Will-Do Furnace & Chimney Cleaning Inc

Dear ***,
Thank you for your patience
Per your request, I have reviewed the history of the iFortune Canada
subscription
associated with mobile number +***As of 2/**/the
aforementioned mobile number has been unsubscribed and no further charges will
occur beyond the corresponding billing cycleThe last billing was done on 2/**/
and no further charges will be processedIn 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 iFortune
CA ApplicationAfter clicking the ad, you were brought to a page where the
terms and cost of the service were displayed explaining that iFortune CA 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
As a courtesy, we sent monthly renewal messages via Text Message directly to the
mobile device connected with +*** which included the price of service,
instructions for cancellation and our toll-free customer service hotlineWe
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
Per our subscriber agreement:FEES AND PAYMENT; iFortune reserves
the right to honor refunds at our own discretionWe will only honor purchases
made within the past calendar yearAll billing is through your wireless
carrier and you agree to pay your wireless carrier (or authorize your wireless
or mobile carrier to deduct from your pre-paid wireless carrier account) the
monthly subscription fee at the rates in effect for your Subscription Services
We reserve the right to change our subscription fee upon notice to you as
described belowIf you don’t pay the monthly fee or your carrier does not make
payment to us, you will no longer be considered a Subscriber in good standing
and we have the right, without notice, to suspend, cancel or terminate your
subscription and your right to use our Subscription ServicesAll fees are due
and payable within days of the date of your wireless carrier billThe fees,
charges and payments described in this Subscription Agreement, do not include
taxes and charges for third party services for which you are solely
responsible
When you called in and spoke with our customer support staff on 2/**/2014, your
refund request was recordedAs a token of goodwill, your refund has been
approved for $which accounts for months of subscription at $per
monthThis refund was sent in the form a cheque
For your reference, I am providing the reference information for the approved
refund which was sent in the form of a cheque.CHEQUE #
*** *** ** ***
*** *** ***
*** *** ***
*** *** *** ***
The cheque has been mailed via Canada Post to the following address which you
provided:
*** **
* *** **
*** *** ** *** ***
I hope this helps to clarify the steps that have been taken to resolve your
case
Best Regards,
*** ***
*** *** ***
iFortune Canada

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 and the matter has been resolved
However, I would like to comment on the fact that the text messages for consent to their suscription services were not approved by me or anyone else using the ###-###-#### phone numberWe would not have responded with a "YES" to such a sucription and believe that if that were the case, we were deceived in a matter that would allow the suscription to continue without our knowledgeI would like for the Revdex.com to look into this furhter to see if these so called Text messages were sent in a proper way and whether the so called "multi-step" approval process did indeed occur by the user of the phone
Thank you for your efforts into this and i'm glad that this has been resolved and hopefully put this behind us all and not have to deal with this sort of issue again
Sincerely,
*** ***

