Again, I can't stress enough how unfortunate (and unfair to our business) it is that [redacted] waited to complain to the Revdex.com without ever contacting us directly either by phone or emailIf she had reached out to us directly as soon as she felt that she was being treated unfairly this issue would have been resolved immediately The fact is that her account was not fully deactivated until 9/28/which means that she was past due with the $monthly fee for daysDuring those days she had full access to her account and could use all features of the system except for selling new gift certificatesThat means she could still use her system to validate & redeem incoming gift certificates, re-issue gift certificates, provide online order customer service, use sales reports, use the virtual terminal, and issue comp & phone order gift certificates Also during the days after she was first notified that a new credit card was required she could have easily updated her credit card online to instantly turn on the ability to sell new gift certificates One additional item to note is that an email was also sent on the 15th of the month alerting her that a new credit card will be required before the 1st of the monthWhen that email was sent ALL system features were still activeNot sure if she missed that email or just ignored it because all all features were still active at that time Bottom line, if she would have contacted us about her concerns, instead of going direct to the Revdex.com, all of this would have been explained and if she still felt a refund was needed it would have been given That being said, we will fully refund her $monthly fee for August even though she is only asking for a pro-rated refund of $for the last few days of AugustWe will also extend our original offer to waive her current $fee to re-activate her account and start using the system again
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
"even though you don't have a balance due..." .."technically active today..." "Currently your shopping cart is turned off..." My concern is that my account was shut down a full week before the end of the month that I DID pay for I paid for services The company shut them off I am sure I am not the only one this is happened to What makes this an acceptable practice? They held my account hostage for a credit card number that was not to be charged for a full week in the future
The emails that this company sends are threatening "Unfortunately, this is the final notice before your account is deactivatedCurrently your shopping cart is turned off and unable to accept orders but you can still fix it with just a few clicks..." So, how am I not supposed to take this as a threat? A service I have paid for has been cut off My account is going to be "deactivated", "but you can still fix it with just a few clicks..." Obviously my account was not deactivated because they continued to attempt to charge my credit card. They threatened to deactivate it, but instead continued time and again to attempt to collect payment Why would I even consider giving this company access to my credit card when they prevented me from using a week's worth of services I paid for? IF they had not shut my cart off one week before the end of the month, I would still be paying them for services I refuse to be bullied by this company!
Below is just one of the many emails I received from thegiftcardcafe.com As posted in my previous note to Revdex.com, the emails I received do not convey a professional tone They are threatening and show the lack of respect or appreciation for the people paying their salaries A company that condones, much less applies, a policy that does not fulfill their commitment to rendering services, is unlawful
Email I received August 23rd, 2014:
"The credit card on your account is considered EXPIRED and even if you don't have a balance due we still require that you maintain an active credit card on your account.
Why do we say your card is expired when the exp date is 8/14? Because our billing cycle is on the 1st of every month so even though your card is technically active today it will be expired before our next billing cycle hits
Unfortunately, this is the final notice before your account is deactivatedCurrently your shopping cart is turned off and unable to accept orders but you can still fix it with just a few clicks..."
We are very sorry, and shocked, to hear about [redacted]'s experience. If she had contacted us directly during the month in which her credit card was expired this could have been explained and resolved very quickly and easily. The emails that she describes as threats are just standard automated...
emails generated by our system when an account has a credit card due to expire. The emails are designed to be sent over several weeks to allow plenty of time for the client to login and update their card on file and avoid any delays in service.
There also appears to be confusion about our fees and what [redacted] had already paid. We charge a $9.95 monthly fee on the 1st of every month for that month's service in addition to per order fees. [redacted]'s credit card expired in August and so her $9.95 fee for services during the month of September was never paid. Her account was not closed until 9/28/14 so there would be no money owed to her according to our records. Again, if she had simply reached out to us via phone or email this would have been easily explained and resolved.
We will be glad to re-activate [redacted]'s account and waive our $9.95 fixed monthly fee for the current month so she can get back up and running.
Again, I can't stress enough how unfortunate (and unfair to our business) it is that [redacted] waited to complain to the Revdex.com without ever contacting us directly either by phone or email. If she had reached out to us directly as soon as she felt that she was being treated unfairly this issue would have been resolved immediately.
The fact is that her account was not fully deactivated until 9/28/14 which means that she was past due with the $9.95 monthly fee for 28 days. During those 28 days she had full access to her account and could use all features of the system except for selling new gift certificates. That means she could still use her system to validate & redeem incoming gift certificates, re-issue gift certificates, provide online order customer service, use sales reports, use the virtual terminal, and issue comp & phone order gift certificates.
Also during the 33 days after she was first notified that a new credit card was required she could have easily updated her credit card online to instantly turn on the ability to sell new gift certificates.
One additional item to note is that an email was also sent on the 15th of the month alerting her that a new credit card will be required before the 1st of the month. When that email was sent ALL system features were still active. Not sure if she missed that email or just ignored it because all all features were still active at that time.
Bottom line, if she would have contacted us about her concerns, instead of going direct to the Revdex.com, all of this would have been explained and if she still felt a refund was needed it would have been given.
That being said, we will fully refund her $9.95 monthly fee for August even though she is only asking for a pro-rated refund of $2.50 for the last few days of August. We will also extend our original offer to waive her current $9.95 fee to re-activate her account and start using the system again.
