Nest, LLC

We were able to locate a single ticket on April 23rd from the email address provided where the customer complained that they had been charged after cancellationFurther, they informed us that they were going to initiate chargebacks, contact their lawyer and the Revdex.comIt should be noted that they did NOT ask us to do anythingNonetheless, our agent proceeded under the assumption that we should at least begin the process of cancelling the account and addressing any refunds that needed to be madeIn order to provide information about the account or make changes to the account, we needed proof of ownershipOur agent requested proof of ownership in the form of the last digits of the credit card on fileFor customers that pay with credit card, this is required as per PCIFollowing these rules are what allow us to take credit card payments.The customer did not respond even after a and hour reminder, so the ticket was automatically closed by the systemThe customer has not contacted us since using the email address associated with this complaintIt should also be noted that if the customer had successfully initiated a chargeback against the account, the system would have automatically prevented further billing.The existing ticket [redacted] has been reopened and we have once again requested that the customer provide proof of ownership so that we can see the details of their account and make the necessary changes

[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:my reason for not responding I received the email from the business the day I reported them to Revdex.com I was advised by Revdex.com not contact said business therefore I didn't respond to said businesses email and yes regardless of what said business claims I sent emails requesting cancellation through said business websiteMy opinion that's the reason said business only allows emails through their website instead of having an email address a customer can use directly from their personal email.Yes as I was very frustrated with said business I did state in my final email I was reporting this company wherever I could I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, Gail R***

I can find only a single ticket in our ticketing system associated with the email address in the complaintIt is titled "2nd email" wherein the customer requested to have a coupon applied to their account or the account cancelledThe ticket was opened on the 13th and resolved on the same dayThe customer was provided extra time in lieu of their coupon, as we do not have the ability to apply coupons to already active accountsTwo days after the ticket was resolved, the customer left a negative CSAT feedback indicating that the issue had taken too long to resolve & that they had called timesMy response to that is if they did, then I apologize they did not reach a person when they triedWe do have an answering service in the event that someone isn't able to pick up the phoneIf a message is left with the contact information we request, then we DO contact customers back - but that again assumes they leave the information we ask forEvery message left that has this information is ticketed, and no tickets other than the one previously mentioned currently exist for this email address

[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 would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, Steve E [redacted]

[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 would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, Eric E***

We would like to know what the actual complaint isIs the customer dissatisfied with the service in general and meant to write a review, or were they dissatisfied with the lack of refund?Here's what we know:We can tell that the customer was experiencing slower than expected speeds, did not find the suggested troubleshooting effective, and then cancelled the account online as a resultThe customer mentions in their ticket a router that they purchased - from us - for some-odd dollarsWe don't sell routers, but we do have affiliates that sell routers that come pre-configured with our serviceSince they are not sold by us, we cannot issue a refund for themWe offer a 7-day money back guarantee to where customers can try the service and if they cancel within that time - either by contacting us or by cancelling online - then the initial purchase price is refundedBased on the complaint, I assume they chose not to take advantage of that prior to purchasing their new router.All I can say at this point is that a VPN is never going to give you the same exact speeds you had prior to connectingIt will almost always be slowerQuite literally, using a VPN for the Internet is like taking a detour with a car so that people can't figure out where you came fromIn so doing, you end up traveling a longer distance, adding more "intersections" to the route that you (and similarly your data) have to take to get from beginning to endDepending on your initial location and the location of the VPN server you are connecting to, that new route may have a greater impact on your speed than for others.The reason we offer a 7-day money back guarantee is so that the customer can test the service BEFORE making a permanent decisionto make sure it's right for themLuckily, even if they choose not to continue with our service, (assuming the customer did in fact purchase a Flashrouter or one from Sabai) the router can be configured with other VPN services

Hello,For this customer, there were only two signup attempts that were found with the customer's email address, and both showed as failed due to a problem with the information providedMore specifically, the error we saw was "Declined - AVS Mismatch." We do not have any option to issue a refund because there is no completed transaction that we can find with which to issue the refundIn this situation, I would recommend to the customer that if they continue to see the charges, that they contact their financial institution to find out what their options are, and to explain to them what they've already done + what they've been toldOur initial thoughts were that the customer was seeing a preauthorization charge (one for each attempt) which will remain until the customer's financial institution decides to remove it which usually ends up being about a week to a week-and-a-half

We can confirm this customer has successfully signed up for the product under a discounted monthly planFrom the email address provided, we can see that on March 31st they wrote in asking for help getting started and again on April 1stBoth times they were responded to, on the same day, with an
activation link and additional information on how to get startedI can only guess that the customer's email provider or automatic settings prevented delivery of our responses to their inbox.Given that there has been no usage on the account, we have granted the requestWe have submitted refunds for all of the transactions on the account and cancelled the account