Dear *** ***,Thank you for your patienceWe have reviewed the history of the Motime subscription to the mobile number +***.As of December **, the number +*** wasunsubscribed from the serviceThe last billing was done on December **,
2014and no further charges were processed beyond that dateIn addition, the numberwas blocked from our system to ensure that it cannot be subscribed again.To review, the subscription was initiated through the following process:Step 1: Someone with physical access to the phone was most likely browsing theinternet when they clicked on a link advertising our serviceOn that page, theperson with physical access to the phone entered the phone number +***,and clicked a Confirm button to be sent a unique PINOn the same page thatcontained the Confirm button, the terms and conditions of the service weredisplayed (***.) Motime is a paid monthly subscription service which offers ringtones,wallpapers and gamesThe service is billed to the phone bill in the amount of$10.00/month message and data rates may apply.Step 2: The person with physical access to the phone was then sent a textmessage from our serviceThe message was sent to the mobile device linked to +***and it contained a unique passwordThis password was sent only to the devicelinked to +***Only by entering the unique password back on to our website,was the subscription initiatedA subscription cannot begin without this double oprocess described above.After this process is completed, Motime sent a text message to the mobiledevice linked to +***That message contained the cost of the service,our toll-free number, as well as opt-out informationEvery month for theduration of the subscription a description of the service, its cost, and our customercare center’s toll-free number was included in the carrier’s billing statement.Our call centerwas contacted on December **, regarding a cancellation and refund request forthe Motime subscription linked to +***The reference number for thecall and refund request was ***The representative escalated the refundrequest to our billing departmentAs we are a third-party service, we issueall refunds in the form of a chequeWe are unable to do reversals to mobileaccounts for this serviceIn order to initiate the refund process, a mailingaddress is requiredAs there was no mailing address available on the refundrequest, on December **, we sent a message to the e-mail address shared onthe call (***.) In ourmessage, we advised that a mailing address was required in order to proceedwith processing the refundWe did not receive any response to the request fora refund, so no refund was processed as it is not possible to mail a cheque without a mailing address.As a mailing address has been provided in this Revdex.com case, we will proceed with processing arefund for months (monthly subscription fee of $+ the $transport feeapplied by ***.) That is a grand total of $You will receive anadditional refund notification early next week to signal that the cheque hasbeen processed with our bankCheques are typically received within 1-2business weeks from the process dateHowever, as our bank is also located inOntario, it’s likely you will receive it much sooner than that.Regards,*** ***
*** *** ***North America

Dear ***,
Thank you for your patience
Per your request, I have reviewed the history of the iFortune Canada
subscription
associated with mobile number ***As of 2/**/the
aforementioned mobile number has been unsubscribed and no further charges will
occur beyond the corresponding billing cycleThe last billing was done on 2/**/
and no further charges will be processedIn 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 iFortune
CA ApplicationAfter clicking the ad, you were brought to a page where the
terms and cost of the service were displayed explaining that iFortune CA 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
As a courtesy, we sent monthly renewal messages via Text Message directly to the
mobile device connected with *** which included the price of service,
instructions for cancellation and our toll-free customer service hotlineWe
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
Per our subscriber agreement:
FEES AND PAYMENT; IFortune reserves the right to honor refunds at our own
discretionWe will only honor purchases made within the past calendar year
All billing is through your wireless carrier and you agree to pay your wireless
carrier (or authorize your wireless or mobile carrier to deduct from your
pre-paid wireless carrier account) the monthly subscription fee at the rates in
effect for your Subscription ServicesWe reserve the right to change our
subscription fee upon notice to you as described belowIf you don’t pay the
monthly fee or your carrier does not make payment to us, you will no longer be
considered a Subscriber in good standing and we have the right, without notice,
to suspend, cancel or terminate your subscription and your right to use our
Subscription ServicesAll fees are due and payable within days of the date
of your wireless carrier billThe fees, charges and payments described in this
Subscription Agreement, do not include taxes and charges for third party
services for which you are solely responsible
When you called in and spoke with our customer support staff on 2/**/2014, your
refund request was recordedAs a token of goodwill, your refund has been
approved for $which accounts for months of subscription at $per
monthThis refund has now been sent in the form a cheque
For your reference, I am providing the reference information for the approved
refund which was sent in the form of a cheque.CHEQUE #
Refund Reference #: ***
Refund Amount: $
Cheque Number: ***
Cheque Creation Date: 3/*/
The cheque has been mailed via Canada Post to the following address which you
provided:*** ***
* * *** *** ** **
*** *** ** *** ***
I hope this helps to clarify the steps that have been taken to resolve your
case
Best Regards,
*** ***
*** *** ***
iFortune Canada

