Trimble Outdoors

I have processed the refunds and also reached out to [redacted] directly to cancel the subscription and copied the customer (see below) Unfortunately we do not have full access to a customers [redacted] account and I am unsure why the customer is unable to cancel their subscription - we have never had this happen before I will provide updates as soon as I hear back from [redacted] I have canceled out (xxx) any personal identifying information per Revdex.com response guidelines***Sent: Tuesday, February 18, 12:PMTo: ' [redacted] 'Cc: ' [redacted] '; ' [redacted] 'Subject: RE: Transaction ID: [redacted] Importance: High [redacted] Support,Customer [redacted] (email address: [redacted] ) reached out to Trimble Outdoors on January 2, 7:am to cancel the monthly Trimble Outdoors Elite subscription We informed the customer wedo not have full access to a user’s [redacted] account information and provided the below steps to cancel the recurring subscription:Here’s how to cancel a subscription or recurring payment through [redacted] : Log in to your [redacted] accountClick Profile near the top of the pageSelect My moneyIn the My preapproved payments section, click UpdateSelect the merchant whose agreement you want to cancel and click CancelClick 'Cancel Profile’ to confirm your request[redacted] was unable to successfully access her [redacted] account to cancel the subscription and contacted [redacted] directly and was provided the following steps to cancel: To change or cancel your agreement with [redacted] Limited, log in to your [redacted] account, go to your Profile, and click My moneyUpdate your agreement in the "My preapproved payments" section.Are [redacted] customer service agents unable to cancel the subscriptions directly for the customer who verifies their personal account information? Since [redacted] does not have full access to a customer’s [redacted] account information and [redacted] along with [redacted] support is unable to cancel the subscription she has now contacted the Revdex.com and filed an official complaint against [redacted] [Revdex.com # [redacted] ].I need to have the [redacted] Elite subscription canceled immediately for [redacted] customer [redacted] ***, email address: [redacted] – can this be done through [redacted] support or do I need to reach out to anotherdepartment?Thank you for your assistance [redacted] *** Customer Support/QA Manager| [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Though the action is now resolved, it must be noted that it was only after my SECOND complaint that I received notification of cancellation of my account directly from Trimble OutdoorsAlso to be noted is that my central complaint was that Trimble Outdoors claims that they cannot deactivate accounts and that *** must do itThis is unacceptableThe company should be able to handle their customers' requests, especially where money is concernedI do not accept the stated justificationIn fact, I am appalled that Trimble Outdoors did not accept responsibility but continually blamed *** and myself
Regards,
*** ***

*** holds tight security over their customer accounts and will not disclose account details I had provided customer with exact steps to canceling subscriptions through *** which is very simple, easy process to manage your *** account along with processing a refund:
Here’s how to cancel a subscription or recurring payment through ***:
Log in to your *** account
Click Profile near the top of the page
Select My money
In the My preapproved payments section, click Update
Select the merchant whose agreement you want to cancel and click Cancel
Click 'Cancel Profile’ to confirm your request
Unfortunately the customer did not have the correct *** account security information and was unable to cancel online Also, when customer contacted *** support directly, *** was not able to assist the customer without the proper account credentials to access the account the subscription was purchased through According to *** once a dispute is opened through *** support the subscription is automatically canceled and customer will not incur further monthly charges for the subscription; however, without the proper account credentials they were not able to cancel the subscription Once I placed a formal complaint with *** stating the customer did not have access to their *** account along with referencing the Revdex.com complaint number *** was able to assist me in canceling the subscription *** assured me if the customer had contacted them immediately online or via the phone with the proper account/subscription details this would have been avoided
We have refunded the customer’s $subscription, canceled the recurring subscription and customer stated in the last correspondence “the action is now resolved”

I have processed the refunds and also reached out to [redacted] directly to cancel the subscription and copied the customer (see below).  Unfortunately we do not have full access to a customers [redacted] account and I am unsure why the customer is unable to cancel their subscription - we have never...

