Pro Se Planning Inc

We have a number of security issues to consider when a customer is unable to access their account. For instance we are only able to send password information to the email address that is associated with the account. Do you have access to this email account? We cannot provide
password information over the phone. We can send documents to this email address. We can also send documents to the physical address associated with the account if that has not changed. The only other thing we can do is to create a new account for you, but you would have to enter all of your information again

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

We have refunded this customer in full, per the customer's request

We have refunded this customer's payment of $and have cancelled the subscription

We apologize for the slow response, we thought we had completed the complaint response earlier.  However, we did respond to this customer's complaint in a timely fashion, refunding the full purchase price to the customer as requested on 7/17/2017.  We apologize for any inconvenience and...

hope that this matter has been resolved to the customer's satisfaction.

Complaint: [redacted]I am rejecting this response because:
The fact that you have your pricing policy somewhere else in your website and NO links or footnotes on the page where you make the "Free" claim does not make the false advertising and "bait and switch" advertising  complaint go away.
The actual landing page:  http://totallegal.com/wills2_new.asp prominently displays at the top: "Free Online Wills" in a font that is larger than any font on the page. This is obviously made knowingly and on purpose.  There is absolutely no link or footnote on that page that would give any user the information you are referring to in your reply or any hint or clue that actually your services are NOT free.
What happens next is that the user follows your 3 steps also prominently displayed:  "Step 1:  Complete the Online Interview", "Step 2: "Print your will yourself or receive it by mail" and Step 3: "Follow the instructions to sign your will in your state"   Nowhere in the steps is a disclaimer or a foot note that the user will be   required to either pay or "sign up" (presumably having to pay in advance) as you indicate in your note.
This is clearly and obviously deceptive and you need to fix it - just add the corresponding wording to the page or add a footnote reference right by your "Free Online Wills"
The reason you found no account with my email is because you have no way to "delete" the account and I had to go and change all the information to garble, including my email.  I do not want you to have any of my personal information and is even worst that you do not have a clear and easy way to delete the account given the type of information that you are required to give such as children's names, year of birth, etc...
Not acceptable at all!!.  You MUST link the page with the information that qualifies the "free" claim (i.e pay or sign up and then cancel)
 
 
 
Sincerely,[redacted]

This customer has received a full refund per the customer's request.

This customer is being issued a full refund per his request.

The details of our free offer are clearly detailed at the top of our prices page here: http://www.totallegal.com/pricing-page.asp.  To receive the document a customer must begin a free trial of our TotalLegal plan which includes providing valid credit card information.  The free trial may...

be easily cancelled IMMEDIATELY after receiving the document without the customer being charged.   Many, many customers have taken advantage of this offer and have received a document completely free of charge.
The customer may delete personal information from the TotalLegal web site themself or contact customer service.  We were unable to find an account on the site using the email address in the complaint.