Majestic Landscape Company

We are unable to locate any correspondence from this user Attached please find screenshots of database searches from within our help desk (apparently this user has accounts) Regardless, we will refund this user's money; however, we are also unable to locate any payment information I've sent the user an email asking for payment details

While we would love to help out with this case, the subscription in question was purchased on the App Store which means that Apple is actually responsible for this purchase and billingWhile we do not have phone support, we do have live chat and email support and would have loved to help out with this if we had been contacted previouslyHaving reviewed the records on this account, it does appear that the $59.99/month subscription was the one selected, not the $19/month oneApple does have a final confirmation window that notes the amount to be paid, and that it is a recurring subscription -- but again, this purchase was made through their billing systemWe would be more than happy to help out with service issues, but billing is unfortunately up to Apple and as such our mutual customer would need to contact Apple.Thank you so much for your patience and understanding

StudyBlue Pro is an automatically recurring subscription which can be cancelled at any time from the user's Profile page or by contacting SupportJerry first wrote us on July 29th regarding a recurring subscription he wished to cancel; the email addresses he provided did not have accounts associated with them, and I was unable to find any subscriptions matching the information provided - relevant screenshots of our thread are attached to this response.As of today, 8/29, [redacted] account has been cancelled per his requestThe reason that I was unable to do this until now was that ***'s email to us today contained new information - several email addresses that had not been mentioned previouslyUpon further inspection, it appears that the name on the account does not match the information he provided in our original conversation; while I asked if there may be an alternate name or email address, [redacted] reassured me that this was not the casePer our Terms of Service, we will not be issuing a refund for any renewal fees made before a successful cancellationWe regret any inconvenience and would be happy to add subscription credit to Jerry's accountI've relayed both the information and the offer to Jerry in our current Support conversation (my response to which took place after this response to the Revdex.com) Thank you! Best, [redacted] **

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

We would love to help out, but to date we have not received any correspondence from the listed email addressIt sounds like this purchase might have been made through a mobile app store, which means that we do not control the recurring billling; the users manage their own billing through the respective app store (Apple's App Store or Google's Play Store) and we do not have the ability to cancel mobile subscriptions on a user's behalf as we do for our Web purchases.We publish instructions on this, and the mobile app stores also have information on how to do thisFor example, our cancellation FAQ links to the mobile app stores' own articles for our users' convenienceFurthermore, our Support team is highly responsive and can be contacted at multiple email addresses and through our live chat windowWe do not have any record of being contacted by this user and would love to help out if she could write us at [email protected] so we can gather the information we need

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]This is the exact sort of non helpful response I have received from this companyThe email address for my Studdy Blue account is probably my school e-mail seeing as it is a supposed helpful study [email protected]
Regards,
*** *

I credited Brian's account on August 8th, adding the month of Pro that he purchased as well as an additional month to thank him for his patienceWe regret any inconvenience caused by the delay and hope that this resolution is satisfactory

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I did not use this service and do not plan on doing soI did not authorize this accruing charge and should have my money backIf I have to go Revdex.com to report is crazy to me.
Regards,
*** ***

We have no server logs indicating that the users cancelled her account Attached please find our server logs for her premium subscription The record is a verification that, in response to this Revdex.com complaint, we have cancelled her subscription We apologize for the poor customer
experience The agent that initially handled this request is no longer with us, leading to a lack of attention.Subscription charges for the months of September, October and November have been returned

I apologize for the delay in getting back to you regarding this case. It turns out a refund was issued on June 25, 2015.If you have any questions or concerns, please do not hesitate to contact me.Take care,***StudyBlue

It appears that we refunded Edward in full on 6/when he emailed our Support teamWhile we don't have phone support at this time, we do offer rapid responses via email and live chatIn this case, we issued a refund within hours of being contacted.Please note that any refunds we issue are an
exception to our Terms of ServiceWe're glad we could help out!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

We are unable to locate any correspondence from this user.  Attached please find screenshots of database searches from within our help desk (apparently this user has 3 accounts).  Regardless, we will refund this user's money; however, we are also unable to locate any payment information....

 I've sent the user an email asking for payment details.

