SugarSync, Inc

Complaint: [redacted]I am rejecting this response because: The sole purpose of the product you sold me is to BACKUP files. I paid you to backup my files, it's not rocket science. You state that my method of payment had expired and that's why you canceled my account. I understand that. However, I spoke to tech support over the phone and he told me that you email clients MULTIPLE TIMES to warn them about account closure if payment is not received. I received exactly ZERO emails/calls/warnings about you not receiving my payment nor about closing my account. Did you simply FORGET? How convenient for you. 
You deleted 14,000 pictures that I took of my travels over the last 12 or so years, they are now gone. After having researched online on[redacted] and seen your 1 out of 5 star reviews, and the ridiculous amount of complaints on Revdex.com, it's pretty clear that you have a rampant problem with being able to treat your customers fairly. Congrats on not caring that you're screwing people over, and enjoy your 1 star rating. 
Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/10/21) */
Records show that the consumer, [redacted]l, signed up for a SugarSync account on June 26, 2014, with annual subscription plan of $74.99 for 250 gigabyte.
Neither the SugarSync sign up process nor the SugarSync customer agreement make...

any inferences that services will automatically terminate at the end of any service term nor would that invoices for services be sent.
The SugarSync customer agreement (https://www.sugarsync.com/terms), which the consumer accepted as a condition of activation of his SugarSync services, made clear to him when he signed up for the SugarSync account, via Sections "Subscription Period and Subscription Fees" and "Free Trials", that for paid account sign ups (sign ups in which credit card information is voluntarily entered by the consumer), in order to avoid incurring subscription fees for the next billing cycle / term the SugarSync services would need to be either downgraded (to a Free Account ) or canceled before the end of the trial period and that the company will charge the consumer's credit card the current fee for the type of account the consumer has chosen if services were not (downgraded or canceled).
The consumer was further made aware, via Sections "Subscription Period and Subscription Fees" and "Renewals and Cancellations" of the customer agreement, that SugarSync(r) accounts subject to subscriptions fees would automatically renew for the same subscription period unless the consumer has either canceled or downgraded the account (to a Free Account) prior to the next service term and that all fees are non-refundable.
Moreover, the SugarSync customer agreement provides no provision for a proration, rate reduction, credit, waiver, or refund if the consumer elects not to use the service during any given time or if an account is closed prior to the end of the service term.
As is standard with many online subscription services, SugarSync customer agreements are not physically signed by the consumer, but rather acknowledged upon activation of the service. It is the consumer's responsibility to read and understand the customer agreement and policies and procedures as detailed within. Ignorance of the customer agreement is not an excuse for the absence of the consumer's responsibility or relief from their legal obligations.
Customer contact data shows the earliest record of contact with the consumer occurred, on September 28, 2015, when the consumer contacted SugarSync customer support via SugarSync's online contact form inquiring on recent charges incurred.
Customer contact data shows the next record of contact with the consumer occurred the same day when the consumer again contacted SugarSync customer support via SugarSync's online contact indicating that complaints have been filed in regards to his matter.
Customer contact data shows the next record of contact with the consumer also occurred the same day when the consumer once more contacted SugarSync customer support via SugarSync's online contact inquiring on a refund of recent fees.
The consumer's account had remained active and accrued charges accordingly as data does not indicate the receipt of any cancellation request or contact from the consumer prior to September 28, 2015.
While we understand the consumer's position, onus of responsibility lies with the consumer to be aware of the renewal dates of their account and to contact SugarSync support in a timely manner in order to initiate and complete proper cancellation procedures if they wish to avoid incurring charges for the next billing cycle.
Pursuant to the agreed, accepted and legally binding contract, a refund was found not to be applicable in this matter; however, billing records show that the consumer has been provided a reimbursement of $74.99, consisting of the last annual fee incurred, through his credit card provider, and the consumer's account has been closed pursuant the payment reversal.
We apologize for the consumer's less than satisfactory experience and any misunderstanding and inconvenience these issues may have caused. We thank the consumer for his patience and understanding as well as for taking the time to report his experience, so that we can investigate these matters and seek improvement.
Please note that KeepItSafe has only recently acquired SugarSync and is in the process of reviewing all SugarSync's customer support processes to see that we take any necessary steps to improve the customer support experience.
Initial Consumer Rebuttal /* (3000, 9, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Reicieved the below Billing Agreement Cancellation Confirmation from SugarSync Sept 28,2015 :
Hello [redacted],
This email confirms that you have cancelled your billing agreement with SugarSync, Inc.. No further payments will be made from your PayPal account to this merchant. If you have any further questions about the agreement, or wish to reinstate it, please contact SugarSync, Inc. directly.
Sincerely,
PayPal
Please do not reply to this email. This mailbox is not monitored and you will not receive a response. For assistance, log in to your PayPal account and click the Help link in the top right corner of any PayPal page.
[redacted]
I followed all procedures to close my Sugar Sync account by follwing the guidlines of contacting Live Chat and closing the account. I talked to customer service representative there that comfirmed the closing of my account afterwards. The manner of this business policies are deliberately elusive to cancellation and any enrollment for any continued service or charges is not obvious when trying the Free Trial.
Final Business Response /* (4000, 12, 2015/10/23) */
We have again reviewed the evidence that has been available and presented thus far and have, as of yet, been unable to locate any data to rebut the previous findings.
As previously explained the consumer's account had remained active and was billed accordingly as data does not indicate the receipt of any cancellation request prior to the renewal on September 26, 2015 and as stated previously the SugarSync customer agreement clearly read that subscriptions fees would automatically renew unless the consumer has canceled the account by the end of the service term and that fees were completely non-refundable.
The SugarSync sign up process prior to the account activation clearly reads "By continuing you agree to SugarSync's Terms of Service."
A dearth of knowledge or lack of willingness to understand and follow the policies and procedures detailed within the SugarSync customer agreement, to which the consumer accepted as a condition of activating service, does not excuse the customer of their responsibilities. Again, onus of responsibility lies with the consumer to read and understand the accepted policies and procedures as detailed within.
Please note as also explained previously the consumer has been provided the requested refund of $74.99 through his credit card provider.
At this time, KeepItSafe believes this matter has been properly addressed in accordance with the policies and procedures to which the consumer had accepted and agreed and considers it closed.

