Smart Member Services

We appreciate you bringing this matter to our attention We have reviewed the complaint filed by [redacted] and have discovered that we have already addressed her concerns.The transaction in question was done in accordance of our compliance procedures [redacted] responded to a free trial offer and signed up for days of free VOIP service via our web enroll page.It was clearly explained at the time of the offer that if she wished to cancel the service that she must do so by phone or email before the free trial expired and that if she failed to do so she would be charged $per month for her V.O.I.Phome phone serviceBefore the free trial expired our office sent the member an email to the address we have on file ( [redacted] ) reminding her the free trial was coming to an end and to contact our offices should she have anyquestions or concerns before the billing cycle commencedWe sent a secondary email before the billing cycle began, providing her with a link to cancel should she wish to do soAt the time the monthly billing cycle was due to begin we had no record of cancellation on her account,therefore in accordance to our terms and conditions which were agreed to, she was billed $monthly[redacted] called into our customer service department on September, 10, claiming that she had not authorized the debit of $We explained to her that we did have an author ization on file and reminded her of the terms and conditions which she agreed toOur customer service agent took her claim seriously and provided prompt resolution Considering she was still within her rights to cancel we went ahead and cancelled her service along with providing her with a refund of $ (Refund confirmation #SMS091-015-09) The refund was sent on September, 10, and was deposited to her account within business days.To ensure the validity of the information obtained during enrolment, it has been confirmed the client signed up for our services via our enrolment form at www.smartmemberservices .comAs well, a validIP address was obtained along with an accurate date and time stamp Furthermore, we complied with the member's request for refund and cancellation We consider the matter closed.We apologize for the lengthy delay in providing a response, but it is necessary given the work we do to verify and validate our compliance procedure.Should you require anything further please do not hesitate to contact our customer service department at [redacted]

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

We appreciate you bringing this matter to our attention We have reviewed the complaint filed by [redacted] and have discovered that we have already addressed her concerns.The transaction in question was done in accordance of our compliance procedures [redacted] responded to a free trial offer and signed up for days of free VOiP service via our web enroll page on February, 26,It was clearly explained at the time of the offer that if she wished to cancel the service that she must do so by phone or email before the free trial expired and that if she failed to do so our monthly billing cycle of $would commenceBefore the free trial expired our office sent the member an email to the address we have on file ( [redacted] ) reminding her the free trial was coming to an end and to contact our offices should she have any questions or concerns before the billing cycle commencedWe sent a secondary email before the billing cycle began providing a link to cancel should she wish to do soAt the time the monthly billing cycle was due to begin we had no record of cancellation on the account, therefore in accordance to our terms and conditions which were agreed to, [redacted] was billed $on March, 31, 2016, May, 24, and June, 23, 2016.Ms[redacted] called into our customer service department on June 28, claiming that she had not authorized the monthly debits of $We explained to her that we did have an authorization on file and reminded her of the terms and conditions which she agreed toOur customer service agent took her claim seriously and provided a prompt resolution Considering she was still within her rights to cancel we went ahead and cancelled the service along with providing her with a refund of $ (Refund confirmation-SMS062-816-02) The refund was sent on June 28, and was deposited to her account within business days.To ensure the validity of the information obtained during enrolment, it has been confirmed the client signed up for our services via our enrolment form atwww.smartmemberservices.comAs well, a valid IP address was obtained along with an accurate date and time stampFurthermore, we complied with the member's request for refund and cancellation We consider the matter closed.We apologize for the lengthy delay in providing a response, but it is necessary given the work we do to verify and validate our compliance procedure.Should you require anything further please do not hesitate to contact our customer service department at [redacted]

