National Association of Professional Women

We are sorry that ***? *** *** has had a negative experienceShe did contact our offices, but did so well after our business hoursWe did receive her messages and responded to them by calling her first thing this morningShe did enroll with NAPW in 2015, and her membership was
canceled later that yearShe was renewed in error this year because we moved her data into a new system and her status was not correctly reflectedWe have issued a full refund, which should post to her account within two to ten business days, depending on the policies of her card issuer, and deactivated her entire profileHer billing information has been moved to an archive, which means that it is not accessible for any billingsAgain, we apologize for the error

Revdex.com:
I have reviewed the response made
by the business in reference to complaint ID#? ***, and have determined that my complaint has NOT been resolved because:
? I received no messages or emails in response to my complaint.?
?
?
?
?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
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Again, we are sorry that *** *** is unhappy with the situation; however, as we hav demonstrated, she chose to apply for membership, she was advised very clearly that there were fees involved for access to all but basic benefits, and she called to cancel only after she was informed by her company that they would not reimburse herIt was her responsibility to make sure that her company would sponsor her membership and under the circumstances, we did refund a substantial portion of her feeWe are responsible to other members and shareholders and cannot simply issue complete refunds without cause

This matter was resolved directly with *** *** on February **,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID#? ***, and have determined that my complaint has NOT been resolved because:
When I called they said "As a courtesy,? that gave me $refund, not? the $199" A courtesy? Really? You falsely charge customers and it's a "courtesy"? I spoke? with representative? "Maria" regarding emails/calls and then? hung up on me after I expressed I did not give verbal or electronic? approval.? She stated she could have the IT deptpull up the recording which I would LOVE to hear because I would not have authorized auto payI was trying it out no intentions of keepingRegardless, of calls or emails....this was NOT authorizedVery big flaw in their servicesThey disconnected with me twice when I calledWe went over the July *** email that states "Automatic renewals"......BUT I NEVER GAVE AUTHORIZATION TO BEGIN WITH SO THAT EMAIL DOESN"T MEAN ANYHING TO ME!!!! Because I never gave authorization, the payment would have never gone throughBut thank you for the "courtesy"!*** ***?
?
?
?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
?
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID#? ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
? I am not questioning the benefits that NAPW offers to its membersBut I do not wish to be a memberThere was no notice to my email *** that my account was renewing and, in fact, the credit card that I authorized them to use a year ago was expired? Once the charge appeared on my new credit card (not sure how they did that, but wow) I promptly notified the company (as they recognize, above) that I did not wish to renewRather then honoring my wishes, they gave me a hard sell (like the one above) and refused a refundThen, after minutes of my trying to reason and their and hard-selling, they agreed to a 50% refundThen, after more minutes of my trying to reason and their hard-selling they authorized a $refund but I'm still paying $for a membership that I expressly do not want.They used threatening language that if I pursued with the Revdex.com or my credit card company they would go back and charge me the full $againThat is not happening, they are blocked now with ***.What I wish from the Revdex.com:• Full credit of the remaining $membership fee for I did not use any of their benefits, I notified them promptly via email and phone call that I did not wish to renewThis should not be so difficult.• I am not sure what the laws are for a company like this, but it should not be this difficult to cancel a membershipThere's no "cancel" option on their web siteInstead, you have to call and go through a hard sell and, even as hard as I pushed, I was not able to get a full refundI am thinking of others, here - clearly they are bilking consumers with their aggressive auto-renew and hard to cancel policies.•Would love the Revdex.com to call as a consumer and experience their "customer service" as a consumer trying to cancel a membership.? Thank you
?
?
?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
?

This has been resolved directly with *** ***

Revdex.com:
Please note that some of the responses from this company are incorrectI did NOT receive information or email allowing me the opportunity to cancelI DID contact the email address I received from NAPW perks, of which I have a copy, and requested cancellation, back on OctoberI did NOT receive notification in November about cancellation.? I did NOT talk with a counselor on a second inquiry about the possibilities for cancellation.? I thought my initial request was sufficient.? I believe that the company has responded with some errors, but do appreciate the final result, the refund.I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
?

