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BBB Accredited Business since

5LINX Enterprises, Inc.

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Phone: (585) 359-2922 Fax: (585) 359-0233 275 Kenneth Dr Ste 100, Rochester, NY 14623 http://www.5linx.com

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Description

This company offers cellular phone equipment & Supplies, electronic mail services, satellite equipment/supplies and telephone service.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that 5LINX Enterprises, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for 5LINX Enterprises, Inc. include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 78 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

78 complaints closed with BBB in last 3 years | 38 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 12
Billing/Collection Issues 32
Delivery Issues 1
Guarantee/Warranty Issues 1
Problems with Product/Service 32
Total Closed Complaints 78

Customer Reviews Summary Read customer reviews

0 Customer Reviews on 5LINX Enterprises, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: March 15, 2001 Business started: 03/01/2001 in NY Business started locally: 03/24/2001 Business incorporated: 06/19/2006 in NY
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Department of State-NY-Division of Licensing Services
Albany NY
http://www.dos.state.ny.us/licensing
Phone Number: (212) 417-5747
licensing@dos.state.ny.us

Type of Entity

Corporation

Business Management
Mr. Craig Jerabeck, CEO Mr. Jason Guck, Co-Founder Mr. Jeb Tyler, Co-Founder
Contact Information
Customer Contact: Mr. Matthew Frey, Field Operations
Principal: Mr. Craig Jerabeck, CEO
Business Category

MULTI-LEVEL SELLING COMPANIES CELLULAR TELEPHONE EQUIPMENT & SUPPLIES TELECOMMUNICATION EQUIPMENT & SYSTEMS DEALERS INTERNET SERVICES SECURITY CONTROL EQUIPMENT & SYSTEM MONITORS ELECTRONIC MAIL SERVICE SATELLITE EQUIPMENT & SUPPLIES INTERNET-BASED TELEPHONE SERVICE ENERGY SERVICE COMPANIES CREDIT CARD – MERCHANT SERVICES BUSINESS OPPORTUNITY COMPANIES

Alternate Business Names
5LINX
Industry Tips
Business Opportunities & Franchises Cellular Phone Services Choosing Energy Service Providers/Utility Company Internet Domain Name Registration Multi-Level Marketing

Additional Locations

  • 275 Kenneth Dr Ste 100

    Rochester, NY 14623 (585) 359-2922

  • 414 Telephone Road

    West Henrietta, NY 14586

  • 50 Methodist Hill Drive Suite 1500

    Rochester, NY 14623

  • THIS LOCATION IS NOT BBB ACCREDITED

    2711 Sandpoint Rd

    Fort Wayne, IN 46809-1761

  • THIS LOCATION IS NOT BBB ACCREDITED

    2711 Sandpoint Rd

    Fort Wayne, IN 46809-1761

  • THIS LOCATION IS NOT BBB ACCREDITED

    2108 Redgate Dr

    Suffolk, VA 23434-1003

  • THIS LOCATION IS NOT BBB ACCREDITED

    2108 Redgate Dr

    Suffolk, VA 23434-1003

  • THIS LOCATION IS NOT BBB ACCREDITED

    131 Highland Meadows

    Baton Rouge, LA 70810

  • THIS LOCATION IS NOT BBB ACCREDITED

    131 Highland Meadows

    Baton Rouge, LA 70810

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  • Advertising or Sales
  • Billing or Collection
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  • Guarantee or Warranty

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Complaint Detail(s)

9/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a weight loss supplement on 08/17/2014. The total amount paid was $204.27, I have never received this product and honestly forgot all about it until today when I seen that the company had debited another $204.27!! When I called the phone number provided by my bank I was told the charges are EVERY 30 DAYS and new product is shipped! I was not aware that I would be paying every thirty days first of all, second of all if it is every 30 days and I agreed to that... then why was I charged on 09/11/14 when the original purchase took place on 08/17/14? The rep that I spoke with was very rude and told me "there was nothing she could do for me because the product was already in route to me" She gave me a tracking number of ****************** which I tracked with *** and it said "that tracking number could not be found". She said I should have called before the 30 day mark to cancel... again, the original purchase was on 08/17/2014 and today is 09/11/2014... it has not yet been 30 days! I was also told by a rep upon first signing up with this business that If I joined and bought the hi5 product that I would receive $500 back, within the last weekk I learned that I had been deceived and I was not going to earn that money that the money I had invested was just lost! I was going to accept that loss as a lesson on my part to do more research and not just take the representatives word for it until the negative rude and dis-satisfactory experience and unauthorized payments from today.

Desired Settlement: I would like a full refund for my investment amount which totals $553.17 ALONG with the additional amount taken out of my bank account today in the amount of $204.27 for a combined total refund of $757.44. Thank you

Business Response: ***** ******** signed and submitted the 5LINX® Independent Representative Application and Agreement form online on August 16, 2014. Ms. ******** was required to agree to the 5LINX terms and conditions as well as the cancellation policy prior to submission of the application.  The cancellation policy states that the Representative can cancel their transaction for any reason within 10 business days for a full refund of their initial investment. Additionally, Ms. ******** elected to purchase Platinum Services. This is a monthly auto renewed service billed at $49.95 per month. While the above cancellation policy applies to this product as well, the representative can also cancel at any time after the first 10 business days. However, this cancellation requires advance notice to ensure the next billing cycle has not yet charged. Ms. ******** also ordered *** ********* Kit monthly subscription from 5LINX® on August 16, 2014. When purchasing the product Ms. ******** agreed to the terms and conditions as well as the cancellation policy. This policy states that a customer may cancel within 10 days from the order Purchase date. All products must be returned unused, unopened and in resalable condition. Refunds will be issued, once product has been received and has cleared the inspection process. This information is presented to all customers at time of order and is found on www.*************.com The following week, on August 21, 2014, Ms. ******** elected to purchase her 5LINX Energy Certification Training. By doing so and completing the training, 5LINX Representatives are then able to market energy services to their customers. This certification is a onetime fee of $45.00. On September 11, 2014 Ms. ********’ *** ********* Kit monthly subscription auto renewed. Per account notations, Ms. ******** first contacted our Customer Service Department on this day. During that call, she specified she wished to stop the shipment of her *** ********* Kit monthly subscription. Ms. ********’ *** ********* Kit had already shipped therefore our Agent was only able to close the account at that time. Ms. ******** was advised of the above policy and that the shipment would need to be refused or sent back to 5LINX unused, unopened, and in resalable condition in order for 5LINX to refund. This policy exists because 5LINX is unable to refund for a product if it is out of our possession and/or not resalable. On September 11, 2014 Ms. ******** also formally cancelled her 5LINX Representative account. This request was made roughly 18 business days after her sign-up. Upon review of this complaint, all related policies were declared at sign-up for said products and services. Ms. ******** called regarding her Hi5 subscription and 5LINX worked with our Warehouse Depart to locate the original shipments tracking information. These tracking numbers were provided to Ms. ******** so that she may reject the package or send back to 5LINX. Upon receipt of the unused, unopened, resalable condition items, 5LINX will initiate a refund for the cost. With regards to Ms. ********’ Representative related charges; while the request was made after the 10 business day refund policy, 5LINX will submit a request to refund the $249 Representative Sign-up, $49.95 Platinum service charge, and the $45 Energy Certification Program at this time. Ms. ******** should receive the refund to the credit card used for the service in roughly 3-5 business days after processing, depending on her financial institution. Should you require any additional information or documentation, please do not hesitate to contact me.
Cordially, ******* ** **** Field Operations

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Thank you for the prompt attention to this matter however; in addition to the startup fees there were also two separate charges for a *** product that were refused and shipped back to the business. These packages containing the product were never opened. Charges for each package were $204.27. I am still awaiting a credit in the total amount of $408.54. I have included both of the tracking numbers from the business showing that they were sent back to the company and signed for. I would like my refund for these products. First tracking number is ******************, the second tracking number is ******************.
Regards, ***** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/16/2014 Problems with Product/Service
9/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I started with 5 linx in the beginning of June 2014. When i joined the company I also brought in my boyfriend ****** ******* under me. I paid $249 to join, $500 for a year platinum service, than I was paying $50 a month for business elite. When I brought my boyfriend on I paid $249 for his fee to join, $250 for a 6 year platinum service, and $50 for business elite. Than I bought ticket to the ***** meeting. So within the first month I paid $1377 (that is not including the 100 a month business elite). I was told by my upline that if I have two people under me and 20 points within 30 days that I would receive $1000. I was excited because I said that I can do this. Two days before my 30 days was up I brought on another person under me. On the last day I called rep service and the said that they see ***** under me and congradualted me and said that I hit my first bonus. I was excited and THOUGHT this company was legit. I than received phone calls from my upline telling me congrats on making $1000. They told me that if I can get both of my people to have two people each within another 30 days that I can receive another $1000. I said peace of cake. I called a few days later to rep service to check to see when I will receive my $1000 because I don't have money like that to just give away. i need that money to pay bills. They said within 2 weeks. I called a week later to check on the status and a rep service person told me that I would not receive it because they were not sponsored and enrolled by me. I told them that when I go in the back office that I see that I have two people under them and a rep service person said that i made my goal and that I would receive the money. The rep service agent said I'm sorry for misinformation but you will not receive it. I said that is not fair. I am new and got two people. I paid over $1000 to joined that I didn't have but did it because I could get it back. She said we will just coach the agent that gave you the misinformation but there is nothing that we can do. I than left messages on **** ****** voice and ***** the two top people in my upline for help but NEVER received a call back. I than called back and asked to speak to ***** so I can tell him what happened to me but they said that he is a busy man and that he is in and out of office and they best way to reach him was e-mail. So I never brought in the additional 4 people to hit the 2nd $1000 which were family members because they saw what I was going through. It is not fair that you come in a business new and you can get no assistance. I can only go by what rep service tell me. Like I said earlier I am new and when you receive phone calls from people that are above you saying congrats on making your $1000 what are you supposed to do not believe them? If ***** said congrats ****** on hitting PSVP and than I call rep service and they said nope you are just an ET what are you suppose to do. Since i did not receive my $1000 I had to take a loan out to pay for rent and bills which is sad because I was told that I was going to receive it.

Desired Settlement: I want my $1000 that I was promised because I had done everything the correct way. I think that 5linx is an ok company and a way to work from home. I really just want my $1000 so I can start to build my business. If not than I just want my $1377 the cost for me and my boyfriend and they can close the account.

Business Response: ****** **** signed and submitted the 5LINX® Independent Representative Application and Agreement form online on June 8, 2014. Ms. **** was required to agree to the 5LINX® Terms and Conditions as well as the cancellation policy prior to submission of the application.  The cancellation policy states that the Representative can cancel their transaction for any reason within 10 business days for a full refund of their initial investment.  Upon completion of the 5LINX representative application and enrollment, every new representative, is sent a welcome email to the address provided to 5LINX. This email contains the new representative’s identification number, username and password, company contact information, and other information essential to a representative starting their business upon sign-up. This information allows representatives to log in to their back office, otherwise known as their “Virtual Office”. Within the Virtual Office representatives can find any and all of the necessary documents, trainings, and product information they need to run their 5LINX business. They are also shipped a “starter kit” containing basic documentation regarding 5LINX Opportunity and products and services. In their first 30 days, each Representative is able to earn a “Quick Start Bonus”. As per the compensation documents found in the Starter Kit and 5LINX Virtual Office; by acquiring “10 or more customer points, and having 2 paid, active qualified IMRs (CABs must be paid) enrolled and sponsored by you”, the Representative will have earned the ET in 30 days Quick Start Bonus. By acquiring 10 additional customer points, or a total of 20, the bonus payout was set at $1000. With regards to Ms. ****’s circumstances, she did acquire the customers required; however the two individuals Representatives were not in fact sponsored and enrolled directly by Ms. ****. Ms. **** contacted our Representative Services Department on July 10, 2014 in regards to her attempt at the bonus. Per account notations, the Agent discussed the need to keep the Customers and Representatives requirements active as well as the policies pertaining to the payout schedule. It appears as though this discussion incorrectly implied that Ms. **** had earned the bonus. Ms. **** contacted our Representative Services Department again on July 16, 2014. She was then correctly advised that the policy was not earned due to the Representatives not being sponsored and enrolled directly by her. Based on this complaint, a Representative Services Supervisor reached out to Ms. **** on August 28, 2014. As a courtesy for our error, an extension was granted allowing Ms. **** one full week, or until September 5, 2014 to fulfill the requirements of the bonus. Since the extension, 5LINX has reviewed Ms. ****’s account to determine if Ms. **** had successfully earned the bonus requirements. Unfortunately, we do not find that any new activity fulfills said requirements. 5LINX sympathizes with Ms. ****, and her experience.  While all bonus and compensation details are provided and readily available in our materials and online, our Representative Services Department appeared to have incorrectly implied that a bonus had been earned. In an effort to rectify this inconsistency, we offered Ms. **** an extension to obtain the bonus requirements. Should you require any additional information or documentation, please do not hesitate to contact me. Cordially, ******* ** **** Field Operations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was conned into believing this was a good idea to invest in as a business. Besides my gullibility to a motivational business model with no real consumer based foundation, my real anger comes in after I cancelled my account with 5 linx. I have written countless emails and been on the phone with their representatives numerous times trying to stop payments. It has been roughly 6 or more months since my first request to end my relationship with this company and they have been sneaky and keep billing me for a monthly fee that I clearly said each time to stop payment. I am furious with this scam of a company. They are on my last nerve, and if I see just one more ridiculous payment to 5 linx they are going to have a full on lawsuit against them for charging me well after I terminated my accounts.

Desired Settlement: Ideally I want 6 months of charges back on my card of $49.45 each month since my first cancellation, but I will settle for the most recent charge refunded. And I never want to see another payment on my cards to 5 linx, this includes any card of mine with the name "***** * ********."

