SugarSync

Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ already helped this customer

Initial Business Response / [redacted] (1000, 5, 2015/07/20) */ This account has already been canceled, thanks Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) It appears my Subscription to the service has been cancelled as I can no longer log in to the SugarSync siteAs of today, there has been no refund of the $subscription feeAs of now Sugarsync has kept my $ Final Business Response / [redacted] (4000, 9, 2015/07/22) */ That is correct, we have a no refund policy http://www.sugarsync.com/terms.html Thanks Final Consumer Response / [redacted] (4200, 11, 2015/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is unethicalWhen I signed up, there was never any printed or electronic information stating that they have zero refund policy or that they have 'no policy' which allows them to do this

Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ In our Terms, which the customer read and agreed to before signing up, it states the following : Subscription Fees...**All payments are non-refundable[redacted] 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

We have again reviewed this matter and our response remains the same In response to the consumer’s concerns, the company would like to reiterate that the SugarSync customer agreement (https://www.sugarsync.com/terms) makes clear that the account must be canceled before the end of the subscription period or else it will be automatically renewed and data shows no record of any contact from the consumer prior to the accounts renewal date of July 29, *** That said, in light of the provided courtesy refund and waiver of the standard cancellation procedures, the company 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 We are pleased that the resolution was found to be satisfactory 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 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

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

Records show that Bong Chan had signed up for a SugarSync account on September 3, Neither the SugarSync sign up or account activation 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 or renewal notices for services be sent The SugarSync customer agreement [redacted] , which MrChan accepted as a condition of activation of his SugarSync services, made clear to him when he signed up for the SugarSync account, via Section “Subscription Period and Subscription Fees” that by creating a paid account the customer consents to allow SugarSync to charge the customer’s credit card, either directly or through its payment processors, for the amounts due for the customer’s initial subscription and for additional subscription periods until the customer’s account has been canceled and expressing that payments are non-refundable; with all appropriate verbiage concerning renewal appearing clearly and conspicuously, in offset text; expressing that payments are non-refundable As is standard with many online subscriptions SugarSync customer agreements are not physically signed by the customer, but rather acknowledged upon activation of the service The SugarSync activation process is configured to automatically prevent account activations that do not have the contract acknowledgement checkbox field checked It is the customer'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 customer's responsibility or relief from their legal obligations Customer contact data shows no receipt of any cancellation request from MrChan prior to January 11, 2018, when data shows that MrChan had contacted SugarSync support requesting to cancel her account The account was closed as requested, billing ceased, and an e-mail confirmation was sent to him the same day MrChan’s SugarSync account had remained active and accrued charges accordingly as records do not indicate the receipt of any cancellation request from him prior to his account’s renewal date on December 13, Records for MrChan's account show that at no time in the years of active service that any billing statements had ever been sent and that charges for annual services were incurred at approximately the same time each year Consequently, reasoning would dictate that MrChan was (or should have been) aware that billing statements are not sent While we understand MrChan’s position, onus of responsibility lies with the customer to be aware of the services for which they have voluntarily signed up for or activated, as well as to be aware of the renewal dates for their account and to contact SugarSync support in a timely manner if they wish to discontinue services prior to the end of the current service term in order 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; nevertheless, as a courtesy and in the interest of a mutually satisfactory and speedy resolution, MrChan has been provided a refund of $74.990, consisting of one annual service feeThe transaction ID number for the reimbursement is [redacted] and the reflection of the funds onto MrDixon's account is dependent on the credit card provider We may suggest that MrChan follow up with his credit card provider in this regard

hi there, I finally got in touch with sugarsync and I would like to cancel my complain about them they agree to cancel my account without any problem thank you, Your complaint has been received and routed to the following Revdex.com: Revdex.com serving the San Francisco Bay Area and Northern Coastal California [redacted] Email: [redacted] Web: [redacted] Your complaint was routed to the above Revdex.com because all the complaints on the specific business you complained about are processed by the above Revdex.com Please contact the above Revdex.com directly if you have any questions about your complaint Thank you Jean- [redacted]