Initial Business Response /* (1000, 5, 2015/05/22) */
Customer contacted us after her account was billed. As our Terms of Service state all downgrades happen upon the NEXT billing cycle.
http://www.sugarsync.com/terms.html
Initial Consumer Rebuttal /* (3000, 7, 2015/05/26) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
Although this may be legal, it is extremely deceptive. Most businesses notify you via email that your account is coming up for renewal, allowing you to make an informed decision. It is ridiculous to expect that anyone can keep track of automatic renewal dates from everything they subscribe to. It is SugarSync's responsibility as a reputable company to notify people, although it may not be the letter of the law. I stand by my complaint.
Final Business Response /* (4000, 9, 2015/05/29) */
Upon signing up with SugarSync we sent an email with your account renewal date. Also at any time, you are able to login to your account on our website and see when your renewal date is, and the amount that your account will renew for.
Final Consumer Response /* (4200, 13, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I stand by my complaint. I demand a refund.

Initial Business Response /* (1000, 5, 2015/07/20) */
We have a VERY simple cancellation process
https://support.sugarsync.com/hc/en-us/articles/XXXXXXXXX
This is not hidden, and a simple Google search for "SugarSync Cancel", the first result is the answer. Alternatively customers can go to...

support.sugarsync.com and search for "cancel" and the instructions for cancellation are the first result as well
In our Terms, which the customer read and agreed to before signing up, it states the following : Subscription Fees...**All payments are non-refundable.** BY CREATING A PAID ACCOUNT OR GROUP ACCOUNT YOU CONSENT TO ALLOW SUGARSYNC TO CHARGE YOUR CREDIT CARD, EITHER DIRECTLY OR THROUGH ITS PAYMENT PROCESSORS, FOR THE AMOUNTS DUE FOR YOUR INITIAL SUBSCRIPTION PERIOD AND FOR ADDITIONAL SUBSCRIPTION PERIODS UNTIL YOUR ACCOUNT IS CANCELED OR TERMINATED.
This is why the account stays open until the next renewal cycle and then will be canceled.
http://www.sugarsync.com/terms.html
Thanks.

Initial Business Response /* (1000, 5, 2015/07/09) */
This customer spent less than 3 minutes to get his account canceled.
All of the cancellation steps are on our website.
We do not offer refunds, sorry.

Initial Business Response /* (1000, 5, 2015/10/20) */
Records show that the consumer, [redacted], signed up for a SugarSync account on September 26, 2014, with annual subscription plan of $99.99 for 250 gigabyte.
Neither the SugarSync sign up process nor the SugarSync customer agreement...

