Initial Business Response / [redacted] (1000, 9, 2014/07/30) */ Received business response via email on 7/30/14: Thank you for contacting us regarding Ms [redacted] concernOur records indicate that a business call was placed to Ms [redacted] on X-XX-XXXX by Mr [redacted] ***, Regional Manager from Homegain.comIn total Ms [redacted] received a monthly charge of $for access to our website where she can access her leads, her monthly lead service but called in stating she doesn't want that charge to go through we explain to Ms [redacted] the charge is part of the day cancellation noticeMs [redacted] was offered free time however, she indicated she wanted a refund and immediate cancellation of her accountWe canceled her account effective immediately and waived the day cancellation notice Ms [redacted] then calls back and says she wants access to "HER" leads, after careful explanation we explained to Ms [redacted] she is not paying for access to our website so she doesn't have access to the lead info, once an agent cancels he or she will not have access to our website/leads The information we have provided clearly indicates Ms [redacted] involvement with Homegain as well as confirms Homegain has not violated any portion of the contract agreed to by Ms [redacted] The last charge incurred by Ms [redacted] was on May 2nd At this time we would like to offer Ms [redacted] a refund in the amount of $please let me know if you need additional information between Ms [redacted] and Homegain Thank you, [redacted] Manager Client Services
Initial Business Response / [redacted] (1000, 8, 2014/06/05) */ I hope you are wellI am writing to follow up with a Revdex.com complaint which we have been made aware ofI would like to assist with resolving this complaint, and I'm sorry that our prior efforts were unsatisfactoryOn X-XX-XXXX we discussed and agreed upon a resolution including a refund, and it was confirmed by you that a dispute had not been filedOn X-XX-XXXX the Finance Department notified me that we were informed by your bank that a dispute had been filed and for this reason we were unable to process the refund as agreed upon the day priorI confirmed this to you via email, as once a dispute is filed it as at the discretion of your bank to determine if the charges are in accordance with the agreement and we cannot issue a credit as there is the potential for a double refundI apologize for any inconvenience caused by the initial dispute with your bank I have been notified by finance that chargebacks were processed, one in the amount of $and another in the amount of $This is a dispute for all charges which were incurred to your accountOur finance department did fight the initial dispute, and the bank determined that the $charge was correct within the agreement boundariesWe did not fight the $charge, and for this reason the bank should have already issued you a credit of $I would like to work with you to complete this resolution, and can be reached directly at [redacted] My office hours are M-F from 6am to 3pm PSTI'm here to help! Sincerely, [redacted] SrAccount Manager QualitySmith.com
Initial Business Response / [redacted] (1000, 5, 2014/08/12) */ [redacted] email address has been unsubscribed as follows: Search Results For Address [redacted] @bellsouth.net Top of Form List Email Address Hash Unsub Date Source Status Actions Default List [redacted] @bellsouth.net [redacted] 8/8/Advertiser Upload Active Bottom of Form
Initial Business Response / [redacted] (1000, 5, 2014/10/02) */ Let me know if this works. I took it as this is for BBB for the site. Ms. [redacted] signed up for our product on 8/17/14 in which we sent her an automated welcome email (followed by multiple automated and non-automated emails)... that also includes our contact information. The following day our Service rep gave her a call to go over her account and left a voice message which Ms. [redacted] chose not to return. She also sent a follow up email to ensure she has our information as well as some account information. This same day, Ms. [redacted] went into her account and paused her account choosing 8/31/14 to reactivate (maximum is 2 weeks). On 9/1, her card was charged $100 for to replenish her account balance and send more leads. After receiving 2 leads for $30 each, her account had a balance of $40 remaining. On 9/2, she went back into her account and paused her campaigns vs her actual acct (campaign pauses do not have a 2 week limit) and sent us a message asking for a phone number to contact us. We responded the same day giving her our 800 number which she again, never called. On 9/29 I was informed of a chargeback through the merchant services company citing Credit Not Processed. I then moved her account from Active (this time she paused her campaigns vs the actual acct) to Cancelled and contacted Ms. [redacted] to further understand the issue. The account had a positive balance of $40, however I am was not at will to refund this since there is a charge back pending for the entire $100 charged. On 9/30 at 5:50 PM PST Ms. [redacted] left a voice message for me to call her back, which I did the following morning on 10/1. Ms. [redacted] informed me that she didn't have time to return our messages which is why she chose to go through her bank. I explained that we could have cancelled the account, however she chose a pause period of 2 weeks (she told me she didn't have time to call