We are sorry that
*** *** experience with the NAPW has been less than ideal ??" we do strive
to provide our applicants with resources and benefits to enhance and improve
their lives, both personal and professional.? We encourage and expect our
members to avail themselves of those
benefits and to contact us with any
questions or problems regarding their membershipsMembers who do take the time
to explore and take advantage of the myriad resources available will find
tremendous value in being a member of the NAPW.Invitations to apply for
membership are sent to select professional women who are referred to us through
professional associations, industry and charity events, subscriptions to
professional publications and services and other members.? Invitees are free to respond with an
application or not ??" we do not make cold calls to potential membersApplicants for membership are
entitled to be treated with utmost respect and empathy, and every person on the
NAPW team is trained to work with applicants to explain the benefits and costs
associated with membership and to resolve any issues; however, there are
protocols and policies which must be followed.? These policies are companywide
and all of our team members are required to follow them.As our material states, there is no fee to apply
for membershipHowever, a password is required to access benefits like
seminars, local chapter meetings, other events and resources, which is issued
when an applicant purchases a membership.? With thousands of applicants to interview and consider, we do require
that applicants make their decisions at the time of the interviewWe prefer to
allocate our resources to providing better benefits and services to our
members.? Applicants are then required to go through an initial
enrollment interview*** *** completed an application for membership in NAPW.? On August **, 2015, NAPW contacted her and
conducted its initial enrollment interview.? During this telephone call our representative explained the annual costs
and benefits associated with membershipOne of the purposes of these
enrollment interviews is to determine what it is the applicant hopes to gain
from her membershipOur most comprehensive levels of membership, which include
myriad benefits like unlimited live seminars and webinars, discounts on courses
for continuing education requirements, networking, conferences, discounts and
other resources, are offered to each applicant and those who do wish to access
these things can choose to purchase that packageHowever, some applicants are
not interested in the educational benefits ??" which are the most costly
component of membershipSome of them are at different stages of life and have
budgetary concernsWe work with these applicants to find a level of membership
which provides them access to the resources they seek, while remaining within
their budgetsApplicants
who choose not to join as paid members are provided with an Initial Membership,
which allows them to have a listing on our website, attend a local meeting,
undergo a resumé review and analysis and receipt of our monthly newsletterIt
is our hope that by getting a chance to experience some of the benefits, they
will opt for full membership in the futureBecause
NAPW is a membership-based networking organization, the primary benefits at all
levels are found through our membership portal (***) as well as through our
face-to-face networking at our over Local Chapters nationwide,and our
virtual eChapter, which meets via a live meeting over the Internet.? Additionally, through our online portal,
members are able to access ancillary benefits provided by our business
partners.? *** *** chose to purchase a membership and a total of $ was billed to
her card.? ? All of the benefits for that
level were explained to her, as well as the fact that our membership sales are
finalHer login information was dispatched to her by e-mail, which is the one
for her business, not this oneAdditionally, our Membership Services Team
called her the next day to give her a tour of the website and instructions on
how to access her online benefits and render any other assistance she might
need to make the most of her membershipAs she was not available to answer
that call, a message was left on her voicemail and a detailed email with
contact information for her Membership Services Team member was provided*** *** did contact us on September *, 2015, complaining that her company would
not reimburse her for the membershipWe assume that anyone who submits an application for
membership has explored the NAPW to see what we are about and they
are ready to make a decision about joining the organization, including
determining if her company will sponsor her membershipOur representative did
explain to her that as all sales were final a full refund was not possible, but
as we understand her situation, we would refund all of her fee, less the
services for which we had already paid, which is the minimum Basic Membership
fee, but that we would leave all of benefits for her original membership fully
intact.? She seemed to be satisfied with
this resolution? She filed this
complaint on October **, 2015, claiming that she was still looking for a refund
of $? The only conclusion
we can come to is that *** *** added the credits we issued, for a
total of $to the amount billed, which was $??" however that only
totals $1077.00, not $1176.00.? The net
amount charged to her card is only $We
consider this case resolved

THis case was resolved directly with the memberThere was a misunderstanding when we called to invite her to upgrade her membershipShe declined the upgrade, assuming that this would cancel her membershipa full refund has been issued.?

