This business is not BBB accredited.

Webloyalty.com, Inc.

Phone: (203) 956-1000 Fax: (203) 956-8789 View Additional Phone Numbers 6 High Ridge Park, Stamford, CT 06905 http://www.webloyalty.com View Additional Web Addresses


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Description

Webloyalty markets its online membership services to consumers following the completion of a purchase transaction at Webloyalty's co-marketing partner's website. Webloyalty's services include discounts on travel services, shopping, dining, attraction, and protection services.

Consumers who accept Webloyalty's offer by providing their email addresses twice and by clicking a "yes" button as an electronic signature, agree to monthly or quarterly charges for memberships until such time as the consumers choose to cancel.

Certain offers provide that consumers may try the service free of charge for a period of time. The business communicates with its customers primarily via electronic mail, and it provides frequent updates to its members regarding the benefits available in their chosen service(s).


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for Webloyalty.com, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 23 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

23 complaints closed with BBB in last 3 years | 4 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 21
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 2
Total Closed Complaints 23

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Webloyalty.com, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: April 30, 2001 Business started: 01/21/1999 Business started locally: 01/21/1999 Business incorporated 02/03/1999 in DE
Type of Entity

Corporation

Business Management
Mr. Richard Fernandes, President Ms. Kristin Buonagura, Director of Customer Relations Mr. Albert Fino, VP and Treasurer Mr. Sloane Levy, Executive VP and Secretary Mr. Charles McCarthy, Treasurer Ms. Kathy Piro, Secretary Mr. Todd H. Siegel, Executive VP and CFO
Contact Information
Principal: Mr. Richard Fernandes, President
Business Category

Buying Clubs & Group Purchasing Service

Alternate Business Names
Buyer Assurance Complete Savings Incentive Networks Reservations Rewards Savingscircle.com Shopper Discounts and Rewards Travel Values Plus Wallet Shield
Business Management

On January 14, 2011, Webloyalty.com, Inc. merged with Affinion Group, Inc. and became an indirect, wholly-owned subsidiary of Affinion Group, Inc.

BBB maintains a separate BBB Business Review on Affinion Group, Inc. The review may be obtained online at www.bbb.org, or by calling 203-269-2700 extension 2.


Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    6 High Ridge Park

    Stamford, CT 06905 (203) 956-1000 (800) 732-7031 (800) 889-8776 (800) 890-4895 (800) 890-4892 (800) 250-6037 (800) 732-7031

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

4/27/2016 Billing/Collection Issues | Complaint Details Unavailable
4/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Recently realized unauthorized re-occurring auto payment from checking account labeled "Complete Savings" for $12/month on the 8th of every month since 2009. • As reoccurring charge is labeled on bank statement “Complete Savings”, I was led to believe based on debit label that it was a service charge from ***** ***** for my checking & savings account (as coincidental timing of charge happened to occur at the time that I began making online payments to colleges for my son & daughter’s tuition). • College days are finally over, and I recently (March 2016) went to ***** ***** to understand how I could eliminate this $12 charge; this is when I learned that it was not a bank charge, rather a subscription service for coupon savings. • I had ***** ***** stop the re-occurring charge immediately (March 8th 2016 was last payment). • I had no knowledge of what or how I enrolled in this subscription service. • March 31, 2016, I received a “Membership Benefit Update” email from Complete Savings informing me of their “Gift card” reward’s program. The email provided my account number and password. • To my memory and knowledge (review of my email history as far back as a possible), I have never received an email from Complete Savings regarding my membership. • I called Complete Savings. The representative informed me that I had been a member since 2009, and when I inquired as to how and when, she indicated that I was enrolled when I agreed to accept a coupon for an *** floral arrangement I purchased online in 2009. She indicated that I would have needed to indicate in the terms and conditions of the coupon that I did not want to subscribe. • I have not and would not have subscribed to this type of service. And believe I was deceived by the original coupon offer. • Given that the Floral arrangement was likely for my Mother in New Mexico for Mother’s day, I estimate I have paid Complete Savings $984.00 ($12 per month for 82 months-May 2009-March 2016) without knowledge or any service or product provided. I believe this company used deceptive techniques to enroll and maintain me in their program, and that I am owed a full refund, plus reasonable market interest on the $984.00 unknowingly paid from my checking account.

Desired Settlement: I believe this company used deceptive techniques to enroll and maintain me in their program, and that I am owed a full refund, plus reasonable market interest (4%) on the $984.00 unknowingly paid from my checking account, for a total request of $1200.00.

Business Response:

April 12, 2016

RE:      ***** ********** / Complaint ID ********

This letter is a response to your correspondence regarding the complaint of *** ***** ***********

Our records show that *** ********** completed an online transaction at *********** on April 7, 2009. After completing the transaction she was offered a free 30-day trial of our Complete Savings service and a $20 Cash Back Award for trying our service, which she accepted. 


*** ********** accepted the trial membership offer for Complete Savings by entering the email address
****************** twice and then clicking the “YES!” button on the page. Immediately to the left of the “YES!” button are the “Offer and Billing Details.”  The Offer and Billing Details set forth the terms of the offer, including the $12 monthly membership fee following the free trial and advise the consumer that the fee will be billed to the credit or debit card she used for her transaction with *******. Immediately above the location on the offer page where *** ********** entered her email address twice and clicked “Yes” is the following statement:

“By entering my email address as my electronic signature and clicking YES, I have read and agree to the Offer and Billing Details and authorize ******* to securely transfer my name, address and credit or debit card information to Complete Savings for billing.”

Thus, by accepting the offer, *** ********** agreed that the Complete Savings $12 monthly membership fee would be billed to the credit or debit card used in connection with her transaction with *******. Immediately after clicking the “YES!” button, *** ********** was taken to another screen welcoming her to the program. This page advised *** ********** that she had just joined Complete Savings. Within the next few minutes, *** ********** was sent two emails from us including her membership kit and password and reminding her to use her $20 Cash Back Award.

On April 7, 2009, we sent *** ********** an email explaining how to access the Complete Savings membership. On April 18, 2009, we sent *** ********** an email reminding her to use the benefits of her membership. We sent *** ********** an email reminding her to use her $20 Cash Back Award. On April 24, 2009, we sent *** ********** an email to remind her that the free trial membership would conclude on May 7, 2009, and at that time, she would be billed the monthly membership fee. The email also included our toll-free telephone number if she wished to cancel, in which event, she would not be charged.

*** ********** was charged the first $12 monthly membership fee at the end of her free trial membership on May 7, 2009. That same day, we sent *** ********** an email reminding her of the benefits of the membership.  *** ********** was charged the monthly membership fee from May of 2009 to March of 2016.  In addition, we continued to send emails to *** ********** on the following dates: June 6, 2009, July 6, 2009, August 5, 2009, September 4, 2009, October 4, 2009, November 3, 2009, May 2, 2010, June 5, 2010, July 1, 2010, July 31, 2010,  August 29, 2010, September 28, 2010, October 28, 2010, November 27, 2010, December 27, 2010, January 26, 2011, February 25, 2011, March 27, 2011, April 26, 2011, May 26, 2011, June 25, 2011, July 25, 2011, August 24, 2011, September 23, 2011, October 23, 2011, November 22, 2011, December 22, 2011, January 21, 2012, February 20, 2012, March 21, 2012, April 20, 2012, May 20, 2012, June 19, 2012, July 19, 2012, August 18, 2012, September 17, 2012, October 17, 2012, November 16, 2012, December 16, 2012, January 15, 2013, February 14, 2013, March 16, 2013, April 15, 2013, May 15, 2013, July 16, 2013, August 14, 2013, September 13, 2013, October 14, 2013,  November 12, 2013, December 12, 2013, January 11, 2014, February 10, 2014, March 12, 2014, April 11, 2014, May 11, 2014, June 10, 2014, July 10, 2014, August 9, 2014, September 8, 2014, October 8, 2014, November 7, 2014, December 7, 2014, January 6, 2015, February 5, 2015, March 7, 2015, April 6, 2015, May 6, 2015, June 5, 2015, July 5, 2015, August 4, 2015, September 3, 2015, October 4, 2015, November 2, 2015, December 2, 2015, January 1, 2016, January 31, 2016, March 10, 2016 and March 31, 2016 reminding her to use all the benefits of the Complete Savings service.

*** **********’ Complete Savings membership was canceled and credits totaling $996 were issued to her account on April 8, 2016. 

Complete Savings makes every effort to be straightforward with its offers, allowing consumers to make educated choices regarding the products and services they purchase. For this reason, it puts the most significant details of its offers in a prominent location -- immediately next to the acceptance button (so that a consumer will have those details in front of him or her before joining the service). In addition, Complete Savings places its key offer details on the very same page as the “YES!” button rather than requiring a consumer to click through one or more links in order to find these details. Moreover, when a misunderstanding such as the one with *** ********** occurs, we are pleased to cancel a customer’s membership, as we have in this instance.   

We believe we treated *** ********** in a fair and correct manner, and our records reflect that *** ********** took several affirmative steps to sign up for the Complete Savings service and received multiple communications from us, including a pre-billing notification, prior to the first charge on her credit or debit card.  We trust this resolves this matter, however, if you have questions or need additional information, please do not hesitate to contact me.

Sincerely,

Trisha H******

Manager, Customer Relations

Consumer Response:  
Better Business Bureau:

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

Sincerely,

***** **********

4/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Reservation Rewards incorrectly debited my account 12$/month for 82 months. When I requested a refund after pointing out their thefts, they obliged and said they would process the 82 refund immediately, this was on 12/31/15. I have now received 35 out of the 82 refunds, but have not received any other refunds. I have called and spoke with them at least 10 times, as well as with my financial institution and I am not getting any response. I get put on hold and get pushed aside by supervisors. After yesterday, I am fed up. On 3/10/16, I called with my bank (for the 2nd time) on the line and spoke with the supervisor Michelle. She stated that she would contact accounting, and get a hold of me by the end of the day, one way or another. I have had no call back. Today, I called (3/11/16) and spoke with another supervisor (after holding for 15 minutes) and she let me know that she doesn't have an answer yet. I am owed $564 by this company, and I want my money back!

Desired Settlement: My full refund of $564 be collected and sent to me immediately.

Business Response:

March 24, 2016

Re:       ******** ** *******             *** **** *********

This letter is a response to your correspondence regarding the complaint of *** ******** ** *******.

Our records indicate that a total of (82) eighty-two credits of $12 were issued to *** ******** three separate credit card accounts.  These credits represent the full reimbursement of membership fees that were billed to *** ******** account for the Reservation Rewards memberships.

Below are the acquirer reference number for the (82) eighty-two credits. The acquirer reference number is assigned when a transaction is forwarded to *************** for processing so the credits can be tracked.

*********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** *********************** ***********************

We are researching this matter further and request additional time to resolve this matter and determine what occurred to the remaining 47 credits.

Please feel free to contact me if there are any further questions or concerns.

Sincerely,
Trisha J. H******

Manager, Customer Relations

Consumer Response:

 
Complaint: ********

I am rejecting this response because: I have made contact with them on 5 different accounts, twice with my bank on the line, stated that we don't have those funds, and have requested a check to be sent, or for a follow up to be given to me on what the status is of my refunds.  It's been nearly 3 months since they were made aware of this issue, and continue to dodge my phone calls and do not provide an adequate answer.  They owe me these refunds and I deserve to have them in a timely manner.  It has now been 1 1/2 weeks since my most recent complaint to them, and my initial complain to the BBB, and the company stated THAT day that they would call me back, and promised to call--even If they didn't have an entire answer yet, and they haven't responded to me at all.

I have provided a ***** ***** representative to speak with them to try and get this issue updated, but there have been no answers or assistance on behalf of this company.

I want this situation resolved.  It's been nearly 1/4 of a year since it should have been fixed.

Sincerely,

******** ******* 

Business Response:

April 8, 2016

 

Re:       ******** ** *******             *** **** *********

 

This letter is a response to your correspondence regarding the complaint of *** ******** ** ********

 

Our records indicate that a total of (82) eighty-two credits of $12 were issued to *** ******** three separate credit card accounts.  These credits represent the full reimbursement of membership fees that were billed to *** ******** account for the Reservation Rewards memberships.

 

Since *** ****** confirmed that the remaining (47) forty-seven credits did not reflect on her account, a check (check number #******) was issued on April 6, 2016 in the amount of $564.00.

 

Please feel free to contact me if there are any further questions or concerns.

 

Sincerely,
Trisha J. H******

Manager, Customer Relations

 


Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. AS LONG AS I ACTUALLY RECEIVE THE CHECK, AS I HAVE NOT RECEIVED A CHECK OR HAD IT CLEAR MY ACCOUNT YET, and knowing this company, it may or may not ever show up.