us to tell us she didn't want only 2 weeks pause because she is busy) or to our repeat messages. I also explained that I could not credit her card because this was in the hands of the bank now because of the route she chose and that because she never let us know that she wanted to cancel her account, I cannot authorize the refund. This was all a result of her not fully reading the terms and information when signing up and being negligent on her part. She did mention that there was an ad for "7 free leads". I informed her that the ad I am aware of says "Up to 7 free leads" which is dependent upon which leads you do service in (different services are different prices). It is a $100 credit which is very clear when signing up. Since hers leads are $30 each, she gets approximately 3 free leads. I also told her that if it was an error on our part, I would be happy to honor the 7 free leads and asked her to send me the screenshot she has of the add stating "7 free leads" vs "up to 7 free leads" which she refused to do. This is when the conversation ended because we both agreed there was no progress coming from it. Feel free to let me know if you have questions. Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The young lady I spoke with advised me that they send alerts before the card is charged and told me to check my spam folder. I checked my spam folder and I never received any emails alerting me of any charges that were going to be made to my account. In order to resolve this matter. I would like to continue with a refund of my $100 that I did not authorize and due to misleading terms, conditions and advertisements. Also as mentioned in the above response, the $100 was charged to my account to pay for future leads that I have not received. a REFUND is the best resolution being that I have not received any product/service in return for the charges. Please let me know BBB, what additional steps or documentation is needed to move forward with this resolution. Final Business Response / [redacted] (4000, 9, 2014/10/28) */ We cannot issue a refund because this is in the hands of the consumer's credit card company labeled as a dispute/ pending charge back.
Initial Business Response / [redacted] (1000, 5, 2014/03/14) */ Hello ***, I hope that you are wellI am trying to get in touch with you regarding the complaint filed on 3/13/On 3/12/2014, I confirmed via email that the credit had been processedThere is no charge of $associated with your [redacted] .com account, and I'd like to discuss the charge with you further to see if I can help you locate the correct sourceI apologize for any confusion, and I look forward to assisting you with resolving your complaint
Initial Business Response /* (1000, 5, 2014/08/12) */
Hi ***,
Thank you for taking a moment to speak with me todayI understand there was initial billing confusion, and that you were also confused about the cancellationWhile the contract agreed upon was for a minimum purchase of
leads, your needs are important to us and we are always willing to work with youPer our conversation, we will close the account with your written confirmation that this will suffice as the final resolution to your concernsOnce your response is received, the account will be terminatedIf any confusion remains, please notify me so I can better assist youI'm here to help!
Initial Consumer Rebuttal /* (2000, 7, 2014/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After talking with the SrAccount Manager *** she clarified the process and explained she was there to helpAlthough the ladies where very patient and professional the program was not what we where looking for at this timePartial misunderstandings caused some confusion in the beginning but in the end I was able to cancel out the account with no further charges or feesShe even issued the two replacement leads that we where in processing! At this point we are satisfied with the handling of the complaint that was filedRegards
Initial Business Response /* (1000, 5, 2014/06/06) */
From: Brittney Beussink mailto:***@reply-corp.com
Sent: Friday, June 06, XXXX X:XX PM
To: ***@***
Cc: *** ***; *** ***
Subject: Reply! Local Marketer Account Cancellation
Hi ***,
Again, sorry for all the issuesPer our phone conversation, I've dug in a bit more to find out how this happened so we can resolve things for you
I looked into the account and I see that you messaged us on 5/to cancel, *** (our rep) called the same day and left a VM and sent an emailOn 5/*** noted that he spoke to you and deactivated the accountI also see the System status was changed to Canceled
Here is where the problem came inOn 5/the system notes the account status change back to Active and you were debited $for your balance refill6/the status changed to PauseToday I Cancelled the account
I contacted my product Engineer to find out if we mistakenly did this or if it was a system glitchHe said the account was Re-activated by the User and provided the info belowI am sure this was a mistakeThere is a banner across the top of the account that says click to reactivate and it could have just mistakenly been pushedI totally understand, mistakes happen and I am of going to make it right, regardless of who's fault
Reactivate User Info:
3:50am pst
Mozilla/(Windows NT 6.1; WOW64; rv:29.0) Gecko/XXXXXXXX Firefox/