We are sorry that *** ? ***? experience with the NAPW has been less than ideal ??" we do strive to provide our members with resources and benefits to enhance and improve their lives, both personal and professional.? We encourage and expect our members to avail themselves of
those benefits and to contact us with any questions or problems regarding their membershipsMembers who do take the time to explore and take advantage of the myriad resources available will find tremendous value in being a member of the NAPW? *** authorized the September **, charge reflecting her annual membership dues.? During her initial enrollment interview, our representative went over the membership, beginning with the most comprehensive package ??" part of the goal of the interview is to determine the best package to fit the member’s goals and budgetWe want them to get the maximum benefits for the money, which is why they offer the options in the order they do*** ***? selected our Basic membership, which is normally a six month membership, but which was extended AS A COURTESY for an additional six months at no additional chargeThis was made absolutely clear Our representative also explained that NAPW uses an automatic renewal process, designed to protect *** ***’s enrollment in and uninterrupted access to the benefits provided by NAPW and its business partners.? Prior to concluding the interview, our representative specifically informed *** *** that her annual membership would automatically renew on the anniversary of her enrollment, which was September **, 2016.? *** *** had the opportunity to opt out of our automatic renewal program at that timeShe was also advised to review the terms and conditions which were in place at the time and which are on our websiteA copy of those are attached here? NAPW employs a comprehensive call recording and auditing function.? Our staff reviews the recording of each completed interview for multiple compliance points, including that the representative explained the automatic renewal process as described aboveAs part of our investigation into this case, we reviewed that call again and ***? ? ***? was made completely aware of these points at the timeThis interview is available for review if required ? During the initial enrollment interview, our representative explained that *** *** would receive an email containing login information for access to our members’ portal.? She waited on the phone until *** *** confirmed that she had received the email The next morning, as promised, our Membership Services Team called *** *** to welcome her to the organization, assist her with logging in and accessing her member benefits, creating her professional profile and answering any other questions or concerns she might haveShe was unavailable, so our representative left a detailed message for her, which was followed up with a confirmation email with important links, requesting that *** *** contact her directly to go over her membership at any timeHer direct contact information was provided in this email as she was assigned to be *** ***’s representative for the duration of her membership*** *** could have contacted this representative at any time for assistance with her benefits or to change the status of her membershipA copy of that email, with its date stamp, is attached ? In addition, NAPW made available to *** *** a comprehensive membership services staff, which is qualified to field all inquiries and would have been able to work with her had she elected to opt out of her automatic renewal (or any other questions she may have had).? NAPW publicizes the availability of this staff through multiple dedicated pages ? Each of these pages publishes the contact telephone numbers and email addresses, and provides a convenient form which this member could have submitted at any time if she wished to engage our staff for any reason, including opting out of her automatic membership renewal? From day one of *** ***’s enrollment with NAPW, we communicated via email using the address she provided: *** ??" this is the same address listed on this complaint.? Email was clearly the primary communication channel, by which ** *** received her monthly newsletters and numerous other organizational announcementsWell before it was processed, NAPW sent ***? ? *** a courtesy reminder of her upcoming renewal transaction to the email address mentioned aboveA copy of the first email is attached ? We have reviewed all of our records.? *** *** did not contact us to cancel her scheduled renewal prior to processing, as required by our Terms & Conditions, so her renewal was processed as she previously authorized.? ? *** *** did contact us on September **, and spoke to one of our Member Services representatives who explained why her membership was renewedOur representative was respectful and patient with *** *** advising her that the recorded call would refute *** ***’s claims that she was told nothing about her membership renewal or the fact that the membership was extended for six monthsA refund of the majority of her membership fee was refunded to *** ***, less the costs we incurred for renewing her benefits with outside providers from whom refunds are not available.? This is why we send multiple reminders of the automatic renewal and ask that our members have the courtesy to advise us if they do not wish to renew ? As per her conversation with our membership services representative, we have issued a credit to ***’s account and we have also deactivated her membership, so that it is now expired and inactiveThese credits should appear on her account statement within two to ten business days, depending on the policies of her card issuer? We feel that *** *** is presenting an inaccurate view of the events which took place and that we have issued her the maximum refund to which she is entitled under these circumstances.? ?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolvedMy bank records are online and revised dailyNaturally, I checked them before writing to Revdex.com at each stage of this complaintRather than simply issuing the full refund immediately when I cancelled the membership on 10/**, as any professional organization would normally do, this company took four Revdex.com complaints (all within this one file) and four weeks to issue a full refundThey wrote verbose responses each time hoping the Revdex.com would not press them further or hoping I would not notice that they had not issued a full refund or perhaps hoping that I would lose interest and drop the complaintThank you, Revdex.com for your assistance with this matterI really appreciated the service you provided and I hope there is now a good template on file in case other consumers have similar complaints with NAPW and their predatory membership practicesSincerely
*** ***
?

