Spa Tan

She signed up for the membershipShe chose to freeze the membership instead of cancelingShe came in to cancel her membership and our policy is "I am also aware that I am currently using the freeze option I will be charged additional auto-debit and will be able to use the service until that date of expiration arrives." She signed the paperwork on 9/12/so she would be able to use the service until 10/14/Offered to give $in store credit to try and keep her happy even though it wasn't our faultShe declined this offer

We received a dispute from client [redacted], member number [redacted], in January 2018 from Merchant Services (case number 0301802545470).  We did respond to this dispute on time and provided appropriate documentation.  I have attached the dispute forms.  Ms. Davis called around...

mid-February wanting to cancel her membership.  [redacted] has a billing agreement dating back to March 27th, 2015-[redacted] called and updated her payment information via telephone on November 30th, 2017.  At that time she was not present to sign the new billing agreement with the new card information that she had given over the phone.  She had an acct balance due of $53.77.  Clients need to pay fees due before canceling.  The client also needs to come in to fill out a form or send in a certified letter (as stated on her billing agreement).  Per customer service, I deleted the balance on her account and I faxed [redacted] a cancel/freeze form.  In the dispute, [redacted] stated to her bank that she had called Spa Tan and left messages (which were never received) and claims to have emailed us; we do not have a business email account set up at this time, so I'm not sure who she would have emailed.  We have no documentation or files of [redacted] filling out a cancel form previous to her current cancel form.  Spa Tan is owned by the same owner (we weren't bought out), same memberships and pricing, etc.  The only difference is the name of the facility.  Please feel free to contact us with any other questions or concerns you may have regarding this matter.

She signed up for the membership. She chose to freeze the membership instead of canceling. She came in to cancel her membership and our policy is "I am also aware that I am currently using the freeze option I will be charged 1 additional auto-debit and will be able to use the service until that date...

of expiration arrives." She signed the paperwork on 9/12/16 so she would be able to use the service until 10/14/16. Offered to give $50 in store credit to try and keep her happy even though it wasn't our fault. She declined this offer.