Business Response /* (1001, 14, 2014/07/30) */
From: *** ***
Sent: Tuesday, July 22, XXXX X:XX PM
To: *** ***
Subject: RE: Revdex.com Complaint
Hi ***,
Hope you're wellMy apologies for *** never receiving a response for this complaint*** *** signed up for a
trial online (a representative did not speak with him) on 8/5/which ran for days and expired on 8/19/Per the terms of use that are spelled out at the time of Premium registration, if we do not receive a cancellation call on or before the 14th day of the trial, your credit card will be billed for the payment plan you select during registrationOn 1/20/2014, months after the subscription began, we received a call from *** questioning the monthly credit card charges dating back to 8/We explained the terms of use at that time and that our phone number appears on every monthly statement making it easy to phone us should you need to discontinueAs a courtesy, we refunded one monthly charge in the amount of $back to his credit card and also offered him a discounted annual price of $($off) for the year as well as a month extension if he were to continue with the serviceHe said he'd give it some thought and give us a call backOur notes from that January conversation are below
1/20/"Called regarding charges on accountSaid that he didn't know he had the membership and is unsure how long he's been charged forExplained he signed up for a trial, which rolled into the monthly plan he selectedThat it is an ongoing monthly charge that appears on his statement each monthSaid that he thought it was a month and that he needed to call us to continueTold him that is not the case, that he selected the payment term and entered his cc infosaid he wanted to cancel and be issued refundtold him we would be able to issue refund for latest month because it just went through but we do not issue retroactive refundsAsked about applying past charges to future subtold him that is not possibleStarted talking about calling the Revdex.com and asked for my info, which I provided him with my name and the PMT numberSaid that he would be willing to continue with the service if we can work with himChecked with ***, offered $as well as a month extensionSaid he would think about that then call backCancelled for now and issued refund for latest charge."
2/12/"Received a letter from Revdex.comIn the letter, *** claims that when he signed up, the rep explained that we needed to enter his cc info to get him started but we wouldn't charge his card for anythingHe actually didn't speak with a rep when he signed up as he signed up on our websiteHe was billed monthly for a year and a half, with our phone number appearing on every monthly statement and never called to discontinue the serviceWe issued a refund for the latest monthly charge when he phoned us on Jan but did not issue an additional refund as the policy was explained in the terms of use that he agreed to when signing up."
Please let me know if you have any questions that I might be able to help you out with
Best regards,
***
________________________________
*** ***
Manager, Premium Membership Team
Morningstar, Inc
MorningstarIlluminating investing for years
+X XXX XXX-XXXX voice
+X XXX XXX-XXXX fax
***@morningstar.com
Consumer Response /* (3000, 17, 2014/08/04) */
The business has not communicated anything newThey have meagerly reproduced the discussion with their sales representative which was the root cause of filing this complaintGiven I never explicitly approved the monthly subscription and did not receive any statement etc for the charges they should refund what they have charged meThey should also look at the history of how many times I accessed their website during the "membership duration" and they will see that I barely used the website
Business Response /* (4000, 19, 2014/08/11) */
Revdex.com Complaint Case# *** (Ref#XX-XXXXXXXX-XXXXXXXX-XX-XXXX)
message
*** *** Mon, Aug 11, at 12:PM
To: "*** *** (***@chicago.Revdex.com.org)"
Cc: "***@chicago.Revdex.com.org"
Hi *** and ***,
Hope you're both doing well! I just wanted to reach out to you regarding Case#: XXXXXXXX for *** ***
Because he is looking for a refund, not an extension, and claims to not have used the service, I have issued a refund for monthly charges totaling $back to his credit card on fileHe could expect to see this refund in the next 3-business daysPlease let me know if I should respond using the link below or if you will reach out to *** directly to let him know the solution to his issue
Thank you both in advance,
***
________________________________
*** ***
Manager, Premium Membership Team
Morningstar, Inc
MorningstarIlluminating investing for years
+X XXX XXX-XXXX voice
Business Response /* (2000, 21, 2014/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks for refunding my charges