We are sorry that *** ***s experience with the NAPW has been less than ideal ??" we do strive to provide our members with resources and benefits to enhance and improve their lives, both personal and professional.? We encourage and expect our members to avail themselves of those benefits
and to contact us with any questions or problems regarding their membershipsMembers who do take the time to explore and take advantage of the myriad resources available will find tremendous value in being a member of the NAPW? We are NOT a scamWe do not cold call potential members*** *** made a choice to complete and submit an application for membership in November During her initial enrollment interview, our representative went over the membership, beginning with the most comprehensive package ??" part of the goal of the interview is to determine the best package to fit the member’s goals and budgetWe want them to get the maximum benefits for the money, which is why they offer the options in the order they do*** *** selected the Introductory membershipIt expired in November ? Unless a member request otherwise, we do not remove a member profile from our rolls or website as a courtesy ??" members may wish to renew and we continue to send emails to announce membership activities to all active and inactive members.? We have never received any requests from *** *** until last monthShe called us on November **, We deactivated her account and left a couple of messages for her to call us backWe also sent her an email to confirm this? Unfortunately, until the link to her profile on any search results for her name ages out, the link will take anyone to a NO RESULTS pageThere is nothing more that we can do as we do not control the search engines or their history ? We take the claim that a member was "scammed" or that a charge was unauthorized very seriously.? ? ? We are also deeply angered by the claims that NAPW takes advantage of women whenever someone forgot about the terms to which she agreed or failed to use her membership and wants us to bear the financial burden of her oversight ? NAPW provides an amazing value for the membership fee? Included in ALL memberships levels are webinars, seminars, discounts, perks, online networking access and in-person chapter affiliation as well as a myriad of other benefits? Our organization is growing, expanding and moving forward through numerous initiatives, strategic alliances and corporate affiliations; offering members additional avenues to ASPIRE, ACHIEVE and CONNECT? ? Every member of? NAPW's management team works diligently to deliver maximum value to our members, and any claim that someone was "scammed" is? demonstrably false.? We currently have almost a half-million satisfied members, all of whom are free to use our online networking portal,? which gives our members? more connectivity options and far more ability to promote themselves than other networking sites.? We have over local chapters across America, in which tens of thousands of our members get together to take their online experience into the real world and create incredible connections with other professional womenThese local chapters are constantly? implementing new ways for the local members to interact? We encourage of our members to join all of the chapters in their area - this gives them more opportunities to attend events that fit their busy schedules and widens the circle of local women with whom to network? Additionally, we? are constantly providing and working to upgrade the secondary benefits such as free? or discounted? continuing education through leading providers like? Lorman Education and National Seminars Group; shopping and other discounts through a number of partnerships, including exclusive sponsors like Lenovo, one of the world's largest computer suppliers; and interesting topical content provided through our social media and other outlets.? Again, our entire team is working hard every single day to build these partnerships, identify and create content, and make greater benefits available to our members ? We were rated within the top Best Websites for Women in Forbes Our corporate partners include prestigious and well-known brands like Lincoln Motor Company, AT&T, Baccarat, the Ritz Carlton, and Disney.? Internationally prominent women, like *** *** *** ***? and *** *** have been featured speakers at our conferences ??" each sharing her journey in building her reputation as a prominent business figure.? *** *** is our President and National SpokeswomanThese are women to whom integrity matters and they would have no part of the NAPW if we were any kind of scam? Quite frankly, there are negative comments on any and everythingIconic brands such as *** *** *** *** * ***? ??" even local restaurants ??" receive complaints and criticism from customers who were not happy with a product or serviceHowever, despite those opinions, millions of us continue to shop at ***’s, buy ***s cars and purchase *** products again and againAs professionals, if we all believed everything we see on the Internet was true, rather than informing ourselves and making our own judgments, we would all view the business world very negatively.? ? ?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID#? ***, and have determined that my complaint has NOT been resolved because:
I do not wish to be associated with this organization in anyway An additional year extension is not requested by me or accepted I prefer to have my account closed and all future correpondenced ceased immediately The services are excessive to my needs and the constant email is harassment Close my account and put me on a do not call or email list Thank you.In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
?