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

Complaint: [redacted] I am rejecting this response because: Thank you for the gesture, but $ [redacted] doesn't cover 14,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 youYou 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 alongYOU YOURSELVES NEVER WARNED ME about closing my account and deleting my filesI was not warned about the potential closure of my account a SINGLE TIME, NOT BY PHONE CALL, NOT BE EMAIL, NOT BY PHYSICAL MAILHad 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 / [redacted] (1000, 5, 2015/06/25) */ Sorry you had trouble In our Terms, which the customer read and agreed to before signing up, it states the following : Subscription Fees...**All payments are non-refundable[redacted] 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 Consumer Rebuttal / [redacted] (3000, 7, 2015/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not an issue of the ToSThis is an issue of a failure on the company's part to enable its customer to cancel the serviceThat is what is at issue here Sugarsync provided a single way to cancel but did not answer their phone for weeksThat's not rightHow could I have cancelled the account and stayed within their ToS if they don't provide a means to cancel within their ToS? I do not accept this response Final Business Response / [redacted] (4000, 9, 2015/06/29) */ We have chat agents and phone agents available to handle cancellation requests Final Consumer Response / [redacted] (4200, 13, 2015/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The chat agents were unresponsive and no one answered the phoneA search of the Internet shows multiple complaints of this nature as well as Twitter shows that this is not a isolated incidentI believe this is intentional on the business's part as they show clear negligence and extremely poor customer service

Initial Business Response / [redacted] (1000, 5, 2015/12/15) */ Records show that the consumer, [redacted] , signed up for a SugarSync Free account online on September 13, 2103, and activity for the account shows that it was upgraded on December 20, 2013, to a SugarSync paid account per the consumer's request, with annual subscription plan of $for gigabyte 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 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 his SugarSync services, as well as his continued use, 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 applicable verbiage of the section of "Subscription Period and Subscription Fees" and "Free Trials" is provided in an offset text and presented in all caps in a clear and conspicuous manner 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 serviceIt is the consumer's responsibility to read and understand the customer agreement and policies and procedures as detailed withinIgnorance of the customer agreement is not an excuse for the absence of the consumer's responsibility or relief from their legal obligations The SugarSync customer agreement for subscriptions are comparable to other online subscription services such as Netflix, Hulu, and WWE Network, in which services are not automatically terminate at the end of any trial period nor service term, no advance billing statements are sent, fees are billed in advance and completely non-refundable and there is no provision for refunds or credits if the service is not utilized during any given period or closed before the end of the service term Customer contact data shows no receipt of any cancellation request from the consumer prior to December 30, 2015, when data shows that the consumer had contacted SugarSync support, via online contact form, requesting to cancel his accountRecords show that the consumer was provided, via e-mail, instructions on how to properly cancel services via online cancellation link and data showsData shows no further communication was received or sent with reference to this contact Contact data shows the next record of contact occurred on August 6, 2015, when data shows that the consumer had contacted SugarSync support, via online contact form, reporting difficulty with completing cancellation procedures onlineA response was sent to the consumer informing him that the online cancellation procedure is required in order to close the SugarSync account, advising him that it is possible that the online is experiencing a high than volume and suggesting that he attempt again Contact data shows the next record of contact occurred on December 7, 2015, when data shows that the consumer had contacted SugarSync cancellation department via online chat and records show that the consumer had initiated 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 consumer initiating, following and completing proper cancellation procedures prior to the account's renewal on December 20, Data shows that there were no reported issues that would have affect the consumer's ability to reach online chat cancellation process while the consumer's account was active, and records show that other consumers were able to successfully cancel services with online chat during the same period 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 The consumer's account has been schedule to automatically close on December 20, 2015, at the end of the current paid service term and in accordance with the cancellation procedures completed December 7, We apologize for the consumer's less than satisfactory experience and any inconvenience that may have been encounteredSugarSync representatives followed proper company policy in this regard; nevertheless, we will have this matter reviewed further by the appropriate departments to see that we take the necessary steps to improve the customer support process Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) On January 7th, customer service agent Ariel wrote to me, "You can cancel your account anytime online" This turned out to be falseAs stated in my original complaint, SugarSync only allows cancellation during an inconvenient 4-hour window As stated in the original complaint and in repeated correspondence with SugarSync, the designated chat for cancellationthe *only [redacted] way to cancel a subscriptiontypically experiences high wait times(Note they mention this in their reply.) This creates an unethical barrier to cancellation for the consumerCase in point: it took me nearly a dozen attempts on different days before I was able to successfully contact an agent to cancelWhen I *did [redacted] successfully contact an agent, it was only after being 7th in cue and taking more than minutes total before I was able to cancel Some easy questions for SugarSync: (a) Why not allow customers to cancel 24/through account settings? (b) Why not alert customers with a courtesy notice of impending automatic renewal? (c) Why not refund unused portions of a yearly subscription? As one can see in SugarSync's reply to my complaint, their answer to these questions boils down to, "It's in the fine print!" and "Other businesses do it that way, too!" Which is why SugarSync's rating on Yelp is a unanimous 1-star Thus, as SugarSync has not removed the barriers between consumer and subscription cancellation, I do not accept their response Final Business Response / [redacted] (4000, 9, 2016/01/04) */ We have again reviewed this matter and our response remains the sameNevertheless, as a courtesy and in the interest of a mutually satisfactory resolution, the consumer will be provided a refund of $74.99, consisting of the last annual service fee incurred, and the account has been closed In response to his concerns, we would like to reiterate that the SugarSync customer agreement (https://www.sugarsync.com/terms) makes clear that by creating a paid account, 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 terminatedThe 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 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 agreementMoreover, SugarSync provides an easy-to-use online chat option for account cancellationsThe consumer was able to use this feature without issue, save for the fact that his cancellation request came after the account's renewal date of December 20, That said, in light of our courtesy refund and waiver of the standard cancellation procedures, we consider the matter closedWe 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 Final Consumer Response / [redacted] (2000, 11, 2016/01/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am deeply gratified that SugarSync has agreed to offer a courtesy refund, although I dispute some of the details of their reply(For instance, they say "The consumer was able to use this feature without issue," when in fact I encountered a great many difficult issues when attempting cancelThe burdensome cancellation method was precisely the heart of my original complaint.) Still, I am pleased with SugarSync's gesture and will consider the matter resolved, pending confirmation of refund

