Shoeboxed, Inc

They offered a trial period. At end of trial I clicked the cancel button, but the button does NOTHING. They billed me for 3 months before I caught it.I was originally going to use their service to help me keep track of receipts and documents, but after I created my account I began to consider other options. The company offered a trial period during which I could test their service. At the end of the trial I had an option to cancel the service by clicking a button on their website.I clicked the button to cancel the service, but the service was not actually cancelled. They billed my credit card $49.95 for the first month. I did not catch this. They billed it again on the second month. I still was not aware I was being charged for a service that I thought was cancelled. It was not until the THIRD charge of $49.95 was billed to my account did I notice it, because I happened to be looking directly at my account at the time. I *IMMEDIATELY* contacted via e-mail regarding the cancellation and was told that I would still have to pay for the current month, and that I had no other options. I have politely explained to them that their cancellation button did not work (AND IT STILL DOES NOT WORK) but they do not care. They have steadfastly refused to refund the money for a service that I am not using.The representative who is refusing to help me is named "[redacted] also provided me with what I believe to be a fictitious e-mail address to which I should direct future inquiries regarding refunds.Originally I was willing to just write off the first two payments of $49.95, and only seek a refund of the third payment. That option is no longer satisfactory to me. I feel that this company is acting intentionally in bad faith and I intend to voice my opinion in increasingly public forums and venues until I have received an apology and a refund.Desired SettlementSince I did not use the service AT ALL during the entire time I was charged, and I was mislead as to the procedure required to cancel, I request a full refund of $149.85.Business Response /[redacted]/Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@team.shoeboxed.comHi [redacted],We sincerely apologize for this situation and are happy to provide a full refund for the charges made to your account. We do offer cancellation online via a button in your Account Settings, as well as by phone, online chat and email. We offer multiple channels for customers to cancel their accounts to make it an easy, hassle-free process, and we regret that we were not able to deliver that experience in your case. Since the cancellation was not processed successfully, your subscription was still active and the monthly charges continued to be drafted normally. We accept responsibility for the malfunction of our cancellation button and will gladly refund all three payments of $49.95.Please know that we had not received any other complaints about the button not working and were not aware of the problem at that time, which is why our representative [redacted] responded in that manner. Immediately after receiving your email, our development team investigated the issue to prevent this from happening in the future.I hope that this has resolved this case to your satisfaction, and please contact us if you have any other questions or would like further clarification on anything I've mentioned here.Sincerely,[redacted]Director of Community, ShoeboxedFinal Consumer Response /[redacted]/(The consumer indicated he/she ACCEPTED the response from the business.)I have checked again as of this morning. The payment was originally made using a Paypal Debit Mastercard, so there should be **zero** time between when the refund is issued and when it appears in my account. Please check with your billing department right away so that we can move on with other things.Final Business Response /[redacted]/Dear [redacted],I double-checked this morning and see the refund having been applied to your account. It may take a few business days (depending on your bank and credit card provider) for a refund to settle. If you still haven't received the refund by Monday - could you please send us a note so that we can get on the phone with our billing provider and your bank to figure out why it is not showing up?Thank you very much and our apologies for the inconvenience![redacted]Shoeboxed Billing

