Slacker Inc

Good Morning,
For security purposes, we would ask that no personal information is provided in the replies, nor any credit card or other financial information Unfortunately, the information provided by the customer in the last response does not provide enough information though for us to issue a credit (we will need additional information from the card, and we would prefer to have this information securely provided to us over the phone versus replies here)We will continue to call and try to reach the customer, or they can call us at 858-943-and hit option at the menu to speak with us directly We can then have the customer provide the needed information in order to process the credit and also verify that the transaction has been processed successfully without any errorsBest regards,
*** ***Slacker Radio
Customer Support

Good Morning,Unfortunately the customer did not ask to cancel a subscription when he contacted us, but asked how to delete an account We replied back with information via email about how to delete an account, and never heard back from the customer Therefore, we were unaware that he
was having problems closing his account properly or cancelling the subscription The account was closed out a couple months later and no further charges were done after the card information was removed from the system We are unable to refund for past months of services provided to the customer as the subscription services would have been active during that time If there was any problems during the time that the subscription was active, then we would have been happy to assist during that time to correct any issues that the customer may have been experiencing or assist them in walking through canceling their subscription.Best regards,*** *Slacker Support

Good Morning,Unfortunately this was not billed by Slacker Radio, but by Verizon Wireless Since this was not billed by Slacker, we do not have any billing information or access to Verizon Billing systems to view any charges billed, or any credits that may have already been applied
by Verizon Therefore, I have escalated this complaint to our contacts at Verizon Wireless and asked that they contact the customer to assist with their billing questions We expect that they will be contacted in the next 24-hours to assist the customerI do apologize for any confusion regarding this subscription purchased through Verizon, but I expect that Verizon will be able to assist the customerThanks,Rome Eselin
Customer Support Manager
Slacker Radio

Good Morning,
Unfortunately the customer did not ask to cancel a subscription when he contacted us, but asked how to delete an account We replied back with information via email about how to delete an account, and never heard back from the customer Therefore, we were unaware
that he was having problems closing his account properly or cancelling the subscription The account was closed out a couple months later and no further charges were done after the card information was removed from the system We are unable to refund for past months of services provided to the customer as the subscription services would have been active during that time If there was any problems during the time that the subscription was active, then we would have been happy to assist during that time to correct any issues that the customer may have been experiencing or assist them in walking through canceling their subscriptionBest regards,
*** *Slacker Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
According to Verizon these charges are placed on their bill by youThey are charging me based on billing slacker radio sends to themThey cannot stop any billing because you are sending itto themaccording to Verizon Slacker
Has to resolve it

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I will have to contact Verizon to pull every bill to show proof of charges?
Regards,
*** ***

Good afternoon,We were unable to issue the credit via credit card due to the card being a different number than what was previously charged.  Therefore we have sent out a Check to his address.  We would expect that he should get this in the next 5-10 days depending on USPS delivery time.We informed him when we talked to him on the phone that we would try credit card first, and if that failed we would send a check out which is what we ended up having to do.  We confirmed with him the address to send the check to in case we needed to do that, and that is the address that the check was sent to.Best regards,[redacted]Manager, SupportSlacker Radio

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I'm concerned about the continuation of monies from my account, when I've advise them to close said account in Apr. 2015Please! Note, that the contents I've sent to your email suffice my communication with Slacker to close account.That's the proof I have forwarded, all correspondence to close this account was ignored, yet it became very convenient to deduct monies from accounts, But not addressing difficulty in receiving service.

Good Morning,For security purposes, we would ask that no personal information is provided in the replies, nor any credit card or other financial information.    Unfortunately, the information provided by the customer in the last response does not provide enough information though for us to issue a credit (we will need additional information from the card, and we would prefer to have this information securely provided to us over the phone versus replies here).We will continue to call and try to reach the customer, or they can call us at 858-943-5000 and hit option 3 at the menu to speak with us directly.   We can then have the customer provide the needed information in order to process the credit and also verify that the transaction has been processed successfully without any errors.Best regards,[redacted]Slacker RadioCustomer Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Good Afternoon,According to the information provided, there was a subscription billed by [redacted] Wireless as part of the [redacted] Wireless monthly bill.   This was associated with the Email address of [redacted].   According to [redacted], they terminated this subscription on...