Business Response: ***** ** ******** signed and submitted the 5LINX® Independent Representative Application and Agreement form online on October 14, 2013. Mr. ******** was required to agree to the 5LINX® Terms and Conditions as well as the cancellation policy prior to submission of the application.  The cancellation policy states that the Representative can cancel their transaction for any reason within 10 business days for a full refund of their initial investment.  Mr. ******** also elected to purchase Platinum Service. This is a monthly auto renewed service billed at $49.95 per month. Platinum Services provide our Representatives with access to their personal website as well as business reports found on their Virtual Office.  While the above cancellation policy applies to this product as well, the representative can also cancel at any time after the first 10 business days.  However, this cancellation requires 30 days advance notice.  Per our records we find that no charges, Platinum Services or other, were taken under Mr. ********’s Representative account after January 25, 2014. However, we find that Mr. ******** elected to purchase the start-up fee as well as the monthly Platinum Services for ****** ** ****. Mr. **** was personally sponsored and enrolled by Mr. ******** on November 22, 2013. Per the details provided in the complaint, Mr. ******** states that he sent emails and spoke with several Agents attempting to stop payments. 5LINX® had not received any emails regarding this matter prior to August 25, 2014. However, per account notations 5LINX® finds that Mr. ******** contacted our Representative Services Department call center on March 30, 2014. He called regarding his credit card continuing to be billed. The Agent determined that Mr. ********’s credit card was being billed for Mr. ****’s Platinum Services. Because it would be making a change to another individuals account, Mr. ******** was advised that he must send in a formal request showing that this was his credit card, or have Mr. **** update the billing information on file. No change was made to Mr. ****’s account at that time. In reviewing the August 25, 2014 email correspondence sent from Mr. ******** to ***********@*****.com, Mr. ******** asserts that he sent an email after the March 30, 2014. Again, 5LINX® is unable to verify any emails from this time. Because no formal request was submitted by Mr. ********, and Mr. **** did not call to cancel or affect the billing information on his account, the Platinum Services using Mr. ********’s credit card continued to be billed monthly. Upon review, 5LINX sympathizes with Mr. ********. While we cannot confirm an error on our part, as a courtesy, we have submitted a refund request for the five (5) Platinum Service charges taken after March 30, 2014 totaling $249.75.  Mr. ******** should receive the refund to the credit card used for the service in roughly 3-5 business days after processing, depending on his financial institution. Should you require any additional information or documentation, please do not hesitate to contact me.
Cordially, ******* ** **** Field Operations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/20/2014 Problems with Product/Service
8/6/2014 Billing/Collection Issues
8/6/2014 Problems with Product/Service
8/5/2014 Billing/Collection Issues
7/31/2014 Billing/Collection Issues
6/24/2014 Billing/Collection Issues
6/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When I called to cancel all service with this company, they agreed to refund recent charges and cancel all future transactions. However, they have continued to take money out of my account. I have called on two additional occassions to have this matter dealt with, and there have been no results. To date, I have been charged a total of $171.15 in unauthorized charges. There have also been attempts to charge another $100 worth of transactions which has only been hindered by my bank's fraud detection services. I have called my bank and processed a fraud charge, but since then they have charged me again, and I will now have to resort to canceling my card. Attempts to correct these issues simply results in 5linx representatives assuring me that there will be no more charges, with no documentation to support their claims, as well as frequent disconnections from their help line on their end. When disconnections occur, 5linx does not even attempt to call back or contact me.

Desired Settlement: I would like a full refund of the $171.15 worth of charges on my debit card account, and I would like it immediately. Whether they process the refunds on their own before this case reaches the BBB or not, I want to receive the full amount of $171.15 for my inconvenience, as well as the time and money it will take for me to apply for a new card.

Business Response: ***** ********** *********** signed and submitted the 5LINX® Independent Representative Application and Agreement form online on May 3, 2014. Ms. *********** was required to agree to the 5LINX terms and conditions as well as the cancellation policy prior to submission of the application.  The cancellation policy states that the Representative can cancel their transaction for any reason within 10 business days for a full refund of their initial investment. Additionally, Ms. *********** elected to purchase Platinum Services. This is a monthly auto renewed service billed at $49.95 per month. While the above cancellation policy applies to this product as well, the representative can also cancel at any time. However, this cancellation requires 30 days advance notice. Per our records Ms. *********** also chose to purchase two (2) Business Elite packages. These are auto renewed services, each billed at $49.95 per month. Business Elite provides our representatives with VIP discounts, computer tech support, web conferencing, and text marketing. The Business Elite product also carries the same cancellation policy as Platinum Services. The representative can decide to cancel at any time.  However, this cancellation also requires 30 days advance notice.  On this same day, Ms. *********** also ordered our ********* Coffee. She purchased a single 12oz bag on a monthly auto ship program. When purchasing the product Ms. *********** agreed to the terms and conditions as well as the cancellation policy. This policy states that a customer may cancel within 10 days from the order Purchase date. All products must be returned unused, unopened and in resalable condition. Refunds will be issued, once the items have been received and clear the inspection process. This information is presented to all customers at time of order as well as being found on www.*********.com. Per account notations, Ms. *********** first contacted our Customer Service Department on May 30, 2014. During that call, Ms. *********** specified she wished to cancel her Platinum and Business Elite Services. Ms. ***********’ Platinum Services were cancelled at that time. However, the Customer Service Agent assisting Ms. *********** regrettably failed to close the two (2) Business Elite accounts. Subsequently, on June 5, 2014, Ms. ***********’ account was charged $49.95 for each of her Business Elite accounts. Consequently, on the same day, Ms. *********** contacted Customer Service advising us of the error. The Customer Service Representative reviewed the previous notations to discover that Ms. ***********’ cancellation request for her Business Elite Services had not been processed. Based on this error, 5LINX submitted a refund request to our Finance Department. On this same call, Ms. *********** asked to cancel and obtain a refund for her recent ********* Coffee shipment. Ms. ***********’ ********* order was closed and she was advised of the return policy declared above. Our notations indicate that on June 9, 2014 our finance department successfully issued two separate Business Elite Service refunds for $49.95. Ms. *********** should receive the refund in her account roughly 3-5 business days after processing, depending on her financial institution. Should Ms. *********** return the ********* product unused, unopened, and in resalable condition, 5LINX will issue a refund as described in the declared policy. Should you require any additional information or documentation, please do not hesitate to contact me.
Cordially, ******** ****** *** Field Operations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Advertising/Sales Issues
6/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When I started with 5Linx I had a business website that costed $49.95. I wanted to get the minimum website which costed $14.95. I called to switch the level of website I had but it was just after the minimum 30 days. The customer service rep I spoke with told me how she was going to make the change. She said I wold lose 3 of my 4 points which was fine. She told me that she couldn't adjust the $49.95 payment but she would go ahead and charge me again (after I asked for clarification) for 14.95. But since I had paid $49.95 AND 14.95 I would not have to make another payment until August (3 months later). I had her explain that twice. A month later (today) I learned that I was charged $14.95 again. I called to find out what happened and asked for a refund of the $14.99. First I was told that's just how it works. I explained again and a couple times after the rep said she consulted a supervisor, she said they'll extend my payment out to October. I was told that I don't qualify for a refund. I called again and after speaking to another rep she came back on the phone with a "shut up and listen attitude" told me she spoke to the same supervisor the other rep spoke with and that I am absolutely not getting a refund and that's just what's going to happen. I was told that I chose the wrong option to "down grade" to the level of website I wanted. I explained (through all the shut up, shut up antics) that all I called to do last month was change the level of website service and was told that's how it's done. I was told over and over again that basically I should have known how to "down grade". I was told that yes the rep I spoke with obviously made an error but I'm not getting my money refunded. I don't know if that's just the night shift or what... I really hope it's not how 5Linx operates. Bottom line... Just as I asked I didn't budget for that money to be withdrawn as I relied on what the original rep told me and I want it returned. And to not be billed until August. This was horrible treatment to a new rep/customer. Simply horrible!!

Desired Settlement: I want 5Linx to honor the adjustment made when I originally called to have my websdite level adjusted. PUT MY MONEY BACK IN MY ACCOUNT AND DON'T BILL ME UNTIL AUGUST. I can't pay for their errors... Why would I trust that they're going to honor this new promise? Just put the money back and do things right.

Business Response: **** ***** signed and submitted the 5LINX® Independent Representative Application and Agreement form online on April 13, 2014. Mr. ***** was required to agree to the 5LINX® Terms and Conditions as well as the cancellation policy prior to submission of the application.  The cancellation policy states that the Representative can cancel their transaction for any reason within 10 business days for a full refund of their initial investment. Additionally, Mr. ***** elected to purchase Platinum Service. This is a monthly auto renewed service billed at $49.95 per month. Platinum Services provide our Representatives with access to their personal website as well as business reports found on their Virtual Office.  While the above cancellation policy applies to this product as well, the representative can also cancel at any time after the first 10 business days.  However, this cancellation requires 30 days advance notice.  On May 14, 2014, as scheduled, Mr. ***** was charged an auto renew fee of $49.95 for his Platinum Services. Based on account notations, Mr. ***** then contacted our Representative Services Department a few days later, on May 20, 2014.  At that time, Mr. ***** requested to close his Platinum Services. During the discussion with our Representative Service Agent, Mr. ***** decidedly wished to downgrade his Platinum Services to Standard Services. Standard Services is valued at $14.95, and is a mirrored package to Platinum Service; except that access to their business reports are at a cost per view. The Representative Service Agent assisting Mr. ***** closed the Platinum service as requested, rendering that service unusable. Because it is recognized as a different service, as is our procedure, the Agent then had to process a payment of $14.95 for the Standard services. Mr. ***** was advised by the Agent that because he had already made a payment of $49.95 on May 14, 2014, that difference in cost would be manually pro-rated and his next Standard Service billing date would be pushed back to late August. Upon our investigation, it was determined that the Platinum Service was closed manually at that time, as requested. However, Mr. ***** Standard service end date was not in fact extended to late August. Because of this error, contrary to what was described to Mr. *****, the new Standard Services auto renewed on June 16, 2014. Per account notations, Mr. ***** contacted our Representative Services Department on June 16, 2014 and requested a refund for the $14.95. In keeping with cancellation policy, our Agent explained a refund could not be made available, but that we would extend his billing date in an effort to resolve. At that time the Agent appropriately extended his next Standard Service billing date back to October. Thus affording Mr. ***** the roughly 5 months of paid services, upfront. 5LINX sympathizes with Mr. *****. In circumstances such as this, the services closed date should have been inspected by a supervisor. Additionally, there is room for flexibility once it is discovered that an error was made on our part.  This situation has since been discussed and remedied in the Call Center. In an effort to resolve, 5LINX® has sent a refund request to our Finance Department for the $14.95 charge on June 16, 2014. As a courtesy, we have preserved Mr. ***** Standard Services end billing date of October, fundamentally, providing Mr. ***** with a free month of Service. Mr. ***** should receive the refund in his account roughly 3-5 business days after processing depending on his financial institution. We apologize for any inconvenience this may have caused Mr. *****. Should you require any additional information or documentation, please do not hesitate to contact me. Cordially, ******** ****** *** Field Operations

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/23/2014 Billing/Collection Issues
6/14/2014 Billing/Collection Issues
6/13/2014 Billing/Collection Issues
6/5/2014 Delivery Issues
6/5/2014 Billing/Collection Issues
6/4/2014 Problems with Product/Service
6/4/2014 Problems with Product/Service
5/29/2014 Billing/Collection Issues
5/27/2014 Problems with Product/Service
4/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently cancelled my membership and services with 5linx but they still charged me for multiple products and stated that they can't refund my funds. These withdrawals caused my bank account to be overdrawn.

Desired Settlement: Nothing

Business Response: ***** ** ****** signed and submitted the 5LINX® Independent Representative Application and Agreement form online on April 20, 2012. Mr. ****** was required to agree to the 5LINX® terms and conditions as well as the cancellation policy prior to submission of the application.  The cancellation policy states that the Representative can cancel their transaction for any reason within 10 business days for a full refund of their initial investment. On this date Mr. ****** also elected to purchase 5LINX® Platinum Services. This is a monthly auto renewed service billed at $49.95 per month. Platinum Services provide our representatives with access to their personal website as well as their business reports.  While the above cancellation policy applies to this product as well, the representative can also cancel at any time after the first 10 business days.  However, this cancellation requires 30 days advance notice.  Over the course of Mr. ******’s term as a 5LINX® Representative, he also elected to purchase several other available products and services including Business Elite Services, a 5LINX Velocity tablet, ************** healthcare plan, cellular offerings, as well as various ********* Coffee autoships. Per account notations, Mr. ****** contacted our 5LINX® Representative Services Department on March 24, 2014 to cancel two of his ********* Coffee autoships. The Call Center Associate fulfilled his request, however advised that a refund could not be processed at that time because the items had already been shipped. The shipping and refund policy for all ********* products can be found on www.*********.com. Per account notations, Mr. ****** then contacted our 5LINX® Representative Services Department on March 28, 2014 to cancel his Platinum Services and close any additional ********* orders. This request was again completed by the Call Center Associate. Subsequent to the communication, Mr. ****** was billed $29.95 for his ************** healthcare plan on April 1, 2014. This represents the only 5LINX® related charge billed to Mr. ****** following March 28, 2014. Upon receipt of this complaint, 5LINX® contacted Mr. ****** to gather additional details. As indicated in the complaint, as well as further discussions with Mr. ******, he states that on the March 28, 2014 call he requested to cancel any and all products and services, as well as his 5LINX® Representative Account.  While our notations do not support this assertion, we empathize with Mr. ****** and realize that errors can occur. 5LINX® has provided the ********* shipping and refund policy to Mr. ******. Mr. ****** may ship the unused, unopened, and in resalable condition items back to a specified address. Refunds will be issued, once the product has been received and has cleared the inspection process. Upon review of the situation, Mr. ******’s ************** healthcare plan was not specifically requested to be cancelled; therefor their system billed for an active service. However, considering this situation may have been caused by miscommunication, 5LINX® has requested that ************** issue a refund of $29.95 to Mr. ******. Mr. ****** should receive the refund in his account roughly 3-5 business days after processing, depending on his financial institution. Based on the details of this complaint, any eligible account in Mr. ******’s name has since been cancelled and will not be charged moving forward. Should you require any additional information or documentation, please do not hesitate to contact me.   Cordially, ******* ** **** Field Operations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I cancelled over the phone on February, 10th 2014 the representative on the phone told me they will cancel my services and that they won't charge me for the month but I received a transaction from them on February 13th I just wish to get reimbursed or for them to stop charging me after I was told are services I was with through the company were cancelled.....

Desired Settlement: I think the business has the responsibility to stick by their word because to me not doing so is bad business.

