Lumosity.com

Sorry for any confusion! All subscriptions to our site auto-renew, as is mentioned in our [redacted] , on our [redacted] ***, and in the emailed purchase confirmation I've refunded the payment to your credit cardYou should see the credit within - business days Your Lumosity account is now a free, unsubscribed accountEven as an unsubscribed member, you will still be able to access a few Lumosity features at no cost by logging into your account

Initial Business Response / [redacted] (1000, 5, 2015/08/19) */ We are sorry that our customer has had problems receiving our responses to her emails These are the most recent email records in our email-tracking system for this customer: We received an email on July 10, 2015, we responded to that email on July 12, We received an email on July 30, 2015, we responded the same day We received several emails on Aug3, 2015, we responded to them on Aug5, Our current customer support channel is not equipped to provide general phone supportWe use an email-based ticket system to ensure that both parties have a full written record of all questions/issues regarding accounts However, since this customer is having problems receiving our email responses, on Aug10, 2015, one of our agents called the customer and discussed the questions she hadWe will continue to reach out to her to address any further questions Thank you for the opportunity to address this customer's questions

Initial Business Response / [redacted] (1000, 5, 2015/08/14) */ We replied to this person within hours of his phone call as below: "I apologize if our auto-renewal policy inconvenienced youI've refunded your latest payment, and you should see the credit in 3-business daysYour account is now a free, unsubscribed accountEven as an unsubscribed member you will still be able to access a few Lumosity features at no cost by logging into your Lumosity account We're sorry to see you go! Please let us know if we can help with anything else Best, [redacted] (C.SDepartment)" As the refund was issued immediately, we assume this case is closed Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/07/06) */ Hi, According to our records, the customer with this name and email address no longer has an active subscription with usThey contacted us on July 17, requesting a refundHere's what the customer said: "I did respond because my computer was in the shopWhat you have suggested to me, to give me a free month, is not acceptableI have THREE extra charges and would like those three refunded to me or I am contacting the Revdex.com." On July 21, 2014, we responded to the customer notifying them that they had been refundedHere's what we said: "Hi, there, Since it was not your intention to purchase a subscription using this email address, I've refunded your purchases, and you should see the credit in 3-business daysYour account is now a free, unsubscribed account As per your request, I have also refunded your [redacted] @gmail.com account and it is also now a free account with us You should be seeing refunds of $each Regards, [redacted] Customer Service Agent" If this customer has another account with us and needs assistance, they should [redacted] us by going to help.lumosity.com and submitting a help ticketOnce we have more information about any additional charges, we can assist them Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response is in and not up to date with my bank recordsI have a new Apple computer and the game was not transferred to the computer with my nameNow my bank records show that $has been taken out of my checking account five timesWhen I try to reach someone there is so much to do with finding the right thing to go to, I just cannot do it PLEASE just tell them to stop taking money from me Thank you so much Final Consumer Response / [redacted] (3000, 25, 2015/10/06) */ Lumosity has refunded payment BUT right beside the refund is another withdrawal! I don't know how to deal with thisIt has gone on now for moand I have received refundsPlease help me with this' [redacted] ' said it was settledIt is NOT Final Business Response / [redacted] (4000, 27, 2015/10/08) */ We have contacted the customer via email to help locate and find her account for the refund

Initial Business Response / [redacted] (1000, 5, 2015/11/30) */ I have researched contacts from this user in the last years, and I only find one voicemail and one email referencing the account at the email address [redacted] @gmail.comI am attaching a screenshot of what comes up when I search for this user, and you can see that both the contacts referenced above are from 11/19/When we received these correspondences, we turned off all future billing as requested, so that the user will not be billed again; we also alerted the userWe cannot offer a refund for a charge that occurred months ago (for a month subscription) and for which we have no prior record of a refund request Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I would not do business with this company again because they make it difficult to [redacted] them unless you escalate the issue

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 meSincerely, [redacted]

We are sorry if there was any confusion about the customer's subscription In order to ensure uninterrupted service, all subscriptions are initially set up to auto-renew at the end of the subscription period, as mentioned on our purchase page, in the purchase confirmation that is emailed to the customer at the time of purchase, and in our terms of service Subscribers can cancel auto-renewal at any time In addition, if we are contacted within days after renewal, we issue a refund for the renewal when asked According to our records, this customer purchased a two-year recurring subscription in March That subscription renewed in March and then again in March Our database records do not show any previous cancelation requests from the customer, nor does our email-tracking system show any previous emails from the customer's email address We would normally be quite happy to issue a refund for the renewal payment, but since the customer has disputed the charge with their credit card ***pany, the funds are being "held" by the bank In such cases, we cannot issue a refund because we have received no money to refund The credit card ***pany should resolve the issue to the customer's satisfaction If, after the credit card ***pany has finished the dispute process initiated by the customer, the matter is still unresolved, please have the customer contact us on the web at [redacted] Thank you for the opportunity to address this customer's concerns