We appreciate you bringing this matter to our attentionWe have reviewed the complaint filed by [redacted] and have discovered that we have already addressed her concerns.The transaction in question was done in accordance of our compliance procedures [redacted] responded to a free trial offer on April, 30, and signed up for days of free VOIP service via our web enroll page It was clearly explained at the time of the offer that if she wished to cancel the service that she must do so by phone or email before the free trial expired and that if she failed to do so she would be charged $per month for her V.O.I.Phome phone serviceBefore the free trial expired our office sent the member an email to the address we have on file ( [redacted] ) reminding her the free trial was coming to an end and to contact our offices should she have any questions or concerns before the billing cycle commenced on June 2, 2015.We sent a secondary email before the billing cycle began, providing her with a link to cancel should she wish to do so At the time the monthly billing cycle was due to begin we had no record of cancellation on her account, therefore in accordance to our terms and conditions which were agreed to, she was billed $on June, 2, [redacted] called into our customer service department on June, 10,claiming that she had not authorized the debit of $We explained to her that we did have an authorization on file and reminded her of the terms and conditions agreed to on April 30, Our customer service agent took her claim seriously and providedsound customer serviceShe then went on to request a refund and cancellation of her service along with requesting a copy of her authorizationConsidering she was still within her rights to cancel we went ahead and cancelled her service along with providing her with a full refund of $(Refund confirmation #SMS 061-015-17).The refund was sent on June, 10, and was deposited to her account the following business dayAs for the authorization request, it appears that it was never sent to memberI have taken the liberty to attach a copy of her web authorization for her records.We apologize for the lengthy delay in providing a response, but it is necessary given the work we do to verify and validate our compliance procedure.Should you require anything further please do not hesitate to contact our customer service department at [redacted]

We appreciate you bringing this matter to our attention. We have reviewed the complaint filed by [redacted] J [redacted] and have discovered that we have already addressed and attempted to resolve her concerns.The transaction in question was done in accordance of our compliance procedures.***... [redacted] responded to a free trial offer on October, 1, 2015 and signed up for 30 days of free VOIP service via our web enroll page.It was clearly explained at the time of the offer that if she wished to cancel the service that she must do so by phone or email before the free trial expired and that if she failed to do so she would be charged $40.00 per month for V.O.I.P. home phone service. Before the free trial expired our office sent the member an email to the e-mail address we have on file jay [redacted] ***) reminding her the free trial was coming to an end and to contact our offices should she have any questions or concerns before the billing cycle began on November, 5, 2015. We sent a secondary email before the billing cycle began, providing the member with a link to cancel should she wish to do so. At the time the monthly billing cycle was due to begin we had no record of cancellation on account, therefore in accordance to our terms and conditions which were agreed to, Mrs. [redacted] was billed $40.00 on November, 5, 2015. This transaction was then returned by the bank as NSF (non-suffcient funds) several days later.In accordance to our terms and conditions, we attempted to bill her again on January, 18, 2016 which prompted her to call our customer service department. [redacted] called into our customer service department on January, 26, 2016 claiming that she had not authorized the debit of $40.00. We explained to her that we did have an authorization on file and reminded Mrs. [redacted] of the terms and conditions agreed to on October,1st, 2015. Our customer service agent took Mrs. [redacted] 's claim seriously and provided sound customer service. She proceeded to request a refund and cancellation of the service. Considering she was still within her rights to cancel we went ahead and cancelled her service along with providing her witha full refund of $40.00. (Refund confirmation #SMS 012-616-19) The refund was sent on January, 26, 2016 and the refund was returned to us as "forged" on January, 18, 2016. On February, 2nd, 2016 we obtained an unauthorized return status on the debit to her account. Therefore, we did not capture her billing and made an attempt to refund her in order to rectify her concerns. We therefore consider the matter closed.We apologize for the delay in our response, but it is necessary given the work we do to verify and validate our compliance procedure.Should you require anything further please do not hesitate to contact our customer service department at [redacted]

