InvestorPlace Media

To bring the matter to a close we have issued an additional refund of $to [redacted] credit cardIn the future the language of the offer in question that is the cause of contention will be either dropped entirely or clarified further for future subscribers

InvestorPlace Media is in full compliance with the CAN-SPAM Act of which allows up to business days to comply with an unsubscribe requestWe state a 7-day window on all of our unsubscribe pages to allow for any potential systems errors we may encounter but in general the process is completed within hours when the unsubscribe requested is submitted correctly In the footer of every order page of either a free report, free e-letter, or paid service we point potential responders to our company privacy policyWe clearly state there what a person can expect to receive in email when they order as well as actions they may take to prevent receiving those emailsThat Privacy Policy may be reviewed at http://investorplace.com/corporate/privacy/ [redacted] ***s email address of [redacted] has been completely unsubscribed and will receive no further emails from InvestorPlace Media unless he takes the action to siagain

The subscription information terms and conditions subscribers oto upon order submission are explained on the order page at time of order.? When [redacted] subscribed on 01/17/the following information was explained just above the button customers click to submit their order (a copy of the original order form is attached):Uninterrupted Service Guarantee: After your first months of service, your subscription to The Independent Adviser will continue without interruption for as long as you wish, unless you instruct us otherwiseWe'll notify you by email prior to your card being charged and bill you the discounted rate of $per quarter each time your subscription is about to expireYou'll never have to worry about missing a single issue or hotline, and you may cancel at any timeOur risk-free guarantee means you may cancel within the first days of service and receive a full refund or opt out of auto-renew after that with no further obligationOnce your free 30-day trial of The Independent [redacted] Fund Analyzer is up, you will be billed $each year that you remain a subscriberYou may call our customer service team toll-free at [redacted] ? to adjust your auto-renew preferences at any time.In the interest of resolving this complaint I have issued a full refund of $to the customer's credit card.? Please be advised the customer's subscription to The Independent Adviser for [redacted] Investors remains active and is still on auto-renew.? If [redacted] does not contact us prior to 07/15/his subscription will auto-renew.? He will be notified via email days prior to the auto-renew action

[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 [redacted] , and find that this resolution is satisfactory to me.? Regards, [redacted]

[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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Our records indicate Mr [redacted] subscribed to [redacted] 's free e-letter, [redacted] ***, as well as his paid service, [redacted] , with the email address of [redacted] Requests received to unsubscribe Mr [redacted] were processed using the [redacted] email address This complaint gave us a different email address of [redacted] which I did find associated with a different subscription to [redacted] 's free e-letter, [redacted] *** I have unsubscribed that email address today and Mr [redacted] should stop receiving emails from InvestorPlace Media in the next - business days The extra time is required as some emails are already queued up to deliver and [redacted] may be in that queue When Mr [redacted] contacted us in November, [redacted] was unsubscribed, his credit card information was deleted, and his account was removed from eligibility to receive promotional materials as requested

Mr [redacted] provided his email address ( [redacted] ) to InvestorPlace Media online to receive a free report by [redacted] called "Vanguard's Best & Worst Funds" When I attempted to look him up on our database with the name and email address information he provided in the complaint I was unable to locate him So I asked our Customer Service Manager to reach out to him via phone to straighten the situation out It appears he has an automated email forward set up so that it seems like we were sending to [redacted] and so any time he entered that email address on our unsubscribe page our system couldn't locate him to conduct the unsubscribe Once we discovered it was really [redacted] we were emailing we were able to put through the unsubscribe and stop the marketing emails from being sent Mr [redacted] should receive no further emails from InvestorPlace Media unless he orders something else from our publishing company

[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 is satisfactory to me.
Regards,
*** ***

[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 is satisfactory to me.
Regards,
*** ***

I have reviewed the case and order details and find that per the terms and conditions of the order placed, the auto-renewals were correct and no refund of the auto-renewal charges is duePlease see the attached documentation to support that conclusion

[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 is satisfactory to me.
Regards,
*** ***

[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 is satisfactory to me. Thank you for your help on this. I have never requested help from Revdex.com and I am very impressed that the business contacted be within a few hours of my complaint sent to Revdex.com and offered a satisfactory resolution.
Regards,
*** ***