Initial Business Response / [redacted] (1000, 5, 2015/09/11) */ Hi, This customer repeatedly wrote to us in early SeptemberHere's a sample of what they said: "AGAINCANCEL MY ACCOUNT." "CANCEL" The same day they wrote in, we replied back to the customerWe told them that we couldn't find their account as they were writing to us from an email address not associated with their Lumosity accountHere's what we said: "Hi there, Sorry for the trouble! I cannot find a purchase connected to the account at this email address, but I'm happy to search for your account using your payment information: If you paid with PayPal, can you please provide your PayPal email address as well as the date and the amount of the charge? If you paid with a credit card, please provide (1) the last four digits of your card (2) your full name as it appears on your card and (3) the full line item description of the charge from your credit card statementIt should look something like this: "Lumosity.com XXXXXXXXX XXX-XXX-XXXX" If you paid with iTunes, please reply with the Order Number from the receipt that Lumosity sent youIf you cannot find the Lumosity.com receipt, then please paste all of the information from your iTunes receipt below (you can find instructions on recovering your iTunes receipt here: http://support.apple.com/ [redacted] ) If you paid with Google Play, please paste all of the information from your receipt below (you can find instructions on recovering your Google Play receipt here: https://support.google.com/googleplay/answer/XXXXXXX?hl=en) With this information, we'll be able to locate your transaction and the account it is tied to Additionally, please visit the "I just paid - Where is my full access?" Thanks! ***" On September 6, 2015, the customer replied with the following to our email: "I really do not remember how I paidPerhaps its tied to my other email account: ***@ [redacted] .com" This did not help, but they wrote again on September 8, with the following: "Try this to get this cacelledLast numbers are xxxx." After we received that information, we canceled their account and subscriptionHere's what we said: "Hi there, No problem! I have canceled auto-renewal on your subscription, but you'll have access until the end of the billing period September 30, If you decide to renew after expiration, you'll pick up right where you left off If you need to make any other changes to your account, please go here Best, ***" This issue is resolved as we have already canceled their accountIf they need further assistance, they should write to us

Initial Business Response / [redacted] (1000, 5, 2015/12/07) */ We both show on the purchase page (see attached) and in the user's account page that billing will recur each yearAdditionally, we extend the refund window for renewing subscriptions to days, to allow ample time for users to receive monthly credit card statements and to act on any unwanted renewalsThis user contacted us on 11/and the situation was resolved on 11/(the user noted at that time that it had taken too long to resolve; for that we apologize)Her renewal had taken place on September 7th, over months prior to her contacting us, so did not process a refund, per our refund policies Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/05/20) */
We received a call from the customer on May 15th, to our Help Center informing us that she would like to cancel her subscription
A representative responded to her request on the same day requesting more information about her payment in
order to locate it
She responded on May 20th, with the information needed to locate her subscription and cancel it
The same representative provided her with this message following her response:
"Good morning,
This subscription is under the email address ***@gmail.com
I'm sorry to hear that you wish to cancel your Lumosity subscription! Unfortunately, since your purchase occurred over days ago, you are not eligible for a refund(Refunds can only be granted within days of purchase as per our refund policy, which you can read more about here https://lumosity.zendesk.com/entries/XXXXXXXX-How-do-I-get-a-refund- )
Though we cannot provide a refund, I can confirm that your account will not auto-renew after your current subscription ends February 8, 2016, so you will not be charged again unless you choose resubscribe at a later date
Best,"
Since the customer has time left on her subscription, our representative kept her subscription active and turned auto-renewal off to ensure that she isn't charged again in the futureAlthough this doesn't close her account, it prevents future charges and ensures that the account will expire when the remaining time has lapsed
We consider this a closed case since our representative has responded to the customer in our Help Center after this Revdex.com case was opened (yesterday, May 19th, 2015)