We are sorry that*** *** experience with the NAPW has been less than ideal ??" we do striveto provide our applicants with resources and benefits to enhance and improvetheir lives, both personal and professional.? We encourage and expect ourmembers to avail themselves of those benefits and to
contact us with anyquestions or problems regarding their membershipsMembers who do take the timeto explore and take advantage of the myriad resources available will findtremendous value in being a member of the NAPW.? Invitations to apply formembership are sent to select professional women who are referred to us throughprofessional associations, industry and charity events, subscriptions toprofessional publications and services and other members.? Invitees are free to respond with anapplication or not ??" we do not make cold calls to potential members? As our material states, there is no fee to applyfor membershipHowever, a password is required to access benefits likeseminars, local chapter meetings, other events and resources, which is issuedwhen an applicant purchases a membership.? We assume that anyone who submits an application for membership hasexplored the NAPW to see what we are about and they are ready to make adecision about joining the organizationWith thousands of applicants tointerview and consider, we do require that applicants make their decisions atthe time of the interviewWe prefer to allocate our resources to providingbetter benefits and services to our members.? Applicants are then required togo through an initial enrollment interview? Applicants for membership areentitled to be treated with utmost respect and empathy, and every person on theNAPW team is trained to work with applicants to explain the benefits and costsassociated with membership and to resolve any issues; however, there areprotocols and policies which must be followed.? These policies are companywideand all of our team members are required to follow them.? ***
*** completed an application for membership in NAPW.? On September **, 2015, NAPW contacted her andconducted its initial enrollment interview.? During this telephone call our representative explained the annual costsand benefits associated with membershipOne of the purposes of these enrollmentinterviews is to determine what it is the applicant hopes to gain from hermembershipOur most comprehensive levels of membership, which include myriadbenefits like unlimited live seminars and webinars, discounts on courses forcontinuing education requirements, networking, conferences, discounts and otherresources, are offered to each applicant and those who do wish to access thesethings can choose to purchase that packageHowever, some applicants are notinterested in the educational benefits ??" which are the most costly component ofmembershipSome of them are at different stages of life and have budgetaryconcernsWe work with these applicants to find a level of membership whichprovides them access to the resources they seek, while remaining within theirbudgets? Applicantswho choose not to join as paid members are provided with an Initial Membership,which allows them to have a listing on our website, attend a local meeting,undergo a resumé review and analysis and receipt of our monthly newsletterItis our hope that by getting a chance to experience some of the benefits, theywill opt for full membership in the future? BecauseNAPW is a membership-based networking organization, the primary benefits at alllevels are found through our membership portal (www.napw.com) as well as through ourface-to-face networking at our over Local Chapters nationwide.? Additionally, through our online portal,members are able to access ancillary benefits provided by our businesspartners.? ? *** *** was also advised that it might take to businesshours for her profile to be available on our websiteShe joined on aFriday.? ? Our business hours are between9:AM and 5:PM Monday through Friday ET, so if she called during theweekend, of course she would not reach anyoneOur phone greeting makes thisclear.? *** *** was contacted on Monday, and as she was less thanpolite, refusing to accept that she bore any responsibility for not researchingthe NAPW before joining because she wanted something for nothing, that she didnot pay attention to the information which was provided to her regarding theavailability of her profile and that she was angry because we were not availableoutside of business hours.? We take the claim that a member was "scammed" or that acharge was unauthorized very seriously.? ? ? We are also deeplyangered by the claims that NAPW takes advantage of womenNAPW provides an amazing value for themembership fee? Included in ALL memberships levels are webinars,seminars, discounts, perks, online networking access and in-person chapteraffiliation as well as a myriad of other benefits? Our organization isgrowing, expanding and moving forward through numerous initiatives, strategicalliances and corporate affiliations; offering members additional avenues toASPIRE, ACHIEVE and CONNECT? ? Every member of? NAPW's management team works diligently todeliver maximum value to our members, and any claim that someone was "scammed"is? demonstrably false.? We currently have almost a half-millionsatisfied members, all of whom are free to use our online networkingportal,? which gives our members? more connectivity options and farmore ability to promote themselves than other networking sites.? We haveover local chapters across America, in which tens of thousands of ourmembers get together to take their online experience into the real world andcreate incredible connections with other professional womenThese localchapters are constantly? implementing new ways for the local members tointeract? We encourage of our members tojoin all of the chapters in their area - this gives them more opportunities toattend events that fit their busy schedules and widens the circle of localwomen with whom to network.? Additionally, we? are constantly providing and working toupgrade the secondary benefits such as free? or discounted? continuingeducation through leading providers like? Lorman Education and NationalSeminars Group; shopping and other discounts through a number of partnerships,including exclusive sponsors like Lenovo, one of the world's largest computersuppliers; and interesting topical content provided through our social mediaand other outlets.? Again, our entire team is working hard every singleday to build these partnerships, identify and create content, and make greaterbenefits available to our members? We were rated within the top Best Websites for Women in ForbesOur corporate partners include prestigious and well-known brands like*** *** ***, ***, ***, *** *** ***, and ***.? Internationally prominent women, like ***
***, *** *** and *** *** have been featured speakers at ourconferences ??" each sharing her journey in building her reputation as aprominent business figure.? Star J*** isour President and National SpokeswomanThese are women to whom integritymatters and they would have no part of the NAPW if we were any kind of scam.? Quite frankly, there are negative comments on any and everything.Iconic brands such as ***, *** ***, *** * *** ??" even localrestaurants ??" receive complaints and criticism from customers who were nothappy with a product or serviceHowever, despite those opinions, millions ofus continue to shop at ***, buy *** cars and purchase *** productsagain and againAs professionals, if we all believed everything we see on theInternet was true, rather than informing ourselves and making our ownjudgments, we would all view the business world very negatively.? ? *** *** fee was refunded to her as she changed her mind and contactedus within three days of becoming a member? We consider this issue to be resolved.? ? ?