Sincerely,

******** *******

9/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On September 19, 2015 I was checking my ***** bank card account and found out that there was a charge of $12. I called the bank and they told me it was a charge that has been occurring since Aug 2014. I called the business and talked to Keisha to find out who authorized this recurring purchase. They told me that someone used my card and signed up for the shoppers discount. This was a $12 monthly charge. I told them I did not authorize anyone or any place to keep charging my account. I did not purchase myself either. I asked them to give me some information on this and they told me they only had an email address. I said ok, give me the email address, their response was that all they had was "*****.com". This does not help me find out who gave authorization. I again did not authorize these recurring charges, I did not sign up for any "shoppers discounts and rewards" program. Keisha said they would refund 3 months of charges and discontinue any future charges. I told her I wa not satisfied with this since I never authorized any charges. The first charge was August 2014 for $12 and has been going on now for 14 months, without my permission.

Desired Settlement: I want a full refund of 14 months at $12 = $168 and for "Shoppers Discounts and Rewards" to make sure I do not get any future charges.

Business Response:

 

This letter is a response to your correspondence regarding the complaint of Ms. ***** *********.

 

Our records show that Ms. ********* completed an online transaction at www.************.com on August 25, 2008.  After completing the transaction she was offered a free 30-day trial of our Shopper Discounts & Rewards service and a $10 Cash Back Award for trying our service, which she accepted. 

 

Ms. ********* agreed to this offer by entering her name and then entering her email address ****************.com twice and clicking the “YES!” button on the membership offer page.  Immediately above the “YES!” button are the “Offer and Billing Details.”  The Offer and Billing Details set forth the terms of the offer, including the $12 monthly membership fee following the free trial and advise the consumer that the fee will be billed to the credit or debit card they provide to us.  Immediately above the location on the offer page where Ms. ********* entered her email address twice and clicked “Yes” is the following statement:

By entering my email address as my electronic signature and clicking YES, I have read and agree to the Offer and Billing Details and authorize ***************** to securely transfer my name, address and credit or debit card information to Shoppers Discounts & Rewards for billing and benefit processing.”

Thus, by accepting the offer, Ms. ********* agreed that the Shopper Discounts & Rewards $12 monthly membership fee would be billed to the credit or debit card she provided to us as part of the sign up process for our service. Immediately after clicking the “YES!” button, Ms. ********* was taken to another screen welcoming her to the program. The pages advised Ms. ********* that she had just joined Shopper Discounts & Rewards. Within the next few minutes, Ms. ********* was sent an email from us including her membership kit and password and reminding her to use her $10 Cash Back Award.

 

On August 26, 2008, we sent Ms. ********* an email reminding her to use the benefits of her membership. We also sent Ms. ********* an email reminding her to use her $10 Cash Back Award. On September 12, 2008, we sent Ms. ********* an email to remind her that the free trial memberships would conclude on September 24, 2008 and at that time, she would be billed the monthly membership fee. The email also included our toll-free telephone number if she wished to cancel, in which event, she would not be charged.  

 

Ms. ********* was billed the first $12 monthly membership fee on September 24, 2008. Ms. ********* was charged the monthly membership fees from September of 2008 to August of 2015.  In addition, we continued to send emails to Ms. ********* on the following dates: October 24, 2008, November 23, 2008, December 23, 2008, January 22, 2009, February 21, 2009, March 23, 2009, April 22, 2009, May 22, 2009, June 21, 2009, July 21, 2009, August 20, 2009, September 19, 2009, October 23, 2009, November 18, 2009, December 18, 2009, January 17, 2010, February 16, 2010, March 18, 2010, April 17, 2010, May 17, 2010, June 16, 2010, July 16, 2010, August 14, 2010, September 13, 2010, October 13, 2010, November 12, 2010, December 12, 2011, January 11, 2011, February 10, 2011, March 12, 2011, April 11, 2011, May 11, 2011, June 10, 2011, July 10, 2011, August 09, 2011, September 08, 2011, October 08, 2011, November 07, 2011, December 07, 2011, January 06, 2012, February 05, 2012, March 06, 2012, April 05, 2012, May 05, 2012, June 04, 2012, July 04, 2012, August 03, 2012, September 02, 2012, October 02, 2012, November 02, 2012, December 02, 2012, January 01, 2013, January 31, 2013, March 02, 2013, April 01, 2013, May 01, 2013, May 31, 2013, June 30, 2013, July 30, 2013, August 29, 2013, September 28, 2013, November 27, 2013, December 27, 2013, January 26, 2014, February 25, 2014, March 27, 2014, April 26, 2014, May 26, 2014, June 25, 2014, July 25, 2014, August 24, 2014, September 23, 2014, October 23, 2014, November 22, 2014, December 22, 2014, January 21, 2015, February 20, 2015, March 22, 2015, April 21, 2015, May 21, 2015, June 20, 2015, July 20, 2015, August 19, 2015, and September 4, 2015 reminding her to use all the benefits of the Shopper Discounts & Rewards service.

 

Ms. *********’s Shopper Discounts & Rewards membership was canceled on September 22, 2015.  Consistent with company policy, four credits of $12 were issued to her account at that time.  In order to uphold our high level of customer satisfaction, an additional eighty (80) credits in the amount of $12 were processed on September 30, 2015.  These credits represent full reimbursement of membership fees that were successfully billed to her account.

Shopper Discounts & Rewards make every effort to be straightforward with its offers, allowing consumers to make educated choices regarding the products and services they purchase. For this reason, it puts the most significant details of its offers in a prominent location -- immediately next to the acceptance button (so that a consumer will have those details in front of him or her before joining the service). In addition, Shopper Discounts & Rewards places its key offer details on the very same page as the “YES!” button rather than requiring a consumer to click through one or more links in order to find these details. Moreover, when a misunderstanding such as the one with Ms. ********* occurs, we are pleased to cancel a customer’s membership, as we have in this instance.    

 

We believe we treated Ms. ********* in a fair and correct manner, and our records reflect that Ms. ********* took several affirmative steps to sign up for the Shopper Discounts & Rewards service and received multiple communications from us, including a pre-billing notification, prior to the first charge on her credit or debit card.  We trust this resolves this matter, however, if you have questions or need additional information, please do not hesitate to contact me.

 

Sincerely,

Trisha J. H******

Manager, Customer Relations

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I will check my account and make sure the amount of 80 credits x$12 each is deposited into my account. If received I will accept the resolution as satisfactory. As of September 30th 2015 at 12 noon credit has not been received. Will notify BBB of status by Sunday Oct 4, 2015 @ 5p.m. central time!
Sincerely,

***** *********

7/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been receiving charges from this vendor, unbeknownst to me for several years now. I cancelled the credit card being charged over 5 years ago, but because webloyalty.com situated itself with an automatic payment, even though I have never used there service, the payments were ongoing. I recently discovered this activity when I wanted to open up a different account with bank. At this point I was alerted to over $700 in charges from ******************.com. I thought it had to do with the fact that it was a ****** ******** Credit card, which I again, hadn't used in years, so I made the payment and confirmed the credit card was closed. It turns out, webloyalty.com/******************.com has nothing to do with this credit card. I do not know if this company is doing anything illegal, but they are clearly doing what the can to be deceptive and take advantage of the recurring payment system. They have received payment for services that were never performed for years. At the very least, if this company is truly concerned with delivering a service it should be reaching out to its customers to alert them of the service that is laying inactive and any "rewards" or benefits that they victim has available to them.

Desired Settlement: I would like a refund of all payments made over the last 5 years, including interest charged by the credit card they linked themselves to. They are in the business of deception and taking advantage of people, not offering a service. After some research, this entity has a clear track record of deception and complaints with the BBB. I would like to see there business license revoked and see them penalized on top of any class action suits which have already been filed and unattached to me.

Business Response:

This letter is a response to your correspondence regarding Mr. ********* complaint.

Our records show that Mr. ***** ******* completed an online transaction at www.*******************.com on January 28, 2009. After completing the transaction he was offered a free 30-day trial of our Reservation Rewards service and $20 Cash Back Award for trying our service, which he accepted.

Mr. ******* accepted the trial membership offer for Reservation Rewards by entering his email address ****************** twice and then clicking the “YES!” button on the page. Immediately to the left of the “YES!” button are the “Offer and Billing Details”. The Offer and Billing Details set forth the terms of the offer, including the $12 monthly membership fee following the free trial and advise the consumer that the fee will be billed to the credit or debit card he used for his transaction with *********** ********. Immediately above the location on the offer page where he entered his email address twice and clicked “Yes” is the following statement:

By entering my email address as my electronic signature and clicking YES, I have read and agree to the Offer and Billing Details and authorize *********** ******** to securely transfer my name, address and credit or debit card information to Reservation Rewards for billing and benefit processing.

Thus, by accepting the offer, Mr. ******* agreed that the Reservation Rewards $12 monthly membership fee would be billed to the credit or debit card used in connection with his transaction with *********** ********. Immediately after clicking the “YES!” button, he was taken to another screen welcoming him to the program. This page advised him that he had just joined Reservation Rewards. Within the next few minutes, he was sent two emails from us including his membership kit and password and reminding him to obtain his $20 Cash Back Award.

On January 29, 2009, we sent Mr. ******* an email reminding him to use the benefits of his membership. On February 15, 2009, we sent Mr. ******* an email to remind him that the free trial membership would conclude on February 27, 2009 and at that time, he would be billed the monthly membership fee. The email also included our toll-free telephone number if he wished to cancel, in which event, he would not be charged.

Mr. ******* was charged the first $12 monthly membership fee at the end of his free trial membership on February 27, 2009. That same day, we sent him an email reminding him of the benefits of the membership. Mr. ******* was charged the monthly membership fee from February of 2009 to March of 2015. In addition, we continued to send emails to him on the following dates, March 29, 2009, April 28, 2009, May 28, 2009, June 27, 2009, July 27, 2009, August 26, 2009, September 25, 2009, November 24, 2009, December 24, 2009, January 23, 2010, February 22, 2010, March 28, 2010, April 23, 2010, June 22, 2010, July 22, 2010, August 20, 2010, September 19, 2010, October 19, 2010, November 18, 2010, December 18, 2010, January 17, 2011, February 16, 2011, March 17, 2011, April 17, 2011, May 17, 2011, June 16, 2011, July 16, 2011, August 15, 2011, September 14, 2011, October 14, 2011, November 13, 2011, December 13, 2011, January 12, 2012, February 11, 2012, March 12, 2012, April 11, 2012, May 11, 2012, June 10, 2012, July 10, 2012, August 9, 2012, September 8, 2012, October 8, 2012, November 7, 2012, December 7, 2012, January 8, 2013, February 5, 2013, March 7, 2013, April 7, 2013, May 7, 2013, June 6, 2013, July 6, 2013, August 5, 2013, September 4, 2013, October 4, 2013, December 3, 2013, January 2, 2014, February 7, 2014, March 3, 2014, April 2, 2014, May 2, 2014, June 1, 2014, July 1, 2014, August 30, 2014, September 29, 2014, October 29, 2014, November 28, 2014, December 28, 2014, January 27, 2015, February 26, 2015, March 28, 2015, April 27, 2015, and May 25, 2015, reminding him to use all the benefits of the Reservation Rewards service.

Mr. ********* Reservation Rewards membership was canceled on June 17, 2015 and (75) seventy-five credits of $12 were issued to his account. These credits represent full reimbursement of membership fees that were billed to his account.

Reservation Rewards makes every effort to be straightforward with its offers, allowing consumers to make educated choices regarding the products and services they purchase. For this reason, it puts the most significant details of its offers in a prominent location -- immediately next to the acceptance button (so that a consumer will have those details in front of him or her before joining the service). In addition, Reservation Rewards places its key offer details on the very same page as the “YES!” button rather than requiring a consumer to click through one or more links in order to find these details. Moreover, when a misunderstanding such as the one with Mr. ******* occurs, we are pleased to cancel a customer’s membership, as we have in this instance.

We believe we treated Mr. ******* in a fair and correct manner, and our records reflect that he took several affirmative steps to sign up for the Reservation Rewards service and received multiple communications from us, including a pre-billing notification, prior to the first charge on his credit or debit card. We trust this resolves this matter, however, if you have questions or need additional information, please do not hesitate to contact me.

Sincerely,
****** ** *******
Manager, Customer Relations

6/11/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Shoppers Discount continues to charge my credit card $12 per month and I have no idea why or for what service. I have called numerous times and am put on hold. I have never spoken to anyone so I can't get them to stoop charging a monthly fee.

Desired Settlement: Stop charging my account and provide refund.

Business Response:  

This letter is a response to your correspondence regarding the
complaint of Mr. **** ****.

 

Our records show that Mr. **** completed an online transaction at *********** on November
18, 2008. After completing the transaction he was offered a free 30-day trial
of our Shopper Discounts & Rewards service and $10 Off Your Next Purchase
for trying our service, which he accepted. 




Mr. **** accepted the trial membership offer for Shopper Discounts &
Rewards by entering the email address ****************** twice and
then clicking the “YES!” button on the page. Immediately to the left of the
“YES!” button are the “Offer and Billing Details.”  The Offer and Billing Details set forth the
terms of the offer, including the $12 monthly membership fee following the free
trial and advise the consumer that the fee will be billed to the credit or
debit card he used for his transaction with *******. Immediately above the location
on the offer page where Mr. **** entered his email address twice and clicked “Yes”
is the following statement:

 

“By entering my email address as my
electronic signature and clicking YES, I have read and agree to the Offer and
Billing Details and authorize ******* to securely transfer my name, address and
credit or debit card information to Shopper Discounts & Rewards for billing
and benefit processing.”