Initial Business Response /* (1000, 5, 2015/07/20) */
The customer requested a refund outside of our day refund window for renewals
Please see below for a history of correspondence to our Help Center
On July 13, the customer wrote the following message to our Help Center:
"I am
finding that cardio activity and volunteer work is more successful in keeping my cognitive skillsI really stopped using Lumosity a few months agoI would like a refund for the remainder of the year
Yes, I found some really frustrating access issues as wellFor example, I was repeatly asked to download a newer version of Adobe Flash Player recentlyIn the past, I experienced real performance issues using Google Chrome."
Our agent responded on the same day
Hi there,
Sorry for any confusionAll subscriptions to Lumosity auto-renew, as is mentioned in our Terms of Service, on our purchase page, and in the emailed purchase confirmationUnfortunately, since your renewal occurred over days ago, you are not eligible for a refund(Refunds can only be granted within days of renewal.)
Though we cannot provide a refund, I can confirm that your account will not auto-renew after your current billing period ends, so you will not be charged again unless you choose to resubscribe at a later date
Best,
the customer responded one day later July
"If that is the case, then I will be sure to tell all my friends to be aware when signing up for LumosityThat is absolutely ridiculous."
On the same day our representative responded
"Hi XXXXX,
Feel free to direct them to our FAQ regarding this
The refund policy is available here: https://help.lumosity.com/entries/XXXXXXXX-Can-I-get-a-refund-
Upon purchasing the subscription, you did agree to our Terms of Service available here: http://legal.lumosity.com/terms_of_service
including our payment policy: http://legal.lumosity.com/payment_policy"
*** responded on the 15th with the message she included in this Revdex.com complaint
"To whom it may concern:
This automated renewal process is a very uncommon business practice, so the average person would not assume that there is an annual, automatic renewalI was never informed when this took place, so I did not have the opportunity to opt outI did not sign a contract with you, otherwise I would have really reviewed the fine print regarding your service agreementI feel Lumosity owes me a refund for the remainder of the yearI would appreciate it if I were no longer billed $a monthIn the end, that would be $
If I do not receive adequate resolution from Lumosity, I will escalate as appropriate
Regards,
XXXX XXXXX"
Our agent responded on the same day
"Hi XXXXX,
Again, you agreed to our Terms of Service upon making a purchaseThat includes auto-renewalYou also could cancel the auto-renewal at any time through your account settings
Along with being displayed on our purchase page, purchase page confirmation, and Terms of Service, we also send an email confirmation after you make your purchaseThis email contains the date and amount of the next renewal, as well as a link where you may cancel that at any time
Because you did not cancel your auto-renewal, your subscription automatically renewed
As stated earlier, I can confirm that I have canceled the auto-renewal on your account so that your subscription will come to an end on March 25,
Regards"
The customers auto-renewal has been turned off so that they won't be charged againWe believe that our agent gave the customer accurate information and stuck to our policy for refunds on renewals and determine this case to be resolved
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated prior to this post, the average individual would not be aware of the annual auto renewal processI feel I deserve a refundIf Lumosity does not provide a refund, my next step is to let others know of my concerns with the efficacy of their product and their misleading subscription process
Final Business Response /* (4000, 9, 2015/07/29) */
As per the response she received from our agent, her account was renewed on March 25thWe allow days for a customer to request a refund on a renewal, but the customer did not *** us nor cancel her account until July Given that she has played thousands of games over the last three years, she must have understood that renewal was in placeShe is not being billed $9.95/monthly at the account under ***@gmail.com; she is being billed $annually, per her selection in There is no one by the name of L*** being billed $monthly in our system

Initial Business Response /* (1000, 5, 2015/06/23) */
Hi,
This customer wrote to us on June 18, Here's what they said: "please send me invoice/receipt on my subscription
also please send instructions on how to find this info in my account page I am unable to locate payments
history."
On June 21, 2015, our Customer Support Agent, ***, responded with the following: "Hello,
Thanks for your inquiry! You can look at your current billing and personal information by logging into your your account, clicking on your name in the upper right hand corner and selecting "Account Settings" from the drop downFrom this page, you can see your account status and your personal information
Unfortunately, I cannot provide a receipt since you are writing from an account that is a dependent account on a Family PlanPlease send your request from the primary address so we can confirm your information
Best,
***"
On June 22, 2015, the customer responded to our request with the following: "Hello,
I can't even log into my account because my credentials are not acceptedI tried several times to have my password *** and, although the page indicates it has sent a reset, I have received nothingI am systems admin for our seven servers and and can monitor all log files on our Exchange Server which I didThere was nothing that came in from lumosity.com to our email server at any time to reset my password
Attached is a search of all log files for the dates from the 17th, when I first attempted to get a password *** to todayAs you can see, nothing came in from you to reset my passwordHence I'm locked out of my account
Thanks for such helpful automation on your end."
On June 23, 2015, I responded to the customer with a new password ** that they can access their accountI also reiterated that they need the owner, or person who paid for the account, to write to us to request a receipt/invoice, as this information is private, and we only provide it to the payer
I recommend that the customer continue writing to us through our help tickets