No notification of charges, underhanded policies, cannot talk to a supervisorI was charged a $51.60 overage fee and never notified and was being charged monthly for a service (also without notification).I find $87.40 in charges on my credit card and send an email to customer service. I did not receive a response.I contact them again through chat and they tell me I have to sign into my dashboard to see notices - not a helpful policy when customers are receiving unexpected charges.Instead of working with me to resolve the issue, customer service hide behind policies and would not allow me to speak with a supervisor.Furthermore, they claim their service will accurately categorize receipts, but it doesn't even come close to fulfilling the promise.Lastly, their account cancelation page doesn't actually work - you click the button to cancel and it freezes.Desired SettlementI would like $87.40 refunded to me.Business Response Hey [redacted], My name is [redacted] and I'm the Customer Support Manager at Shoeboxed, I see that you were speaking to [redacted] from our Support Team via chat and email. The first contact we received from you about this issue was on July 7th at 7:12pm in that email you indicated you wished for the account to be canceled and were curious about the overage charge, "I signed up for an annual plan and have been being billed 8.95 monthlyplus an over upload fee (which I was never notified about) $51. I have been meaning to cancel the account I found the service pretty useless (it doesn't do a good enough job of sorting/categorizing to be useful) and am quite frustrated to find these charges."[redacted] then responded to you at 9:10am on July 8th with the following response, "That $51.60 charge was an overage charge for being 172 documents over your monthly limit of 50. The rest were the monthly subscription fee.It looks like you were able to successfully cancel your account yesterday, so you won't be charged again."After not hearing back on that email chain we made sure the plan would not renew and you were not billed any further.The plan you signed up for on Feb 19, 2016 5:12 PM EST via the website was for the Lite Monthly Plan which is $9.95 per month and grants you the ability to submit 50 documents per month, as stated on our pricing page if you go over that amount it is $.30 per document over.In the time period of Feb 19th - Mar 19th you submitted a total of 222 receipts which resulted in an overage fee of $51.60. All of the documents that you submitted in this time were processed and uploaded to the site which can still be accessed by you. On July 8th when we responded to your initial ticket the account was canceled and was not subject to renewal.As a show of good faith, I'm more than happy to place a credit on your Shoeboxed account for the total $87.40 so that you will have the chance to utilize the service, however since the account has been canceled and our refund policy for monthly plans is 3 days we would not be able to refund those charges.Best,[redacted]Consumer Response Hi [redacted]An $87.40 credit in something that doesn't do what it is supposed to doesn't help me and despite what your records indicate, I did not get a response from customer service. As far as the overages, it was not clear what they were and, as a normal person would, I would expect some sort of warning or notice that I've gone over my plan limits. There were none and I was charge a lot extra. As I told [redacted] I used a gmail forwarding tool to send my old receipts overI did not actively send all those receipts and the policies of Shoebox are certainly not designed to help customers.I continue to request that you refund $87.40. Your response outlines a bunch of policies and reaffirms my complaints. Shoebox does not do what it says it does and policies are neither standard nor helpful to customers.Final Business Response Hey [redacted],Since it seems there was a miscommunication regarding the overage policy I went ahead and refunded the overage charge of $51.60 to your card, you should see that in the next few days as far as refunds for the monthly charges we wouldn't be able to do that. After your email to our support department we made sure the plan was cancelled and there were no further charges after that. I'm happy to put a credit on your account for those charges if you'd like to use us in the future though.Best Regards,[redacted]Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Thank you

Delay in returning documents; obstructive non-answers from customer service; no followup with P.O. re documents mailed but not received by customerMy documents were posted online by 12/19. My request for immediate return was not followed; documents were not mailed until 1/6. Emails were sent but not received, and my mailbox was set properly to receive from company. P.O. informed me if I did not have documents by 1/20 to contact company & have them file missing mail complaint with Durham p.o. Head of Customer Service refused to let me talk to someone else, said nothing could be done to track 1st class mail, which is not true based on my own experience, said he would contact operations and get back to me but did not. He claimed delivery sometimes takes 3 weeks, contradicting national p.o. tollfree info given to me. Claimed the fact docs were online made it ok that docs were lost. Not so due to nature of information & my circumstances under which it is difficult for me to print, which is why I need the originals back. I have talked with same customer service person 3 times in 3 weeks and been fluffed off every time.Desired SettlementI want paper copies of all documents lost in the mail returned by a trackable method.Final Consumer Response /[redacted]/Complaint resolved as of 1/24.Originals finally returned.

Continued to charge for service after the trial was cancelled.On June 5, 2013 I registered for a trial and found the application targeted travel expense management more than document management, fine. I contacted Shoeboxed to cancel the trial on June 7, 2013 and a credit for the service was issued. I thought no more about it until my annual audit where I found that Shoeboxed, after the credit, has been billing me every month for the last 12 months! Not a large amount at $9.95 a month, $150. I contacted Shoeboxed and despite the documented credit on my account, I had never used (or stored data) on the system, and I had not accessed the system since the trial, Shoeboxed refused to refund the $150. They agreed to refund the last month, $9.95.Desired SettlementI would like Shoeboxed to discontinue the billing to my American Express account, provide a full refund totaling 149.25, and confirmation that my billing information has been removed for their computer system, and the Shoeboxed account setup for the trial has been closed and deleted.Business Response /[redacted]/Hi [redacted],We sincerely apologize for this situation and are happy to provide a refund for some of the charges made to your account as well as offer you credit for your account. We do offer cancellation online via a button in your Account Settings, as well as by phone, online chat and email. We also follow up after cancelation with an email that confirms that your account has been canceled.After reviewing our billing history and logs we were unable to find anything suggesting that the account had been originally canceled and so we continued to bill you monthly as was agreed upon when you signed up. We are more than happy to offer a refund for the past two months which is a total of $19.90 and also give you Shoeboxed credit so that you can use our product to help you reduce the clutter of receipts and save you time.We hope that this has resolved this case to your satisfaction, and please contact us if you have any other questions or would like further clarification on anything I've mentioned here.Sincerely,[redacted]Lead Customer Advocate, ShoeboxedConsumer Response /[redacted]/While two months credit is better than nothing, I believe the cancelation is proven by the credit that appeared two days after the trial period begun. Shoeboxed crediting my account for the $9.95 monthly fee, why would that happen if not to close the account? If I had chosen a different plan the monthly amount would be different for the new service. Further, I never utilized or accessed the system, so Shoeboxed is getting money when no services were used. The reason I stopped the trial is because the service is not what I was seeking; a replacement for OfficeDrop that had ceased business. In addition, given the other complaints filed, this is not a single occurrence. There is a pattern where Shoebox does not stop billing after service has been cancelled. It just happened to take me longer to realize the error. This offer does not satisfy my request for a full refund for the reasons stated.Final Business Response /[redacted]/Hey [redacted],We have decided to just go ahead and issue you a full refund for the services. If you could email me your mailing address at [redacted]@team.shoeboxed.com we will send out a check to you today.Have a great day.[redacted]

