We've investigated this situation the customer has describedIt was not a user account billing scenario, but rather one related to the customer's business partner account, which actually was still openHis own Constant Contact account had been closed, and there were no charges from that oneThe monthly charges were for two accounts of clients he'd brought in under his partner account, which were still active, and one of which was still being used frequently by his client The notice about not meeting the partnership quota which the customer referred to would have been telling him not that his parternship was closed, but that his free personal account status was ending (a benefit of the partnership, providing a certain quota of new sign ups is met) The customer believes he intended to cancel not just his own account, but his partnership however It's not clear where the misunderstanding happened whereby his individual Constant Contact account was cancelled at his request, but not his business partner account Nevertheless we are very sorry for the experience and we've worked directly with the customer to analyze the billing record and work out a fair refund based on when he feels he asked us to close his partnership The refund was processed today, and should show up directly on the credit card Timing with which it will show in your credit card account depends on the credit card company, and can vary Generally speaking you should see it within four or five business days All the best to you and thanks for having used Constant Contact
Obviously losing your work after some time would be aggravating, to say the least, and I'm sorry this happened to you From the description you provided, it sounds like you timed outThere is an automatic timeout for account security It normally occurs at one hour If it is occurring sooner, then there can be settings in the user's browser or environment that may need to be modified to prevent this happening If you would like me to have a technician reach out to you and do some troubleshooting to make sure your settings are optimal for allowing you to avoid problems like this, then please let me knowWe've issued a refund to your credit card of the $today as a courtesy for the trouble you experiencedThe timing with which you see it reflected on your credit card will depend on your credit card company's transfer processes, but generally it should show within a few business days.Thank you for being our customer
I have reviewed the account in question The account is not active, nor do we bill the customer at all This service was provided through [redacted] *** The Customer had access to Constant Contact through a relationship with [redacted] *** I would encourage the customer to contact their [redacted] account manager We do not bill the customer at all I can confirm the services were closed on 9/20/ I sincerely apologize for any misunderstanding I am certain their [redacted] account manager can help them resolve any billing issues
Constant Contact extends several options to our customers when paying for service Most common is Monthly, which affords a more "pay as you go" approach to marketing We also offer prepayment options at considerable discounts In this case the prepayment discount also includes a reduction due to a non-profit benefit We are only able to offer such substantial discounts when the customer agrees to a month or year commitment I understand that after making a year commitment the customer has changed their mind There is no penalty for ending the contract, but there is no refund available Whether the customer decides to keep the services active for the agreed upon time period or not is completely theirs to make The service was scheduled to be canceled upon request The customer may choose to keep the services active if that is preferred The cancellation is effective 5/18/ Constant Contact's commitment to non-profit organizations has been the catalyst for providing the best solutions with industry leading discounted rates
I have reviewed the activity and notes on the account There was a conversation with Billing on 2/20/where the service was canceled and a month was refunded to the Credit Card on file There was no error in the billing, automatic payments were setup with the CC on file There was no previous request to cancel the account This isn't unusual, often customer's want the account active collecting contacts and providing an archive of newsletters between sends Constant Contact kept the service, reporting, and collection services active We also understand that mistakes happen In this case it seems the account was left unused by mistake I can see from the notes the offer for a Credit towards you bill was not satisfactory and the account was closed I hope that it is understood that we were simply providing a service as requestedand had no way of knowing the customer didn't need the account any longer I would like to extend an additional refund to the account in the amount of $ That is outside of the refund already processed It is our hope that we may be of use any any future marketing endeavors and apologize for any inconvenience this may have caused
I have reviewed the interaction via chat with our support division on 8/17/ The specialist explained he was unable to cancel an account and our billing department would need to be contacted This is correct, they are unable to cancel the account, these representatives are there for troubleshooting needs More recently there was a call to our billing department (9/8/2017), and the request to cancel was processed A refund was discussed but it was also explained that the customer was going to dispute the charges with the credit card used to pay for service We are unable to refund a service when a charge back will be processed for the same service With both the Terms of Service in mind, and the charges being disputed through the customer's Credit Card, I am unable to meet the desired settlement Should anything change our billing department would be able to further assist the customer I sincerely apologize that security reasons prohibit the cancellation of accounts in chat We staff our departments to meet the customer need, I apologize if the hold for Billing was longer than expected
I have reviewed the account, including the open case made this morning to attain a refund. I have confirmed the customer has been contacted and a refund was made of $990.00. It is my understanding that all requests have been satisfied. We are happy to answer any inquiries and look... forward to supporting the customer's continued marketing needs.
