Complaint Category: Failure to respond to phone calls or written requests for assistance or support
Complaint: Citizen Shipper failed to refund my money and continued to draw membership fee from my account even after emails and phone calls about the cancellatio An email was sent to Citizen Shipper cancelling membership on 04/08/13. They took an additional 24.00 on 05/14 from my account. An email was sent to Citizen Shipper on 08/04 with a completed cancellation form that was requested by them. They withdrew another 24.00 on 08/14. I followed up with a voicemail to Citizen Shipper on 08/27. I have received no return calls or emails. I want my original fee of 24.00 returned as well as the additional unauthorized amount of 48.00 debited from my account.
Initial Business Response We sincerely apologize for the inconvenience and will refund the charges today.
Complaint Category: Failure to honor refund, exchange or credit policies
Complaint: Citizenshipper.com states the they have a no hassle refund policy "simply send us an email" after waiting a few weeks after me email no refund Citizenshipper.com refund policy on their website states "simply send us an email" after sending my email on july 6th of this year I have had no response. I emailed again and received questions about forms not bieng filled out. They are deceiving about there refunds and trying to retain money by deception and confusion. They have been contacted by me with my account and transaction number and still no refund.
Business' Initial Response We are grateful for this opportunity to respond to this customer and have granted a full refund.
Regarding the customer complaints, we ask that customers be sensitive to our internal policies when requesting refunds. As per our company policy we request that a very short form be sent to us, via email, containing information that allows us to quickly locate a customer in our payments database and issue refunds accurately. Based on our experience, many customers sign up to our website using email addresses that are different to their Paypal email addresses, making it time consuming and sometimes impossible to locate their payments. The short form we request makes it significantly easier and more efficient to locate customer information.
We are sorry that CitizenShipper is not for you, and as mentioned - have issued a full refund as of July 30th 2013.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
Complaint: Told me that they would get 6 months free then charged card on the 3th month On january 27th I joined citizen shipper and pays my 24 dollars. On january 30th I decides that this was not for me and send an email to cancel.On jan 31th I was send an email back to stay with them and I'll get 6 months free. I replys back on the same day and told them I would take the offer.On April 27th 2013 my card was billed 24 dollars.I emailed them on april 28th to cancel my membership and return the 24 dollars.on april 30th I was emailed back and was told they could not find my card number in the system and give them the last 4 of the card, and i did that on the 30th of april.I was emailed today may 3th and told if I fit between the 60 days,then I could receive my money back. I should not have been billed until july 27th 2013
Business' Initial Response We are sorry that you've not had a positive experience with CitizenShipper. We have refunded your $24 and cancelled your account with us. I hope this is to your satisfaction. Please let us know if there is anything else we can do.
The CitizenShipper Team
Consumer's Final Response Resolved. Received 24 dollar refund 5/8/2013
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.
Complaint Category: Failure to honor refund, exchange or credit policies
Complaint: I set up this account through Kasey. With understanding and guarantee that within 60 days ,. Paid $79.80 and only revived a 19.99 refund. When setting this up with sales rep Kacey. On Dec 31,2012 she stated that I have a 60 day money back guarantee . I cancels my request with in the time frame. Was told I'd get a refund on 3/8/13 . I paid $79.80 for this service and have only been confirmed as of 3/13/13 19.99 refund. I have asked for the total back as told in the beginning. And have had no results
Business' Initial Response Dear ******,
Thanks for bringing this issue to our attention.
The delay in your refund was due to the fact that the credit card that was on file for your account does not match your name. This made it challenging for us to locate your account in our credit card processing system.
I have personally checked the refund status, and can confirm that you were charged for the card that you told us was used, on the following dates:
Jan 1st 2013 Jan 31st 2013 Feb 28th 2013
I can also confirm that you were refunded for all three of these charges on:
March 13 2013 March 14 2013 March 18 2013
You have been refunded a total of $59.97, which is the sum total of everything that you have paid us, based on the information that you have provided.
If there have been other charges then you need to explicitly tell us the NAME on the credit card that was charged, and the date. If, instead, you paid by Paypal then you will need to tell us that information. Without the correct information it is impossible for us to locate you in our credit card processing account.
While you were told that you would get a refund on March 8th, please note, we also tell you that it can take up to two weeks to process, hence the delay.
Please contact us on ************** if you have additional questions.
Complaint Category: Failure to provide promised assistance or support for products or services
Complaint: I am having problems finding the cancel my regeristration link on their website. On their website they say that you can cancel your regrestration within 90 days, but I am having problems finding the cancel my acount link and I have tried to contact them by email concerning this matter but noone has responded and I can not seem to find a phone number for this company. All I want is a refrund.
Business' Initial Response We received customers request for a refund and emailed customer on 10/19/2012 at 2.05pm with a short refund form (1 page) that's necessary for our refunds department to process the request
We did not hear back from customer after that.
We have refunded the customer and we apologize for any inconvenience that was caused.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Denver. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
BBB began including complaint response text in BBB Business Reviews on September 4, 2012. BBB reports the complaint response text for all reportable complaints against a business that are received electronically.
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.