make any inferences that services will automatically terminate at the end of any service term nor would that invoices for services be sent.
The SugarSync customer agreement (https://www.sugarsync.com/terms), which the consumer accepted as a condition of activation of her SugarSync services, made clear to her when she signed up for the SugarSync account, via Sections "Subscription Period and Subscription Fees" and "Renewals and Cancellations" of the customer agreement, that SugarSync accounts subject to subscriptions fees would automatically renew for the same subscription period unless the consumer has canceled the account by the end of the then-current subscription period and that all fees are non-refundable.
Moreover, the SugarSync customer agreement provides no provision for a proration, rate reduction, credit, waiver, or refund if the consumer elects not to use the service during any given time or if an account is closed prior to the end of the service term.
As is standard with many online subscription services, SugarSync customer agreements are not physically signed by the consumer, but rather acknowledged upon activation of the service. It is the consumer's responsibility to read and understand the customer agreement and policies and procedures as detailed within. Ignorance of the customer agreement is not an excuse for the absence of the consumer's responsibility or relief from their legal obligations.
Customer contact data shows no receipt of any cancellation request or contact from the consumer prior to October 2, 2015; when contact data shows the earliest (and only) record of contact with the consumer that occurred when the consumer had contacted SugarSync cancellation department requesting to cancel their account. Records show that the consumer was providing instructions on how to properly cancel services via online cancellation link and data shows no record of the consumer initiating, following and completing proper cancellation procedures as provided.
The consumer's account had remained active and accrued charges accordingly as data does not indicate the receipt of any cancellation request or contact from the consumer prior to October 2, 2015.
While we understand the consumer's position, onus of responsibility lies with the consumer to be aware of the renewal dates of their account and to contact SugarSync support in a timely manner in order to initiate and complete proper cancellation procedures if they wish to avoid incurring charges for the next billing cycle.
Pursuant to the agreed, accepted, and legally binding contract, a refund was found not to be applicable in this matter; however, the consumer's account has been set to automatically close at the end of the current billing cycle and will not be renewed.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business clearly relies on people not cancelling to gain revenue. We purchased the service and never actively accessed it. We had no idea that it would automatically renew if we had we clearly would have cancelled as we were not using it at all. However, it is apparent that this is the only way they are able to make money if they actually cared about client experience, they would do some sort of outreach. While I may not get the refund that I think is warranted (they have already gotten $100 from me for doing ABSOLUTELY NOTHING and now they get another $100 for doing even less), I at least know that this company will never last for very long because they need to resort to such desperate measures to keep customers. Regardless of their explanations, they do not make it clear that their is automatic renewal every other company that I have dealt with in similar situations in the past does not want to bind someone who does not want to work with them. SugarSync cares more about $100 than their reputation, which makes me all the more determined not to work with them.
Final Business Response /* (4000, 9, 2015/10/22) */
We have again reviewed the evidence that has been available and presented thus far and have, as of yet, been unable to locate any data to rebut the previous findings.
As previously explained the SugarSync customer agreement clearly read that subscriptions fees would automatically renew unless the consumer has canceled the account by the end of the service term and that fees were completely non-refundable.
In addition, the SugarSync sign up process prior to the account activation clearly reads "By continuing you agree to SugarSync's Terms of Service."
A dearth of knowledge or lack of willingness to understand and follow the policies and procedures detailed within the SugarSync customer agreement, to which the consumer accepted as a condition of activating service, does not excuse the customer of their responsibilities. Again, onus of responsibility lies with the consumer to read and understand the accepted policies and procedures as detailed within.
Once more a refund was found not to be applicable in this matter; however, as a courtesy, the consumer will be provided a refund of $99.99, consisting of the last annual fee incurred.
At this time, KeepItSafe believes this matter has been properly addressed in accordance with the policies and procedures to which the consumer had accepted and agreed and considers it closed.

Initial Business Response /* (1000, 5, 2015/05/22) */
Last message from [redacted],
[redacted]
Thank you very much. I did end up filing a complaint with the Revdex.com after I didn't hear back on Friday, but I will go in and note that it is resolved. I will try to do that today,...

although I am out of the office and may not have access to the log in information.
Thank you again,
[redacted] XXXXX
Phone [redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/05/22) */
SugarSync has responded to me directly and has resolved this matter. This matter may now be closed as resolved by SugarSync.
Thank you!

Initial Business Response /* (1000, 5, 2015/08/03) */
You can retrieve the password ** your account from here, https://www.sugarsync.com/forgot-password
Then once you are logged into your account you follow these steps to cancel the...

account:
https://support.sugarsync.com/hc/en-us/articles/XXXXXXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As mentioned before my parents is not even aware that they signed up for this service. They do not have an email nor password. There is no way for me to reset a password [redacted] an email. I do not know how Sugarsync is able to get their billing information. If they could please consider is a cancellation notice. The only information I have are my parents name. I do not want to give out my parents name through here, but would be glad if SugarSync can contact me on my email address to further discuss this matter. My email is [redacted]@yahoo.com. I simply want to cancel this before SugarSync kept charging my parents for services they are not aware of and does not use. This is bad business practice.

Complaint: [redacted]I am rejecting this response because:
I thank the Revdex.com for its action in gaining a refund. I reject sugarsync's response that they have an easy online chat cancellation department. A quick search of the web, "trouble canceling sugarsync account", will show endless consumer frustration with sugar sync cancellation. They will answer the phone but direct you to an online chat department to cancel? This online chat department only functions 4 hours a day?? It is not a reliable and it is an attempt to delay cancellation for sugarsync's outdated and over priced business model. Some people might say that the state of California and US Gov should be looking at their business conduct.
Sincerely,[redacted]

The consumer’s matter has been reviewed and although a refund was found not to be applicable in this matter pursuant to the agreed and accepted binding customer contract; as a courtesy, and in the interest of a mutually satisfactory resolution, the consumer has been provided a refund of $[redacted],...

consisting of one month service fee incurred.  The transaction reference ID number for the reimbursements is [redacted] and the reflection of the funds onto the consumer’s account is dependent on the credit card provider.  We may suggest that the consumer follow up with the credit card provider in this regard.
 
