Lumosity.com

Initial Business Response /* (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 year. Additionally, we extend the refund window for renewing subscriptions to 60 days, to allow ample time for users to receive monthly...

credit card statements and to act on any unwanted renewals. This user contacted us on 11/23 and the situation was resolved on 11/24 (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 2.5 months prior to her contacting us, so did not process a refund, per our refund policies.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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]

Initial Business Response /* (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 us. They contacted us on July 17, 2014 requesting a refund. Here's what the customer said:
"I did respond because my...

computer was in the shop. What you have suggested to me, to give me a free month, is not acceptable. I 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 refunded. Here'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 3-5 business days. Your 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 3 refunds of $14.95 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 ticket. Once we have more information about any additional charges, we can assist them.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response is in 2014 and not up to date with my bank records. I have a new Apple computer and the game was not transferred to the computer with my name. Now my bank records show that $14.95 has been taken out of my checking account five times. When 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 /* (3000, 25, 2015/10/06) */
Lumosity has refunded 2 payment BUT right beside the refund is another withdrawal! I don't know how to deal with this. It has gone on now for 8 mo. and I have received 4 refunds. Please help me with this. '[redacted]' said it was settled. It is NOT.
Final Business Response /* (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 /* (1000, 5, 2015/11/30) */
I have researched contacts from this user in the last 4 years, and I only find one voicemail and one email referencing the account at the email address [redacted]@gmail.com. I 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 11/19/15. 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 user. We cannot offer a refund for a charge that occurred 11.5 months ago (for a 12 month subscription) and for which we have no prior record of a refund request.
Initial Consumer Rebuttal /* (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.

Hello, 
 
We are happy to help with your refund, however we'll need to look up your account information first. Please contact us by going to [redacted] and clicking "email us." We use this email-based ticket system to ensure that both parties have full written record of all...

questions/issues regarding your account.
 
Best,
[redacted]
Customer Experience Manager

Initial Business Response /* (1000, 5, 2015/08/14) */
We replied to this person within 24 hours of his phone call as below:
"I apologize if our auto-renewal policy inconvenienced you. I've refunded your latest payment, and you should see the credit in 3-5 business days. Your account is now a...

free, unsubscribed account. Even 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.S. Department)"
As the refund was issued immediately, we assume this case is closed.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Hello!
 
I'm sorry for any inconvenience this has caused! Unfortunately we are not able to look up your account to refund you with the information you have provided. Please submit a ticket to us through our help center...

at [redacted].
 
Best,
[redacted]

Initial Business Response /* (1000, 8, 2015/11/10) */
Hello,
I have refunded the customer's charge and sent the customer an email regarding the issue. The customer should see the money back to them in 3-5 business days.
Best,
[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 60 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 2012.  That subscription renewed in March 2014 and then again in March 2016.  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 [redacted]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 [redacted]pany should resolve the issue to the customer's satisfaction.   If, after the credit card [redacted]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 /* (1000, 5, 2015/08/21) */
Hi,
This customer purchased a yearly, individual plan from us on July 07, 2015. On August 17, 2015, they wrote to us asking for a refund. Here's what they said: "i have not found the tools helpful and would like a refund."
On the same...

