We appreciate you bringing this matter to our attentionWe have reviewed the complaint filed by [redacted] J [redacted] and have discovered that we have already addressed and attempted to resolve her concerns.The transaction in question was done in accordance of our compliance procedures[redacted] responded to a free trial offer on October, 1, and signed up for days of free VOIP service via our web enroll page.It was clearly explained at the time of the offer that if she wished to cancel the service that she must do so by phone or email before the free trial expired and that if she failed to do so she would be charged $per month for V.O.I.Phome phone serviceBefore the free trial expired our office sent the member an email to the e-mail address we have on file jay [redacted] ***) reminding her the free trial was coming to an end and to contact our offices should she have any questions or concerns before the billing cycle began on November, 5, We sent a secondary email before the billing cycle began, providing the member with a link to cancel should she wish to do soAt the time the monthly billing cycle was due to begin we had no record of cancellation on account, therefore in accordance to our terms and conditions which were agreed to, Mrs [redacted] was billed $on November, 5, This transaction was then returned by the bank as NSF (non-suffcient funds) several days later.In accordance to our terms and conditions, we attempted to bill her again on January, 18, which prompted her to call our customer service department[redacted] called into our customer service department on January, 26, claiming that she had not authorized the debit of $We explained to her that we did have an authorization on file and reminded Mrs [redacted] of the terms and conditions agreed to on October,1st, Our customer service agent took Mrs[redacted] 's claim seriously and provided sound customer service She proceeded to request a refund and cancellation of the service Considering she was still within her rights to cancel we went ahead and cancelled her service along with providing her witha full refund of $(Refund confirmation #SMS 012-616-19) The refund was sent on January, 26, and the refund was returned to us as "forged" on January, 18, On February, 2nd, we obtained an unauthorized return status on the debit to her account Therefore, we did not capture her billing and made an attempt to refund her in order to rectify her concerns We therefore consider the matter closed.We apologize for the delay in our response, but it is necessary given the work we do to verify and validate our compliance procedure.Should you require anything further please do not hesitate to contact our customer service department at [redacted]
We appreciate you bringing this matter to our attentionWe have reviewed the complaint filed by [redacted] and have discovered that we have already addressed her concerns.The transaction in question was done in accordance of our compliance procedures [redacted] responded to a free trial offer on April, 30, and signed up for days of free VOIP service via our web enroll page It was clearly explained at the time of the offer that if she wished to cancel the service that she must do so by phone or email before the free trial expired and that if she failed to do so she would be charged $per month for her V.O.I.Phome phone serviceBefore the free trial expired our office sent the member an email to the address we have on file ( [redacted] ) reminding her the free trial was coming to an end and to contact our offices should she have any questions or concerns before the billing cycle commenced on June 2, 2015.We sent a secondary email before the billing cycle began, providing her with a link to cancel should she wish to do so At the time the monthly billing cycle was due to begin we had no record of cancellation on her account, therefore in accordance to our terms and conditions which were agreed to, she was billed $on June, 2, [redacted] called into our customer service department on June, 10,claiming that she had not authorized the debit of $We explained to her that we did have an authorization on file and reminded her of the terms and conditions agreed to on April 30, Our customer service agent took her claim seriously and providedsound customer serviceShe then went on to request a refund and cancellation of her service along with requesting a copy of her authorizationConsidering she was still within her rights to cancel we went ahead and cancelled her service along with providing her with a full refund of $(Refund confirmation #SMS 061-015-17).The refund was sent on June, 10, and was deposited to her account the following business dayAs for the authorization request, it appears that it was never sent to memberI have taken the liberty to attach a copy of her web authorization for her records.We apologize for the lengthy delay in providing a response, but it is necessary given the work we do to verify and validate our compliance procedure.Should you require anything further please do not hesitate to contact our customer service department at [redacted]
We appreciate you bringing this matter to our attentionWe have reviewed the complaint filed by [redacted] J [redacted] and have discovered that we have already addressed and attempted to resolve her concerns.The transaction in question was done in accordance of our compliance procedures[redacted] responded to a free trial offer on October, 1, and signed up for days of free VOIP service via our web enroll page.It was clearly explained at the time of the offer that if she wished to cancel the service that she must do so by phone or email before the free trial expired and that if she failed to do so she would be charged $per month for V.O.I.Phome phone serviceBefore the free trial expired our office sent the member an email to the e-mail address we have on file jay [redacted] ***) reminding her the free trial was coming to an end and to contact our offices should she have any questions or concerns before the billing cycle began on November, 5, We sent a secondary email before the billing cycle began, providing the member with a link to cancel should she wish to do soAt the time the monthly billing cycle was due to begin we had no record of cancellation on account, therefore in accordance to our terms and conditions which were agreed to, Mrs [redacted] was billed $on November, 5, This transaction was then returned by the bank as NSF (non-suffcient funds) several days later.In accordance to our terms and conditions, we attempted to bill her again on January, 18, which prompted her to call our customer service department[redacted] called into our customer service department on January, 26, claiming that she had not authorized the debit of $We explained to her that we did have an authorization on file and reminded Mrs [redacted] of the terms and conditions agreed to on October,1st, Our customer service agent took Mrs[redacted] 's claim seriously and provided sound customer service She proceeded to request a refund and cancellation of the service Considering she was still within her rights to cancel we went ahead and cancelled her service along with providing her witha full refund of $(Refund confirmation #SMS 012-616-19) The refund was sent on January, 26, and the refund was returned to us as "forged" on January, 18, On February, 2nd, we obtained an unauthorized return status on the debit to her account Therefore, we did not capture her billing and made an attempt to refund her in order to rectify her concerns We therefore consider the matter closed.We apologize for the delay in our response, but it is necessary given the work we do to verify and validate our compliance procedure.Should you require anything further please do not hesitate to contact our customer service department at [redacted]
Mr [redacted] Consumer complaint # Response attached
We appreciate you bringing this matter to our attentionWe have reviewed the complaint filed by [redacted] and have discovered that we have already addressed her concerns.The transaction in question was done in accordance of our compliance procedures [redacted] responded to a free trial offer on April, 30, and signed up for days of free VOIP service via our web enroll page It was clearly explained at the time of the offer that if she wished to cancel the service that she must do so by phone or email before the free trial expired and that if she failed to do so she would be charged $per month for her V.O.I.Phome phone serviceBefore the free trial expired our office sent the member an email to the address we have on file ( [redacted] ) reminding her the free trial was coming to an end and to contact our offices should she have any questions or concerns before the billing cycle commenced on June 2, 2015.We sent a secondary email before the billing cycle began, providing her with a link to cancel should she wish to do so At the time the monthly billing cycle was due to begin we had no record of cancellation on her account, therefore in accordance to our terms and conditions which were agreed to, she was billed $on June, 2, [redacted] called into our customer service department on June, 10,claiming that she had not authorized the debit of $We explained to her that we did have an authorization on file and reminded her of the terms and conditions agreed to on April 30, Our customer service agent took her claim seriously and providedsound customer serviceShe then went on to request a refund and cancellation of her service along with requesting a copy of her authorizationConsidering she was still within her rights to cancel we went ahead and cancelled her service along with providing her with a full refund of $(Refund confirmation #SMS 061-015-17).The refund was sent on June, 10, and was deposited to her account the following business dayAs for the authorization request, it appears that it was never sent to memberI have taken the liberty to attach a copy of her web authorization for her records.We apologize for the lengthy delay in providing a response, but it is necessary given the work we do to verify and validate our compliance procedure.Should you require anything further please do not hesitate to contact our customer service department at [redacted]
Please see attached response for the complaint filed by [redacted] [redacted]