We are sorry that *** ***’s experience with the NAPW has been less than ideal ??" we do strive to provide our members with resources and benefits to enhance and improve their lives, both personal and professional.? We encourage and expect our members to avail themselves of those benefits and
to contact us with any questions or problems regarding their membershipsMembers who do take the time to explore and take advantage of the myriad resources available will find tremendous value in being a member of the NAPW? *** *** claims that she deserves a full refund because contacted us in October to cancel her membershipWe have searched our phone records and all of our email addresses, as well as our logs of live interactions with membersWe cannot find anything from *** *** before her email of January *, ? We keep logs of any and all contact with any member ??" events are noted in the member account profileAll refunds are automatically updated in that profile, as well as our transaction processing systemThere are no records of her contacting us, not in her profile nor in the transaction log, or in the daily register of any members who contact us about their membershipWe have reviewed these logs from the date of her enrollment and can find no record of *** *** contacting via email, our website or by phone until after her membership renewedOur phone system logs every number from which an incoming call is received and to any number dialed out ??" we have searched those logs for all calls to and from the number *** *** shows here, as well as the phone number from which she called the other day ? *** *** authorized the December ***, charge reflecting her annual membership dues.? During her initial enrollment interview on December *** 2016, our representative went over the membership, beginning with the most comprehensive package.? Part of the goal of the interview is to determine the best package to fit the member’s goals and budget in order to provide the maximum benefits for the money, which is why they offer the options in the order they do*** *** selected our Basic membership? Our representative also explained that NAPW uses an automatic renewal process, designed to protect *** ***’s enrollment in and uninterrupted access to the benefits provided by NAPW and its business partners.? Prior to concluding the interview, our representative specifically informed *** *** that her annual membership would automatically renew on the anniversary of her enrollment*** *** had the opportunity to opt out of our automatic renewal program at that timeShe was also advised to review the terms and conditions which were in place at the time and which are on our websiteA copy of those is attached here? During the initial enrollment interview, our representative explained that *** *** would receive an email containing login information for access to our members’ portal ? *** *** contacted our Profile Specialist that same day to make sure that her information was accurateThey went over the details and ? The next weekday morning, as promised, our Membership Services Team called *** *** to welcome her to the organization, assist her with logging in and accessing her member benefits, creating her professional profile and answering any other questions or concerns she might haveShe was unavailable, so our representative left a detailed message for herThis was followed up with a confirmation email with important links, requesting that *** *** contact her directly to go over her membership at any timeThe direct contact information for the Member Specialist was provided in this email as she was assigned to be *** ***’s representative for the duration of her membershipA copy of that email and the confirmation of delivery is attached *** *** could have contacted this representative at any time for assistance with her benefits, discussed any problems or issues or change the status of her membership ? In addition to the Member Specialist who was assigned to her on December ***, 2016, NAPW made available to *** *** a comprehensive membership services staff, which is qualified to field all inquiries and would have been able to work with her had she elected to opt out of her automatic renewal (or any other questions she may have had).? NAPW publicizes the availability of this staff through multiple dedicated pages ? Each of these pages publishes the contact telephone numbers and email addresses, and provides a convenient form which this member could have submitted at any time if she wished to engage our staff for any reason, including opting out of her automatic membership renewal? From day one of *** ***’s enrollment with NAPW, we communicated via email using the address she provided: ***? ??" this is the same address listed on this complaint.? Email was clearly the primary communication channel, by which she received numerous organizational announcementsAll of these contain contact information for members who have questions or need assistanceWe also reach out several times throughout the year? On November ***, an email reminding *** *** of her upcoming renewal was delivered to her ***,the? email address provided by her, as promised at the time of her enrollment*** *** could have responded to that message and requested that her membership not renew ? We have reviewed all of our records*** *** did not contact us to cancel her scheduled renewal prior to processing, as required by our Terms & Conditions, so her renewal was processed as she previously authorized.? Had she contacted us prior to that, we would have been happy to discontinue her membershipHaving no knowledge of her desires, we made no changes to her account ? *** *** did contact us on, January ***, via emailShe also called us and left a message on late on, January ***, We have left a message for her to return the call so that we could explain to her why her renewal was processed and resolve the matterRather than giving is this opportunity ??" she chose to make a public complaint on the Revdex.comShe never replied.? ? This was a legitimate and authorized renewal as can be seen by the attached documentation, which include the various emails we sent inviting her to call us about her membership, the reminder that was sent to her about her renewal and the terms and conditions in effect at the time or *** ***’s enrollmentThese clearly state that members need to contact us BEFORE the scheduled renewal in order to cancel the pending transactionThis is why we send those reminder emails as a courtesy ? *** *** received the email according to our records; she contacted us after the renewal was processedWe are accountable to shareholders and must follow the specific criteria to issue refunds*** ***’s reasons did not meet these criteriaOur team are required to explain, in detail, why her card was charged and what may happen should disputes be filedAs we can undoubtedly demonstrate that the charge was indeed authorized, she would not win any dispute; therefore, we try to work with members to resolve these issues and they often blame us, unfairly, because they have not used the membership and forgot that it was set to renew Any member who contacts our department is treated with courtesy and we try to resolve any issues within the parameters of our policies and protocolsHowever, people are often disappointed that we cannot grant their wishes without questionMembers who request refunds and whose situations meet the criteria are immediately refunded? As a courtesy, we have issued a full credit to *** ***’s account, but we cannot allow her accusations and claims to stand unchallenged.?