Business Response: ******* ***** signed and submitted the 5LINX® Independent Representative Application and Agreement form online on May 9, 2013. Mr. ***** was required to agree to the 5LINX® terms and conditions as well as the cancellation policy prior to submission of the application.  The cancellation policy states that the Representative can cancel their transaction for any reason within 10 business days for a full refund of their initial investment. Additionally, on this date Mr. ***** elected to purchase 5LINX® Platinum Services. This is a monthly auto renewed service billed at $49.95 per month. Platinum Services provide our representatives with access to their personal website as well as their business reports.  While the above cancellation policy applies to this product as well, the representative can also cancel at any time after the first 10 business days.  However, this cancellation requires 30 days advance notice.  Per account notations, Mr. ***** contacted our 5LINX® Representative Services Department on February 10, 2013 to close his Platinum Services. The Call Center Associate processed his request at that time. Upon receipt of this complaint 5LINX® contacted Mr. ***** to gather additional details. Mr. ***** stated his bank statement indicates he was charged $49.95 on February 13, 2014. 5LINX® determined that our system last auto-renewed Mr. *****’s Platinum Services on February 9, 2014, one day prior to his formal request to cancel his services. Upon review of the situation, 5LINX system billed for an active service, prior to it being cancelled by the user. Our assumption is this charge, taken on a Sunday, took a few business days to be displayed on Mr. *****’s bank statements. While our investigation has not confirmed that there was no error on 5LINX® part, as a courtesy, we have issued a refund of $49.95 to Mr. ***** due to the request being so close to the billing date. Mr. ***** should receive the refund in his account roughly 3-5 business days after processing, depending on his financial institution. Based on the details of this complaint, any account in Mr. *****’s name has since been cancelled and will not be charged moving forward. Should you require any additional information or documentation, please do not hesitate to contact me.   Cordially, ******* ** **** Field Operations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I submitted my transfer of ownership of my Independent Distributorship with this company in December 2013. After all of my paperwork was processed, I spoke with the corporate office as they were processing the $25 fee associated with this transfer. I was told that the transfer would be effective within the next 30 minutes or so. It did in fact take about 30 minutes and the transfer was completed. My account was successfully transferred to my son. His log in credentials worked, his name appeared where mine once had appeared and He received the Prepaid pay card that is attached to the account so all earnings would be paid accordingly. My prepaid card was cancelled immediately by the company since the transfer was completed and they had one issued in my sons name. Two weeks later, just in time to issue the residual disbursement checks, I receive an email stating that 1.The transfer of my position was Rejected. 2. That they would be issuing a refund of the fee that i paid for that transfer. 3. That they would be returning the position back to my name. I tried to log into the account to see the status and my log in credentials were denied as well as my sons log in credentials. This means that neither me or my son had access to this account once 5Linx inappropriately reversed the transfer. If the position was returned to my name, the default log in should've worked. They purposely locked me out so they could counter with the Termination letter which followed. In the two weeks since my initial transfer of my position to my son, I've moved on to another company. There is currently a major uproar within 5Linx Enterprises because several top level executives (Independent distributors like myself) have elected to leave for other companies. The email i received today in fact states that my position has been TERMINATED and lists all the jargon that supports that position. 5Linx has no right to reverse my transferred position just to Falsely Terminate me. I followed the policies and procedures pursuant to transferring my position to my son, including sending all documented kinship support papers. This is a veiled attempt by 5Linx to punish representatives who decide to leave. This is nothing more than Corporate bullying at best. 5Linx must be held accountable to the policies & procedures that they've outlined to do business

Desired Settlement: I've built a business with this company for the past 10 years. I am entitled to transfer my earnings to my son. The income that i've built is willable, sellable, or transferrable. My desired outcome is that 5Linx rescind their Termination of my position and reinstate the transfer that was originally processed.

Business Response:

5LINX Enterprises, Inc. (“5LINX”) has reviewed the complaint submitted by **** ******* ******* to the Better Business Bureau.  5LINX denies that it has violated any contractual obligations to Ms. *******. 

5LINX is a multi-level marketing company that uses a network of independent representatives to sell various products and services to consumers.  On March 18, 2004, Ms. ******* entered into an Independent Representative Application and Agreement with 5LINX (the “Agreement”).  Paragraph 4 of the Terms and Conditions of the Agreement incorporates by reference, among other things, the 5LINX Policies and Procedures (the “Policies and Procedures”).  Those Policies and Procedures governed the relationship between 5LINX and Ms. *******. 

Ms. ******* sought to sell and transfer her independent representative Agreement and position with 5LINX to her son.  The rules governing a sale and transfer of this type are set forth in Section 6.6 of the Policies and Procedures.  Section 6.6 provides as follows:

            6.6       Sale, Transfer or Assignment of 5LINX Business

Although a 5LINX business is a privately owned, independently operated business, the sale, transfer or assignment of a 5LINX business is subject to certain limitations and the proposed transaction must be authorized by the Company, if a Representative wishes to sell his or her 5LINX business, the following criteria must be met:

a)      Protection of the existing line of sponsorship must always be maintained so that the 5LINX business continues to be operated in that line of sponsorship.

b)      The buyer or transferee must be (or must become) a qualified 5LINX Representative.  If the buyer is an active 5LINX Representative, he or she must first terminate his or her 5LINX business simultaneously with the purchase, transfer, assignment or acquisition of any interest in the new 5LINX business.

c)      Before the sale, transfer or assignment can be finalized and approved by 5LINX, any debt obligations the selling Representative has with 5LINX must be satisfied.

d)     The selling Representative must be in good standing and not in violation of any of the terms of the Agreement in order to be eligible to sell, transfer or assign a 5LINX business.

e)      The selling Representative must receive the prior written authorization of 5LINX.

Prior to selling a 5LINX business, the selling Representative must notify 5LINX Representative Services Department of his or her intent to sell the 5LINX business, and submit a Distributorship Sales Processing Fee of $250.00, payable to 5LINX Enterprises.  No changes in line of sponsorship can result from the sale or transfer of a 5LINX business.

            Under Section 6.6, among other requirements, to sell and transfer a 5LINX independent representative Agreement and position, the transferee must be “a qualified 5LINX Representative” and a $250.00 “Distributorship Sales Processing Fee” must be paid.  It is correct that in December 2013, Ms. ******* sought to sell and transfer her independent representative Agreement and position to her son.  However, she sought to complete that transfer in a manner that violated the Policies and Procedures.  Specifically, it appeared that Ms. ******* thought the Policies and Procedures allowed her to sell and transfer her Agreement and position to her son, even though he was not a qualified 5LINX independent representative.  She also only paid a fee of $25.00 in connection with her sale and transfer request.  

Initially, when 5LINX reviewed Ms. *******’s application to sell and transfer her independent representative Agreement and position to her son, 5LINX approved that application.  However, upon further review, 5LINX determined that the sale and transfer proposed by Ms. ******* was governed by Section 6.6 of the Policies and Procedures.  As a result, 5LINX advised Ms. ******* that her sale and transfer request was rejected, refunded the $25.00 fee paid by Ms. *******, and returned the Agreement to Ms. *******’s name.  This rejection of her sale and transfer request was not final.  Mr. ******* had the right under the Policies and Procedures to submit a corrected application for sale and transfer and, as long as the application complied with the Policies and Procedures, that application would have been processed and approved.

However, in the interim, Ms. ******* breached the Policies and Procedures by engaging in activities for a competing company in violation of both her non-competition and her non-solicitation obligations to 5LINX.  Specifically, Section 5.1 of the 5LINX Policies and Procedures provides:

With the exception of Senior Vice Presidents, Platinum Senior Vice Presidents, Double Platinum Senior Vice Presidents, and Diamond Senior Vice Presidents, 5LINX Representatives may participate in other direct selling or network marketing or multilevel ventures (collectively “Network marketing”), and Representatives may engage in selling activities related to non-5LINX products and services if they desire to do so.  However, if a Representative elects to participate in another network marketing opportunity, in order to avoid conflicts of interest and loyalties, Representatives are prohibited from Unauthorized Recruiting, which includes the following…During the term of this agreement, any actual or attempted recruitment or enrollment of 5LINX Customers or Representatives for other network marketing business ventures, either directly or through a third party.  This includes, but is not limited to, presenting or assisting in the presentation of other network marketing business ventures to any 5LINX Customer or Representative, or implicitly or explicitly encouraging any 5LINX Customer or Representative to join other business ventures…”

Section 1.9 of the Marketing Guidelines that are part of the Policies and Procedures is entitled “Nonsolicitation/Cross-Recruiting”, and provides:

if a Representative elects to participate in another network marketing opportunity, in order to avoid conflicts of interest and loyalties, Representatives are prohibited from Unauthorized Recruiting, which includes…, Marketing or promoting another MLM company or endeavor on any personal or social media website, in the same forum of, or where it can be viewed by other 5LINX representatives.

5LINX learned that in violation of the Policies and Procedures, Ms. ******* promoted another “Network Marketing” endeavor to other 5LINX independent representatives.  For example, 5LINX learned of Ms. *******’s ******** profile (www.***********), which included several posts promoting another marketing endeavor.  This content is within view of other 5LINX independent representatives.  Based on these and other violations, Ms. ******* was advised that her 5LINX position was terminated.  Because her position was terminated, she was no longer able to sell or transfer this position to her son.

            Ms. ******* expressly agreed that her status as an independent representative for 5LINX would be governed by the Policies and Procedures.  Ms. ******* did not comply with the Policies and Procedures in her sale and transfer request.  That is why the request was denied.  5LINX did err in initially approving that request, but upon further review, 5LINX determined that the request did not comply with Section 6.6 of the Policies and Procedures and, for that reason, it was denied.  At no point did 5LINX agree to modify or relax any requirements of the Policies and Procedures.  Further, as noted above, Ms. ******* would have been able to transfer her Agreement to her son if she had not decided in the interim to violate her obligations to 5LINX through her work for a competitor.  Throughout this dispute, 5LINX has consistently and completely complied with the Policies and Procedures that governed the relationship between Ms. ******* and 5LINX.  The only party who has violated the Policies and Procedures is Ms. *******.  Her initial sale and transfer request violated the Policies and Procedures, and her decision to work for a competing company in violation of her non-competition and non-solicitation obligations also violated the Policies and Procedures.  She was unable to transfer her Agreement to her son and ultimately had her Agreement terminated solely because of her violations of her contractual obligations.  As a result, there is no validity to the complaint submitted to the Better Business Bureau.  

Business Response: To whom it may concern, Ms. *******’s violations of Sections 5.1 and 1.9 of the Policies and Procedures were not caused by any 5LINX error.  For example, under Section 5.1, Ms. ******* was barred both as an active 5LINX independent representative and for 12 months as a former 5LINX independent representative from soliciting other 5LINX independent representatives or customers for another network marketing program.  Ms. ******* has been actively recruiting other 5LINX independent representatives for another network marketing program.  That conduct would be a violation of her obligations under the Policies and Procedures whether or not she had submitted a proper sale and transfer request to transfer her 5LINX Agreement to her son.  This conduct and violation has nothing to do with any asserted “error” by 5LINX.  If Ms. ******* had complied with her obligations under the Policies and Procedures, she could have sold and transferred her Agreement to her son.   Cordially, 5LINX Enterprises,, Inc. 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
5Linx is grasping at straws at this point to justify the illegal reversal of my transferred position to my son.  As stated before, I was in full compliance with submitting my transfer. 5Linx accepted that transfer, issued my son his own pay card to receive the funds to which the position was entitled to receive.  It is only after two weeks of being humiliated by many top level executives leaving did this retaliation tactic begin.  To suggest that I attempted to recruit other reps from the company is totally false, made up, and a huge stretch of the imagination on behalf of the companies bullying tactics.  5Linx in fact sent my son a 1099 for (2013 year end) the very same business that they claim he had not been entitled to. The income reflected on that very 1099 which was reported to the IRS by 5Linx was never in fact paid out to him.  5Linx is falsely reporting income that is NOT being paid out.  This is indeed further false business practices that 5Linx is engaged in.  I am no longer interested in the back and forth discussions and point counterpoint with a company that has proven to have shady business practices and bully tactics to intimidate representatives from pursuing what is right and justly belonging to them.  My complaint has full merit and is fully substantiated by the facts. 5Linx must be held accountable for the malicious and willfull action of illegally reversing my transfer.
Regards,
**** *******




BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

2/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I faxed a copy of cancellation of services to 5linx, but before that I spoke to a representative in which she states there was a $120. cancellation fee which I was not aware of ,but my fault for not asking or reading anyways. The reason why I'm writing is because on my cancellation letter I stated the info that I was provided over the phone, and yesterday I received an e-mail stating to call because my cancelation letter was incomplete. I called and they said THERE'S NO SIGNATURE even though I hand wrote the letter with the rest of the info provided/asked. Twice I tried to fax(***********) the letter to the # provided and it did not go through, I called back and I told them about the fax problem to verified I had the correct # and they said it was ok, but they gave me a second # (###-###-####) just in case. I got confirmation letter from my fax machine that neither of those #s were working at that time, but I was able to fax it the next day. They still went ahead and process my monthly svc fee of about $49.00 even though I had already sent them the fax with the cancellation letter, and like I said they said it was incomplete because it had no SIGNATURE. To top it off my due date for my membership was not even due, but the process the payment a couple days in advance. This is outrageous and its not fair for them ta take advantage this way.

Desired Settlement: refund my 49.00 dollars

Business Response: Contacted **** regarding his complaint. **** was charged for his 5LINX website on January 21st at 6:11am. He called into 5LINX to cancel his full membership on January 22nd at 3:37pm. **** was given the cancellation instructions at that time, and his website was closed so no further charges would come out of the account.  I explained to **** that when he called into cancel his membership he was already billed for Januarys website payment and those charges were non refundable based on our terms and conditions and refund policy. In order to not have been charged for January's payment **** would have needed to call our office prior to January 20th to not have been charged.  **** still hasnt sent in the proper documentation needed to cancel his membership, so I did give him the option to keep his account open and he can utilize the website that he's paid for up until February 20th.  **** states he was under the impression that he was charged after his letter was received by 5LINX and that he didnt realize he was charged prior to calling into cancel his membership. **** understands the policy for our refunds and will send in another letter if he chooses to cancel his membership in full with 5LINX.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/31/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have had a globalix account for the past 5-6 months. I was told I needed this service to be a qualified rep. I never used it. I did not want to pay $35 a month for a service that is no use to me. I called today to cancel and the rep told me since I was canceling within a year I would have to pay $99 termination fee. At the time of my enrollment I asked 3 different people including 1 globalinx representative and I was told it was a month to month. I am not paying $99 for a service that I did not use to begin with. I want to cancel my service and not have to pay the fee because I was not told of this condition.

Desired Settlement: I do not want a refund or anything. I simply do not want to pay the early termination fee because that is not what the globulin rep had told me 5-6 months prior. I would like to cancel my service without any charges.

