J C Damar Developments Ltd

Hello [redacted] ,Thank you for sharing the recent experience you had with a third party using our LogMeIn Rescue product We encourage anyone who believes that someone is using LogMeIn software maliciously to report it, as we investigate each claim filed We take abuse of our software very seriously and would appreciate collecting more information from you in efforts to identify who was attempting to initiate that Rescue session.Please send us details about your experience at https:// [redacted] or call us at [redacted] so that we can learn more about your experience and gather any information you may have retained from this third partyOur goal is to identify the third party using LogMeIn Rescue, and to quickly cease any misuse of our product [redacted] ***Technical Support ManagerLogMeIn

Hi Mr [redacted] ,My name is [redacted] , I'm a Manager here at LogMeIn on our Customer Support teamI've taken a look through your recent interactions with us.? From what I can gather it looks like you mentioned evaluating alternatives prior to your renewal, but I'm not able to confirm you ever asking us to cancel your account.That being said, your intent is clear in that you no longer wish to continue service with us.? As an act of good faith I'm issuing a full refund to your account.? Please allow 7-business days for this to appear on your statement.Sincerely, [redacted]

Hello Mr ***, I am sorry to learn your subscription wasn't cancelled as expectedI was indeed able to find the email sent to you back in November It actually was an error in our side and I do apologize for the inconvenience.A charge back was processed in November for €343.50Your account is set to not to charge you for any additional subscription for that product in futureAgain, I do apologize for the inconvenient and hope you are happy with this resolutionPlease feel free to contact us back with any other question you may have about your accountBest regards, [redacted] | Manager, User Services

Dear Mr [redacted] ,Thank you for taking the time to share your experience with LogMeInAlthough it's never pleasant to hear when a customer is frustrated with us, we do appreciate the opportunity to respond to our customers and right any wrongs.? When a customer purchases a subscription for one of our LogMeIn products, they agree by accepting our terms and conditions that they are purchasing a year's worth of service in advance, and that the product will auto-renewAs the representative mentioned, this is to ensure that our customers have access to their computers when they need it, from wherever in the world they need it? We do ask our customers to let us know when they no longer need our services, as we cannot assume that lack of use means that they no longer need our productsMany of our customers go long periods of time between use, but then rely on us in critical times.? That being said, we do understand that you no longer have need of our productWe will cancel it immediately, and will offer you a full refund for this current year that was recently charged? You should expect to ? see the credit on your account in 5-business days? We appreciate that you have been a good customer for several years, and we hope that if the need for remote access ever arises again that you'll think of LogMeIn.? Regards,? [redacted] Senior User Services ManagerLogMeIn? ? ? ?

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolvedFor the record, it should be noted that the business should do a better job of allowing customers to change payment information, disclosing all payment information it has obtained from the customer Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved.? Regards, [redacted] ***

Hi Mr [redacted] ,My name is [redacted] , I'm a Manager here at LogMeIn on our Customer Support teamI've taken a look through your recent interactions with us From what I can gather it looks like you mentioned evaluating alternatives prior to your renewal, but I'm not able to confirm you ever asking us to cancel your account.That being said, your intent is clear in that you no longer wish to continue service with us As an act of good faith I'm issuing a full refund to your account Please allow 7-business days for this to appear on your statement.Sincerely, [redacted]

Hi ***,My name is [redacted] , I'm a manager on our support team here at LogMeIn.? I've reviewed your recent interaction with our team, along with the details surrounding your subscription with us.If your primary reason to cancel pertained to the connectivity issues you mentioned, I'd ask that you give us a chance to help you solve them - however, it sounds like you've found another solution and simply do not have a need at this time.I understand that sometimes life happens and it sounds like you may not have been able to receive the notification we sent days prior to your renewal.? As an act of good faith, I'm going to cancel your account immediately and refund you the total amount.? Please allow 7-business days for this to appear on your statement.Please let us know if you have any additional questions or concerns.Sincerely, [redacted]

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved.? Regards, [redacted]

Dear Mr [redacted] , I apologize for the inconvenienceI did want to give you a better understanding of what is happening with this issue The reason that you are receiving these calls is that the last digits of our Argentine toll free number are the same as your business numberIn order for this situation to happen the caller has to make two mistakes: Ignore the country name Remove the zero listed on the Argentinian number (Argentinian numbers are listed like this one [redacted] ***) While changing the number would alleviate the issue for your business, it would force many users to change their bridge number and it would transfer the problem to another North American toll free number holder We have evaluated other changes that can be made to our user interface to make it clearer and hopefully this will decrease the number of callers that make this mistake The changes will include making the US number the first in the list of available numbers and enlarging the flags that visually indicate the country the number represents We have added these changes to our engineering teams work list and will get them implemented as soon as possible Thank you for reaching out and we hope to alleviate the confusion soon, [redacted]

I’m sorry that you were intending to cancel your service with us, yet learned down the road that you had actually been charged.? To quickly address your concerns about your card’s expiration - as you mentioned, our first attempt to pull payment on your expired card failed.? Most banking institutions utilize a service that, when they see an attempted payment against an expired card, will use their network to find the updated card information.? While I appreciate your concern had we been accepting expired card information, this is not the case ?" the bank sees this failed attempt, and then tries to complete the payment with the original card owner’s updated, valid payment method.? I apologize for the inconvenience this has causedI’ve issued a refund to your card ending [redacted] in the requested amount of $- please allow 5-business days for this refund to fully processPlease let us know if you have any other questions or concernsSincerely, [redacted]