 

Thus, by accepting the offer, Mr. **** agreed that the Shopper
Discounts & Rewards $12 monthly membership fee would be billed to the
credit or debit card used in connection with his transaction with *******.
Immediately after clicking the “YES!” button, Mr. **** was taken to another
screen welcoming him to the program.  This
page advised Mr. **** that he had just joined Shopper Discounts & Rewards.
Within the next few minutes, Mr. **** was sent two emails from us including his
membership kit and password and reminding him to use his $10 Off Your Next
Purchase.  





On November 18, 2008, we sent Mr. **** an email explaining how to
access the Discounts & Rewards membership. We also sent Mr. **** an email
with the PIN code assigned to him $10 Off Your Next Purchase.  On November 25, 2008, we sent Mr. **** an
email reminding him to use the benefits of his membership. On December 6, 2008, we sent Mr. **** an email to remind him that the free trial membership would conclude
on December 18, 2008, and at
that time, he would be billed
the monthly membership fee. The email also included our toll-free
telephone number if he wished to cancel, in which event, he would not be
charged.  

 

Mr. **** was charged the
first $12 monthly membership fee at the end of his free trial membership on December 18,
2009. That same day, we sent Mr.
**** an email reminding him of the benefits of the membership.  Mr. **** was charged the monthly membership fee from December of 2009 to March of 2015.  In
addition, we continued to send emails to Mr. **** on the following dates: ******* *** ***** ******** *** ***** ***** *** ***** ***** *** ***** *** *** ***** **** *** ***** **** *** ***** ****** *** ***** ********* *** ***** ******* *** ***** ******** *** ***** ******** *** ***** ******* *** ***** ******** *** ***** ***** *** ***** ***** *** ***** *** *** ***** **** *** ***** **** *** ***** ****** *** ***** ********* *** ***** ******* *** ***** *** ******** *** ***** ******** *** ***** ******* *** ***** ******** *** ***** ***** *** ***** ***** *** ***** *** *** ***** **** *** ***** **** *** ***** ****** *** ***** ********* *** ***** ******* *** ***** ******** *** ***** ******** *** ***** ******* *** ***** ******* *** ***** ***** *** ***** ***** *** ***** ***** *** ***** *** *** ***** **** *** ***** **** *** ***** ****** *** ***** ********* *** ***** ******* *** ***** ******** *** ***** ******** *** ***** ******* *** ***** ******** *** ***** ***** *** ***** ***** *** ***** *** *** ***** **** *** ***** **** *** ***** ****** *** ***** ********* *** ***** ******** *** ***** ******** *** ***** ******* *** ***** ******** *** ***** ***** *** ***** ***** *** ***** *** *** ***** **** *** ***** **** *** ***** ****** *** ***** ********* *** ***** ******* *** ***** ******** *** ***** ******** *** ***** ******* *** ***** ******** *** **** *** ***** *** **** reminding
him to use all the benefits of
the Shopper Discounts & Rewards service.

 



Our records indicate that Shopper Discounts and Rewards attempted
to bill Mr. ****** account on March 18, 2015. 
Four charges of $12 were disputed and charged back to Shopper Discounts
and Rewards resulting in cancellation of his account.  Those four charges of $12 were not required from
Mr. ****.  In addition, (72) seventy-two
credits of $12 were issued to his account on May 29, 2015.  These credits represent full reimbursement of
membership fees that were billed to his account.

 

Shopper Discounts & Rewards makes every effort to be
straightforward with its offers, allowing consumers to make educated choices
regarding the products and services they purchase. For this reason, it puts the
most significant details of its offers in a prominent location -- immediately
next to the acceptance button (so that a consumer will have those details in
front of him or her before joining the service). In addition, Shopper Discounts
& Rewards places its key offer details on the very same page as the “YES!”
button rather than requiring a consumer to click through one or more links in
order to find these details. Moreover, when a misunderstanding such as the one
with Mr. **** occurs, we are pleased to cancel a customer’s membership, as we
have in this instance.   

 

We believe we treated Mr. **** in a fair and correct manner,
and our records reflect that Mr. **** took several affirmative steps to sign up
for the Shopper Discounts & Rewards service and received multiple
communications from us, including a pre-billing notification, prior to the
first charge on his credit or debit card. 
We trust this resolves this matter, however, if you have questions or
need additional information, please do not hesitate to contact me.

 

Sincerely,

****** ** *******

Manager, Customer Relations

 

5/3/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My husband and I have noticed a recurring 10.00 charge on our debit card under "Reservation Rewards" for quite a while now, and while I check my bank account statement daily on a religious basis, I never put two and two together that this was not a charge that had been approved by my husband or myself. We put our heads together last night and did an online Google search for Reservation Rewards and realized that this was NOTHING that either of us had knowingly signed up for, and today began my investigation into what was going on. In doing this, I discovered as far back as my back account was visible (since October 2014), this 10.00 amount has been being deducted on the 15th of every month. I contacted my bank who then advised me to follow up with the company to further investigate and request a refund. I ultimately contacted the Reservation Rewards customer service number (************* and stated that they have been charging our account the above amount as far back as October 2014 and asked what/how they got our information. They said that we had "signed up" for their service through Collections Etc., that they sent us e-mails updating us that they were charging us, and said that they'd cancel our membership and refund us 80.00 in three to five business days. I then inquired as to how long we've been "signed up" for this membership, to which I about fell over when they responded "July 16, 2007." I'm was absolutely ASTONISHED AND FURIOUS and am now sitting here filing a complaint, as in doing just rough math, this company has managed to take us to the cleaners for almost $1000.00 over the time period of then to now. I was in contact with my own ** ***, who advised me to contact the ** *** as this was where the business was located. I did see that this has been going on for a number of years with this company and have no idea what, if anything, can be done at this point, but am angry and frustrated enough to at least file a complaint and see if we can recup any of that money.

Desired Settlement: I have no idea how this process works, but it seems to me that a mere 80.00 refund after this company has taken me, and several others, to the cleaners over the years, unbeknownst to us, is not even a slap on their hands. I feel they should be responsible for refunding us our money in full.

Business Response:

 

 

This letter is a response to your correspondence regarding the complaint of Mrs. **** *****

 

Our records show that Mr. **** ***** completed an online transaction at ********************** on July 16, 2007. After completing the transaction he was offered a free 30-day trial of our Reservation Rewards service and a $15 Cash Back Reward for trying our service, which he accepted. 


Mr. ***** accepted the trial membership offer for Reservation Rewards by entering his email address
****************** twice and then clicking the “YES!” button on the page.  Immediately to the left of the “YES!” button are the “Offer and Billing Details.”  The Offer and Billing Details set forth the terms of the offer, including the $10 monthly membership fee following the free trial and advise the consumer that the fee will be billed to the credit or debit card he used for his transaction with Collections Etc.

 

Thus, by accepting the offer, Mr. ***** agreed that the Reservation Rewards $10 monthly membership fee would be billed to the credit or debit card used in connection with his transaction with CollectionsEtc.com. Immediately after clicking the “YES!” button, Mr. ***** was taken to another screen welcoming him to the program. This page advised Mr. ***** that he had just joined Reservation Rewards. Within the next few minutes, Mr. ***** was sent two emails from us including his membership kit and password and reminding him to use his $15 Cash Back Award.  

Mr. ***** was charged the first $10 monthly membership fee at the end of his free trial membership on August 15, 2007. That same day, we sent Mr. ***** an email reminding him of the benefits of the membership.  Mr. ***** was charged the monthly membership fee from August of 2007 to April of 2015.  In addition, we continued to send monthly emails to Mr. ***** reminding him to use all the benefits of the Reservation Rewards service.

 

Mr. ***** can be assured that his Reservation Rewards membership was canceled and credits totaling $80.00 were issued to his account on April 28, 2015.  We have requested that the additional credits of $850.00 also be issued to his account.  These credits represent full reimbursement of membership fees that were billed to his account.

 

Reservation Rewards makes every effort to be straightforward with its offers, allowing consumers to make educated choices regarding the products and services they purchase. For this reason, it puts the most significant details of its offers in a prominent location -- immediately next to the acceptance button (so that a consumer will have those details in front of him or her before joining the service). In addition, Reservation Rewards places its key offer details on the very same page as the “YES!” button rather than requiring a consumer to click through one or more links in order to find these details. Moreover, when a misunderstanding such as the one with Mr. ***** occurs, we are pleased to cancel a customer’s membership, as we have in this instance.   

 

We trust this resolves this matter, however, if you have questions or need additional information, please do not hesitate to contact me.

 

Sincerely,

****** ** *******

Manager, Customer Relations

 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I received a refund in the amount of $80.00 to our account, effective April 30. Does this also mean, per the explanation from the business, that I should expect full reimbursement of the other $850, and if so, when does that happen?

Sincerely,

**** *****

4/15/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently found out the my debit card was being charged $12.00 per month. I never noticed it until now, but it dates all the way back to 2009 and came out to over 300 dollars they had taken from me. I notified my bank immediately after I had found out about it. Let alone I should of watched my bank account closer but I spend $12.00 dollars here and there frequently. My bank would only refund $36.00 dollars. I also went to the website for shoppers discount and asked for a password for my email address to see if I had ever bought anything from the site. They sent me a password and I went in and checked purchase history and found that I have never purchased anything from there. Little bit of error on my part for not watching my account closely but when does it make it right to steal from somebody if you don't get caught? I checked online about this company and it seems there is a lot of this going around. People are saying that when you buy something online that a pop up comes up from them and asks if you want to save money and as soon as you click on it they get your information and automatically sign you up for a membership. Shouldn't you have to fill something out for a membership and if so I wouldn't of sign up for 12 dollars a month. Let alone I never received any emails from shoppers discounts this whole time, if I were a member I would imagine I would have received something from them. It also said online that they do this with big known company's like pizza hut and such. Seems like to me that they are playing the game of "I'm stealing and that's ok, if I don't get caught.

Desired Settlement: the 300+ dollars they charged to my card without my approval.

Business Response:  

This letter is a response to Mr. ******** ********** complaint
regarding Shoppers Discounts & Rewards.

 

Our records show that Mr. ******** completed an online transaction
at www.***.com on January 6, 2009. After completing the
transaction he was offered a free 30-day trial of our Shopper Discounts &
Rewards service and a $10 Cash Back Award for trying our service, which he accepted.



Mr. ******** accepted the trial membership offer for Shopper Discounts &
Rewards by entering the email address ******************* twice and
then clicking the “YES!” button on the page. Immediately to the left of the
“YES!” button are the “Offer and Billing Details”.  The Offer and Billing Details set forth the
terms of the offer, including the $12 monthly membership fee following the free
trial and advise the consumer that the fee will be billed to the credit or
debit card he used for his transaction with ***************
Immediately above the location on the offer page where Mr. ******** entered his
email address twice and clicked “Yes” is the following statement:.

 

“By entering my email address as my
electronic signature and clicking YES, I have read and agree to the Offer and Billing
Details and authorize ***.com to securely transfer my name, address and credit
or debit card information to Shopper Discounts & Rewards for billing and
benefit processing.”

 

Thus, by accepting the offer, Mr. ******** agreed that the Shopper Discounts
& Rewards $12 monthly membership fee would be billed to the credit or debit
card used in connection with his transaction with ***.com.
Immediately after clicking the “YES!” button, Mr. ******** was taken to another
screen welcoming him to the program. This page advised Mr. ******** that he had
just joined Shopper Discounts & Rewards. Within the next few minutes, Mr. ********
was sent two emails from us including his membership kit and password and
reminding him to use his $10 Cash Back Award. 






On January 7, 2009, we sent Mr. ******** an email explaining how to
access the Shopper Discounts & Rewards membership. On January 7, 2009, we
sent Mr. ******** an email reminding him to use the benefits of his membership.
On January 24, 2009, we sent Mr. ******** an email to remind him that the free trial
membership would conclude on February 5, 2009, and at that time, he would
be billed the monthly membership fee. The email also included our
toll-free telephone number if he wished to cancel, in which event, he would not
be charged.

