I have researched the account, reviewing all billing and technical notes over the last few years Notes in November and most of were sporadic and general troubleshooting for anything from reporting to billing questions I found a conversation in September where the agent wanted to explore a connectivity issue This is often the explanation when someone is experiencing skipping or jumping No resolution was reached as the customer ended the call, unwilling to run a speed test More recently (2/3/2016) an agreement was reached between the customer and a Billing Manager A refund was made the Credit Card has been removed A screen shot of the payment selection was provided The very first item clearly states: “ Make a non-refundable payment in advance and get a discount We’ll use the funds to pay your monthly invoices.” Our first priority is to ensure we bring the very best service to all of our customers I apologize that it took so long to review this case Over the many years the account has been active there have been a substantial number of interactions Of these interactions I can only see one instance that includes an issue with the mentioned skipping and jumping, this was the interaction I mentioned above in September I feel our troubleshooter could have found the cause if allowed the time to do so We would have liked to resolve the issue on the phone, but we cannot force a customer to troubleshoot We offer our customers free technical support, of which the customer has engaged often Both over the phone and chat We would have continued to be available at their earliest convenience I will not be able to offer any further compensation In the end, it was our Billing Manager’s decision to refund a portion because of the value we place on the customer and their length of loyal service I sincerely hope we can be of further assistance in any future endeavors
I want to apologize for any confusion or miscommunication We are not able to refund a different card, but we are able to mail a check On 12/7/the customer was phoned and our Billing Manager confirmed we will mail a check in the amount of $ I have taken steps to confirm that this amount was approved and the check will be received within business weeks Again, I apologize for any miscommunication, it was always Constant Contact's intent to refund the money
I have reviewed the notes on the account and the calls made to billing to cancel Customer clearly requests the cancel on 7/5/ Customer spoke to billing again on 8/3/ Account was canceled and refund was issued Card removed from account per request I apologize for the error in July, appears the customer has already resolved with billing department We hope to be of use in any future marketing needs
I have thoroughly reviewed the notes and activity on the account I am in agreement that the service was not used and understand the circumstances that prevented us from notifying the customer of the pending payment I have instructed our finance department to refund the charge of $ This refund should post within business days I sincerely apologize for the inconvenience and hope we can be of use in the future
I have reviewed the account in question and the billing for service There was a price change in April of 2016, notifications were sent to all customers That notification went to the email address set on the account: [redacted] We have not increased the service price again, the customer added to their contact level and moved into a more expensive tier of service The billing is clearly presented and we allow the customer to increase or decrease in tier at anytime Removing contacts to or fewer would have made the price $ I apologize for any confusion, we try to make the billing as clear as possible According to the interactions noted on the account the customer has scheduled to cancel the account It will close on 3/15/per request The customer was also offered a 40% Discount for months We truly value the customer and would like the chance to correct what seems to be a misunderstanding While I can't offer a refund, the customer has an opportunity to greatly reduce their billing for a service that meets their needs There are only contacts over the Removing contacts and taking the 40% off offer would more than compensate for a couple months at a higher price point I hope this meets the customers needs and again, I apologize for any confusion in this matter
The original claim was that Constant Contact had denied a refund That was not the case, the refund had been approved The refund was already processed, we are unable to expedite in any additional fashion I apologize for any inconvenience
I am terribly sorry for any misinformation given Constant Contact and [redacted] are both owned by Endurance International Group Inc I am unable to answer on [redacted] 's behalf They do have their own accreditation with the Revdex.com I sincerely apologize for any inconvenience this may cause I am more than happy to resolve anything dealing with Constant Contact I am able to forward the customer's comments to [redacted] , if that is the customer's wish Please let me know if that is an acceptable resolution, and I will forward this internally If the customer would rather submit directly with the Revdex.com, I understand I will wait for further direction
