Complaint: [redacted] I am rejecting this response because: Since I called this organization within the first week of purchasing their product to cancel auto-renewal, I believe all of these charges to be fraudulent While I appreciate their response and offer, it is fundamentally unacceptable on principle I will continue to pursue all of my options with my credit card provider, the Utah State Office of Consumer Affairs and potentially legal until full resolution is granted Sincerely, Dan Nicastro
In an effort to satisfy and please the customer, we have offered a refund for months of the membership fees This is well above and beyond our usual refund policy We are trying to go above and beyond to show our understanding and find a resolution, even if we feel it isn't the fairest compromise Here is our most recent response to ***: ***,Thanks again for your reply. If we were really worried about fighting this dispute to the end, we'd ask for proof that the phone call was actually made, show you our legal terms and conditions, etcetcetc. We are very confident Mastercard and any legal situation would side with us once we reply to the dispute with our side of the story, but that isn't here nor there at this point. We'd like to leave this situation on good terms if possible as we always strive to take great care of our customerseven if they are customers that are moving on from our services.In the interest of saving extensive amounts of time for both of us, we would be willing to issue a refund for months as you suggested in your last email. Of course this is way outside of our refund policy, but to show good faith we'd be willing to do this as a one-time gesture for youI hope you find this satisfactory and fair. We'd also appreciate if you shared this feedback with the Revdex.com and updated your complaint with them as we have thousands of happy and satisfied customers and we value our reputation. Yours is a situation that we've honestly never seen before and we think we are being more then fair in trying to find a resolution.Please confirm that this offer will bring a resolution to this situation. Also please note that refunds can take 3-business days to process and until you see the credit on your end.Thanks again,
Complaint: [redacted]
I am rejecting this response because: Since I called this organization within the first week of purchasing their product to cancel auto-renewal, I believe all of these charges to be fraudulent. While I appreciate their response and offer, it is fundamentally unacceptable on principle. I will continue to pursue all of my options with my credit card provider, the Utah State Office of Consumer Affairs and potentially legal until full resolution is granted.
Sincerely,
Dan Nicastro
We have been in contact with this customer and have tried to resolve this situation. Here was our recent response to [redacted]:I'm very sorry for this situation. I know it is frustrating. With us not having any documentation of your attempt to cancel (we document every call and email on...
your customer record) it would be impossible for us to credit you all the way back to January. Just like a cell phone or satellite TV service, the service is running in the back ground whether or not you are using the daily emailed updates and the membership site. We have no way of knowing if you are opening and using the valuable information in our emailed updates that were coming to you daily.We know you aren't trying to take advantage of our company, but we also need to have safeguards so people don't use our services for months at a time and then just ask to be refunded for time and services they've used during that time.We'd be happy to issue a refund for the last 3 months which is the very most we would be allowed to do. Hopefully you can find that reasonable and fair to both sides. I'm sorry again for this and wish there was another solution. And of course, we've cancelled you from the service and no other future charges will occur.Thanks for your understanding. Hopefully that sheds some light on the situation. We do feel we are being more then fair in this situation. We feel bad [redacted] was upset enough to contact the Revdex.com even though we are trying to resolve the situation directly. Thanks! - Traders Edge Crew
Complaint: [redacted] I am rejecting this response because: Since I called this organization within the first week of purchasing their product to cancel auto-renewal, I believe all of these charges to be fraudulent While I appreciate their response and offer, it is fundamentally unacceptable on principle I will continue to pursue all of my options with my credit card provider, the Utah State Office of Consumer Affairs and potentially legal until full resolution is granted Sincerely, Dan Nicastro
In an effort to satisfy and please the customer, we have offered a refund for months of the membership fees This is well above and beyond our usual refund policy We are trying to go above and beyond to show our understanding and find a resolution, even if we feel it isn't the fairest compromise Here is our most recent response to ***: ***,Thanks again for your reply. If we were really worried about fighting this dispute to the end, we'd ask for proof that the phone call was actually made, show you our legal terms and conditions, etcetcetc. We are very confident Mastercard and any legal situation would side with us once we reply to the dispute with our side of the story, but that isn't here nor there at this point. We'd like to leave this situation on good terms if possible as we always strive to take great care of our customerseven if they are customers that are moving on from our services.In the interest of saving extensive amounts of time for both of us, we would be willing to issue a refund for months as you suggested in your last email. Of course this is way outside of our refund policy, but to show good faith we'd be willing to do this as a one-time gesture for youI hope you find this satisfactory and fair. We'd also appreciate if you shared this feedback with the Revdex.com and updated your complaint with them as we have thousands of happy and satisfied customers and we value our reputation. Yours is a situation that we've honestly never seen before and we think we are being more then fair in trying to find a resolution.Please confirm that this offer will bring a resolution to this situation. Also please note that refunds can take 3-business days to process and until you see the credit on your end.Thanks again,
Complaint: [redacted]
I am rejecting this response because: Since I called this organization within the first week of purchasing their product to cancel auto-renewal, I believe all of these charges to be fraudulent. While I appreciate their response and offer, it is fundamentally unacceptable on principle. I will continue to pursue all of my options with my credit card provider, the Utah State Office of Consumer Affairs and potentially legal until full resolution is granted.
Sincerely,
Dan Nicastro
We have been in contact with this customer and have tried to resolve this situation. Here was our recent response to [redacted]:I'm very sorry for this situation. I know it is frustrating. With us not having any documentation of your attempt to cancel (we document every call and email on...
your customer record) it would be impossible for us to credit you all the way back to January. Just like a cell phone or satellite TV service, the service is running in the back ground whether or not you are using the daily emailed updates and the membership site. We have no way of knowing if you are opening and using the valuable information in our emailed updates that were coming to you daily.We know you aren't trying to take advantage of our company, but we also need to have safeguards so people don't use our services for months at a time and then just ask to be refunded for time and services they've used during that time.We'd be happy to issue a refund for the last 3 months which is the very most we would be allowed to do. Hopefully you can find that reasonable and fair to both sides. I'm sorry again for this and wish there was another solution. And of course, we've cancelled you from the service and no other future charges will occur.Thanks for your understanding. Hopefully that sheds some light on the situation. We do feel we are being more then fair in this situation. We feel bad [redacted] was upset enough to contact the Revdex.com even though we are trying to resolve the situation directly. Thanks! - Traders Edge Crew