date, we responded, explaining our refund policy. Here's what we replied with: "I'm sorry to hear that you wish to cancel your Lumosity subscription! Unfortunately, since your purchase occurred over 30 days ago, you are not eligible for a refund. (Refunds can only be granted within 30 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, so you will not be charged again unless you choose resubscribe at a later date.
Best,
[redacted]"
Our refund policy is very clear and is stated on the purchase page, the email receipt the customer receives, and in our Terms of Service. Here's what our refund policy states: "Lumosity subscriptions made online at lumosity.com except the monthly plan (e.g., yearly, two-year, and lifetime plans) offer a 30 day, 100% money back guarantee. You may receive a refund by contacting our Customer Service team within 30 days of your purchase. After that 30 day window, we will not provide a refund. We do not prorate refunds or offer partial refunds, and we do not offer refunds for monthly subscriptions." Our full refund policy can be found here: http://www.lumosity.com/legal/payment_policy
Since we have a refund policy of 30 days, we cannot refund this purchase. However, on August 18, 2015, we offered the customer an option since we couldn't refund the purchase. Here's what we said: "Sorry for any delay, we do have a 30 day refund policy from the initial purchase date to request for any refunds. Your request was made past our 30 day policy so the account is not eligible for a refund at this time. What I can do is take the remaining portion you have on your account and covert it to a gift code that can be used by yourself or anyone else at another time.
Please let me know if you would like to proceed with this.
[redacted]"
Unfortunately, this customer did not want to take this offer, stating the following: "I understand your company policy but I don't believe it is fair for your customers. I don't want to use the product so a gift card does not help me. I want my money back for the product that I am not using. I missed the 30 days by a bit because I'm busy and I had a summer vacation, etc. holding my money hostage is not reasonable. At this point I want my refund and that's it. I certainly will not be recommending your service to friends or family let alone gifting it to them.
Please let me know if you can process a full (or partial) refund. Otherwise I will continue the dispute process with Amex which I'm confident will end in my favor."
We ended our correspondence with this customer stating that we could not issue a refund, due to our policy: "Thank you for providing your feedback. As stated before a refund cannot be processed as it is not eligible. You may always follow up with your financial institution for any disputes.
Best
[redacted]"
Unfortunately, we will not be refunding this customer and recommend they dispute the charge as they have stated they will.

Initial Business Response /* (1000, 5, 2015/09/11) */
Hi,
This issue has been resolved as the customer has reached us through our email system. We have done as they requested and canceled their subscription. Here's what happened:
On September 10, 2015, the customer called us to say:
"xxxx...

do not want to be billed for another year of your service. I want the service discontinued at email is in dog OB as in boy WIN as in [redacted]@sbcglobal.net. Please do not billed me for another year of service last year it was 7995. Please take me off your account. You not sending any more emails. Thank you. Bye."
We replied the same date notifying the customer what we did. Here'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 (October 14, 2015). 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,
[redacted] (C.S. Department)"
If this customer has any further issues, they should continue to write to us.
Thanks!
Final Business Response /* (1000, 8, 2015/09/14) */
Hi,
This issue has been resolved as the customer has reached us through our email system. We have done as they requested and canceled their subscription. Here's what happened:
On September 10, 2015, the customer called us to say:
"xxxx do not want to be billed for another year of your service. I want the service discontinued at email is in dog OB as in boy WIN as in [redacted]@sbcglobal.net. Please do not billed me for another year of service last year it was 7995. Please take me off your account. You not sending any more emails. Thank you. Bye."
We replied the same date notifying the customer what we did. Here'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 (October 14, 2015). 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,
[redacted] (C.S. Department)"
If this customer has any further issues, they should continue to write to us.
Thanks!

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 card. You should see the credit within 3 - 5 business...

days.
 
Your Lumosity account is now a free, unsubscribed account. Even 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 /* (1000, 5, 2015/05/22) */
While we cannot process a refund, I looked into correspondence with the user and saw that she had originally requested that she be credited an account extension instead of receive a refund. No agent here addressed that request, making for a bad...

customer experience for [redacted]. I have added a year to her account so that she can use the subscription that she paid for in 2014. Here is the email I sent her:
"Hi, [redacted],
We received your Revdex.com complaint, and I apologize for the bad customer experience you had in which no agent addressed your request for an extension on the account in lieu of a refund. I have added the year long extension that you requested (although I am afraid we cannot issue a refund at this point). As before, this is for a family plan, so you can add 4 more members to the subscription. It will not re-bill at the end of the year, but will expire on 5/25/16.
Please let me know if I can help you further!
Best,
[redacted]"
Initial Consumer Rebuttal /* (2000, 7, 2015/05/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
To be charged without my knowledge for something I received no benefit from frustrated me so much. Even though Luminosity has me so annoyed at this point that I would prefer the refund, I am willing to accept the credit. Thank you Revdex.com for being an intermediary here. You got me a reasoned response from Luminosity, which I was unable to get despite repeated efforts. This company needs to improve their correspondence with customers who are not using their Lumosity accounts. Others may be unaware of their automatic renewal policy, as I was.