Initial Business Response / [redacted] (1000, 5, 2015/08/26) */ Please contact us between 10am and 2pm PST Monday through Friday to cancel your accountThanks Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) The official response to the Revdex.com is unsatisfactory because the "contact us between 10am and 2pm" policy is the problem in the first placeThere is no way to contact themHowever, they emailed me and agreed to cancel the account and cease the recurring charges

Initial Business Response / [redacted] (1000, 5, 2015/06/19) */ We have no user in our system with an email address of [redacted] @yahoo.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) You charged the Credit Card, it seems that you deleted this profilePlease call XXX-XXX-XXXX to discuss Final Business Response / [redacted] (4000, 9, 2015/06/23) */ That is not correctIt means you did not use that email address to sign up for your account

Initial Business Response / [redacted] (1000, 15, 2015/11/17) */ We apologize for the delayed response to this complaint and any difficulty it may have causedThis unfortunate postponement was the result of transitions within the department responsible for handling these matters Records show that the consumer, [redacted] , signed up for a SugarSync account online on January 3, 2010, with an annual subscription plan 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 all fees are non-refundable and 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 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 serviceIt is the consumer's responsibility to read and understand the customer agreement and policies and procedures as detailed withinIgnorance 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 from the consumer prior to September 24, 2015, when data shows that the consumer had contacted SugarSync support, via online contact form, requesting to cancel his accountRecords show that an automated response was sent to the consumer advising him to contact the SugarSync cancellation department via chat Contact data shows the next record of contact occurred September 24, 2015, when data shows that the consumer had contacted the SugarSync cancellation department, via online chat, requesting to cancel his accountRecords show that the consumer was provided the online cancellation link and data shows 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 consumer initiating, following and completing proper cancellation procedures as provided prior to the account's renewal 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 initiate and complete proper cancellation procedures as provided prior to the account's renewal if the 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, as a courtesy, the consumer's account had been closed and a refund of $74.99, consisting of the last annual service fee incurred, has been provided

