to speak to my manager who she assumed had a larger budget and would refund her for not using InfusionsoftI gave her *** information, communicated our billing policy and still offered help, which she refused."

[A default
letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me.? I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
?

When billing a card that does NOT belong to the account-holder, the CARD HOLDER should be contacted that charges are going to be billed to their cardAT THE VERY LEAST, email receipts should be sentInstead we received nothingIt was only after going through our account transactions (we are a large business, we have thousands of transactions) did we notice the error.Furthermore, when I CANCELED our billing, that billing information (credit card data), should have been destroyedIt is very important that InfusionSoft customers know this: InfusionSoft does NOT take even the most basic steps to insure the security of their customers personal or financial informationFurthermore, InfusionSoft will accept no blame for this practice; placing the blame on you: "why didn't you notice sooner?" and even more ridiculous "you should take this matter up with your employee." (A man who was fired for fraud and writing bad checks? I should contact him? Why, InfusionSoft?)Stay away from this company at all costsThere are better, less expensive alternatives out there with much more responsive, compassionate customer service.We have pursued this matter with our credit card company who AGREES that InfusionSoft mishandled our data and AGREES that InfusionSoft's policies on protecting customer data is poor.We will be forwarding our complaint to senior management of InfusionSoft and to California Consumer Affairs and the Attorney General.? And a final note regarding InfusionSoft and ANY online service: when you cancel, make sure you have them confirm that they have DESTROYED YOUR FINANCIAL data.?

I would love to address this complaint, however I am unable to pull up any customer at all, based on the information provided below:*** *** *** ** *** *** *** * ** ***Daytime Phone:? ###-###-####E-mail:? ***Please respond with the customer
information that we would have currently in our system.? Thank you, Jeremy B*** - Director, Customer Success