Initial Business Response /* (1000, 5, 2015/09/11) */
Hi,
This customer repeatedly wrote to us in early September. Here's a sample of what they said: "AGAIN. CANCEL MY ACCOUNT." "CANCEL"
The same day they wrote in, we replied back to the customer. We told them that we couldn't find their...

account as they were writing to us from an email address not associated with their Lumosity account. Here'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 statement. It 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 you. If 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!
[redacted]"
On September 6, 2015, the customer replied with the following to our email: "I really do not remember how I paid. Perhaps its tied to my other email account: [redacted].com"
This did not help, but they wrote again on September 8, 2015 with the following: "Try this to get this cacelled. Last 4 numbers are xxxx."
After we received that information, we canceled their account and subscription. Here'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, 2015. 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,
[redacted]"
This issue is resolved as we have already canceled their account. If they need further assistance, they should write to us.

Initial Business Response /* (1000, 5, 2015/08/31) */
Hi,
This customer [redacted] us on August 5, 2015 asking for a refund. Here's what they said: "Please issue a refund. I have not been able to use the site in some time and was not helpful in improving my son's scores."
Unfortunately, this...

customer made their purchase on March 07, 2015. Lumosity has a 30 day refund policy, as most company's do. Our Payment Policy clearly states the following: "Lumosity subscriptions made online at lumosity.com except the monthly plan (e.g., yearly, two-year, and lifetime plans) offer a 30 day, 100% money back guarantee. You may receive a refund by contacting our Customer Service team within 30 days of your purchase. After that 30 day window, we will not provide a refund. We do not prorate refunds or offer partial refunds, and we do not offer refunds for monthly subscriptions." Our full refund policy can be read here: http://www.lumosity.com/legal/payment_policy. This policy is also stated on the Purchase page, in the email confirmation the customer receives after purchase, and in our Terms of Service. Since this customer was more than 30 days from the purchase date, we could not offer them a refund.
Here's what our Customer Support rep replied to the customer with: "Hi there,
I'm sorry to hear that you wish to cancel your Lumosity subscription! Unfortunately, since your purchase occurred over 30 days ago, you are not eligible for a refund. (Refunds can only be granted within 30 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, so you will not be charged again unless you choose resubscribe at a later date.
Best,
[redacted]"
The customer responded a day later, on August 6, 2015 with: "unacceptable. I joined for only a month anyway and was charged a fortune. your pricing was month based and then you charged the whole year for the family plan. I want a refund. I'll be contacting the Revdex.com and my attorney general office."
[redacted] followed up, explaining that the full price is charged. This is also explained on the Purchase page. Here's what he said: "Unfortunately I am still unable to process a refund for your Family Plan. Yearly and two-year subscriptions are charged in full at the time of purchase for 12 or 24 months respectively. The only plan which bills on month by month basis is the monthly subscription.
If you would like, I can cancel your current subscription and issue a gift code for the remaining time on it. This code could then be given to a friend or used to reactivate your account at some point in the future. Please let me know if that's something you would be interested in!
Best,
[redacted]"
On August 11, 2015, the customer rejected our offer of a gift code and stated the following: "I would not like a gift membership. if you can do that you can issue a refund. Why would I pass [redacted] a program that does not work? Never have I been a customer of a company so inflexible. And I work with a company with memberships set up much like yours. in the interest of keeping members happy and leaving the door open for returning we honor refund requests regardless of the time frame given in policy. You have left me no choice but to pass ** concerns on to the before mentioned parties. Lumosity will not be getting any positive feedback in my circles."
Please note that this customer never wrote to us before this conversation, so they never reached out for help in getting the program to work. Nor did they write about their concerns with the Family Plan. For reference, it is never promised that customers can track the progress of other users as this would be a violation of the other user's privacy. Customers who purchase a Family Plan only have access to their own information. This is for the safety and comfort of all users.
We will not be refunding this customer for any reason as they are outside our refund policy.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, it was stated other member's progress could be tracked. Again, the product did not deliver the results of better performance. I had not contacted them because I was giving it rime to work. 30 days is not enough time to determine it's usefulness. I should not be faulted for giving you a chance to deliver expected, advertised results. Exactly how would access to my family's scores be a breach of privacy. if I could access the site I'd show you that the control panel looks like. You've shown me not to trust corporations intentions and all you cared about was a fast $80 bucks. Never again will I trust subscriptions. When a product does not deliver a company should be held responsible, but you use 30 days as a crutch and get consumer money with no results. what a scam and rip off. Your longterm financial outlook is short. Better examine your business model.
Final Business Response /* (4000, 10, 2015/09/08) */
Hi,
We never state anywhere on the site that you can track another member's progress. For information on what is shared through the Family Plan, please view this FAQ on our Help Center: https://help.lumosity.com/hc/en-us/articles/XXXXXXXXX-What-progress-will-you-sha...⇄ /> Here's what this FAQ says: "If you choose to opt into the Weekly Challenge, the following information will be shared with other members on your Family Plan who are participating in the Weekly Challenge:
Lumosity Points earned per week
Number of sessions completed per week
Your first name"
As you can see, it never says you can track another member's progress. If someone opts-in to the Weekly Challenge as part of the Family Plan, people only see the number of points earned, the number of sessions completed, and the person's first name. Again, this is for security reasons as not everyone on a Family Plan generally wants others to see how they are doing.
Since this customer is outside of our refund window, we will not be refunding them. We recommend that they [redacted] their credit card company and dispute the charge.
Final Consumer Response /* (4200, 12, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will dispute the charge with my bank as suggested. I appreciate if the complaint remain open until the dispute is processed as Lumosity may still deny the claim. Thank you.

