RLJ Entertainment

Hello,We responded to this issue today, 2/22/ We extended customer's subscription by three months and reset the account.Customer will try to watch Acorn TV and let us know if it is resolved.We at Acorn TV stand behind our product and will work to get this customer online as soon as
possible.Best regards,Acorn TV Customer Support

We have researched this account and issued a credit of $9.99, which what was owed to this customerWe e-mailed this response to customer 12/30/15:
","sans-serif"">We are sorry for the error! It appears
your profile did not cancel properly after you cancelled your subscription in
April of Since then you have been charged two additional times, and we
have refunded those payments and removed your billing information from our
system to prevent future errorsPlease let us know if you have any further
issues with this account or have any more concernsWe consider this issue now resolvedMany thanks,
Acorn TV Customer Service Team

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response becauseWe will accept the resolution once money is received. There has one been 3 credits thusfar. The other 17 have not been refunded at this time.
Regards,
[redacted]

Hello,We have no record of this customer with Acorn TV or Acorn Online.We reached out to the customer and have not heard back.  If this is an issue related to Acorn TV or Acorn Online, please have the customer contact us directly again with the order information or the purchase in question and...

we will follow up immediately. Many thanks,RLJ Entertainment

Contacted customer on 3/18/16.  
Customer had not fully filled out billing information and we reached out and will work to get this customer online as soon as possible.
This matter is pending but we expect resolution in the next few...

days.
Best regards,
Acorn TV Customer Service

We contacted customer today and issued a refund of $24.99.  We also sent customer an e-mail and do apologize for any mis-communication.Customer's account is active until Dec. 2016.We sent this in an e-mail today.We consider this matter closed.Best regards,Acorn TV Team

We contacted customer today, March 8, 2016 and closed the old billing profile.  We issued an additional 5 credits of $4.99 to the credit card on file.  This is a $24.94 credit.
We also called the customer and now consider this issue resolved.
We...

apologized for the billing error and offered a direct contact number should any additional follow up be necessary.
Best regards,
Acorn TV Customer Service

July 17, 2014
Dear [redacted], In response to the customers complaint of July 1, 2014 (ID# [redacted]), due to problems resulting from a major transition of online video providers in an effort to provide better service. Acorn TV has been experiencing a technical issue since late...

June for about .5% of our customers.We have communicated about this issue via mass email and [redacted]. We have also communicated several times that once we have the problem resolved then we will make affected customers whole for any time that they were without service.
Because of the ongoing issues, our customer service team is very backlogged and while this customer emailed us multiple time during the week of 6/28, we called and spoke to her on July 1 & 7, and then we also sent a mass email to all customers on June 28 and July 14 to keep her updated on our progress with the fix and our plans to make it right with those customers affected. In addition, she mensioned [redacted] where we are also providing regular updates to customers and she is a follower. Please note that we have never told people that it was 100% fixed. We said that 100% of our files had been reencoded and redelivered and that we expected that would be the solution. Unfortunately, it was not. (See attached documentation.)
We are certainly not pleased that the outage has happened and that weve been unable to resolve it yet for all people. We have made progress and it has been resolved for some people; unfortunately, this customer has one of the first generation [redacted] boxes which further complicates the problem because they're no longer readily supported by [redacted].
This customers annual membership expires 8//15/14, Although she has only been without one months service ($2.49 value), we want her to be satisfied, so we will offer to have her account extended by three months or to cancel and process a full refund.
Please inform me of any further communications regarding this issue and this customer. Thank you.Sincerely,
Jen L
Vice-President Acorn TV

We have canceled the membership effective immediately and issued a credit for May through October monthly charges of $4.99.  Total credit issued is $29.94 to the card on file.
It is Acorn TV's policy to credit accounts when accounts are indeed...

canceled.
We reached out to consumer today and let them know that this has now been resolved and a credit has been issued.
Best regards,
Acorn TV

[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 made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Even though I am having the same problem, I now have a way to contact the company. They say they are working on the streaming issue, but I see complaints as far as 2 years back with the same issue. I am not sure what can be done.
Regards,
[redacted]

We have no record of this customer as a digital subscriber or through our catalog.We called the customer on 10/7/17 and have heard nothing back.This case should be closed.Best regards,RLJ Entertainment

We have canceled this customer's account and understand that the customer was not able to cancel on their own, which is our normal procedure.We have also credited her account the $4.99 charged in June.The account is now canceled.It is our intention at RLJ to handle all customer interactions with...

speed and accuracy.Best Regards,Acorn TV Team

The company is RLJ Entertainment. [redacted] is the service I am being billed for.Thank you.

Hi,We contacted customer on 2/26/16, reset password and got customer re-connected.We also let customer know they can check back with us anytime for additional assistance.We consider this issue closed.Best regards,Acorn TV Customer Service

I responded to this customer and spoke with her on May 1, 2015.  We...

had already refunded her the amount in question before I called.
This matter should now be closed.
If you should need more detail, please let me know and also please direct any future ones to me.
Many thanks,
Fred

Acorn TV responded to this complaint today, 1/4/15.  Contacted customer and issued 3 $4.99 credits to her new credit card on file. We spoke to the subscriber two times and this is now resolved.Best regards,Acorn TV

Hello [redacted],We have responded to this issue and issued 21 $4.99 credits to the credit card on file.  The remaining charges were disputed with the bank and the customer won those. We contacted the customer again today.  The e-mail on file for charges is [redacted]com not  [redacted].com as was mentioned in the Revdex.com letter. We consider this issue closed. We are open to any further follow up as necessary. Many thanks! Fred K[redacted] | RLJ Entertainment | Head of Customer and Client Service###-###-#### | [redacted]@rljentertainment.com8515 Georgia Avenue, Suite 650 | Silver Spring | MD 20910 | USA

[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 made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Even though I am having the same problem, I now have a way to contact the company. They say they are working on the streaming issue, but I see complaints as far as 2 years back with the same issue. I am not sure what can be done.
Regards,
[redacted]

We refunded this customer's account $9.98 on 4/25/16 to [redacted] ending in [redacted].The credit will appear in 3 to 5 business days.We consider this complaint closed but are open to any additional questions.Best regards,Acorn TV Customer Service Team

We have contacted the customer and issued 19 refunds of $4.99 and canceled all accounts.
This was an error.
There are an additional 20 $4.99 charges which customer has disputed with the bank and should be credited back to...

customer
We apologize for any inconvenience and if there are any questions, please let us know.
Best regards,
Acorn TV Customer Service