This was a misunderstanding - *** *** was not contacted to renew her membership six months agoShe was invited to upgrade itWhen she declined this offer, she assumed that she canceled her membership - our representative assumed that she declined the offerThis was resolved directly with ***
*** today

We are sorry that *** ***’s experience with the NAPW has been less than ideal ??" we do strive to provide our members with resources and benefits to enhance and improve their lives, both personal and professional.? We encourage and expect our members to avail themselves of those benefits and
to contact us with any questions or problems regarding their membershipsMembers who do take the time to explore and take advantage of the myriad resources available will find tremendous value in being a member of the NAPW? *** *** authorized the October **, charge reflecting her annual membership dues.? During her initial enrollment interview, our representative went over the membership, beginning with the most comprehensive package ??" part of the goal of the interview is to determine the best package to fit the member’s goals and budgetWe want them to get the maximum benefits for the money, which is why they offer the options in the order they do*** *** selected our Preferred membership? Our representative also explained that NAPW uses an automatic renewal process, designed to protect *** ***’s enrollment in and uninterrupted access to the benefits provided by NAPW and its business partners.? Prior to concluding the interview, our representative specifically informed *** *** that her annual membership would automatically renew on the anniversary of her enrollment, which was October **, 2016.? *** *** had the opportunity to opt out of our automatic renewal program at that timeShe was also advised to review the terms and conditions which were in place at the time and which are on our websiteA copy of those is attached here? During the initial enrollment interview, our representative explained that *** *** would receive an email containing login information for access to our members’ portal.? The next morning, as promised, our Membership Services Team called *** *** to welcome her to the organization, assist her with logging in and accessing her member benefits, creating her professional profile and answering any other questions or concerns she might haveShe was unavailable, so our representative left a detailed message for her; which was followed up with a confirmation email with important links, requesting that *** *** contact her directly to go over her membership at any timeHer direct contact information was provided in this email as she was assigned to be *** ***’s representative for the duration of her membership*** *** could have contacted this representative at any time for assistance with her benefits or to change the status of her membershipA copy of that email, with its date stamp, is attached ? In addition, NAPW made available to *** *** a comprehensive membership services staff, which is qualified to field all inquiries and would have been able to work with her had she elected to opt out of her automatic renewal (or any other questions she may have had).? NAPW publicizes the availability of this staff through multiple dedicated pages ? Each of these pages publishes the contact telephone numbers and email addresses, and provides a convenient form which this member could have submitted at any time if she wished to engage our staff for any reason, including opting out of her automatic membership renewal? From day one of *** ***’s enrollment with NAPW, we communicated via email using the address she provided: ***??" this is the same address listed on this complaint.? Email was clearly the primary communication channel, by which ** *** received her monthly newsletters and numerous other organizational announcementsWell before it was processed, NAPW sent *** *** a courtesy reminder of her upcoming renewal transaction to the email address mentioned aboveA copy of the first email is attached as part of the email ? Our email server report, which shows the date that email was sent and the fact that it was opened by someone at that email address, is included in that document? We have reviewed all of our records.? *** *** did not contact us to cancel her scheduled renewal prior to processing, as required by our Terms & Conditions, so her renewal was processed as she previously authorized.? ? *** *** did contact us on October **, and spoke to one of our Member Services representatives who explained why her membership was renewedShe issued a refund of the majority of her membership fee, less the costs we incurred for renewing her benefits with outside providers from whom refunds are not availableThese charges are incurred automatically at the time that the renewal is processedThis is why we send reminders of the automatic renewal and ask that our members have the courtesy to advise us if they do not wish to renew ? As a courtesy, we have issued an additional credit to *** ***’s account and we have also changed the status of her membership so that it does not renew in the future unless she requests to do soWe also invited her to contact us so that we can assist her in maximizing the benefits which will be available to her until next October? Members who do take advantage of these resources find that they are of very real value in advancing their success? ?