e appreciate you bringing this matter to our attentionWe have reviewed the complaint filed by *** *** and have discovered that we have already addressed and resolved her concerns.The transaction in question was done in accordance of our compliance procedures*** *** responded to
a free trial offer on October, 21, and signed up for days of free VO P service via our web enroll page.It was clearly explained at the time of the offer that if she wished to cancel the service that she must do so by phone or email before the free trial expired and that if she failed to do so she would be charged $per month for her V.O.I.Phome phone serviceBefore the free trial expired our office sent the member an email to the address we have on file (*** ) reminding her the free trial was coming to an end and to contact our offices should she have any questions or concerns before the billing cycle commenced on November, 24, We sent a secondary email before the billing cyc le, providing her with a link to cancelshould she wish to do soAt the time the monthly billing cycle was due to begin we had no record of cancellation on her account, therefore in accordance to our terms and conditions which were agreed to, she was billed $on November, 24, 2014.*** *** called into our customer service department on December, 11, claiming that she had not authorized the initial debit of $We explained to her that we did have an authorization on file and reminded her of the terms and conditions agreed to on October, 2015 Our customer service agent took her claim seriouslyand provided sound customer serviceShe then went on to request a refund and cancellation of her serviceConsidering she was still within her rights to cancel we went ahead and cancelled her service along with providing her with a full refund of $(Refund confirmation # SMS121-114-06)The refund was sent on December, 11, and was deposited to her account the very next dayAs for the $in bank fees, unfortunately we cannot cover these fees as it is not our policy to do so also, we made numerous attempts to contact the customer before the billing cycle began.We apologize for the lengthy delay, but it is necessary given the work we do to verify and validate our compliance procedure.Should you require anything further please do not hesitate to contact our customer service department at *** *** * *** ** *** ** ***%

We appreciate you bringing this matter to our attentionWe have reviewed the complaint filed by *** M*** and have discovered that we have already addressed her and her husband's concerns.The transaction in question was done in accordance of our compliance proceduresHiram
*** responded to a free trial offer and signed up for days of free VOIP service via our web enroll page on January, 21, 2016.It was clearly explained at the time of the offer that if he wished to cancel the service that he must do so by phone or email before the free trial expired and that if he failed to do so our monthly billing cycle of$would commenceBefore the free trial expired our office sent the member an email to the address we have on file (***) reminding him the free trial was coming to an end and to contact our offices should he have any questions or concerns before the billing cycle commenced We sent a secondary email before the billing cycle began providing a link to cancel should he wish to do so At the time the monthly billing cycle was due to begin we had no record of cancellation on the account, therefore in accordance with our terms and conditions which were agreed to, Mr. *** was billed $on February, 24, 2016.Mrs*** *** called into our customer service department on March, 7, claiming that she had not authorized the debit of $We explained to her that we did have an authorization on file and reminded her of the terms and conditions which her husband agreed toOur customer service agent took her claim seriously and provided a prompt resolution Considering he was still within his rights to cancel we went ahead and cancelled the service along with providing them with a full refund of $ (Refund confirmation #SMS030-716-02).The refund was sent on March, 7,and was deposited to their account within business days.To ensure the validity of the information obtained during enrolment, it has been confirmed the client signed up for our services via our enrolment form at www.smartmemberservi ces.com As well, a validIP address was obtained along with an accurate date and time stamp Furthermore, we complied with the member's request for refund and cancellation We consider the matter closed.We apologize for the lengthy delay in providing a response, but it is necessary given the work we do to verify and validate our compliance procedure.Should you require anything further please do not hesitate to contact our customer service department at *** *** * * ** ** *** ** ***

