Smilebox Inc

January 5, 2016
 
Case #[redacted]
[redacted]
 
This letter is intended as a response to the complaint filed by [redacted] on 12/21/2015. We checked our system and found that [redacted] signed up for our 7-day free trial, which continued on to an annual subscription, as we do not...

offer a monthly subscription option. Her account is under:
 
[redacted]
 
She subscribed to Smilebox and was billed $47.88 on 12/14/15 for an annual subscription. We refunded the amount billed to her Visa credit card ending in [redacted] on 01/05/2016. Her subscription has been cancelled and she will not be billed again.
 
We hope this will resolve this complaint.
 
Sincerely,
Samantha T[redacted]
Customer Support Team Lead
Smilebox, Inc.

December 12, 2015
 
Case #[redacted]
[redacted]
 
This letter is intended as a response to the complaint filed by [redacted] on February 2nd 2016. We checked our system and found that [redacted] signed up for our 7-day free trial, which continued on to an annual...

subscription, as we do not offer a monthly subscription option. His account is under:
 
[redacted]
 
He subscribed to Smilebox and was billed $47.88 on 12/15/2016, for an annual subscription. This payment was automatically returned by PayPal on Dec 15, 2016 because the funds were unclaimed for 30 days.
We hope this will resolve this complaint.
 
Sincerely,
Tania M[redacted]
Customer Support Team Lead
Smilebox, Inc.

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.
They treated the complaint as if I was complaining about an unauthorized renewal when I was complaining about the service not functioning and not getting a satisfactory response from customer service. However, I will accept cancellation of the service and refund of my money since they are apparently unable to repair the problem.
Sincerely, [redacted]

Case #[redacted]
[redacted]
 
This letter is intended as a response to the complaint filed by [redacted] on October 7th, 2016. We checked our system and found that [redacted] signed up for our 7-day free trial, which continued under a monthly subscription. His account is under:
 
[redacted]@gmail.com
 
He subscribed to Smilebox and was billed $6.9 on 9/18/2016 and 9/29/16, for a monthly subscription. We refunded the amount billed to his MasterCard ending in [redacted] on 09/27/2017. His subscription has been cancelled and he will not be billed again.
 
We hope this will resolve this complaint.
 
Sincerely,
[redacted]
Customer Support
Smilebox, Inc.

January 25, 2017
 
Case #
[redacted]
 
This letter is intended as a response to the complaint filed by [redacted] on January 24th 2017. We checked our system and found that [redacted] signed up for our 7-day free trial, which continued to an annual...

subscription, as we do not offer a monthly subscription option. His account is under:
 
[redacted]
 
He subscribed to Smilebox and was billed $47.88 on 12/28/16 for an annual subscription. We refunded the amount billed to his Mastercard credit card ending in [redacted] on 01/25/17. His subscription has been cancelled and he will not be billed again.
 
We hope this will resolve this complaint.
 
Sincerely,
Tania M[redacted]
Customer Support Team
Smilebox, Inc.

Complaint: [redacted]I am rejecting this response because:  The website is misleading and leads you to think you will be billed $3.99 a month and then if you do not cancel within 7 days you will be charged $3.99.  Just another case of misleading marketing strategies and hidden information in the terms of condition.  I would never have bothered with this website for one small tool I needed to make a video if I knew it would cost me $47.88.  I simply asked for a refund of 11 months and was denied multiple times with someone named [redacted] who turned our e-mail conversation into an argument.  If anything, a reputable company would at least have better customer service than this guy.  Obviously, this company depends on manipulating people to draw revenue rather than offer a great product.  A simple search on any engine shows that they have 100's of complaints from customers like myself who felt ripped off.  I worked in the retail industry for many years and never did my company fight over $48 like this one is.  Again, if the company know as Smilebox couldn't mislead people into losing $48.00 they would not be in existence.  Furthermore, the screen shot provided is familiar to me and I did provide my payment, but did not think it would ever be charged more than $3.99
Sincerely,[redacted]

June 5, 2016
 
Case #[redacted]
[redacted]
 
This letter is intended as a response to the complaint filed by [redacted] on June 5th, 2016. We checked our system and found that [redacted] signed up for our 7-day free trial, which continued on to an annual...

subscription, as we do not offer a monthly subscription option. His account is under:
 
[redacted]@gmail.com
 
He subscribed to Smilebox and was billed $47.88 on 5/8/16, for an annual subscription. We refunded the amount billed to his VISA credit card ending in [redacted] on 06/05/2016. His subscription has been cancelled and he will not be billed again.
 
We hope this will resolve this complaint.
 
