Synapse Group, Inc.

February 5,
"">
[redacted]
Dispute Resolution Specialist
Revdex.com, Inc
[redacted]
Re: Complaint Case #:
[redacted]
Consumer: [redacted]
Dear Ms[redacted]:
I write in response to the inquiry registered with your office by consumer [redacted]We genuinely regret the inconvenience that [redacted] experienced regarding his magazine subscriptions, and have attempted to resolve his concerns
Our records show that [redacted] placed an order for [redacted], [redacted], [redacted], and [redacted], when he accepted our promotional offer, which was presented by [redacted] after he had completed a survey following an online purchaseThe offer allowed him to receive the first term of his magazine selection for a nominal fee of $for each subscriptionThe offer also provided that his subscriptions would automatically continue following the initial term and that the same credit card would be charged if he did not call us to cancel. In addition, it is our policy that customers who wish to cancel may do so at any [redacted] by calling our toll-free customer service number, which is provided on our renewal notice and also on the customer's billing statement with each charge
When we did not hear from [redacted] that he wished to cancel his subscriptions at the end of his first term, the annual subscription charges were posted to his account
On January 27, 2014, [redacted] contacted our automated customer service line and cancelled his subscriptions to [redacted], [redacted], [redacted], and [redacted], generating a refund to his account reflecting the value of unserved issues in the amount of $
We received notification from [redacted]'s credit card company that he disputed the charges for his subscriptions to [redacted], [redacted], [redacted], and [redacted] resulting in the remaining balance being processed for his subscriptions in the amount of $back to his account
[redacted] can be assured that his subscriptions have been cancelled. Also, [redacted] may continue to receive one or two more issues of his magazines since they were in process at the [redacted] of cancellation. He may keep these with our compliments.
We sincerely regret that [redacted] experienced any difficulty using our automated customer service system. The system was designed to provide customers with the most efficient means possible for addressing various concerns regarding their subscriptions. [redacted] may be assured that his comments have been forwarded to the department responsible for our automated system, and they will be considered in future system evaluation
Please be assured that customer satisfaction is very important to us and we take great care in providing our customers with the highest level of service. If I can be of any further assistance in this matter, please contact me at ###-###-####
Sincerely yours,
[redacted]
Manager, Customer Service

January 24,
"">
[redacted]
Dispute Resolution Specialist
Revdex.com, Inc
[redacted]
Re: Complaint Case #:
[redacted]
Consumer: [redacted]
Dear Ms[redacted]:
I write in response to the inquiry registered with your office by consumer [redacted]We genuinely regret the inconvenience that [redacted] experienced regarding her magazine subscriptions, and have attempted to resolve her concerns
Our records show [redacted] placed three orders with our company when she accepted our promotional offer, which was presented by [redacted] after she had completed a survey following an online purchaseThe first order was placed for [redacted], [redacted] and [redacted]The second order was placed for [redacted] and the third order was placed for [redacted], [redacted], [redacted] and [redacted]These offers allowed her to receive the first term of her magazine selections for a nominal fee of $for each subscriptionThe offers also provided that her subscriptions would automatically continue following the initial term and that the same credit card would be charged if she did not call us to cancel. In addition, it is our policy that customers who wish to cancel may do so at any time by calling our toll-free customer service number, which is provided on our renewal notice and also on the customer's billing statement with each charge
When we did not hear from [redacted] that she wished to cancel her subscriptions at the end of her first term, the annual subscription charges were posted to her account
On January 15, 2014, [redacted] contacted our service center via our online website and cancelled her subscriptions to [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], [redacted] and [redacted], generating a refund to her account reflecting the value of unserved issues in the amount of $
Upon receipt of your correspondence, on January 21, 2014, we processed full refunds for the remaining balance on [redacted]'s subscriptions totaling $33.68. It should be noted that banks direct us to ask customers to allow one to two billing statements for written confirmation of the refund to appear, depending on their billing cycle
[redacted] can be assured that her subscriptions have been cancelledAlso, [redacted] may continue to receive one or two more issues of her magazines since they were in process at the time of cancellation. She may keep these with our compliments
Please be assured that customer satisfaction is very important to us and we take great care in providing our customers with the highest level of service. If I can be of any further assistance in this matter, please contact me at ###-###-####
Sincerely yours,
[redacted]
Manager, Customer Service