Initial Business Response /* (1000, 5, 2015/07/06) */
Hi,
This customer wrote to us on July 3, onlineThey requested a refundHere's what they said: "paid with VISAOnline transactions: 6/20/Lumosity.com*xxxxxxx XXX-XXXXXXX CA $69.95."
The same day, we replied confirming their
refundHere's what we said: "Hi there,
I apologize if our auto-renewal policy inconvenienced youI've refunded your latest payment, and you should see the credit in 3-business daysYour account is now a free, unsubscribed accountEven as an unsubscribed member you will still be able to access a few Lumosity features at no cost by logging into your Lumosity account
We're sorry to see you go! Please let us know if we can help with anything else
Best,
***
This issue should now be resolved, but if the customer needs further assistance, they should continue to correspond with us via email

Initial Business Response /* (1000, 5, 2016/01/11) */
Hi ***,
We are happy to refund your subscription, however, I was not able to find a paid account tied to this email addressI will be contacting you through our help center to resolve this issue
Best,
***

Initial Business Response /* (1000, 5, 2015/09/23) */
Hi,
According to our records, this issue has been resolvedWe have refunded the user on 9/22/We also recommended they contacted their financial institution if they believe they have been a victim of fraud
Best,
***
Initial
Consumer Rebuttal /* (2000, 7, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/06/18) */
Hi,
According to our records, this person has no account with LumosityThey have never attempted to *** us via our phone number or email address, so we are unaware of any situation they are having with Lumosity
That said, Lumosity is
a completely web based product and does not put any software on any computerLumosity acts similar to the way Facebook works in that everything you do is done directly on the website; there are no products or software that get put onto your computerEverything related to Lumosity, including using the product, is done so at www.lumosity.comAgain, we do not offer software of any sort
If this person downloaded something, they did not download it from LumosityAdditionally, Lumosity does not support pop up ads, so there is no way the ad seen was from Lumosity
Best,

Initial Business Response /* (1000, 5, 2015/10/14) */
Resolving via customer support ticket
Initial Consumer Rebuttal /* (3000, 7, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received any information concerning their positionMy
records state that they have received payments which I did not know about nor approveI have no account with them and I want my money refunded

Initial Business Response /* (1000, 5, 2015/12/07) */
We try to make it clear on multiple screens that the user will pay for a yearly or two year subscription all at once, but we show the relative monthly billing prices as a way to help users choose between more and less expensive optionsPlease
see attached screenshots of the billing pages
Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It absolutely is NOT clearIt looks like the total of the monthly billing is being stated but that it is going to be billed monthlyIt is very misleading and I looked for fine print to clarify but there wasn't anyThough, I shouldn't have had to look for fine printIt is NOT clear what the transaction is and it should be made clearBecause if I had known I was making a yearly payment, I wouldn't have made itAnd I'm not the only person who has misunderstood your siteAnd I guess you rely on that misunderstanding to make money, which you shouldn't have to doIt should be either changed to an actual monthly billing or it should only say YEARLYIt is misleading
Final Business Response /* (4000, 9, 2015/12/21) */
Hello,
I'm sorry for any inconvenience that has caused! Yearly and two-year subscriptions are charged in full at the time of purchase for or months respectivelyThe only plan which bills on a month-by-month basis is the monthly subscription

Initial Business Response /* (1000, 5, 2015/09/14) */
Hi,
This customer first wrote to us on May 27, 2015 requesting a refund. Here's what they said: "My credit card was charged for a one year renewal. I was unaware there was an auto renewal and I received no emails from you indicating you were...