had this happen before.  I will provide updates as soon as I hear back from [redacted].  I have canceled out (xxx) any personal identifying information per Revdex.com response guidelines. [redacted]Sent: Tuesday, February 18, 2014 12:38 PMTo: '[redacted]'Cc: '[redacted]'; '[redacted]'Subject: RE: Transaction ID: [redacted] Importance: High [redacted] Support,Customer [redacted] (email address: [redacted]) reached out to Trimble Outdoors on January 2, 2014 7:50 am to cancel the monthly Trimble Outdoors Elite subscription.  We informed the customer wedo not have full access to a user’s [redacted] account information and provided the below steps to cancel the recurring subscription:Here’s how to cancel a subscription or recurring payment through [redacted]: Log in to your [redacted] account. Click Profile near the top of the page. Select My money. In the My preapproved payments section, click Update. Select the merchant whose agreement you want to cancel and click Cancel. Click 'Cancel Profile’ to confirm your request.[redacted] was unable to successfully access her [redacted] account to cancel the subscription and contacted [redacted] directly and was provided the following steps to cancel:     To change or cancel your agreement with [redacted] Limited, log in to your [redacted] account, go to your Profile, and click My money. Update your agreement in the "My preapproved payments" section.Are [redacted] customer service agents unable to cancel the subscriptions directly for the customer who verifies their personal account information? Since [redacted] does not have full access to a customer’s [redacted] account information and [redacted] along with [redacted] support is unable to cancel the subscription she has now contacted the Revdex.com and filed an official complaint against [redacted] [Revdex.com #[redacted]].I need to have the [redacted] Elite subscription canceled immediately for [redacted] customer [redacted], email address: [redacted]– can this be done through [redacted] support or do I need to reach out to anotherdepartment?Thank you for your assistance. [redacted] Customer Support/QA Manager| [redacted]

Good day,I am unsure why the customer has stated Revdex.com had handled it - from the correspondence supplied this customer only needed to contact [redacted] and open a dispute or log into the correct [redacted] account.  Once the dispute had been opened the auto recurring subscription would be...

canceled instantly.  If they had logged into the correct [redacted] account they could cancel the subscription instantly also.  For security reasons [redacted] does not provide us full access to a customers account.After several hours of escalating this issue through [redacted] the agent confirmed [redacted] did not receive any disputes from this customer.  [redacted] felt this customer may have contacted them with a different [redacted] account - this particular account is associated with the @[redacted] address, not the @[redacted] address.  I had informed the customer multiple times which email account they used through [redacted] when they subscribed to the service so I am unsure how this error could happen.  I informed [redacted] the customer does not have access to their @[redacted] email and unable to login to their online [redacted] account.  [redacted] tried to conference the customer on the phone with support to verify their account information and approve canceling the subscription.  They could not reach the customer; however  [redacted] did cancel the auto recurring subscription.Once again - if the customer could have accessed their online [redacted] account or opened a dispute through [redacted] the recurring subscription could have been canceled immediately.  It is a very easy process and this is the first customer who has contacted us unable to cancel their subscription and no longer able to access their [redacted] account which was used to purchase the subscription.I have processed a $2.99 refund for the March auto renewal.[redacted] support may also reach out to the customer directly to assist them gaining access to their @[redacted] account.  Best Regards,[redacted]Trimble Outdoors Support

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Though the action is now resolved, it must be noted that it was only after my SECOND complaint that I received notification of cancellation of my account directly from Trimble Outdoors. Also to be noted is that my central complaint was that Trimble Outdoors claims that they cannot deactivate accounts and that [redacted] must do it. This is unacceptable. The company should be able to handle their customers' requests, especially where money is concerned. I do not accept the stated justification. In fact, I am appalled that Trimble Outdoors did not accept responsibility but continually blamed [redacted] and myself.

Regards,

I have processed the refunds and also reached out to [redacted] directly to cancel the subscription and copied the customer (see below).  Unfortunately we do not have full access to a customers [redacted] account and I am unsure why the customer is unable to cancel their subscription - we have never...

