MediaMall Technologies, Inc.

Revdex.com:
It appears that I have misunderstood the email from them on 8/**/2016 so I have...

reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 [redacted],
On ** March 2014, your company and I entered into a verbal contract. Your company stated that if I purchased an updated license, I would be reimbursed for my original license purchase on ** January 2014. “I am happy to assist you today. You purchased a lifetime PlayOn plan with HD. The only way to take advantage of bundled discounts is to purchase PlayOn and PlayLater together. We have processed a full refund for your purchase. This refund should post to your account in a few business days. Youcan now purchase a new bundled plan.” (Email message from Playon Support (Skip) dated ** March 2014)
I fulfilled my part by purchasing the updated licenses as agreed on ** March 2014. “Thank you for your order of PlayOn and PlayLater with HD. Your account has been billed $84.98. The details of your purchase are shown below....” (Email message from Playon Support dated ** March 2014) I have asked for and received a complete refund for my second purchase, as I am not happy with the way your company is handling this issue, first by not providing adequate support in getting this issued solved, and second because your company refused to provide any contact information for anyone outside of your tech support department.  The lack of support I received from your company was a major factor in my choice to no longer do business with you.
If I purchased your software, and while mailing you a check, that payment got lost in the mail, would you be fighting with the post office to locate your payment, or would you hold me responsible for the money I owe for your services? You would hold me liable for the money and you should because the fight would be between the post office and myself, just as this fight is between you and Bank of America.
As of today I have not received the reimbursement to fulfill your end of our verbal contract. As far as I am concerned, until the reimbursed amount is in my hands, you are in breach of contract. You can blame Bank of America all you want, but it is not their responsibility to ensure I receive my reimbursement; it is your responsibility.
I have talked to several managers at Bank of America, all of who I gave this ARN number to and they all state this transaction is not in their system. If you feel Bank of America is wrong, then you should agree the the conference call with them and prove your point. I don't know how the system works, I can only go off of what Bank of America is telling me.  This is no different than if I were to provide you a UPS tracking number for my lost payment for you to track, only to have the post office tell you they have no record of this number in their system. Then repeatedly tell you to call the post office every time you contact me to seek help. This is what your company is doing to me and this is why I am holding your company liable for the reimbursement.  
Once again, I am not asking you for more money; I'm not trying to con you out of money; I'm simply asking that you fulfill your end of our contract by participating in tracking down this missing money. However if you don’t want to provide this level of professional service for your client, then maybe you should just send another refund, but this time to an account that is not closed, or mail a check to my home address. Because I am not going to forget and just go away.
  
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The customer's refund request is in our refund processing escalation queue, as we already informed him via our support desk.  He requested the refund just 2 days ago.  This was a remarkably premature Revdex.com filing.  We always process our refunds.  I have no idea why he felt it was...

necessary to report this to the Revdex.com.  He should exercise just a modicum of patience before making threats.

This customer has received a reply to each and every one of her support requests.  Attached is one of many such threads.  I believe this thread speaks for itself, and the customer's claims that her questions have gone unanswered are simply unfounded.

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 and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
1)  Your original claim stated the following:
"the developer...now wants me to pay more money...to provide the same content that it was before."
I
again ask you...what content did we provide before that you now claim we
want to charge you more for?  It is a completely false statement.SD and HD CONTENT are the same, their only difference is bitrate. Netflix provides me with varying bitrates of HD content based on my network connection, the CONTENT is the same. This is NOT a false statement, sorry.
2)
 According to the Web Archive, on the date you purchased (July [redacted]2011), the PlayOn purchase page stated the following description for the
lifetime/one-time purchase.  It clearly states that patches and bug
fixes are included for the life of the product.  It says nothing about
new products we sell in the future.  You are entitled to, and have been
provided with these patches and bug fixes.  This does not include the
PlayOn HD addon product.  The fact of the matter is that choosing the
lifetime/one-time option just means you pay once (versus monthly or
annualy) to access the product.  It speaks nothing of future products or
features.
"Fixed
one-time cost. No annual fees. Your license is valid for the life of
the product.  While your license is valid, you will receive all patches
and bug fixes for PlayOn Premium."
 