We appreciate you bringing this matter to our attentionWe have reviewed the complaint filed by Mr*** and have discovered that we have already addressed his concerns.The transaction in question was done in accordance of our compliance procedures*** *** responded to a free
trial offer and signed up for days of free VOiP service via our web enroll page on October,14, 2015.It was clearly explained at the time of the offer that if he wished to cancel the service that he must do so by phone or email before the free trial expired and that if he failed to do so our monthly billing cycle of $would commence on November, 17, Before the free trial expired our office sent the member an email to the address we have on file(*** ***) reminding him the free trial was coming to an end and to contact our offices should he have any questions or concerns before the billing cycle commencedWe sent a secondary email before the billing cycle began and each month after providing a link to cancel should he wish to do soAt the time the monthly billing cycle was due to begin and before each monthly debit we had no record of cancellation on the account,therefore in accordance with our terms and conditions which were agreed to, Mr*** was billed $on November, 14, and every month after until March 21, 2016.Mr*** called into our customer service department on March, 22, claiming that he had not authorized the debits of $40.00.We explained to him that we did have an authorization on file and reminded him of the terms and conditions which he had agreed toOur customer service agent took his claim seriously and agreed to provide a resolution Considering he was still within his rights to cancel we went ahead and cancelled the service along with providing him with a refund of $ (Refund confirmation # SMS032-216-02) The refund was sent on March, 22, and wasdeposited to his account within business days days after we initiated the refund Mr. *** decided to cancel virtually via the link we provided to his e-mail and obtained a reimbursement for the most recent billing to his account for which he had already been refunded days earlier. To ensure the validity of the information obtained during enrolment, it has been confirmed the client signed up for our services via our enrolment form at www.smartmemberservices.comAs well, a valid IP address was obtained along with an accurate date and time stamp Furthermore, we complied with the member's request for refund and cancellationWe consider the matter closed.We apologize for the lengthy delay in providing a response, but it is necessary given the work we do to verify and validate our compliance procedure.Should you require anything further please do not hesitate to contact our customer service department at *** *** * *** ** *** ** ***Sincerely,Customer service representative

We appreciate you bringing this matter to our attention In response to the complaint filed through your office on March, 25, 2014, *** *** responded to a day free trial offer on January, 16, and consequently was signed up for days of free VOIP home phone service It was
clearly outlined in our terms and conditions at the time of the offer that if she wished to cancel the service, she must advise our customer service department by phone or email before the free trial expired
On the initial bill date we had no record of cancellation Therefore, in accordance to our terms and conditions which she agreed to, we debited *** ***'s account on March lOth in the amount of $
*** *** first contacted our customer service department on March, 20th, 2014, claiming that he had not authorized the transaction posted to his and his wife's joint bank account Our customer service representative reminded the member about the terms and conditions which were agreed to on January, 16, At which point MrSallee insisted it was not authorized Before cancelling the service we first
verified if there was any usage on the account past the trial period, and seeing as there was not, in accordance to our terms and conditions, the member was entitled to cancel and obtain a full refund We proceeded by providing the member with a refund
confirmation * *** and we immediately sent a full refund in the amount of $The refund was sent to her account the same day he contacted us (March, 20, 2014) and it was received by the member in no more than business daysAccording to our notes the member was satisfied with this resolution and thanked us for addressing his concernsWe have since closed the account and cancelled her service
Should you have any questions or concerns regarding this complaint, please do not hesitate to contact our customer service department at *** *** **

We appreciate you bringing this matter to our attention.  We have reviewed the complaint filed by [redacted] and have discovered that we have already addressed and resolved his concerns.The transaction in question was done in accordance of our compliance procedures. [redacted]...

responded to a free trial offer on October, 10, 2015 and signed up for 30 days of free VOIP service via our web enroll page.It was clearly explained at the time of  the offer that if he wished to cancel the service that he must do so by phone or email before the free trial expired and that if he failed to do so he would be charged $40.00 per month for V.0.1.P. home phone service. Before the free trial expired our office sent the member an email to the e-mail address we have on file ([redacted]) reminding him the free trial was coming to an end and to contact our offices should he have any questions or concerns before the billing cycle commenced on November, 13, 2015. We sent a secondary email before the billing cycle began, providing the member with a link to cancel should he wish to do so. At the time the monthly billing cycle was due to begin we had no record of cancellation on account, therefore in accordance to our terms and conditions which were agreed to, he was billed $40.00 on November, 13, 2015 and again on December 15, 2015.[redacted] called into our customer service department on December, 28, 2015 claiming that he had not authorized the 2 monthly recurring debits of $40.00. We explained to him that we did have an authorization on file and reminded Mr. [redacted] of the terms and conditions agreed to on October 10, 2015.  Our customer service agent took Mr. [redacted]'s claim seriously and provided sound customer service.  He went on to request a refund and cancellation of the service.  Considering he was still within his rights to cancel we went ahead and cancelled his service along with providing him witha full refund of $80.00. (Refund confirmation #SMS 122-815-10) The refund was sent on December 28, 2015 and was deposited to his account within 3-4 business days.We apologize for the lengthy delay, but it is necessary given the work we do to verify and validate our compliance procedure.Should you require anything further please do not hesitate to contact our customer service department at [redacted]