 

Mr. ******** was charged the
first $12 monthly membership fee at the end of his free trial membership on January
6, 2009. That same day, we sent Mr.
******** an email reminding him of the
benefits of the membership.  Mr. ********
was charged the monthly membership fee
from January of 2009 to March
of 2015.  In addition, we continued to send emails to Mr.
******** on the following dates: March 7,
2009, April 6, 2009, May 6, 2009, June 5, 2009, July 5, 2009, August 4, 2009,
September 3, 2009, October 3, 2009, November 2, 2009, December 2, 2009, January
1, 2010, January 31, 2010, March 6, 2010, April 1, 2010, May 1, 2010, May 31,
2010, June 30, 2010, July 30, 2010, August 28, 2010, September 27, 2010,
October 27, 2010, November 26, 2010, December 26, 2010, January 25, 2011,
February 24, 2011, March 26, 2011, April 25, 2011, May 25, 2011, June 24, 2011,
July 24, 2011, August 23, 2011, September 22, 2011, October 22, 2011, November 21,
2011, December 22, 2011, January 20, 2012, February 19, 2012,  March 20, 2012, April 19, 2012, May 19, 2012,
June 18, 2012, July 18, 2012, August 17, 2012, September 16, 2012, October 16,
2012, November 15, 2012, December 15, 2012, January 14, 2013, February 13,
2013, March 16, 2013, April 15, 2013, May 15, 2013, June 14, 2013, July 14,
2013, August 13, 2013, September 12, 2013, October 12, 2013, November 11, 2013,
December 12, 2013, January 10, 2014, February 9, 2014, March 11, 2014, April
10, 2014, May 10, 2014, June 9, 2014, July 9, 2014, August 8, 2014, September
7, 2014, October 7, 2014, November 6, 2014, December 6, 2014, January 5, 2015, February
4, 2015 and March 6, 2015, reminding him to use all the benefits of the Shopper
Discounts & Rewards service.







Mr. ********’s Shopper
Discounts & Rewards membership was canceled on March 26, 2015.  Our records indicate that Mr. ********
disputed four membership fees of $12 and they were charged back to Shopper
Discounts & Rewards.  As a result
those four membership fees were not required from Mr. ********.  Further, seventy (70) credits of $12 were
refunded back to Mr. ********’s account. 
These credits represent full reimbursement of membership fees that were successfully
billed to his account.

 

Shopper Discounts & Rewards makes every effort to be
straightforward with its offers, allowing consumers to make educated choices
regarding the products and services they purchase. For this reason, it puts the
most significant details of its offers in a prominent location -- immediately
next to the acceptance button (so that a consumer will have those details in
front of him or her before joining the service). In addition, Shopper Discounts
& Rewards places its key offer details on the very same page as the “YES!”
button rather than requiring a consumer to click through one or more links in
order to find these details. Moreover, when a misunderstanding such as the one
with Mr. ******** occurs, we are pleased to cancel a customer’s membership, as
we have in this instance.

 

We trust this resolves this matter, however, if you have
questions or need additional information, please do not hesitate to contact me.

 

Sincerely,

****** ** *******

Manager, Customer Relations

Consumer Response:  
Complaint: ********

I am rejecting this response because: I do remember purchasing a movie from *** a long time ago but those emails about them sending reminders of benefits through email I never got. I have all my emails for this year and never recieved any emails this year about it. I can't say any earlier than that cause it doesn't go back that far. It's so far back I can't remember what I did when I purchased the movie. I don't know if I signed up for this or not. But I wouldn't have if they were going to charge 12.00 a month.

Sincerely,

******** ********

3/25/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been charged $12 a month by reservation rewards since June of 2009 for a total of $816. I was advised that I had agreed to the charges by way of ********* air's website. I have never used these services and do not even have access to an account through the internet. I have attempted numerous times (upon realizing I had subscribed to this service) to retrieve my pasword but to no avail. I am unsure as to how this business would have obtained my credit card information as I did not have this the credit card that is being charged in June of 2009. I respectfully request a full refund for these unauthorized charges.

Desired Settlement: A full refund in the amount of $816

Business Response:

 

 

This letter is a response to your correspondence regarding the complaint of *** ****** ********.

 

Our records show that *** ******** completed an online transaction at ******************** on June 5, 2009. After completing the transaction she was offered a free 30-day trial of our Reservation Rewards service and a $20 Cash Back Incentive for trying our service, which she accepted. 


*** ******** accepted the trial membership offer for Reservation Rewards by entering her email address
***************** twice and then clicking the “YES!” button on the page.  Immediately to the left of the “YES!” button are the “Offer and Billing Details.”  The Offer and Billing Details set forth the terms of the offer, including the $12 monthly membership fee following the free trial and advise the consumer that the fee will be billed to the credit or debit card he used for her transaction with *****************

 

Thus, by accepting the offer, *** ******** agreed that the Reservation Rewards $12 monthly membership fee would be billed to the credit or debit card used in connection with her transaction with ****************. Immediately after clicking the “YES!” button, *** ******** was taken to another screen welcoming her to the program. This page advised *** ******** that she had just joined Reservation Rewards. Within the next few minutes, *** ******** was sent two emails from us including her membership kit and password and reminding her to use her $20 Cash Back Incentive.  

*** ******** was charged the first $12 monthly membership fee at the end of her free trial membership on July 5, 2009. That same day, we sent *** ******** an email reminding her of the benefits of the membership.  *** ******** was charged the monthly membership fee from July of 2009 to February of 2015.  In addition, we continued to send emails to *** ******** reminding her to use all the benefits of the Reservation Rewards service.

 

*** ******** can be assured that her Reservation Rewards membership was canceled and credits totaling $816 were issued to her account. 

 

Reservation Rewards makes every effort to be straightforward with its offers, allowing consumers to make educated choices regarding the products and services they purchase. For this reason, it puts the most significant details of its offers in a prominent location -- immediately next to the acceptance button (so that a consumer will have those details in front of him or her before joining the service). In addition, Reservation Rewards places its key offer details on the very same page as the “YES!” button rather than requiring a consumer to click through one or more links in order to find these details. Moreover, when a misunderstanding such as the one with *** ******** occurs, we are pleased to cancel a customer’s membership, as we have in this instance.   

 

We trust this resolves this matter, however, if you have questions or need additional information, please do not hesitate to contact me.

 

Sincerely,

****** ** *******

Manager, Customer Relations

 

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

I have never received an email from this company, I did not even receive an email from them when I cancelled the service which made me question whether or not they even processed my cancellation. If you look at your records you can clearly see that I have never logged into your website, I didn't even know your company's website address until a few days ago! These "credits" you speak of? I don't even know how to access them. As I explained in my earlier message I have another rewards program that I use and believed this charge related to that, it wasn't until last week that I realize I was paying for something i've never used or received access to. As mentionned I also question how you have my credit card information as this would not have been the credit card I used to book my trip back in 2009. Once again, I request a full refund as I have never used this service nor have I received access to its benefits.

Sincerely,

****** ********

Business Response: This letter is a response to your further correspondence
regarding the complaint of Ms. ****** *********

 

Ms. ******** can be assured that her Reservation Rewards membership was canceled and credits
totaling $816 were issued on March 10, 2015 to the same ****
account that the membership fees were deducted from. 

 

We trust this resolves this matter, however, if you have
questions or need additional information, please do not hesitate to contact me.

 

Sincerely,

****** ** *******

Manager, Customer Relations

Tell us why here...

Consumer Response: Thank you very much for resolving this matter. It is greatly appreciated

3/11/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been unwittingly signed up as a member of *********** *******, a Web Loyalty company, since 2008. As the typical story goes, the $12 charges on my **** went unnoticed. I have been cutting down on my expenses and keeping better track of where my money goes. Today, February 19, 2015, I noticed and contacted *********** ******* to investigate and cancel my membership. This membership was initiated during the checkout of a ******** movie ticket purchase. At least 6 years later, and no services redeemed, I have paid *********** ******* over $850 and received absolutely nothing in return.

Desired Settlement: Ideally, I would like to see a detailed record of the charges to my account and a full refund for the amounts charged under my account for the duration of my membership due to unethical practices with respect to the manner by which membership and billing was initiated and continued. I would accept no less than a 50% refund of the total amount paid for the duration of my membership due to unsatisfactory products and services delivered which includes the following: 1. There was no effort on behalf of *********** ******* to make products and services readily available. 2. There was no effort made by *********** ******* to update customer information or make customer aware of their continued membership for 6+ years.

Business Response: This letter is a
response to your further correspondence regarding *** ******** complaint.

 

Our records show that*** ****** completed
an online transaction at **************** on July 17, 2008. After completing the transaction she
was offered a free 30-day trial of our *********** ******* service.



*** ****** accepted the trial membership offer for *********** ******* by
entering her email address **************************
twice and then clicking the “YES!” button on the page.  Immediately to the left of the “YES!” button
are the “Offer and Billing Details”.  The
Offer and Billing Details set forth the terms of the offer, including the $12 monthly
membership fee following the free trial and advise the consumer that the fee
will be billed to the credit or debit card he used for his transaction with ********. Immediately above the location on the
offer page where he entered his email address twice and clicked “Yes” is the
following statement:

 

By
entering my email address as my electronic signature and clicking YES, I have
read and agree to the Offer and Billing Details and authorize ******** to
securely transfer my name, zip code and credit or debit card information to
*********** ******* for billing and benefit processing.

 

Thus, by accepting the offer,*** ****** agreed that the *********** ******* $12 monthly membership fee would be
billed to the credit or debit card used in connection with her transaction with
********. Immediately after clicking the
“YES!” button, he was taken to another screen welcoming her to the program.
This page advised her that she had just joined *********** *******. Within the
next few minutes, she was sent two emails from us including his membership kit
and password. 





We sent *** ****** an email reminding
her to use the benefits of her membership.  We
sent *** ****** an email to
remind her that the free trial membership would conclude on August 16, 2008 and
at that time, she would be
billed the monthly membership fee. The email also included our toll-free
telephone number if she wished to cancel, in which event, she would not be
charged.  

 

*** ****** was charged the first $12 monthly membership fee at the end of her free
trial membership on August 16, 2008. That same day, we sent her an
email reminding him of the benefits of the membership.  *** ****** was charged the monthly membership fee from August of 2008 to February of 2015.  In
addition, we continued to send emails to her emails reminding her to use all the benefits of the *********** ******* service.

 



*** ******’s Reservation
Rewards membership was canceled on February
21, 2015 and seventy-nine credits of $12 were issued to her
account.  These credits represent full reimbursement
of *********** ******* membership fees that were billed to her account.

 

*********** ******* makes
every effort to be straightforward with its offers, allowing consumers to make
educated choices regarding the products and services they purchase. For this
reason, it puts the most significant details of its offers in a prominent
location -- immediately next to the acceptance button (so that a consumer will
have those details in front of him or her before joining the service). In
addition, *********** ******* places its key offer details on the very same
page as the “YES!” button rather than requiring a consumer to click through one
or more links in order to find these details. Moreover, when a misunderstanding
such as the one with *** ****** occurs, we are pleased to cancel a customer’s
membership, as we have in this instance.   


 

We believe we treated *** ****** in a fair and correct manner, and our records reflect that he took
several affirmative steps to sign up for the *********** ******* service and
received multiple communications from us, including a pre-billing notification,
prior to the first charge on his credit or debit card.  We trust this resolves this matter, however,
if you have questions or need additional information, please do not hesitate to
contact me.

 

Sincerely,

****** ** *******

Manager,
Customer Relations

 

10/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: To: ************************************** August 31, 2014 at 12:58 PM The charges to my credit card account are false and fraudulent based upon a slyly shrouded, imposed "membership". ** *********** ******* services were requested, approved, confirmed, or rendered and all charges to my credit card account shall be refunded immediately.Per *********** ******** online posted "Membership Terms of Service", item 5. RENEWAL: Unless member notifies ** of his/her intention not to renew the membership prior to renewal by verbal notice, via a letter (off line) to the Customer Service Department, via an online cancel center ( if available) or via an interactive voice response unit ( if available), the membership and the agreement will be renewed....."This email/ letter has been mailed to the address provided by *********** ******* website (the only information source re************ *******) per item 5 instructions.In addition to this written letter sent by email and ** ****, verbal notice was also attempted by calling the Customer Service number provided by *********** ******* (###-###-####). An "Automated Voice Attendant" merely reiterated the customer service hours of M-F 8AM - 11PM (ET).Another call to the customer service number will be made during the advertised business hours to clearly state "DO NOT RENEW' this (non) "membership AND REFUND ALL CHARGES SINCE 3/19/14".My credit card company and the Better Business Bureau have already been formally notified of *********** ******* online "membership" activity.

Desired Settlement: *********** ******* to refund all charges to my credit card and "cease and desist" all predatory, imposed "membership" activities online and anywhere else.

Business Response:  
Our records show that *** ****** ******* completed an online transaction at ******************** on February 17, 2014.  After completing the transaction she was offered a free 30-day trial of our *********** ******* service and $20 Cash Back for trying our service, which she accepted. 

*** ******* accepted the trial membership offer for *********** ******* by entering her name, address, card information and email address and then clicking the “YES!” button on the page. Immediately to the left of the “YES!” button are the “Offer and Billing Details”.  The Offer and Billing Details set forth the terms of the offer, including the $14 monthly membership fee following the free trial and advise the consumer that the fee will be billed to the credit or debit card he used for his transaction with **************.
 
“By completing the information below and entering your email address as your electronic signature you confirm that you have read and agree to the Offer and Billing Details and after your FREE trial of 30 days you authorize *********** ******* to use the information you provided for billing the membership fee of $14 a month until you cancel.”
 