I have reviewed all of the notes on the account In addition, I have also completed a thorough search of our telephony database for any contacts from the customer We have exhausted all search methods to find a contact made from the customer’s number to any of our help departments I even extended the search before and after the December time frame in hopes of discovering a missed interaction We did not receive a contact from the customer, let alone a request to cancel The customer selected a billing plan that automatically bills monthly The specific Terms of Service are (a) PaymentPayment for the Products will be made in advance by a valid credit card accepted by usChecks will be accepted for prepayments of at least six monthsFees are payable in U.Sdollars onlyIf the monthly payment option is selected or if you have previously provided us with your credit card for payment, you hereby authorize us to charge your credit card for such amounts on a regular monthly basis beginning at the end of any applicable free trial period and continuing until such time as your Constant Contact account is terminatedIf we are for any reason unable to effect automatic payment by credit card, we will attempt to notify you by email and your Constant Contact account may be disabled until payment is receivedTerminationYou may terminate your Constant Contact account at any time by calling Constant Contact Customer SupportExcept as specifically set forth herein or on the Site, there are no refunds for any fees paidYOU ARE SOLELY RESPONSIBLE FOR TERMINATING YOUR CONSTANT CONTACT ACCOUNT AND THIS AGREEMENTWE ARE NOT RESPONSIBLE FOR YOUR FAILURE TO PROPERLY TERMINATE YOUR CONSTANT CONTACT ACCOUNT AND THIS AGREEMENT OR FOR ANY CREDIT CARD OR OTHER CHARGES OR FEES YOU INCUR AS A RESULT OF YOUR FAILURE TO PROPERLY TERMINATE YOUR CONSTANT CONTACT ACCOUNT AND THIS AGREEMENT Link for entire terms and conditions: http://www.constantcontact.com/uidocs/CCSiteOwnerAgreement.jsp I am unable to refund the customer I can verify the account is canceled We greatly value the customer, and sincerely hope we can be of assistance in the customer’s future marketing efforts
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below I would accept your proposed months refund of $dolars x2, totaling $However, when I logged into my credit card account today only one or those two $amounts was refundedPlease check your accounting records and see what happened with the refunds on your endI will gladly accept this and agree to close this case and complaint outThanks Regards, [redacted]
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] ***
We double checked our records and verified that we did indeed process two separate refunds to you of $each on the afternoon of January At the time you posted your response indicating you only saw one of the refunds in question, only a couple of business days would have passed, and perhaps there was a timing issue there Today makes full business days, so hopefully you have received both of them by now Please verify Thanks and all the best, Constant Contact
I would like to clarify a few points My details of the use of our support was only meant to outline our willingness to help no matter the issue, and that for years we were available to answer and resolve any issues Not to insinuate any loss on the part of the company We greatly value the relationship we build with our customers as our passion lies in their successful marketing Reading over the interactions with our support team I see a history of service to a loyal customer There aren’t recurring themes between interactions to suggest any ongoing issues Questions regarding deleting lists, viewing reporting, ensuring that emails aren’t duplicated when sending, inserting contact details in an email, and importing from a [redacted] Address Book just to name a fewAs for the comments around jumping and skipping, that was in regards to the original complaint: “When creating emails the program would “skip” or seem to “jump” around and I would not be able to copy and paste my content“ This wasn’t from the technical notes of our troubleshooter I couldn’t find an interaction that included that complaint I detailed an interaction in September of as a possible match When creating an email there are two options available to our users The first is to hit create and choose a template What that provides is an untouched template that can be edited and customized More popular, for good reason, is copying a previously sent email This gives you a launching point that is more attractive due to the time spent customizing and branding the email to your needs This is an exact copy, which would include any changes a user made to the code This would require like expertise to edit the code for that block, or it could be deleted and replaced with a fresh block I regret that we couldn’t resolve the issue while using the service If given another opportunity we would be thrilled to work with the customer againI will bring forward this feedback to our Billing department in regards to detailing the terms for a prepayment in additional places The guidelines are clearly stated when the option is selected before a purchase is made I am concerned why an agreement was made, including a refund, if the customer wasn’t satisfied When the request was made to cancel there was a positive balance of $ A refund was made of $126.44, I will have our finance settle the account A refund can be expected of an additional $within business days I will also ensure the account is closed It is my sincere hope that we have addressed all complaints