We appreciate you bringing this matter to our attention.  We have reviewed the complaint filed by [redacted] and have discovered that we have already addressed her concerns.The transaction in question was done in accordance of our compliance procedures. [redacted] responded to a...

free trial offer and signed up for 30 days of free VOIP service via our web enroll page.It was clearly explained at the time of the offer that if    she wished to cancel the service that she must do so by phone or email before the free trial expired and that if she failed to do so she would be charged $40.00 per month for her V.O.I.P. home phone service. Before the free trial expired our office sent the member an email to the address we have on file ([redacted] ) reminding her the free trial was coming to an end and to contact our offices should she have anyquestions or concerns before the billing cycle commenced. We sent a secondary email before the billing cycle began, providing her with a link to cancel should she wish to do so. At the time the monthly billing cycle was due to begin we had no record of cancellation on her account,therefore in accordance to our terms and conditions which were agreed to, she was billed $40.00 monthly.[redacted] called into our customer service department on September, 10, 2015 claiming that she had not authorized the debit of $40.00. We explained to her that we did have an author ization on file and reminded her of the terms and conditions which she agreed to. Our customer service agent took her claim seriously and provided prompt resolution.  Considering she was still within her rights to cancel we went ahead and cancelled her service along with providing her with a refund of $40.00.  (Refund confirmation #SMS091-015-09).  The refund was sent on September, 10, 2015 and was deposited to her account within 3 business days.To ensure the validity  of the information obtained during enrolment, it has been confirmed the client signed up for our services via our enrolment form at www.smartmemberservices .com. As well, a validIP address was obtained along with an accurate date and time stamp.  Furthermore, we complied with the member's request for refund and cancellation.  We  consider the matter closed.We apologize for the lengthy delay in providing a response, but it is necessary given the work we do to verify and validate our compliance procedure.Should you require anything further please do not hesitate to contact our customer service department at [redacted] [redacted]

We appreciate you bringing this matter to our attention. In response to the complaint filed through your office on April, 21, 2014. [redacted] responded to a 30 day free trial offer on February, 13, 2014 and consequently was signed up for 30 days of free VOIP home phone service (not roadside...

assistance service as outlined in the complaint) . It was clearly outlined in our terms and conditions at the time of the offer that if she wished to cancel the service, she must advise our customer service department by phone or email before the free trial expired.
On the initial bill date we had no record of cancellation.  Therefore, in accordance to our terms and conditions which she agreed to, we debited [redacted]'s account on March, 18th, 2014 and again on
April, 17th, 2014 in the amount of $40.00 each debit.
Mrs. [redacted] did not contact our customer service department however she did cancel and request a refund for her service via a link we sent to her email after the service was initiated. It was only once we received the complaint filed through your office did we realize she felt she was billed in error.
Our customer service representative contacted [redacted] on May, 29th, 2014 and reminded her about the terms and conditions which were agreed to on February, 13, 2014.  At which point, [redacted] insisted she was unaware of the billing schedule. Before cancelling the service we first verified if there was any usage on the account past the trial period, and seeing as there was not, in accordance to our terms and conditions, the member was entitled to cancel and obtain a full refund. We proceeded by providing the member with a refund confirmation# [redacted] and we immediately sent her the additional refund in the amount of $40. The refund was sent to her account the same day we obtained the complaint filed through your office on May, 29, 2014. The refund was received by the member in no more than 2 business days. The member was satisfied with this resolution and thanked us for addressing her concerns . We have since closed the account and cancelled her service.
Should you have any questions or concerns regarding this complaint, please do not hesitate to contact our customer service department at [redacted]

We appreciate you bringing this matter to our attention. We have reviewed the compla int filed by [redacted] and have discovered that we have already addressed her concerns.The transaction in question was done in accordance of our compliance procedures. [redacted] responded to a free...