The subscription information terms and conditions subscribers oto upon order submission are explained on the order page at time of order. When *** *** subscribed on 01/17/the following information was explained just above the button customers click to submit their order (a
copy of the original order form is attached):Uninterrupted Service Guarantee: After your first months of service, your subscription to The Independent Adviser will continue without interruption for as long as you wish, unless you instruct us otherwiseWe'll notify you by email prior to your card being charged and bill you the discounted rate of $per quarter each time your subscription is about to expireYou'll never have to worry about missing a single issue or hotline, and you may cancel at any timeOur risk-free guarantee means you may cancel within the first days of service and receive a full refund or opt out of auto-renew after that with no further obligationOnce your free 30-day trial of The Independent *** Fund Analyzer is up, you will be billed $each year that you remain a subscriberYou may call our customer service team toll-free at *** to adjust your auto-renew preferences at any time.In the interest of resolving this complaint I have issued a full refund of $to the customer's credit card. Please be advised the customer's subscription to The Independent Adviser for *** Investors remains active and is still on auto-renew. If *** *** does not contact us prior to 07/15/his subscription will auto-renew. He will be notified via email days prior to the auto-renew action

[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 is satisfactory to me.
Regards,
*** ***

After reviewing the account and notes I find there was room for flexibility hereA full refund will be issued - $on 9/18/14, $on 10/30/14, and $on 10/30/
The customer service team based their original action on the fact that we provide instructions for the customer to set up
their own username and password and access the website in the order confirm email sent immediately after orders are submitted onlineTherefore the subscription and day money back guarantee time frame begins on the day of order
I'm authorizing the full refund as a courtesy to resolve the Revdex.com complaint

We understand *** ***'s concerns regarding security and take the issue quite seriously. There seems to be some misunderstanding about what it means to restrict by IP address as a measure of added security and what the impact would be on those who actively use the subscriber websites. As stated previously, if we were to restrict by IP address, it eliminates the convenience associated with individual subscribers being allowed to log in to their accounts from home, work, or mobile devices simultaneously. When we offer a subscription, of course it's with the understanding that the subscriber's spouse or immediate family members may also log in and use the account. We assume a subscription per householdjust as the *** *** *** is delivered to a household but may be read by all members. *** ***'s comment about "re-establishing a secure connection anytime they want" is correct. Today, subscribers can do so without issue. The account holder can gain access from his/her home computer, while a spouse accesses from an *** or other mobile device (both different IP addresses). If we were to restrict by IP, it would not eliminate the possibility of one subscriber sharing his or her username and password with co-workers for example. Most businesses are set up on a network and that network generally shows as a single IP address. While many banking and financial institutions DO prompt security questions as an extra hurdle when a user attempts to login from a different IP address, again, we do not store any personal information on the website as a bank or financial institution would, and it does not prevent someone from logging in from his/her company and sharing both login and answers to security questions with co-workers.A number of years ago, we used a username and pin code method for login which *** *** may recall. We moved away from that system in and now require subscribers to set up a unique username and password. It is highly unlikely that a user would share his/her username and password with others as that password could be a password the subscriber uses on multiple accounts. Most often the username is the subscriber's own personal email address as well.We refer to the word "exclusive" when mentioning our subscriber website because this is not a public-facing website. Our intention is to provide content to subscribers only. We know of no such situations in which subscribers are gaining access through shared logins but encourage *** *** to communicate any issues he is aware of to InvestorPlace Media so that we may resolve the matter expeditiously.In terms of *** ***'s concern about our marketing practices, we hear him and understand that some of our pieces could unintentionally be misconstrued. We work hard to incorporate notifications like this one on the majority of our renewal efforts where applicable:Sample copy from a December renewal below:P.SDon't worry, even if you're up to date on your renewal, taking advantage of this special opportunity simply means that you're adding future years of Profitable Investing on to your existing subscription while this low two-year rate is available.It is never our intention to cause confusion, only to make special offers on advanced renewals available as broadly as possible so that our subscribers can grab low rates when they are offered. The above language is meant to confirm and state the same. Again, we encourage subscribers to call or email with any questions about the renewal using the information that is provided.In light of *** ***'s comments we will absolutely make sure that this kind of language appears more prominently in future efforts so that there is no misunderstanding about our intent.We thank him for raising these issues as we are always looking to improve the way we serve our subscribers

