Just For Kicks

I am rejecting this response because: We asked for Coffrin's ATA to please refund the unauthorized charge to our credit card and consider the contract ended They did verbally tell us they terminated the contract but they refused to send us anything in writingAnd we disputed the credit card charge but it was not resolved in our favor as we didn't have any documentation to show that they didn't have authorization to charge our cardWe would appreciate them refunding the unauthorized credit card charge Then we would be in agreement that this has truly been resolvedThank you

Initial Business Response /* (1000, 5, 2016/04/20) */
First of all, she is NOT still being charged
Ms*** DID contact us in October with questions about suspending or cancelling her membershipWe explained if she wanted to cancel her son's membership, she had to submit 30-days notice to
cancel IN WRITING and her membership would be cancelledIf she wanted to suspend her membership she would have to complete a "Freeze Form"SHE DECIDED to freeze her membershipAt her request, we sent her a "Freeze Form" to temporarily suspend her son's membership
We did not hear back from her until 45-days later, when she contacted us and reported she was still being billedAt that time we determined she had "unsubscribed" and blocked our e-mailsAccording to Ms***, her 'children must have blocked us by mistake' She told us she would simply come in and pick up a freeze formShe never didWe went through the same process again about 30-days later, and again she never came in
Each time we spoke to her, we explained we use an outside billing company and written notice is REQUIRED to take any action on her account
They did not deliver written notice until approximately weeks ago (FIVE months later)We promptly cancelled her son's membership at that time
Secondly, all of our staff, including my son, have been trained to REQUIRE written notice to take any action on their accountMs*** admitted she had not sent the required written notice until weeks agoShe also admitted each time she spoke to Mrs*** she was instructed to do so
Ms*** is distorting her conversation she had with our Billing company AND Mrs*** In order to stop her payments, she IS REQUIRED to submit written notice or her payments will continue to be deductedMs*** asked our billing company for a refund and they said they only manage the account, any refund would have to come from us, because they don't have it
We had explained this process to Ms*** over and overSHE never sent in the required paperwork to suspend or cancel her son's membershipThis process is also clearly outlined on her Membership Agreement
*** *** Owner
Initial Consumer Rebuttal /* (3000, 7, 2016/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do agree with some of thisThe whole freeze form action, ms *** offered to do so, I never brought up the freeze form to her, she claims she sent me the form but looking thru all my emails, I have never Received any form to do so, like I said I would come In also to pick up the form but also told her it would be easier to be just sent to my email
Why would I lie about her son telling ***s dad that we didn't need a cancellation paperHe did tell us thatI'm not a lier!
If they were a kind hearted company like they come
Off to be, they would take in consideration of all the money they have taking from me that my son hasn't been thereThey know he hasn't been there so why keep taking money that's not yours! That would be like my job doing that to parents to just take money! That's not right or fair! I told them numerous times that he was doneWhy not just cancel the account then when they were told verably numerous timeAnd the fact there some REESE told us we DIDNT need a cancellation form! We assumes he knew what he was talking aboutI wanted to leave off on a good note with these people, I just want my money that they took from me that's not there's!!!
The whole billing company thing, mrs *** DID tell me that her billing company won't refund me my money, they told me it's not up to them, it's up to mr and ms ***, I never wanted to do this, but I feel like I deserve my money back

Complaint has been resolved with customer on 9/21.Note: had they just called us when they first noticed the error, It would have been resolved quicker

I am rejecting this response because: We asked for Coffrin's ATA to please refund the unauthorized charge to our credit card and consider the...

contract ended.  They did verbally tell us they terminated the contract but they refused to send us anything in writing. And we disputed the credit card charge but it was not resolved in our favor as we didn't have any documentation to show that they didn't have authorization to charge our card. We would appreciate them refunding the unauthorized credit card charge.  Then we would be in agreement that this has truly been resolved. Thank you.