Thus, by accepting the offer, *** ******* agreed that the *********** ******* $14 monthly membership fee would be billed to the credit or debit card used in connection with her transaction with ****************. Immediately after clicking the “YES!” button, she was taken to another screen welcoming her to the program.


We sent *** ******* an email reminding her to use the benefits of her membership. On March 6, 2014, we sent *** ******* an email to remind her that the free trial membership would conclude on March 18, 2014, and at that time, she would be billed the monthly membership fee. The email also included our toll-free telephone number if she wished to cancel, in which event, she would not be charged.  
 
*** ******* was charged the first $14 monthly membership fee at the end of her free trial membership on March 19, 2014. That same day, we sent her an email reminding her of the benefits of the membership.  She was charged the monthly membership fee from March of 2014 to August of 2014.  In addition, we continued to send emails to her emails on the following dates:  April 17, 2014, May 17, 2014, June 16, 2014, July 16, 2014, and August 15, 2014, reminding her to use all the benefits of the *********** ******* service.
 
*** *******’s *********** ******* membership was canceled and six credits of $14 were issued to her account on September 3, 2014.  These credits represent full reimbursement of membership fees that were billed to *** *******’s account.
 
*********** ******* makes every effort to be straightforward with its offers, allowing consumers to make educated choices regarding the products and services they purchase. For this reason, it puts the most significant details of its offers in a prominent location -- immediately next to the acceptance button (so that a consumer will have those details in front of him or her before joining the service). In addition, *********** ******* places its key offer details on the very same page as the “YES!” button rather than requiring a consumer to click through one or more links in order to find these details. Moreover, when a misunderstanding such as the one with *** ******* occurs, we are pleased to cancel a customer’s membership, as we have in this instance.   
 
We trust this resolves this matter, however, if you have questions or need additional information, please do not hesitate to contact me.
 
Sincerely,
****** ** *******
Manager, Customer Relations
 
 

9/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I unknowingly signed up for this program when signing up for the website ******** back in September of 2006. The company has been deducting $10 from my debit card every month since, and I was completely unaware of it until I received an email from them today, August 13, 2014. I clicked on the email, and the company some how had all of my card information as well as information about my previous address. I checked my statements and sure enough, *********** ******* is listed and $10 per month has been deducted.I feel this is a shady business practice, and I would like a refund for the $10 per month that was deducted unknowingly since September of 2006.

Desired Settlement: I would like a refund from September of 2006 to now, of the $10 per month that was deducted without my express knowledge, if possible.

Business Response: This letter is a response to your correspondence regarding *** ********** complaint.
 
Our records show that *** ****** ******** completed an online transaction at www.********.com on September 23, 2006. After completing the transaction he was offered a free 30-day trial of our *********** ******s service and $10 Cash Back Award for trying our service, which he accepted. 

*** ******** accepted the trial membership offer for *********** ******s by entering his email address ******************* twice and then clicking the “YES!” button on the page.  Immediately to the left of the “YES!” button are the “Offer and Billing Details”.  The Offer and Billing Details set forth the terms of the offer, including the $10 monthly membership fee following the free trial and advise the consumer that the fee will be billed to the credit or debit card he used for his transaction with ********. Immediately above the location on the offer page where he entered his email address twice and clicked “Yes” is the following statement:
 
By entering my email address as my electronic signature and clicking YES, I have read and agree to the Offer and Billing Details and authorize ******** to securely transfer my name, address and credit or debit card information to *********** ******s for billing and benefit processing.
 
Thus, by accepting the offer, *** ******** agreed that the *********** ******s $10 monthly membership fee would be billed to the credit or debit card used in connection with his transaction with ********. Immediately after clicking the “YES!” button, he was taken to another screen welcoming him to the program. This page advised him that he had just joined *********** ******s. Within the next few minutes, he was sent two emails from us including his membership kit and password and reminding him to obtain his $10 Cash Back Award. 


On September 23, 2006, we sent *** ******** an email reminding him to use the benefits of his membership. On October 9, 2006, we sent *** ******** an email to remind him that the free trial membership would conclude on October 23, 2006 and at that time, he would be billed the monthly membership fee. The email also included our toll-free telephone number if he wished to cancel, in which event, he would not be charged.  
 
*** ******** was charged the first $10 monthly membership fee at the end of his free trial membership on October 23, 2006. That same day, we sent him an email reminding him of the benefits of the membership.  *** ******** was charged the monthly membership fee from October 2006 to July of 2014.  In addition, we continued to send emails to him on the following dates, November 22, 2006, December 22, 2006, January 21, 2007, February 20, 2007, March 22, 2007, April 21, 2007, May 24, 2007, June 20, 2007, July 20, 2007, August 19, 2007, September 18, 2007, October 18, 2007, November 21, 2007, December 17, 2007, January 16, 2008, February 15, 2008, March 16, 2008, April 15, 2008, May 15, 2008, June 14, 2008, July 14, 2008, August 13, 2008, September 12, 2008, October 12, 2008, November 11, 2008,  December 11, 2008, January 10, 2009, February 9, 2009, March 11, 2009, April 10, 2009, May 10, 2009, June 9, 2010, July 9, 2009, August 8, 2009, September 7, 2009, October 7, 2009, November 6, 2009, December 6, 2009, January 5, 2010, February 4, 2010, March 6, 2010, April 5, 2012, May 5, 2010, June 4, 2010, July 4, 2010, August 3, 2010, September 1, 2010, October 1, 2010, October 31, 2010, December 1, 2010, December 31, 2010, January 30, 2011, March 1, 2011, March 31, 2011, April 30, 2011, May 30, 2011, June 29, 2011, July 29, 2011, August 28, 2011, September 27, 2011, October 27, 2011, December 26, 2011, January 25, 2012, February 24, 2012, March 25, 2012, April 24, 2012, May 24, 2012, June23, 2012, July 23, 2012, August 22, 2012, September 21, 2012, October 21, 2012, November 20, 2012, December 20, 2012, January 19, 2013, February 18, 2013, March 20, 2013, April 19, 2013, May 19, 2013, June 18, 2013, July 18, 2013, August 17, 2013, September 16, 2013, October 16, 2013, November 15, 2013, December 15, 2013, January 14, 2014, February 13, 2014, March 15, 2014, April 14, 2014, May 14, 2014, June 13, 2014, July 13, 2014, and August 12, 2104, reminding him to use all the benefits of the *********** ******s service.
 
*** ********’s *********** ******s membership was canceled on August 14, 2014 and credits totaling $960 were issued to his account.  These credits represent full reimbursement of membership fees that were billed to his account.
 
*********** ******* makes every effort to be straightforward with its offers, allowing consumers to make educated choices regarding the products and services they purchase. For this reason, it puts the most significant details of its offers in a prominent location -- immediately next to the acceptance button (so that a consumer will have those details in front of him or her before joining the service). In addition, *********** ******s places its key offer details on the very same page as the “YES!” button rather than requiring a consumer to click through one or more links in order to find these details. Moreover, when a misunderstanding such as the one with *** ******** occurs, we are pleased to cancel a customer’s membership, as we have in this instance.   
 
We believe we treated *** ******** in a fair and correct manner, and our records reflect that he took several affirmative steps to sign up for the *********** ******s service and received multiple communications from us, including a pre-billing notification, prior to the first charge on his credit or debit card.  We trust this resolves this matter, however, if you have questions or need additional information, please do not hesitate to contact me.
 
Sincerely,
****** ** *******
Manager, Customer Relations
 

9/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My membership (both ******** *** ******** *******) was cancelled without any notification. I changed my credit card payment method to an international credit card (not issued in United States), then my membership got cancelled immediately.I spoke with 3 customer services over the phone, hoping I can get my membership back by switching to another credit card. Unfortunately, 3 of them were very rude to me. All of them said once it got cancelled and you can never get it back. They even suggested me to registered another third party website (********************), which is totally neither ******** *** ******** *******.I am unsatisfied of the following:1. Rudeness of the phone customer service. Kept telling me I am no longer their customer anymore because they cancelled the membership.2. No notification at all when cancelling your membership: no email no phone call no mail.3. Once you got cancelled, you can never get back.

Desired Settlement: 1. Formal apology letter in the mail of the above 3 unsatisfying things in the above list2. Improvement in the management level that customers got notifications when the credit payment method was not successful3. My cashback money back from Shoppers4. Reinstate my membership (******** *** ******** *******)Thank you.

Business Response:

This letter is a response to your correspondence regarding *** **** complaint.
 
We apologize for any inconvenience *** ** may have experienced.  *** ** can be assured that both her memberships were reinstated.
 
******** *******
Member Id:  ********
 
******* ********* *** *******
Member Id:  ********
 
We trust this resolves this matter, however, if you have questions or need additional information, please do not hesitate to contact me.
 
Sincerely*******  ** *******
Manager, Customer Relations
 

8/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The company *****************************s.com closed my account (*********07) last December. All my validated cashback amount was voided without any previous notice. I have contacted customer service and even CEO email several times without any reply. During last Thanksgiving/Christmas season, I made a lot online purchases using the cashback link provided from *****************************s.com . After they collected the cashback from merchants by my shopping behavior, they voided my cashback account and unjustly occupied all my earnings. This is unfair to me while they gave no reason at all. If not clicking through *****************************s.com, I would definitely earn a lot through their competitors. The company *****************************s.com did got cashback money because of my shopping, but suddenly closed my account and refused to pay any of my account balance to me.

Desired Settlement: Make all my validated account balance available and pay me.

Business Response:  
 
RE:     Chao Zhang / BBB Complaint # 10034473
Shopper Discounts & Rewards


This letter is a response to your correspondence regarding Mr. Zhang’s complaint with Shopper Discounts & Rewards.

Our records show that Mr. Zhang enrolled in the Shopper Discounts and Rewards service on April 30, 2010.  At the time of his enrollment there was no offer that provided 20% off each and every purchase.

Mr. Zhang’s Shopper Discounts & Rewards membership was canceled and a credit in the amount of $12 was issued to his account on December 20, 2013. This credit represents reimbursement of the current monthly membership fee.

Mr. Zhang was informed that per the Shopper Discounts & Rewards Membership Terms of Service, we have elected to terminate his membership in Shopper Discounts & Rewards effective December 19, 2013.

Upon receiving Mr. Zhang’s complaint, a full review of Mr. Zhang’s pending purchases was audited and a check in the amount of $624.61 will be processed by mid-June.  This refund amount represents reimbursement of the actual percentage rates Mr. Zhang was entitled to on his purchases versus the 20% he was earning on each and every purchase.
 
We hope this letter provides more clarification to Mr. Zhang as to the reasoning of his Shopper Discounts and Rewards membership cancellation. 

Sincerely,
Trisha J. Hoffman
Manager, Customer Relations

Consumer Response:  
Complaint: 10034473

I am rejecting this response because:

 
I appreciate the business's oral good faith, however, it is easier said than done. There is no sign yet that this business has made any substantial processes towards solving the problem. They even did not provide any timeline, which makes me to deeply doubt their "good faith", especially after considering the fact that they have kept refusing to communicate with me for half a year. The action to realize the oral promise is much more important. 

Sincerely,

Chao Zhang

Business Response:  
 
RE:     Chao Zhang / BBB Complaint # 10034473 - Shopper Discounts & Rewards


This letter is a response to your correspondence regarding Mr. Zhang’s further complaint with Shopper Discounts & Rewards.

In a good faith effort to resolve Mr. Zhang’s complaint, we are re-calculated his refund amount to represent the 20% off each and every one of Mr. Zhang’s purchases even though he was not eligible to receive 20% off all of his covered purchases.  The refund amount of the rebate check is $4,451.88 and Mr. Zhang will receive his check within the next three weeks.

Please let me know if you have any further questions or concerns.

Sincerely,
Trisha J. Hoffman
Manager, Customer Relations

8/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Don't ever remember opting into a subscription and been billed by this company $12 a month for a long time. I look over my online statement for any glaring errors. This error had not been glaring enough to catch my attention for over three years. I've never been called or emailed to let me know that I am not using or even have this service.At the end of the day I should have noticed the charges on my statement long ago, but I still feel like I got totally scammed.It was easy to cancel the subscription by calling the number on the phone statement. However, I believe that billing unknowing subscribers makes up the MAJORITY of their revenue and constitutes a shameful business model.

Desired Settlement: They can feel free to check my records and see that I never used their services. This should be an indication that I wasn't even aware I had a subscription. I think this warrants a full refund for all charges.

Business Response:  
Complaint ID:            ********
 
Dear *** ****:
 
Thank you for your recent correspondence regarding *** ******* ******* concerns with canceling his membership.
 
After an investigation of our databases, we were unable to locate a membership for *** ******* ***** in our database with the information he provided (**** ******* ***** ****** ** ***** email **************************).  In order to complete a more thorough search, please provide any previous email and/or home address (if applicable) and the membership number so I may locate his membership and resolve *** ******* concerns. 
 