The only charges we see were:$via credit card which was made on 2015-05-08:56: We have refunded this back to their credit card.$via *** which was made 2015-02-16:07: If he has not already, he will have to contact *** for a refund as we have no way to do it
since *** does not allow us to outside of days.If there was another transaction, please send details so I can investigate and try to resolve this issue Did they perhaps sign up using a different email address?For reference, here are the tickets this customer sent in - I have summarized each:6/1/- 15998Can’t connect6/1/- We replied asking for account verificationCustomer never responded back to us6/1/- 16018customer said they can’t connect - we saw the duplicate ticket and worked the issue from ***6/1/- ***This is all the customer stated in the ticket:-Questions/Comments: CANT GET ON TO EXTEND SERVICE6/1/- we replied asking for account verificationWe did not receive a replyWe followed up on 6/2/and on 6/3/15Customer replied on 6/4/- said they could not login - still did not provide account verification6/4/- customer replied with account verification6/4/- we replied and explained how to reset their password and that we would help them do that if they wanted us to6/1/- 16141Cannot connect6/1/- We replied asking for account verification, and we also provided instructions on how they could cancel if they chose to do sowe did not receive a replywe followed up on 6/2/and on 6/3/15Customer responded on 6/4/saying they could not login, but still did not provide account verificationwe replied asking for account verificationwe did not receive a replywe followed up on 6/6/15Customer never responded back to us6/1/- 16142Unable to login6/1/- We replied asking for account verificationCustomer never responded back to us

Hello,You were attempting to use a promotion that was designed to be only available one time per accountThere was literally no way to give you that same price again on the same account (our system prevents it's use a 2nd time) and this has been explained twiceNot only that, but we offered an
alternative way in which you might obtain that priceTowards the end when you could not get the price you wanted on your account, you quite literally asked the agent to cancel the account and refund the charge in it's entiretywhich we did due to the renewal being so recentThere is really not much else to say here other than it is very clear to us that you were clearly not understanding the reasoning behind our agent's repliesI can only offer our apologies and explain to our agents that it is important to try and explain our reasoning when someone clearly doesn't like the solution

On Sunday our support site was down, and did in fact redirect from our ticket system provider - Salesforce DESKThe customer was unable to contact us through the usual means as a result, and we apologize.We have very little say about how people use the Revdex.com system other than the knowledge that
people are more likely to use it to express dissatisfaction than they will if things are working wellWe do not encourage or discipline customers in the use of online forums to express their opinions because in the end, it's wasted effortThis complaint is a good example of thatReviews are another example - we have no ability at all to log in and respond to them.Two things can be done here: The customer signed up on the website and was promised a 7-day money-back guaranteeThey are within that timeframe and can simply initiate cancellation by logging into our website, and choosing the cancellation option at the bottom of the subscription pageIf they complete the cancellation process before this coming Sunday, a refund will be automatically processed by the systemAlternatively, they can contact us on our support site (it is back up and working) and provide both the email address listed in this Revdex.com complaint as well as the last digits of the credit card on file as proof of ownership (a PCI requirement for making changes to an account paid for with a credit card)

From our end, we can see an account registered with the email address, and a ticket submitted to support on April 30thThe customer requested that the account be cancelledThere was no mention of fraudPer our procedures and so that we are PCI compliant, we do have to ask for proof of ownership
This was requested in the response from the support team, to which there was no reply from the customerLooking at the account itself, there was minimal usage during the first few days & would suggest that someone tried out the service and then decided it wasn't for themThere was no usage after the 3rd day.We have cancelled the account, initiated the refund process, and blocked any further potential transactions from that specific payment methodIf it hasn't already been done, we strongly recommend the customer contact their financial institution and alert them if this account was in fact purchased without their knowledge

The customer signed up on 5/2/15, and they have renewed their services - they are months into their second year We do not offer phone support, but we have email support Our Support Team has continuously asked for information so they can help resolve the issue, but
the customer refuses to allow us to help unless we do it via phone. We are still more than happy to help this customer if they would allow us to do so via email

I am very sorry to hear that you are having trouble I found the ticket you submitted (***), and it looks like you may not have received some of our replies I'm going to get someone to try to respond again, and I'd like you to verify that you receive it From there, we will
do everything we can to help you get things up and running Again, I apologize for the trouble you are having Let's get this sorted out!

[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I have followed, in every aspect, the e-mail instructions, and the result was unsuccessful. The problem developed after a software update which apparently has a bug. Company apparently could care less.

01/28/17Case [redacted] The customer submitted ticket [redacted].  He provided the information he thought he signed up with, and we let him know we could not find an account.  The customer did not reply back to us.02/08/17Case [redacted]The customer submitted a new case ([redacted]).  He said...

that he had not received any service but paid for it.  We went back and forth with replies until we were finally able to locate the account which had a typo.  When the customer signed up, they had a typo in their email address -> [redacted].  We cancelled the account and also provided a refund on 02/12/17.

[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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Eric E[redacted]

We were able to locate a single ticket on April 23rd from the email address provided where the customer complained that they had been charged after cancellation. Further, they informed us that they were going to initiate chargebacks, contact their lawyer and the Revdex.com. It should be noted that they did...

NOT ask us to do anything. Nonetheless, our agent proceeded under the assumption that we should at least begin the process of cancelling the account and addressing any refunds that needed to be made. In order to provide information about the account or make changes to the account, we needed proof of ownership. Our agent requested proof of ownership in the form of the last 4 digits of the credit card on file. For customers that pay with credit card, this is required as per PCI. Following these rules are what allow us to take credit card payments.The customer did not respond even after a 24 and 48 hour reminder, so the ticket was automatically closed by the system. The customer has not contacted us since using the email address associated with this complaint. It should also be noted that if the customer had successfully initiated a chargeback  against the account, the system would have automatically prevented further billing.The existing ticket [redacted] has been reopened and we have once again requested that the customer provide proof of ownership so that we can see the details of their account and make the necessary changes.

[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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Steve E[redacted]