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Vidangel, Inc.

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Reviews Vidangel, Inc.

Vidangel, Inc. Reviews (9)

Revdex.com,*** originally reached out to us on September 4th and requested to cancel her subscription to our serviceSince she contacted us from an email address that was different from the one she subscribed with, we asked for her account email addressWe didn't hear back from *** until
November 30th. When *** contacted us on November 30th, her account was cancelled and the most recent subscription charge was refundedSince we hadn't heard back from her in nearly three months, the agent who responded to her ticket held up our "no-refund" policy for the previous charges. After reviewing the emails that were sent, I have issued a refund for the additional monthsA total of $will be refunded to ***'s credit card within the next 5-days (once the credit card company has had time to process the refund). Thank you, Brad R***

Hi ***,You must not be receiving our support messagesHave you checked your spam folder? Our system only allows us to refund to the card that you used to purchase the initial creditIs it possible to contact your bank to see where that refund has gone? It has clearly left our system and the
option to refund you is not available for your $because it went to the original cardSee attachment screen shot from StripeIf you can't get your support messages then we can continue to help you here as soon as you hear back from your bank.We have also contacted stripe and explained the situation to see if there is a way on their end to transfer the refund to 2350Sorry for the troubleThanks for helping us track down the issue.VidAngel

This customer's refund has been hung up in limboTypically, refunds to original payment methods will go smoothly -- for the case of this customer, we will fast track a paper check for their refundWe have reached back out to them via email and are coordinating the sending of the checkWe will
also revisit our policy for refunding older original charges (like this one) to see if we can avoid delayed refund situations like this one

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

To Whom it May Concern,Providing great service is very important to us. We take great care to make sure our customers understand how to use our service and avoid potential confusion.  This customer did not read our posted no-refunds policy for prepaid credits purchases. I have attached the...

policy as it is currently posted on our credit purchase page. The terms are clearly stated and placed prominently on the page.  This is not a case of dishonesty as the customer has asserted, but a simple misunderstanding on his part. In response to this complaint we have taken measures to make this policy even more clear. Notices of the non-refundable credit will now be placed on three separate screens before our customers will be able to complete their final purchase. We have also issued a courtesy refund to this customer ([redacted]) of his remaining purchased balance. Thank you. Please let us know if you have any further questions or concerns.

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 am now getting these messages. It looks like the card was a prepaid visa card that I had on file. The refund went to that card, and I no longer have the card. But thanks anyways.
Sincerely,
[redacted]

Hi [redacted], Thank you for contacting us. Here is our response: The customer submitted a request on 1/26/2017 to have their credit deposit refunded. When they did so, two things happened:1. A box appeared letting the customer know their refund request was successfully submitted and that...

refunds can take 7-10 days for credit card companies to process. 2. An automatic response was sent from us to the customer letting them know the current situation with our company and asking them to CONFIRM their decision to have their credit deposit refunded.  The customer did not respond to the request to confirm their refund request. Instead they created a new refund request on 2/13/2017 which generated another automatic reply. Since this new request generated a brand new service ticket we were unable to link the second request as confirmation of the first request. We have since contacted the customer and notified them that their credit refund has been processed.  As a further measure, to ensure this does not happen to future customers, we have also clarified the Refund Request Confirmation Box wording to direct customers to their inbox for a message from our customer support team.

Due to updates on our site, cancellation and refunds requests were not automated. We have apologized for the inconvenience and contacted the customer to inform them that we have processed their cancellation and refunds requests.  We are also working on finishing updates to our site to make...

this process more simple going forward.

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