Resolution: I am have already cancelled the account so we are good thereA chargeback from your bank has not come through yet, but you confirmed that you have submitted oneIf you cancel that and send me a confirmation, I am happy to process the refund on my side for youI cannot however if the chargeback is still in placeI am also happy to go through a few features of the account (mainly sending back bad leads so your client doesn't pay for those) and give you a free days of leads per month for only the subscription fee of $per monthIt's very uncommon to receive leads and never get ahold or get an email from any and I would love to have you give it another shotAlso, miles around *** is a pretty big areaI would suggest targeting the specific zips that are key and start smaller
Again, I am happy to help in any way possiblePlease let me know on the chargeback cancellation and the day offerI look forward to hearing back
Best regards,
***
Initial Consumer Rebuttal /* (2000, 7, 2014/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Business handled the issue appropriatelyThey have refunded my transactions as requested
Initial Business Response /* (1000, 5, 2015/08/11) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@reply-corp.com
Hello Mr***,
I am so sorry to hear that you have been experiencing email issuesThis should
definitely not be happeningWould you mind either giving me a call or forwarding me some of the emails that you have received so I can see if I can track the location? I know this is complete inconvenience and I sincerely apologize
Best,
***
Initial Business Response /* (1000, 9, 2015/05/08) */
Received response via email:
Revdex.com Response
Case # XXXXXXXX
There is not sufficient information provided in the complaint to follow up with the consumer's desired resolution. Specifically, the consumer does not provide any...
information about the corporation that is claimed to have the incorrect and inaccurate information. We cannot, therefore, remove the page. We have sent an email directly to the consumer requesting more information be provided. Once we hear back, we will take the appropriate action and notify this association of our efforts.
Initial Business Response /* (1000, 5, 2014/09/08) */
Customer D has filed this complaint against the incorrect company. The complaint mentions NationStar which is not our company or a branch of our organization. The complaint also mentions a charge for insurance which we do not provide;...
we provide real estate listing information. Upon receiving this complaint we attempted to search our database for an account using the info provided on the complaint. We were unable to locate any accounts in our system using first & last name, email address, or phone number. On 9/5/14 we called Customer D and explained we had received a complaint but had not been able to locate an account with the information provided. Also in this call, we explained what our organization does; Customer D confirmed she had filed the complaint against the wrong company and did not have an account or charges from our organization.
Initial Business Response /* (1000, 8, 2014/06/05) */
I hope you are well. I am writing to follow up with a Revdex.com complaint which we have been made aware of. I would like to assist with resolving this complaint, and I'm sorry that our prior efforts were unsatisfactory. On X-XX-XXXX we...
discussed and agreed upon a resolution including a refund, and it was confirmed by you that a dispute had not been filed. On X-XX-XXXX the Finance Department notified me that we were informed by your bank that a dispute had been filed and for this reason we were unable to process the refund as agreed upon the day prior. I confirmed this to you via email, as once a dispute is filed it as at the discretion of your bank to determine if the charges are in accordance with the agreement and we cannot issue a credit as there is the potential for a double refund. I apologize for any inconvenience caused by the initial dispute with your bank.
I have been notified by finance that 2 chargebacks were processed, one in the amount of $600 and another in the amount of $520. This is a dispute for all charges which were incurred to your account. Our finance department did fight the initial dispute, and the bank determined that the $600 charge was correct within the agreement boundaries. We did not fight the $520 charge, and for this reason the bank should have already issued you a credit of $520. I would like to work with you to complete this resolution, and can be reached directly at [redacted] My office hours are M-F from 6am to 3pm PST. I'm here to help!
Initial Business Response /* (1000, 5, 2014/10/02) */
Let me know if this works. I took it as this is for Revdex.com for the site.
Ms. [redacted] signed up for our product on 8/17/14 in which we sent her an automated welcome email (followed by multiple automated and non-automated emails)...
that also includes our contact information.
The following day our Service rep gave her a call to go over her account and left a voice message which Ms. [redacted] chose not to return. She also sent a follow up email to ensure she has our information as well as some account information. This same day, Ms. [redacted] went into her account and paused her account choosing 8/31/14 to reactivate (maximum is 2 weeks).
On 9/1, her card was charged $100 for to replenish her account balance and send more leads. After receiving 2 leads for $30 each, her account had a balance of $40 remaining.