going to charge my card for a renewal on March 19, 2015.
I am not interested at this time in continuing my subscription and also feel you should have contacted me before charging my card. I have not accessed my account since 2014. Please refund me the $79.95 you charged my account ending in xxxxx"
Unfortunately, even as they stated, their renewal occurred on March 19, 2015. Lumosity has a 30 day refund policy, which means we are unable to refund the renewal. Here's what our Terms of Service says: "All Lumosity subscriptions made online at lumosity.com, except gifts, renew automatically using the payment details on file for your account. If you purchase a subscription with automatic renewal, you acknowledge and agree that we are authorized to use the payment information on file for the renewal fee.
The date that your subscription will automatically renew is provided on your Account page and in the payment confirmation email sent after your initial purchase. You may cancel automatic renewal at any time before that date through your Account page or by contacting our Customer Service team. This will stop future subscription charges from accruing to your account. For annual and two-year subscriptions, we will refund renewal payments if you contacting our Customer Service team within 30 days after each renewal occurs. We do not offer refunds for renewal payments for monthly subscriptions." The full policy can be read here: http://www.lumosity.com/legal/payment_policy
All customers are aware of our refund policy as they agree to it when they make their purchase. It is also stated in the email confirmation that they receive.
We will not be refunding this charge for any reason. We recommend that customer dispute the charge with their credit card company.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received no email or correspondence from Lumosity prior to the date they charged my card. Charging a card without notifying the customer prior to the charge is poor business practices period. Lumosity refuses to acknowledge this.
Below is the correspondence I receivd from [redacted] from Lumosity is very clearly states there is a 60 day refund policy. They cannot even get their polisies straight. Please note I contacted them 8 days past the 60 day period and asked as a courtesy that they refund the money. I am still asking that they refund my money.
Hi [redacted]
I am requesting as a courtesy given that it is 8 days shy of 60 days that you refund my money. I have NEVER had a company charge my card through auto renew WITHOUT contacting me by email to let me know my card will be charged. This is a very poor business practice.
Sent from my iPhone
On May 27, 2015, at 3:11 PM, [redacted] (Lumosity Help Center) wrote:
##- Please type your reply above this line -##
[redacted] (Lumosity)
May 27, 12:11
Hi there,
Sorry for any confusion. All subscriptions to our site auto-renew, as is mentioned in our Terms of Service, on our purchase page, and in the emailed purchase confirmation. Unfortunately, since your renewal occurred over 60 days ago, you are not eligible for a refund. (Refunds can only be granted within 60 days of renewal.)
Though we cannot provide a refund, I can confirm that your account will not auto-renew after your current billing period ends, so you will not be charged again unless you choose resubscribe at a later date.
Best,
[redacted]
Final Business Response /* (4000, 9, 2015/09/21) */
Hi,
At the moment, Lumosity does not send renewal reminder emails, which is why this customer never heard from us before they were charged. We are also aware that they were only 8 days outside the refund window, but Lumosity has very stringent policies and does not go outside them, which is why we cannot refund this customer. Again, our Payment Policy states: "All Lumosity subscriptions made online at lumosity.com, except gifts, renew automatically using the payment details on file for your account. If you purchase a subscription with automatic renewal, you acknowledge and agree that we are authorized to use the payment information on file for the renewal fee.
The date that your subscription will automatically renew is provided on your Account page and in the payment confirmation email sent after your initial purchase. You may cancel automatic renewal at any time before that date through your Account page or by contacting our Customer Service team. This will stop future subscription charges from accruing to your account. For annual and two-year subscriptions, we will refund renewal payments if you contacting our Customer Service team within 30 days after each renewal occurs. We do not offer refunds for renewal payments for monthly subscriptions.
If you signed up with a promotion, your renewal rate may be higher than your initial rate. Please refer to your Account page or the confirmation email sent after your initial purchase to review details about the renewal amount and the date of the next renewal."
Since this customer was outside the refund policy, we will not be refunding them for any reason. They should [redacted] their bank or credit card company to dispute the charge.
Final Consumer Response /* (4200, 11, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is fraudulent business practices to charge a person's credit card without notifying them prior to doing so. To me this is a lot of money and to Lumosity it is negligible. I did [redacted] my credit card company after trying to work with Lumosity to refund the money. However, at that point they credit card company said there was nothing they could do.
I would like my $79.95 refunded.

Initial Business Response /* (1000, 5, 2015/08/19) */
We are sorry that our customer has had problems receiving our responses to her emails.
These are the most recent email records in our email-tracking system for this customer:
We received an email on July 10, 2015, we responded to that email...

on July 12, 2015.
We received an email on July 30, 2015, we responded the same day.
We received several emails on Aug. 3, 2015, we responded to them on Aug. 5, 2015.
Our current customer support channel is not equipped to provide general phone support. We use an email-based ticket system to ensure that both parties have a full written record of all questions/issues regarding accounts.
However, since this customer is having problems receiving our email responses, on Aug. 10, 2015, one of our agents called the customer and discussed the questions she had. We will continue to reach out to her to address any further questions.
Thank you for the opportunity to address this customer's questions.