Complaint: [redacted]
I am rejecting this response because it isn't true. My account was eventually refunded, but her response above is sneaky and something people should know! She did not respond to my tickets in a timely manner. She even apologized "for the delay". Notice the dates. I sent 3 emails to them that were ignored for almost two weeks. I had to call my credit card company from the lack of response, who credited me the funds. Then Stratfor refunded it. I had to call the credit card company back and tell them to take the credit back. Hours of messing with it.After 7 days of no response:On Thu Jan 05 17:12:40 2017, [redacted] wrote:[redacted], Please respond. You've now ignored me for 7 days. [redacted] After 5 days of no response:On Tue, Jan 3, 2017 at 5:33 PM, <[redacted]> wrote:[redacted], Have you considered this issue closed? I never heard back. If I don't hear back in a day or two, I'll go ahead and file a complaint with my credit card company. Please let me know. I know this isn't your fault, but I'm really disappointed in your company's new practices. It didn't used to be this way at Stratfor. I'll also be filing a complaint with Revdex.com, posting comments wherever is relevant, and warning others of your renewal practices. That's all I can do. Again, just let me know so I can go forward. [redacted] WHAT'S MOST AMAZING--the copy of the email she included above is doctored! Here's the actual email signed by [redacted]!Hi [redacted],So sorry for the delay. I have refunded your account. I have sent the copy of the receipt through email. I have also marked your account to not auto renew. Please let us know if you would like to return. Have a great day![redacted]Manager - Subscriber and Member ServicesSTRATFORP.O. Box 92529Austin, Texas 78709-2529http://www.stratfor.com/contactPhone: +1-512-744-4300, option 2Toll-free from the U.S. and Canada: 877-978-7284Office hours: 7:30 AM to 5:30 PM CST, Monday through FridayYou can Chat with us during business hours!
Complaint: [redacted]
I am rejecting this response because:They have notes for my account, but no note that indicates that I called to cancel their service. Wonderful. That must mean that I am wrong or worse, deliberately dishonest. Their response indicates that Startfor is willing to profit from someone, just because they "should have paid better attention".Their response indicates that I paid triple the amount in 2014 than 2013, willingly, and they go on to say I did not access their site all during that time. Over the phone they have acknowledged that I did not use their service for 1 year and 9 months, yet they maintain that I was a willing subscriber, all that time. There is a log-in that is required to read FULL articles, and they acknowledge that I have not done so. They claim to have sent me a book that I have never heard of, and do not want, anyway.They have also said that they cancelled my unasked for 2016 service (that they AGAIN auto-renewed), yet even now I continue to receive their e-mails after they assured me I would receive no more. Over the phone they told me they would end immediately. They did offer a free 7 month subscription, but I rejected over the phone; have they unilaterally decided to give it to me anyway? I don't want it; will they now say that I did NOT reject it? If these e-mails are an indicator of continued service (as they stated over the phone), then I guess I can expect (again) that the charges will not reversed and my account will not be cancelled. I accept by their response that they will not make this right; the customer is clearly secondary, to the pittance they received from me. A shame... I will not subscribe again, not because of their product, but because of their customer service. What is harder to accept is that they will do nothing to correct this deceptive auto-renewal process and that they will not own the failure of their representative to cancel my account.
Regards,
[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.
Regards,
[redacted]
Complaint: [redacted]
I've said my piece. The business misrepresented itself in its "evidence" it used to support its case on this thread. It doctored the email. It is not the one I received. A refund would have been fine, but a refund plus a bunch of stuff that's untrue is counter to the purpose of this medium. I think the company handled this poorly, and I can presume it happens to a lot of other people as well. I stand by my complaint, I do not accept what they said as satisfactory. The process of resolving this has enforced my opinion that they are out to trick customers.I did get my money back, so that's good, but I spent way more time on this than that money is worth, and that's a net loss for me that I'll never get back. I also presume that the company's calculus for its business practice is that most people won't bother going through this process.In light of this, what's done is done, and will not accept the business's response.
Regards,
[redacted]
Hello!Eileen has left Stratfor, so I will be taking over the Revdex.com Complaints. My name is [redacted] and I am the Manager of the department. My email address is [redacted]I refunded his account on January 8, 2017 and sent him the following email:Monday, January 9, 2017 -...
