Xyngular Corporation

Dear Revdex.com and Ms [redacted] ,I have reviewed Ms [redacted] 's concern, and have decided that we will make an exceptionThe Company has a Satisfaction Guarantee for the first days from the initial purchase and will refund 100% percent of the product costTechnically, Ms [redacted] did not meet this criteriaHowever, I noticed there was a slight delay in the processing and shipment of her orderDue to this delay, I have chosen to extend this exception to our policy.In order to receive a refund, we will need the products returned to us To take advantage of this refund, we will need any opened, used, or empty containers returned from your orderEach order has an RMA number, which must be visibly written on the outside of the return box To qualify for this refund, your return shipment must be postmarked by 05/20/to the following address: Xyngular [redacted] Once your return is processed by our warehouse, we will submit a reimbursement through the payment method used on your order for the amount of the eligible productsPlease note that refunds can take up to 1-business days for accounting to process and it then can take 3- business days to be recognized by your financial institutionShipping and handling costs are not refundedFor more information about our return policy, please visit: https://www.xyngular.com/return-policy/Please let me know if I can be of any further assistanceThank you for doing business with Xyngular!Warm Regards, [redacted] Xyngular Compliance

Complaint: [redacted] I am rejecting this response because:I am attaching screen shots of evidence that Xyngular has charged my credit card (without providing my account number) I do not want to call and provide my credit card number, as they are already charging my card without my permission They are charging a card I cancelled back in June Bank of America is also disputing these charges Sincerely, [redacted]

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 I am glad to see the resolution that Xyngular has offered I would like to accept this offer and return the remaining products, the partially sampled ones, if that is what the company is requesting Please note that as per the original agreement, I have shipped back the unopened items already They were sent on 10/31/via FedEx I am currently checking on the status of that package with the Tracking Number According to the website tracking, my return shipment should arrive by Monday, 11/06/by the close of business.What is the exact address where I should ship the remaining items?Do I need an RMA number to include with this shipment?How soon should I expect the refund to show on my credit card account?Sincerely, [redacted]

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 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: My name is Rena T***, I am the Director of Compliance at XyngularThis letter is in response to a complaint received by your offices by *** ***We would like to take this opportunity to provide you with further information and details to hopefully resolve this
matter with the Customer, as well as with the Revdex.com. Our Records show that *** purchased her products on 09/08/At the time of purchase our refund policy states that Xyngular has a 100% satisfaction guarantee and will refund 100% of the purchase price less Member Fee, shipping and handling fees, if postmarked by the 30th day from the order date. Upon further research into our systems, both email and phone, it appears that *** called in on October 12, Since this was outside of the days from order date, a 90% refund was offered to ***An RMA was issued on the same dayAs of today we have not received the product to our warehouse to process the refund. After review of this situation, we feel that although the customer service agent that initially took the call was following the policy, we would like to make an exception in this situation and offer *** Woeting a 100% refund of the product, plus the initial shipping cost, not including the shipping to send the product backUpon this condition we would need to receive the product back to our warehouse by November 17th 2017, in order to make the exception. We hope this letter and provided information has sufficed as a response to this complaint, and additionally we hope that Ms*** will accept this offer as a gesture of good business practice We look forward to hearing back as to if Ms*** has accepted this resolution as well as intentions to return the product so we can process the refundIf there is anything further we can provide, please do not hesitate to contact me directly at rena.t***@xyngular.com, or call me at 801-610-4594. Respectfully, Rena T*** Director of Compliance801.610.4564|rena.t***@xyngular.comE S, Ste 2cLehi, Utah

Dear Revdex.com and Ms*** ***,
The first order that was placed was not over the phone with
our corporate officeIn the letter to her bank, Ms*** explained that she
had placed the order over the phone with Kim E***, an independent Member
(Distributor), who subsequently signed Ms*** up online with all the
information Ms*** gave to MsE***
With respect to the documentation that was sent to Ms
***’s bank, we do apologize that there was the oversight by our Finance
departmentThey did send some incorrect informationHowever, we do not
believe it would have changed the outcome because the “Autoship” return policy
and the policy for an Inception order past days are virtually the same
policyThe products must be returned unopened to be eligible for a refund,
which our Customer Service department explained to Ms***Had her products
been unopened, she could have returned them for a 90% refund
Anything that was said between Ms*** and MsE***
would need to be addressed between themMsE*** is an Independent Member
(Distributor) of our company
We have reviewed this situation again and have decided to
offer a compromiseWe are willing to offer Ms*** a one-time exception for
a 50% product refundIf Ms*** accepts this offer, we will not require any
products to be sent backThe 50% refund will be for the products and any tax
on the productsThe refund would be issued back to the original form of payment
Please let us know if there are any questions and if Ms
*** will accept the one-time exception
Best regards,
Dan T***
Xyngular Compliance Manager