Business Response: I tried to contact the customer on 01/22/2014 and was unsuccessful. I left the customer a VM yesterday.  I called the customer back again today and was able to reach her regarding her complaint. ******* stated she did authorize the purchase of this product when she joined 5LINX because she knew she needed a GLOBALINX order to be qualified as a 5LINX IMR.  ******* stated that she thought she contacted us back in August regarding this account, explained she called 5LINX and there are no notes that she questioned her GLOBALINX account and contract with our 5LINX department. I told ******* per her account records, the first call she made to GLOBALINX was on 11/11/2013 and that call was to update her Credit Card information. Our system auto-notates each time an agent views an account, and the first time we ever looked at her account was on 11/11/2013.  I explained to her based on her acknowledging that she did authorize the purchase of this service, she is bound to our terms and conditions.  I asked ******* if she did know that she signed up for the services, that she was aware she was purchasing a GLOBALINX product and she said yes. I told her that her options for her GLOBALINX account are to leave the account open until August 2014 as that is when the contract ends, or she can do a Transfer of Liability for $14.95 to another customer, or she can cancel her account and the Early Termination Fee would apply.  ******* requested that the account be closed today. 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

As I stated in my initial complaint. I was not aware of the termination contract and when I called no one informed me of this matter. The lady who contacted me did not even try to resolve my complaint. More so was rude and was adamant on what she was saying. I will NEVER recommend globallinx to ANYONE. I had to pay $115 in termination fee for something I did not even know I was in a contract for. 

Regards,

******* ****




BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I was approached by a 5linx sales representative, I made it clear that I'm not ready to join 5linx until further notice. I was then told to just give all my details, including credit card information on condition that it won't be charged until I actually sign a contract. Well, I haven't signed any contract but 5linx has withdrawn money from my account twice. When I called the customer service, I was told that I'm already a member; How? I did not sign any contract. Moments after talking to customer service, I got an email that my membership has been discontinued. Well, I wasn't a member to begin with and did not authorize the withdrawal of $348.90 from my account. This withdrawal is fraudulent.

Desired Settlement: I will not take further action if my money is refunded immediately.

Business Response: ****** ****** signed and submitted the 5LINX® Independent Representative Application and Agreement form online on November 10, 2013. Mr. ****** was required to agree to the 5LINX® terms and conditions as well as the cancellation policy prior to submission of the application.  The cancellation policy states that the Representative can cancel their transaction for any reason within 10 business days for a full refund of their initial investment. Upon completion of the 5LINX® representative application and enrollment, every new representative, is sent a welcome email to the address provided to 5LINX®. This email contains the new representative’s identification number, username and password, company contact information, and other information essential to a representative starting their business immediately upon sign-up. This information allows representatives to log in to their back office, otherwise known as “******* ******”. Within the ******* ****** representatives can find any and all of the necessary documents, trainings, and product information they need to run their 5LINX® business. They are also shipped a “starter kit” containing basic documentation regarding 5LINX® Opportunity and products and services. The kit ultimately directs representatives to their ******* ****** as the primary source business information.   Additionally, Mr. ****** elected to purchase 5LINX® Platinum Services. This is a monthly auto renewed service billed at $49.95 per month. Platinum Services provide our representatives with access to their personal website as well as their business reports.  While the above cancellation policy applies to this product as well, the representative can also cancel at any time after the first 10 business days.  However, this cancellation requires 30 days advance notice.  Mr. ******’s complaint indicates that he spoke with a 5LINX® Independent Marketing Representative whom he advised not to process his application. Upon finding out he was billed, Mr. ****** states he contacted our 5LINX® Representative Services Department. Per account notations, Mr. ****** first contacted our 5LINX® Representative Services Department on December 19, 2013. Our records state that Mr. ****** simply called to close his Platinum Services. There was no mention of being signed up without his authorization. The Call Center Associate processed his request at that time. Upon receipt of this compliant 5LINX® contacted Mr. ****** to gather additional details regarding the enrolling Representative “******”. Mr. ****** stated he actually introduced to the 5LINX® Opportunity by his “longtime friend”, ****** *****, who was already a Representative. In speaking with Ms. *****, she states she encouraged Mr. ****** to meet with “******” to discuss his enrollment. Ms. ***** indicated she had spoken with Mr. ****** after he decided to sign up and was not made aware of any issues or problems. 5LINX® attempted to reach out to Mr. ****** and Ms. *****’s upline enroller, “******” to no avail. Based on his failure to respond, “******’s” 5LINX® Representative Account has been placed in a suspended status until the completion of our investigation. Upon review of the situation, 5LINX® empathizes with Mr. ******. While our investigation has not confirmed that Mr. ****** was in fact signed up without his authorization, acting in good faith, we have issued a full refund of $348.90 to Mr. ******. Mr. ****** should receive the refund in his account roughly 3-5 business days after processing, depending on his financial institution. Based on the details of this complaint, any account in Mr. ******’s name has since been cancelled and will not be charged moving forward. Should you require any additional information or documentation, please do not hesitate to contact me.  
Cordially, ******* ** **** Field Operations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/8/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was approached by an acquaintance to look into this business opportunity provide by 5linx. I agreed and went to a business meeting to learn more about the opportunity. It included signing up friends and family to various home TV, phone, mobile, and security services. The presentation seemed interesting so at the behest of my acquaintance I joined the *** organization underneath them. I paid the fees asked for to gain access to the training and backoffice that gave the true information on how the business is operated. After spending a few weeks going through the training I felt I knew enough to approach prospects you would need to close in order to make this business work. Needless to say the low pricing on the products promised are non existent making recruiting that much harder. I was not even able to signup a friend who was newly moved and looking for one of the products I was offering due to the fact he was able to get it cheaper on his own. That showed me this business of recruiting and maintaining customers would be an uphill battle. Fast-forward about three non-result weeks later and I look to get a refund on the fees I spent. I called the corporate office and was directed to a customer service representative. They expressed to me I only had 10 days from payment to request a refund. I explained that is not enough time to evaluate a business opportunity. Especially since no actual information besides sales copy is given prior to signing up and paying. I asked to speak to a supervisor who would only agree to cancel the recurring charge of fifty dollars a month. I was scolded by the supervisor stating it was my fault for signing up if I wasn't sure of the refund dates. Of course that information is obscure and vague. I'm not looking for a full refund, but feel a partial should be given before the thirty day recurring fee.

Desired Settlement: I would like a refund

Business Response: ******* ******* ******* signed and submitted the 5LINX® Independent Representative Application and Agreement form online on November 14, 2013. Mr. ******* was required to agree to the 5LINX® Terms and Conditions as well as the cancellation policy prior to submission of the application.  The cancellation policy states that the Representative can cancel their transaction for any reason within 10 business days for a full refund of their initial investment.    Additionally, Mr. ******* elected to purchase Platinum Services. This is a monthly auto renewed service billed at $49.95 per month.  While the above cancellation policy applies to this product as well, the representative can also cancel at any time after the first 10 business days.  However, this cancellation requires 30 days advance notice. Mr. *******’s complaint indicates he did agree to sign up to become a Representative, but portrays his displeasure with the disclosed 5LINX cancellation policy. He indicates the “no actual information besides sales copy is given prior to signing up and paying”. It is historically the Representative piquing the new individual whom utilizes our Corporate produced tools such as our Opportunity Overview, Business Overview, and Quick Start Training to demonstrate aspects of the Opportunity. These tools were created to assist in conveying the 5LINX® Opportunity to an interested individual so they may make an informed decision. Should these materials not be sufficient, the interested party may conduct their own research of the 5LINX® Opportunity or contact 5LINX® Corporate for more information prior to signing up.   Should this interested party wish to become a Representative themselves, upon completion of the 5LINX representative application and enrollment, every new representative, is instantly sent a welcome email to the address provided to 5LINX. This email contains the new representative’s identification number, username and password, company contact information, and other information essential to a representative starting their business immediately upon sign-up. This information allows representatives to log in to their back office, otherwise known as “Virtual Office”. Within the Virtual Office representatives can find any and all of the necessary documents, trainings, and product information they need to run their 5LINX business. They are also shipped a “starter kit” containing basic documentation regarding 5LINX Opportunity and products and services. The tangible starter kit ultimately directs representatives to their online Virtual Office as the primary source business information Per account notations, Mr. ******* first contacted our Representative Services Department on December 9, 2013. He requested to cancel his account and receive a full refund.  The Call Center Agent reiterated the cancellation refund policy Mr. ******* agreed to at sign-up. This individual explained that Mr. ******* could have formally cancelled his accounts on or before November 28, 2013 to receive a full refund. Mr. ******* was made aware that 5LINX®  can cancel the account, however no refund can be offered as it was well outside of the allotted 10 business days. Mr. ******* was noticeably upset and suggested the cancellation policy be changed to 30 days. Mr. ******* called back later that day and spoke with a supervisor who again explained the policy. Upon review of the situation, 5LINX® empathizes with Mr. *******; however we find that he was presented with proper information, materials, and documentation at sign-up. Mr. ******* agreed to the terms and conditions, including the cancellation policy at that time. After sign-up, Mr. ******* had sufficient time to contact the Company with any requests or problems he was experiencing. For this reason, and the reasons above, we cannot offer any refund of services rendered. Based on Mr. *******’s December 9, 2013 call, any account in his name had been cancelled at that time and therefore will not be charged further. Should you require any additional information or documentation, please do not hesitate to contact me.
Cordially,
******* ** **** Field Operations

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I don't dispute their contract. I do dispute their pitiful 10 day cancelation policy.  That is just not enough time to evaluate and try  the business opportunity.  If they really do stand by their business opportunity then they would offer a realistic evaluation period. They obviously don't. 

Regards,
******* *******




BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

12/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered and paid for Globalinx home telephone service. My initial payment was $80. The box took sometime to get here. When I attempted to set up the phone service, it originally gave me a dial tone. However, I was unable to make or receive calls. I called their technical support and spent hours with them trying to get the service running. After technical support so-called assistance, then I had no dial tone and was unable to make or receive phone calls. They sent me back and forth to my internet and wireless provider to gather certain information. I did everything they requested of me and gave them the information. When the technical support got the information, they were still unable to start the phone service. I am disabled and need my home phone, which I explained to the Globalinx provider. I have been without a phone for over 3 weeks now because I am unable to connect with this Globalinx. I finally got tired of going back and forth with Globalinx and I called my old telephone company to reconnect my service. Then, I called Globalinx to discontinue their service, which I never received, and to get a refund. I was told that there would be a $99 disconnection fee because it was outside the 15 trial period and I could not get my refund of $80 that I initially paid. I don't understand how I can be charged $99 disconnection fee when I was never connected in the first place. So, the company just stole $80 from me and I never received any service from them at all. That is not fair. Not only did they take $80, but they left me as a security and health risk by not having phone service during a 3 week period. How many other customers have experienced this at $80 a pop and an additional $99 disconnection fee? I think this is just a rip off and they are offering phone service that they know will not work and it will take well passed the 15-day trial period to learn that you cannot get the service. Then all the money you put in will be lost and possibly another $99 for so-called disconnection fee. I WANT MY REFUND OF $80!!!

Desired Settlement: I want a refund for my $80 that I spent getting the equipment and alleged service.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have spoken with customer service and technical support and was unable to resolve my issue.  This is why I contacted BBB.  I did speak with customer service and they are the ones who informed me that I cannot get a refund in this matter.  So, I don't understand why they are telling me to call customer service, as if I never spoke with them.  I spent hours on the phone with customer service and technical support trying to resolve this issue.  The bottom line is, I purchased phone service with this company and never received it.  The company was unable to hook up my phone service where I can make and receive calls, which is the purpose of a phone service.  When I cancelled because the service was never hooked up, they would not give a refund.  I want my refund that I paid for phone service I never received. Regards, ***** ********

Business Response: Per the response on 11/22/2013: - Globalinx stated a full refund would be honored upon return of the device.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/11/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up with GlobalLinx but have not been able to use the product due to incompatibility with my laptop. I have not used the product and decided to cancel my affiliation with 5 Linx as it was just wasting my hard earned money as no one would sign up. I have 3 sons in college and cannot afford to be throwing money away. This evening I called to cancel and was told by the representative that there is a $99 cancellation fee. I checked my bank account just now and they have already debited my account $118.19 which is obviously more than the agent said. I told her I do not have that money and to not debit my account- she went ahead and debited what she wanted. That is WRONG. I have not used the Globallinx service and do not understand how such a thriving business can extort money from struggling single mothers like me. Since May they have been collecting money for a service that has not been used. It is unethical to penalize me for something that has not worked since I bought it. Initially,I have spoken with their technical people who said they could not help me. I have not asked for a refund of the money they collected since I started- I have requested that they discontinue as I have to watch every penny as I have no additional income.

Desired Settlement: Ideally I would like a refund of all the money I paid to Globallinx. But realistically, I would like 5Linx to refund the money they debited in November.$168.14 (The fraudulent $118.16 for Globalinx and $49.95 fee for the website which I have not used in quite some time)

Consumer Response: I have NOT reviewed the response made by the business in reference to complaint ID ******* as no attachment has been found, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have not seen the Business' response (as no attachment is found) but I know that my bank account has only been refunded $49.95. At no time did I authorize 5 Linx or Globalinx to debit my account for termination fees. How can a fee be charged in addition to the money that I already paid for a service I never used? It is unethical to extort money when this was never disclosed prior to my calling to cancel. This is wrong and as a single mother of 3 college students, it is wicked, unconscionable and fraudulent. Here we have a supposedly successful company standing on backs of poor people = I am not asking for a refund of all the money I wasted. I have only requested the money that was fraudulently, illegally withdrawn. There is no need for me to beg them to refund my money. They STOLE it because they can. They have used the system to defraud  and deprive my sons and me. I do not wish them to explain anything- I just want my money back.


With utter disgust,
****** *********




Business Response: In response to the above complaint I have enclosed supporting documentation that explains globalinx policies and procedures. The supporting documentation will also provide detailed information in regards to this customers globalinx account. The conclusion of this document will provide you with a resolution to this complaint.  Order Date: 5/15/2013  (One Year Contract)· If a customer chooses to cancel their globalinx account within the 12 month contract they are charged an early termination fee in the amount of $99.00. We do not charge this fee for customers on our “Home Unlimited Annual Plan”. 
Globalinx Information:   Ms. *********’s ordered the globalinx $14.95 ****** Value Plan on 5/13/2013. In order to proceed with a globalinx order the customer must electronically agree to our terms and conditions. On 5/21/2013 our customer care department was contacted by Ms. *********’s requesting to upgrade to the $24.95 ****** Premium plan. This request was granted on 5/21/2013. On 7/15/2013 Ms. *********’s contacted our customer care department to inquire the charges on her invoice. There was no indication at that time of her experiencing issues with using the service. Per the information received from the customer’s account there was no further attempt by Ms. *********s to contact our customer care department until 11/13/2013 when she called requesting to discontinue her service.  At that time she was advised an early termination fee of $99.00 plus tax would be charged in order to close the service.   Resolution:  Due to the information provided above the early termination fee will not be refunded. If you should need further information or have any questions in regards to the enclosed documentation please do not hesitate to contact the globalinx customer care department. The terms and conditions agreed upon during the order process are attached and outline the cancelation policies.     