StudyBlue Pro is an automatically recurring subscription which can be cancelled at any time from the user's Profile page or by contacting Support. Jerry first wrote us on July 29th regarding a recurring subscription he wished to cancel; the email addresses he provided did not have accounts...

associated with them, and I was unable to find any subscriptions matching the information provided - relevant screenshots of our thread are attached to this response.As of today, 8/29, [redacted] account has been cancelled per his request. The reason that I was unable to do this until now was that [redacted]'s email to us today contained new information - several email addresses that had not been mentioned previously. Upon further inspection, it appears that the name on  the account does not match the information he provided in our original conversation; while I asked if there may be an alternate name or email address, [redacted] reassured me that this was not the case. Per our Terms of Service, we will not be issuing a refund for any renewal fees made before a successful cancellation. We regret any inconvenience and would be happy to add subscription credit to Jerry's account. I've relayed both the information and the offer to Jerry in our current Support conversation (my response to which took place after this response to the Revdex.com) Thank you! Best, [redacted]

It appears that Brittany submitted a support request at approximately 2:30 AM (local time for our support team). We try to respond quickly but there may sometimes be a delay for messages sent outside of business hours. It looks like we sent a response around 8:30 AM our time. The ticket number for...

her case is 63642. She submitted several tickets at once, and we merged those into this case for clarity.We make clear on our billing page that the Annual subscription is billed up front, and while we don't typically offer refunds, the email that we sent prior to receiving this complaint contains an offer for a partial refund. We are just waiting on confirmation from her. If we can complete the interaction in our open support case, I'm sure we'll be able to resolve the situation. It may take a few minutes or hours for a response, but we are here to help. Best regards, [redacted]
StudyBlue User Operations

User complains that they thought studyguides were included in his subscription.  Our payment page is clear as to what subscription includes studyguides.  In our correspondence, the user also describes essentially a lack of content in our studyguide.  We sent him a screen shot of the...

studyguide in question, which has 94 cards in it.  https://www.studyblue.com/#flashcard/view[redacted]Out of respect for the Revdex.com and the work it does, we have refunded the money in question, where in this case, it is clear that the user has made grave errors in his/her presumptions concerning the service we offer.  It is clear they did not read the plain language before purchasing a subscription.  We have a large number of students who regularly buy our subscriptions, study them for their benefit, then demand a refund when our server logs clearly show the large amount of activity on the account justifying our rationale of not refunding money for these types of cases.

While we would love to help out with this case, the subscription in question was purchased on the App Store which means that Apple is actually responsible for this purchase and billing. While we do not have phone support, we do have live chat and email support and would have loved to help out with...

this if we had been contacted previously. Having reviewed the records on this account, it does appear that the $59.99/6 month subscription was the one selected, not the $19/month one. Apple does have a final confirmation window that notes the amount to be paid, and that it is a recurring subscription -- but again, this purchase was made through their billing system. We would be more than happy to help out with service issues, but billing is unfortunately up to Apple and as such our mutual customer would need to contact Apple.Thank you so much for your patience and understanding.

[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 made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

We have now received correspondence from this user on 12/10 - please note that this is AFTER the submission of this Revdex.com complaint.This customer purchased a subscription from Apple's App Store. We are not able to issue a refund for this purchase because we do not control App Store billing. We explained this in the Support thread  There is literally no way for us to issue this refund; Apple is responsible for this billing and any refunds. Please contact Apple - you can do this by selecting "Report a Problem" from your email receipt.Again, we do not have control over this billing. We are not the correct party to contact regarding your App Store subscription, though we are more than happy to help with any service-related issues. I have also responded to the Dec 10 support request with this information.[redacted]
User Operations Analyst

We would love to help out, but to date we have not received any correspondence from the listed email address. It sounds like this purchase might have been made through a mobile app store, which means that we do not control the recurring billling; the users manage their own billing through the...

respective app store (Apple's App Store or Google's Play Store) and we do not have the ability to cancel mobile subscriptions on a user's behalf as we do for our Web purchases.We publish instructions on this, and the mobile app stores also have information on how to do this. For example, our cancellation FAQ links to the mobile app stores' own articles for our users' convenience. Furthermore, our Support team is highly responsive and can be contacted at multiple email addresses and through our live chat window. We do not have any record of being contacted by this user and would love to help out if she could write us at [email protected] so we can gather the information we need.