I have created a block to the address: [redacted] @mail.wvu.edu No Constant Contact subscriber will be allowed to mail to this contact Important: this will prevent businesses that use Constant Contact from sending to this address now, and in the future Contact Support should this need to be lifted: ###-###-####As a strictly Permission Based Engagement Marketing service we take SPAM very seriously We apologize for any inconvenience and are confident in the tools provided by a 3rd party to manage unsubscribes These are automatically removed from customer lists Now that the email address is blocked we will prevent all attempts to mail to the address in question through Constant Contact, regardless if the user adds the contact to a mailing list or not Only contact from the owner of [redacted] will remove this restriction.Again, we sincerely apologize for any unwanted communication
I have reviewed the customer's comments and the notes on the account The trial limitation was sends This does include test sends I am deeply sorry for the confusion and have suggested the trial limitations be changed We have no desire to mislead our customers That in mind I want to make things right Currently the account is active I can credit the account the $paid which will cover the next billing period If preferred I can cancel the account and refund the $paid I sincerely apologize for the inconvenience this has caused It was not our intent, and we will ensure the trial limitations are more clear
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved In addition to this, we as a family & business would like to add that it was simply how the matter was handled that upset usWe understand the initial mistake was a common misunderstanding due to the similarity in the business namesWe would recommend that you as a company set in place a better set of checks & balances to ensure that this does not happen again to other businessesMany businesses across the US operate with similar names & within close proximity to one anotherWe want to help prevent any reoccurring problems for our own business as wellPossibly something as simple as double checking zipcodes or contacting the businesses themselves before assuming the information you are providing is correctHad we been asked in the first place, we may have signed up with you for this service to start with Regards, [redacted]
Revdex.com:At this time, my complaint, ID [redacted] regarding Nitro Hobbies has been resolved (By clicking "OK", your complaint will be closed as Resolved.) Sincerely, [redacted] ***
I have reviewed the account, calls to billing, and notes on the account I found a conversation with billing on 4/5/ Conclusion of conversation was canceling the account and the processing of a refund in the amount of $ I apologize for any confusion, the billing rep and approving manager processed the cancel and refund as expected Unsure why it was felt the refund was denied That isn't the case Confirmed the refund to Credit Card on file I sincerely hope we can be of use in any future marketing endeavors and apologize again for any confusion We also thank the customer for the many years as a Constant Contact customer
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] The services of [redacted] were solicited to our business initially under the guise of a company called Constant Contact -- after requesting for clarification, the information I was given was that Constant Contact had acquired [redacted] and is the parent company of [redacted] Parent companies should ultimately maintain accountability for the actions of the companies they maintain ownership of Regards, [redacted]
We're very sorry if the billing terms were not fully explained by the representative you were working with when you signed up We've processed the refund in question to your [redacted] cardAll the best to you, and thank you for having used Constant Contact
I have identified the active account and reviewed the charges I have also reviewed the notes on the account I am certain we can reach a resolution The account was setup for automatic payments with a credit card The monthly price for the plan purchased came to $195/month and the first payment was made February 19th We allow the customer to choose a price based on their list size The plan selected was for 10,001-25,contacts We allow customers to manage their contact level and as such the pricing will adjust up or down depending on the number of contacts (Unique Email Addresses) on their list For most of the first month of service the customer had 10,contacts On March 8th additional contacts were uploaded to bring their total to 28, This placed the customer in our 25,001-50,tierEven though the change was during a billing period we do not charge for the new level until the next cycle That is why a 2nd billing was for $on March 19th There was not a change on the service, the customer simply moved into a higher priced tier Sending has no effect on our billing rates We bill based on the total number of contacts in the account The customer has mailed to this higher level of contacts several timesWe apologize for any confusion, and would like to find a resolution The account is active and will bill based on the number of active contacts on the account If the customer would like to delete contacts to fall under the 25,level the price would fall to the $195/month The service is equipped with reporting that will help you identify contacts to keep and remove Our support center would be happy to recommend contacts to be removed While this is a simple way to manage the price of the service, it is also limiting your marketing reach The choice is completely on the customers endI would also like to provide a $credit to the account This would go towards the April 19th payment The customer can either remove contacts under 25,and be billed at $195/month or continue with their current tier at the $295/month No matter the decision, I will provide the credit to next month’s billing I hope we can continue to be a valuable addition to the customer's marketing strategy