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I paid $249.00 to become a business partner with 5Linx , and $49.95 a month for a website. When I tried to send people to my website, they could not get on it. When I went to the website I could not get on it. I called 5Linx to find out what was going on, and I was told that my website was suspended. I was told that I owed $60.00. I paid the $60.00 and my website was still suspended. Now I am spending $49.95 a month on a website that I can not use! I asked them to unsuspend my website because I had people waiting. They did not! Two weeks later I ask them again, they still say no! Later the same week I ask them to either not suspend my website or give me my money back and cancel my membership. They canceled my membership, but refuse to refund my money. Today (Tuesday November, 26 2013 at 11:00am) I called again to try to speak to a supervisor. I was told that there was no supervisor there at that time and one would call me back in the next 24 to 48 hours later. 5Linx and I are suppose to be business partners, and I do not get so much as an email to let me know what is going on! I have to call them to find out why my account is suspended! Then when I fix the problem, they still will not fix my account! That is not the way I do business!

Desired Settlement: I want my $249.00 and my last $49.95 (I have been paying $49.95 for the last 5 to 7 months) for a total of $298.95.

Business Response: **** ******* signed and submitted the 5LINX® Independent Representative Application and Agreement form online on March 14, 2013. Mr. ******* was required to agree to the 5LINX terms and conditions as well as the cancellation policy prior to submission of the application.  The cancellation policy states that the Representative can cancel their transaction for any reason within 10 business days for a full refund of their initial investment. Additionally on this day, Mr. ******* elected to purchase Platinum Services. This is a monthly auto renewed service billed at $49.95 per month. Platinum Services provide our representatives with access to their personal website as well as their business reports.  While the above cancellation policy applies to this service as well, the representative can also cancel at any time after the first 10 business days.  However, this cancellation requires 30 days advance notice.  Mr. ******* complaint indicates that he had been unable to use his personal website. Since Mr. ******* enrollment, his platinum services had auto renewed successfully each month up until July 14, 2013. Throughout that period, Mr. ******* personal website was active and accessible. Upon the July billing period, 5LINX® attempted to capture payment from the credit card provided on file on 3 separate occasions. 5LINX® was unable to bill for Mr. ******* Platinum Services and therefore his services and website were disabled. Mr. ******* contacted our 5LINX® Representative Services on July 20, 2013 regarding his website being down and was advised that 5LINX® hadn’t captured payment. Per our records, later that day Mr. ******* then successfully up dated his billing information from his 5LINX® Virtual Office. His personal website was then made active by our system at that time. Mr. ******* personal website was active and accessible from that period on, up until October 24, 2013. Prior to this date, on September 26, 2013, 5LINX® received a statement from Mr. ******* bank. It stated the credit card holder was inquiring about charges from May, 2013. Mr. ******* purchased 5LINX® marketing materials totaling $60.49 on May 20, 2013 (please see attachment). These items were delivered successfully on May 23, 2013. 5LINX® responded to Mr. ******* bank inquiry with this information. Then on October 24, 2013 5LINX® received a formal chargeback dispute from Mr. ******* bank for these same charges. Due to the fact that inventory was sent, and each chargeback incurs a fee from the bank, our process is to immediately suspend the Representatives account until the issues is resolved. Mr. ******* contacted our Credit and Collections Department on October 31, 2013 and was advised why his account had been suspended.  Per our account notations, Mr. ******* claimed that he had never wished to dispute the charges. Mr. ******* was then advised to contact his bank to drop the dispute and that 5LINX® would need a statement that this was accomplished. On November 2, 2013 Mr. ******* called with an agent from his bank. The agent verbally confirmed that the dispute had been dropped however could not provide a statement to this effect. 5LINX® advised Mr. ******* that in lieu of a formal statement, as a courtesy, should he provide his bank statement reflecting the $60.49 re-debit from his account, and he pay the $30 chargeback fee 5LINX® incurred, we will lift the suspension from his account. Mr. ******* called our Representative Services Department on November 7, 2013 requesting to have his personal website activated. He was again advised that 5LINX® requires a copy of his bank statement. Mr. ******* then called our Credit and Collections Department on November 14, 2013. At that time he requested to cancel his Representative Account. Mr. ******* requested a refund for the final October 16, 2013 Platinum Services charge of $49.95. Mr. ******* was transferred and advised by our Representative Services Department that this was not a possibility given the circumstances surround his suspension. Mr. ******* called our Representative Services Department again on November 26, 2013. He requested to speak with a Supervisor however; one was not available at that time. Mr. ******* was informed that he could be put on a call-back list, promising a return call from a supervisor as late as 24-48 hours from that time. Per our notations, Mr. ******* declined this offer. Upon review of the situation, 5LINX® empathizes with Mr. *******; however we find that he was presented with proper information, materials, and documentation at sign-up. For this and the reasons below, we cannot offer any refund of services rendered. Barring the instances previously described as a result of Mr. ******* billing issues, he has consistently been able to utilize his personal website. The recent circumstances have stemmed from Mr. ******* submitting a chargeback for a valid charge in which he received 5LINX® products and goods. Since this time, 5LINX® has been made aware that chargeback case was awarded in our favor and have verified that the $60.49 charge has been credited to us. However, 5LINX® has incurred a chargeback fee of $30 that remains a negative balance on Mr. ******* account. Mr. ******* may contact our Credit & Collections Department at ###-###-#### and reference account number ************ to settle this balance. Should you require any additional information or documentation, please do not hesitate to contact me.
Cordially, ******* ** ****
Field Operations

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 They said the same things that I said in my complaint.  What they did not tell you was that I agreed to pay the $30.00 if they cut my site back on.  They never did! My site was cut off without my knowledge!  No where in the contract does it say that.  They did not have to do that.  All they had to do was call me, email me, text me, or anything to let me know that I made a mistake.  I lost 3 customers because of that!  After 3 months of playing chess and talking to my friend, I finally talked him into signing up; and neither he nor I could get onto my sight.  I did not know why!  Weeks go by and be backs out because I still can not get on my sight! That is why I want my money back.  They broke the contract not I!  All that they had to do was to let me back on my site!  If there was still a problem, they could have cut it off again.   I am not asking for all of my money back!  I knew what I was getting myself into!  I spent a lot of money trying to keep this business going!  I just do not like being cheated!  I paid for my site to be up and running 24/7 not closed 24/7!  Who in their right mind would pay for that?  They took it upon themselves to shut me down and cost me time and money then they need to pay me back! 
Regards, **** *******

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

12/6/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I was not completely informed of the 10 day cancellation policy, until after I canceled membership with the company.

Desired Settlement: I would like to receive a refund.

Business Response: ****** ******* signed and submitted the 5LINX® Independent Representative Application and Agreement form online at 11:27pm on November 18, 2013. Ms. ******* was required to agree to the 5LINX® Terms and Conditions as well as the cancellation policy prior to submission of the application.  The cancellation policy states that the Representative can cancel their transaction for any reason within 10 business days for a full refund of their initial investment. Additionally, Ms. ******* elected to purchase Platinum Services. This is a monthly auto renewed service billed at $49.95 per month.  While the above cancellation policy applies to this product as well, the representative can also cancel at any time after the first 10 business days.  However, this cancellation requires 30 days advance notice. Ms. ******* additionally paid a $45.00 5LINX Energy Training Certification Fee to be able to market the 5LINX® Energy Program to her customers. Per our records, Ms. ******* contacted our Representative Services Department on November 27, 2013. She was inquiring about cancelling “just in case”. Notations state that at that time Ms. ******* was advised “of the procedure” but no changes were made to her account. Per account notations, Ms. ******* then called on December 3, 2013. She formally canceled her 5LINX® Representative Account this day.  Ms. ******* then called again on December 4, 2013 regarding our cancellation policy. Per notations our agent made Ms. ******* aware that she was one day outside of her 10 business day policy. Ms. ******* then requested to speak with a supervisor and she was advised that a call back would be issued within 24-48hrs. Given that this request is in fact outside of our policy, a call center agent is not able to make the exception; it would require a supervisor’s approval.    5LINX® sympathizes with and apologizes to Ms. *******. We must speculate that had our Representative Services Supervisor had time to review and respond, 5LINX® would have certainly issued a full refund to Ms. *******. While the cancellation policy clearly states ten (10) business days, dependent on the circumstances of Ms. *******’s sign-up time, and the holiday, 5LINX® can be understanding of an additional day. As such 5LINX® has submitted a refund of charges totaling $343.95. This represents the initial sign-up fee of $249, plus the $49.95 platinum services charge, and $45.00 Energy Certification charge. Ms. ******* should receive the refund in her account roughly 3-5 business days after processing depending on her financial institution. Should you require any additional information or documentation, please do not hesitate to contact me.  
Cordially, ******* ** **** Field Operations

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/8/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I canceled all services prior to october 29 2013 and the are still charging me for services in the month of november

Desired Settlement: my $49.00 back for services i dont even use

Business Response: ******* ********** signed and submitted the 5LINX® Independent Representative Application and Agreement form online on August 25, 2013. Mr. ********** was required to agree to the 5LINX Terms and Conditions as well as the cancellation policy prior to submission of the application.  The cancellation policy states that the Representative can cancel their transaction for any reason within 10 business days for a full refund of their initial investment. Mr. ********** elected to purchase Platinum Services. This is a monthly auto renewed service billed at $49.95 per month.  While the above cancellation policy applies to this product as well, the representative can also cancel at any time after the first 10 business days.  However, this cancellation requires 30 days advance notice. Mr. **********’s complaint states that he cancelled his services prior to October 29, 2013; however he is still being charged. Per account notations, Mr. ********** contacted our Representative Services Department at 8:00am this morning, October 28, 2013. Based on his request, Mr. **********’s 5LINX® Representative Account and Platinum Services were cancelled at that time. Today’s call occurred three days after Mr. ********** had been appropriately charged for his elected auto-renew services on October 25, 2013.  While 5LINX® was following our declared policy; given Mr. **********’s request to cancel his platinum services occurred only a few days after it was charged, 5LINX® has refunded the final $49.95 charge. Mr. ********** should receive the refund in his account roughly 3-5 business days after processing, depending on his financial institution. Should you require any additional information or documentation, please do not hesitate to contact me.
Cordially, ******* ** **** Field Operations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I thought i cancelled service via the 5linx website. I then received a charge for the services when i contacted the company I spoke with ****** and said the charges were non refundable. I requested to speak with a supervisor. He refused to to escalate the call, telling me they are not children. He then placed me on hold for 10 mins and ******* **** came on the line stating that she was a supervisor i asked for conformation of the services being cancelled she told there was no conformation number to be given. I ask for something in writing and told me to go view the website. I advised her that i did not have internet access. I do not think it is fair to a consumer to be able to sign up on line for an online service and not cancelled that service when the website tells you that you can opt out, you have to call the company and have to wait 45 minutes for a representative to be rude to you

Desired Settlement: Reversal of the charge for the plantinum website services for the month of October

Business Response:

*********** ***** signed and submitted the 5LINX® Independent Representative Application and Agreement form online on August 8, 2013. Mr. ***** was required to agree to the 5LINX® terms and conditions as well as the cancellation policy prior to submission of the application.  The cancellation policy states that the Representative can cancel their transaction for any reason within 10 business days for a full refund of their initial investment.

Additionally, Mr. ***** elected to purchase Platinum Services. This is a monthly auto renewed service billed at $49.95 per month. Platinum Services provide our representatives with access to their personal website as well as their business reports.  While the above cancellation policy applies to this product as well, the representative can also cancel at any time after the first 10 business days.  However, per the 5LINX® Refund Policy document 111, this cancellation requires 30 days advance notice. 

Per account notations, Mr. ***** first contacted our Representative Services Department via phone on October 29, 2013. Similar to the details of complaint, Mr. ***** was under the impression he had cancelled his services via a 5LINX® website. As a 5LINX® Independent Representative, individuals are provided a “Virtual Office” containing documents, reports, and information pertaining to their 5LINX® Business. Mr. *****’ was made aware that there is no capability to cancel a Representatives Platinum Services or the 5LINX® agreement from within the 5LINX® Virtual Office. A Representative would need to contact their 5LINX® Representative Services via phone or email, or provide their cancellation request in writing.

Mr. *****’ Platinum Services had appropriately auto renewed each month, until October 8, 2013. Based on Mr. Mr. *****’ October 29, 2013 communication, his services were cancelled. Mr. ***** complaint states he was unhappy with the service he was provided on this call. Unfortunately, there is no recording of this communication. We trust that the Supervisor who took the escalation communicated the policy appropriately and professionally. While we can sympathize with Mr. *****, due to the described policy, there can be no option of a refund of the October 8, 2013 platinum services charge. We have attached the 5LINX® Refund Policy document 111. Please let this response serve as Mr. *****’ requested confirmation of the cancellation of his services.

Should you require any additional information or documentation, please do not hesitate to contact me.


Cordially,

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

Field Operations

 

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I believe that the service was cancelled on line with the option that was given.  The service and treatment that I received from the rep when I called on October 29, 2013 was unacceptable.  It is unfortunate that the company does not maintain recordings of their transactions with their clients. 

Regards,

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

 

 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

11/1/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my services in August for 5Linx and *********, however my account was debited in September and October. Cancellation was done by sending request to cancel services via fax and by speaking to a representative on the phone. Unauthorized charges have caused overdraft fees to my account as well.

Desired Settlement: A refund of all unauthorized charges including overdraft fees and for them to once and for all cancel my account and no longer charge my bank account.