I have no doubt that the fine print is and was worded carefully to absolve yourselves of these complaints, that's what companies do. I maintain that images, verbage throughout the site and other web elements that were designed to sell the product were vague on purpose, largely to deceive people into buying the product only to switch them and/or bait them into more 'products' from Mediamall. I was and will continue to contend that I and others were led to believe that things like updating code to handle HD content are not NEW PRODUCTS, but rather fixes/updates to handle the SAME CONTENT on the SAME PRODUCT we purchased a lifetime license for.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: I have tried for several day to get a response to my request for a refund, with no response other than how to sign up to use their software. their website states they have a 30 day money back guarantee which would be within the time that they billed me. this is the billing info:

Transaction date: Nov *, 2015

Transaction ID: [redacted] Transaction amount: $19.99 USD

Recipient email: [redacted]

I emailed the company immediately after the charge was made requesting a refund, I received a email response 11/* stating how to sign up the software which I haven't used in 2 years, also stating that I could get a refund if I wished. I responded to this email again stating that I would like a refund, I have not received any response to that email or to the 3 others that I sent everyday during the week nor has my [redacted] account been credited as of today. They do not have a phone number or any other way to contact them on their website ([redacted])Desired Settlement: I would like a full and immediate refund of my $19.99 under the 30 day refund policy as stated on their website.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Play on has to be the worst company I have ever dealt with. Their software is not bad, and I wanted to upgrade to the playlater software as playon has way to many commercials, and the playlater option would allow me to fast-forward through the 30 commercials you have to sit through just to watch on show. In order to purchase the upgraded software, Playon stated that I was required to repurchase their software with the playlater option selected, and in turn they would reimburse me for the cost of the original license I purchased. So taking them at their word, I purchased a new license, but Playon never reimbursed me for the original license.

They claim that their computer shows I was reimbursed, however the account they claimed to send the money so, was closed prior to the refund, and therefore no money has been received. Playon support claims that Bank of America has my money and they are responsible for issuing me a check for the refund, but Bank of America’s records show account action from Playon was ever received. Bank of America states that because my account is closed, If Playon would have attempted to send money to this account, I would have been returned to them within 2 to 5 business days after it was issued. Bank of America, offered to conduct a conference call with them to get this matter settled, but Playon / MediaMall refused to participate in the call and want to continue to play the blame game. If Playon / MediaMall really did issue my refund and have nothing to hide, then why are they refusing to provide supporting evidence?

When I sent an email to the company [redacted] and senior staff, to get this issue resolved, they didn’t respond. I asked for the Playon corporate address, so my attorney can attempt to get this settled, however Playon refused to provide any other contact information other than an email address for their customer support. This company has numerous complaints regarding their lack of providing clients refunds, or claiming that they sent the refund, in which their clients never received.

Any company who refused to provide contact information other than an email address, refused to work with their clients to resolve issues, or has this many complaints about not giving people their refunds, should reflect the business ethics of this company. This company has a duty to protect their clients; however they just seem to want to rip them off. I have filed a complaint with the FTC, New York State Attorney’s office, the Arizona State Attorney’s office, and the Washington State Attorney’s office.

Let this and all the other complaints about Playon and MediaMall as a warning for anyone who is thinking of doing business with these people.Desired Settlement: Stop ripping off your customers and give us back our money. You want to be a professional company, but your using kindergarten like tactics to evade us. Stop placing the blame on others and take responsibility for your actions. Refusing to provide your company mailing address, phone number, or sticking you fingers in your ears and shouting blah blah blah so you don't have to hear what we have to stay should reflect on how your company see it's clients and your business ethics. With so many complaints I would think you would be trying to improve your image.