I have researched the account, reviewing all billing and technical notes over the last few years Notes in November and most of were sporadic and general troubleshooting for anything from reporting to billing questions I found a conversation in September where the agent wanted to explore a connectivity issue This is often the explanation when someone is experiencing skipping or jumping No resolution was reached as the customer ended the call, unwilling to run a speed test More recently (2/3/2016) an agreement was reached between the customer and a Billing Manager A refund was made the Credit Card has been removed A screen shot of the payment selection was provided The very first item clearly states: “ Make a non-refundable payment in advance and get a discount We’ll use the funds to pay your monthly invoices.” Our first priority is to ensure we bring the very best service to all of our customers I apologize that it took so long to review this case Over the many years the account has been active there have been a substantial number of interactions Of these interactions I can only see one instance that includes an issue with the mentioned skipping and jumping, this was the interaction I mentioned above in September I feel our troubleshooter could have found the cause if allowed the time to do so We would have liked to resolve the issue on the phone, but we cannot force a customer to troubleshoot We offer our customers free technical support, of which the customer has engaged often Both over the phone and chat We would have continued to be available at their earliest convenience I will not be able to offer any further compensation In the end, it was our Billing Manager’s decision to refund a portion because of the value we place on the customer and their length of loyal service I sincerely hope we can be of further assistance in any future endeavors
I want to apologize for any confusion or miscommunication We are not able to refund a different card, but we are able to mail a check On 12/7/the customer was phoned and our Billing Manager confirmed we will mail a check in the amount of $ I have taken steps to confirm that this amount was approved and the check will be received within business weeks Again, I apologize for any miscommunication, it was always Constant Contact's intent to refund the money
I have reviewed the notes on the account and the calls made to billing to cancel Customer clearly requests the cancel on 7/5/ Customer spoke to billing again on 8/3/ Account was canceled and refund was issued Card removed from account per request I apologize for the error in July, appears the customer has already resolved with billing department We hope to be of use in any future marketing needs
I have thoroughly reviewed the notes and activity on the account I am in agreement that the service was not used and understand the circumstances that prevented us from notifying the customer of the pending payment I have instructed our finance department to refund the charge of $ This refund should post within business days I sincerely apologize for the inconvenience and hope we can be of use in the future
I have reviewed the account in question and the billing for service There was a price change in April of 2016, notifications were sent to all customers That notification went to the email address set on the account: [redacted] We have not increased the service price again, the customer added to their contact level and moved into a more expensive tier of service The billing is clearly presented and we allow the customer to increase or decrease in tier at anytime Removing contacts to or fewer would have made the price $ I apologize for any confusion, we try to make the billing as clear as possible According to the interactions noted on the account the customer has scheduled to cancel the account It will close on 3/15/per request The customer was also offered a 40% Discount for months We truly value the customer and would like the chance to correct what seems to be a misunderstanding While I can't offer a refund, the customer has an opportunity to greatly reduce their billing for a service that meets their needs There are only contacts over the Removing contacts and taking the 40% off offer would more than compensate for a couple months at a higher price point I hope this meets the customers needs and again, I apologize for any confusion in this matter
The original claim was that Constant Contact had denied a refund That was not the case, the refund had been approved The refund was already processed, we are unable to expedite in any additional fashion I apologize for any inconvenience
I am terribly sorry for any misinformation given Constant Contact and [redacted] are both owned by Endurance International Group Inc I am unable to answer on [redacted] 's behalf They do have their own accreditation with the Revdex.com I sincerely apologize for any inconvenience this may cause I am more than happy to resolve anything dealing with Constant Contact I am able to forward the customer's comments to [redacted] , if that is the customer's wish Please let me know if that is an acceptable resolution, and I will forward this internally If the customer would rather submit directly with the Revdex.com, I understand I will wait for further direction