On 9/2, she went back into her account and paused her campaigns vs her actual acct (campaign pauses do not have a 2 week limit) and sent us a message asking for a phone number to contact us. We responded the same day giving her our 800 number which she again, never called.
On 9/29 I was informed of a chargeback through the merchant services company citing Credit Not Processed. I then moved her account from Active (this time she paused her campaigns vs the actual acct) to Cancelled and contacted Ms. [redacted] to further understand the issue. The account had a positive balance of $40, however I am was not at will to refund this since there is a charge back pending for the entire $100 charged.
On 9/30 at 5:50 PM PST Ms. [redacted] left a voice message for me to call her back, which I did the following morning on 10/1. Ms. [redacted] informed me that she didn't have time to return our messages which is why she chose to go through her bank. I explained that we could have cancelled the account, however she chose a pause period of 2 weeks (she told me she didn't have time to call us to tell us she didn't want only 2 weeks pause because she is busy) or to our repeat messages. I also explained that I could not credit her card because this was in the hands of the bank now because of the route she chose and that because she never let us know that she wanted to cancel her account, I cannot authorize the refund.
This was all a result of her not fully reading the terms and information when signing up and being negligent on her part. She did mention that there was an ad for "7 free leads". I informed her that the ad I am aware of says "Up to 7 free leads" which is dependent upon which leads you do service in (different services are different prices). It is a $100 credit which is very clear when signing up. Since hers leads are $30 each, she gets approximately 3 free leads. I also told her that if it was an error on our part, I would be happy to honor the 7 free leads and asked her to send me the screenshot she has of the add stating "7 free leads" vs "up to 7 free leads" which she refused to do.
This is when the conversation ended because we both agreed there was no progress coming from it.
Feel free to let me know if you have questions.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The young lady I spoke with advised me that they send alerts before the card is charged and told me to check my spam folder. I checked my spam folder and I never received any emails alerting me of any charges that were going to be made to my account. In order to resolve this matter. I would like to continue with a refund of my $100 that I did not authorize and due to misleading terms, conditions and advertisements. Also as mentioned in the above response, the $100 was charged to my account to pay for future leads that I have not received. a REFUND is the best resolution being that I have not received any product/service in return for the charges. Please let me know Revdex.com, what additional steps or documentation is needed to move forward with this resolution.
Final Business Response /* (4000, 9, 2014/10/28) */
We cannot issue a refund because this is in the hands of the consumer's credit card company labeled as a dispute/ pending charge back.
Initial Business Response /* (1000, 5, 2014/03/14) */
Hello [redacted],
I hope that you are well. I am trying to get in touch with you regarding the complaint filed on 3/13/2014. On 3/12/2014, I confirmed via email that the credit had been processed. There is no charge of $106.50 associated...
with your [redacted].com account, and I'd like to discuss the charge with you further to see if I can help you locate the correct source. I apologize for any confusion, and I look forward to assisting you with resolving your complaint.
Initial Business Response /* (1000, 10, 2015/04/17) */
Received response via email:
Revdex.com Response
Case # XXXXXXXX
We take matters as described by Mr. [redacted] extremely seriously. Accordingly, our team reviewed our list of unsubscribe requests and did not see any requests made by a Mr....
[redacted]. Nonetheless, we added Mr. [redacted] email filed on the Revdex.com complaint to our unsubscribe list. This should ensure that Mr. [redacted] does not receive future emails from our offers. I also personally emailed Mr. [redacted] to request him to send us a copy of the email that he received. He provided us with the email that received the majority of the emails and also gave us a copy of one of the offending emails. He also notified us that he was able to stop the emails by notifying the email servers passing [redacted] emails. We will follow up internally to investigate and prevent future instances of the issues complained of by Mr. [redacted].