We apologize for any confusion or inconvenience *** ***** may have experienced. 
 
Sincerely,
****** ** *******
Manager, Customer Relations
 
 

Consumer Response:  
Complaint: ********

I am rejecting this response because: they requested further information.

 
The name could be ******* ***** ** ******* *****.  The address is correct as it was read to me by an employee at the company.  I am unsure which email address was associated with the account, but the rest of the information should be enough.  Look for any account with the last name ***** that cancelled their subscription in the last 10 days - there will only be one - that's me.
 
Here is a copy of one of this year's bank transactions:
******** ***** ***** *** ******** *********** ****** ************ ** **************** *************** *********   ****** ******** ***** ***** *** ******** *********** ****** ************ ** **************** *************** *********   ****** ******** ***** ***** *** ******** *********** ****** ************ ** **************** *************** *********   ****** ******** ***** ***** *** ******** *********** ****** ************ ** **************** *************** *********   ****** ******** ***** ***** *** ******** *********** ****** ************ ** **************** *************** ********* ***********   ****** ******** ***** ***** *** ******** *********** ****** ************ ** **************** *************** *********   ****** ******** ***** ***** *** ******** *********** ****** ************ ** **************** *************** *********




  $12.00

Sincerely,

******* *****

Business Response:

 

This letter is a response to your correspondence regarding the complaint of *** ******* *****.

 

Our records show that *** ***** completed an online transaction at *********** on August 6, 2008. After completing the transaction he was offered a free 30-day trial of our *********** ******* service and a $20 Cash Back Award for trying our service, which he accepted. 


*** ***** accepted the trial membership offers for *********** ******* by entering the email address *****************
 twice and then clicking the “YES!” button on the page Immediately to the left of the “YES!” button are the “Offer and Billing Details.”  The Offer and Billing Details set forth the terms of the offer, including the $12 monthly membership fee following the free trial and advise the consumer that the fee will be billed to the credit or debit card he used for his transaction transaction with ******** Immediately above the location on the offer page where *** ***** entered his email address twice and clicked “Yes” is the following statement:


By entering my email address as my electronic signature and clicking YES, I have read and agree to the Offer and Billing Details and authorize ******* to securely transfer my name, address and credit or debit card information to *********** ******* for billing and benefit processing.

 

Thus, by accepting the offer, *** ***** agreed that the *********** ******* $12 monthly membership fee would be billed to the credit or debit card used in connection with his transaction with *******. Immediately after clicking the “YES!” button, *** ***** was taken to another screen welcoming him to the programs. The pages advised *** ***** that he had just joined *********** *******. Within the next few minutes, *** ***** was sent an email from us including his membership kit and password and reminding him to use his $20 Cash Back Reward.  

Our records indicate that we sent *** ***** an email explaining how to access the *********** ******* membership. We also sent *** ***** an email reminding him to use the benefits of his membership. We sent *** ***** an email to remind him that the free trial membership would conclude and at that time, he would be billed the monthly membership fee. The email included our toll-free telephone number if he wished to cancel, in which event, he would not be charged.  

 

*** ***** was charged the first $12 monthly membership fee at the end of his free trial membership on September 5, 2008. That same day, we sent *** ***** emails reminding him of the benefits of the membership.  *** ***** was charged the monthly *********** ******* membership fee from September of 2008 to July of 2014.  In addition, we continued to send emails to *** ***** on the following dates: October 5, 2008, November 4, 2008, December 4, 2008, January 3, 2009, February 2, 2009, March 4, 2009, April 3, 2009, May 3, 2009, June 2, 2009, July 2, 2009, August 1, 2009, August 31, 2009, October 4, 2009, October 30, 2009, November 29, 2009, December 29, 2009, January 28, 2010, February 27, 2010, March 29, 2010, April 28, 2010, May 28, 2010, June 27, 2010, July 27, 2010, August 25, 2010, September 24, 2010, October 24, 2010, November 23, 2010, December 23, 2010, January 22, 2011, February 21, 2011, March 23, 2011, April 22, 2011, May 22, 2010, June 21, 2011, July 21, 2011, August 20, 2011, September 19, 2011, October 19, 2011, November 18, 2011, December 18, 2011, January 17, 2012, February 16, 2012, March 17, 2012, April 16, 2012, May 16, 2012, June 15, 2012, July 15, 2012, August 14, 2012, September 13, 2012, October 14, 2012, November 13, 2012, December 13, 2012, February 11, 2013, March 13, 2013, April 12, 2013, May 12, 2013, June 11, 2013, July 11, 2013, August 10, 2013, September 9, 2013, October 9, 2013, November 8, 2013, December 8, 2013, January 7, 2014, February 6, 2014, March 8, 2014, April 7, 2014, May 7, 2014, July 6, 2014 and July 7, 2014, reminding him to use all the benefits of the *********** ******* service.

 

On August 5, 2013, *** *****’s *********** ******* membership was canceled and seventy-one credits of $12 were issued to his account.  These credits represent full reimbursement of membership fees that were billed to *** *****’s account for the *********** ******* service.

 

*********** ******* make every effort to be straightforward with its offers, allowing consumers to make educated choices regarding the products and services they purchase. For this reason, it puts the most significant details of its offers in a prominent location -- immediately next to the acceptance button (so that a consumer will have those details in front of him or her before joining the service). In addition, *********** ******* places its key offer details on the very same page as the “YES!” button rather than requiring a consumer to click through one or more links in order to find these details. Moreover, when a misunderstanding such as the one with *** ***** occurs, we are pleased to cancel a customer’s membership, as we have in this instance.   

 

If you have questions or need additional information, please do not hesitate to contact me.

 

Sincerely,

****** ** *******

Manager, Customer Relations

 

 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Please pass on my thanks to their resolution department.  I was pleasantly surprised by the completeness and speed of the response.


Sincerely,

******* *****

4/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was alerted by a third party financial site of a $12.00 charge that occurred twice this month. When looking at it further, I discovered that these charges went back 5 years -- sometimes once a month and sometimes twice. When I called the number accompanying the charge on my statement, I was met with a rude customer service representative that let me know that it was from ****** **** and indicated that I chose this service. When I explained that I had never lived at the zipcode she provided me and would not have selected a service like theirs (if I had, wouldn't I have used it in the past 5 years?), she acted like I was an idiot and said, "So you've never bought anything from ****** ****?" I explained that someone can use a delivery system without purchasing for silly dining club offers to which the woman audibly scoffed.

Desired Settlement: I would like a complete refund from 2009-present of all erroneous charges. And all the charges were erroneous.

Business Response:

 

This letter is a response to your correspondence regarding the complaint of Ms. Alyssa L. Dimatteo.

 

Our records show that Ms. Dimatteo completed an online transaction at ************** on May 6, 2009.  After completing the transaction she was offered a free 30-day trial of our Complete Savings service and a $10 Cash Back Award for trying our service, which she accepted. 


Ms. Dimatteo accepted the trial membership offer for Complete Savings by entering the email addres
* ************************* twice and then clicking the “YES!” button on the page Immediately to the left of the “YES!” button are the “Offer and Billing Details.”  The Offer and Billing Details set forth the terms of the offer, including the $12 monthly membership fee following the free trial and advise the consumer that the fee will be billed to the credit or debit card she used for her transaction with **************. Immediately above the location on the offer page where Ms. Dimatteo entered her email address twice and clicked “Yes” is the following statement:

 

By entering my email address as my electronic signature and clicking YES, I have read and agree to the Offer and Billing Details and authorize ************** to securely transfer my name, address and credit or debit card information to Complete Savings for billing and benefit processing.

 

Thus, by accepting the offer, Ms. Dimatteo agreed that the Complete Savings $12 monthly membership fee would be billed to the credit or debit card used in connection with her transaction with **************. Immediately after clicking the “YES!” button, Ms. Dimatteo was taken to another screen welcoming her to the program. This page advised Ms. Dimatteo that she had just joined Complete Savings. Within the next few minutes, Ms. Dimatteo was sent two emails from us including her membership kit and password and reminding her to use her $10 Cash Back Award.  

In May of 2009, we sent Ms. Dimatteo an email explaining how to access the Complete Savings membership. We also sent Ms. Dimatteo an email reminding her to use the benefits of her membership and an email reminding her to use her $10 Cash Back Award. On May 23, 2009, we sent Ms. Dimatteo an email to remind her that the free trial membership would conclude on June 5, 2009, and at that time, she would be billed the monthly membership fee. The email also included our toll-free telephone number if she wished to cancel, in which event, she would not be charged.  

 

Ms. Dimatteo was charged the first $12 monthly membership fee at the end of her free trial membership on June 5, 2009. That same day, we sent Ms. Dimatteo an email reminding her of the benefits of the membership.  Ms. Dimatteo was charged the monthly membership fee from June of 2009 to March of 2014.  In addition, we continued to send emails to Ms. Dimatteo on the following dates: July 5, 2009, August 4, 2009, September 3, 2009, October 3, 2009, November 2, 2009, December 2, 2009, May 1, 2010, May 31, 2010, July 4, 2010, July 30, 2010, August 28, 2010, September 27, 2010, October 27, 2010, November 26, 2010, December 26, 2010, January 25, 2011, February 24, 2012, March 26, 2011, April 25, 2011, May 25, 2010, June 24, 2011, July 24, 2011, August 23, 2011, September 22, 2011, October 22, 2011, November 21, 2011, December 22, 2011, January 20, 2012, February 19, 2012, March 20, 2012, April 19, 2012, May 19, 2012, June 18, 2012, July 18, 2012, August 17, 2012, September 16, 2012, October 16, 2012, November 15, 2012, December 15, 2012, January 14, 2013, February 13, 2013, March 15, 2013, April 14, 2013, May 14, 2013, June 13, 2013, July 16, 2013, August 13, 2013, September 12, 2013, October 12, 2013, November 11, 2013, December 12, 2013, January 10, 2014, February 9, 2014, and March 11, 2014 reminding her to use all the benefits of the Complete Savings service.

 

Ms. Dimatteo’s Complete Savings account was canceled on March 31, 2014 and fifty-eight (58) credits of $12 were issued to her account.  These credits represent full reimbursement of membership fees that were billed to her account.

 

Complete Savings makes every effort to be straightforward with its offers, allowing consumers to make educated choices regarding the products and services they purchase. For this reason, it puts the most significant details of its offers in a prominent location -- immediately next to the acceptance button (so that a consumer will have those details in front of him or her before joining the service). In addition, Complete Savings places its key offer details on the very same page as the “YES!” button rather than requiring a consumer to click through one or more links in order to find these details. Moreover, when a misunderstanding such as the one with Ms. Dimatteo occurs, we are pleased to cancel a customer’s membership, as we have in this instance.   

 

We believe we treated Ms. Dimatteo in a fair and correct manner, and our records reflect that Ms. Dimatteo took several affirmative steps to sign up for the Complete Savings service and received multiple communications from us, including a pre-billing notification, prior to the first charge on her credit or debit card.  We trust this resolves this matter, however, if you have questions or need additional information, please do not hesitate to contact me.

 

Sincerely,

Trisha J. Hoffman

Manager, Customer Relations

 

 

 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9991210, and find that this resolution is satisfactory to me.

Sincerely,

Alyssa Dimatteo

2/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am writing to address the release of my rebate money I have acquired at **************** since becoming a member on 11/29/2013. As of today, January 3, 2013 I have acquired over $151.65 in rebate money. I am writing to confirm that a check will be sent to me at the address I provided which is listed above in Phoenixville, Pennsylvania. The website states that the next check is due 1/15/2014. I want to receive verification from Incentive Networks (****************) that I am going to be provided with this money at my address. I have not received any contact. I have also provided this complaint letter to Incentive Networks via Certified Mail. I cannot verify my information as the website will not allow me to login or the website is not properly functioning.I am also currently filing a dispute through the website hosting services, along with the Better Business Bureau. I have read several complaints about **************** and perhaps, they are misleading or incorrect, but it appears there are people who have enrolled in the **************** rebate program and have not received their monies. I will have you know that I will do everything within my means to acquire the rebate money I have earned; and additionally, will do everything within my means to bring the Owner of this website and program under scrutiny and all available penalties if this money is not provided to me.

Desired Settlement: I would like the rebate money I have acquired through this company sent to me at my address. At this time, this money amounts to around $150. I have not received any of this money. Settlement is the release of the money I have earned in rebates through **************** or Incentive Networks (Webloyalty.com).

Business Response:  
This letter is a response to your correspondence regarding the complaint of Mr. Andrew Randolph.
 
We have confirmed that Mr. Randolph’s current transactions have been received and are pending approval.
 
The following is a section from our Terms of Service concerning payment
 
“3. Payment of Fees. Once you have earned $10.00 in your account, Incentive Networks, a division of Webloyalty.com, Inc. will send you Cash Back within 15 days of the end of the calendar month in which Incentive Networks, a division of Webloyalty.com, Inc. receives payment from the Affiliate. It is your responsibility to check your account regularly to ensure that discounts have been properly credited and that your account balance is accurate.”
 