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 waited until today to reply to see if the refund appeared on any of my credit cards, it has not, so this complaint still stands as written If the funds show up on one of my cards then, yes, I would accept the response The “timed out” scenario you posed is not valid I was actively working on the email and saving the work done within each block as I went along I did not time out.Thanks, [redacted] *** Your system often has glitchesthat cost me extra time Just a few daysbefore this issue, there was a problem with apostrophes in social mediaheadings “Court Refuses toLift Hold on Obama's Actions” became “Court Refuses to Lift Hold on Obama'/sActions” I called and was told (aftermany minutes and a couple of hold) that indeed there was a problem and no, shewas not sure when it would be fixed Fornow the work around would be to post directly from the social mediaaccounts Another wasted minutes Regards, [redacted] ***
I'm sorry you didn't receive the refund I just checked with our Finance department We processed the refund of $on June 16, but it looks like your credit card company or bank rejected the refund, or so we were informed by Litle & Co., the payment processor My Finance team member checked the card again, and it's definitely one with your name on it, but the expiry date is 2010, so perhaps this is the reason for the rejected refund attempt I can have a billing team representative give you a call to get your updated credit card info if you like, so that we can get you the refund in the quickest possible way, or I can have the Finance team cut a check, though that takes longer Please let me know, and let me know if you would like me to have one of our higher level techs reach out to you to go over the technical issues It looks like you talked to one of our front line customer service team members, but perhaps a tech could do some more advanced troubleshooting to try and resolve the issues for you.I look forward to hearing back from you soon and helpingAll the best
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] ***
[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 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 resolvedThank you to everybody for the quick resolution! Really appreciate it!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]
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 resolvedI appreciate the company finally seeing the issues that were not resolved prior on their end and refunding the amount we requested Regards, [redacted]
After reviewing the account and working with our billing department we have isolated the issue It seems the customer had mistakenly purchased a webinar Paid webinar's are available on a variety of marketing and are often attended by non Constant Contact customers The actual account was only a trial The customer explained this to billing and they have reached out to the training team that provides these services for a refund This process has already started, I cannot provide a refund for the Constant Contact account, as it was never activated The customer can expect to hear from billing in regards to the Webinar that was purchased this week
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 charge back from my credit card was for only monthsThe additional charges stem from July until then, which I have not been reimbursed for after canceling and showing proof of that cancellationI never signed up for those other “mentioned” services neither did I use those servicesi signed up “once” and should ha w been required to cancel “once”Anything else is predatory and deceitful Regards, [redacted]
I have received verification from my Finance Department that a full refund was made to the CC on the account in the amount of $ I again apologize for the miscommunication The actions taken and noted were not communicated correctly The intention was to communicate a refund, and instead it spoke of a credit Please contact our billing department should you have any additional questions regarding payments for service [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]
I want to apologize for any inconvenience this has caused I have verified that the email address " [redacted] " successfully unsubscribed on 8/20/ This address will not receive future mailings from " [redacted] " Previous to this I also see an unsubscribe from an email of " [redacted] " I do show a third email address listed for the customer though, " [redacted] " While our unsubscribe feature will prevent future mailings to an address it will not prevent mailings to additional addresses for a single recipient I will ensure no future emails from any user of Constant Contact is sent to these three addresses.Again, I apologize for this experience We are dedicated to provide features to prevent spam We were able to verify the feature was working In this case the last unsubscribe request was just from a different email address Thank you
I have reviewed the customer's account, including notes and billing for services The customer qualified and took advantage of a non-profit discount This substantial discount required the customer to prepay for year, and it clearly states: "Please note, prepayments are non-refundable, even if you choose to cancel your subscription before your prepayment balance runs out." The payment plan requires the customer to take action to agree before continuing We do track the monthly deduction of funds in the customer's account This is due to fluctuations in an account that could cause the prepayment to run out sooner or go longer depending on the additional/subtraction of services or contact level This is a feature to allow the customer to stay informed on their account status I am unable to apply a refund of the remaining balance