Initial Business Response / [redacted] (1000, 9, 2014/07/30) */ Received business response via email on 7/30/14: Thank you for contacting us regarding Ms [redacted] concernOur records indicate that a business call was placed to Ms [redacted] on X-XX-XXXX by Mr [redacted] ***, Regional Manager from Homegain.comIn total Ms [redacted] received a monthly charge of $for access to our website where she can access her leads, her monthly lead service but called in stating she doesn't want that charge to go through we explain to Ms [redacted] the charge is part of the day cancellation noticeMs [redacted] was offered free time however, she indicated she wanted a refund and immediate cancellation of her accountWe canceled her account effective immediately and waived the day cancellation notice Ms [redacted] then calls back and says she wants access to "HER" leads, after careful explanation we explained to Ms [redacted] she is not paying for access to our website so she doesn't have access to the lead info, once an agent cancels he or she will not have access to our website/leads The information we have provided clearly indicates Ms [redacted] involvement with Homegain as well as confirms Homegain has not violated any portion of the contract agreed to by Ms [redacted] The last charge incurred by Ms [redacted] was on May 2nd At this time we would like to offer Ms [redacted] a refund in the amount of $please let me know if you need additional information between Ms [redacted] and Homegain Thank you, [redacted] Manager Client Services
Initial Business Response / [redacted] (1000, 8, 2014/06/05) */ I hope you are wellI am writing to follow up with a Revdex.com complaint which we have been made aware ofI would like to assist with resolving this complaint, and I'm sorry that our prior efforts were unsatisfactoryOn X-XX-XXXX we discussed and agreed upon a resolution including a refund, and it was confirmed by you that a dispute had not been filedOn X-XX-XXXX the Finance Department notified me that we were informed by your bank that a dispute had been filed and for this reason we were unable to process the refund as agreed upon the day priorI confirmed this to you via email, as once a dispute is filed it as at the discretion of your bank to determine if the charges are in accordance with the agreement and we cannot issue a credit as there is the potential for a double refundI apologize for any inconvenience caused by the initial dispute with your bank I have been notified by finance that chargebacks were processed, one in the amount of $and another in the amount of $This is a dispute for all charges which were incurred to your accountOur finance department did fight the initial dispute, and the bank determined that the $charge was correct within the agreement boundariesWe did not fight the $charge, and for this reason the bank should have already issued you a credit of $I would like to work with you to complete this resolution, and can be reached directly at [redacted] My office hours are M-F from 6am to 3pm PSTI'm here to help! Sincerely, [redacted] SrAccount Manager QualitySmith.com
Initial Business Response / [redacted] (1000, 5, 2014/08/12) */ [redacted] email address has been unsubscribed as follows: Search Results For Address [redacted] @bellsouth.net Top of Form List Email Address Hash Unsub Date Source Status Actions Default List [redacted] @bellsouth.net [redacted] 8/8/Advertiser Upload Active Bottom of Form
Initial Business Response / [redacted] (1000, 6, 2014/04/08) */ I spoke to this agentEverything has been resolvedAgent is ok
Initial Business Response / [redacted] (1000, 5, 2014/05/13) */ refunded the full amount back to the agent
Initial Business Response / [redacted] (1000, 5, 2014/10/02) */ Let me know if this works. I took it as this is for BBB for the site. Ms. [redacted] signed up for our product on 8/17/14 in which we sent her an automated welcome email (followed by multiple automated and non-automated emails)... that also includes our contact information. The following day our Service rep gave her a call to go over her account and left a voice message which Ms. [redacted] chose not to return. She also sent a follow up email to ensure she has our information as well as some account information. This same day, Ms. [redacted] went into her account and paused her account choosing 8/31/14 to reactivate (maximum is 2 weeks). On 9/1, her card was charged $100 for to replenish her account balance and send more leads. After receiving 2 leads for $30 each, her account had a balance of $40 remaining. On 9/2, she went back into her account and paused her campaigns vs her actual acct (campaign pauses do not have a 2 week limit) and sent us a message asking for a phone number to contact us. We responded the same day giving her our 800 number which she again, never called. On 9/29 I was informed of a chargeback through the merchant services company citing Credit Not Processed. I then moved her account from Active (this time she paused her campaigns vs the actual acct) to Cancelled and contacted Ms. [redacted] to further understand the issue. The account had a positive balance of $40, however I am was not at will to refund this since there is a charge back pending for the entire $100 charged. On 9/30 at 5:50 PM PST Ms. [redacted] left a voice message for me to call her back, which I did the following morning on 10/1. Ms. [redacted] informed me that she didn't have time to return our messages which is why she chose to go through her bank. I explained that we