Sincerely,
Tania M[redacted]
Customer Support
Smilebox, Inc.

Case #[redacted] Sabala   This letter is intended as a response to the complaint filed by [redacted] on May 15th 2015. We checked our system and found that [redacted] account was billed for renewal on April 16, 2015 and once her payment information was updated in May, a temporary...

authorization was required to confirm her new information. Her account is under:[redacted]@rocketmail.comAs explained when she contacted us, the second amount shown on 5/13/15 was a temporary authorization hold, which should disappear within a few business days. These holds are sometimes required while the information is being verified. The account was only billed once in 2015 on April 16th.We hope this will resolve this complaint. Sincerely, [redacted]Customer Support Team Lead Smilebox, Inc.

We have reviewed correspondence with the complainant over the years, all emails are logged. Every time she has written in, we have replied. She is clearly very aware of how how product is set up and works. She also know the email address to contact, in order to cancel. We don’t seem to have any...

recent correspondence however. [redacted] also goes by [redacted] on her accounts and different surnames [redacted] 1. [redacted]@me.com – No active membership. Last billed in 2015 We are sure there are more accounts, but the details used keep changing so it is difficult to monitor. However, her email address used to contact Revdex.com points to further correspondence using different accounts. 1.       [redacted] has contacted us over the years, we have always replied. See correspondence attached. 2.       We don’t close Smilebox accounts. We close memberships. Customers can contact us through our email support, which she clearly has done so in the past. We don’t have any recent emails from her. To summarise: We do not feel we are liable for the customers’ late fees. We do not feel we have acted in an unclear, unfair manner. We have provided adequate support and information to the customer. We do not know which account the customer is referring to, the ones we found have closed memberships and no recent fees.    We are happy to refund customers where appropriate. We cannot issue refunds for anything other than amounts paid to Smilebox. We can only cover  subscription fees and shipping costs. We cannot cover a customer’s late fees.     We need the customer to contact [email protected] with their account details and transaction details so we can review the request for further refunds.

Complaint: [redacted]I am rejecting this response because: I believe the refund policy is unfair.  As a customer you are forced to accept the payment plan of either one month or a year in order to do one transaction.  There is no choice.  While they may reference their policies during the transaction process, it seems merely a formality. There is never an intention of offering strong customer service or providing the best product/experience for the end-user.  Any company not willing to give money back for services unused and forcing customers into a situation where they automatically pay more (or have to opt-out of paying) is merely out for the money.  It is a money grab. I did not realize my error in signing up for a year long subscription and would like to be refunded for this.  It was merely a mistake and again, I am happy to pay the $3.99 for the service I used, but not the full year subscription.  Sincerely,[redacted]

June 14th, 2016
 
Case #[redacted]
[redacted] [redacted]
 
This letter is intended as a response to the complaint filed by [redacted] [redacted] on June 11th 2016. We checked our system and found that [redacted] [redacted] signed up for our 7-day free trial, which continued on to an annual...

subscription, as we do not offer a monthly subscription option. Her account is under:
 
[redacted]@gmail.com
 
She subscribed to Smilebox and was billed $47.88 on 6/10/16, for an annual subscription. We refunded the amount billed to her MasterCard ending in [redacted] on 14/6/2016. Her subscription has been cancelled and she will not be billed again.
 
Please note that we offer a 7 day trial and not 30 days.
 
We hope this will resolve this complaint.
 
Sincerely,
Tania M[redacted]
Customer Support
Smilebox, Inc.

Case # [redacted] NAME [redacted] This letter is intended as a response to the complaint filed by [redacted] on September 15, 2015. We checked our system and found that [redacted] had an annual subscription to Smilebox. Her account is under: [redacted]@gmail.com She was billed $47.88 on August...

12, 2015 for an annual subscription. We have refunded the amount that she was billed to her credit card. The refund will post to her account in two or three business days. Her subscription has been cancelled and she will not be billed again. We hope this will resolve this complaint. Sincerely, Samantha T[redacted] Customer Support Team Lead Smilebox, Inc.

Case #[redacted] This letter is intended as a response to the complaint filed by [redacted] on June 3rd 2015. We checked our system and found that [redacted] signed up for our 7-day free trial (credit card required), which continued on to an annual subscription because the account was...

not cancelled before the end of the trial period. Her account is under:[redacted]@hotmail.com She subscribed to Smilebox and was billed $47.88 on May 29, 2015 for an annual subscription. Before signing up, customers are shown the following screen [attached], which outlines our $47.88 annual price (equivalent to $3.99/mo, billed annually). Customers must also check that they agree to the Club Smilebox Terms of Service that outline our upfront, automatic billing policy. Her subscription has been scheduled to cancel before renewal and she will not be billed again. We hope this will resolve this complaint.  Sincerely, Samantha T[redacted]Customer Support Team Lead Smilebox, Inc.