Records show that the consumer, Jeffrey Davis, signed up for a SugarSync account online on May 1, [redacted], with a trail period that ended June 1, [redacted], when billing for monthly service fee commenced.
 
SugarSync provides an easy-to-use online chat option for account cancellations that was available to the consumer for which data does not show any attempt from the consumer being made.
 
Customer contact data shows that the consumer had contacted SugarSync customer support via telephone on August 5, [redacted], requesting to cancel his account.  Data shows that the consumer was advised that accounts must be canceled through the Cancellation Department via online via chat; however, as a courtesy, SugarSync support elected to accepted the improperly submitted cancellation request upon receipt, via e-mail from consumer, account information sufficient to verify identity in order to proceed.  The account was closed as requested, billing ceased, and an e-mail confirmation was sent to the consumer the same day.
 
The consumer’s SugarSync account had remained active and accrued charges accordingly as data does not indicate the receipt of any cancellation from the consumer prior to the account’s monthly renewal on July 29, [redacted].
 
Neither the SugarSync sign up or upgrade process nor the SugarSync customer agreement make any inferences that services will automatically terminate service term.
 
The SugarSync customer agreement (https://www.sugarsync.com/terms), which the consumer accepted as a condition of activation of his SugarSync services, made clear to him when he signed up for the SugarSync account, via Sections “Renewals and Cancellations” of the customer agreement, that accounts subject to subscription fees shall automatically renew for the same subscription period unless the consumer has canceled the account by the end of the then-current subscription period.
 
The consumer was further made aware, via Section “Subscription Period and Subscription Fees”, that fees are non-refundable; explaining that by creating a paid account (sign ups in which credit card information is voluntarily entered by the consumer), the consumer acknowledged that SugarSync may charge the credit card on file for the amounts due for the consumer’s initial subscription period as well as for additional subscription periods until the customer’s account is canceled or terminated, with all appropriate verbiage appearing clearly and conspicuously, in offset text in all caps.
 
As is standard with many online subscription services, SugarSync customer agreements are not physically signed by the consumer, but rather acknowledged upon activation of the service.  The SugarSync sign up process prior to the account activation clearly reads “By continuing you agree to SugarSync's Terms of Service.”  It is the consumer's responsibility to read and understand the policies and procedures as detailed within any customer agreement prior to acknowledging to reading and accepting the terms as a condition of activating services.  Ignorance of the customer agreement is not an excuse for the absence of the consumer's responsibility or relief from their legal obligations.
 
While we understand the consumer’s position, onus of responsibility lies with the consumer to be aware of the annual renewal dates for their account and to contact SugarSync support prior to the end current billing cycle to cancel services if they wish to avoid incurring charges for the following billing cycle.
 
We are taking the consumer's reported comments and feedback under advisement and will have it further reviewed by the appropriate departments to see that we take the necessary steps to improve the customer support process and experience.
 
The consumer’s patience and understanding is appreciated.

Complaint: [redacted]I am rejecting this response because:
Thank you for the gesture, but $[redacted] doesn't cover 14,000 files of my information you discarded. 
Your response states: Moreover, while we understand [redacted] position, some onus of responsibility must also lay with the customer; it would be reasonable to expect (as well as the responsibility of) the customer to regularly review their account status and standing and to contact any service provided in a timely manner in the event of any service discrepancies. 
The same goes right back to you. You say it's my responsibility to check my account regularly to ensure my account doesn't have a discrepancy(which first of all is nuts). I reject your settlement because of the same reason I've said all along. YOU YOURSELVES NEVER WARNED ME about closing my account and deleting my files. I was not warned about the potential closure of my account a SINGLE TIME, NOT BY PHONE CALL, NOT BE EMAIL, NOT BY PHYSICAL MAIL. Had you been reasonable and informed me that my card was expired, I would have given you a new card number and none of this would have occurred. 
Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/10/20) */
We have been in receipt of the consumer's, [redacted], concerns and unfortunately, have been unable to review the matter any further as we have been unable to locate any account utilizing any of the data (i.e. name, billing address, e-mail...

address, telephone number) as provided in the Revdex.com matter.
As such, we ask if the consumer would please provided any additional account identifiers, such as an account number or e-mail address under which the account is registered, as well as any additional information (such as any trouble ticket ID numbers, any e-mail address used to contacted customer support, the representatives spoken with) that may be pertinent to this matter and aid in the discovery of prior contacts with customer support regarding the matter.
We also invite the consumer to please provide us with the requested data via email to [redacted]@j2.com so that the matter can be investigated further. Once the additional information has been received, we can proceed with reviewing the case.
We apologize for any inconvenience encountered and appreciate the consumer's attention to this matter and look forward to hearing from them.