Business Response: ***** and wife ********** ***** signed and submitted the 5LINX® Independent Representative Application and Agreement form online on September 13, 2012. Mr. ***** was required to agree to the 5LINX® Terms and Conditions as well as the cancellation policy prior to submission of the application.  The cancellation policy states that the Representative can cancel their transaction for any reason within 10 business days for a full refund of their initial investment.  Additionally, Mr. and Mrs. ***** elected to purchase Platinum Services. This is a monthly auto renewed service billed at $49.95 per month.  While the above cancellation policy applies to this product as well, the representative can also cancel at any time after the first 10 business days.  However, this cancellation requires 30 days advance notice. Per our records Mr. and Mrs. ***** both chose to purchase separate GLOBALINX® VoIP ****** on September 13, 2012. There is an additional up front charge and 1 year contract to purchase the declared GLOBALINX® item. Terms and conditions as well as cancellation policies are included on any and all application materials and online sign-up. This cost is not included in the 5LINX® Representative Membership. Mr. ***** complaint details the fact that he cancelled his 5LINX® and GLOBALINX® services in August, however was charged in September and October. Upon investigation, 5LINX® has determined these described charges were associated with ********** *****'s accounts. 5LINX® was able to locate the initial email request sent by Mr. *****’s Executive Assistant. Please review the attached documentation. Based on the request, at that time we formally cancelled any 5LINX® and GLOBALINX® accounts or services in Mr. ***** *****’s name. At that time no formal request was made to cancel any account in Mrs. ********** *****’s name. No changes are made to a specific account without a request being made about that specific account by the account holder or an authorized user. After review of the circumstances, 5LINX® can empathize with Mr. and Mrs. *****. In discussions with  Mr. *****, he has stated he intended to cancel both he and his wife’s accounts. Acting in good faith, 5LINX® has refunded any charges associated on his wife’s account processed since the Mr. *****’s cancellation was received. In total 5LINX® has refunded $172.59. This represents two $49.95 Platinum Services charges as well as two monthly GLOBALINX® service payments. The *****’s should receive the refund in their account roughly 3-5 business days after processing, depending on their financial institution. Based on this complaint, any account in Mr. or Mrs. *****’s name, 5LINX® and GLOBALINX®, has officially been cancelled and will not be billed any further. Should you require any additional information or documentation, please do not hesitate to contact me.
Cordially, ******* ** **** Field Operations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased enhanced care ** connect and was told that it would be ade3d to my points as a representative. Those points were not added after several phone calls with the correct information proving that the service was purchased. Each call was said to be processing the issue and that the last call was not logged that the information was given. I am also having an issue with my energy certification. I completed my training right away and still have not been able to see my certification and begin to use it. I have had to turn away customers because I don't have the capabilities due to no fault of my own.

Desired Settlement: To obtain the points earned and the certification in order to ensure advancement in the business without issue.

Business Response: ****** **** is an Independent Marketing Representative of 5LINX® pursuant to a Representative Agreement and Application signed September 28, 2013. 5LINX® Representatives are able to provide customers with the latest in telecommunications products, energy (gas and electric), and many other products and services for the home and business. Ms. ****’s compliant describes issues related to our 5LINX **********™ offering. **********™ is a health care solution provided by an affiliated vendor. Ms. ****’s first contacted 5LINX® on October 1, 2013 regarding an order she believed was missing from our system. Our Representative Services Associate advised she contact *********™ to determine if an order was placed. 5LINX® requires specific order identification information to research why it has not been sent to our system. On October 14, 2013 Ms. **** provided 5LINX® with the *********™ membership identification number, thus allowing us to conduct research on the missing order. During this time Ms. **** was also experiencing issues with her 5LINX® Energy Certification. Each 5LINX® Representative is required to pass a certification prior to marketing the 5LINX® energy program. In this case Ms. **** called in on October 3, 2013 explaining she had completed the certification; however our system hadn't recognized it. At that time a trouble ticket was issued to look into the issue. 5LINX® ultimately was able to resolve the issue with Ms. ****’s 5LINX® Energy Certification on October, 16, 2013. Additionally, we received a response from our *******™ vendor on October 18, 2013. They had located the order and sent it to our database. We have verified that each issue has been resolved. We apologize to Ms. **** for the any inconvenience this may have caused her. Unfortunately, these issues required more time than expected to resolve. We value our Representatives tremendously and regret that her experience was negative.  
Cordially, ******* ** **** Field Operations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased two (2) 5Linx power play gadget (it is a phone charger/bluetooth device) sometime in June 2, 2013 under Representative Identification Number (RIN) ******* for $ 343.89 inclusive of taxes. I was not happy with the products and decided to return them. Accordingly, I shipped and returned the 2 devices to 5 Linx. 5Linx received the 2 power play devices on or about June 14, 2013. I asked for a refund but my request for refund was not honored. I would call to follow up my refund but the customer representative would always say that I will be receiving my refund within 2 weeks. It has been 4 months now since I returned the devices. The last phone call I placed was given a ticket number, confirming the conversation that they will be sending the refund within 4 weeks. This call was placed last September 2013 and assigned a ticket no. *****.

Desired Settlement: Refund of the amount I paid for the 2 power play devices - $ 343.89.

Business Response: In response to the above complaint I have enclosed supporting documentation that explains 5LINX policies and procedures. The supporting documentation will also provide detailed information in regards to this customers 5LINX account. The conclusion of this document will provide you with a resolution to this complaint. 5LINX Information:   Ms. ******** ordered two (2) 5LINX Power Play device’s on June 2, 2013. These devices were shipped on June 4, 2013. It is outlined in the Power Play Terms of Service full refunds are only available within ten (10) days after shipment of device. No refunds will be issued after that period. On June 14, 2013 Ms. ******** called 5LINX and requested to close these 2 orders. The 5LINX customer care agent closed the 2 orders and submitted a refund request as Ms. ******** was eligible for a refund. 5LINX will take full responsibility of the lack of follow up with the refund request. The refund request was not submitted to our finance department in error. We apologize for any inconvenience this caused our customer. Resolution:   Ms. ********’s complaint is requesting a full refund. Upon review of the situation a refund has been submitted. On October 17, 2013 the credit of $326.89 was refunded back to Ms. ********’s credit card. If you should need further information or have any questions in regards to the enclosed documentation please do not hesitate to contact the 5LINX customer care department. The terms and conditions agreed upon during the order process are attached and outline the cancelation policies.   5LINX Enterprises, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/27/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I enrolled as a representative for the 5Linx company. Under this company, there are services that one can purchased. As a representative, I signed up for several services. About a forty five days ago, I emailed ****** **** customer service and requested that all of my accounts be closed. I received an email back from ****** **** acknowledging my request and saying that the accounts would be closed. The following month I received another withdrawal from my account. I emailed again and was told, that now my balance was zero and the account was closed. Yesterday another charge was sent through. This time I called. I spoke with a representative from ****** **** and was told that the account was closed. I informed the customer service representative that my account was still being charged. I was transferred to a 5Linx customer service representative. I was told that the account would be closed today. I informed the rep that I requested that the account be closed almost two months ago. The rep said that I had to call and I did not do this. I asked the rep if the companies are totally seperate entities. The rep said yes. My issue is that these companies are operating as one entity and I would have appreciated the online customer service rep letting me know that I needed to make a call to 5Linx to cancel that service. So, as a result, I received two additional charges that could have been avoided.

Desired Settlement: I would like to be refunded the last two charges as I requested cancellation of the service prior to those two charges.

Business Response: We have reached out to ***** in regards to this complaint and left her a VM to contact 5LINX back.  ***** originally sent in a cancellation via email to ********* on July 31st 2013.  We cancelled her ********* account and responded to her email on August 5th 2013.  At that time she stated she had several services, and asked if that cancelled them all.   We replied back to her on August 7th stating " Our records indicate that you only had one ********* service which was the ******. If you should need further assistance please contact customer support at the number listed below."  ***** never requested at any time to cancel her 5LINX position or any 5LINX services. ********* and 5LINX are two separate companies.  ********* is a phone service that ***** signed up for. I have refunded the last two transactions for her 5LINX account in good faith, but the 5LINX position remains active, as we haven't received a phone call prior to yesterday on her 5LINX account since she signed up for the business on 08/17/2012.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am **** *** ******* representing my mother **** **** who is the customer of Enhanced care MD of 5linx. My mother is computer illiterate and can't very well carry on English conversation. My mother was signed up for the product on July 26,2013 and on August 26,2013 at 9 A.M I called the customer service on behalf of my mother to discontinue her membership which the customer agent approved, later that day an automatic debit of $24.95 appeared on my credit card. So, I called again the next day to verify it with the customer agent and she was very rude, raising her voice at me because she wants to talk to my mother and was asking for the account no. & last 4 digits of her social security no. and I told her that when she was signed up for the product the social security information was not provided and no emails or acknowledgements were received from them about her membership. I told her that I represent my mother because she can't speak English well. The customer agent still insisted to talk to my mother without letting me finish the purpose of my call, so she did speak to my mother who had trouble understanding her on the phone that she had to repeat asking her. My mother had to give me the phone and the customer service told me that I am not eligible for refund because it has to be in 10 days and she is not in charge of the automatic billing. That I don't understand at all! When my mom became a member they did not even sent anything informing us about her membership and the product and when i called the customer service the first time it was well-handled, thinking that no further charges will be made.

Desired Settlement: I want a refund of $24.95 to my credit card please.

Business Response:

If you should need further information or have any questions in regards to the enclosed documentation please do not hesitate to contact the 5LINX customer care department.

Thank you

Customer: **** *** ******* on behalf of **** ****

Intake Number: *******

Date: 8/28/2013

Ms. **** signed and submitted the 5LINX enhancedcareMD application on July 26th 2013.

This is not Health Insurance but a Health Care solution that saves customers time and money whether insured, uninsured or underinsured by reducing unnecessary co-pays and doctor/ER visits.

Customers have 10 business days from the initial order to cancel in order to be eligible for a full refund.

Customers can cancel at any time before their bill cycle to ensure they will not be charged for their monthly service.

Ms. **** canceled August 26th 2013 which was her bill cycle.  The system at that time deducted the customers August monthly service charges.

Ms. ****’s complaint is requesting a refund of the August 26th 2013 $24.95 transaction. Upon review of the situation, at this time, 5LINX has submitted a refund request in the amount of $24.95 to be credited back to Ms. ****’s credit card. We would like to apologize for any inconvenience this may have caused our customer.

 If you should need further information or have any questions in regards to the enclosed documentation please do not hesitate to contact the 5LINX customer care department. The terms and conditions agreed upon during the order process are attached and outline the cancelation policies.

Sincerely,

5LINX Enterprises, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/30/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Was giving the wrong information when buying the product. Did not sign any paper. and realize that after the payment that it was a multilevel marketing. I called to cancel and they refused to refund my money.

Business Response:

To whom it may concern,

Upon investigation into Mr. *********'s complaint, it was determined that a 5LINX® Independent Marketing Representative elected to sign Mr. ********* up online themself. This individual claims that this was done so with the authorization of Mr. *********, however admits that Mr. ********* did not sign the online application and agreement. Based on this admission, Mr. *********  is not bound by the declared contract.

After discussions with Mr. *********, he was refunded $343.95 on August 14, 2013. This total is represents any and all charges associated with his 5LINX® account.

We apologize for any inconvenience this may have caused Mr. *********. 5LINX® can assure you this issue has been remedied with the 5LINX® Independent Marketing Representative responsible.

Cordially, 

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

Field Operations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I joined 5Linx as an Independent Marketing Representative in April 2013, when I joined the business I was advised that I had to get their platinum services which is my website and a service called Globalinx which is a business phone. I objected to the business phone because I had my own cell phone but I was told that you could not do the business without the Globalinx. I sold a security system and the company was supposed to pay me a bounty of $350, I only received $300. I called in May and advised them of the discrepancy, they agreed that I was supposed to receive $350. They stated that they would send it over to the IT department for correction and I could expect it in 2 weeks on my 5Linx prepaid Visa card. The 2 weeks had passed and I never received the missing commission, I called back and they advised that a supervisor would call me back. I received a call back June 17 advising that they would send me out a gift card for the $50 and it would take 4-6 weeks, I called back 8/1 to advise 5Linx that it has been 8 weeks and still no gift card they advised that a supervisor would call back and to this date I have not received my gift card or a call back. On 8/6 I called to advise that i no longer wanted to do the business because of the untimely manner that the missing commission issue was being handled, and I wanted my $50 back and I also wanted $119 back that I purchased for a nationals ticket that is scheduled in September. The company does not want to give me the money I'm owed nor do they want to refund me the price of the ticket. Additionally when I signed up for the business I was told that I had to get their Globalinx business phone in order to do the business since I canceled both services they have charged me a cancellation fee of $109.00 for the business phone. I don't think that it's fair that I am being charged a cancellation fee for a product that I didn't even want or need. 5Linx has been basically ignoring me for the money that is owed to me. This company is preying on poor people that's looking for an opportunity to take care of the family with hopes and dreams of becoming financially free. This company has treated me so bad in regards to correcting my money, I wanted to make this work but I just can't continue to represent a company that will not handle business professionally and in a timely manner.

Desired Settlement: I want the $50 that it is owed I want a refund for $119 for the Nationals ticket and I would like the $109 early termination fee for the Globalinx waived.

Business Response: We apologize for the issues Ms. ****** has experienced. Regrettably, our Security bonus payouts were delayed due to an issue with our affiliated vendors import system. Upon further investigation we have determined and rectified the issue. Ms. ******'s fifty (50) dollar correction to her bonus was successfully added to her account on August 9, 2013. This bonus should be disbursed to Ms. ****** this Friday August 16, 2013. Ms. ****** may review the details of this payout in her running account balance report in her 5LINX Virtual Office. Additionally, after her discussions with GLOBALINX Custoemr Care Department, we see that Ms. ******'s GLOBALINX early termination fee of $108.94 was refunded on August 8, 2013. Lastly, we have requested the refund of Ms. ******s International Event Registration of $119.95. Ms. ****** should receive the refund in her account roughly 3-5 business days after processing, depending on her financial institution. 


We once again apologize for the inconvenience this has caused Ms. ****** and hope that we can service her needs in the future. 

Cordially,

5LINX Field Operations

Consumer Response: I filed a complaint against this company 8/8/13 ID#*******. The complaint was resolved however the cancellation fee that I asked to be refunded to me was indeed refunded but the company later billed me for the cancellation fee.
I want the fee waived and a letter in writing indicating that the fee is waived for my records.

Business Response:

We must apologize to Ms. ******. As she states, the complaint was resolved. 5LINX formally refunded the Early Termination Fees of her GLOBALINX account on August 8, 2013. Regrettably, after this was successfully processed, due to a billing error the same refunded charges were reflected on a final invoice as a balance due. This was simply a clerical error as Ms. ****** was not in fact charged this amount. No fees were deducted from her credit card or account. The issue has since been addressed and Ms. ******s account has a zero balance as made apparent on the attached statement. 