We trust this resolves this matter, however, if you have questions or need additional information, please do not hesitate to contact me.
 
Sincerely,
Trisha J. Hoffman
Manager, Customer Relations
 

Consumer Response: Complaint: *******

I am rejecting this response because:


I just received my letter back that I sent to Savingswatch.com here:

Incentive Networks
PO BOX 855
Shelton, CT 06484


The letter was returned as not deliverable at this address, even though Savingswatch.com lists this address as where complaints should be filed. I hold the believe that Savingswatch.com is not going to release my cashback I have earned, which as of currently is now $120.77. It also appears Savingswatch has blocked me from accessing my account since filing this complaint. My correct address last time was checked and was listed for my profile. This address was:

75 Nutt Road
Phoenixville, PA 19460

This amount in cashback has changed, it was listed for a higher amount which I reported on earlier. I was to expect a check as Savingswatch as already received payment from vendors I have shopped at, and according to Savingwatch, the amount I have earned is greater than $10; therefore, I should have been sent a check for January 2014, this month, but I have yet to receive any check. I need an agent at Savingwatch to verify they have sent my check. This would smooth out the difficulties I have had thus far. At the point upon which I receive the check and cash it and it clears, this dispute will have been resolved. Until that time, this dispute will remain open. Please have the agent respond in accordance with these requests, as I have followed the Savingswatch terms and conditions - even trying to report to Savingwatch at the listed address; and now it appears, my message through this dispute channel is the only mode I have available to me to communicate with this agency. I will next try to contact and make a dispute through Incentive Networks.

I am looking to resolve this quickly and soon.

Updated:

I actually now see that the cashback money is pending. There are various days listed. I would like to understand when this cashback will post as it is very confusing and could be a long time going forward. This is what needs to be resolved. 


Sincerely,

Andrew Randolph

Business Response:  
This letter is a response to your correspondence regarding Mr. Andrew Randolph’s additional complaint with SavingsWatch.
 
We apologize that Mr. Randolph’s letter was returned, upon looking into this matter it was discovered that the wrong address listed on the website. The website has been updated to reflect the current address (*** *** ***** ********* ** ******).
 
As previously stated, it was confirmed that Mr. Randolph’s current transactions have been received and are pending approval.  He must wait the specified time to receive his rebates.
 
We trust this resolves this matter, however, if you have questions or need additional information, please do not hesitate to contact me.
 
Sincerely,
Trisha J. Hoffman
Manager, Customer Relations
 

2/13/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Since May 2004, I have unwittingly been charged a month fee of $9.99 on my credit card for membership in a Reservation Rewards program run by this company. After recently investigating the recurring charge, I learned that this was not a monthly charge from my credit card provider as I had assumed but from this vendor. Upon further investigation, I learned that the charge was first initiated when I had purchased movie tickets from Fandango.com and mention of enrollment of this program was embedded in one of the click through pages. I would like to be reimbursed for all of the payments made as I have never received a monthly statement from this company detailing my points accumulation, nor information about access to the website(which is password enabled, )nor notice that points were set to expire - in effect never having had an opportunity to avail myself of the benefits of membership. The company depends on the consumer remaining unaware of their enrollment. This is a sophisticated bait and switch scam, operated by a pernicious and unethical company which should be flagged for investigation.

Desired Settlement: I would like to be refunded $1148.85 - the total amount that has been charged against my credit card since May 2004, until Jan. 2014.

Business Response: This letter is a response to your correspondence regarding Mr. Taylor’s complaint.
 
Our records show that Mr. Robert Taylor completed an online transaction at www.Fandango.com on May 22, 2004. After completing the transaction he was offered a free 30-day trial of our Reservation Rewards service and $10 Cash Back Award for trying our service, which he accepted. 

Mr. Taylor accepted the trial membership offer for Reservation Rewards by entering his email address j**************** twice and then clicking the “YES!” button on the page.  Immediately to the left of the “YES!” button are the “Offer and Billing Details”.  The Offer and Billing Details set forth the terms of the offer, including the $12 monthly membership fee following the free trial and advise the consumer that the fee will be billed to the credit or debit card he used for his transaction with Fandango. Immediately above the location on the offer page where he entered his email address twice and clicked “Yes” is the following statement:
 
By entering my email address as my electronic signature and clicking YES, I have read and agree to the Offer Details and authorize Fandango to securely transfer my name, address and credit or debit card information to Reservation Rewards for billing and benefit processing.
 
Thus, by accepting the offer, Mr. Taylor agreed that the Reservation Rewards $9 monthly membership fee would be billed to the credit or debit card used in connection with his transaction with Fandango. Immediately after clicking the “YES!” button, he was taken to another screen welcoming him to the program. This page advised him that he had just joined Reservation Rewards. Within the next few minutes, he was sent two emails from us including his membership kit and password and reminding him to obtain his $10 Cash Back Award. 


On May 29, 2004, we sent Mr. Taylor an email reminding him to use the benefits of his membership. On June 8, 2004, we sent Mr. Taylor an email to remind him that the free trial membership would conclude on June 22, 2004 and at that time, he would be billed the monthly membership fee. The email also included our toll-free telephone number if he wished to cancel, in which event, he would not be charged.  
 
Mr. Taylor was charged the first $9 monthly membership fee at the end of his free trial membership on June 22, 2004. That same day, we sent him an email reminding him of the benefits of the membership.  Mr. Taylor was charged the monthly membership fee from June of 2004 to January of 2014.  In addition, we continued to send emails to him on a regular basis, reminding him to use all the benefits of the Reservation Rewards service.
 
Mr. Taylor’s Reservation Rewards membership was canceled on January 22, 2014 and four credits of $9 were issued to his account.  We may provide refunds above the amounts set forth above if a consumer believes charges relating to our service are the result of unauthorized activity.  Mr. Taylor can request a full refund by going to the website below, completing the affidavit we provided and returning it to us.
 
h***************************************************************************************************************************  
Reservation Rewards makes every effort to be straightforward with its offers, allowing consumers to make educated choices regarding the products and services they purchase. For this reason, it puts the most significant details of its offers in a prominent location -- immediately next to the acceptance button (so that a consumer will have those details in front of him or her before joining the service). In addition, Reservation Rewards places its key offer details on the very same page as the “YES!” button rather than requiring a consumer to click through one or more links in order to find these details. Moreover, when a misunderstanding such as the one with Mr. Taylor occurs, we are pleased to cancel a customer’s membership, as we have in this instance.   
 
We believe we treated Mr. Taylor in a fair and correct manner, and our records reflect that he took several affirmative steps to sign up for the Reservation Rewards service and received multiple communications from us, including a pre-billing notification, prior to the first charge on his credit or debit card.  We trust this resolves this matter, however, if you have questions or need additional information, please do not hesitate to contact me.
 
Sincerely,
Trisha J. Hoffman
Manager, Customer Relations 
 

Consumer Response:  
Better Business Bureau:

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

Sincerely,

Robert Taylor

2/1/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have noted a recurring charge on my credit card for "Reservation Rewards" dating back several months. I have not purchased anything from CT, USA nor have I enrolled for any services or membership. i have not received any goods or services in relation to these charges. I contacted the company and attempted to use their automated unenrollment, however it simply states that my information cannot be found. I believe this is a fraudulent business relying on small, undetected payments to recur on a credit card bill, despite not actually providing any goods or services. I don not conduct many online transactions and only use reputable vendors, so I am not sure how they obtained my credit card information. Further, I have not received any correspondence from them suggesting I had purchased or enrolled in something. This assisted them in remaining undetected.

Desired Settlement: I wish to have all funds charged to my credit card refunded.

Business Response:
This letter is a response to your correspondence regarding the complaint of Mr. Steven Horchuk.
 
Our records show that Mrs. Michelle Horchuk completed an online transaction at www.************.ca on June 9, 2012. After completing the transaction she was offered a 30-day trial of our Reservation Rewards service and $20 Rebate for trying our service, which she accepted. 
 
Mrs. Horchuk agreed to this offer by entering her name, address, and credit or debit card number, then by entering the email address horchukfamily@shaw.ca twice and then clicking the “YES!” button on the page (a copy of this form and a hard copy of this letter are being sent directly to the customer under separate cover).  Immediately to the left of the “YES!” button are the “Offer and Billing Details.”  The Offer and Billing Details set forth the terms of the offer, including the $12 monthly membership fee following the free trial and advise the consumer that the fee will be billed to the credit or debit card they provide to us.  Immediately above the location on the offer page where Mrs. Horchuk entered her email address twice and clicked “Yes” is the following statement:
 
“By completing the information below and entering your email address as your electronic signature you confirm that you have read and agree to the Offer and Billing Details and after your FREE trial of 30 days you authorize Reservation Rewards to use the information you provide for billing the membership fee of $14 a month until you cancel.“
 
Thus, by accepting the offer, Mrs. Horchuk agreed that the Reservation Rewards $14 monthly membership fee would be billed to the credit or debit card she provided to us as part of the sign up process for our service. Immediately after clicking the “YES!” button, Mrs. Horchuk was taken to another screen welcoming her to the program. This page advised Mrs. Horchuk that she had just joined Reservation Rewards. Within the next few minutes, Mrs. Horchuk was sent an email from us including her membership kit and password and reminding her to use her $20 Rebate.  


On June 9, 2012, we sent Mrs. Horchuk an email reminding her to use the benefits of her membership. On June 15, 2012, we sent Mrs. Horchuk an email reminding her to use her $20 Rebate. On June 26, 2012, we sent Mrs. Horchuk an email to remind her that the free trial membership would conclude on July 8, 2012, and at that time, she would be billed the monthly membership fee. The email also included our toll-free telephone number if she wished to cancel, in which event, she would not be charged. 
 
Mrs. Horchuk was charged the first $14 monthly membership fee at the end of her free trial membership on July 9, 2012.  In addition, we continued to send emails to Mrs. Horchuk on the following dates: August 7, 2012, September 6, 2012, October 6, 2012, November 5, 2012, December 5, 2012, January 4, 2013, February 3, 2013, March 5, 2013, April 4, 2013, May 4, 2013, June 3, 2013, July 3, 2013, August 2, 2013, December 3, 2013 and December 30, 2013, reminding her to use all the benefits of the Reservation Rewards service.
 
Mrs. Horchuk’s Reservation Rewards membership was canceled and (19) nineteen credits in the amount of $14 were issued to her account.  These credits represent full reimbursement of membership fees that were billed to her account.
 
 
Reservation Rewards makes every effort to be straightforward with its offers, allowing consumers to make educated choices regarding the products and services they purchase. For this reason, it puts the most significant details of its offers in a prominent location -- immediately next to the acceptance button (so that a consumer will have those details in front of him or her before joining the service). In addition, Reservation Rewards places its key offer details on the very same page as the “YES!” button rather than requiring a consumer to click through one or more links in order to find these details. Moreover, when a misunderstanding such as the one with Mrs. Horchuk occurs, we are pleased to cancel a customer’s membership, as we have in this instance.   
 
We believe we treated Mrs. Horchuk in a fair and correct manner, and our records reflect that Mrs. Horchuk took several affirmative steps to sign up for the Reservation Rewards service and received multiple communications from us, including a pre-billing notification, prior to the charge on her credit or debit card.  We trust this resolves this matter, however, if you have questions or need additional information, please do not hesitate to contact me.
 
Sincerely,
Trisha J. Hoffman
Manager, Customer Relations

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.  I believe that the business went above what was expected to resolve my complaint and ensure the process was non-confrontational.   

Sincerely,

Steven Horchuk

1/14/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Reservation Rewards has been charging my Chase credit card for 52 months without my authorization. I had not noticed the charge of $12, since it wasn't such a big amount I did not catch it soon enough.I called Chase as soon as I noticed the charge and they stared an investigation right away. They cancelled the credit card and issued a new one after I told them that the charges were unauthorized on the previous card.The only problem is that Chase refuses to refund the $612 that I have paid since Reservation Rewards insisted that I had purchased whatever it is that they say they sold me. To this day I do not know what it is that they sold me. Whatever they claim is a big lie, I never authorized Reservation Rewards to charge me $12 a month.According to my search over the internet, this company has done the same thing to thousands of people. I think it's about time they are brought to justice.

Desired Settlement: Reservation Rewards needs to issue a refund in the amount of $612 + interests. That is the exact amount I paid Chase credit card. After that, is up to the state to shut them down.

Business Response: This letter is a response to your correspondence regarding the complaint of Angelita Montilla.
 
Our records show that Mr. ******* ***** completed an online transaction at www.**********com on June 29, 2009.  After completing the transaction he was offered a free 30-day trial of our Reservation Rewards service and a $25 Cash Back Incentive for trying our service, which he accepted. 