Business

Response:

This refund was issued to the customer on 03/**/2014 14:24:20 GMT, under ARN (Acquirer Reference Number) [redacted]. Attached is a screen capture from our credit/debit card gateway system showing the transaction and refund history. It clearly shows the refund was accepted by the bank. This information should be sufficient for his bank to track down the funds.

Regards,

MediaMall Technologies, Inc.

Consumer

Response:

The amount of the refund I am owed is $49.98.

my payment email is below

--------------------------------------------------------------------------------...⇄ />
[redacted] Jan **to me Dear [redacted]

Thank you for your order of PlayOn with HD. Your account has been billed $49.98. The details of your purchase are shown below.

PlayOn Lifetime: $39.99

PlayOn HD for Lifetime: $9.99

Total: $49.98

User Name: [redacted]

Password: [redacted]

You can log into your account to manage your information at:

Getting started is easy!

1 - Download and install PlayOn[redacted]

To register your copy of PlayOn, open PlayOn Settings (Start / All Programs / PlayOn / PlayOn Settings) and enter the information above on the Registration tab.

For device-specific instructions for PlayOn, check out the "setup instructions" on [redacted] or in the PlayOn User Guide (accessible from PlayOn Settings in the General Settings tab).

2 - To enable HD for PlayOn, click on the General tab, make sure Maximum video quality is set to Auto or Max and check Enable HD Capability.

3 - Enjoy!

Please save a copy of this email for future reference.

Cheers,

The PlayOn Team

Business

Response:

An ARN is an industry-wide method for a bank to track a transaction. It can only be generated/issued once a payment or refund is complete.

Bank of America can use the ARN to find the transaction.

We cannot help further if we get on a call because all we will do is provide them the ARN and tell them they need to track it down.

You need to escalate the issue at Bank of America to someone that understands what an ARN is and how to look them up in their system.

We have provided all the information we can, with legal proof that the refund was issued and the money has left our account.

That is all we can do.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

[redacted],

On ** March 2014, your company and I entered into a verbal contract. Your company stated that if I purchased an updated license, I would be reimbursed for my original license purchase on ** January 2014. “I am happy to assist you today. You purchased a lifetime PlayOn plan with HD. The only way to take advantage of bundled discounts is to purchase PlayOn and PlayLater together. We have processed a full refund for your purchase. This refund should post to your account in a few business days. Youcan now purchase a new bundled plan.” (Email message from Playon Support (Skip) dated ** March 2014)

I fulfilled my part by purchasing the updated licenses as agreed on ** March 2014. “Thank you for your order of PlayOn and PlayLater with HD. Your account has been billed $84.98. The details of your purchase are shown below....” (Email message from Playon Support dated ** March 2014) I have asked for and received a complete refund for my second purchase, as I am not happy with the way your company is handling this issue, first by not providing adequate support in getting this issued solved, and second because your company refused to provide any contact information for anyone outside of your tech support department. The lack of support I received from your company was a major factor in my choice to no longer do business with you.

If I purchased your software, and while mailing you a check, that payment got lost in the mail, would you be fighting with the post office to locate your payment, or would you hold me responsible for the money I owe for your services? You would hold me liable for the money and you should because the fight would be between the post office and myself, just as this fight is between you and Bank of America.

As of today I have not received the reimbursement to fulfill your end of our verbal contract. As far as I am concerned, until the reimbursed amount is in my hands, you are in breach of contract. You can blame Bank of America all you want, but it is not their responsibility to ensure I receive my reimbursement; it is your responsibility.

I have talked to several managers at Bank of America, all of who I gave this ARN number to and they all state this transaction is not in their system. If you feel Bank of America is wrong, then you should agree the the conference call with them and prove your point. I don't know how the system works, I can only go off of what Bank of America is telling me. This is no different than if I were to provide you a UPS tracking number for my lost payment for you to track, only to have the post office tell you they have no record of this number in their system. Then repeatedly tell you to call the post office every time you contact me to seek help. This is what your company is doing to me and this is why I am holding your company liable for the reimbursement.