trial offer on September, 18, 2014 and signed up for 30 days of free VOiP service via our web enroll page.It was clearly explained at the time of the offer that if she wished to cancel the service that she must do so by phone or email before the free trial expired and that if she failed to do so she would be charged$40.00 per month for her V.O.I.P. home phone service. Before the free trial expired our office sent the member an email to the address we have on file([email protected]) reminding her the free trial was coming to an end and to contact our offices should she have any questions or concerns before the billing cycle commenced on October, 20, 2014. We sent a secondary email before the billing cycle, providing her with a link to cancel should she wish to do so. At the time the monthly billing cycle was due to begin we had no record of cancellation on her account, therefore in accordance to our terms and conditions which were agreed to, she was billed $40.00 on October, 20, 2014.[redacted] called into our customer service department on January, 5, 2015 claiming that she had not authorized the 3 debits of $40.00.We explained to her that we did have an authorization on file and reminded her of the terms and conditions agreed toon September, 18, 2014. Our customer service agent took her claim seriously and provided sound customer service. She then went on to request a refund and cancellation of her service. Considering she was still within her rights to cancel we went ahead and cancelled her service along with providing her with a full refund of $120.00. (Refund confirmation # SMS 010-515-10). The refund was sent on January, 5, 2015 and was deposited to her account within 3 business days. As for the claim that was made that we billed her account a couple of years ago. We did some research and found that this was not the case. We have gone ahead and cancelled her service and provided a full refund to her checking account. She will no longer be billed even if we obtain an additional request of service as she is flagged in our system as a cancellation.We apologize for the lengthy delay, but it is necessary given the work we do to verify and validate our compliance procedure.Should you require anything further please do not hesitate to contact our customer service department at [redacted] *or by e-mail at[redacted]

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.  The only thing I don't agree with, is the part that my wife ordered the service in Jan. 2014. She does not recall ordering such a service, and since we have no home phone for long distance service what would be the point??

We appreciate you bringing this matter to our attention. We have reviewed the complaint filed by [redacted] and have discovered that we have already addressed her concerns.The transaction in question was done in accordance of our compliance procedures. [redacted] responded to a...

free trial offer on April, 30, 2015 and signed up for 30 days of free VOIP service via our web enroll page.  It was clearly explained at the time of the offer that if she wished to cancel the service that she must do so by phone or email before the free trial expired and that if she failed to do so she would be charged $40.00 per month for her V.O.I.P. home phone service. Before the free trial expired our office sent the member an email to the address we have on file ([redacted] ) reminding her the free trial was coming to an end and to contact our offices should she have any questions or concerns before the billing cycle commenced on June 2, 2015.We sent a secondary email before the billing cycle began, providing her with a link to cancel should she wish to do so.  At the time the monthly billing cycle was due to begin we had no record of cancellation on her account, therefore in accordance to our terms and conditions which were agreed to, she was billed $40.00 on June, 2, 2015.[redacted] called into our customer service department on June, 10,2015 claiming that she had not authorized the debit of $40.00. We explained to her that we did have an authorization on file and reminded her of the terms and conditions agreed to on April 30, 2015. Our customer service agent took her claim seriously and providedsound customer service. She then went on to request a refund and cancellation of her service along with requesting a copy of her authorization. Considering she was still within her rights to cancel we went ahead and cancelled her service along with providing her with a full refund of $40.00. (Refund confirmation #SMS 061-015-17).The refund was sent on June, 10, 2015 and was deposited to her account the following business day. As for the authorization request, it appears that it was never sent to member. I have taken the liberty to attach a copy of her web authorization for her records.We apologize for the lengthy delay in providing a response, but it is necessary given the work we do to verify and validate our compliance procedure.Should you require anything further please do not hesitate to contact our customer service department at [redacted]

This letter is being sent to you in response to the complaint filed through your office on May, 21, 2014. We appreciate you bringing this matter to our attention . [redacted] responded to a 30 day free trial offer and did not cancel the service before the 30 day free trial expired. Consequently...