I have reviewed all of the notes on the account In addition, I have also completed a thorough search of our telephony database for any contacts from the customer We have exhausted all search methods to find a contact made from the customer’s number to any of our help departments I even extended the search before and after the December time frame in hopes of discovering a missed interaction We did not receive a contact from the customer, let alone a request to cancel The customer selected a billing plan that automatically bills monthly The specific Terms of Service are (a) PaymentPayment for the Products will be made in advance by a valid credit card accepted by usChecks will be accepted for prepayments of at least six monthsFees are payable in U.Sdollars onlyIf the monthly payment option is selected or if you have previously provided us with your credit card for payment, you hereby authorize us to charge your credit card for such amounts on a regular monthly basis beginning at the end of any applicable free trial period and continuing until such time as your Constant Contact account is terminatedIf we are for any reason unable to effect automatic payment by credit card, we will attempt to notify you by email and your Constant Contact account may be disabled until payment is receivedTerminationYou may terminate your Constant Contact account at any time by calling Constant Contact Customer SupportExcept as specifically set forth herein or on the Site, there are no refunds for any fees paidYOU ARE SOLELY RESPONSIBLE FOR TERMINATING YOUR CONSTANT CONTACT ACCOUNT AND THIS AGREEMENTWE ARE NOT RESPONSIBLE FOR YOUR FAILURE TO PROPERLY TERMINATE YOUR CONSTANT CONTACT ACCOUNT AND THIS AGREEMENT OR FOR ANY CREDIT CARD OR OTHER CHARGES OR FEES YOU INCUR AS A RESULT OF YOUR FAILURE TO PROPERLY TERMINATE YOUR CONSTANT CONTACT ACCOUNT AND THIS AGREEMENT Link for entire terms and conditions: http://www.constantcontact.com/uidocs/CCSiteOwnerAgreement.jsp I am unable to refund the customer I can verify the account is canceled We greatly value the customer, and sincerely hope we can be of assistance in the customer’s future marketing efforts
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below I would accept your proposed months refund of $dolars x2, totaling $However, when I logged into my credit card account today only one or those two $amounts was refundedPlease check your accounting records and see what happened with the refunds on your endI will gladly accept this and agree to close this case and complaint outThanks Regards, [redacted]
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] ***
We double checked our records and verified that we did indeed process two separate refunds to you of $each on the afternoon of January At the time you posted your response indicating you only saw one of the refunds in question, only a couple of business days would have passed, and perhaps there was a timing issue there Today makes full business days, so hopefully you have received both of them by now Please verify Thanks and all the best, Constant Contact
I would like to clarify a few points My details of the use of our support was only meant to outline our willingness to help no matter the issue, and that for years we were available to answer and resolve any issues Not to insinuate any loss on the part of the company We greatly value the relationship we build with our customers as our passion lies in their successful marketing Reading over the interactions with our support team I see a history of service to a loyal customer There aren’t recurring themes between interactions to suggest any ongoing issues Questions regarding deleting lists, viewing reporting, ensuring that emails aren’t duplicated when sending, inserting contact details in an email, and importing from a [redacted] Address Book just to name a fewAs for the comments around jumping and skipping, that was in regards to the original complaint: “When creating emails the program would “skip” or seem to “jump” around and I would not be able to copy and paste my content“ This wasn’t from the technical notes of our troubleshooter I couldn’t find an interaction that included that complaint I detailed an interaction in September of as a possible match When creating an email there are two options available to our users The first is to hit create and choose a template What that provides is an untouched template that can be edited and customized More popular, for good reason, is copying a previously sent email This gives you a launching point that is more attractive due to the time spent customizing and branding the email to your needs This is an exact copy, which would include any changes a user made to the code This would require like expertise to edit the code for that block, or it could be deleted and replaced with a fresh block I regret that we couldn’t resolve the issue while using the service If given another opportunity we would be thrilled to work with the customer againI will bring forward this feedback to our Billing department in regards to detailing the terms for a prepayment in additional places The guidelines are clearly stated when the option is selected before a purchase is made I am concerned why an agreement was made, including a refund, if the customer wasn’t satisfied When the request was made to cancel there was a positive balance of $ A refund was made of $126.44, I will have our finance settle the account A refund can be expected of an additional $within business days I will also ensure the account is closed It is my sincere hope that we have addressed all complaints