January 24,
"">
[redacted]
Dispute Resolution Specialist
Revdex.com, Inc
[redacted]
Re: Complaint Case #:
[redacted]
Consumer: [redacted]
Dear Ms[redacted]:
I write in response to the inquiry registered with your office by consumer [redacted]We genuinely regret the inconvenience that [redacted] experienced regarding her magazine subscriptions, and have attempted to resolve her concerns
Our records show that [redacted] placed an order for [redacted], [redacted], [redacted] and [redacted], when she accepted our promotional offer, which was presented by [redacted] after she had completed a survey following an online purchaseThis offer allowed her to receive the first term of her magazine selections for a nominal fee of $for each subscription. The offer provided that her subscription would automatically continue following the initial term and that the same credit card would be charged if she did not call us to cancelIn addition, it is our policy that customers who wish to cancel may do so at any time by calling our toll-free customer service number, which is provided on our renewal notice and also on the customer's billing statement with each charge
When we did not hear from [redacted] that she wished to cancel her subscription at the end of her first term, the annual subscription charges were posted to her account
Upon receipt of your correspondence, on January 21, 2014, we cancelled [redacted]'s subscription to [redacted], [redacted], [redacted] and [redacted], generating a full refund in amount of $61.50. It should be noted, however, that banks direct us to ask customers to allow one or two billing statements for written confirmation of the refund to appear, depending on their billing cycle
[redacted] can be assured that all of her subscriptions have been cancelled. Also, [redacted] may continue to receive one or two more issues of her magazine since it was in process at the time of cancellationShe may keep these with our compliments
We also regret that [redacted] experienced any inconvenience in using our toll-free customer service number. Our automated customer service line was designed to provide customers with the most efficient means possible for addressing their concerns regarding their subscriptions, and we are sorry that she found this system difficult to use
Please be assured that customer satisfaction is very important to us and we take great care in providing our customers with the highest level of service. If I can be of any further assistance in this matter, please contact me at [redacted]
Sincerely yours,
[redacted]
Manager, Customer Service

February 5,
"">
[redacted]
Dispute Resolution Specialist
Revdex.com, Inc
[redacted]
Re: Complaint Case #:
[redacted]
Consumer: [redacted]
Dear Ms[redacted]:
I write in response to the inquiry registered with your office by consumer [redacted]We genuinely regret the inconvenience that [redacted] experienced regarding his magazine subscriptions, and have attempted to resolve his concerns
Our records show that [redacted] placed two orders with our company when he accepted our promotional offer, which was presented by [redacted] after he had completed a survey following an online purchaseThe first order was placed for [redacted], [redacted], [redacted], and [redacted]This offer allowed him to receive the first term of his magazine selections for a nominal fee of $for each titleThe second order was for placed for [redacted],[redacted] and [redacted]This offer allowed him to receive the first days of his subscription risk freeBoth of these offers provided that his subscriptions would automatically continue following the initial term and that the same credit card would be charged if he did not call us to cancel. In addition, it is our policy that customers who wish to cancel may do so at any time by calling our toll-free customer service number, which is provided on our renewal notice and also on the customer's billing statement with each charge
[redacted] contacted our service center via our online website on January 30, and cancelled his subscriptions to [redacted], [redacted], and [redacted]Please note that his account was not charged for these subscriptionsDuring that same inquiry, [redacted] placed his subscription to [redacted] on "do not renew" statusThis would allow him to continue receiving the remaining issues in his current term, however, at the end of his term the subscriptions would not renew, nor would he be charged a renewal fee
Upon receipt of your correspondence on January 31, 2014, we cancelled [redacted]' subscriptions to [redacted], [redacted], [redacted] and [redacted], generating a full refund of the amount charged of $to his accountIt should be noted that banks direct us to ask customers to allow one to two billing statements for written confirmation of the refund to appear, depending on their billing cycle
[redacted] can be assured that his subscriptions have been cancelled and all charges refunded to his account. Also, [redacted] may continue to receive one or two more issues of his magazines since they were in process at the time of cancellation. He may keep these with our compliments.
Please be assured that customer satisfaction is very important to us and we take great care in providing our customers with the highest level of service. If I can be of any further assistance in this matter, please contact me at ###-###-####
Sincerely yours,
[redacted]
Manager, Customer Service

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.
Sincerely,
[redacted]

February 25, 2014
[redacted]
Dispute Resolution Specialist
Revdex.com, Inc.
[redacted]
[redacted]  [redacted]
            Re:      Complaint Case #: 


[redacted]


                        Consumer:  [redacted]
Dear Ms. [redacted]:
I write in response to the inquiry registered with your office by consumer [redacted]. We genuinely regret the inconvenience that Ms. [redacted] experienced regarding her magazine subscriptions, and have attempted to resolve her concerns.
The terms and conditions signed by the customer at the time of check out did authorize us to place the order and charge her account. Ms. [redacted] signed a receipt at the [redacted] store confirming her agreement to the terms of the offer. (Please see attached.)
As previously stated, Ms. [redacted] can be assured that her subscriptions have been cancelled and all charges refunded to her account.  Also, Ms. [redacted] may continue to receive one or two more issues of her magazine since it was in process at the time of cancellation.  She may keep these with our compliments.
Please be assured that customer satisfaction is very important to us and we take great care in providing our customers with the highest level of service.  If I can be of any further assistance in this matter, please contact me at ###-###-####.
Sincerely yours,
[redacted]
Manager, Customer Service

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.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
 
However, I take objection to their claim that "The [automated customer service] system was designed to provide customers with the most efficient means possible for addressing various concerns regarding their subscriptions."
After experiencing the system first-hand, it is clearly designed to drive any alternative to full cancelation, as it offers at least 3 ways to continue paying the company before being allowed to cancel, which is the option I selected.  The final option (after selecting to cancel) is also worded in a confusing way as to be accepted (thinking you'd be canceling your subscription), when in fact you are not canceling the subscription.
 
