NetWorth Services, Inc.

The following is the NetWorth Services, Inc response to the Response Letter submitted by [redacted] on March 14, 2016:NetWorth would like to respond to Ms. [redacted]’s accusations that we did not respond to her complaints until we were contacted by the Revdex.com.  As I stated to Ms [redacted] on our phone call, we did not receive the letters that she said she mailed to our offices and we did not receive the emails that she said she sent, therefore, it wasn’t until we received the letter from the Revdex.com that we were notified that there was a problem.  Upon learning of that problem, I phoned Ms. [redacted] the very same day.  NetWorth is known for our exemplary customer service and attention to our customers.  We would never just ignore a customer who had signed up for an annual subscription instead of a monthly subscription by accident.  The numerous apologies that were made to Ms. [redacted] was not a reference to numerous occasions, but was a reference to the phone conversation that I had with her, apologizing numerous times for not knowing that she had a problem that was going on for a period of time.  Even though we didn’t know, I was still apologizing for the bad experience.  I would also like to state that at no time did I or anyone else from NetWorth Services belittle Ms. [redacted] or call her a liar or any other names.  It is unfortunate that Ms. [redacted] feels that occurred in the process of my trying to help her.  I must disagree with Ms. [redacted]’s account, she did in fact ask that all charges be refunded stating that she was just a regular investor and didn’t know what she was doing.  I was willing to refund her for the months that she mistakenly signed up for, but then she told me that she had already contacted her credit card company to dispute the charges.  As of today, we refunded her the $78.01 difference that she referenced in her Response Letter that she was still owed.I hope that this matter can be closed and considered as resolved. Thanks, Marisa

Because there are only two options (accept or reject), I am

choosing reject so that the complaint is not archived as a satisfactory

resolution.

I see a pattern here. There was no response to my multiple communications until

I contacted the Revdex.com, and then I received the bizarre

response that I have already documented.

There was no response by the company to the Revdex.com's follow-up

communications until the Revdex.com sent me a message indicating that the file was

closed, and presumably that message also went to NetWorth, and finally there is

a response. Again, a bizarre one.

Numerous apologies? Hardly. I was belittled and called a liar.

I asked for all charges to be refunded?

I am dumbfounded by that statement. I never even suggested that all charges be

refunded.

I am happy to pay for what I received. The service was extremely useful to me

on the several days in October that I used it. (Not November, as the company indicates)

In my last communication with the Revdex.com, I explained this in detail.

As to the rest:

My credit card company did credit my account for the two months, and I have

recently contacted them to object to the final recurring charge of $279 that appeared

on my most recent statement (it posted prior to being stopped by the

company). I assume that this also will not be contested. Of course I did not expect the company to run a credit when I had contested the charge, and the assertion that I was unhappy about that makes no sense. My immediate response was to say that I understood. No reasonable person would expect a double credit.It is offensive to suggest that I have been using the service for these past months without paying for it. 'We also have no idea how many transactions she has run in the three month period." Really?

At this point I have paid $558 - two monthly recurring charges of $279 - and I

am told that the fee for a single month of use - not a monthly annual

subscription - is $479.99. Had my initial communication in November - or any of

my later communications, which the company asserts are lies - received a reply, this would have been long since

resolved.

So be it.

Having no further contact with this company is definitely worth the overage.

The following is the NetWorth Services response to the complaint: On February 22, 2016, NetWorth received a letter from the Revdex.com in regards to a compliant filed by [redacted].  Prior to that letter, we had never been contacted by Ms. [redacted] by phone, email or mailed letter.  Upon...

receipt of the compliant, I called my [redacted] to discuss the situation with her, because I wanted to get the full story of her problem as well as offer her a solution.  She explained to me that she in November of 2015, she had gone on our website and signed up for our monthly subscription, where a payment of $279.00 is charged each month, with a one year commitment.  She said that she didn’t realize that she signed up for auto pay and she wanted all of her money refunded.  I first explained to her that the when you click “Buy Now” on the Netbasis website, you get our transaction package, which is below:  She claimed that she didn’t see/understand what she was choosing.  So even though this didn’t make any sense to me, I apologized numbers times for her experience and attempted to find a solution for her.  I told her that I would immediately cancel the $279.00 auto pay (which I did).  Then I told her that even though we were never contacted by her to let us know about the problem, I would be willing to refund 2 of the three remaining months (she was conceding to paying for the first month).  She didn’t agree with that, she said that she went online and got our mailing address and sent us 2 letters (which we never received) and sent an email (which we also didn’t receive).  I asked if she went online to our website, why didn’t she call our office or customer service line to speak with a live person, even if it was in addition to the letter and email and she couldn’t answer that question.  Then she disclosed that she had already contacted her credit card company to get the money reimbursed to her.  I told her that I was willing to do that but if her credit card company was going to do a reverse charge then I couldn’t also give her a refund.  I told her that I had to wait to see what her credit card company was going to do.  She wasn’t happy with my response.  I then asked her if she would be willing to remove the Revdex.com complaint because we had no idea that she was having an issue.  She refused unless I refunded all of her money back to her.  We also have no idea how many transactions she has run in the three month period.  On Monday, March 7th, I received notices from our Merchant Service that her credit card company was charging back for two months.  I have not disputed it.  And that is where we are.