2/12/2016.   Unfortunately since this was billed through [redacted], any credits/refunds would have to be processed by [redacted] as they are the ones that did the billing (You got the bill each month from [redacted] and you paid [redacted]).   In order to ask for any refunds, you will need to contact [redacted] by looking at the your [redacted] Bill, and directly below the subscription charge on the [redacted] Wireless Bill, there is a number to call for all Billing related questions.  Please call that number and speak with a [redacted] Wireless Supervisor and they should be able to further assist you there.If you have any further issues with [redacted], please get the Agents name and Supervisors name that you speak with at [redacted], and then contact us directly at 858-943-5000 and provide us the names and we can then forward them to our Contacts at [redacted] Wireless and ask that you get a call back from someone higher up to discuss further options. Best regards,[redacted]Slacker Support

We have left messages for the Customer to get a hold of them, but have not gotten in touch with them when calling and they have not contacted us back.At this time we will go ahead and process a refund for three months, but we need to speak with the customer to verify the information in order to process that refunds.We will continue to call and leave messages and they can reach us at 858-943-5000 Option #3.Once we have verified the information the refund will be issued by either check (mailed) or to Credit Card depending on how the customer would like to request it. Best regards,[redacted]Slacker Support

We did get an email asking to cancel this subscription, but unfortunately the email address that the email came from did not have a Slacker account and therefore, we did reply back with the directions on how to cancel the subscription since there as no subscription on the account the email came...

from, and so we were unable to locate the subscription and verify ownership of the account.   This email was  received from the email address of [redacted] and the reply went to that email address.  There was no response from this email address asking for further assistance.
We did receive a follow up email from a different email address regarding this same subscription (this email came from [redacted]), which provided the information that allowed us to look up the account with Verizon and provide the account information to the customer so that they could log in to the account and complete the cancellation.  The information we provided was the correct account registered and upgraded through Verizon, which was under the email of  [redacted].  This was no reply from this email address asking for further assistance.
 
On 4/24, we got a follow up email from a 3rd email address, the email address that the account was under, [redacted].   It was explained at this time that they were still unable to cancel the subscription themselves due to changing phones (they now had an iPhone, and since Apple forces all purchases to go through iTunes, they were unable to access Verizon Cancellation page.  Since this request came from the email address that the account was under, we were able to send a cancellation request to Verizon on behalf of this customer to cancel this subscription from Verizon Billing. (We have to validate that the request is coming from the account holder, and not someone else) This was completed on 4/25 and an email was sent back confirming the cancellation on 4/25 to the email address of [redacted] (which is the email address on the account, so all account communication would go through that email address).   The subscription is now showing as cancelled in Verizon's system and it will not bill again.  
 
If there are any other billing questions then please contact Verizon Billing, as unfortunately we do not have any direct access to their billing system to view your account specifics or issue any credits/refunds.   We can only assist you in cancelling the subscription if it is billed through Verizon, locating the account information, or verify if the subscription is active or not on an account.
 
Again, to confirm, this subscription has been cancelled through Verizon and will no longer bill as of 4/25/2014.
Best regards,
[redacted]
Slacker Customer Support

Good afternoon,
We were unable to issue the credit via credit card due to the card being a different number than what was previously charged.  Therefore we have sent out a Check to his address.  We would expect that he should get this in the next 5-10 days depending on USPS delivery time.
We informed him when we talked to him on the phone that we would try credit card first, and if that failed we would send a check out which is what we ended up having to do.  We confirmed with him the address to send the check to in case we needed to do that, and that is the address that the check was sent to.
Best regards,
[redacted]Manager, Support
Slacker Radio

Good Afternoon,
According to the information provided, there was a subscription billed by [redacted] Wireless as part of the [redacted] Wireless monthly bill.   This was associated with the Email address of [redacted].   According to [redacted], they terminated this...

subscription on 2/12/2016.   Unfortunately since this was billed through [redacted], any credits/refunds would have to be processed by [redacted] as they are the ones that did the billing (You got the bill each month from [redacted] and you paid [redacted]).   In order to ask for any refunds, you will need to contact [redacted] by looking at the your [redacted] Bill, and directly below the subscription charge on the [redacted] Wireless Bill, there is a number to call for all Billing related questions.  Please call that number and speak with a [redacted] Wireless Supervisor and they should be able to further assist you there.
If you have any further issues with [redacted], please get the Agents name and Supervisors name that you speak with at [redacted], and then contact us directly at 858-943-5000 and provide us the names and we can then forward them to our Contacts at [redacted] Wireless and ask that you get a call back from someone higher up to discuss further options. 
Best regards,
[redacted]
Slacker Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I'm concerned about the continuation of monies from my account, when I've advise them to close said account in Apr. 2015Please! Note, that the contents I've sent to your email suffice my communication with Slacker to close account.That's the proof I have forwarded, all correspondence to close this account was ignored, yet it became very convenient to deduct monies from accounts, But not addressing difficulty in receiving service.