Complaint: [redacted]
I am rejecting this response because: how can I have unopen product when it's a 30 day trial? Makes no sense to me.......I had to open and use the product to try them?? They r a scam they really are....for 300 I am furious and would even be happy with half my money back on the product......300 is alot of money to some people...
Sincerely,
[redacted]

Complaint ID: [redacted]     10/31/2017   To Whom It May Concern:   My name is Rena T[redacted], I am the Director of Compliance at Xyngular. This letter is in response to a complaint received by your offices by [redacted]. We would like to take this opportunity to provide you with...

further information and details to hopefully resolve this matter with the Customer, as well as with the Revdex.com.   At the time of signing up as a Member (Xyngular’s term for customer), and purchasing product, our Members are presented with the Terms and Policies of the Agreement which they must accept prior to enrolling. In these Policies our Refund Policy is also explained, as attached to this response and outlined below:   Inception (initial) Purchase:   Within 30 days: Xyngular has a 100% satisfaction guarantee and will refunded 100% of the purchase price less Member Fee, shipping and handling fees, if postmarked by the 30th day from the order date.   Purchases after the Inception Purchase:   Xyngular offers a 90% refund, less shipping and handling fees on unopened, unaltered, resalable, and restockable products if postmarked within 12 months from the order date.   Members must obtain a RMA # from Xyngular and products must be received by Xyngular before the refund is processed.   Our records show that the order that [redacted] is requesting a 100% refund on was not her inception order, but was a 3rd order. As per the above refund policy, she was offered a 90% refund by the Member Service Agent. As of today we have not received the returned products to our warehouse in order to process the refund.   However, as we reviewed this situation further, we will be willing to make an exception and offer the 100% refund, less shipping and handling fees, given the condition that the products are returned and received by our warehouse no later than November 17th, 2017.   We hope this letter and provided information has sufficed as a response to this complaint, and additionally we hope that Ms. [redacted] will accept this offer as a gesture of good business practice.   We look forward to hearing back as to if Ms. [redacted] has accepted this resolution as well as intentions to return the product so we can process the refund. If there is anything further we can provide, please do not hesitate to contact me directly at rena.t[redacted]@xyngular.com, or call me at 801-610-4594.     Respectfully,  Rena T[redacted] Director of Compliance801.610.4564|rena.t[redacted]@xyngular.com1250 E 200 S, Ste 2cLehi, Utah 84043

Dear Revdex.com and [redacted],We apologize that Ms. [redacted] had trouble getting through on our Member Service line. We have been experiencing some high call volumes and email volumes due to increased sales. I have asked that our IT and Call center look into why Ms....

[redacted] was not able to leave a voicemail and why she did not receive a response within 24 hours of her email inquiry.With respect to her return, I see that she spoke with one of our agents yesterday, May 12, 2015, and was sent instructions on how she can return her products.  She needs to have those products sent back to us with a postmarked date no later than May 19, 2015. Once we receive those products back and review them to ensure what has been returned, we will issue the appropriate refund. From when we receive a return to when we submit a refund should take, at most, 7 business days. Generally refunds are processed faster than that. We are sorry to hear of your need to return our products and your need to cancel automatic shipments, which was cancelled on May 12, 2015. Please let us know if we can be of any further help.Warm regards,[redacted]Xyngular Compliance

Dear Revdex.com and Ms [redacted],I have reviewed Ms. [redacted]'s concern, and have decided that we will make an exception. The Company has a Satisfaction Guarantee for the first 30 days from
the initial purchase and will refund 100% percent of the product cost. Technically,...

Ms [redacted] did not meet this criteria. However, I noticed there was a slight delay in the processing and shipment of her order. Due to this delay, I have chosen to extend this exception to our policy.In order to receive a refund, we will need the products returned to us.
To take advantage of this refund, we will need any opened, used, or
empty containers returned from your order. Each order has an RMA
number, which must be visibly written on the outside of the return box.
To qualify for this refund, your return shipment must be postmarked by 05/20/2015 to the following address: Xyngular [redacted]
Once your return is processed by our warehouse, we will submit a
reimbursement through the payment method used on your order for the
amount of the eligible products. Please note that refunds can take up to
1-2 business days for accounting to process and it then can take 3-5
business days to be recognized by your financial institution. Shipping
and handling costs are not refunded. For more information about our return policy, please visit: https://www.xyngular.com/return-policy/Please let me know if I can be of any further assistance. Thank you for doing business with Xyngular!Warm Regards,[redacted]Xyngular Compliance

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.
I am glad to see the resolution that Xyngular has offered.  I would like to accept this offer and return the remaining products, the partially sampled ones, if that is  what the company is requesting.  Please note that as per the original agreement, I have shipped back the unopened items already.  They were sent on 10/31/2017 via FedEx.  I am currently checking on the status of that package with the Tracking Number.  According to the website tracking, my return shipment should arrive by Monday, 11/06/2017 by the close of business.What is the exact address where I should ship the remaining items?Do I need an RMA number to include with this shipment?How soon should I expect the refund to show on my credit card account?Sincerely, 
[redacted]