Dear [redacted]
line-height: 115%; font-family: Arial, sans-serif;">,
Thank you for your patience.
I have reviewed the history of the [redacted] subscription to your mobile number. As of August **,
2014  the number + [redacted] has been unsubscribed and no further charges will occur
beyond the corresponding billing cycle. The last billing was done August **,
2014. 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] Application. After
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/month. In order to subscribe, you first
had to click the button to initiate the subscription. The page then refreshed
and you had to click again to confirm. The 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 phone. A
welcome message was also sent to your phone containing pricing and customer
support information. A 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 hotline. We also included our toll-free number in your carrier’s
billing statement every month to provide an additional notification. We 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 $19.98 and the
refund was done in the form of a reversal to the [redacted] account. On 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 done. My 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 **, 2014  and were July **, 2014 reversed on August **,
2014 (refund reference number [redacted]) Both billing events were refunded within
90 days of the billing date and we received a "successful" response
from the billing system that both the reversals were accepted. If 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 [redacted]’s billing platform:Billing date      Charge ID                                         ...⇄             Date RefundedJune **, 2014    [redacted]                       August **, 2014
July **, 2014     [redacted]                         August **, 2014
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 end. Please 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 2 months
of subscription charges. To confirm, this additional refund of $19.98 creates a grand total of $39.96 which covers all billings done on the account. This refund will be issued in the form of a cheque
mailed to you at the address  provided on
this Revdex.com case. The refund reference for the $19.98 cheque is [redacted]. The cheque
will be mailed from our bank in Ontario early next week. Cheques are typically
received within 1 -2 business weeks from the mailing date. Kindly note, you
will not receive an e-mail notification from our ticketing system for this
refund. This response serves as the notification. If 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]
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have never received ANY FORM of reimbursement from your company. I NEVER signed up for your service in the first place. I never agreed to continue to be charged by your company every month on the [redacted] or on any other day of any month EVER. You don't seem to understand what I am telling you. I NEVER EVER wanted you to take my money in any way, shape or form from me and I NEVER WILL. So for the love of all that's good and holy, stop stealing my money!!!!! You lied to me when you told me the service was cancelled. You lied to me when you told me I signed up for this service in the first place and you continue to lie to me now.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted],
 
Thank you for your patience. I would like to take a moment to address the concerns you have outlined in your complaint.
Regarding the subscription to [redacted] linked to mobile
number [redacted]:
1.     The subscription to [redacted] linked to [redacted] wassubscribed on May **, 2014.
 
2.     In order to successfully subscribe to [redacted]; you or someone with physical access to the phone were most likely browsing the internet or using an application on your phone and saw an ad for our [redacted] Application. After clicking the advertisement, the person with physical access to the phone was brought to a page. On that page, the terms and cost of the service were displayed explaining that [redacted] is a billed as a subscription services at $9.99/month. In order to subscribe, the person with physical access to the phone first had to click the button to initiate the subscription. The page then refreshed, and the person with physical access to the phone had to click again to confirm. The cost and terms of the service were displayed at each step of the 2-click sign up flow. After completing the sign-up to the service, a welcome message was sent to the phone containing pricing and customer support information. A subscription cannot be completed without this two-step process and can only be done by someone with physical access to the phone.
 