Initial Business Response /* (1000, 5, 2015/09/21) */
Hi,
This issue has been resolved. We cancelled and refunded their account on September 17, 2015. They will no longer be charged for a subscription and they now have a free account with Lumosity.
Here's our correspondence with the user. ...

This user wrote to us on September 17, 2015. Here's what they said:
"I purchased a subscription:
Thanks for purchasing!
You now have unlimited access to all of Lumosity's brain exercises, training programs, and detailed tracking features until September 17, 2015.
Here's a summary of your purchase:
Order Number:
XXXXXXX
Billing Name:

Billing Date:
September 17, 2014
Billing Amount:
$47.96
Payment Method:
Visa ending in xxxx
Product:
Yearly
Next Billing Date:
September 17, 2015
Next Billing Amount:
$59.95
Billing Cycle:
year
To ensure uninterrupted access to Lumosity, your account is set to auto-renew on September 17, 2015. From then on, you'll be billed $59.95 every year unless you choose to cancel. You may cancel your subscription at any time by logging in and updating your membership under Your Account.
Your Account Information
The email address linked to your Lumosity account is
[redacted]@gmail.com

I changed the Auto-Renewal to CANCEL and checked back several times to make sure your company didn't change it back. Today, 9/17/2015, I was charged again.

This is an Alert to help you manage your credit card account ending in 9575.
As you requested, we are notifying you of an online, phone or mail order charge. A charge of ($USD) 59.95 was authorized at Lumosity.com[redacted]... on 09/17/2015 8:26:14 AM EDT.

I have contacted the Revdex.com (Revdex.com) and filed a complaint. I have contacted my credit card company and told them about your scam. I would like a refund in the amount of $59.95."
This customer refunded automatically when they wrote in. We responded on September 19, 2015 to explain the situation to the customer. Here's what we said:
"Hi,
The refund was processed immediately when we received your request. The confirmation email is automated, so it came to you as part of a different email thread. Please check your email for another message from Lumosity!
Your account is no longer subscribed, and the refund has been processed.
I apologize if there was any confusion surrounding our renewal policy. 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.
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
In your email confirmation of the initial purchase, you also received the date of the next renewal, amount of the next renewal, and a link where you could cancel the auto-renewal at any time.
Regardless, I'm happy to forward your feedback.
Again, your account is no longer subscribed and you have a free account with us.
Please let me know if you have any questions or if I may be of any further assistance.
Thank you so much!
Kind regards,
[redacted]
Customer Service Agent"
This situation is resolved. If the customer has further questions, they should write to us at help.lumosity.com.
Thanks!
Initial Consumer Rebuttal /* (2000, 7, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Lumosity has a record of changing auto-renewals. Once the customer has cancelled their account, changed auto-renewal to cancel, provide a REASON for cancellation and press cancel again - that should be the end of it. To receive another bill for an entire year is deceptive practicing. Some people may think they are locked into another year and are out the money they are charged.
I took direct action: I contacted the company, my credit card and Revdex.com. This assured me my refund would be processed and account cancelled.
I thank Lumosity for the refund, but I would never recommend their company because of their deceptive practices.

Initial Business Response /* (1000, 8, 2015/11/11) */
Customer has received a response and refund from our Help Center on Nov XX XXXXX.