Ms deBrito is incorrectShe was billed WITH AUTHORIZATION, for her initial membership fee of $on December **, She was also advised of and approved of the Profile set up fee of $99.00, which was billed on December **, 2014.We billed *** ***'s renewal fee of $on December *, 2015, which we refundedThere were no other charges billed to her card.? *** *** is entitled to her own opinion, but not her own facts? This issue is resolved.? ? We cannot refund fees which were billed over a year ago and which were authorized

While we regret that *** *** was not happy with her membership, she never contacted us to discuss it until eighteen months after her enrollmentContrary to her claims, our renewal policies are explained over the phone, shown on our website (copy of those in effect at the time of her enrollment
are attached) and make every reasonable effort to remind members of the renewalWe did cancel her membership in September We did not refund her renewal fee from the prior March, as it was six months after the renewal and ineligible for a refundWe do ask our members the courtesy of advising us as soon as possible if they do not wish to continue membershipComponents of the member benefits are provided by outside vendors, services for which we pay a full year’s fees at the time of the renewalThese fees are not refundable to us*** *** authorized the March *, charge reflecting her annual membership dues.? During her initial enrollment interview, our representative went over the membership, beginning with the most comprehensive package ??" part of the goal of the interview is to determine the best package to fit the member’s goals and budgetWe want them to get the maximum benefits for the money, which is why they offer the options in the order they do*** *** selected the Basic membershipThe acceptance of enrollment constitutes a verbal contract with a new member.Our representative also explained that NAPW uses an automatic renewal process, designed to protect *** *** enrollment in and uninterrupted access to the benefits provided by NAPW and its business partnersPrior to concluding the interview, our representative specifically informed *** *** that her annual membership would automatically renew*** *** had the opportunity to opt out of our automatic renewal program at that time.Additionally, a member of our VIP committee contacted *** *** on June **, to invite her to upgrade her membershipThough *** *** declined that offer, our representative did go over some specifics about her membership and invited her to contact Membership Services with any questions or if she needed assistance Throughout the term of her membership, NAPW made available to *** *** a comprehensive membership services staff, which is qualified to field all inquiries and would have been able to work with her had she elected to opt out of her automatic renewal (or any other questions she may have had).? NAPW publicizes the availability of this staff through multiple dedicated pages.? Each of these pages publishes the contact telephone numbers and email addresses, and provides a convenient form which this member could have submitted at any time if she wished to engage our staff for any reason, including opting out of her automatic membership renewalShe also had the specific contact information of one of our team membersFrom day one of *** *** enrollment with NAPW, we communicated via email using the address she provided: ***Email was clearly the primary communication channel, by which *** *** received her monthly newsletters and numerous other organizational announcements.? A postcard reminder was mailed at the end of January 2016, to the address provided by her at the time of enrollment, which is the same as the one provided hereAdditionally, well before it was processed, NAPW sent *** *** a courtesy reminder of her upcoming renewal transaction via email.However, this contact information is different than that which is provided in the complaint, so we conclude that at some point, *** *** movedWe do ask our members to keep us up to date with their contact information, but *** *** declined or forgot to do so.We have reviewed all of our records.? *** *** did not contact us to cancel her scheduled renewal prior to processing, as required by our Terms & Conditions, so her renewal was processed as she previously authorized.? Her contention that we were not authorized and did not advise her is untrue she was informed of the policy at the time of her enrollment and we did communicate with her in multiple ways before her renewal to remind her of it.*** *** did contact us on September *, to cancel her membershipWe called her and left messages on September *** *** *** *** *** requesting that she return our callWe did cancel the automatic renewal at that timeOur policy is that we must verbally confirm the member information before making any major changes to the member accountThis is to protect the security and privacy of our members, which is also why we do not offer the option of processing any transactions through our website.*** *** did not return our callsShe did contact us on January ***, (yesterday) sending three emails after PM ET, when we are closedWe were unable to respond to her until this morning, January **, and sent her an email that her membership would expire out.Her account has been closed and her profile deactivated.Tell us why here