Infusionsoft

First I submitted my complaint to Revdex.com because Infusionsoft did not respond in any way at all to my email dated March 29, requesting a stop to illegal charges and for a refund for past paymentsThey in fact charged me again $on April 02, 2018.My account was cancelled as per the email outlinning my experience with services that were not delivered as statedI am not surprised that Infusion soft is not interested in customer outcome or integrity of service, this is congruent with their past behaviour.I still request refund of all payment made to them.I did not request they open my account, I requested access for the last day of my billing cycleInfusionsoft closed my access the night of the 29th November, hours before my cycle ended.as per the attached credit card statement screenshot, payments collected illegally by Infusionsoft total $NOT $To date there is not refund or pending refund to my credit card.Sincerely*** *** ***

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.?

Although the customer's rendition of events doesn't exactly correlate with our documentation, I do feel that the fact that she had reservations on her first call and voiced them, (which we do have documented), and all things considered, I have in good faith, authorized a refund of all funds paid to
Infusionsoft, as well as a credit applied to satisfy the open balanceThere is no further action required by either party.? Best,Jeremy B***Director, Customer Success

Ethan S*** worked with *** *** during her cancel process*** called in to support to cancel her Infusionsoft application (me225) on 7/18/@? 1:17pmHer bill date has been the 17th? of every month since she started using the softwareAt that time the invoice had already
been created and the payment was pendingEthan and *** emailed back and forth for couple days and she was not interested in staying with the softwareHe did offer her a few options moving forward that could help her and her companyShe declined that and sent him an email that she was not happy with how things were being handledEthan replied to her email and confirmed her account was canceled and also explained his intentions and actions while also apologizingNo communication since.? After discussing this situation with his manager Clay, and due to the fact that ***’s cancel request was so close to her bill date, a decision was made to refund the client the full invoice, $The refund has been sent

Per *** request 11/14/and based on conversations with our team, we cancelled the account (cancellation date 11/30/17) and waived the early termination feeIt was made clear and agreed upon at that point that there would be no refund*** requested on 11/30/that the account be
reactivated to access dataDue to an error in our system, the account remained open and billing.? A refund of $(months of service) has been issued, and will appear in ??" business daysThe account has been cancelled

Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and although slanted heavily towards a non-admission of any wrongdoing, find this resolution satisfactory to me.? I have received this action and consider this complaint resolved
Regards,
*** ***
?

From: Shannon H[redacted] Sent: Tuesday, April 10, 2018 9:00 AM To: [redacted] Cc: Michael B[redacted] Subject: Regarding your request- Infusionsoft hq371 Hi [redacted], This is Shannon with Infusionsoft. I am reaching out to you directly in regards to you recent request submitted through the Revdex.com. There 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 April. Those payments,. Totaling $1301.05 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 3-5 business days for the funds to appear in your bank account. We 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 data. As your account then automatically shut down, it was necessary to re-activate it in order for you to retrieve the desired contents, per your request. The error arose when it did not automatically close after that temporary re-activation.Upon cancellation in November 2017, you spoke with Michael Bennett. Based on that conversation, an agreement was made that we would cancel the account, terminate the contract, and waive the early termination fee of  $717. It was understood and agreed upon at that time that no refund was to be issued. Please let me know if there are new circumstances that you feel warrant attention. I am happy to discuss.

Per [redacted] request 11/14/17 and based on conversations with our team, we cancelled the account (cancellation date 11/30/17) and waived the early termination fee. It was made clear and agreed upon at that point that there would be no refund. [redacted] requested on 11/30/17 that the account be...

reactivated to access data. Due to an error in our system, the account remained open and billing.  A refund of $1195 (5 months of service) has been issued, and will appear in 5 – 7 business days. The account has been cancelled.

First I submitted my complaint to Revdex.com because Infusionsoft did not respond in any way at all to my email dated March 29, 2018 requesting a stop to illegal charges and for a refund for past payments. They in fact charged me again $260.21 on April 02, 2018.My account was cancelled as per the email outlinning my experience with services that were not delivered as stated. I am not surprised that Infusion soft is not interested in customer outcome or integrity of service, this is congruent with their past behaviour.I still request refund of all payment made to them.I did not request they open my account, I requested access for the last day of my billing cycle. Infusionsoft closed my access the night of the 29th November, 24 hours before my cycle ended.as per the attached credit card statement screenshot, payments collected illegally by Infusionsoft total $1301.05 NOT $1195.00. To date there is not refund or pending refund to my credit card.Sincerely[redacted]

Our Finance department is currently working with [redacted] on a charge back filed by this customer.I'm not sure how the Revdex.com typically handles complaints that are in a charge back status with credit card companies, as we obviously cannot refund any monies until the case is closed to ensure that the...

account is not double credited. Please let me know how you wish me to proceed.  [redacted] - Sr. Manager, Customer Success

Hi, this issue was handled by another Infusionsoft manager and I believe was handled properly, so I am going to support Duane H[redacted] decision to not remove the balance, I have included that conversation below. From: Duane H[redacted] Sent: Thursday, September 22, 2016 2:03 PMTo:...