We've investigated this situation the customer has describedIt was not a user account billing scenario, but rather one related to the customer's business partner account, which actually was still openHis own Constant Contact account had been closed, and there were no charges from that oneThe monthly charges were for two accounts of clients he'd brought in under his partner account, which were still active, and one of which was still being used frequently by his client The notice about not meeting the partnership quota which the customer referred to would have been telling him not that his parternship was closed, but that his free personal account status was ending (a benefit of the partnership, providing a certain quota of new sign ups is met) The customer believes he intended to cancel not just his own account, but his partnership however It's not clear where the misunderstanding happened whereby his individual Constant Contact account was cancelled at his request, but not his business partner account Nevertheless we are very sorry for the experience and we've worked directly with the customer to analyze the billing record and work out a fair refund based on when he feels he asked us to close his partnership The refund was processed today, and should show up directly on the credit card Timing with which it will show in your credit card account depends on the credit card company, and can vary Generally speaking you should see it within four or five business days All the best to you and thanks for having used Constant Contact
Obviously losing your work after some time would be aggravating, to say the least, and I'm sorry this happened to you From the description you provided, it sounds like you timed outThere is an automatic timeout for account security It normally occurs at one hour If it is occurring sooner, then there can be settings in the user's browser or environment that may need to be modified to prevent this happening If you would like me to have a technician reach out to you and do some troubleshooting to make sure your settings are optimal for allowing you to avoid problems like this, then please let me knowWe've issued a refund to your credit card of the $today as a courtesy for the trouble you experiencedThe timing with which you see it reflected on your credit card will depend on your credit card company's transfer processes, but generally it should show within a few business days.Thank you for being our customer
I have reviewed the account in question The account is not active, nor do we bill the customer at all This service was provided through [redacted] *** The Customer had access to Constant Contact through a relationship with [redacted] *** I would encourage the customer to contact their [redacted] account manager We do not bill the customer at all I can confirm the services were closed on 9/20/ I sincerely apologize for any misunderstanding I am certain their [redacted] account manager can help them resolve any billing issues
Revdex.com:The business has responded and provided a satisfactory resolution to our issue Regards, [redacted]
Constant Contact extends several options to our customers when paying for service Most common is Monthly, which affords a more "pay as you go" approach to marketing We also offer prepayment options at considerable discounts In this case the prepayment discount also includes a reduction due to a non-profit benefit We are only able to offer such substantial discounts when the customer agrees to a month or year commitment I understand that after making a year commitment the customer has changed their mind There is no penalty for ending the contract, but there is no refund available Whether the customer decides to keep the services active for the agreed upon time period or not is completely theirs to make The service was scheduled to be canceled upon request The customer may choose to keep the services active if that is preferred The cancellation is effective 5/18/ Constant Contact's commitment to non-profit organizations has been the catalyst for providing the best solutions with industry leading discounted rates
I have reviewed the activity and notes on the account There was a conversation with Billing on 2/20/where the service was canceled and a month was refunded to the Credit Card on file There was no error in the billing, automatic payments were setup with the CC on file There was no previous request to cancel the account This isn't unusual, often customer's want the account active collecting contacts and providing an archive of newsletters between sends Constant Contact kept the service, reporting, and collection services active We also understand that mistakes happen In this case it seems the account was left unused by mistake I can see from the notes the offer for a Credit towards you bill was not satisfactory and the account was closed I hope that it is understood that we were simply providing a service as requestedand had no way of knowing the customer didn't need the account any longer I would like to extend an additional refund to the account in the amount of $ That is outside of the refund already processed It is our hope that we may be of use any any future marketing endeavors and apologize for any inconvenience this may have caused
I have reviewed the interaction via chat with our support division on 8/17/ The specialist explained he was unable to cancel an account and our billing department would need to be contacted This is correct, they are unable to cancel the account, these representatives are there for troubleshooting needs More recently there was a call to our billing department (9/8/2017), and the request to cancel was processed A refund was discussed but it was also explained that the customer was going to dispute the charges with the credit card used to pay for service We are unable to refund a service when a charge back will be processed for the same service With both the Terms of Service in mind, and the charges being disputed through the customer's Credit Card, I am unable to meet the desired settlement Should anything change our billing department would be able to further assist the customer I sincerely apologize that security reasons prohibit the cancellation of accounts in chat We staff our departments to meet the customer need, I apologize if the hold for Billing was longer than expected
I have reviewed the account, including the open case made this morning to attain a refund. I have confirmed the customer has been contacted and a refund was made of $990.00. It is my understanding that all requests have been satisfied. We are happy to answer any inquiries and look... forward to supporting the customer's continued marketing needs.