Initial Business Response /* (1000, 6, 2015/10/20) */
Records show that the consumer, [redacted], signed up for a SugarSync account on August 20, 2015, with annual subscription plan of $99.99 for 250 gigabyte.
Neither the SugarSync sign up process nor the SugarSync customer agreement make...

any inferences that services will automatically terminate at the end of any trial period or service term nor would that invoices for services be sent.
The SugarSync customer agreement (https://www.sugarsync.com/terms), which the consumer accepted as a condition of activation of her SugarSync services, made clear to her when she signed up for the SugarSync account, via Sections "Subscription Period and Subscription Fees" and "Free Trials", that for paid account sign ups (sign ups in which credit card information is voluntarily entered by the consumer), in order to avoid incurring subscription fees for the next billing cycle / term the SugarSync services would need to be either downgraded (to a Free Account ) or canceled before the end of the trial period and that the company will charge the consumer's credit card the current fee for the type of account the consumer has chosen if services were not (downgraded or canceled).
The consumer was further made aware, via Sections "Subscription Period and Subscription Fees" and "Renewals and Cancellations" of the customer agreement, that SugarSync(r) accounts subject to subscriptions fees would automatically renew for the same subscription period unless the consumer has either canceled or downgraded the account (to a Free Account) prior to the next service term and that all fees are non-refundable.
Moreover, the SugarSync customer agreement provides no provision for a proration, rate reduction, credit, waiver, or refund if the consumer elects not to use the service during any given time or if an account is closed prior to the end of the service term.
As is standard with many online subscription services, SugarSync customer agreements are not physically signed by the consumer, but rather acknowledged upon activation of the service. It is the consumer's responsibility to read and understand the customer agreement and policies and procedures as detailed within. Ignorance of the customer agreement is not an excuse for the absence of the consumer's responsibility or relief from their legal obligations.
Customer contact data shows the earliest record of contact with the consumer occurred, on October 2, 2015, when the consumer contacted SugarSync customer support via SugarSync's online contact form reporting to be difficulty reaching SugarSync online chat support. Records show that the consumer was advised to contact the online chat support during operational hours (10:00 AM and 2:00 PM PST Monday - Friday).
Contact data shows the next record of contact with the consumer occurred the same day when the consumer again contacted SugarSync customer support via SugarSync's online contact form requesting to cancel her account. Records show that the consumer was provided instructions on how to properly cancel services by contacting the SugarSync(r) Cancellation Department via online chat between the hours the hours of 10:00 AM and 2:00 PM PST Monday - Friday.
Contact data shows the next record of contact with the consumer also occurred the same day when the consumer contacted SugarSync cancellation department requesting to cancel her account. Records show that the consumer was provided instructions on how to properly cancel services via online cancellation link and data shows no record of the consumer initiating, following and completing proper cancellation procedures as provided.
The consumer's account had remained active and accrued charges accordingly as data shows no record of the consumer initiating and completing proper cancelation procedures as provided.
While we understand the consumer's position, onus of responsibility lies with the consumer to be aware of the renewal dates of their account and to contact SugarSync support in a timely manner in order to initiate and complete proper cancellation procedures if they wish to avoid incurring charges for the next billing cycle.
Pursuant to the agreed, accepted and legally binding contract, a refund was found not to be applicable in this matter; however, billing records show that the consumer has been provided a reimbursement of $99.99, consisting of the last annual fee incurred, through her credit card provider, and the consumer's account has been closed pursuant the payment reversal.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not understanding what you're saying. Is my account cancelled and will u be reimbursing my credit card company. That's how u got me last time with misleading information I would like to know if u can in layman's terms explain if my account is cancelled and money was sent back to my card company if I may have that then I am satisfied. And to address the matter where I chose the 99.99 plan I dispute that claim because it's false I can not afford it what so ever so I never would have chosen it. I know what I'm willing to pay and that was only trial period.
Final Business Response /* (4000, 10, 2015/10/22) */
As previously explained, although a refund was found not to be applicable in this matter, the consumer has been provided a refund of $99.99 through her credit card provider and the consumer's account has been closed.
At this time, KeepItSafe believes this matter has been properly addressed in accordance with the policies and procedures to which the consumer had accepted and agreed and considers it closed.
Final Consumer Response /* (2000, 12, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

The transaction in question occurred on July 18, [redacted].  Thank you for your help!
[redacted]

Initial Business Response /* (4000, 8, 2016/01/08) */
Records show that the consumer, [redacted], signed up for a SugarSync account online on November 4, 2014.
Neither the SugarSync sign up or upgrade process nor the SugarSync customer agreement make any inferences that services will...