Complaint: [redacted]
I am rejecting this response because:I am attaching screen shots of evidence that Xyngular has charged my credit card (without providing my account number).  I do not want to call and provide my credit card number, as they are already charging my card without my permission.  They are charging a card I cancelled back in June.  Bank of America is also disputing these charges.
Sincerely,
[redacted]

Dear
Revdex.com and Ms[redacted],
I
have reviewed the account of Ms[redacted], who signed up as a Member with
us
At
the time a Member signs up, they agree to our policies, which includes our
return policyWe have our return policy available
for public view at:
http://www.xyngular.com/en/return-policy/
For
a Member's first order, here is what our return policy says:
"AInception (initial) Purchase
Day 1-30: The Company has a 100% satisfaction guarantee and will refund 100%
of the purchase price less membership and handling fees, and applicable
Commissions if postmarked by the 30th day from the order date
Day 31-(year) from the order date: 90% will be refunded less handling
fees and applicable Commissions on unopened, unaltered, resalable, and
restockable products or Sales Aids if postmarked within twelve months from
the order date."
I underlined the area that talks
about how the products need to be unopened, unaltered, etc in order to receive
a 90% refund after days from the order dateWith respect to the order date,
further down in our return policy, it says this:
"EImportant Information
1. Order date and day are defined as the
date the Company receives payment for an order through the Xyngular system."
This part of our policy clarifies
that the order date is the date that the order is processed, not the date that
the Member receives their orderMs[redacted]'s order date was on 4/18/2015,
which made the 30th day she needed to have her return postmarked by
as 5/17/
While reviewing Ms[redacted]'s
account, I found that Ms[redacted] called our Member Service department on
5/8/2015, but never said anything about wanting to return products or being dissatisfied
with our productsMs[redacted] contacted us on 5/26/to request a return
authorization for the products, which she confirmed on the call that she had
opened all the productsOur Member Service agent let her know about the return
policy, the postmark deadline having already passed, and that she could not return the opened
productsDuring the call, Ms[redacted] said how she had gone online and read our
return policy before calling our Member Service departmentAside from our return policy, we also have our
Member Service phone number, email address and link to a chat system available
online for anyone to ask questions
Unfortunately in this case, we
will not be able to offer a refund to Ms[redacted]Our return policy is
available for public view online for anyone who is interested in buying or currently
buying our products to seeMs[redacted] could have read the policy and posed any questions about our return policy prior to or after purchasing the products
Please let us know if you have
any questions or would like any other information.Best regards,Dan T[redacted]Xyngular Compliance Manager

Dear Revdex.com and Ms. [redacted], We are sorry to hear that that Ms. [redacted] was charged over $1000. We have run every type of search we have available to us, but unfortunately, we are unable to locate the charges (2 different amounts were in the complaint) in our system. We...

have tried searching by the amounts given and were unable to find any charges of that amount in our system. We will be happy to look into this further, but will need more information. We would ask Ms. [redacted] to call our Member Service department at ###-###-####. She would need to provide the date(s) of the charge(s), and the credit card number. If there is another card number associated with her account, she may want to provide that as well. If she can get the transaction ID from her bank, that may be beneficial as well. She may also want to do a 3-way call with her bank and our Member Service department.We understand how she may not want to provide this information, but we will need it so that we can try to locate her charge. Please let us know if there are any questions or if we can be any other service.Best regards,Dan T[redacted]Compliance Manager

Dear Revdex.com and Ms. [redacted], With the files that Ms. [redacted] sent in her most recent correspondence, we were able to locate the charges that Ms. [redacted] said she did not authorize. We were not able to locate them from the previous information given to us because the dates and amounts were different than what was provided in the files/screenshots.With respect to the charges, we have started the refund process on all three charges. Ms. [redacted] should see the funds back into her account within 3-5 business days. The funds might be back in her account sooner than that, but it could take up the the 5 business days. We noticed at least 1 of the charges has a chargeback started on it. The reason why we bring that up is we don't know if her bank's review process would delay the funds from showing back up into her account due to the bank's chargeback process. She mentioned that she cancelled her card, so she may want to check with her bank to see if how the refunds to her card will be handled by her bank.That being said, we wanted to explain how these charges happened. We determined that an account was fraudulently set up with us and Ms. [redacted]'s card was used to order product. Her card was also used to set up a monthly auto-delivery shipment of our product, which is what generated the 2 larger charges. Unfortunately, we did not know this was a fraudulent account until we were able to locate the charges Ms. [redacted] was disputing through this Revdex.com process. Upon review of that account, we found that it was fraudulent. We would like to urge Ms. [redacted] to continue reviewing her credit card statement, and any other credit cards she may have, just in case the fraudster(s) got a hold of any of her other credit card information.In summary, we are refunding all 3 charges and we believe they should be back into her account within 5 business days. We are sorry that this happened to her, but hope that this is a satisfactory resolution to her concern. Please let us know if you have any further questions.Best regards, Dan T[redacted]Compliance Manager

