Dear [redacted] , Thank you for your patience I have reviewed the history of the [redacted] subscription to your mobile numberAs of August **, the number + [redacted] has been unsubscribed and no further charges will occur beyond the corresponding billing cycleThe last billing was done August **, In addition, we have taken the liberty of blocking the number from our system to ensure that it cannot be subscribed again To review, the subscription was initiated through the following process: You, or someone with physical access to your phone, were most likely browsing the internet or using an application on your phone and saw an ad for our [redacted] ApplicationAfter clicking the ad, you were brought to a page where the terms and cost of the service were displayed explaining that [redacted] is a billed as a subscription services at $9.99/monthIn order to subscribe, you first had to click the button to initiate the subscriptionThe page then refreshed and you had to click again to confirmThe cost and terms of the service were displayed at each step of the 2-click sign up flow After completing the sign up, your phone accessed the homepage of the service and displayed a popup with instructions on how to save the app on your phoneA welcome message was also sent to your phone containing pricing and customer support informationA subscription cannot be completed without this two-step process and can only be done by someone with physical access to the phone We sent monthly renewal messages via Text Message directly to the mobile device connected with + [redacted] which included the price of service, instructions for cancellation and our toll-free customer service hotlineWe also included our toll-free number in your carrier’s billing statement every month to provide an additional notificationWe send these messages in an effort to remind our subscribers both of the nature of the service and charges, as well as to give a quick way to contact us Our care team was contacted by a customer on August ** regarding mobile number + [redacted] The name recorded on the case notes for the contact was “ [redacted] ”A refund request was opened on behalf of the customer (reference number [redacted] .) The refund request was approved for $and the refund was done in the form of a reversal to the [redacted] accountOn August **, a refund confirmation e-mail was sent to the e-mail address provided on call [redacted] to alert the customer to the status of the approved refund and to confirm the method in which the refund was doneMy apologies the e-mail notification was not received, sometimes they end in the BULK or SPAM mail folders if our e-mail address is not recognized by the customer's mail client Two billing events were refunded to the [redacted] account associated with + [redacted] using [redacted] ; Billing "API"We reversed both charges through their billing platform The billing events dated June **, and were July **, reversed on August **, (refund reference number [redacted] ) Both billing events were refunded within days of the billing date and we received a "successful" response from the billing system that both the reversals were acceptedIf a reversal is not successful, we will receive a "failed" response from the billing platform Below, I have provided for your reference the charge IDs for the reversals done from ***’s billing platform:Billing date Charge ID Date RefundedJune **, [redacted] August **, July **, [redacted] August **, In past cases where a customer contacted us as they had not seen the reversal yet, they were able to resolve the matter after speaking with [redacted] ’ billing team and providing the "charge ID" related to the refund (provided above)I would urge you to contact [redacted] ’ customer support team and share that information so that they can investigate the refund from their endPlease also keep in mind that the billing cycles between our service and your carrier are not aligned so there is sometimes a delay in the credit appearing on the invoice Regarding the remaining request for a refund, you are approved for a refund for the remaining months of subscription chargesTo confirm, this additional refund of $creates a grand total of $which covers all billings done on the accountThis refund will be issued in the form of a cheque mailed to you at the address provided on this Revdex.com caseThe refund reference for the $cheque is [redacted] The cheque will be mailed from our bank in Ontario early next weekCheques are typically received within -business weeks from the mailing dateKindly note, you will not receive an e-mail notification from our ticketing system for this refundThis response serves as the notificationIf you prefer to receive an additional notification, let me know and I will add the e-mail address to that ticket I hope the information provided regarding the refund will help to resolve your inquiry Regards, [redacted]
Dear [redacted] , Thank you for your patience I have reviewed the history of the [redacted] subscription to your mobile numberAs of August **, the number + [redacted] has been unsubscribed and no further charges will occur beyond the corresponding billing cycleThe last billing was done August **, In addition, we have taken the liberty of blocking the number from our system to ensure that it cannot be subscribed again To review, the subscription was initiated through the following process: You, or someone with physical access to your phone, were most likely browsing the internet or using an application on your phone and saw an ad for our [redacted] ApplicationAfter clicking the ad, you were brought to a page where the terms and cost of the service were displayed explaining that [redacted] is a billed as a subscription services at $9.99/monthIn order to subscribe, you first had to click the button to initiate the subscriptionThe page then refreshed and you had to click again to confirmThe cost and terms of the service were displayed at each step of the 2-click sign up flow After completing the sign up, your phone accessed the homepage of the service and displayed a popup with instructions on how to save the app on your phoneA welcome message was also sent to your phone containing pricing and customer support informationA subscription cannot be completed without this two-step process and can only be done by someone with physical access to the phone We sent monthly renewal messages via Text Message directly to the mobile device connected with + [redacted] which included the price of service, instructions for cancellation and our toll-free customer service hotlineWe also included our toll-free number in your carrier’s billing statement every month to provide an additional notificationWe send these messages in an effort to remind our subscribers both of the nature of the service and charges, as well as to give a quick way to contact us Our care team was contacted by a customer on August ** regarding mobile number + [redacted] The name recorded on the case notes for the contact was “ [redacted] ”A refund request was opened on behalf of the customer (reference number [redacted] .) The refund request was approved for $and the refund was done in the form of a reversal to the [redacted] accountOn August **, a refund confirmation e-mail was sent to the e-mail address provided on call [redacted] to alert the customer to the status of the approved refund and to confirm the method in which the refund was doneMy apologies the e-mail notification was not received, sometimes they end in the BULK or SPAM mail folders if our e-mail address is not recognized by the customer's mail client Two billing events were refunded to the [redacted] account associated with + [redacted] using [redacted] ; Billing "API"We reversed both charges through their billing platform The billing events dated June **, and were July **, reversed on August **, (refund reference number [redacted] ) Both billing events were refunded within days of the billing date and we received a "successful" response from the billing system that both the reversals were acceptedIf a reversal is not successful, we will receive a "failed" response from the billing platform Below, I have provided for your reference the charge IDs for the reversals done from ***’s billing platform:Billing date Charge ID Date RefundedJune **, [redacted] August **, July **, [redacted] August **, In past cases where a customer contacted us as they had not seen the reversal yet, they were able to resolve the matter after speaking with [redacted] ’ billing team and providing the "charge ID" related to the refund (provided above)I would urge you to contact [redacted] ’ customer support team and share that information so that they can investigate the refund from their endPlease also keep in mind that the billing cycles between our service and your carrier are not aligned so there is sometimes a delay in the credit appearing on the invoice Regarding the remaining request for a refund, you are approved for a refund for the remaining months of subscription chargesTo confirm, this additional refund of $creates a grand total of $which covers all billings done on the accountThis refund will be issued in the form of a cheque mailed to you at the address provided on this Revdex.com caseThe refund reference for the $cheque is [redacted] The cheque will be mailed from our bank in Ontario early next weekCheques are typically received within -business weeks from the mailing dateKindly note, you will not receive an e-mail notification from our ticketing system for this refundThis response serves as the notificationIf you prefer to receive an additional notification, let me know and I will add the e-mail address to that ticket I hope the information provided regarding the refund will help to resolve your inquiry Regards, [redacted]