Living Scriptures, Inc.

The contract that Mr*** entered was back in March of The first time we have heard from the customer was on 2-6-She wanted to change her account to the streaming only plan for $per monthWe had explained to her that we could not do that option since it was limited
to just DVD and she had agreed to package of DVDsThis first telephone call did not go well and the call ended I had called Mrs*** when I notice she had emailed usAt times we are not always able to answer emails as they come inWe offered her the other package we have available for $all exclusive (which is the whole library of our DVDs)She did not want thatShe then explain to myself that she was lied to about her price and the bonuses she was to getI had asked why she had continue to pay the per DVD when she was told the per DVDWe explained we can also correct the bonus issue and would have if we would have known when the first package cameShe stated that reading reviews that we would not resolve her issuesWith Mr*** account one of the bonuses is the free access to streaming for the duration of the account ( until 6-12-2020) at that time it would be a maintenance fee of which, is monthlyI have spoken to Mrs*** a few times and she and I had express to each other concerns with the telephone conversation and both have apologize for the phones call getting heated.Today our upper management has reached out to Mrs*** and she has work out to do the all exclusive plan of streaming for the $price

Complaint: ***
I am rejecting this response because:
At no time during the process of my purchase was it explained that I had only three days to cancel without unreasonable feesFurthermore I was not even aware of the emailed copy of my contract until after the three days had already passedThe "generous" offers made by the company have done little to nothing to resolve the core complaintsI can't afford to pay hundreds of dollars to NOT receive products I don't want! I have offered to return all the products I have been sent including bonuses and promotionsThe company refuses to take back product (except in the case where they request it)Three days is barely enough time for a financial institution to register the transaction let alone a consumer to determine if they are satisfied with a purchase that won't even arrive for more than a week after the fact! I would be willing to pay return shipping and allow the company to keep the initial payment of approx$to allow me to cancel my order in full and return all purchases and promotions
Sincerely,
*** ***

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
Sincerely,
*** ***

We are unwilling to cancel the contract The customer has already tried to go through the Revdex.com in to get this account cancelled When this customer in said he wanted to cancel due to quality, we offered to send our new HD 1080p digitally remastered DVDs moving forward, which we are We also offered him to access our streaming site free while he was purchasing product and as long as the account was in good standings It is clear this customer is just trying to cancel a contract he no longer wishes to honor In order to cancel the account the customer would need to pay $338.00; however, we are willing to split that into three payments of only $for the next three months

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.
Sincerely,
[redacted]

I apologize for your experience with one of our service reps.  We will look into the call and address any issues with the rep further.  Looking at your account I do show that the rep did waive the balance due.  The account is closed and there is no balance remaining on the...

account.

Business has responded with documents confirming the notification letters sent to you regarding the car.

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. But, their response was not entirely correct.  The original call was made mid July, we were informed the item was sent.  They said they would send it out again.  The next call was made late July, we were informed it was sent out July 22nd.  I made a third call and was told it was sent out late July and Christine personally sent it herself.  When it was received it was post dated the day they received the complaint from Revdex.com.
Sincerely,
[redacted]

I have placed a phone call to Ms. [redacted] and left a message for her to call me back. So I have attached her agreement she entered into back in May of 2015. I would like to discuss further in detail with Ms. [redacted] so that I can understand the reason behind cancelling account. We do go  by what...

is written on the contract has a valid sale. There is a cause on page 2 line 13 "Liquidated Damages that Ms. [redacted] can exercise her right to do. We do have check and balances in place to make sure our sales staff are trained and representing Living Scripture in the utmost respectable way. When Ms. [redacted] called in on May of this year we were not clear on why the cancellation. I would like for Ms. [redacted] to contact the Manager in Customer Service so we can come to a solution on her account.

To Whom It may Concern:We have checked with our phone carrier Five9 today, and they verified that the phone number provided by customer is on our Do Not Call list.  We would like to give the customer a free DVD from our collection of her choice if she would like one for any trouble she feels...

was caused.  If she has any other numbers needing to be placed on the no call list she will need to provide those and we can verify those numbers on our no Call List as well.  We take the Do Not Call List seriously.  If the customer would forward the most recent email to [redacted]@livingscriptures.com with subject ATTN: Email No Contact Case I will personally research the issue and make sure it is resolved.  The customer may also contact me personally if she does not feel this has been resolved satisfactory and I will work with her to make it right.Sincerely,Amy

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.
Sincerely,
[redacted]

This customer signed a contract in 2013.  In May 2015 the card we had on file no longer was working so we took the card off file and attempted to collect via invoice.  The customer attempted to cancel afterwards in August of 2015 once his account was becoming delinquent.  After we...

explained we are unable to cancel due to the contract the customer went to Revdex.com.  We received the Revdex.com letter on 8/30/15 for this account.  The customer refused to pay and was very rude to our agents.  He would call them out of their name.  After that point the customer was sent to our outsourced collection agency for the past balance due on the account.  The customer paid the past collection in July 2017, which brought his account current and so the product on his contract began shipping again.  The customer still has $1013.97 left on his contract.  We would still be willing to settle the account for the $338.00.