could have cancelled the account, however she chose a pause period of 2 weeks (she told me she didn't have time to call us to tell us she didn't want only 2 weeks pause because she is busy) or to our repeat messages. I also explained that I could not credit her card because this was in the hands of the bank now because of the route she chose and that because she never let us know that she wanted to cancel her account, I cannot authorize the refund. This was all a result of her not fully reading the terms and information when signing up and being negligent on her part. She did mention that there was an ad for "7 free leads". I informed her that the ad I am aware of says "Up to 7 free leads" which is dependent upon which leads you do service in (different services are different prices). It is a $100 credit which is very clear when signing up. Since hers leads are $30 each, she gets approximately 3 free leads. I also told her that if it was an error on our part, I would be happy to honor the 7 free leads and asked her to send me the screenshot she has of the add stating "7 free leads" vs "up to 7 free leads" which she refused to do. This is when the conversation ended because we both agreed there was no progress coming from it. Feel free to let me know if you have questions. Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The young lady I spoke with advised me that they send alerts before the card is charged and told me to check my spam folder. I checked my spam folder and I never received any emails alerting me of any charges that were going to be made to my account. In order to resolve this matter. I would like to continue with a refund of my $100 that I did not authorize and due to misleading terms, conditions and advertisements. Also as mentioned in the above response, the $100 was charged to my account to pay for future leads that I have not received. a REFUND is the best resolution being that I have not received any product/service in return for the charges. Please let me know BBB, what additional steps or documentation is needed to move forward with this resolution. Final Business Response / [redacted] (4000, 9, 2014/10/28) */ We cannot issue a refund because this is in the hands of the consumer's credit card company labeled as a dispute/ pending charge back.
Initial Business Response / [redacted] (1000, 5, 2014/03/14) */ Hello ***, I hope that you are wellI am trying to get in touch with you regarding the complaint filed on 3/13/On 3/12/2014, I confirmed via email that the credit had been processedThere is no charge of $associated with your [redacted] .com account, and I'd like to discuss the charge with you further to see if I can help you locate the correct sourceI apologize for any confusion, and I look forward to assisting you with resolving your complaint
Initial Business Response /* (1000, 5, 2014/08/01) */
The merchant circle listing has been removed
Final Consumer Response /* (2000, 10, 2015/05/11) */
This complaint has been resolvedPlease do not pursue it any longer
***
Initial Business Response /* (1000, 5, 2014/08/12) */
Hi ***,
Thank you for taking a moment to speak with me todayI understand there was initial billing confusion, and that you were also confused about the cancellationWhile the contract agreed upon was for a minimum purchase of
leads, your needs are important to us and we are always willing to work with youPer our conversation, we will close the account with your written confirmation that this will suffice as the final resolution to your concernsOnce your response is received, the account will be terminatedIf any confusion remains, please notify me so I can better assist youI'm here to help!
Initial Consumer Rebuttal /* (2000, 7, 2014/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After talking with the SrAccount Manager *** she clarified the process and explained she was there to helpAlthough the ladies where very patient and professional the program was not what we where looking for at this timePartial misunderstandings caused some confusion in the beginning but in the end I was able to cancel out the account with no further charges or feesShe even issued the two replacement leads that we where in processing! At this point we are satisfied with the handling of the complaint that was filedRegards
Initial Business Response /* (1000, 5, 2014/06/06) */
From: Brittney Beussink mailto:***@reply-corp.com
Sent: Friday, June 06, XXXX X:XX PM
To: ***@***
Cc: *** ***; *** ***
Subject: Reply! Local Marketer Account Cancellation
Hi ***,
Again, sorry for all the issuesPer our phone conversation, I've dug in a bit more to find out how this happened so we can resolve things for you
I looked into the account and I see that you messaged us on 5/to cancel, *** (our rep) called the same day and left a VM and sent an emailOn 5/*** noted that he spoke to you and deactivated the accountI also see the System status was changed to Canceled
Here is where the problem came inOn 5/the system notes the account status change back to Active and you were debited $for your balance refill6/the status changed to PauseToday I Cancelled the account
I contacted my product Engineer to find out if we mistakenly did this or if it was a system glitchHe said the account was Re-activated by the User and provided the info belowI am sure this was a mistakeThere is a banner across the top of the account that says click to reactivate and it could have just mistakenly been pushedI totally understand, mistakes happen and I am of going to make it right, regardless of who's fault