We apologize for any inconvenience this may have caused Ms. ******.


Cordially, 


5LINX Enterprises, Inc.

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/16/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up to be a 5Linx rep. I understood there was a monthly fee for the website which I thought was $50 a month. My rep hasn't helped me. She doesn't contact me. None of the services 5Linx offers was explained. I was not aware that I would need to keep bringing in new reps in order to keep my status. There have been withdraws from my bank account that I NEVER authorized from Globlinx! I NEVER signed up for Globalinx or what ever it is. I don't have a home phone, internet or cable. I have a Straighttalk cell phone and internet service that I pay for through Clear. I almost cried when I called to cancel the Globalinx service and the guy told me there was a $99.00 early termination fee! I never signed up for this! I can't afford this! All I want is my money back. I'm done with 5Linx. I never thought I would have to go through all this. I don't blame the company. I blame the rep who brought me in who had access to my website. I've been charged $119 each month for 3 months and the early termination fee of $99.00. I would like to get a full refund of the monies that was unlawfully taken out of my bank account which totals $456 which includes an early termination fee for something I never signed up for.

Desired Settlement: I just want my money back.

Consumer Response: The consumer called on inquiry line and stated that the business contacted her and the complaint has been resolved.

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/13/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A few months ago I was introduced by some family members to a company called 5linx. I was encouraged to join, so I asked for more information. They did not explain the system very well, and the details were vague. I decided I wouldn't need to join unless it was necessary. When a promotion came up months later, I was prompted once again to join, and since I had just lost my job I saw it as a viable option. I did not however make a decision, I wanted to have more information first. I was supposed to receive a call at the end of that week, expecting to receive the necessary details. The family member who contacted me, a business partner with 5linx, called me a week later, persuading me to join immediately since the promotion ended in an hour. She offered to complete the sign up for me since I was out of town and away from a computer, so she asked for my information, SSN, debit card number, etc. Trusting her and knowing that she only meant well, I went through with the sign up and consented to the sign up charges, believing them to be one time payments. I was registered to the company on June 7. The charge for setting up the account with them was $450 total. I thought it was a one-time fee for joining the group. I was not informed beforehand that it was a number of fees for services bundled together. Also, at the time, I was continuously engaged in a full time summer program away from home and had little opportunity to communicate with the company to find out more about it. The starter package was shipped to my home address so I did not receive it until 3 weeks later when I went home for a visit. Still, I had difficulty reaching those who could tell me what I had to do or what would be required of me with joining this company. Much information was not disclosed to me beforehand and the surprises came in the form of unauthorized charges. As far as I knew, I was supposed to complete training for the company, but because of the nature of the program and limited computer access, I could not complete it. I had to request a break from the summer program in order to come home and retrieve my computer. I then decided that it was not the best time for me to invest the time and effort required to manage this business while engaged in the summer program, so I called the family member who signed me up, my main contact to the company, and told her that I would like to cancel my registration with the company for that reason, or at least put it off at a later time when I could focus more on it. That was on June 23. She said that she would call me back but I never heard back from her and I was too busy to follow up again. Time went on, and because I wasn't doing anything with the 5linx company, I didn't think that anything was happening with it. Unbeknownst to me, they were charging my account each month without my knowledge and consent. I had no way of checking my bank account during this time because of the work I was doing. I did receive an invoice through my email on the 15th of July, but it wasn't until August 8 that I saw it. The invoice however did not specify what the charge was for. An amount of $38.89 was automatically withdrawn from my account on 7/24 by GLOBALINX, but I had never authorized this company to take funds out of my bank account automatically. The email does however include an attachment that contains the invoice that says I ordered and paid for a phone, but I never asked for or requested the item. I have never once used the phone. After speaking to a representative on August 8, I figured out that the unopened package contained this phone that I did not realize I had received. 5LINX is charging me for the website or webservice each month, which I have not to this day ever visited or set up nor was I aware of a fee for this website. The first unauthorized charge they gave me was on July 9, 2013 for $49.95 from 5linx in New York. Then, I was charged $38.89 on July 24, 2013 by globalinx also based in New York. Finally, today, August 8, 2013, I was again charged $49.95 by 5linx. I called 5LINX customer service on August 8, 2013 and spoke to a representative who told me that the charges were non-refundable. I also contacted a representative from GLOBALINX by whom I was told that a a $99 termination fee was required to end the monthly payments for the phone service. I was then informed for the first time that it was a 12-month contract, thus the reason for the termination fee of $99. I cannot pay the termination fee at this time because there are currently no more funds in my account. Joining 5LINX only seemed like an OK decision because the family members involved were having success with the business. Because of the limited information provided to me beforehand, and being pressured into joining at the wrong time, this was something that did not work for me. Also, because I am a recently graduated college student with no job income and student loans to pay, I simply cannot afford to lose money to unauthorized and repeated charges that for me are quite heavy. I no longer have funds to cover the fees that the company is charging each month, let alone the $99 termination fee for a contract that I was not even aware I was bound to.

Desired Settlement: This company has bled my funds dry without even my knowledge. All I am asking is that they refund me the unauthorized charges totaling $138.79 and remove me completely from their program and services. I do not desire to have anything to do with this company.

Consumer Response: The consumer contacted the BBB and stated that she has spoken with the business and there was a lack of understanding on her part, and the complaint has been resolved.

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a 5linx rep since May 26,2013. On June 23, 2013, I ordered the 5linx security with the help of a 5linx/Protect America customer service representative Ms. C******y H*********n. I got my security system installed by Protect America on June 26, 2013 with the help of a technician named D****k G*****n. I sent an email to Protect America on June 25,2013 at 2:01am because I didn't receive any information through e-mail regarding my order. I emailed RepServices@5linx.com on July 1,2013 at 2:04pm because my 5linx security order and customer point did not reflect on my virtual office which could have helped me achieve the 20th customer point i needed to earn an extra $250 within 60 days of becoming an Executive Trainer. I was told by a 5linx customer representative on July 5, 2013: "Unfortunately at times Protect America orders do not import into our systems correctly. The research process is in place to find the customer’s order so it can be displayed in the reps personal customer report. I do apologize for any inconvenience and appreciate your patience." I called them and told me it would take 7-10 business days. After more than 10 business days, I called 5linx again and was told it would take 2 to 3 weeks to locate my order. I personally purchased almost all of my 20 customer points and even signed up my wife and got her qualified because I was told by my upline it's the fastest way to earn a bonus. We invested our savings into the business but due to budget constraints I can't wait another 2-3 weeks and pay for another month for our services. We ran out of friends to join the business because of the $250 fee and they won't even subscribe to our services because they are more expensive or not competitive enough. Just an example, a friend got a 4G cellular monitoring device just like Protect America for only $16.95/mth with no contract against PA's takeover of $29.99/mth for three years. Personally, I thought I could save a lot by being a 5linx energy subscriber. I paid $45 to get certified so I can market a 5linx energy from Amigo Energy, 5linx's energy partner. It turned out as a ripoff since they are offering a higher rate of $0.12/kwh + $0.035/kwh TDU and other fees. I had a rate of $0.079/kwh + $0.035/kwh TDU delivery charge before and I thought I would save $250 or more in one year if I stayed with my previous energy provider. I got a good deal with Gexa energy in our area courtesy of a friend I had PBR with: $0.047/kwh + $0.035/kwh TDU and a delivery base charge of $9.95/mth. Right now, I estimated a savings of more than $584 a year by canceling my 5linx energy subscription with Amigo Energy. Going back to my problem, only a certain D------e W----s appeared on my account on 7/8/2013 with an activated 5linx security on 7/22/2013(2pts). Again, I called a 5linx customer representative to correct the matter but nothing happened. I didn't sign her up and I don't know her. I contacted my National Director, * * to help me sort out my problem with 5linx, but still no result, my customer point was not credited to my account. Today is the 8th week since I ordered our home security with 5linx. Due to bank overdrafts and more important bills to pay, my dismay with how 5linx and Protect America inefficiently dealt with my customer point and poor customer service, I decided to cancel the recurring monthly services for our household. This problem caused me to lose more money and interest in the 5linx business. If representatives truly have the priority in 5linx's organization, I wouldn't be complaining here.

Desired Settlement: During the promo period I signed up for the 5linx security on June 23, 2013, the bounty was $400.00 for signing up and 1 customer point. I expect 5linx to settle this balance as soon as possible since we need the funds right now. I also expect them to credit my account with the 5linx security customer point promised. I also want them to cancel the $8 charge that appear on my virtual office for checking the reports on the status of my 5linx security customer point, bonus and running balance.

Business Response: We apologize for the issues Mr. ****** has experienced. Regrettably, our Security bonus payouts were delayed due to an issue with our affiliated vendors import system. Upon further investigation we have determined and rectified the issue. Mr. ******'s bonus was successfully disbursed to his account on August 8, 2013. Additionally, the eight (8) dollar reporting fee deducted has since been reversed. 


We once again apologize for the inconvenience this has caused Mr. ****** and hope that we can service his needs in the future. Should Mr. ****** wish to continue in the business we would like to offer him two free months of our Standard or Platinum Services as our courtesy. We have notated Mr. ******'s account and he may call our 5LINX Representative Services at ###-###-#### to do so.

Cordially,

5LINX Field Operations

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. 

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was signed on to services by one of this company's representative by the name of ***** ********. Mr. ******** evidently copied the front of the application for services and gave it to me. I was not given a complete application that has a attachment on which the back of it details information about cancelling products and services. Unfortunately, I did not get any information about product and services until after the deadline for cancelling the services. So, I had no idea that there was even a cancellation period. When I called Mr. ******** about cancelling my membership and getting my money back, he said that he would find out what the process was and get back to me. He has yet to do so. I was finally able to get in touch with someone in customer service after three days and they informed me that not only could I not get my money back but I had been entered into a year long contract that I had no idea that I was in. Evidently, I had been signed up for the service after I turned in my contract. There is a box to be checked, that I did not check, but was checked after I turned in the signed application. I am not only out of $149, but now they are trying to charge me $49.99 per month for a service that I don't even use and have never used and some other service called GlobalLinks that I have no idea what it costs. The representative, ****, that I spoke with was unable to connect me to a supervisor, but did say that she would leave a note for one to call me back.

Desired Settlement: I would like a full refund of all moneys given to this company. $149 for a membership, $49.99 for a Platinum Service membership (did not approve this), Cancellation of GlobalLinks service with no penalty and cancellation to any further charges to my credit card.

Consumer Response: The consumer contacted the BBB today and stated that the business has contacted her directly and resolved the complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/25/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called the business number for their Payment Solutions department about a month ago. I was on hold for an extended amount of time and left a message to cancel my account when I lost my job. We have had no income coming in to our home since then despite attempting to find work. They never returned my call and then took money out of my bank account about a week ago. I have called and left messages to try to have them cancel my account and put money back into my bank account with no response. I also sent an email. They gave me a number to call. I called the number they gave me because I have to fill out paperwork to cancel account and the number is disconnected or is having technical difficulties. Also, towards the end of the year last year I contacted their mobile department because wireless internet card line was able to be upgraded and we didn't need it anymore because we get internet on our phones. I used that line to upgrade my phone line. I asked them to make sure that the line that qualified for an upgrade was cancelled. No one ever explained to me that if I used that line to upgrade another line that the line that qualified for the upgrade would have a new contract. We weren't using that line and now have to pay for it for another two years.

Desired Settlement: I would like the last amounts that hit my bank from Payment Solutions department to be put back into my bank account and for my merchant account to be closed. Also, I would like the Mobile department to make sure that they admit their fault in what happened with the wireless internet phone line. I would like them to contact Verizon, cancel the wireless internet phone line and to receive a credit for all the months I had to pay for that line because it was never explained to me when I asked them how using an upgrade on another line works.

Business Response:

July 18, 2013
Ms. *******:
5LINX Enterprises, Inc. is a direct sales company that distributes its products and services through a
network of dedicated independent marketing representatives. Our representatives provide our customers
with the latest in telecommunications products and services such as; VoIP services, cellular phones,
business services, identity protection, satellite TV service, and many more. We are able to offer these
products and services as a third party reseller of several affiliated vendors. Each 5LINX Independent
Representative is able to promote their business through a provided personal website. The
Representatives customers are able view the entire marketplace of products and services made available
through 5LINX. Should a customer select a certain service, they are redirected to that product specific
landing page. Should they chose, the customer may enroll themselves via the respective products order
page. Once agreed by the customer, they are bound by that respective product or services terms and
conditions or applicable contract made apparent on each site.
****** **** ******* is currently a customer, of several products and services, under 5LINX
Representative ******* *. *******. Per account information Mr. and Ms. ******* share the same
address and phone number. Mr. ******* signed and submitted the 5LINX Independent Representative
Application and Agreement form online on November 17, 2012. Via Mr. *******’s personal website Ms.
******* elected to purchase internet services from an affiliated vendor on November 17, 2012. On this
date, Ms. ******* also elected to switch her home addresses energy service provider. On November 21,
2012, Ms. ******* elected to purchase the GLOBALINX® VoIP service. There is an additional up front
charge and 1 year contract to purchase the declared GLOBALINX service. Terms and conditions as well
as cancellation policies are included on any and all application materials as well as online sign-up.
Additionally, on November 21, 2013, Ms. ******* elected to purchase a cellular upgrade, through our
affiliated vendor, of her existing line service. This order was subsequently cancelled the following day
when the vendor determined this line of service was still under service, and therefore ineligible for the
upgrade. On November 24, 2012, as a result of the previous order denial, Ms. ******* elected to
purchase another cellular upgrade through our affiliated vendor, of a different existing lines service.
Attached are the specific details of these orders as well as an invoice of her order completion containing
applicable contract information. On December 14, 2012, Ms. ******* elected to purchase payment
processing solutions from our affiliated Merchant Services vendor. Attached is the specific contract
signed by Ms. *******. On February 22, 2013, Ms. ******* elected to purchase our data protection
and security backup service from our affiliated vendor. On this date, Ms. ******* also elected to
purchase the identity theft protection service from our affiliated vendor. Each any every product or service
is accompanied by respective terms and conditions and/or a contract that Ms. ******* would have
agreed to online during her order enrollment(s). Once the customer has agreed and submitted their order,
they are a customer of that specific vendor and not 5LINX Enterprises, Inc.
Per our records, Ms. ******* is responsible for a total of 8 orders under Mr. *******’s Representative
account. These orders, including the mobile service order described in the complaint, allowed Mr.
******* to receive a $100 Customer Bonus through the 5LINX compensation plan. Additionally, the
Merchant services account in Ms. *******’s name allowed Mr. ******* to obtain a $250 Merchant
Services Bonus offered by the vendor for the new enrollment.
In regards to complaint ID 9613002, Ms. ******* detail’s specific issues with the Cellular and Merchant
Processing enrollments. As Ms. ******* is a customer of these vendors respectively, 5LINX is
unfortunately unable to provide specific details beyond our own involvement. Regrettably, any information
regarding phone calls or customer service experiences that took place between Ms. ******* and these
vendors would need to be obtained directly from the respective providers. Ms. ******* may reach the
customer service line for our mobile vendor at ###-###-#### or Verizon customer service at ********
****. Ms. ******* may reach the customer service line for our Merchant Services vendor at ********
****.
Upon review of the situation, 5LINX empathizes with Ms. ******; however are unable to comment on
experiences that did not occur with 5LINX directly. While the respective service providers are affiliated
vendors with 5LINX, once the customer choses their product or service, they are a customer of these
vendors, and not 5LINX. Both 5LINX and each vendors product specific landing pages contain all proper
materials, documentation, terms and conditions, and contract information at sign-up to allow the customer
to make an informed decision. It must also be noted that the Mr. ******* achieved bonuses due to the
both orders described in Ms. *******’s complaint.
Should you require any additional information or documentation, please do not hesitate to contact me.
Cordially,
******* ** ****
Field Operations

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

5Linx always says to contact the company and the companies don't return calls, phone numbers aren't in service or there are long wait times on hold. What happened to a customer always being right? We have no income coming in right now and we can't have amounts coming out of our checking account for the merchant account and Globalinx when we don't have any money in the account. I'm asking for right now for any amounts that automatically come out of our checking account and the charge on my husband's credit card as a rep to be stopped. I don't believe that's an unreasonable request since my original request to cancel accounts can't be done.  