Case #  [redacted]
NAME   [redacted]
 
This letter is intended as a response to the complaint filed by [redacted] on September 22, 2015. We checked our system and found that [redacted] had an annual subscription to Smilebox.
 
His account is...

under:
 
[redacted]@yahoo.com
 
He was billed $47.88 on September23, 2015 for an annual subscription.
We refunded the amount that he was billed to her credit card on September 23, 2015.           
Her subscription has been cancelled and she will not be billed again.
 
We hope this will resolve this complaint.
 
Sincerely,
 
Samantha T[redacted]
Customer Support Team Lead
Smilebox, Inc.

Case #  [redacted]
NAME   [redacted]
 
This letter is intended as a response to the complaint filed by [redacted] on August 4th 2015. We checked our system and found that [redacted] had  an annual  subscription to Smilebox.
 
Her account is...

under:
 
[redacted]yahoo.com
 
She was billed $47.88 on August 1, 2015 for an annual subscription.
We have refunded the amount that she was billed to her credit card.
The refund will post to her account in two or three business days.        
Her subscription has been cancelled and she will not be billed again.
 
We hope this will resolve this complaint.
 
Sincerely,
 
Samantha T[redacted]
Customer Support Team Lead
Smilebox, Inc.

April 27, 2017   Case #[redacted]   This letter is intended as a response to the complaint filed by [redacted] on 3/22/2017. We checked our system and found that she signed up for our 7-day free trial, which continued on to an annual subscription, as we do not...

offer a monthly subscription option. Her account is under:   [redacted]@comcast.net   She subscribed to Smilebox and was billed $47.88 on 3/20/2017 for an annual subscription. We refunded the amount billed to her Discover card ending in 6105 account on 4/27/2017. Her subscription has been cancelled and she will not be billed again.   We hope this will resolve this complaint.   Sincerely, Tania M[redacted] Customer Support Team Smilebox, Inc.

Complaint: [redacted]I am rejecting this response because:  They are incorrect,  the bank did authorize the charge as you can see on the provided  copy of my bank statement.. They keep denying the receipt of payment.  Sincerely,[redacted]

April 27, 2017   Case #[redacted]     This letter is intended as a response to the complaint filed by [redacted] on 4/3/2017. We checked our system and found that [redacted] signed up for our 7-day free trial, which continued on to an annual subscription,...

as we do not offer a monthly subscription option. His account is under:   [redacted].[redacted]@hotmail.com     He subscribed to Smilebox and was billed $47.88 on 3/28/2017 for an annual subscription. We refunded the amount billed to his Visa credit card ending in [redacted] on 4/27/2017. His subscription has been cancelled and he will not be billed again.   We hope this will resolve this complaint.   Sincerely, Tania M[redacted] Customer Support Team Smilebox, Inc.

Case #[redacted] This letter is intended as a response to the complaint filed by [redacted] on June 4th 2015. We checked our system and found that Lori signed up for our 7-day free trial (credit card required), which continued on to an annual subscription, as we no longer offer a monthly...

subscription option. Her account is under:[redacted]She subscribed to Smilebox and was billed $47.88 on May 8, 2015 for an annual subscription. The first refund request we received was dated May 31st, which is 23 days after the billing date. We see that her account was active and used past the May 8th date. Before signing up, customers are shown the following screen [attached], which outlines our $47.88 annual price (equivalent to $3.99/mo, billed annually). Customers must also check that they agree to the Club Smilebox Terms of Service that outline our upfront, automatic billing policy and no-refund policy. Her subscription has been scheduled to cancel before renewal and she will not be billed again. We hope this will resolve this complaint.  Sincerely, Samantha T[redacted]Customer Support Team Lead Smilebox, Inc.

March 19, 2015
Case #[redacted]
This letter is intended as a response to the complaint filed by [redacted] on March 5th 2016. We checked our system and found that [redacted] signed up for our 7-day free trial, which continued on to an annual subscription, as we do not offer a monthly...

subscription option. His account is under:
[redacted]
He subscribed to Smilebox and was billed $47.88 on 2/13/16, for an annual subscription. We refunded the amount billed to his Paypal account on 6/3/2016. His subscription has been cancelled and he will not be billed again.
We hope this will resolve this complaint.
Sincerely,
Tania M[redacted]
Customer Support
Smilebox, Inc.