Once again, I am not asking you for more money; I'm not trying to con you out of money; I'm simply asking that you fulfill your end of our contract by participating in tracking down this missing money. However if you don’t want to provide this level of professional service for your client, then maybe you should just send another refund, but this time to an account that is not closed, or mail a check to my home address. Because I am not going to forget and just go away.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

I sent a support email to playon on a Monday early afternoon and received an auto reply that stated "[redacted]". Here it is Friday and still no response from them, even after repeated emails. Apparently customer support is non-existent,

Review: purchased play on play later product. merchant guaranteed 30 day money back guarantee. found out this product was not compatible with my equipment. contacted the merchant three times for refund. merchant not respondingDesired Settlement: I want to cancel this purchase as I have told the company and receive a refund to my [redacted] account which was my method of payment

Business

Response:

The customer's refund request is in our refund processing escalation queue, as we already informed him via our support desk. He requested the refund just 2 days ago. This was a remarkably premature Revdex.com filing. We always process our refunds. I have no idea why he felt it was necessary to report this to the Revdex.com. He should exercise just a modicum of patience before making threats.

Review: I purchased the software because no trial was offered and had to leave for vacation before I could finish testing. Once I returned, I finished testing the product and determined that is too performance impacting and doesn't scale at all. I asked for a refund of the product and even though I am only about a week past the 30 day mark, they will not refund the price of the software even though I have explained the situation. The software is unusable in its current state because it bring everything else on my network to a dead stop due to the atrocious amount of resources it requires.Desired Settlement: A refund of the software. 69.99 in total.

Business

Response:

Our website very clearly states that we offer a 30 day money back guarantee, as can be seen here:

Review: On May **, 2013, I signed up for Playon's 14day trail subscription. On June the **, I tried to cancel on their web page as directed an the site wouldn't accept my Registration Code. So as the site says, I emailed them with the problem, also telling them of me intent on canceling before the 14 day trail was over. I never received a reply. Also on June **, 2013, the day the 14 day trail would've ended; nothing happen, so I assumed they received my Email. On June [redacted], Playon ( Media Mall ) withdrew money from my account. On June **, I contacted them through the only way allowed, their email address. I received no reply. If I done something wrong, at least, reply to let me know. Don't just ignore me.Desired Settlement: Refund of funds. And an apology, Emailed to me. ( Since my Emails were ignored.)

Business

Response:

Hello,

The license key the customer typed in this complaint does not exist in our system. He typed it wrong. You can see in the attached copy of the email he was sent that the correct license key has "[redacted]" in it. The customer's complaint typed "[redacted]". If he was using the same incorrect key when trying to cancel on our site, that is why he was unable to.

You can also see in the email we sent we instruct the user to copy and paste the key, to avoid manual typing errors like the one he had.

Lastly, our support system has never received any emails from address [redacted], nor from anyone with a last name of "[redacted]". I can only assume that he did not use the proper email address ([redacted]) when requesting his cancelation and refund. The proper email address is clearly showin the attached email instructions.

What email did this user attempt to contact? If he uses the right one to request his refund within 30 days, he will be given a refund within 1-2 business days.

Regards,

Business

Response:

Yes, [redacted] replied to your email. He stated the following at June **, 2013 16:42 (49 minutes after you finally submitted your first email). You never replied back to him.

Yes, of course I know these responses are posted on the Revdex.com, and it is good that everyone can see that there are very simple instructions that must be followed to contact our support team.

Greetings,

We can look into a refund for you. Please send us your license key so we can look-up your purchase.

Kind regards,

PlayOn Support

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I downloaded playon.tv program on 02/**/16. The program does not work on my systerm. I immediately requested a refund (they advertise you have 30 day refund window) same day on 02/**. They have no customer service phone number. They bombarded me with technical assistance emails that I repeatedly said I did not want, I just wanted the refund. I was finally told the email was initiated. It is not 03/**/16 and I have yet to receive the refund. I believe these people are scammers.Desired Settlement: refund

Business

Response:

This customer already had her refund processed before she filed this complaint. Below are the communication histories for the record. I see no example of us "bombarding her with technical assistance emails". I would ask her to provide some examples to support that claim so we can investigate.History below:.[redacted]

Review: In July of 2011 I purchased a 'Lifetime' piece of software from this company for $60. When the software didn't work all that well I moved on to other products and came back recently to find out if it had been fixed up and was working. I find now that the software works, but the developer has now changed how they charge for their software and now want me to pay more money for the 'lifetime' software to provide the same content that it was before. "Lifetime" is only a word and apparently not a guarantee.