The customer ordered *** *** Portfolio Grader Ratings Guide online on 04/01/2017. The order page contained the following language above the button to click to submit the order:When you order your copy of my Portfolio Grader Ratings Guide, you'll take advantage of our convenient
automatic renewal planYou'll receive my newest quarterly Ratings Guide the moment it's releasedWe'll simply charge your credit card the amount you paid for your initial term unless you contact us prior to your Guide being sentYou'll never have to worry about renewal notices or missing a single quarterly reportOf course, you can cancel your service at any time.No communication was received from the customer to cancel the service prior to the automated renewal so the order was renewed and $was charged. The customer was emailed notice of the pending charge days prior.In the interest of resolving this dispute we have canceled the service and issued a refund of $

Our records show Mr***'s subscription first cancellation request was received via email on 8/31. Mr*** also called in to the customer service department on 9/2. The subscription was canceled on 9/and a refund of $was released to his *** *** card this morning

We understand *** ***'s concerns regarding security and take the issue quite seriously. There seems to be some misunderstanding about what it means to restrict by IP address as a measure of added security and what the impact would be on those who actively use the subscriber websites. As stated previously, if we were to restrict by IP address, it eliminates the convenience associated with individual subscribers being allowed to log in to their accounts from home, work, or mobile devices simultaneously. When we offer a subscription, of course it's with the understanding that the subscriber's spouse or immediate family members may also log in and use the account. We assume a subscription per householdjust as the *** *** *** is delivered to a household but may be read by all members. *** ***'s comment about "re-establishing a secure connection anytime they want" is correct. Today, subscribers can do so without issue. The account holder can gain access from his/her home computer, while a spouse accesses from an *** or other mobile device (both different IP addresses). If we were to restrict by IP, it would not eliminate the possibility of one subscriber sharing his or her username and password with co-workers for example. Most businesses are set up on a network and that network generally shows as a single IP address. While many banking and financial institutions DO prompt security questions as an extra hurdle when a user attempts to login from a different IP address, again, we do not store any personal information on the website as a bank or financial institution would, and it does not prevent someone from logging in from his/her company and sharing both login and answers to security questions with co-workers.A number of years ago, we used a username and pin code method for login which *** *** may recall. We moved away from that system in and now require subscribers to set up a unique username and password. It is highly unlikely that a user would share his/her username and password with others as that password could be a password the subscriber uses on multiple accounts. Most often the username is the subscriber's own personal email address as well.We refer to the word "exclusive" when mentioning our subscriber website because this is not a public-facing website. Our intention is to provide content to subscribers only. We know of no such situations in which subscribers are gaining access through shared logins but encourage *** *** to communicate any issues he is aware of to InvestorPlace Media so that we may resolve the matter expeditiously.In terms of *** ***'s concern about our marketing practices, we hear him and understand that some of our pieces could unintentionally be misconstrued. We work hard to incorporate notifications like this one on the majority of our renewal efforts where applicable:Sample copy from a December renewal below:P.SDon't worry, even if you're up to date on your renewal, taking advantage of this special opportunity simply means that you're adding future years of Profitable Investing on to your existing subscription while this low two-year rate is available.It is never our intention to cause confusion, only to make special offers on advanced renewals available as broadly as possible so that our subscribers can grab low rates when they are offered. The above language is meant to confirm and state the same. Again, we encourage subscribers to call or email with any questions about the renewal using the information that is provided.In light of *** ***'s comments we will absolutely make sure that this kind of language appears more prominently in future efforts so that there is no misunderstanding about our intent.We thank him for raising these issues as we are always looking to improve the way we serve our subscribers

The customer ordered *** ***s The Independent Adviser for Vanguard Investors online on 01/15/2018. The promotion included a trial subscription to *** ***s Fund Analyzer which would auto-renew after an initial day trial period to a one year subscription for $199.00. The order
page contained the following language above the button to click to submit the order:Uninterrupted Service Guarantee: After your first months of service, your subscription to The Independent Adviser will continue without interruption for as long as you wish, unless you instruct us otherwiseWe'll notify you by email prior to your card being charged and bill you the discounted rate of $per quarter each time your subscription is about to expireYou'll never have to worry about missing a single issue or hotline, and you may cancel at any timeOur risk-free guarantee means you may cancel within the first days of service and receive a full refund or opt out of auto-renew after that with no further obligationOnce your free 30-day trial of The Independent Vanguard Fund Analyzer is up, you will be billed $each year that you remain a subscriberYou may call our customer service team toll-free at *** to adjust your auto-renew preferences at any time.Per the customer's request we have canceled and refunded $from the Fund Analyzer subscription and $from the Independent Adviser for Vanguard Investors subscription. Her email address has been opted out of all marketing