Simxperience

Greetings~This customer was using our services to process credit card transactions. The customer incurred normal fees from processing payments.  However, when it came time for the business to pay for these transactions, their accounts rejected numerous times.This ultimately led to our...

decision to close their account upon settlement of funds owed (despite the customer's protests to keep the account open).As it was towards the end of the month, the actual closure of the account missed the final cutoff window which incorrectly resulted in an additional monthly service fee that should not have been charged.Our support department immediately agreed to issue a refund; these refunds are normally settled at the end of the month.The customer was unhappy with this response and called to complain to a supervisor asking that the refund be expedited; the supervisor agreed to expedite the refund.  The refund was issued as of yesterday 1:34 pm:Status: (Refund)Date/Time: 12/14/2015 01:34 PM PSTExplanation: Approved (00)Capture Amount: -$63.08Transaction Id: 19[redacted]7Despite meeting the customers requests, they filed a complaint.We feel we have already addressed this customer's complaint and request that the Revdex.com remove it from our file.With kindest regards,E[redacted]

[redacted] purchased a single user license of a software product, [redacted] from SimXperience.com on 7/24/2014.The software license key, software download, and website login information were all immediately and automatically provided to him via the website.It is a standard practice in software...

sales to require a license to activate a piece of software. It is also common practice to limit the number of simultaneous software activations across computers.The limit for [redacted] is 2 activations. If a customer needs to install the software on a new machine, he simply needs to uninstall the software from a previous machine.[redacted] contacted us via email on 11/11/2017 and 11/12/2017 (Saturday and Sunday) stating that he had hit his installation limit and that he was frustrated by this.[redacted]as responded to on the following Monday when sales and support representatives were available as is common for most companies of our size.On 11/13/2017 [redacted] was provided with instructions on how to install and uninstall a license key for the [redacted] software. He was also provided with one additional installation of the license extending his uses to 3 total computers.[redacted] then demanded we remove the license key limitations entirely, which is a common practice and protects software developers from theft. When this was explained to him he was not sympathetic and threatened us numerous times with efforts to damage our reputation and drag us into court etc.Both parties then concluded a refund would be the best route.We immediately attempted to refund [redacted] credit card used to make the purchase, however the purchase was made over 3 years ago and [redacted] credit card was no longer active.We attempted to send funds to another credit card, however, this s not possible through our credit card processor.[redacted] refused to accept funds via [redacted], demanded a check, and threatened us again.Some deliberation was made internally whether it would be advisable for us to send a check to [redacted] as it contains a checking and routing # and he clearly intends to harm the company.A check was mailed 11/28/2017. By this time [redacted] had already filed a complaint via the Revdex.com.To summarize [redacted] has been in ownership of a fully functional software product for over 3 years, became irate due to lack of response over a weekend, and demanded a change to our business model.His technical issue was resolved the 1st business day and this did not satisfy him.He has been refunded in full despite 3 years of ownerships and more software activations than is allowed for the software.All communications on the issue are attached in PDF.Best Regards,[redacted]