I emailed customer service to express my displeasure at being asked for more money for this lifetime of software only to be met with resistance and no acknowledgement of my references to the fact that I bought a piece of 'lifetime' software I was now expected to pay more for to have it work on my big screen TV.Desired Settlement: Refund me the entirety of the purchase price or add the services that are part of the software that I paid for lifetime subscription to.

Business

Response:

The customer's information is gravely incorrect. All product features that were available the day he purchased are still available to him. His lifetime license is honored, and he is able to use any/all of the features that were there the day he purchased. If he feels otherwise, he should list what feature he used to have, but no longer has.

Review: I bought the software online two months ago which was called Playon. You have to download it. I read the requirements online as to what was needed for it to work. I have a computer with Windows 8 and use Goggle Chrome as the OS. I have checked Internet Explorer like they said and flash player is there also. It was deleted and reinstalled as per their instructions. Well, it allowed me to download it. After downloading, it says you have to have a username and password. The company gives you a password. At first the password did not work. IT took about two weeks to get the correct password to work. They had to reissue one. The whole problem started with me trying to find contact information for them. THere is no number or email on the site where you can send correspondence to them. I finally found a link to send a message to them. At first that still would not go through as it kept saying I had the wrong account information so it would not let me send anything. Then after telling them that I could not log in, I found the correct information. It still would not let me access it. After I accessed the site and got it on the WII, we were not able to watch anything. It is hard to figure out what channels work and what does not. The screen lettering is too small. I have been emailing back and forth with the company stating that the product does not work on my computer. I have tried to do everything that they suggested. As of today it still does not work and I bought it two months ago. I told them about two weeks ago that I was going to have to uninstall and leave the product alone because I paid 19.00 for this and it is not working. I am supposed to be able to have access to over 200 channels through streaming and can not stream anything!!!! I am fed up because I paid for this and it is hard to contact the company. Today I checked my computer again and I have flash player on it. I also uninstalled and reinstalled the flash player. I also made sure the add ons were installed. THey said that is all I had to do. It still says it is not installed when I go onto the WII to try to access any show!!! I first contacted them on January **, 2014 to reset the password.Desired Settlement: I would like the company to add a customer service number so people can get help without writing a statement and waiting sometimes two to three days for a resolution to the problem. You can not have a company that offers a service without a direct way for the customer to reach you and you to respond immediately. The contact us form way of answering technical support is not appropriate. I would also like my money back as I can not get the software to work with my computer.

Business

Response:

This customer purchased our software on 1/*/2014, and never contacted us until 2/*/2014. Our contact information is all over our website.

Review: I ordereded Playon.tv for my ROKU about a year ago. I couldn't ever get it to work, after numerous attempts by their representative and myself amounting to about 7 emails and numerous phone calls, I cancelled the subscription. I got no refund, figuring I didn't know it wasn't going to work when I purchased it so my loss. They took $39.99 out of my checking account this week. I called the phone number listed and got an automated voice saying to contact them thru email. I did and they said I never cancelled it. I did too, about a year ago!Desired Settlement: Put the money back and take me off the automatic withdrawl.

Business

Response:

Our records show this subscription was never canceled. If you did cancel it, you would have been presented a cancellation confirmation page, and sent a cancellation confirmation email. Can you please send us either of these to demonstrate you actually cancelled as you say you did? In the meantime, I can go ahead and cancel you so you won't rebill again next year. To get a refund, all you have to do is contact [redacted] and they can process your refund as long as it has been under 30 days since the charge occured (which it is in this case).