The Neat Company, Inc

Please see the list of charges/refund processing listed below: 
$16.30 returned to credit card ending in [redacted] on 10/16/14
$16.30 returned to credit card ending in [redacted] on 10/21/14
$16.30 returned to credit card ending in [redacted] on 10/19/14
It is absolutely possible for there to be an account under a different name, email address, or credit card information.  There are no other accounts associated with billing listed under your name, email address given, or credit card information shared.  
Please provide us with account information associated with other charges of billing related to our cloud service.

You may submit a support ticket via the following web address: http://www.neat.com/support/contact-support/.  You may select "email us" if you're unable to login with the credentials of your registered account.  Please describe the details of your experience if you are unable to...

create a ticket with the web address shared.

Your most recent contact with us was on Nov 4, 2016 via case number [redacted]. At this time  you indicate that you purchased the monthly essential plan.  This purchase was made under email address [redacted]@[redacted].co, which is invalid.  We provided you a refund for the service...

and you purchased under the correct plan.  You then contacted us on Feb 2, 2017 and there was scheduled call back for Feb 3, 2017 at which time we attempted to reach you and you were not able to accept the call.  The agent reaching out to you also sent you an email indicating they attempted to reach you and for further assistance all you needed to do was respond to that email.  At this time there has been no response.Depending on the version of the software you are using, it may or may not require a cloud subscription, which appears to be the reason the agent was reaching out to further assist you.If you will kindly respond to the email dated Feb 2, 2017, you can again schedule a phone call for a resolution for the matter.The Neat Company

[A default letter is provided here which indicates...

your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Hello [redacted],You can download the Neat Desktop software with this link: http://[redacted]When you install the software, the drivers for you NeatConnect scanner will also automatically be installed. To scan directly to your computer with your scanner you can see the...

following article: http://[redacted]/Please note, while a subscription to the Neat cloud service is an optional service, it is NOT required to use the desktop software. If you do not want to use it you simply need to turn off the sync feature as shown here: http://[redacted]/Neat Support

We are sorry to hear of your experience.Neat reserves the right to make changes to services provided.  Additionally, Neat has not required or forced any customer to purchase a subscription.  Customers that were previously on the legacy software can continue to do so.  However, there...

will be no further releases made to the software and is no longer supported via live agent assistance.  Neat offers a community for customers on the legacy software to seek additional assistance which is also monitored by the Neat Company to ensure that customers are provided with correct information.We do see that based on your request we have provided you with a direct download link for the legacy software on 9/1/2017 via case number [redacted].

Billing support is automated via our self-service portal.  The following automated message was provided on 8/12 after an attempt to reach us via phone:   
white;">Thank you for contacting The Neat Company, below you will find the information you requested via our automated phone system. 1.     Billing FAQ's – Learn how to get your balance, confirm your payments, and about charges from Neat.   2.     Neat's self-service portal - Request a return, cancel your cloud subscription, view your order history, get a copy of an invoice and update account information such as credit card, phone number, billing and shipping address. If you still need assistance, please visit our Contact Neat Support page and click the email us link.
Thank You
Neat Support Team
 
 
We’re able to provide our most common request such as, return request, subscription cancellation, recent order history, payment method update, contact info update, and invoice request.  A ticket can be created
for additional assistance if needed. In this instance we have not received a request of cancellation prior to your most recent charge.  We have now processed cancellation of your cloud subscription.  Please allow an
average of 3-5 days for refund processing in the amount of 137.86 (USD) to your credit card of billing.

As stated in our previous response through the Revdex.com -  we are willing to call the customer directly to provide assistance as requested. Please reply with the requested information and a customer care agent will reach out directly:"If the customer would like to reply to this complaint with a date, time, and telephone number we would be able to make contact on, we will be happy to facilitate direct assistance. Neat Customer Care is available to reach out Monday - Friday, 9:00 AM - 5:30 PM EST."

Hello [redacted],I apologize for the series of issues you had with accessing your data in Neat and with the sync feature. We have tools to try to fix issues when they occur but from the last support ticket you had open it appears you no longer wanted our support team to attempt to help you resolve the...

issues you were having.The maximum refund we can offer for Neat cloud services is a 3 month refund. Your account has been canceled so you will not receive any further charges. As far as a version of the software you can use, that latest version we have for [redacted] is Neat 5.7 which you can download here: [redacted].If you would like, we can setup another session with one our senior support representatives so that we can try to help you get access back to the data you need.Neat Support

Hello,
It appears before the Revdex.com reported the complaint to us that you were able to get in touch with customer service and cancel your account and a refund for 3 months was processed. It generally takes 5-10 business days for refunds to show up on your...

account.
Please let us know if you need any further assistance with this issue.
Neat Support

We do apologize for the extended wait
while attempting the call us to request a return.  We do our best to
automate many processes by allowing the opportunity for you to log into your
account via the self-service portal to request a return among many other self-service
options.  Please...

see the attachment for a prepaid [redacted] return label.
 An email confirmation will be sent when your return is received. Allow an
average of five days for refund processing once your return has been received.
 If you do not receive confirmation of delivery from us within five days
of mailing please track the return via [redacted].com.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  I need the company to contact me so that the issue can be resolved.  I refuse to communicate through their automated system again.  It is completely inept.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Thank You!! I'm glad you guys are there to help out....
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I did do that but the company did not specifically address the issues.
Regards,
[redacted]

We are sorry to hear that you are having technical issues with the legacy software.However, after reviewing your most recent contact with our technical support department in case [redacted], on 11/30/2017, it does appear that an agent was willing / able to assist you in resolving your reported...

issue.  The agent conducted a remote session and was able to locate your database.  The agent also informed you that users are able to continue using the legacy software at no additional cost but that there is no live technical support or further releases made to this version of the product.  Although you were on an unsupported version of the software the agent provided a remote session to the issue that you reported.

Please provide the missing details of your purchase: 
Full Name:  [redacted] font-size: medium;">Shipping Address (Non PO box)Phone numberSoftware Version (Help>About on PC Neatworks>About on [redacted])Model number (M/N):  [redacted]Serial number (S/N) of the scannerDate and location of purchase

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it...

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:You are still not clear on your main pricing page. I added an example from Microsoft. It says "annual commitment" under the monthly amount. Your page shows nothing to indicate that you are quoting monthly but actually going to charge annually. It is misleading. I don't do that on my site nor does any other provider I use.Even when I contacted you, you asked me to provide billing information. You have that information. Why would you ask the customer for that?You are the only application provider I have had this issue with. As an accountant user, I would basically be re-selling your product to my clients (but definitely not in this case).
Regards,
[redacted]

days for refund processing. You may see the attachment for confirmation of refund processing. "]" data-sheets-userformat="[null,null,2112259,[null,0],[null,2,16777215],null,null,...⇄ do apologize if you experience an extended hold while awaiting assistance from an account specialist. At this time your cloud subscription has been cancelled. Please allow 3-5 business days for refund processing. You may see the attachment for confirmation of refund processing.