00:21Agent: [redacted]rt 46702 Hi [redacted], So sorry for the delay. I have refunded your account. I have sent the copy of the receipt through email. I have also marked your account to not auto renew. Please let us know if you would like to return. Have a great day! I also responded to his tickets in our help desk line in a timely manner. I have added a screen shot with the history of our notes. I also attached a copy of the refund that I issued. Thursday, December 29, 2016 - 23:06Agent: [redacted]rt 46702 Thank you for reaching out to us! Is there a reason you do not want to continue with Stratfor? We would love to work with you to keep you as a subscriber! We have a lot of great changes coming to Stratfor, including a brand new website set to launch at the beginning of 2017, so it is a great time to be with us! Unfortunately, we will not be able to refund you for your renewal, but I would love to work with you the best way that I am able to within our policies! When you originally signed up for Stratfor, you agreed to our Terms of Service, which state that you will be automatically renewed at the end of the subscription term and all charges and fees are nonrefundable. We just ask that we are given at least 30 days notice prior to the end of your subscription in order to stop the automatic renewal. I have attached this section of the terms below: Section 5. Renewal and Subscriber Cancellation 5.1 An Individual License must be prepaid for the term set forth in the Agreement and may be paid by credit card only. Activation of an Individual License begins upon payment. Unless otherwise notified by Stratfor, the Individual Licensee’s credit card account will be automatically charged within 60 days prior to the expiration of the term of his or her Individual License. At that time, the Individual License will be renewed at the then-current rate, unless the Individual Licensee notifies Stratfor of his or her desire to cancel the Individual License at least thirty (30) days prior to the renewal date. 5.2 To cancel your Individual License, you may call our Subscriber Support Department at 1-877-978-7284 from within the United States and Canada or at +1-512-744-4300, option 2 from outside the United States and Canada. Cancellations are processed upon receipt of the cancellation request. Upon cancellation, all fees and charges are nonrefundable. I would like to offer you 3 additional months to your recent renewal free of charge! Please reply to this email so that I may add the additional time to your subscription. If you still want to cancel with us, I can set your account to not renew automatically in the future, but I hope during the remainder of your subscription we can prove our merit to you!Thursday, December 29, 2016 - 23:05Agent: [redacted]rt 46702 Thu Dec 29 09:24:05 2016 <[redacted]> - Ticket created [Reply] [Comment] [Forward] Subject: [Individual Sales] Renewing account Date: Thu, 29 Dec 2016 15:23:04 +0000 To: [email protected] From: "Stratfor" <[email protected]> Download (untitled) / with headers text/plain 5.1KiB Download (untitled) / with headers text/html 7.4KiB [Individual Sales] Renewing account [redacted]) sent a message using the contact form at https://www.stratfor.com/contact. I did not intend to renew my account. I tried to remove my credit card from the site months ago. There's no option on your site that I could find to not renew. Please refund. Thank you. [redacted] 202-250-4889 [redacted]
Complaint: [redacted]
I am rejecting this response because it isn't true. My account was eventually refunded, but her response above is sneaky and something people should know! She did not respond to my tickets in a timely manner. She even apologized "for the delay". Notice the dates. I sent 3 emails to them that were ignored for almost two weeks. I had to call my credit card company from the lack of response, who credited me the funds. Then Stratfor refunded it. I had to call the credit card company back and tell them to take the credit back. Hours of messing with it.After 7 days of no response:On Thu Jan 05 17:12:40 2017, [redacted] wrote:[redacted], Please respond. You've now ignored me for 7 days. [redacted] After 5 days of no response:On Tue, Jan 3, 2017 at 5:33 PM, <[redacted]> wrote:[redacted], Have you considered this issue closed? I never heard back. If I don't hear back in a day or two, I'll go ahead and file a complaint with my credit card company. Please let me know. I know this isn't your fault, but I'm really disappointed in your company's new practices. It didn't used to be this way at Stratfor. I'll also be filing a complaint with Revdex.com, posting comments wherever is relevant, and warning others of your renewal practices. That's all I can do. Again, just let me know so I can go forward. [redacted] WHAT'S MOST AMAZING--the copy of the email she included above is doctored! Here's the actual email signed by [redacted]!Hi [redacted],So sorry for the delay. I have refunded your account. I have sent the copy of the receipt through email. I have also marked your account to not auto renew. Please let us know if you would like to return. Have a great day![redacted]Manager - Subscriber and Member ServicesSTRATFORP.O. Box 92529Austin, Texas 78709-2529http://www.stratfor.com/contactPhone: +1-512-744-4300, option 2Toll-free from the U.S. and Canada: 877-978-7284Office hours: 7:30 AM to 5:30 PM CST, Monday through FridayYou can Chat with us during business hours!