Mr. ***** accepted the trial membership offer for Reservation Rewards by entering the email address ***********************.net twice and then clicking the “YES!” button on the page.  Immediately to the left of the “YES!” button are the “Offer and Billing Details.”  The Offer and Billing Details set forth the terms of the offer, including the $12 monthly membership fee following the free trial and advise the consumer that the fee will be billed to the credit or debit card he used for his transaction with **********com. Immediately above the location on the offer page where Mr. ***** entered his email address twice and clicked “Yes” is the following statement:
 
By entering my email address as my electronic signature and clicking YES, I have read and agree to the Offer and Billing Details and authorize Spirit Airlines to securely transfer my name, address and credit or debit card information to Reservation Rewards for billing.
 
Thus, by accepting the offer, Mr. ***** agreed that the Reservation Rewards $12 monthly membership fee would be billed to the credit or debit card used in connection with his transaction with **********com. Immediately after clicking the “YES!” button, Mr. ***** was taken to another screen welcoming him to the program. This page advised Mr. ***** that he had just joined Reservation Rewards. Within the next few minutes, Mr. ***** was sent two emails from us including his membership kit and password and reminding him to use his $25 Cash Back Reward.  


On June 29, 2009, we sent Mr. ***** an email explaining how to access the Reservation Rewards membership. On June 30, 2009, we sent Mr. ***** an email reminding him to use the benefits of his membership. On July 16, 2009, we sent Mr. ***** an email to remind him that the free trial membership would conclude on July 29, 2009, and at that time, he would be billed the monthly membership fee. The email also included our toll-free telephone number if he wished to cancel, in which event, he would not be charged.  
 
Mr. ***** was charged the first $12 monthly membership fee at the end of his free trial membership on July 29, 2009. That same day, we sent Mr. ***** an email reminding him of the benefits of the membership.  Mr. ***** was charged the monthly membership fee from July of 2009 to September of 2013.  In addition, we continued to send emails to Mr. ***** on the following dates: August 28, 2009, September 27, 2009, October 27, 2009, November 26, 2009, December 26, 2009, January 25, 2010, February 24, 2010, March 26, 2010, April 25, 2010, May 25, 2010, June 24, 2010, July 24, 2010, August 22, 2010, September 21, 2010, October 21, 2010, November 20, 2010, December 20, 2010, January 19, 2011, February 18, 2011, March 20, 2011, April 19, 2011, May 19, 2011, June 18, 2011, July 18, 2011, August 17, 2011, September 16, 2011, October 16, 2011, November 15, 2011, December 15, 2011, January 14, 2012, February 13, 2012, March 14, 2012, April 13, 2012, May 13, 2012, June 12, 2012, July 12, 2012, August 11, 2012, September 10, 2012, October 10, 2012, November 9, 2012, December 15, 2011, January 14, 2012, February 13, 2012, March 14, 2012, April 13, 2012, May 13, 2012, June 12, 2012, July 12, 2012, August 11, 2012, September 10, 2012, October 10, 2012, November 9, 2012, December 9, 2012, January 8, 2013, February 7, 2013, March 9, 2013, April 8, 2013, May 8, 2013, June 7, 2013, July 7, 2013, August 6, 2013, September 6, 2013 and October 7, 2013, reminding him to use all the benefits of the Reservation Rewards service.
 
Mr. ******* Reservation Rewards membership was canceled on October 29, 2013.  We may provide refunds above the amounts set forth above if a consumer believes charges relating to our service are the result of unauthorized activity.  Mr. ***** can request a full refund by going to the website below, completing the affidavit we provided and returning it to us.
 
https://www.member-center.com/Forms/Affidavit/Index.rails?c=7FB18074C14FD283677A3032402C109509E020CF17CC4776FFD4E05DB2CCFA09
 
Reservation Rewards makes every effort to be straightforward with its offers, allowing consumers to make educated choices regarding the products and services they purchase. For this reason, it puts the most significant details of its offers in a prominent location -- immediately next to the acceptance button (so that a consumer will have those details in front of him or her before joining the service). In addition, Reservation Rewards places its key offer details on the very same page as the “YES!” button rather than requiring a consumer to click through one or more links in order to find these details. Moreover, when a misunderstanding such as the one with Mr. ***** occurs, we are pleased to cancel a customer’s membership, as we have in this instance.   
 
We believe we treated Mr. ***** in a fair and correct manner, and our records reflect that Mr. ***** took several affirmative steps to sign up for the Reservation Rewards service and received multiple communications from us, including a pre-billing notification, prior to the first charge on his credit or debit card.  We trust this resolves this matter, however, if you have questions or need additional information, please do not hesitate to contact me.
 
Sincerely,
Trisha J. Hoffman
Manager, Customer Relations 
 

Business Response:

We have issued a full refund to Angelita Montilla's Mastercard.  She should she the refund reflect shortly. 

Consumer Response:  
Better Business Bureau:

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

Sincerely,

Angelita Montilla

1/8/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a strange notice in my mailbox from Reservation Rewards on January 4, 2014 telling me that my email address is no longer valid and I am missing out on important updates. The email address, that I never use, was created for an event which needed an account from that specific email service provider, so I thought it was odd. I was just going to toss it thinking it was junk mail but the name "Reservation Rewards" looked familiar and I looked up my bank account information and sure enough I was paying for something I had no idea I was paying for nor have I ever used the services. I was simply going to cancel my subscription but in order to do so I needed to sign in; which they provided me with the appropriate email address and password from the notice I received. I was in shock when I realized that I was a member since November 2008 and paying monthly since then! The reason I didn't notice it for so long was because I was donating to a charity for about the same amount and I just assumed that's what it was. The monthly bill was listed as $12 per month and that has added up over the years and as a recent college graduate, I was upset!

Desired Settlement: With the current $ 12 per month membership fee. If I calculate the five years of fees plus the two months in 2008, it totals for about $744 dollars. I need to start paying my student loans off and I would really like a full refund.

Business Response:  
Our records show that Ms. Anna Tkebuchava completed an online transaction at www.buy.com on November 8, 2008. After completing the transaction she was offered a free 30-day trial of our Reservation Rewards service and a $10 Award for trying our service, which she accepted. 

Ms. Tkebuchava accepted the trial membership offer for Reservation Rewards by entering her email address *********************.com twice and then clicking the “YES!” button on the page. Immediately to the left of the “YES!” button are the “Offer and Billing Details”.  The Offer and Billing Details set forth the terms of the offer, including the $12 monthly membership fee following the free trial and advise the consumer that the fee will be billed to the credit or debit card she used for her transaction with Buy.com.

“By entering my email address as my electronic signature and clicking YES, I have read and agree to the Offer and Billing Details and authorize Buy.com to securely transfer my name, address and credit or debit card information to Reservation Rewards for billing and benefit processing.”
 
Thus, by accepting the offer, Ms. Tkebuchava agreed that the Reservation Rewards $12 monthly membership fee would be billed to the credit or debit card used in connection with her transaction with Buy.com. Immediately after clicking the “YES!” button, Ms. Tkebuchava was taken to another screen welcoming her to the program. This page advised Ms. Tkebuchava that she had just joined Reservation Rewards. Within the next few minutes, Ms. Tkebuchava was sent two emails from us including her membership kit and password and reminding her to use her $10 Off Your Next Purchase Reward.  


Ms. Tkebuchava was charged the first $12 monthly membership fee at the end of her free trial membership on December 8, 2008. That same day, we sent Ms. Tkebuchava an email reminding her of the benefits of the membership.  Ms. Tkebuchava was charged the monthly membership fee from December of 2008 to December of 2013. 
 
On January 6, 2014, Ms. Tkebuchav’s Reservation Rewards was canceled and (61) sixty-one credits of $12 were issued to her account.  These credits represent full reimbursement of membership fees that were billed to her account.
 
Reservation Rewards makes every effort to be straightforward with its offers, allowing consumers to make educated choices regarding the products and services they purchase. For this reason, it puts the most significant details of its offers in a prominent location -- immediately next to the acceptance button (so that a consumer will have those details in front of him or her before joining the service). In addition, Reservation Rewards places its key offer details on the very same page as the “YES!” button rather than requiring a consumer to click through one or more links in order to find these details. Moreover, when a misunderstanding such as the one with Ms. Tkebuchava occurs, we are pleased to cancel a customer’s membership, as we have in this instance.   
 
We believe we treated Ms. Tkebuchava in a fair and correct manner, and our records reflect that Ms. Tkebuchava took several affirmative steps to sign up for the Reservation Rewards service and received multiple communications from us, including a pre-billing notification, prior to the first charge on her credit or debit card.  We trust this resolves this matter, however, if you have questions or need additional information, please do not hesitate to contact me.
 
Sincerely,
Trisha J. Hoffman
Manager, Customer Relations
 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is acceptable to me.

Sincerely,

Anna Tkebuchava

1/7/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: According to a Reservation Rewards customer representative, I enrolled in this membership by accepting a $50 promotional discount on *********.com in July 2011. Since then, I have been charged $14 every month directly to my credit card, which had been provider during purchase on *********.com. I had unknowingly enrolled in this program, and believe this company needs to be transparent about their methods of automatic enrollment.

Desired Settlement: I would like the total amount charged to my credit card fully refunded.

Business Response:  
This letter is a response to your correspondence regarding the complaint of Ms. Laura Oseka.
 
Our records show that Ms. Oseka completed an online transaction at www.*********.com on July 11, 2011. After completing the transaction she was offered a free 30-day trial of our Reservation Rewards service and $50 Cash Back for trying our service, which she accepted. 

Ms. Oseka accepted the trial membership offer for Reservation Rewards by entering her name, address. credit card number and her email address l**********************.edu twice and then clicking the “YES!” button on the page. Immediately to the left of the “YES!” button are the “Offer and Billing Details.”  The Offer and Billing Details set forth the terms of the offer, including the $14 monthly membership fee following the free trial and advise the consumer that the fee will be billed to the credit or debit card she used for her transaction with *********.com. Immediately above the location on the offer page where Ms. Oseka entered her information and email address twice and clicked “Yes” is the following statement:
 
“By completing the information below and entering your email address as your electronic signature you confirm that you have read and agree to the Offer and Billing Details and after your FREE trial of 30 days you authorize Reservation Rewards to use the information you provide for billing the membership fee of $14 a month until you cancel.”
 
Thus, by accepting the offer, Ms. Oseka agreed that the Reservation Rewards $14 monthly membership fee would be billed to the credit or debit card used in connection with her transaction with *********.com. Immediately after clicking the “YES!” button, Ms. Oseka was taken to another screen welcoming her to the program. This page advised Ms. Oseka that she had just joined Reservation Rewards. Within the next few minutes, Ms. Oseka was sent an email from us including her membership kit and password and reminding her to use her $50 Cash Back.  


On July 11, 2011, we sent Ms. Oseka an email reminding her to use the benefits of her membership. On July 17, 2011, we sent Ms. Oseka an email reminding her to use her $50 Cash Back. On July 28, 2011, we sent Ms. Oseka an email to remind her that the free trial membership would conclude on August 9, 2011, and at that time, she would be billed the monthly membership fee. The email also included our toll-free telephone number if she wished to cancel, in which event, she would not be charged.  
 
Ms. Oseka was charged the first $14 monthly membership fee at the end of her free trial membership on August 10, 2011. That same day, we sent Ms. Oseka an email reminding her of the benefits of the membership.  Ms. Oseka was charged the monthly membership fee from August of 2011 to December of 2013.  In addition, we continued to send emails to Ms. Oseka on the following dates:, September 8, 2011, October 8, 2011, November 7, 2011, December 7, 2011, January 1, 2012, February 5, 2012, March 1, 2012, April 5, 2012, May 5, 2012, June 4, 2012, July 4, 2012, August 3, 2012, September 2, 2012, October 2, 2012, November 1, 2012, December 1, 2012, December 31, 2012, January 30, 2013, February 24, 2013, March 1, 2013, March 31, 2013, April 30, 2013, May 30, 2013, June 29, 2013, July 29, 2013, and November 26, 2013, reminding her to use all the benefits of the Reservation Rewards service.
 
Ms. Oseka’s Reservation Rewards membership was canceled on December 17, 2013 and twenty-nine credits of $14 were issued to her account.  These credits represent full reimbursement of membership fees that were billed to her account.
 
Reservation Rewards makes every effort to be straightforward with its offers, allowing consumers to make educated choices regarding the products and services they purchase. For this reason, it puts the most significant details of its offers in a prominent location -- immediately next to the acceptance button (so that a consumer will have those details in front of him or her before joining the service). In addition, Reservation Rewards places its key offer details on the very same page as the “YES!” button rather than requiring a consumer to click through one or more links in order to find these details. Moreover, when a misunderstanding such as the one with Ms. Oseka occurs, we are pleased to cancel a customer’s membership, as we have in this instance.   
 
We believe we treated Ms. Oseka in a fair and correct manner, and our records reflect that Ms. Oseka took several affirmative steps to sign up for the Reservation Rewards service and received multiple communications from us, including a pre-billing notification, prior to the first charge on her credit or debit card.  We trust this resolves this matter, however, if you have questions or need additional information, please do not hesitate to contact me.
 
Sincerely,
Trisha J. Hoffman
Manager, Customer Relations
 

 

11/11/2013 Billing/Collection Issues | Complaint Details Unavailable

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