she was billed for our service past the free trial period. It was clearly outlined in our terms and conditions at the time of the offer that if she wished to cancel the service, she must advise our customer service department by phone or email before the free trial expired.
On the initial bill date we had no record of cancellation . Therefore, in accordance to our terms and conditions which she agreed to, we debited [redacted] account.
Mrs. [redacted] contacted our customer service department on May, 20th, 2014. [redacted] claimed she was not aware of the billing cycle and stated that she wished to cancel the service.  Our customer service representative adhered to her request, cancelled her service and processed a refund in the amount of $120.00 to her account that very same day. The refund was sent to her account the same day she called the customer service department on May, 20, 2014. The refund was received by the member in no more than 3 business days. [redacted] was satisfied with this resolution and thanked us for addressing her concerns. We have since closed the account and cancelled her service.
Should you have any questions or concerns regarding this complaint, please do not hesitate to contact our customer service department at[redacted]

We appreciate you bringing this matter to our attention. We have reviewed the complaint filed by [redacted] J [redacted] and have discovered that we have already addressed and attempted to resolve her concerns.The transaction in question was done in accordance of our compliance procedures.[redacted]...

[redacted] responded to a free trial offer on October, 1, 2015 and signed up for 30 days of free VOIP service via our web enroll page.It was clearly explained at the time of  the offer that if she wished to cancel the service that she must do so by phone or email before the free trial expired and that if she failed to do so she would be charged $40.00 per month for V.O.I.P. home phone service. Before the free trial expired our office sent the member an email to the e-mail address we have on file jay[redacted]) reminding her the free trial was coming to an end and to contact our offices should she have any questions or concerns before the billing cycle began on November, 5, 2015. We sent a secondary email before the billing cycle began, providing the member with a link to cancel should she wish to do so. At the time the monthly billing cycle was due to begin we had no record of cancellation on account, therefore in accordance to our terms and conditions which were agreed to, Mrs. [redacted] was billed $40.00 on November, 5, 2015. This transaction was then returned by the bank as NSF (non-suffcient funds) several days later.In accordance to our terms and conditions, we attempted to bill her again on January, 18, 2016 which prompted her to call our customer service department.[redacted] called into our customer service department on January, 26, 2016 claiming that she had not authorized the debit of $40.00. We explained to her that we did have an authorization on file and reminded Mrs. [redacted] of the terms and conditions agreed to on October,1st, 2015. Our customer service agent took Mrs.[redacted]'s claim seriously and provided sound customer service.  She proceeded to request a refund and cancellation of the service.  Considering she was still within her rights to cancel we went ahead and cancelled her service along with providing her witha full refund of $40.00. (Refund confirmation #SMS 012-616-19) The refund was sent on January, 26, 2016 and the refund was returned to us as "forged" on January, 18, 2016. On February, 2nd, 2016 we obtained an unauthorized return status on the debit to her account.  Therefore, we did not capture her billing and made an attempt to refund her in order to rectify her concerns.  We therefore consider the matter closed.We apologize for the delay in our response, but it is necessary given the work we do to verify and validate our compliance procedure.Should you require anything further please do not hesitate to contact our customer service department at [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I did not order no VOIP telephone services. I already have a telephone service and I really would like to know how you all got my information to get access to my checking account. Even though your company put my money back in my checking account, it still upsets me to know that somehow you all manage to get access to my checking account because I know I did not order your services.

I AM SUBMITTING A REVIEW BECAUSE THE SYSTEM DIDN;T ALLOW ME TO SUBMIT A COMPLAINT) To show I am not trying to hurt their business, they did refund me (3 of the 4) $40 ACH from my checking account which I did not authorize. This service was started without my permission. They claim they sent me emails but I could not find them neither in the Inbox nor my Spam Folder. Even though this could possible be a case of Identity Theft, I am contemplating reporting this to the MD Attorney General's Office because who know how many other consumers are effected by this.
[redacted]
Washington, DC
"Working Together Works", DOC, 2013

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.