We are unable to cancel the customer's agreement with the terms he has requested.  We have more than one recording of the customer acknowledging he understood the agreement.  The customer stated he did not like the series he was purchasing.  We offered to send him a different series...

instead, the customer said no.  We are still willing to cancel the account with the early termination of $276.00; however, this will have to be paid in one payment.  Or if the customer would like to receive the remaining product and pay the account off in full we would send the customer everything left on his account for only $494.92.  This is over $333.00 in savings.  This would also need to be paid in one payment.  All of the product the customer is receiving is copyright of Living Scriptures and the copyright is noted on each of the DVDs.  These offers are available until 7/27/2017.  After that time we have been left with no choice but to report the negative balance with the credit agencies and submit the account to a collections agency due to the customer's request to no longer have communication with our company.

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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: my response to them is that I am not willing to settle for half of the fee of $400 because I was willing to return any bonuses they sent from the beginning of the sale.  They refused to accept the return of the bonus items. My husband will be calling them again tomorrow and asking them to allow us to return any bonus materials as we have not opened any.  I look forward to their response.
Sincerely,
[redacted]

The beta version of the app was launched in 2015, but we didn't fully launch our streaming service until earlier of this year.  At the time you purchased, our business model was to sell the DVDs with streaming free for each DVD purchased and then once the streaming service was fully built we would charge customers $29.95 for each title on the streaming service.  Our vision was that customers could choose to purchase the product either on streaming or the physical product, but the cost of either one would be $29.95.  The salesman provided accurate information as far as the company's vision at that time.  As times changed, we had to change the business model in order to survive as a business.  DVDs are dying and our originally plan on cost was not proving effective.  This year we have changed our business model several times.  Although we made a decision on our offer now, this was not in our plans in 2015 or even 2016.  We still require customers to honor their agreements, but like mentioned before we would be happy to discount your DVDs and provide you free streaming for the duration of the agreement, once the account becomes current of course.

We do see the customer called requesting to cancel.  We cancelled the order and explained the bonus shipment was already sent out and she would need to return the shipment.  After two months of not receiving the bonus shipment back we sent a bill for the product.  8 months later the...

customer called asking why we kept sending her a bill.  One of our representatives explained that it was for the shipment we never returned.  Typically we allow 90 days for a customer to return product.  If all of the product is returned to us within 30 days in a condition that looks brand new (besides Nephi since she received that free without needing to place an order), I will waive the balance due.  If the customer does not return the product within 30 days in the condition discussed I will accept $100 to clear the entire balance due.

I have attached a copy of Ms. [redacted] contract she entered into along with a statement of history on her account. As dated she entered into the account on July 13th 2013. On September 27th Ms. [redacted] called into Customer Service and wanted to cancel her account. We had explained she would...

need to do an early termination fee. She told us that the totals on her agreement was not filled out. We had asked her to send in her copy or copy of the agreement so we can see if her copy is not the same.  To date we have not heard back from her and her account went into default.Ms. [redacted] complaint is not same as our records indicate. We had taken out 3 payments from her credit card prior to Ms. [redacted] calling in. Her fourth payment was declined by her bank. We are still willing to have her send us her copy of the agreement so we can do comparison. We are willing to cancel the remaining order if she takes care of the balance due. She can contact Customer Service at ###-###-####.

I have placed the number provided onto our Do Not Call List.  Looking at the customer's account a DVD "Gordon B Hickley: A Giant Among Men" was not returned; however, I have removed the balance owing and it will reflect on the account 12/22/15 as no balance due since the customer did cancel the...

account within the cancellation period.  I will also have any negative credit remarks removed by the end of this  week.  Please keep in mind this may take up to 30 days for the bureaus to update.Sincerely,Amy

The customer called and requested to cancel the account on 9/4/15.  At that time we arranged a cancellation of $284.97 split into 7 payments of $40.71.  The customer was to call in each month to make the payment and once the 7 payments were collected we would close the account as paid in...

full.  The customer made the first payment 10/23/15.  After not receiving payment in November and December we voided the settlement and the account resumed due to the cancellation terms not being honored.  The customer had a balance due for the DVD sent prior to the cancellation agreement so the $40.71 was applied to that balance due and a partial credit towards the DVD that was sent in January.  The customer was sent a second DVD in February.  Living Scriptures had not received payment on either of those shipments so the account aged and was sent collection notices.  On 8/24/16 the customer called and said she was doing a cancellation settlement with us.  At that time we told the customer we would honor the $284.97 and waive the late/interest charges if she paid it in full, or if she wanted to set up payment arrangements we could.  If the customer chose to do payment arrangements the cancellation amount would be $303.00 due to the late and interest charges.  Living Scriptures didn't receive any payments and the account was sent to an outsource collection agency.  The customer paid the outsource company the amount due for the previous product sent and then the account was reopened.  The amount left on this customer's account is currently $679.20.  The cancellation fee on the account is currently $226.40.  The customer has arranged a payment plan of $56.60 for the next four months.  If the customer would like to pay the cancellation amount in one payment due by the end of this month I would be willing to lower the cancellation to $180.00.