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]

Complaint: [redacted]
I am rejecting this response because:
I have the documentation that Xyngular sent my bank and now I'm reading what they sent you.  As I stated before dishonest business practices.My first and only order was placed via telephone, their letter to my bank says it was placed online and could not have generated this order without all necessary information entered, etc. The refund policy that they sent  my back is based on an autoship that your are automatically enrolled in when you place your order.I never received any documentation in writing on the refund policy only what was told to me by Ms. Kimberly E[redacted], Xyngular Sales Representative, when I placed the order.  I had no reason not to distrust or believe her.  I called the company on 5/8/15 only to cancel the autoship policy.  WHen I placed my first and only order over the phone, Ms. E[redacted] informed me that I will enrolled in autoship.  I told her I did not want to be enrolled and she told me its done automatically and I would have to go online to cancel but recommended keeping at least one item form the kit I purchased, which I did not want to do at that time.  When you go online to cancel it does not allow you to do so.  You have to actually call the company for them to do it.  Therefore, the call on 5/8/15 was only in reference to this.  I still have in my saved documents the email that Xyngular sent me confirming my autoship has been cancelled dated 5/8/15.I called MS. E[redacted] days after and told her I was not satisfied with the product and wanted to return the kit.  Again she explained the same process to me the same way she explained it to me when I placed my first order.  It was while talking to the customer service rep about the the return that she said I could not  return the items due to it being passed 30 days and that they were unopened no refund would be due.  It was while talking to her that I pulled the policy up online and asked her about the 90% refund after the 30 days, which she replied did not apply because the items were opened.  And they were not responsible for what an independent sales representative tells customers and  I should have gone online and read the return policy for myself.On 5/26/15 Ms. E[redacted] and I met in order  for her to call and speak to Xyngular directly in front of me to see if she could resolve the situation.  She informed the customer service rep that she told me I can return the used products.  If the product was opened I was to return the empty contents to Xyngular within 30 days for a full refund after the 30 I'm entitled to receive 90% refund.  Ms. E[redacted] also informed Xyngular that I did not receive the product until 10 days after my order.  She stated she was never aware that she had to inform her customers that the 30 days start the date you place your order.  Despite her telling Xyngular all of this, they told me I could not return the products for a refund because the items were opened.I held onto all of the items, even though I could not return them, until this situation was resolved with my bank, who settled on my behalf.  I received verbal notification that my bank settled in my favor and when I received it it writing , I discarded the items.On 11/15/15 I received a letter from my bank telling me that the claim was reversed band the payment was sent to Xyngular, because Xyngular stated that I NEVER RETURNED THE PRODUCTS TO THEM and if the products were not opened I can return and at this time if the customer would like a refund they can return the products to them.  RMA #[redacted] should be written on the outside of the package.  If the products are open or used no refund can be issued due to it being a subsequent order which we are only able to refund 90% for sealed products.  Needless to say I was dumbfounded!!!  ALl this time the Xyngular told me that I cannot return the products yet they tell the bank I could have.  My bank has sent me a copy of all documentation that Xyngular has sent them.  Unbelievable! As I stated dishonest business practices.  I tried scanning the documents and for some reason my scanner isn't working.  I will scan all documentation at work and attach the files for review tomorrow 11/24/15
Sincerely,
[redacted]

Dear Revdex.com and Corey J[redacted], I have reviewed Corey J[redacted]' account and wanted to start out by saying that I will be making an exception. Before I say what the exception is, I would like to explain why the refund hasn't been issued previously.While reviewing the account, I found...

Corey had contacted our Member Service area a few times about his refund. Each time, Corey was told that our Warehouse has no record of receiving the return and/or  was asked to provide a tracking number showing that our warehouse did receive the return. We were never given a tracking number to prove receipt of the return. Without any evidence that the products were returned, our policy is to not provide a refund because it is possible the package may still be in transit to our warehouse or possibly lost in transit.Whether it is with our company or other companies that Corey deals with in the future, we would like to suggest that when returning products for a refund, that Corey send it with a tracking number and hang on to the tracking number until a refund is resolved. In this case, I have made an exception and requested a refund of $[redacted] back to Corey's form of payment. Our accounting department should be starting the refund process today and it generally can take up to 3 business days for the funds to show in the Member's account.Please let us know if we can answer any other questions.Sincerely,Dan T[redacted]Compliance Manager