'[redacted]Cc: Chelsey O[redacted]Subject: RE: Your Infusionsoft open balancePam,My name is Duane H[redacted] and I am Chelsey’s manager. I have reviewed your account with Chelsey and gone over the communication in this email thread. From the information that I have looked at I am going to reiterate Chelsey’s previous communication that you do owe the final payment for July in the amount of $359.00. You communicated to her that you needed the software for another month (as detailed in previous emails below) and you continued to use Infusionsoft during that time. I did see that you had an issue with emails being delivered to Microsoft accounts. I also see that it was handled in an acceptable timeframe by being resolved the next day. At this time you are responsible for the open balance of $359.00 and you can satisfy that with our accounts receivable department. This decision is not a reflection of Infusionsoft’s financial health. It is in line with our agreement to provide access to software services (including fixing problems in an acceptable timeframe) for an agreed upon monthly fee. Infusionsoft has provided that service, which you did take advantage of. I hope that this clarifies our position and that you have a great day. Small Business Growth ExpertDUANE H[redacted]###-###-####[redacted]

In his last conversation with Dwayne[redacted] 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.

Although in reviewing this complaint, and having uncovered many discrepancies between our internal notes and communication and the customer's timeline and occurrence of what all transpired and how, I don't see the merit in opening the case any further and creating a back and forth battle over...

details. In good faith, I have authorized a refund of all monies paid by the customer to Infusionsoft, which depending on their banking institution, will post to their account within 7-10 business days.Please let me know if you require anything further.Best,  [redacted]  Sr. Manager, Customer Success

I apologize for the delayed response. The amount referred to was taken out of the customer's account on 5/30, and was the second scheduled payment on the Kickstart fee. I included that payment when I processed the refund of all monies received by. I have attached a screenshot to illustrate. The customer paid $548.75 on 4/30, and then $299.75 on 5/30. I had refunded both payments, for a total of $848.50.Please let me know if you have any further questions.[redacted]Sr. Manager, Customer Care

This is not true. I have call the customer service several times, and I have complained to Joe T who signed me up several times, he said that he will talk to his boss and call me back, he never did. I called him several more times to follow up with him, he never called me back.

This is an email I sent to the customer and did not get a response. Therein are questions I would need answered before I can assist further.  From: Clay Jeppsen Sent: Monday, September 18, 2017 7:42 AM To: '[email protected]' <[email protected]> Subject: RE:...

Infusionsoft -- Your Request Hi Haydn, Chelsey no longer works at Infusionsoft. I would like to help. In reviewing the notes, it looks like things stop progressing when you asked to cancel your account. I understand you did this as you listed one of our reps forgot to call you back. I also see that Chelsey made it clear that she was going to end communication as you were taking the legal route. But now I see you are requesting internal information. At this point, I need to know what your intentions are. I 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.

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 received. Since we have not been able to complete anything, this was the entire service. I was requesting a "re-do" from the beginning. I 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 truth. Novemeber 12th & 13th-Infusionsoft did not acknowledge my request. As 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 issue. Final Statement-Attached are 2 emails. The first was sent to Infusionsoft as to why we were being billed. This email was never responded to. The second email shows I informed Michael where he could review the problems. It is clearly stated in the response received through the Revdex.com by Infusionsoft that the next time Infusionsoft heard from us was this complaint. The attached email proves that is a lie. Additional Contact History 01/18/2016Our laboratory saw an additional charge was billed to our credit card. We contacted infusionsoft and spoke with representative "Heston". "Heston" said Michael U[redacted] would contact [redacted] in regards to the problem. [redacted] never received a call. [redacted] made a call to Infusionsoft in the same day, no extension provided, wait time was 20 minutes, she hung up. Michael never called E[redacted] We have provided plenty of responses and actions to help resolve this problem. They have had ample opportunities to assist. We feel it is inappropriate to speak with them further without a mediating source.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
After I stopped the payment on my [redacted] for the initial payment and then made this complaint. supposedly my service was cancelled but a new charge has appeared on my credit card. While this may be a matter of different departments not communicating with each other or data bases that do not update each other properly, I want ALL charges reversed and no further charges made.The amount of time I am having to stop this from happening is unwarranted. The idea that no misrepresentation was made originally is a bit disingenuous but at this point I just wish the issue to go away and not take any more of my time and effort. Considering that I cancelled this service the morning after I signed up for it shows that this company has purposely made their cancellation process cumbersome in the hopes that clients wishing tocancel will simply walk away rather than pursue getting their money returned.
Regards,
[redacted]

We have no records of the customer calling in to voice these concerns. We also do not have any record of the customer requesting cancellation of her account, which mean she did not go through our resolutions team to discuss any of the issues she listed above. This is where we would here the...

customer's concerns and discuss resoltion. I am going to create a cancellation case per the customer's request and she will be contacted within 48 hours to discuss the matter.

This matter is now with the Customer Care Team. A Customer Care Manager will be connecting with the customer asap to resolve the matter.