Business Response /* (1001, 14, 2014/07/30) */
From: *** ***
Sent: Tuesday, July 22, XXXX X:XX PM
To: *** ***
Subject: RE: Revdex.com Complaint
Hi ***,
Hope you're wellMy apologies for *** never receiving a response for this complaint*** *** signed up for a
trial online (a representative did not speak with him) on 8/5/which ran for days and expired on 8/19/Per the terms of use that are spelled out at the time of Premium registration, if we do not receive a cancellation call on or before the 14th day of the trial, your credit card will be billed for the payment plan you select during registrationOn 1/20/2014, months after the subscription began, we received a call from *** questioning the monthly credit card charges dating back to 8/We explained the terms of use at that time and that our phone number appears on every monthly statement making it easy to phone us should you need to discontinueAs a courtesy, we refunded one monthly charge in the amount of $back to his credit card and also offered him a discounted annual price of $($off) for the year as well as a month extension if he were to continue with the serviceHe said he'd give it some thought and give us a call backOur notes from that January conversation are below
1/20/"Called regarding charges on accountSaid that he didn't know he had the membership and is unsure how long he's been charged forExplained he signed up for a trial, which rolled into the monthly plan he selectedThat it is an ongoing monthly charge that appears on his statement each monthSaid that he thought it was a month and that he needed to call us to continueTold him that is not the case, that he selected the payment term and entered his cc infosaid he wanted to cancel and be issued refundtold him we would be able to issue refund for latest month because it just went through but we do not issue retroactive refundsAsked about applying past charges to future subtold him that is not possibleStarted talking about calling the Revdex.com and asked for my info, which I provided him with my name and the PMT numberSaid that he would be willing to continue with the service if we can work with himChecked with ***, offered $as well as a month extensionSaid he would think about that then call backCancelled for now and issued refund for latest charge."
2/12/"Received a letter from Revdex.comIn the letter, *** claims that when he signed up, the rep explained that we needed to enter his cc info to get him started but we wouldn't charge his card for anythingHe actually didn't speak with a rep when he signed up as he signed up on our websiteHe was billed monthly for a year and a half, with our phone number appearing on every monthly statement and never called to discontinue the serviceWe issued a refund for the latest monthly charge when he phoned us on Jan but did not issue an additional refund as the policy was explained in the terms of use that he agreed to when signing up."
Please let me know if you have any questions that I might be able to help you out with
Best regards,
***
________________________________
*** ***
Manager, Premium Membership Team
Morningstar, Inc
MorningstarIlluminating investing for years
+X XXX XXX-XXXX voice
+X XXX XXX-XXXX fax
***@morningstar.com
Consumer Response /* (3000, 17, 2014/08/04) */
The business has not communicated anything newThey have meagerly reproduced the discussion with their sales representative which was the root cause of filing this complaintGiven I never explicitly approved the monthly subscription and did not receive any statement etc for the charges they should refund what they have charged meThey should also look at the history of how many times I accessed their website during the "membership duration" and they will see that I barely used the website
Business Response /* (4000, 19, 2014/08/11) */
Revdex.com Complaint Case# *** (Ref#XX-XXXXXXXX-XXXXXXXX-XX-XXXX)
message
*** *** Mon, Aug 11, at 12:PM
To: "*** *** (***@chicago.Revdex.com.org)"
Cc: "***@chicago.Revdex.com.org"
Hi *** and ***,
Hope you're both doing well! I just wanted to reach out to you regarding Case#: XXXXXXXX for *** ***
Because he is looking for a refund, not an extension, and claims to not have used the service, I have issued a refund for monthly charges totaling $back to his credit card on fileHe could expect to see this refund in the next 3-business daysPlease let me know if I should respond using the link below or if you will reach out to *** directly to let him know the solution to his issue
Thank you both in advance,
***
________________________________
*** ***
Manager, Premium Membership Team
Morningstar, Inc
MorningstarIlluminating investing for years
+X XXX XXX-XXXX voice
Business Response /* (2000, 21, 2014/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks for refunding my charges