automatically terminate at the end of any service term nor would that invoices for services be sent.
The SugarSync customer agreement (https://www.sugarsync.com/terms), which the consumer accepted as a condition of activation of her SugarSync services made clear to her when she signed up for the SugarSync account, via Sections "Subscription Period and Subscription Fees" and "Free Trials", that all fees are non-refundable and that by creating a paid account (sign ups in which credit card information is voluntarily entered by the consumer), the customer agrees that SugarSync may charge the credit card on file for the amounts due for the customer's initial subscription period as well as for additional subscription periods until the customer's account is canceled or terminated. The customer agreement further explains that the account must be canceled before the end of the subscription period or else it will be automatically renewed, with the renewal verbiage appearing clearly and conspicuously, in offset text in all caps.
The consumer was further made aware, via Sections "Upgrades and Downgrades" of the customer agreement, that any downgrade to the account would apply only after the end of the current subscription period for the existing account.
The SugarSync sign up process prior to the account activation clearly reads "By continuing you agree to SugarSync's Terms of Service."
As is standard with many online subscription services, SugarSync customer agreements are not physically signed by the consumer, but rather acknowledged upon activation of the service. It is the consumer's responsibility to read and understand the customer agreement and policies and procedures as detailed within. Ignorance of the customer agreement is not an excuse for the absence of the consumer's responsibility or relief from their legal obligations.
Upon account activation, customers are e-mailed welcome letters that provide a summary of account and its service features, as well as links to customer support and the SugarSync customer agreement.
The SugarSync customer agreement for subscriptions are comparable to other online subscription services such as Netflix, Hulu, and WWE Network, in which no advance billing statements are sent, fees are billed in advance and completely non-refundable.
Customer contact data shows no receipt of any cancellation request from the consumer prior to December 29, 2015; when data shows that the consumer had contacted SugarSync support, via e-mail, requesting to cancel her account. Records show that the consumer was provided instructions on how to properly cancel services via online cancellation link and data shows that the consumer had followed and completed proper cancellation procedures as provided.
The consumer's SugarSync account had remained active and accrued charges accordingly as data does not indicate the receipt of any cancellation requests from the consumer prior to the account's renewal on November 4, 2015.
While we understand the consumer's position, onus of responsibility lies with the consumer to be aware of the renewal dates of their account and to contact SugarSync support in a timely manner in order to initiate and complete proper cancellation procedures if they wish to avoid incurring charges for the next billing cycle.
Pursuant to the agreed, accepted and legally binding contract, a refund was found not to be applicable in this matter; in accordance with the cancellation received on December 29, 2015, a post-dated cancellation date (November 4, 2015) has been applied to the consumer's SugarSync, thereby, allowing the account to automatically close at the end of the current paid service term.
Final Consumer Response /* (3000, 6, 2016/01/07) */
Thank you for your response and your interest in this matter. I also referred this complaint to my credit card company, and they responded by issuing a credit for the full amount. The business has until February 14, 2016 to respond to the credit card company. If they do not dispute the credit, I will consider my complaint resolved and will inform you as to such.

Initial Business Response /* (1000, 5, 2016/01/28) */
Records show that the consumer, [redacted], signed up for a SugarSync Free account online on November 19, 2014, and activity for the account shows that it was upgraded the same day to a SugarSync paid account per the consumer's request,...

with annual subscription rate plan.
Customer contact data shows that the consumer had e-mailed SugarSync support on September 28, 2015, requesting to cancel his account. A response was sent to the consumer the same day (September 28, 2015) providing instructions on how to properly cancel services via online cancellation link.
Contact data shows no record of the consumer using the cancellation instructions as provided prior to January 14, 2016, when records show that the consumer had contacted the SugarSync cancellation department via online chat and followed and completed proper cancellation procedures as previously provided.
The consumer's SugarSync account had remained active and accrued charges accordingly as data does not indicate the consumer initiating, following and completing cancellation procedures as provided prior to the account's renewal on November 19, 2015.
While we understand the consumer's position, onus of responsibility lies with the consumer to follow and complete proper cancellation procedures as provided if they wish to avoid incurring charges for the next billing cycle.

The SugarSync customer agreement (https://www.sugarsync.com/terms), which the consumer accepted as a condition of activation of his SugarSync services, made clear to him when he signed up for the SugarSync account, via Sections "Subscription Period and Subscription Fees" and "Free Trials", with all appropriate verbiage appearing clearly and conspicuously, in offset text in all caps, that for paid account sign ups (sign ups in which credit card information is voluntarily entered by the consumer), the consumer acknowledged that the account must be canceled before the end of the trial period in order to avoid incurring subscription fees after the trial period and that by creating a paid account, the consumer agrees that SugarSync may charge the credit card on file for the amounts due for the consumer's initial subscription period as well as for additional subscription periods until the customer's account is canceled or terminated for the next billing cycle / term the SugarSync services would need to be either downgraded (to a Free Account ) or canceled before the end of the trial period and that the company will charge the consumer's credit card the current fee for the type of account the consumer has chosen if services were not (downgraded or canceled).
The consumer was further made aware, via Sections "Subscription Period and Subscription Fees" and "Renewals and Cancellations" of the customer agreement, that all fees are non-refundable and that SugarSync accounts subject to subscriptions fees would automatically renew for the same subscription period unless the consumer has either canceled or downgraded the account (to a Free Account) prior to the next service term.
The SugarSync sign up process prior to the account activation clearly reads "By continuing you agree to SugarSync's Terms of Service."
As is standard with many online subscription services, SugarSync customer agreements are not physically signed by the consumer, but rather acknowledged upon activation of the service. The SugarSync sign up process prior to the account activation clearly reads "By continuing you agree to SugarSync's Terms of Service."
Pursuant to the agreed and accepted contract, a refund was found not to be applicable in this matter; however, as a courtesy, the consumer has been provided a refund of $99.99, consisting of the last annual fee incurred. The transaction reference ID number for the reimbursement is [redacted] and the reflection of the funds onto the consumer's account is dependent on the credit card provider. We may suggest that the consumer contact their credit card provider in this regard.