Despite [redacted] conciliatory tone and language that sends the right message, in fact something else is going on.  I find the company's practices to be deceptive.
 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Review: An unauthorized charge of $68.00 for a year subscription to [redacted] magazine appeared on my [redacted] bill, dated 2/21/14. I did not order it and did not want it. I contacted them and [redacted] to cancel it and that appeared to have been done. I sent all the data for the disputed charge to [redacted]. I tried to contact [redacted] customer service, but it seems that the person I spoke to was in some foreign country. I could not understand her and she did not help me. I could not find any way to actually talk to a person at the Synapse Group.Desired Settlement: Since I cancelled the unwanted subscription Before any issues appeared, I want the Synapse Group to credit the unauthorized $68.00 charge back to my [redacted] account as soon as possible.

Consumer

Response:

-----Original Message-----

From: [redacted]

Sent: Wednesday, March 19, 2014 6:19 PM

To: [redacted]

Subject: Resolution of complaint #[redacted] against the Synapse Group

My complaint involved an unauthorized charge of $68.00 to my [redacted] credit

card. I found out from my bank that $68.00 was credited back to the account

and posted today, 3/19/14. I consider the matter resolved. Thank you.

Review: This company did not make themselves clear in their intent, then charged me 3x market rate for unsolicited subscriptions.

I took a survey. I was offered a few issues of some magazines as a reward. I did not agree to pay full market rate for subscriptions which I could have easily gotten for 1/4 to 1/3 the fees assessed. My wife mistakenly completed unsolicited orders and I was charged hundreds of dollars that I should not have been.

This firm is a blight on the public and is clearly not working in a legitimate role.Desired Settlement: I would like to have their unfair business practices brought to light and to then have consumers be able to effectively shield themselves from this set of predators.

Business

Response:

Business Response /* (1000, 5, 2013/05/14) */

May 14, 2013

Dispute Resolution Specialist

Revdex.com, Inc.

94 South Turnpike Road

Wallingford, CT XXXXX

Re: Complaint Case #: XXXXXXXX

Consumer: [redacted]

Dear Ms. [redacted]:

I write in response to the inquiry registered with your office by consumer [redacted]. We genuinely regret the inconvenience that Mr. [redacted] experienced regarding his magazine subscriptions, and have attempted to resolve his concerns.

Our records show that Mr. [redacted] placed an order for [redacted] and [redacted], when he accepted our promotional offer, which was presented by [redacted] after he had completed a survey following an online purchase. This offer allowed him to receive the first term of his magazine selections for a nominal fee of $2.00 for each subscription. The offer also provided that his subscriptions would automatically continue following the initial term and that the same credit card would be charged if he did not call us to cancel. In addition, it is our policy that customers who wish to cancel may do so at any time by calling our toll-free customer service number, which is provided on our renewal notice and also on the customer's billing statement with each charge.

When we did not hear from Mr. [redacted] that he wished to cancel his subscriptions at the end of his first term, the annual charges were posted to his account. On May 8, 2013, Mr. [redacted] contacted our automated customer service center and placed his subscriptions to [redacted] and [redacted] on "do not renew" status. This would allow him to continue receiving the remaining issues in his current term, however, at the end of his term the subscriptions would not renew, nor would he be charged a renewal fee.

Upon receipt of your correspondence on May 9, 2013, we cancelled Mr. [redacted]'s subscriptions to [redacted] and [redacted], generating a full refund of $145.00 to his account. It should be noted that banks direct us to ask customers to allow one to two billing statements for written confirmation of the refund to appear, depending on their billing cycle.

Mr. [redacted] can be assured that his subscription has been cancelled. Also, Mr. [redacted] may continue to receive one or two more issues of his magazines since it was in process at the time of cancellation. He may keep these with our compliments.

The renewal prices are our standard renewal rates for [redacted] and [redacted]. Our renewal prices still represent a significant savings off the single issue newsstand price. We work with each of our publishers in establishing standard discounted rates for the magazine titles we offer.

Please be assured that customer satisfaction is very important to us and we take great care in providing our customers with the highest level of service. If I can be of any further assistance in this matter, please contact me at ([redacted]) XXX-XXXX.