I have created a block to the address: [redacted] @mail.wvu.edu No Constant Contact subscriber will be allowed to mail to this contact Important: this will prevent businesses that use Constant Contact from sending to this address now, and in the future Contact Support should this need to be lifted: ###-###-####As a strictly Permission Based Engagement Marketing service we take SPAM very seriously We apologize for any inconvenience and are confident in the tools provided by a 3rd party to manage unsubscribes These are automatically removed from customer lists Now that the email address is blocked we will prevent all attempts to mail to the address in question through Constant Contact, regardless if the user adds the contact to a mailing list or not Only contact from the owner of [redacted] will remove this restriction.Again, we sincerely apologize for any unwanted communication
I have reviewed the customer's comments and the notes on the account The trial limitation was sends This does include test sends I am deeply sorry for the confusion and have suggested the trial limitations be changed We have no desire to mislead our customers That in mind I want to make things right Currently the account is active I can credit the account the $paid which will cover the next billing period If preferred I can cancel the account and refund the $paid I sincerely apologize for the inconvenience this has caused It was not our intent, and we will ensure the trial limitations are more clear
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved In addition to this, we as a family & business would like to add that it was simply how the matter was handled that upset usWe understand the initial mistake was a common misunderstanding due to the similarity in the business namesWe would recommend that you as a company set in place a better set of checks & balances to ensure that this does not happen again to other businessesMany businesses across the US operate with similar names & within close proximity to one anotherWe want to help prevent any reoccurring problems for our own business as wellPossibly something as simple as double checking zipcodes or contacting the businesses themselves before assuming the information you are providing is correctHad we been asked in the first place, we may have signed up with you for this service to start with Regards, [redacted]
Revdex.com:At this time, my complaint, ID [redacted] regarding Nitro Hobbies has been resolved (By clicking "OK", your complaint will be closed as Resolved.) Sincerely, [redacted] ***
I have reviewed the account, calls to billing, and notes on the account I found a conversation with billing on 4/5/ Conclusion of conversation was canceling the account and the processing of a refund in the amount of $ I apologize for any confusion, the billing rep and approving manager processed the cancel and refund as expected Unsure why it was felt the refund was denied That isn't the case Confirmed the refund to Credit Card on file I sincerely hope we can be of use in any future marketing endeavors and apologize again for any confusion We also thank the customer for the many years as a Constant Contact customer
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] The services of [redacted] were solicited to our business initially under the guise of a company called Constant Contact -- after requesting for clarification, the information I was given was that Constant Contact had acquired [redacted] and is the parent company of [redacted] Parent companies should ultimately maintain accountability for the actions of the companies they maintain ownership of Regards, [redacted]
We're very sorry if the billing terms were not fully explained by the representative you were working with when you signed up We've processed the refund in question to your [redacted] cardAll the best to you, and thank you for having used Constant Contact
I have identified the active account and reviewed the charges I have also reviewed the notes on the account I am certain we can reach a resolution The account was setup for automatic payments with a credit card The monthly price for the plan purchased came to $195/month and the first payment was made February 19th We allow the customer to choose a price based on their list size The plan selected was for 10,001-25,contacts We allow customers to manage their contact level and as such the pricing will adjust up or down depending on the number of contacts (Unique Email Addresses) on their list For most of the first month of service the customer had 10,contacts On March 8th additional contacts were uploaded to bring their total to 28, This placed the customer in our 25,001-50,tierEven though the change was during a billing period we do not charge for the new level until the next cycle That is why a 2nd billing was for $on March 19th There was not a change on the service, the customer simply moved into a higher priced tier Sending has no effect on our billing rates We bill based on the total number of contacts in the account The customer has mailed to this higher level of contacts several timesWe apologize for any confusion, and would like to find a resolution The account is active and will bill based on the number of active contacts on the account If the customer would like to delete contacts to fall under the 25,level the price would fall to the $195/month The service is equipped with reporting that will help you identify contacts to keep and remove Our support center would be happy to recommend contacts to be removed While this is a simple way to manage the price of the service, it is also limiting your marketing reach The choice is completely on the customers endI would also like to provide a $credit to the account This would go towards the April 19th payment The customer can either remove contacts under 25,and be billed at $195/month or continue with their current tier at the $295/month No matter the decision, I will provide the credit to next month’s billing I hope we can continue to be a valuable addition to the customer's marketing strategy