J C Damar Developments Ltd

Hello [redacted], My name is [redacted], I’m a manager on our User Services team here at LogMeIn.  I’ve reviewed your account with us and it looks like we’ve already refunded you in full on 4/15/16, and marked your account as expired.  Please allow for 7-10 business days for this to...

process, and then let us know if you are not seeing these funds. I’m sorry you feel as if we’ve charged you behind your back.  Despite changing your billing information with us, a process exists that is performed by banks when there is a discrepancy between the charge being placed and the information they have on file.  Once the discrepancy is noticed, banks will use their networks to find the new/updated information so that it can process.  I can see how one would perceive this differently if the payment information was changed on purpose to prevent a charge from going through, however.  This process, coupled with our accounts auto-renewing so that there isn’t an interruption in service, is what you’ve experienced. I hope this helps explain what happened, and your current account status.  As always please let us know if you have any additional questions or concerns. Sincerely, [redacted]

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 # [redacted].  
We are continually told that the $3593.52 is pending.  As of today it is not in our account.  The delays and all of the promises never happen.  I don't think your company realizes how much of a negative effect this has on a small business like ours.  It has cost us over $1000 to mitigate this sloppy error by your salesperson.  It continues to cost us money every day.
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]

Hello [redacted], My name is [redacted], I'm a Manager on the Customer Support team here at LogMeIn.  I apologize for the back-and-forth it would appear you experienced surrounding your concern.  I've fully cancelled your account, issued a prorated refund in the amount of $93.89...

for the remaining time left on your subscription, and deleted your account per your request. If there is anything else we can help with, please do not hesitate to reach out. Sincerely,[redacted]

Hi [redacted],My name is [redacted], I'm part of our support team here at LogMeIn.  I've taken a look through your account and recent interactions with us to better understand where you're coming from.My understanding is that you reached out to us, prior to your annual renewal, and worked with...

our sales team to adjust your subscription based on your needs.  You then agreed to the terms for the current yearly subscription with us, but it would seem you've since found another solution that you'd prefer to use.Typically, after speaking with us and agreeing to terms for an annual contract a request to then renege would be declined.  That said I see you've been with us for quite a few years and would like to show our appreciation - as an act of good faith I'm going to issue you a full refund and cancel your account with us effective immediately.  Please allow 7-10 business days for this to appear on your statement.  Additionally, our records show that the amount you paid differs from the requested refund amount.  If you find you were charged the amount you've requested here, please reach out to us directly so we can figure out the discrepancy.I hope that as you continue to evaluate solutions you'll keep us in mind moving forward, and that you find this decision fair and satisfactory.Sincerely,[redacted]

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 # [redacted]. Please add your rejection comments below. 
[They are not responding to my dispute.  I have terminated by logmein account, but I should still be entitled to a pro-rated refund of my yearly subscription that was paid in August, 2015 in the amount of $179.79/12 months = $8.98 x 7 months (February - August, 2016) = $62.86.  I am unable to use the account and they have been unable to resolve the problem.  Even if I had no technical problem with the account, I should have the right to terminate my account and be reimbursed for the unused portion!]
Regards,
[redacted]

Dear Mr. [redacted],Thank you for reaching out to us to share your concern over your recent renewal.In reviewing your account, we show that we received a charge back from your bank on 9/19/16, which means that the charge in question has been reversed. For this reason, it is not necessary to make...

any further refunds to your account. As a matter of explanation for our actions, many banks (including yours) use a third-party company to relay new card expiration dates to merchants. Thank you for choosing LogMeIn, and we hope that if your needs change in the future that you'll consider us again.Regards,[redacted]Sr. User Services Manager, LogMeIn

Hi Mat,I apologize for any confusion and I think a call may better help to clear things up. I can assure you that there were no fraudulent charges, and I would like to walk you through what has occurred on our side. Back in April of 2013, a subscription under [redacted] was requested for...

cancellation, which was done. Months later in September 2013, a subscription was purchased under [redacted]. Please note that if you feel this was not done by you, then that would be something to address with your banking establishment as we do not see signs of foul play on our side. The subscription under [redacted] renewed in 2014, and then again in 2015. Upon receiving your call, there was some initial confusion where the request for the "[redacted].com" was referenced as having been cancelled. For this, I do apologize on behalf of the team as this was a simple misread of the account. After seeing this, our team did reach out to you to explain that we have no record of cancellation request for the [redacted] account (but rather, the [redacted] account) and thus cannot refund back the prior years. As a result of the confusion, we did go ahead and refund the most recent 2015 renewal in full ($179.91+tx), despite our policies, in an effort to do what we could to help make things right for you. Despite the fact that you no longer have use for the services, we do value both past and present customers, so I hope this has cleared a few things up. If you have any questions please feel free to call us as these situations can often be explained better over the phone.Thank you,[redacted]

Hello [redacted], My name is [redacted], 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 ago. I have review our work, I will make sure to make correction...

to our process to avoid problems like yours in the future.