Sincerely yours,

Manager, Customer Service

Consumer Response /* (2110, 7, 2013/05/19) */

(The consumer indicated he/she ACCEPTED the partial settlement response from the business.)

Pushy sales tactics.

While doing a survey unrelated to magazines I was offered a bonus of 5 magazines at no cost to me. Then I was told that there would be a $2.00 S&H fee so I entered my credit card info. Then I checked my email a little later just to find out that I was being billed almost $200.00 for the magazines. When I went to cancel my order it was difficult at best to cancel them. I was only able to cancel 3 of them. I still have a balance of $8.00 (I think) because I'm not really sure that they cancelled them. They gave no phone number to call for customer service, only a web site that I tried to cancel them on. I have no idea how to reach a person to cancel the whole order and am afraid that I am going to have all the money taken out of my bank. I need this fixed now!

This is a very deceptive, bait and switch sneaky company that implies that you get a bunch of magazines for a $2 processing fee. Well that $2 applies to EACH magazine and if you decide to select the free trial periods for the additional 3 magazines you better check your statement because they will bill you for the ENTIRE amount! The number you can call to cancel and request a refund is: ###-###-####. Make sure you get the representative's name, date and time of call and importantly the cancelation number for all of the magazines! Also make is clear that you would like a refund for any pending charges. I would avoid this shady, slimy, sneaky company at all costs! Horrible company!

Unable to talk to a human when calling to cancel an order. $74.00 was taken from my checking account without my approval. How can they take money from me without asking, or telling me before they do it,. Lousy way to do business.

This company makes money by automatically renewing free or discounted trial magazine subscriptions, and tricking people into renewing when they attempt to cancel through repeated and exhausting offers to renew at a discounted price. I can't believe they have a positive rating with the Revdex.com. This is unbelievable, as when you request to cancel, they repeatedly offer a "full refund" if you will renew your subscription at a discounted rate. That's not cancellation; that's renewal. When I try to cancel, don't attempt 10 times to get me to agree to renew by using language that makes it sound like I'm getting all my money back. When I ask to cancel, just cancel.

Review: This company provides FREE subscriptions to magazines. When it comes time to unsubscribe, one has a very difficult time finding where to stop them.

I have been trying to unsubscribe to five magazines for several months and at this point have no idea whether I have been successful or not. They don't respond so, I guess I will AGAIN only know when I do or do not see money withdrawn from my account. My bank has worked on this and I only hope they have met my challenges!!!Desired Settlement: I JUST WANT TO STOP PAYING !!!!

Business

Response:

Business Response /* (1000, 5, 2013/05/14) */

May 14, 2013

Dispute Resolution Specialist

Revdex.com, [redacted]

94 South Turnpike Road

Wallingford, CT XXXXX

Re: Complaint Case #: XXXXXXXX

Consumer: [redacted]

Dear Ms. [redacted]:

I write in response to the inquiry registered with your office by consumer [redacted]. We genuinely regret the inconvenience that Mr. [redacted] experienced regarding his magazine subscriptions, and have attempted to resolve his concerns.

Our records show that Mr. [redacted] placed an order for [redacted] and [redacted], when he accepted our promotional offer, which was presented by [redacted] after he had completed a survey following an online purchase. This offer allowed him to receive the first term of his magazine selections for a nominal fee of $2.00 for each subscription. The offer also provided that his subscriptions would automatically continue following the initial term and that the same credit card would be charged if he did not call us to cancel. In addition, it is our policy that customers who wish to cancel may do so at any time by calling our toll-free customer service number, which is provided on our renewal notice and also on the customer's billing statement with each charge.

When we did not hear from Mr. [redacted] that he wished to cancel his subscriptions at the end of his first term, the annual charges were posted to his account.

On August 8, 2012, we received notification from Mr. [redacted]'s credit card company that he disputed the charges for his subscriptions to [redacted] and [redacted], resulting in his subscriptions being cancelled and a full refund in the amount of $125.00 being processed to his account.

Upon receipt of your correspondence on May 9, 2013, we cancelled Mr. [redacted]'s subscription to [redacted] generating a full refund in the total amount of $46.00 back to his account. It should be noted that banks direct us to ask customers to allow one to two billing statements for written confirmation of the refund to appear, depending on their billing cycle.

Mr. [redacted] can be assured that his subscriptions have been cancelled. Also, Mr. [redacted] may continue to receive one or two more issues of his magazines since they were in process at the time of cancellation. He may keep these with our compliments.

Please be assured that customer satisfaction is very important to us and we take great care in providing our customers with the highest level of service. If I can be of any further assistance in this matter, please contact me at ([redacted]) XXX-XXXX.

Sincerely yours,

Manager, Customer Service