Review: 10/10/15 I purchased a month of Netbasis services to complete my taxes. I did not authorize repeated monthly charges, and my receipt did not indicate that additional monthly charges would be billed to my credit card. Each month my credit card has been billed for an additional $279 and I received a confirmation email. Each month I have sent an email or a postal letter to stop the recurring charges, and have received no reply to any communication. I have now filed a complaint with the credit card company, but that may take a while. I still have received no reply from Netbasis, and I want to head off additional billings. I am an individual who has no need for a continuing subscription, I did not authorize this subscription, and I cannot seem to get anyone's attention or even the courtesy of a reply to my repeated communications. I required and paid for one month of services and was given no reason to expect these unwarranted continuing charges.Desired Settlement: I wish to have the monthly recurring charges stopped, and a refund of moneys charged for the months after the one authorized.

Business

Response:

The following is the NetWorth Services response to the complaint: On February 22, 2016, NetWorth received a letter from the Revdex.com in regards to a compliant filed by [redacted]. Prior to that letter, we had never been contacted by Ms. [redacted] by phone, email or mailed letter. Upon receipt of the compliant, I called my [redacted] to discuss the situation with her, because I wanted to get the full story of her problem as well as offer her a solution. She explained to me that she in November of 2015, she had gone on our website and signed up for our monthly subscription, where a payment of $279.00 is charged each month, with a one year commitment. She said that she didn’t realize that she signed up for auto pay and she wanted all of her money refunded. I first explained to her that the when you click “Buy Now” on the Netbasis website, you get our transaction package, which is below: She claimed that she didn’t see/understand what she was choosing. So even though this didn’t make any sense to me, I apologized numbers times for her experience and attempted to find a solution for her. I told her that I would immediately cancel the $279.00 auto pay (which I did). Then I told her that even though we were never contacted by her to let us know about the problem, I would be willing to refund 2 of the three remaining months (she was conceding to paying for the first month). She didn’t agree with that, she said that she went online and got our mailing address and sent us 2 letters (which we never received) and sent an email (which we also didn’t receive). I asked if she went online to our website, why didn’t she call our office or customer service line to speak with a live person, even if it was in addition to the letter and email and she couldn’t answer that question. Then she disclosed that she had already contacted her credit card company to get the money reimbursed to her. I told her that I was willing to do that but if her credit card company was going to do a reverse charge then I couldn’t also give her a refund. I told her that I had to wait to see what her credit card company was going to do. She wasn’t happy with my response. I then asked her if she would be willing to remove the Revdex.com complaint because we had no idea that she was having an issue. She refused unless I refunded all of her money back to her. We also have no idea how many transactions she has run in the three month period. On Monday, March 7th, I received notices from our Merchant Service that her credit card company was charging back for two months. I have not disputed it. And that is where we are.

Review: On July 25,2015, I signed up for the monthly subscription to use the Services of NetBasis.com for $279.00 I thought this gave me unlimited transaction for a month. However, it apparently locked me into a 12 month contract at $279.00 per month. No where on the website or in the terms of agreement was this stated. I emailed the company on 08/26/2015 to cancel and never received a response. In September, the charge came again. I once again emailed the company. This time I received a response, but the response was basically that I signed up for a year contact and could not cancel. I responded stating why I believed I could cancel citing the terms of agreement, however, once again, received no response. The lack of customer service is appalling. The terms of service says the agreement can be cancelled with 30 days notice given to the vendor, which I have done on several occasions. I asked them to de-activate my account. I am not looking to use a service I am not paying for. I am basically looking to cancel. The website is misleading and the terms of service did not state that it was a year contract.Desired Settlement: I am looking to have my account cancelled and all monthly charges going forward stopped.