Complaint: [redacted]
I am rejecting this response because:They have notes for my account, but no note that indicates that I called to cancel their service. Wonderful. That must mean that I am wrong or worse, deliberately dishonest. Their response indicates that Startfor is willing to profit from someone, just because they "should have paid better attention".Their response indicates that I paid triple the amount in 2014 than 2013, willingly, and they go on to say I did not access their site all during that time. Over the phone they have acknowledged that I did not use their service for 1 year and 9 months, yet they maintain that I was a willing subscriber, all that time. There is a log-in that is required to read FULL articles, and they acknowledge that I have not done so. They claim to have sent me a book that I have never heard of, and do not want, anyway.They have also said that they cancelled my unasked for 2016 service (that they AGAIN auto-renewed), yet even now I continue to receive their e-mails after they assured me I would receive no more. Over the phone they told me they would end immediately. They did offer a free 7 month subscription, but I rejected over the phone; have they unilaterally decided to give it to me anyway? I don't want it; will they now say that I did NOT reject it? If these e-mails are an indicator of continued service (as they stated over the phone), then I guess I can expect (again) that the charges will not reversed and my account will not be cancelled. I accept by their response that they will not make this right; the customer is clearly secondary, to the pittance they received from me. A shame... I will not subscribe again, not because of their product, but because of their customer service. What is harder to accept is that they will do nothing to correct this deceptive auto-renewal process and that they will not own the failure of their representative to cancel my account.
Regards,
[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.
Regards,
[redacted]
I have refunded the $199 back to this customer's account. Sincerely, [redacted] Subscriber Services Manager STRATFOR - Global Intelligence [redacted]
Complaint: [redacted]
I've said my piece. The business misrepresented itself in its "evidence" it used to support its case on this thread. It doctored the email. It is not the one I received. A refund would have been fine, but a refund plus a bunch of stuff that's untrue is counter to the purpose of this medium. I think the company handled this poorly, and I can presume it happens to a lot of other people as well. I stand by my complaint, I do not accept what they said as satisfactory. The process of resolving this has enforced my opinion that they are out to trick customers.I did get my money back, so that's good, but I spent way more time on this than that money is worth, and that's a net loss for me that I'll never get back. I also presume that the company's calculus for its business practice is that most people won't bother going through this process.In light of this, what's done is done, and will not accept the business's response.
Regards,
[redacted]
Hello!Eileen has left Stratfor, so I will be taking over the Revdex.com Complaints. My name is [redacted] and I am the Manager of the department. My email address is [redacted]I refunded his account on January 8, 2017 and sent him the following email:Monday, January 9, 2017 -...
00:21Agent: [redacted]rt 46702 Hi [redacted], So sorry for the delay. I have refunded your account. I have sent the copy of the receipt through email. I have also marked your account to not auto renew. Please let us know if you would like to return. Have a great day! I also responded to his tickets in our help desk line in a timely manner. I have added a screen shot with the history of our notes. I also attached a copy of the refund that I issued. Thursday, December 29, 2016 - 23:06Agent: [redacted]rt 46702 Thank you for reaching out to us! Is there a reason you do not want to continue with Stratfor? We would love to work with you to keep you as a subscriber! We have a lot of great changes coming to Stratfor, including a brand new website set to launch at the beginning of 2017, so it is a great time to be with us! Unfortunately, we will not be able to refund you for your renewal, but I would love to work with you the best way that I am able to within our policies! When you originally signed up for Stratfor, you agreed to our Terms of Service, which state that you will be automatically renewed at the end of the subscription term and all charges and fees are nonrefundable. We just ask that we are given at least 30 days notice prior to the end of your subscription in order to stop the automatic renewal. I have attached this section of the terms below: Section 5. Renewal and Subscriber Cancellation 5.1 An Individual License must be prepaid for the term set forth in the Agreement and may be paid by credit card only. Activation of an Individual License begins upon payment. Unless otherwise notified by Stratfor, the Individual Licensee’s credit card account will be automatically charged within 60 days prior to the expiration of the term of his or her Individual License. At that time, the Individual License will be renewed at the then-current rate, unless the Individual Licensee notifies Stratfor of his or her desire to cancel the Individual License at least thirty (30) days prior to the renewal date. 5.2 To cancel your Individual License, you may call our Subscriber Support Department at 1-877-978-7284 from within the United States and Canada or at +1-512-744-4300, option 2 from outside the United States and Canada. Cancellations are processed upon receipt of the cancellation request. Upon cancellation, all fees and charges are nonrefundable. I would like to offer you 3 additional months to your recent renewal free of charge! Please reply to this email so that I may add the additional time to your subscription. If you still want to cancel with us, I can set your account to not renew automatically in the future, but I hope during the remainder of your subscription we can prove our merit to you!Thursday, December 29, 2016 - 23:05Agent: [redacted]rt 46702 Thu Dec 29 09:24:05 2016 <[redacted]> - Ticket created [Reply] [Comment] [Forward] Subject: [Individual Sales] Renewing account Date: Thu, 29 Dec 2016 15:23:04 +0000 To: [email protected] From: "Stratfor" <[email protected]> Download (untitled) / with headers text/plain 5.1KiB Download (untitled) / with headers text/html 7.4KiB [Individual Sales] Renewing account [redacted]) sent a message using the contact form at https://www.stratfor.com/contact. I did not intend to renew my account. I tried to remove my credit card from the site months ago. There's no option on your site that I could find to not renew. Please refund. Thank you. [redacted] 202-250-4889 [redacted]