Initial Business Response / [redacted] (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 answerAlternatively 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[redacted] 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 / [redacted] (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 $for 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 serviceIt is the consumer's responsibility to read and understand the customer agreement and policies and procedures as detailed withinIgnorance 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, 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 causedWe 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 / [redacted] (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,: Hello [redacted] , This email confirms that you have cancelled your billing agreement with SugarSync, IncNo further payments will be made from your PayPal account to this merchantIf you have any further questions about the agreement, or wish to reinstate it, please contact SugarSync, Incdirectly Sincerely, PayPal Please do not reply to this emailThis mailbox is not monitored and you will not receive a responseFor 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 accountI talked to customer service representative there that comfirmed the closing of my account afterwardsThe 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 / [redacted] (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, 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 responsibilitiesAgain, 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 $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

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 meSincerely, [redacted]

Initial Business Response / [redacted] (1000, 15, 2015/10/08) */ We sincerely apologize for the delayed response and any inconvenience it may have causedWe appreciate the Revdex.com and consumer's patience Records show that the consumer, [redacted] ***, signed up for a SugarSync account on August 5, 2014, with a gigabyte subscription plan for $per year Customer contact data shows no receipt of any cancellation request from the consumer prior to September 8, Customer contact data shows the consumer had contacted SugarSync support in December 2014, seeking technical assistanceContact data shows that no request to cancel the account was made at the time Contact data shows the next record contact had occurred on September 8, 2015, when the consumer contacted SugarSync customer support via online chat requesting to cancel his account at a time when chat agents were not available; as a result no chat had occurred and a support ticket was created for follow up once agents became available Contact data shows the next record contact had occurred on September 9, 2015, when the consumer again contacted SugarSync customer support via online chat at a time when chat agents were not available; as a result no chat had occurred and a support ticket was created for follow up once agents became available Contact data shows the next record contact had occurred on September 9, 2015, when the consumer again contacted SugarSync customer support via online chat at a time when chat agents were not available; as a result no chat had occurred and a support ticket was created for follow up once agents became available Contact data shows that no communication was sent in response to either of the consumer's support tickets as data for the consumer's account denoted that the account was disabled on September 10, 2015, as a result of a fee reversal 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 9, 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 him 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 serviceIt 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 servicesIgnorance 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 $99.99, consisting of the last annual fee incurred, through his credit card provider

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 at this timeSincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/19) */ Records show that the consumer, [redacted] , signed up for a SugarSync Free account online on May 28, 2012, and activity for the account shows that it was voluntarily upgraded on December 14, 2013, to a SugarSync paid account per the consumer's request, with annual subscription rate plan Customer contact data shows that the consumer had contacted SugarSync support, via e-mail, on July 13, 2015, reporting technical difficulties with the SugarSync accountData shows that the last communication in reference to this matter occurred on July 21, 2015, when SugarSync support had inquired with the consumer if the prior suggestion of uninstalling and reinstalling had worked and requested that the consumer provide additional information for further investigationData shows that no further communication was received from the consumer in this regard; it would be reasonable to expect a consumer to provide additional follow up if difficulties were still occurring rather than to not respond and allow services to continue Customer contact data shows that the next record of contact occurred on December 21, 2015, when data shows that the consumer had contacted SugarSync support, via e-mail, requesting to cancel her account and seeking a refund of recent annual subscription fee occurred; however, due to anomaly, a response, which would have provided the consumer instructions on how to properly cancel services via online chat, was not sentWe apologize for any inconvenience this may have caused Contact data shows that the next record of contact occurred on December 29, 2015, when data shows that the consumer had contacted SugarSync cancellation support, via online chat, requesting to cancel her accountRecords 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 December 14, 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 The SugarSync customer agreement ( [redacted] ), which the consumer accepted as a condition of activation of her SugarSync services, made clear to him when she 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 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 serviceThe SugarSync sign up process prior to the account activation clearly reads "By continuing you agree to SugarSync's Terms of Service." 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 Moreover, the SugarSync customer agreement makes no provision for a rate reduction or waiver in the event of any service disruptions or technical difficultyTherefore, any refund or credit consideration provided in these circumstances is done so as a courtesy Pursuant to the agreed, accepted and legally binding contract, a refund was found not to be applicable in this matter; however, as a courtesy, the consumer has been provided a refund of $74.99, consisting of the last annual service fee incurred, and the account has been closedThe 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 providerWe may suggest contacting your credit card provider in this regard