Hey ***, My name is [redacted] ***, and I am a Manager at our Customer Care DepartmentI would like to apologize for the experience you had during your renewal with LogMeInWe did notify our client about the upcoming changes to the product, but it sounds like you had trouble getting our emailSo I went ahead and fully refunded your renewal of your LogMeIn Pro subscription for $Please allow 5-business days for the changes to be reflected on your accountLet me know if you have any questionsBest,- [redacted] ***Manager, Customer Care

Hello ***,We have reviewed your account and can confirm that a refund has been approved for the amount of $Please allow 5-business days for the credit to be reflected in your account.If you need further assistance, call us at [redacted] to explore additional options Alternately, we have online resources available, so feel free to utilize the links below Otherwise, a ticket close notification and short survey will be sent to you in a few days.Thank you, [redacted] | User Services Manager (EMEA) LogMeInwww.LogMeIn.com If you need further assistance, call us at ###-###-#### to explore additional options Alternately, we have online resources available, so feel free to utilize the links below Otherwise, a ticket close notification and short survey will be sent to you in a few days.Thank you, [redacted] | User Services Manager (EMEA) LogMeInwww.LogMeIn.com

Hello ***,Attached is the sample of the email we sent regarding the move from monthly to annual billing We are working on other notification systems within the products, but do not currently have the ability to perform that type of notification.Regards, [redacted] Program Director

Hi [redacted] ,My name is [redacted] , I'm a Manager on our Customer Care team here at LogMeIn? I've reviewed your account history with us, and then reviewed each interaction you've had with our team? I can certainly empathize with your request for a refund given your minimal usage of our product leading up to your call, however there are a few specifics I'd like to address before we get to the root of your concern? We notified each customer that would be affected by a price increase, prior to their renewal, so that if they decided it was too expensive for them that they would have enough time to reach out and cancel their subscription? Additionally, notifying a service provider that you do not intend to continue with an annual? subscription? four months into the contract would generally not lead to a full refund.As I mentioned, I can understand the frustration of being charged for something you're not using.? As an act of good faith, I'm happy to make an exception and offer you a full refund in the amount of $- please allow 7-business days for this refund to show on your statement.As always, please let us know if you have any other questions or concerns? I hope that you'll consider doing business with us in the future should your needs change.Sincerely, [redacted]

Hi ***,Thank you for reaching out about your recent experience with usIt's never easy to hear when we make our customer's unhappy, but we appreciate that you've given us the opportunity to correct the issueFirst, let me start by saying that we will be crediting your account for the $in questionThis will be done today, and you should see it back in your account in 5-business days, depending on your bankYou are correct in that we do auto-renew our customer's subscriptions each yearThis is done to ensure that they have seamless access to their important information through our productsWe do ask that customers contact us when they no longer have a need for the product, as we often times find that it can be a case of not knowing about product features or different products that could help them meet their needsWe appreciate that you've been a loyal LogMeIn customer, and we hope that you'll consider us again if your needs changeRegards, [redacted] SrCustomer Care Manager

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] PROVIDED the business does indeed refund the payment OR cancel/nullify/void the original transaction such that no bill, invoice or charge is made to me or any of my accounts for any service(s) or amount(s)If this does not happen within the time period specified by the business (to days), I will not close this complaint OR I will re-open it if the Revdex.com elects to close it earlierSo long as the net effect is that I am not charged any amount (as I did NOT use the new service), I agree to close this complaint as resolved.Thank you for your assistance,? [redacted]

Dear Ali, Your account was deleted on 6/26/17, and a confirming email was sent to you Thank you for your business, and we look forward to working with you again if your needs changeRegards, [redacted] SrManager, LogMeIn

Dear Mr [redacted] ,Thank you for sharing your experiences with usWhile it's never easy to hear when our customers are unhappy with us, we do appreciate the opportunity to respond, educate, and do what's right for our customers.? Before a customer makes a purchase with LogMeIn, they agree to our terms and conditionsIn these, we note that we auto-renew all subscriptions to ensure that their service is seamlessWe also note that we do not send out invoices, but that their billing information (including renewal date) is available each time they log in to their accountsWe do ask that all cancellations are made by contacting us via phone, and that as well is in our terms and conditions.? As mentioned, we do not have a record of your account being cancelled in We do, however, have record of a conversation with you on 6/26/2013, in which you asked questions about using a [redacted] phone to connect to your host machineWe also received a survey response back, noting that the interaction raised your satisfactionAdditionally, we do see use of the account this year by [redacted] and [redacted] (separate accesses), both of which are users under your master account holder profile? ? This being said, we would be happy to cancel your account immediately and refund the renewal cost of $While we understand this is not what you were looking for from us, we feel we are acting in good faith and in line with our terms of useIf there are additional details that you'd like us to consider, we'd be happy to further discuss this with you.? Regards,? [redacted] SrUser Services Manager, LogMeIn? ?

Dear Mr [redacted] ,Thank you for reaching out regarding your recent interaction with LogMeInWhile it's never easy for us to hear when customer's are frustrated with us, we do appreciate the opportunity to provide answers and solutionsWhen a customer agrees to purchase a subscription with LogMeIn, they must agree to our Terms and ConditionsIn part, they state that we auto-renew all subscriptions to ensure seamless service for our customersCustomers are asked to contact us in advance of renewal if they would like to cancelAdditionally, we do notify all customers that they must keep valid billing information in their account, and that all customers must authorize (by accepting the terms and conditions) LogMeIn to undertake steps to determine whether the card number provided is a valid card number They also authorize LogMeIn to automatically update their credit card information using software designed for updating purposes.That all being said, we also understand that customer's circumstances change, and we do allow for cancellations on a first renewalWe will be putting through a credit for your full renewal cost, which you should see reflected in your account within the next 5-business daysThank you for your business, and should your needs change, we hope you'll consider LogMeIn again.Regards, [redacted] Senior Manager, User ServicesLogMeIn