I signed up for service, credit card debited over $600. Services were never rendered, Shoebox refused to give me a refund.I signed up for service in July of 2013 and provided my credit card information to be billed 49.95 per month. At that time I was told I could stop the service whenever I wanted to, there was no long term contract. Shoeboxed claimed to have sent postage paid envelopes to me so that I could send receipts that needed to be scanned to them. I never received the envelopes therefore never sent the documents to be scanned. I contacted Shoeboxed, they claimed to have sent envelopes and admittedly I was having trouble with my mail service. None the less, no services were ever rendered, in April 2014 I asked for a full refund of 499.50. I received a return email from [redacted] saying they could not refund a payment that was that far back. To my surprise, even after I asked for a refund and was told that my account would be canceled by [redacted] they continued to bill me. The total amount due now is in excess of 600.00 and the are refusing to refund more than 2 payments. I sent a letter to The CEO, VP and director of sales and the still refused to give me a refund.Desired SettlementI would like a full refund of all monies paid to Shoeboxed. No services were rendered as described therefore they should not keep my funds.Business Response /[redacted]/Dear [redacted],We have went ahead with the process to send you a full refund for the amount that has been requested. We mailed out the check on 9.18.14 and hope you will let us know when you receive it.We apologize that we were not able to offer the service that you needed at the time and hope you will keep us in mind in the future when you have more of a need to manage your documents and staying organized.Best Regards,[redacted]

COMPANY CHARGED ME FOR SERVICES NOT USED (OR AWARE OF); WHEN AWARE OF CHARGES CONTACTED MANY TIMES-REFUND NOT ISSUED.USED SERVICE IN 2013, NOT IN 2014, CHARGED A FEE OF $116.60 FOR A SERVICE I DON'T EVEN USE. EMAIL IS AUTO-DELIVERING RECEIPTS AND I CAN'T FIGURE OUT HOW TO TURN IT OFF.Desired Settlement$116.60Business Response /[redacted]/Hey [redacted],I apologize for our delayed response with this we looked into your account and see that those charges were a result of our Gmail Integration which searches for emails that fit the definition of a receipt. We then pull those and process them it is our policy to refund charges that are a result of the integration pulling incorrect documents. We issued a refund of $36.30 on February 3rd 2015. Can you forward us a up to date mailing address and we can send you a check for the remaining $80.40. You can just email me that address at [redacted]@team.shoeboxed.comBest,[redacted]Lead Customer Advocate at ShoeboxedXXX-XXX-XXXXThe refund is shown below:Transaction DetailsTypeRefundDateFeb 3, XXXX X:XX AM ESTAmount$36.60 USDStatusSuccessMethodCredit CardCredit Card XXXX-XXXX-XXXX-9706 [redacted]OriginRecurly AdminBilling Address[redacted]healy, AK XXXXXUnited States[redacted]Lead Customer AdvocateShoeboxed Inc.X-XXX-XXX-XXXXConsumer Response /[redacted]/Thank you, e-mail sent with mailing address.Final Consumer Response