3.     [redacted] is a monthly subscription service. Reminder text messages were sent to [redacted] on the following billing renewal dates: June **, 2014, July **, 2014, & August **, 2014. These messages serve as a reminder of the monthly $9.99 subscription fee; they also include information about the service, how to contact customer support, and how to cancel.
4.     The subscription to [redacted] linked to [redacted] was cancelled and blocked from our database on August **, 2014.
During the Duration of the subscription, a total of four billings in the amount of $9.99 each were done on the following dates:
1.    May **, 2014
2.    June **, 2014
3.    July **, 2014
4.    August **, 2014
August **, 2014 was the final billing. The subscription [redacted] linked to [redacted] was cancelled and blocked from our database on August **, 2014. No further billings were done beyond that date. The billing cycles between our service and your carrier are not aligned. It is very likely you are seeing the final billing from August **, 2014 on your most recent invoice from [redacted]. Please review the date on your invoice to confirm.
If you are seeing charges from our service to [redacted] where the date of the charge is after August **, 2014.
Please provide a scan of the detailed billing as it appears on your [redacted] invoice. Be sure to include:
1.     The Date of the billing
2.     The full description of the content provider
3.     The amount of the charge.
[redacted] includes this detailed information for all third-party content providers on its billing statements.
If [redacted] is linked to any other numbers in a family or business plan, please include the following information in your reply:
•    The 10 digit mobile numbers listed in the
family or business plan
If your carrier has recently given you a loaner or temporary phone on your account, please include the following information in your reply:
•    The 10 digit mobile number of the loaner/temporary line
In order to assist you with the matter of the alleged additional billings originating from our service to [redacted], please respond with the requested the information so that I may further investigate. Per our privacy policy, this information will only be used to investigate your complaint. We cannot investigate this aspect of the complaint any further without the requested documentation. As previously stated, we do not see any billings done from [redacted] to [redacted] after the final billing on August **, 2014. We also do not have any other record of [redacted] in our database other than the [redacted] subscription.
Regarding the refunds issued for the [redacted] subscription linked to mobile number [redacted]. The refund was done in two parts:
Part 1 – Reversals to
[redacted] account
On August **, 2014, the billing events dated June **, 2014 and July **, 2014 were reversed using [redacted]’ billing platform. [redacted]’ billing platform allows us to reverse billing events done in the past 90 days directly back to the customer’s wireless account. On August **, 2014, after refunding the two events, we received a
"successful" response from [redacted]’ billing system that both the reversals were accepted by [redacted] and that they would be applied back to [redacted]. If 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 [redacted]’s billing platform:
 
Billing date: June **,
2014           
[redacted]’ Refund Charge
ID: [redacted]               
Date Refunded August **,
2014
 
Billing date: July **,
2014
[redacted]’ Refund Charge
ID: [redacted]
Date Refunded: August
**, 2014
A refund confirmation was sent to [redacted] on August **, 2014 regarding the total reversal in the amount of $**.98 done to the wireless account. The refund reference # was [redacted].
The billing cycles between our service and your carrier are not aligned, depending on the date range of your billing cycle, you may not see a record of the two reversals until your next invoice. Please review the dates on your invoices to confirm. Due to this difference between billing cycles, customers have contacted us in the past stating 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 end.
Part Two – Cheque Refund
As communicated in the message sent through the Revdex.com on September **, 2014: the remaining two billings of $**.98 were approved for a refund. The refund would be issued in the form a cheque mailed to the address provided in the Revdex.com case.
Refund Amount: $**.98
Cheque Number: [redacted]
Mailing Address: 
[redacted]    
[redacted]   
[redacted]   
[redacted]
Kindly note, the $**.98 cheque was mailed on September **, 2014 from our bank in Ontario. Cheques are typically received within 1 -2 business weeks from the mailing date. Please allow some additional time for the cheque to reach the address provided.
As outlined above, all 4 billings in the amount of $9.99 each have been issued refunds. This covers all of the billings done from [redacted] to mobile number [redacted].
I hope you find that the detailed information contained in this message addresses your concerns as well as offers information on the next steps to take regarding resolving any remaining concerns about the subscription and the refunds that were issued.
 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
In September of 2014 I called [redacted] in New York to get the charges stopped, to cancel my "services" with them and to try to get a reimbursement from them. I was told by a [redacted] representative that [redacted] would no longer be charging me for their services. They assured me that I had cancelled my subscription/account with them. The account I never signed up for in the first place.
On my most recent cell phone bill from [redacted]'s Communication it clearly shows a charge of $9.99 from a 3rd party company. On October *, 2014 I called [redacted] to confirm that the $9.99 charge was from [redacted]. They confirmed that to be true. 
[redacted] is clearly still charging me $9.99/month even though they claimed the charges have stopped. I have the documentation to prove this to be true.
 
They lied about to me as well they continue to scam me. My next step will be to take this to an investigative journalism branch of the [redacted].
I await your response.
Sincerely,
[redacted]