Hello [redacted],I'm writing to confirm that you were able to reach a mutual resolution to your complaint today with [redacted], a member of the Care management team here at LogMeIn.  A refund has been submitted to our finance team for processing.  It looks like we were able to resolve your...

issue, and let us know if there are any additional questions.Thanks,[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. I only ask that we keep this open until I validate the refund on my [redacted]thank you for your cooperation.
Regards,
[redacted]

Dear Mr. [redacted],Thank you for taking the time to reach out to us about your recent experience. While all companies have policies that they follow, we also hope that we can understand when making an exception to a policy makes sense. After reviewing your situation, we agree that a full credit is in...

order. We will be placing an additional $8 credit on your account. Please allow 5-7 business days for your bank to show this in your account.Thank you for your business, and that you for the opportunity to make things right. Regards,[redacted]User Services ManagerLogMeIn

Dear Ms. [redacted], Thank you for reaching out to share your concern with us.  It's not always easy for us to hear when our customers feel we've let them down, but we do appreciate the opportunity to respond. Over the years, you've purchased 2 unique subscriptions. The first is LogMeIn...

Pro, which you were charged $59.95 + tax per year. In July of 2013, you purchased a subscription of Central. This was purchased directly through your account, and you were charged $239 (an introductory rate), $299 (the standard rate), $539, and $807. The renewals for the last 2 years reflect a product and price change, where we changed to a tiered pricing model based on the features customers were using. These changes were communicated out to all customers. We have refunded you a pro-rated refund of your Pro subscription of $-49.96, and fully refunded the $807.64 for your Central account. It typically that takes 5-7 days for your bank to show this back in your account. We understand that our customer's needs do change, and rely on them to let us know when that occurs. Our terms and conditions (which everyone accepts prior to making a purchase) clearly state that we auto-renew our subscriptions so that customers do not lose critical access to their systems.  While we understand that you did not review your business's bank statements every year, we feel that the refunds we've processed show that we are acting in good faith. Sincerely, [redacted]Senior User Services ManagerLogMeIn

[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. Logmein support reached out to me that day as stated and canceled my account, refunded the additional charges that were in question and reviewed areas that made the issue difficult to resolve through their website.  Support stayed on the phone until the account in question was addressed and did not make any excuses or mitigate their responsibilities with the service or confusion when canceling the service.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted] [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]

Dear Mr. [redacted], We would be happy to review your account and situation, but cannot locate an account under [redacted]. Is there an alternate email address that you might have used? Regards, [redacted]Sr. User Services ManagerLogMeIn

Hello Mr. [redacted],My name is [redacted], I'm reaching out on behalf of our support team here at LogMeIn.  I've reviewed your recent interactions with us, and would like to begin with an apology.  It would appear your initial interaction with us, when you asked to cancel your account,...

was mishandled which obviously lead to our current situation.It looks like inbetween the time you submitted this complaint and now, we were able to get you sorted out with a proper cancellation and refund. Again I am sorry for the inconvenience and hope you'll keep us in mind should your future needs change.Sincerely,[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]

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 # [redacted].  
 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 $93. 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,
[redacted]

Hello Mr. [redacted],My name is [redacted], I manage a group on our support team here at LogMeIn.  I've spent some time reviewing your recent interaction with us, along with your account details.My understanding is that you reached out to us a couple months after your renewal last year...

looking to cancel your subscription and receive a refund.  The representative you spoke with informed you that he'd mark the account to cancel at the end of the term (which I can confirm was processed), but that it was too late for a refund.I understand life can get busy and sometimes we miss things - as an act of good faith I'm going to prorate a refund from the time you reached out, and cancel the account immediately.  Please allow 7-10 business days for this to appear on your statement.I hope you'll find this resolution satisfactory, and that you'll keep us in mind should your future needs change.Sincerely,[redacted]