Again, I can't stress enough how unfortunate (and unfair to our business) it is that [redacted] waited to complain to the Revdex.com without ever contacting us directly either by phone or emailIf she had reached out to us directly as soon as she felt that she was being treated unfairly this issue would have been resolved immediately The fact is that her account was not fully deactivated until 9/28/which means that she was past due with the $monthly fee for daysDuring those days she had full access to her account and could use all features of the system except for selling new gift certificatesThat means she could still use her system to validate & redeem incoming gift certificates, re-issue gift certificates, provide online order customer service, use sales reports, use the virtual terminal, and issue comp & phone order gift certificates Also during the days after she was first notified that a new credit card was required she could have easily updated her credit card online to instantly turn on the ability to sell new gift certificates One additional item to note is that an email was also sent on the 15th of the month alerting her that a new credit card will be required before the 1st of the monthWhen that email was sent ALL system features were still activeNot sure if she missed that email or just ignored it because all all features were still active at that time Bottom line, if she would have contacted us about her concerns, instead of going direct to the Revdex.com, all of this would have been explained and if she still felt a refund was needed it would have been given That being said, we will fully refund her $monthly fee for August even though she is only asking for a pro-rated refund of $for the last few days of AugustWe will also extend our original offer to waive her current $fee to re-activate her account and start using the system again
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
"even though you don't have a balance due..." .."technically active today..." "Currently your shopping cart is turned off..." My concern is that my account was shut down a full week before the end of the month that I DID pay for I paid for services The company shut them off I am sure I am not the only one this is happened to What makes this an acceptable practice? They held my account hostage for a credit card number that was not to be charged for a full week in the future
The emails that this company sends are threatening "Unfortunately, this is the final notice before your account is deactivatedCurrently your shopping cart is turned off and unable to accept orders but you can still fix it with just a few clicks..." So, how am I not supposed to take this as a threat? A service I have paid for has been cut off My account is going to be "deactivated", "but you can still fix it with just a few clicks..." Obviously my account was not deactivated because they continued to attempt to charge my credit card. They threatened to deactivate it, but instead continued time and again to attempt to collect payment Why would I even consider giving this company access to my credit card when they prevented me from using a week's worth of services I paid for? IF they had not shut my cart off one week before the end of the month, I would still be paying them for services I refuse to be bullied by this company!
Below is just one of the many emails I received from thegiftcardcafe.com As posted in my previous note to Revdex.com, the emails I received do not convey a professional tone They are threatening and show the lack of respect or appreciation for the people paying their salaries A company that condones, much less applies, a policy that does not fulfill their commitment to rendering services, is unlawful
Email I received August 23rd, 2014:
"The credit card on your account is considered EXPIRED and even if you don't have a balance due we still require that you maintain an active credit card on your account.
Why do we say your card is expired when the exp date is 8/14? Because our billing cycle is on the 1st of every month so even though your card is technically active today it will be expired before our next billing cycle hits
Unfortunately, this is the final notice before your account is deactivatedCurrently your shopping cart is turned off and unable to accept orders but you can still fix it with just a few clicks..."
We are very sorry, and shocked, to hear about [redacted]'s experience. If she had contacted us directly during the month in which her credit card was expired this could have been explained and resolved very quickly and easily. The emails that she describes as threats are just standard automated...
emails generated by our system when an account has a credit card due to expire. The emails are designed to be sent over several weeks to allow plenty of time for the client to login and update their card on file and avoid any delays in service.
There also appears to be confusion about our fees and what [redacted] had already paid. We charge a $9.95 monthly fee on the 1st of every month for that month's service in addition to per order fees. [redacted]'s credit card expired in August and so her $9.95 fee for services during the month of September was never paid. Her account was not closed until 9/28/14 so there would be no money owed to her according to our records. Again, if she had simply reached out to us via phone or email this would have been easily explained and resolved.
We will be glad to re-activate [redacted]'s account and waive our $9.95 fixed monthly fee for the current month so she can get back up and running.
Again, I can't stress enough how unfortunate (and unfair to our business) it is that [redacted] waited to complain to the Revdex.com without ever contacting us directly either by phone or email. If she had reached out to us directly as soon as she felt that she was being treated unfairly this issue would have been resolved immediately.
The fact is that her account was not fully deactivated until 9/28/14 which means that she was past due with the $9.95 monthly fee for 28 days. During those 28 days she had full access to her account and could use all features of the system except for selling new gift certificates. That means she could still use her system to validate & redeem incoming gift certificates, re-issue gift certificates, provide online order customer service, use sales reports, use the virtual terminal, and issue comp & phone order gift certificates.
Also during the 33 days after she was first notified that a new credit card was required she could have easily updated her credit card online to instantly turn on the ability to sell new gift certificates.
One additional item to note is that an email was also sent on the 15th of the month alerting her that a new credit card will be required before the 1st of the month. When that email was sent ALL system features were still active. Not sure if she missed that email or just ignored it because all all features were still active at that time.
Bottom line, if she would have contacted us about her concerns, instead of going direct to the Revdex.com, all of this would have been explained and if she still felt a refund was needed it would have been given.
That being said, we will fully refund her $9.95 monthly fee for August even though she is only asking for a pro-rated refund of $2.50 for the last few days of August. We will also extend our original offer to waive her current $9.95 fee to re-activate her account and start using the system again.