Initial Business Response /* (1000, 5, 2015/08/24) */
please follow the instructions to cancel your account that were provided. thanks
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have followed these...

instructions. No one ever answers the chat. I have done this several times. Please cancel my account
Final Business Response /* (4000, 9, 2015/08/27) */
please follow the instructions to cancel your account that were provided.
We have added more agents to handle chats.
thanks
Final Consumer Response /* (2000, 11, 2015/08/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was finally able to cancel my account, after many retries. Thank you

Initial Business Response /* (1000, 7, 2016/01/08) */
We apologize for the consumer's, [redacted], less than satisfactory experience and any inconvenience that it may have caused.
After receiving this complaint, j2's Office of the President investigated and reviewed the matter with j2's...

Customer Service and Finance departments and determined that as a result of an anomaly, that was discovered, an uncommon delay with the refund procedures had occurred; we have since addressed and a resolved the issue.
As such, the courtesy refund of $337.50 has been issued to the consumer's credit card. The transaction ID number for the reimbursement is XXXXXXXXXXXXXXXXXXXXXX and the reflection of the funds onto the account is dependent on the credit card provider. We may suggest that the consumer follow up with her credit card provider in this regard.
We again apologize for any inconvenience encountered and thank the consumer for his patience and understanding as well as for taking the time to report his experience, so that we can investigate these matters and seek improvement.

Initial Business Response /* (1000, 7, 2015/10/13) */
We sincerely apologize for the delayed response and any inconvenience it may have caused. We appreciate the Revdex.com and consumer's patience.
Records show that the consumer, [redacted], signed up for a SugarSync account on September 25,...

2010.
Contact data shows the earliest record contact from the consumer regarding cancellation had occurred on September 18, 2015, when the consumer contacted SugarSync customer support via SugarSync's online contact form, which generates an e-mail notice that is sent to SugarSync support follow up, requesting to cancel his account. A follow up was sent to the consumer providing instructions on how to properly cancel services via online cancellation chat link.
Data shows no record of the consumer initiating, following and completing proper cancellation procedures as provided; as such the consumer's account had remained active and accrued charges accordingly.
The SugarSync customer agreement (https://www.sugarsync.com/terms.html), which the consumer accepted as a condition of activation of his SugarSync services, made clear to his when he signed up for the SugarSync account, via Section "Renewals and Cancellations" of the customer agreement, that all fees are non-refundable and accounts subject to subscription fees shall automatically renew for the same subscription period unless the consumer cancels the account by the end of the then-current subscription period and provides no provision for a rate reduction, waiver, or refund if the consumer elects not to use the service during any given time or closes the account prior to the end of the service term.
As is standard with many online subscription services, SugarSync customer agreements are not physically signed by the consumer, but rather acknowledged upon activation of the service. It is the consumer's responsibility to read and understand the policies and procedures as detailed within any customer agreement prior to acknowledging to reading and accepting the terms as a condition of activating services. Ignorance of the customer agreement is not an excuse for the absence of the consumer's responsibility or relief from their legal obligations.
While we understand the consumer's position, onus of responsibility lies with the consumer to be aware of the renewal dates of their account and to contact SugarSync support in a timely manner in order to initiate and complete proper cancellation procedures as set forth within the customer agreement if they wish to avoid incurring charges for the next billing cycle.
Pursuant to the agreed, accepted and legally binding contract, a refund was found not to be applicable in this matter; however, billing records show that the consumer has been provided a reimbursement of $24.99, consisting of the last monthly fee incurred, through his credit card provider, and the consumer's account has been closed pursuant the payment reversal.

Initial Business Response /* (1000, 10, 2015/10/13) */
We sincerely apologize for the delayed response and any inconvenience it may have caused. We appreciate the Revdex.com and consumer's patience.
Records show that the consumer, [redacted], signed up for a SugarSync account on August 10,...