Reactivate User Info:
3:50am pst
Mozilla/(Windows NT 6.1; WOW64; rv:29.0) Gecko/XXXXXXXX Firefox/
Resolution: I am have already cancelled the account so we are good thereA chargeback from your bank has not come through yet, but you confirmed that you have submitted oneIf you cancel that and send me a confirmation, I am happy to process the refund on my side for youI cannot however if the chargeback is still in placeI am also happy to go through a few features of the account (mainly sending back bad leads so your client doesn't pay for those) and give you a free days of leads per month for only the subscription fee of $per monthIt's very uncommon to receive leads and never get ahold or get an email from any and I would love to have you give it another shotAlso, miles around *** is a pretty big areaI would suggest targeting the specific zips that are key and start smaller
Again, I am happy to help in any way possiblePlease let me know on the chargeback cancellation and the day offerI look forward to hearing back
Best regards,
***
Initial Consumer Rebuttal /* (2000, 7, 2014/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Business handled the issue appropriatelyThey have refunded my transactions as requested
Initial Business Response /* (1000, 5, 2015/08/11) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@reply-corp.com
Hello Mr***,
I am so sorry to hear that you have been experiencing email issuesThis should
definitely not be happeningWould you mind either giving me a call or forwarding me some of the emails that you have received so I can see if I can track the location? I know this is complete inconvenience and I sincerely apologize
Best,
***
Initial Business Response /* (1000, 9, 2015/05/08) */
Received response via email:
Revdex.com Response
Case # XXXXXXXX
There is not sufficient information provided in the complaint to follow up with the consumer's desired resolution. Specifically, the consumer does not provide any...
information about the corporation that is claimed to have the incorrect and inaccurate information. We cannot, therefore, remove the page. We have sent an email directly to the consumer requesting more information be provided. Once we hear back, we will take the appropriate action and notify this association of our efforts.
Initial Business Response /* (1000, 5, 2014/09/08) */
Customer D has filed this complaint against the incorrect company. The complaint mentions NationStar which is not our company or a branch of our organization. The complaint also mentions a charge for insurance which we do not provide;...
we provide real estate listing information. Upon receiving this complaint we attempted to search our database for an account using the info provided on the complaint. We were unable to locate any accounts in our system using first & last name, email address, or phone number. On 9/5/14 we called Customer D and explained we had received a complaint but had not been able to locate an account with the information provided. Also in this call, we explained what our organization does; Customer D confirmed she had filed the complaint against the wrong company and did not have an account or charges from our organization.
Initial Business Response /* (1000, 8, 2014/06/05) */
I hope you are well. I am writing to follow up with a Revdex.com complaint which we have been made aware of. I would like to assist with resolving this complaint, and I'm sorry that our prior efforts were unsatisfactory. On X-XX-XXXX we...
discussed and agreed upon a resolution including a refund, and it was confirmed by you that a dispute had not been filed. On X-XX-XXXX the Finance Department notified me that we were informed by your bank that a dispute had been filed and for this reason we were unable to process the refund as agreed upon the day prior. I confirmed this to you via email, as once a dispute is filed it as at the discretion of your bank to determine if the charges are in accordance with the agreement and we cannot issue a credit as there is the potential for a double refund. I apologize for any inconvenience caused by the initial dispute with your bank.
I have been notified by finance that 2 chargebacks were processed, one in the amount of $600 and another in the amount of $520. This is a dispute for all charges which were incurred to your account. Our finance department did fight the initial dispute, and the bank determined that the $600 charge was correct within the agreement boundaries. We did not fight the $520 charge, and for this reason the bank should have already issued you a credit of $520. I would like to work with you to complete this resolution, and can be reached directly at [redacted] My office hours are M-F from 6am to 3pm PST. I'm here to help!
Sincerely,
[redacted]
Sr. Account Manager
QualitySmith.com
Initial Business Response /* (1000, 5, 2014/10/02) */
Let me know if this works. I took it as this is for Revdex.com for the site.
Ms. [redacted] signed up for our product on 8/17/14 in which we sent her an automated welcome email (followed by multiple automated and non-automated emails)...
that also includes our contact information.
The following day our Service rep gave her a call to go over her account and left a voice message which Ms. [redacted] chose not to return. She also sent a follow up email to ensure she has our information as well as some account information. This same day, Ms. [redacted] went into her account and paused her account choosing 8/31/14 to reactivate (maximum is 2 weeks).