I do apologize, but I am not sure what the bait/switch was here.
I responded to the Revdex.com Letter stating that the Contracts with TMobile state that all billing done by TMobile Phones go through TMobile billing.   I included the exact copy of the Revdex.com response in an email to the customer and provided a 1 month Gift Code per the response provided to the Revdex.com.   The customer then responded to that email and asked a follow up question/statement.   I again confirmed that the reason they can not use credit card billing on the phone is that the contract we have with TMobile states that all upgrades go through TMobile Billing.     I do apologize if there was any confusion in any of our responses.   We did not reply via the Revdex.com on the follow up email because the customer did not reply to the Revdex.com.    We were not trying to be "sneaky" in this, but felt that since the follow up was to us directly that we would reply directly to the customer.   
Again, all of the communications from me repeatedly stated that if you sign up via your TMobile Phone that you will be billed by TMobile per the contracts with TMobile.   There is an alternative way to be billed, by credit card, which can be purchased directly through Slacker via our Slacker Website.   At this time, the Subscription Fee charged by TMobile has been refunded, and we have provided a free 1 Month Gift Code to the customer for the trouble they had.   I believe that we have done everything that we explained in our initial response to the Revdex.com without any bait/switch.
Best regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I did send an email accepting the response, directly from SLACKER and redeemed it, then I was sent the following mail.  I now no longer accept because they lied to you.  So NO they do not offer you to "opt out" and require that the phone company charge me. It states here that they are required to charge said phone company for services, not that they are allowed to bypass this contract as the email they provided to you states. 
They baited me into accepting the terms of the settlement, and only then responded to my email to them about how the simple change could avoid the issue.
Below is my personal response to SLACKER when they presented the email to me regarding the issue at hand. 
Thank you for the offer, I have accepted the terms of the offer, but would like to express my concern with the billing terms.
I do not feel that anybody should be forced to have to use a separate site, or device in order to sign up for a subscription.
Not all phones support the website correctly, and not everyone has a computer, hence the reason so many people have smartphones. They seem to use it as a "all in one" device, however that does not mean it always works with certain sites. Why should anyone have to go "outside of the app" in order to pay for something that they should be able to have as an option in app? Whether by way of computer, or web browser on a phone that correctly displays the site, nobody should be held against their will to pay for a plan, using the phone company, without being given the option to pay "in app" with a card instead, and choosing to turn on and off the ability to charge the phone company.
This is all in very simple coding. This can be achieved with a simple update and a extremely minor mod in the app.
It should be addressed as a real issue, not as a case by case issue. People want options, and if we cannot get the these options, you will find more negative reviews, more Revdex.com cases (which I know most of you laugh at), and more people looking for options elsewhere. When a extremely simple opt out option, or "pay by" option could be so much more useful. Tmobile does not require that you give us no options in app.
Thank you for the time, thank you for providing the month of premium, although the person I spoke to said he could do nothing, and that I had to wait, but this email is proof that you guys had the ability the whole time to simply do what I requested, so why did I have to go as far as I did? That is not customer support, that's deference.
Please treat people better, we are the ones paying for it.
Below is the response from SLACKER informing me that YES they can correct the issue, but will not based on the contract with the carriers. SO in the email that they sent to you, they lied about being able to ACCEPT or DECLINE. 
Good morning,
I do apologize, but the ability to upgrade via Credit Card on your Phone is not a "Coding" issue. You are correct, it is a simple coding change, but the reason it's not available is due to our contracts with the Carriers. They put a value on all of their customers, and therefore they require us to use them for billing, and it's part of our contract with them to do so. (They get to keep a portion of every subscription they bill. This is just like Apple and their requirement that all purchases from iPhone products use iTunes.)
So I do apologize again for the inconvenience.
Best regards,[redacted] ESlacker Support.
Regards,[redacted]

We have left messages for the Customer to get a hold of them, but have not gotten in touch with them when calling and they have not contacted us back.
At this time we will go ahead and process a refund for three months, but we need to speak with the customer to verify the information in order to process that refunds.
We will continue to call and leave messages and they can reach us at 858-943-5000 Option #3.
Once we have verified the information the refund will be issued by either check (mailed) or to Credit Card depending on how the customer would like to request it. 
Best regards,[redacted]Slacker Support

Good afternoon,
We have received a reply back from Verizon stating that they had someone from Verizon contact Mr [redacted] and resolved the issue.    Since Verizon has taken care of this issue with the customer directly we believe that the issue is now resolved. 
Best regards,
Rome ESlacker Support