2008, with a 10 gigabyte subscription plan for $24.99 per year.
Contact data shows the earliest record contact from the consumer regarding cancellation of his account had occurred on September 16, 2015, when the consumer contacted SugarSync via online chat requesting to cancel his account. Data shows that the consumer had been provided with the proper directions to have him close his account online and that that the account is set to automatically close on September 15, 2016, at the end of the current paid service term.
The consumer's account had remained active and accrued charges accordingly as data does not indicate the receipt of any cancellation request from the consumer prior to September 16, 2015.
The SugarSync customer agreement (https://www.sugarsync.com/terms), which the consumer accepted as a condition of activation of his SugarSync services, made clear to him when he signed up for the SugarSync account, via Sections "Subscription Period and Subscription Fees" and "Free Trials", that for paid account sign ups (sign ups in which credit card information is voluntarily entered by the consumer), in order to avoid incurring subscription fees for the next billing cycle / term the SugarSync services would need to be either downgraded (to a Free Account ) or canceled before the end of the trial period and that the company will charge the consumer's credit card the current fee for the type of account the consumer has chosen if services were not (downgraded or canceled).
The consumer was further made aware, via Sections "Subscription Period and Subscription Fees" and "Renewals and Cancellations" of the customer agreement, that SugarSync accounts subject to subscriptions fees would automatically renew for the same subscription period unless the consumer has either canceled or downgraded the account (to a Free Account) prior to the next service term and that all fees are non-refundable.
Moreover, the SugarSync customer agreement provides no provision for a proration, rate reduction, credit, waiver, or refund if the consumer elects not to use the service during any given time or if an account is closed prior to the end of the service term.
As is standard with many online subscription services, SugarSync customer agreements are not physically signed by the consumer, but rather acknowledged upon activation of the service. It is the consumer's responsibility to read and understand the customer agreement and policies and procedures as detailed within. Ignorance of the customer agreement is not an excuse for the absence of the consumer's responsibility or relief from their legal obligations.
While we understand the consumer's position, onus of responsibility does lie with the consumer to be aware of the renewal dates of their account and to contact SugarSync support in a timely manner in order to initiate and complete proper cancellation procedures if they wish to avoid incurring charges for the next billing cycle.
Pursuant to the agreed, accepted, and legally binding contract, a refund was found not to be applicable in this matter; the consumer's account automatically close at the end of the current billing cycle and will not be renewed.
Initial Consumer Rebuttal /* (3000, 12, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, I would like to mention the irony that a company that has such a strict policy with deadlines as SugarSync did not meet the deadline in providing an answer to Revdex.com on this issue. They had until October 12th to provide an answer, but they did not provide one until October 13th.
That seems quite similar to my issue. Yes, I requested the account cancellation a few hours late. I had until September 15, and I did it a few hours late, on September 16th...
I also would like to mention that the procedure to cancel an account with SugarSync is extremely cumbersome. You cannot just sign in and cancel your account. You need to go through a very complicated process. A process so complicated that I was even told to send a request to obtain my refund. It seems the process is so complicated that even their employees might not understand it fully.
Here is a copy of that part of the chat session:
(06:50:33) [redacted]: Thank you for contacting SugarSync. Just to summarize, you would like to proceed with the cancellation of the account. Please click on the link provided to proceed with the cancellation.
(06:51:02) [redacted]: I am unable to provide you with a refund. You can send a request to https://support.sugarsync.com/requests/new and request a refund.
(06:53:41) [redacted]: With all due respect, this is a vey complicated way to cancel an account and obtain a refund.
Either way, I do not want SugarSync to keep any information on me any longer and still request they delete my account and all financial information about me immediately. I do not want them to retain such information for another year.
Secondly, I still would like to obtain a refund. I understand what they explained in their answer but it seems to me that it would be a courtesy of their part given that one of their employee mentioned the possibility for me to request a refund as you can see in the chat session transcript. Also, they themselves did not meet a deadline by a day. Should that not show the problem with such a strict policy on deadlines?
Final Business Response /* (4000, 14, 2015/10/20) */
We have again reviewed the matter and evidence that has been available and presented thus far and have, as of yet, been unable to locate any data to rebut the previous findings.
As previously explained the SugarSync customer agreement plainly explained that fees are payable in advance and completely non-refundable and makes no provision for a rate reduction, waiver, proration or refund if the account is canceled prior to the end of the service term.
A dearth of knowledge or lack of willingness to understand and follow the policies and procedures detailed within the SugarSync customer agreement, to which the consumer acknowledged to have read and accept as a condition of activating service, does not excuse the customer of their responsibilities.
Again, pursuant to the agreed and accepted agreement a refund was found not to be applicable in this matter; however, as a courtesy, the consumer will be provided a refund of $24.99, consisting of the last annual fee incurred.
At this time, SugarSync believes this matter has been properly addressed in accordance with the policies and procedures to which the consumer had accepted and agreed and considers it closed.
Final Consumer Response /* (2000, 16, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied since I am being provided with a refund for the $24.99 fee.
I do believe SugarSync should make the process of canceling an account easier.
Thank you for your help in solving this matter.