J C Damar Developments Ltd

Hello ***, My name is *** *** ***, I am the Technical Manager for our LogMeIn Pro solution that you have been using with us. I would like to apologize for the experience you have had with us support team couple of days agoI have review our work, I will make sure to make correction
to our process to avoid problems like yours in the future.

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.While, the business has corrected the immediate problem, the whole experience has soured my view of the company and it's understanding of client needsI will be hard pressed to recommend this company in the future
Regards,
*** ***

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. Company has agreed to refund the charges Issue is closed and resolved to my satisfaction Thank you
Regards,
*** ***

Hello ***,My name is *** ***, I'm a Manager on our Customer Care team here at LogMeIn.I've taken a look into your account and see that you reached out to us in January of this year, a few months after your subscription renewed with us It sounds like you were subscribed to a plan that
was more than what you needed, and wanted to downgrade It looks like that didn't happen, and for that I apologize As an act of good faith, I've issued a full refund to your account - please be sure to allow 7-business days for this to appear on your statement.If you should still need a more simplified solution that we can help with, we hope you'll still consider us as your provider.Sincerely,*** ***

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 #*** 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, *** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below. LogMeIn confirms that the cancellation from my side was correct and the payment was incorrectThis is an important fact.BUT:>A charge back was processed in November for €
Unfortunately this is not the caseLogMeIn _forced_ a chargeback reverse in decemberTo the amount is still not paid back to meYou can find a confirmation of the chargeback attached.So I still request that the amout of 343,which was charged unjustifiable should be paid back.Thank you and best regards,*** *** ***
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
Unfortunately, I was ill and was not able to respond As far as the complete results go with my claim against Logmein Only half of the claim has been resolved I am currently waiting for a credit to be placed into my account of $which of this date was not submitted I have had conversations with their office that appears to be in London I hope that it will be resolved by Friday May 26th later in the day I will check my account to see if they have credited by account Sincerely,
Regards,
*** ***

Hi ***,My name is *** ***, I'm a manager on the support team here at LogMeIn. I've taken a close look at your account with us, along with the recent interactions you've had with our support team. When you reached out to us a couple weeks ago in early March requesting that your
account be cancelled, you were nearly three months into a yearly subscription with heavy usage on the account. The representative did mark the account to cancel at the end of your subscription, but it would appear they did not initially recognize that you were paying monthly for an annual subscriptionI believe this is where the confusion was caused and for that I apologize. Despite the yearly commitment I mentioned earlier, as an act of good faith I'm going to cancel your account immediately so that you do not see any additional charges. I hope that you find this resolution satisfactory, and that you'll keep us in mind should your future needs changeI also want to thank you for having been a long-time customer with us. It's appreciated.Sincerely,*** ***

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** *

Dear Mr***,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, *** ***
Senior User Services ManagerLogMeIn

Dear Mr***,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 solutions. When 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 days. Thank you for your business, and should your needs change, we hope you'll consider LogMeIn again.Regards,*** ***
Senior Manager, User ServicesLogMeIn

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 change. Regards, *** ***SrManager, LogMeIn

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 *** 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, *** | 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, *** | User Services Manager (EMEA) LogMeInwww.LogMeIn.com

Dear Mrs***, Thank you for reaching out to us again about your recent issueWe understand how frustrating it must be to have been the victim of a scammer, but we can assure you that this was not something perpetrated by LogMeInYou indeed may have seen the word "LogMeIn" on your screen, since the scammers use our branded product. In order to further assist you, we will need to see a copy of your bank statement showing the disputed chargeI've included my direct email address below for you to send it toYour billing statement would show us the billing entity (who placed the charge on your account), the date of the charge, and the amount of the chargeThat will help us to understand if your card information appears anywhere in our systems (as sometimes the scammers used the card to purchase more product from us or whether they just simply stole your hard earned moneyIf they used your card to purchase more product, we we would refund you immediately. Thank you, and we look forward to helping you find a resolution. *** ***SrPartner Manager/CES LogMeIn

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Dear Mrs***, Thank you for reaching out to us again about your recent issueWe understand how frustrating it must be to have been the victim of a scammer, but we can assure you that this was not something perpetrated by LogMeInYou indeed may have seen the word "LogMeIn" on your screen, since the scammers use our branded product. In order to further assist you, we will need to see a copy of your bank statement showing the disputed chargeI've included my direct email address below for you to send it toYour billing statement would show us the billing entity (who placed the charge on your account), the date of the charge, and the amount of the chargeThat will help us to understand if your card information appears anywhere in our systems (as sometimes the scammers used the card to purchase more product from us or whether they just simply stole your hard earned moneyIf they used your card to purchase more product, we we would refund you immediately. Thank you, and we look forward to helping you find a resolution. *** ***SrPartner Manager/CES LogMeIn

Dear Mr***, 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 * *** *** ***) 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, *** ***

Hey ***,I have spoken to your Renewal Representative once again, *** ***, and he has tried calling you, to which he was told you were busy and also emailed you, but got no confirmation on when it would be a good time to sync up.,We were attempting to reach out to discuss your contract and your renewal as requested.Please let me know if we can assist you with anything else and feel free to reach out to *** and schedule a call.Thanks,-***User Services Manager

Dear Mr***,Thank you for reaching out to usWe apologize that you've had to reach out twice to us in this manner, and we hope that we can work with you to resolve your complaints.Since you last contacted us, we removed the uptime reporting on *** As you can imagine, there are many different variables that go into calculating a companies uptimeFor example, if one product experiences an issue in one region of the country, is that considered downtime? Since all the rest of the country is up? We will continue to notify our customers when we experience issues (as we did on May 10th), and will continue to work to be as transparent with our customers as possibleIf you are still seeing a mention of uptime, it may be that you are seeing a cached version of our websiteIf that's not the case, I'd be happy to speak to you to better understand what it is you are seeingI've included my direct contact information for you below. In terms of the support you received by our Care team, it's something I'm certainly not proud ofPlease accept my apologiesWe will continue to work closely with the team when we see responses that do not address our customer's questions. Regards,*** ***, Sr Manager, Customer Engagement and Support Partner Management***

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. The business requests additional information, which I furnished to you. Did you send them the detailed information?
Regards,
*** ***