Nest, LLC

I can find only a single ticket in our ticketing system associated with the email address in the complaint. It is titled "2nd email" wherein the customer requested to have a coupon applied to their account or the account cancelled. The ticket was opened on the 13th and resolved on the same day. The...

customer was provided extra time in lieu of their coupon, as we do not have the ability to apply coupons to already active accounts. Two 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 12 times. My response to that is if they did, then I apologize they did not reach a person when they tried. We do have an answering service in the event that someone isn't able to pick up the phone. If 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 for. Every message left that has this information is ticketed, and no tickets other than the one previously mentioned currently exist for this email address.

Hello,The information provided does not match anything we have on record. If this is in fact fraud, then that is not unusual because a successful credit card transaction does not require a matching name or email address. We do regret that this has happened, and want to assure them that this was not...

intentional on our part. Online websites like ours are often used to test stolen billing information. In this situation, the most appropriate thing to do is this:Directly contact the business in question - their support team is usually able to be contacted quite easily. If they cannot assist, contact your financial institution letting them know of the unauthorized charge and that you have in fact contacted the business to try and resolve the situation. At that point they will ask you some information, and then they will initiate a chargeback. That will do two things: allow them to help identify other unapproved charges, and eventually return the money... which in turn will be automatically reflected on whatever account is associated with that billing information & cause it to be permanently terminated in our system.In this case, the customer has contacted us "the long way" and received confirmation that the associated account could not be located. The next step is to contact their financial institution.

We would like to know what the actual complaint is. Is 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:1. 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 result.2. The customer mentions in their ticket a router that they purchased - from us - for 200 some-odd dollars. We don't sell routers, but we do have affiliates that sell routers that come pre-configured with our service. Since they are not sold by us, we cannot issue a refund for them.3. We 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 refunded. Based 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 connecting. It will almost always be slower. Quite 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 from. In 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 end. Depending 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 decision... to make sure it's right for them. Luckily, 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.

[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 website. My 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[redacted]

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 provided. More 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 refund. In 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 told. Our 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.

Hello.  The customer was billed once for $58.49 USD on 01/24/2016.  We did not receive correspondence from the customer that the original refund did not go through.  Now that we know, we have issued a refund for the full amount (this was done on 05/09/2016). It generally takes 5-7...

business days for Credit Card refunds to appear on the customer's side.  We apologize for the issues.Thanks,IPVanish Support