On 9/1, her card was charged $100 for to replenish her account balance and send more leads. After receiving 2 leads for $30 each, her account had a balance of $40 remaining.
On 9/2, she went back into her account and paused her campaigns vs her actual acct (campaign pauses do not have a 2 week limit) and sent us a message asking for a phone number to contact us. We responded the same day giving her our 800 number which she again, never called.
On 9/29 I was informed of a chargeback through the merchant services company citing Credit Not Processed. I then moved her account from Active (this time she paused her campaigns vs the actual acct) to Cancelled and contacted Ms. [redacted] to further understand the issue. The account had a positive balance of $40, however I am was not at will to refund this since there is a charge back pending for the entire $100 charged.
On 9/30 at 5:50 PM PST Ms. [redacted] left a voice message for me to call her back, which I did the following morning on 10/1. Ms. [redacted] informed me that she didn't have time to return our messages which is why she chose to go through her bank. I explained that we could have cancelled the account, however she chose a pause period of 2 weeks (she told me she didn't have time to call us to tell us she didn't want only 2 weeks pause because she is busy) or to our repeat messages. I also explained that I could not credit her card because this was in the hands of the bank now because of the route she chose and that because she never let us know that she wanted to cancel her account, I cannot authorize the refund.
This was all a result of her not fully reading the terms and information when signing up and being negligent on her part. She did mention that there was an ad for "7 free leads". I informed her that the ad I am aware of says "Up to 7 free leads" which is dependent upon which leads you do service in (different services are different prices). It is a $100 credit which is very clear when signing up. Since hers leads are $30 each, she gets approximately 3 free leads. I also told her that if it was an error on our part, I would be happy to honor the 7 free leads and asked her to send me the screenshot she has of the add stating "7 free leads" vs "up to 7 free leads" which she refused to do.
This is when the conversation ended because we both agreed there was no progress coming from it.
Feel free to let me know if you have questions.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The young lady I spoke with advised me that they send alerts before the card is charged and told me to check my spam folder. I checked my spam folder and I never received any emails alerting me of any charges that were going to be made to my account. In order to resolve this matter. I would like to continue with a refund of my $100 that I did not authorize and due to misleading terms, conditions and advertisements. Also as mentioned in the above response, the $100 was charged to my account to pay for future leads that I have not received. a REFUND is the best resolution being that I have not received any product/service in return for the charges. Please let me know Revdex.com, what additional steps or documentation is needed to move forward with this resolution.
Final Business Response /* (4000, 9, 2014/10/28) */
We cannot issue a refund because this is in the hands of the consumer's credit card company labeled as a dispute/ pending charge back.
Initial Business Response /* (1000, 5, 2014/05/13) */
refunded the full amount back to the agent.
Initial Business Response /* (1000, 5, 2014/08/12) */
[redacted] email address has been unsubscribed as follows:
Search Results For Address [redacted]@bellsouth.net
Top of Form
List
Email Address
Hash
Unsub Date
Source
Status
Actions
Default...
List [redacted]@bellsouth.net
[redacted] 8/8/2014 Advertiser Upload Active
Bottom of Form
Initial Business Response /* (1000, 5, 2014/03/14) */
Hello [redacted],
I hope that you are well. I am trying to get in touch with you regarding the complaint filed on 3/13/2014. On 3/12/2014, I confirmed via email that the credit had been processed. There is no charge of $106.50 associated...
with your [redacted].com account, and I'd like to discuss the charge with you further to see if I can help you locate the correct source. I apologize for any confusion, and I look forward to assisting you with resolving your complaint.
Initial Business Response /* (1000, 10, 2015/04/17) */
Received response via email:
Revdex.com Response
Case # XXXXXXXX
We take matters as described by Mr. [redacted] extremely seriously. Accordingly, our team reviewed our list of unsubscribe requests and did not see any requests made by a Mr....
[redacted]. Nonetheless, we added Mr. [redacted] email filed on the Revdex.com complaint to our unsubscribe list. This should ensure that Mr. [redacted] does not receive future emails from our offers. I also personally emailed Mr. [redacted] to request him to send us a copy of the email that he received. He provided us with the email that received the majority of the emails and also gave us a copy of one of the offending emails. He also notified us that he was able to stop the emails by notifying the email servers passing [redacted] emails. We will follow up internally to investigate and prevent future instances of the issues complained of by Mr. [redacted].