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 waited until today to reply to see if the refund appeared on any of my credit cards, it has not, so this complaint still stands as written If the funds show up on one of my cards then, yes, I would accept the response The “timed out” scenario you posed is not valid I was actively working on the email and saving the work done within each block as I went along I did not time out.Thanks, [redacted] *** Your system often has glitchesthat cost me extra time Just a few daysbefore this issue, there was a problem with apostrophes in social mediaheadings “Court Refuses toLift Hold on Obama's Actions” became “Court Refuses to Lift Hold on Obama'/sActions” I called and was told (aftermany minutes and a couple of hold) that indeed there was a problem and no, shewas not sure when it would be fixed Fornow the work around would be to post directly from the social mediaaccounts Another wasted minutes Regards, [redacted] ***
I'm sorry you didn't receive the refund I just checked with our Finance department We processed the refund of $on June 16, but it looks like your credit card company or bank rejected the refund, or so we were informed by Litle & Co., the payment processor My Finance team member checked the card again, and it's definitely one with your name on it, but the expiry date is 2010, so perhaps this is the reason for the rejected refund attempt I can have a billing team representative give you a call to get your updated credit card info if you like, so that we can get you the refund in the quickest possible way, or I can have the Finance team cut a check, though that takes longer Please let me know, and let me know if you would like me to have one of our higher level techs reach out to you to go over the technical issues It looks like you talked to one of our front line customer service team members, but perhaps a tech could do some more advanced troubleshooting to try and resolve the issues for you.I look forward to hearing back from you soon and helpingAll the best
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] ***
[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 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 resolvedThank you to everybody for the quick resolution! Really appreciate it!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]
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 resolvedI appreciate the company finally seeing the issues that were not resolved prior on their end and refunding the amount we requested Regards, [redacted]
After reviewing the account and working with our billing department we have isolated the issue It seems the customer had mistakenly purchased a webinar Paid webinar's are available on a variety of marketing and are often attended by non Constant Contact customers The actual account was only a trial The customer explained this to billing and they have reached out to the training team that provides these services for a refund This process has already started, I cannot provide a refund for the Constant Contact account, as it was never activated The customer can expect to hear from billing in regards to the Webinar that was purchased this week
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 charge back from my credit card was for only monthsThe additional charges stem from July until then, which I have not been reimbursed for after canceling and showing proof of that cancellationI never signed up for those other “mentioned” services neither did I use those servicesi signed up “once” and should ha w been required to cancel “once”Anything else is predatory and deceitful Regards, [redacted]
I have received verification from my Finance Department that a full refund was made to the CC on the account in the amount of $ I again apologize for the miscommunication The actions taken and noted were not communicated correctly The intention was to communicate a refund, and instead it spoke of a credit Please contact our billing department should you have any additional questions regarding payments for service [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]
I want to apologize for any inconvenience this has caused I have verified that the email address " [redacted] " successfully unsubscribed on 8/20/ This address will not receive future mailings from " [redacted] " Previous to this I also see an unsubscribe from an email of " [redacted] " I do show a third email address listed for the customer though, " [redacted] " While our unsubscribe feature will prevent future mailings to an address it will not prevent mailings to additional addresses for a single recipient I will ensure no future emails from any user of Constant Contact is sent to these three addresses.Again, I apologize for this experience We are dedicated to provide features to prevent spam We were able to verify the feature was working In this case the last unsubscribe request was just from a different email address Thank you
I have reviewed the customer's account, including notes and billing for services The customer qualified and took advantage of a non-profit discount This substantial discount required the customer to prepay for year, and it clearly states: "Please note, prepayments are non-refundable, even if you choose to cancel your subscription before your prepayment balance runs out." The payment plan requires the customer to take action to agree before continuing We do track the monthly deduction of funds in the customer's account This is due to fluctuations in an account that could cause the prepayment to run out sooner or go longer depending on the additional/subtraction of services or contact level This is a feature to allow the customer to stay informed on their account status I am unable to apply a refund of the remaining balance