had this happen before.  I will provide updates as soon as I hear back from [redacted].  I have canceled out (xxx) any personal identifying information per Revdex.com response guidelines. [redacted]Sent: Tuesday, February 18, 2014 12:38 PMTo: '[redacted]'Cc: '[redacted]'; '[redacted]'Subject: RE: Transaction ID: [redacted] Importance: High [redacted] Support,Customer [redacted] (email address: [redacted]) reached out to Trimble Outdoors on January 2, 2014 7:50 am to cancel the monthly Trimble Outdoors Elite subscription.  We informed the customer wedo not have full access to a user’s [redacted] account information and provided the below steps to cancel the recurring subscription:Here’s how to cancel a subscription or recurring payment through [redacted]: Log in to your [redacted] account. Click Profile near the top of the page. Select My money. In the My preapproved payments section, click Update. Select the merchant whose agreement you want to cancel and click Cancel. Click 'Cancel Profile’ to confirm your request.[redacted] was unable to successfully access her [redacted] account to cancel the subscription and contacted [redacted] directly and was provided the following steps to cancel:     To change or cancel your agreement with [redacted] Limited, log in to your [redacted] account, go to your Profile, and click My money. Update your agreement in the "My preapproved payments" section.Are [redacted] customer service agents unable to cancel the subscriptions directly for the customer who verifies their personal account information? Since [redacted] does not have full access to a customer’s [redacted] account information and [redacted] along with [redacted] support is unable to cancel the subscription she has now contacted the Revdex.com and filed an official complaint against [redacted] [Revdex.com #[redacted]].I need to have the [redacted] Elite subscription canceled immediately for [redacted] customer [redacted], email address: [redacted]– can this be done through [redacted] support or do I need to reach out to anotherdepartment?Thank you for your assistance. [redacted] Customer Support/QA Manager| [redacted]

Good day,I am unsure why the customer has stated Revdex.com had handled it - from the correspondence supplied this customer only needed to contact [redacted] and open a dispute or log into the correct [redacted] account.  Once the dispute had been opened the auto recurring subscription would be...

canceled instantly.  If they had logged into the correct [redacted] account they could cancel the subscription instantly also.  For security reasons [redacted] does not provide us full access to a customers account.After several hours of escalating this issue through [redacted] the agent confirmed [redacted] did not receive any disputes from this customer.  [redacted] felt this customer may have contacted them with a different [redacted] account - this particular account is associated with the @[redacted] address, not the @[redacted] address.  I had informed the customer multiple times which email account they used through [redacted] when they subscribed to the service so I am unsure how this error could happen.  I informed [redacted] the customer does not have access to their @[redacted] email and unable to login to their online [redacted] account.  [redacted] tried to conference the customer on the phone with support to verify their account information and approve canceling the subscription.  They could not reach the customer; however  [redacted] did cancel the auto recurring subscription.Once again - if the customer could have accessed their online [redacted] account or opened a dispute through [redacted] the recurring subscription could have been canceled immediately.  It is a very easy process and this is the first customer who has contacted us unable to cancel their subscription and no longer able to access their [redacted] account which was used to purchase the subscription.I have processed a $2.99 refund for the March auto renewal.[redacted] support may also reach out to the customer directly to assist them gaining access to their @[redacted] account.  Best Regards,[redacted]Trimble Outdoors Support

[redacted] holds tight security over their customer accounts and will not disclose account details.  I had provided customer with exact steps to canceling subscriptions through [redacted] which is very simple, easy process to manage your [redacted] account along with processing a refund:

 

Here’s how to cancel a subscription or recurring payment through [redacted]:

1.      Log in to your [redacted] account.

2.      Click Profile near the top of the page.

3.      Select My money.

4.      In the My preapproved payments section, click Update.

5.      Select the merchant whose agreement you want to cancel and click Cancel.

6.      Click 'Cancel Profile’ to confirm your request.

 

 

Unfortunately the customer did not have the correct [redacted] account security information and was unable to cancel online.  Also, when customer contacted [redacted] support directly, [redacted] was not able to assist the customer without the proper account credentials to access the account the subscription was purchased through.  According to [redacted] once a dispute is opened through [redacted] support the subscription is automatically canceled and customer will not incur further monthly charges for the subscription; however, without the proper account credentials they were not able to cancel the subscription.  Once I placed a formal complaint with [redacted] stating the customer did not have access to their [redacted] account along with referencing the Revdex.com complaint number [redacted] was able to assist me in canceling the subscription.  [redacted] assured me if the customer had contacted them immediately online or via the phone with the proper account/subscription details this would have been avoided.

 

We have refunded the customer’s $2.99 subscription, canceled the recurring subscription and customer stated in the last correspondence “the action is now resolved”.