You have billed me almost $850 more than our agreed monthly contract with you. Why? (our login is: [redacted]@gmail.com )You have billed me almost $850 more than our agreed monthly contract with you. Why? (our login is: [redacted]@gmail.com )Desired SettlementRefund on everything other than our $29.95 fee & an explanation.Business Response /[redacted]/Hey [redacted],I talked with your assistant this morning and we agreed to refund those charges as they were a result of our Gmail Sync Integration which incorrectly pulled documents to have processed. You should see these charges refunded on your account in 1-2 business days.Have a great week.[redacted]Lead Customer AdvocateConsumer Response /[redacted]/Thank you for admitting your mistake, and for the quick refund. This was a very large oversight by your company, and it is very careless to do something like this to your customers. No where did I see a statement from your company telling us that the email backup of our invoices would count against the paper copy backup. Furthermore, as admitted by you now you were backing up emails that were not invoices and counting this toward our tally. This should of been caught long before you automatically hit our credit card for an insane amount of overages as an error. I hope you have an internal meeting to address this issue in your company, or this would appear to be a purposeful ploy to have your customer base charged for unwanted services. Final Consumer Response /[redacted]/

Shoeboxes did not cancel my service when requested, and then refused to issue refunds for the service when I realized on my credit card bills.I subscribed to the Shoeboxed trial in November 2014, hopeful that I could use their service to scan documents. They claimed a 1-day turnaround time on mailed documents for the executive plan that I selected. Instead, it took them more than a month to get the scans uploaded and there were quality issues. I called multiple times to cancel the service, and each time I was unable to reach a human. I finally reached someone in mid-December 2014 and they said my account would be cancelled and I would not be billed for any of the time.A few months later (in April 2015), I noticed recurring $100/mo charges on my credit card. I immediately called in to Shoeboxed, and after a few calls was able to reach [redacted] He said that they would issue a refund, and I just needed to send an email to them (which I did promptly). After not receiving a response for 12 days (presumably in the hopes I would forget), I received an email from [redacted] saying they would not issue a refund except for April because "the account was active and able to be used during those times," despite my account having no use from December onwards.I would like a full refund of the charges on my account. I have already submitted a credit card dispute which is still pending for the January, February, and March charges. I would like Shoeboxed's assurance that they will not fight these credit card disputes, and a refund of my charges for December 2014.Desired SettlementI would like a full refund for the amount that I have paid. This is ridiculous.Business Response /[redacted]/I just reviewed this Revdex.com Complaint, and we decided to refund all of the charges that went through on the account. It appears there were 2 accounts that the client signed up for and one of them was canceled and the other that was under a different email address was not. So we refunded Jan, Feb, Mar, and April and each was for $99.95. Have a great day.Best,[redacted]Lead Customer AdvocateConsumer Response /[redacted]/Shoeboxed claimed in their Revdex.com response that they decided to refund all of the charges that went through on the account. However, that is not the case. I have still not been refunded for my December charge (billed on December 20th, 2014). I would like a refund for that, as Shoeboxed did not properly deliver the service described and did not cancel my service in a timely manner (if they had, I wouldn't have been charged).

Shoeboxed plan pricing options doesn't disclose the fees associated with going over the document limit. It states there are limits but not the fees.I purchased the basic plan, which limits the number of documents per month. In all honesty, I probably knew I sent more than 150 items, but did not pay attention to it at the time. I was not notified via email that I had exceed my limit and only saw that I was charged $168.80 for overage fees.On November 3, when I noticed the charge, I researched the Shoeboxed site to see what the fees are. I could not find the information, so I submitted a help ticket, asking for a refund and to cancel my account. [redacted] replied to me with a link to the page in the support document that states the policy. However, this is the only place the information is found. While I appreciate the link, this information should be given up front with the plan options and not hidden in the support documentation. They will not be providing me a refund, so I am reaching out to the Revdex.com for help.Desired SettlementI would like a refund of the $180.86 charged to me for the overage and that Shoeboxed provides a link or a pop-up box on their pricing plan page that explains the overage fees. It is not clear or transparent business practices to just list the overage prices in the FAQ section of the site. They should also send a notice to the plan holder that they have reached or are close to reaching their limit and then ask if Shoeboxed should continue with the processing of their documents submitted and charge them the overage fees. Business Response /[redacted]/Hey [redacted],The plans that we offer each come with a set amount of documents that we'll process per month as stated on our Pricing page. If you go over that set amount we charge a overage rate which can be found on our Support Site via this link http://support.shoeboxed.com/knowledgebase/articles/XXXXXX-when-does-my-monthly-...⇄ With the Classic Plan you get 150 documents a month for $29.95 and that breaks down to about $.20 per document which is the rate you were charged for each document you sent in. Since you sent in 844 documents over the 150 allotment that you paid for we billed you 168.80. I'm happy to apply a Shoeboxed credit to your account for $100 since there was some confusion there. But we did render services for those documents.Please let me know if you accept this and we will move forward.Best,[redacted]