Regards,

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

Business Response:

5LINX® can empathize with Ms. ********* concerns. Our initial response was in no way denying any perceived request to cancel her services.  With regards to any and all other products and services ordered in Ms. ********* name, she must contact the providers directly to make an changes on the respective accounts. Again, 5LINX® is a third party reseller of several affiliated vendors. Once the customer elects to purchase the product or service, they are a customer of that respective Company. It must be noted once again that Ms. ******* may have signed a contract with each provider, and would be bound by that providers terms and conditions.

-Ms. ******* must contact the customer service line for her Verizon Wireless phone at ###-###-#### or ###-###-#### should she wish to cancel.

-Ms. ******* must contact the customer service line for her Merchant Services product at ###-###-#### or ###-###-#### should she wish to cancel.

-Ms. ******* must contact the customer service line for her ATT High Speed Internet at ###-###-#### should she wish to cancel.

Because GLOBALINX® is a subsidiary of 5LINX®, we are able to cancel the GLOBALINX® VoIP services originally ordered on November 21, 2012. While this service carries a 12 month contract, in an effort of good faith, 5LINX® has waived the $99 Early Termination Fee.

Ms. ********* response states that she wishes to cancel her husband’s Representative related services as well. At sign up of Mr. ********* representative account on November 17, 2012, he elected to purchase 5LINX Platinum Services. This is a monthly auto renewed service billed at $49.95 per month. Platinum Services provide our representatives with access to their personal website as well as their business reports.  This service last auto-renewed on July 18, 2013. Due to Ms. ********* latest request, we have ceased and further Platinum Service deductions and refunded the final billing cycle occurring on July 18, 2013. Should Mr. ******* wish to cancel his 5LINX® Representative account completely, he must contact our 5LINX® Representative Services Department at ###-###-#### or email ***********@5LINX.com.

The ********* should receive the refund in their account roughly 3-5 business days after processing, depending on his financial institution. Should you require any additional information or documentation, please do not hesitate to contact me.

Cordially,

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

Field Operations

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

7/10/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I decided to become a representative for the company on March 8, 2013. I gave my application, information and registration fee of $249 + $49 for individual web page. In speaking with my representative I was told that I should have received several packages of information. I contacted the company to request a refund and was emailed the refund policy. I was also told that all of this information was available on the website. I would like to inquire if that is the case then what was the purpose of the fee? Why I did not have any contact from the company. I have requested a refund because this is not the experience that I expected to have with this company. The webpage, meetings and promotions did not mention that you pay money to get a Representative number with no other information provided.

Desired Settlement: I would like my money (249 + 49) refunded back to me.

Business Response:

******** ****** signed and submitted the 5LINX® Independent Representative Application and Agreement form online on March 8, 2013. Ms. ****** was required to agree to the 5LINX terms and conditions as well as the cancellation policy prior to submission of the application. The cancellation policy states that the Representative can cancel their transaction for any reason within 10 business days for a full refund of their initial investment.

Additionally, Ms. ****** elected to purchase Platinum Services. This is a monthly auto renewed service billed at $49.95 per month. Platinum Services provide our representatives with access to their personal website as well as their business reports. While the above cancellation policy applies to this product as well, the representative can also cancel at any time after the first 10 business days. However, this cancellation requires 30 days advance notice.

Ms. ****** complaint indicates that she was advised by another representative she would be receiving “several packages of information”. It is our assumption this representative was referring to the “starter kit”. At sign-up, Ms. ****** Social Security Number (SSN) was not provided. Representatives who do not provide a valid SSN are made aware during the enrollment that their account will be placed in “hold” status. Representatives in a hold status are able to work the business as an active representative would. However, the tangible representative starter kit is not sent to the new applicant and any potential bonus or commission payouts would be held until the information is presented to 5LINX. Being that her account was automatically placed on hold, Ms. ****** was not sent a starter kit.

Upon completion of the 5LINX representative application and enrollment, every new representative, including those in a hold status, are sent a welcome email to the address provided to 5LINX. This email contains the new representative’s identification number, username and password, company contact information, and other information essential to a representative starting their business immediately upon sign-up. This information allows representatives to log in to their back office, otherwise known as “Virtual Office”. Within the Virtual Office representatives can find any and all of the necessary documents, trainings, and product information they need to run their 5LINX business. The earlier mentioned starter kit contains basic documentation regarding 5LINX Opportunity and products and services, however it ultimately directs representatives to their Virtual Office as the primary source business information.

Per account notations, Ms. ******’ emailed our Representative Services Department on April 9, 2013. She requested to cancel her Platinum Services. This request was granted and billing ceased on this date. It is documented that on June 3, 2013 5LINX received a merchant chargeback from Ms. Ms. ******’ financial institution regarding her final Platinum Service charge. Upon investigation, it was realized that the final charge was auto renewed on April 8, 2013. Given that Ms. ******’ request was made one day after the charge, 5LINX accepted this chargeback to allow the credit card company to refund.

Upon review of the situation, 5LINX empathizes with Ms. ******; however we find that she was presented with proper information, materials, and documentation at sign-up. At this time, 5LINX cannot offer any additional refunds. Based on the details of this complaint any account in Ms. ****** name has since been cancelled and will not be charged moving forward.

Should you require any additional information or documentation, please do not hesitate to contact me.

Cordially,
******* ** ****
Field Operations

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The response given by 5LINX is unexceptable. As a milloin dollar business is it common practice to allow this situation to go unchecked, meaning,  at what point was I going to be contacted to discuss the problem with my social security number. I would suggest that this incident be placed in their record for any future potential representatives. It seens to me that they are no better than a ponzie scheme.

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am an Executive Director of 5Linx & I have had issues with my Global home phone service for over 2 months. While I was on the phone with a rep before inquiring about something else, I did ask to speak to someone about my home phone service which was giving me trouble. I was told how to get the box working again & it did for a lilttle while but started giving me trouble again. For teh next 6 weeks my home phone stated "no line" however I was still being charged 35.87 every month, i even called once to try & keep the service but just lowering the plan so I didnt have to cancel & at that time I was told I cant lower the plan for 10 months. No one seemed to care for the fact I had a service I could not use. how can you uphold me to my end of the contract if their end isnt being honored? Furthermore I am a representative of this company, its hard for me to push a product that I don't believe in myself. I called again to speak to someone about the charges or I was just gonna cancel the guy kept insisting that I spoke wioth technical support. I did not want to speak to tech support anymore I simply did not want to be billed for service that was not working, he kept telling me I wasn't trying to solve the problem. At that point I opted to cancel & he gladly took my payment & still refused to offer any credit on the 35.87 I just paid 8 days ago, which is also unfair to pay a month for 8 days worth of service.

Desired Settlement: I desire a refund of my 99.00 cancellation fee, because I had a non working product, which I also sold for the company as well. I do not want my credit affected by this in ANY way & I also want to be prorated for the 35.87 that I paid for only 8 days of service. I think thats fair considering there were still almost 2 motnhs I paid without service

Business Response:

Date: 5/28/2013

In response to the above complaint I have enclosed supporting documentation that explains GLOBALINX policies and procedures. The supporting documentation will also provide detailed information in regards to this customers GLOBALINX account. The conclusion of this document will provide you with a resolution to this complaint.

______________________________________________________________________________

Order Date: 1/12/2013               (One Year Contract)

  • If a customer chooses to cancel their GLOBALINX account within the 12 month contract they are charged an early termination fee in the amount of $99.00. We do not charge this fee for customers on our “Home Unlimited Annual Plan”.

______________________________________________________________________________

GLOBALINX Information:  

The GLOBALINX order was placed on 1/12/2013. In order to precede with a GLOBALINX order the customer must electronically agree to our terms and conditions.

On 4/23/2013 the customer called into our customer care department to update the billing information we had on file. The customer also stated the service was not working properly. Our customer care agent offered to transfer the customer to our technical support department to trouble shoot the device to determine the issue. The customer declined trouble shooting the device at that time. There were no previous calls into GLOBALINX indicating the service was not working.

On 5/23/2013 the customer called requesting to cancel due to the service not working. The customer requested the Early Termination Fee of $99.00 be waived. He was advised in order to justify the early termination being waived he would need to trouble shoot the device to determine the issue as there were no previous calls to our technical support department. The customer again refused to speak to the technical support department.

On 5/23/2013 a Customer Care Supervisor reviewed the account and advised the early termination fee would not be waived at that time due to the customer had not once spoken to our technical support department to determine if there was an issue with the device. The supervisor also reviewed the call history and saw there was much usage on the line. The supervisor advised the customer to speak with the technical support department to trouble shoot the device. Once the device was tested by the technical department the account would be reviewed again to determine if there was justification in waiving the early termination fee. Once again the customer refused to speak with the technical support team.

Resolution:  Due to the information provided above the early termination fee will not be refunded. In good faith the May invoice in the amount of $35.87 has been refunded to the credit card we had on file.

If you should need further information or have any questions in regards to the enclosed documentation please do not hesitate to contact the GLOBALINX customer care department. The terms and conditions agreed upon during the order process are attached and outline the cancelation policies.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I find it alarmingly shocking that a company I market for & sell products for, gave me this substandard resolution. As a customer, no one wants to call customer service every time a product stops working, it becomes a nuisance & it very annoying that I have to take those steps just to get a resolution. When I pay for something I want it to work & dont feel I Have to be forced to trouble shoot any product once, twice or any amount of times per month. I was annoyed after the FIRST time being that I represent this company AND that I spent so much for activation & equipment. The phone service had been very sporadic for over 6 weeks, it was NOT in CONSTANT usage, and no one can tell me otherwise, because it stated NO LINE for weeks. A contract between ANY 2 people should be honored from both sides, & Globalinx did not do that & I was held responsible due to that. I was not offered to speak to a supervisor in order to not a pay a termination fee, he spoke as if it was not getting waived regardless but that I HAD to speak to technical support, which means he wasnt listening to me when i said I dont think its afir that I have to go thru all these steps for a product to work. I would have been even satisfied with half of a credit but that wasnt even offered. Instead I was told I can have my money back for paying a whole month for 8 days of service I never had in the first place. I'm not happy with the response again in the least now that I know the customer side as well; Its just going to be impossible for me to have faith in this product with customer as an Executive Director. 

Regards,

***** *****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/1/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased the company's product. The back of the contract states that i needed to return the business products and information within 10 business days. I purchased the product on 3/16/2013 put it in the mail March 23 well within the allotted time. It was received by the company on 3/26. when i called the rep told me that i needed to call to cancel but the contract says nothing about calling just return within 10 business days. They did not refund my money nor did they return the product Then they came back and kept trying to charge my debit card a monthly fee and finally they charged my account another $144.00 for late fees and the account should have been closed

Desired Settlement: 5linx to refund me the 249.00 enrollment fee 49.95 platnum service fee 24.95 globallinx fee and the 144.00 extra fee immediately that they charged

Business Response:

******* **** signed and submitted the 5LINX® Independent Representative Application and Agreement form online on March 16, 2013. Mr. **** was required to agree to the 5LINX terms and conditions as well as the cancellation policy prior to submission of the application. The cancellation policy states that the Representative can cancel their transaction for any reason within 10 business days for a full refund of their initial investment.

Upon completion of the 5LINX representative application and enrollment, every new representative, is sent a welcome email to the address provided to 5LINX. This email contains the new representative’s identification number, username and password, company contact information, and other information essential to a representative starting their business immediately upon sign-up. This information allows representatives to log in to their back office, otherwise known as “Virtual Office”. Within the Virtual Office representatives can find any and all of the necessary documents, trainings, and product information they need to run their 5LINX business. They are also shipped a “starter kit” containing basic documentation regarding 5LINX Opportunity and products and services. The kit ultimately directs representatives to their Virtual Office as the primary source business information.

Additionally, Mr. **** elected to purchase 5LINX Platinum Services. This is a monthly auto renewed service billed at $49.95 per month. Platinum Services provide our representatives with access to their personal website as well as their business reports. While the above cancellation policy applies to this product as well, the representative can also cancel at any time after the first 10 business days. However, this cancellation requires 30 days advance notice.

Per our records Mr. **** also chose to purchase a GLOBALINX® GMV service on March 16, 2013. There is an additional up front charge and 1 year contract to purchase the declared GLOBALINX application. This cost is not included in the 5LINX Representative Membership. Terms and conditions as well as cancellation policies are included on any and all application materials in the online sign-up. GLOBALINX offers a 15 day money back guarantee should the customer wish to cancel.

In both the case of the 5LINX Independent Representative Application and Agreement and the GLOBALINX service, the respective Representative or customer must contact the company to request to cancellation. The tangible Representative application contains a “Notice of Cancellation” form which can be signed and sent, emailed, or faxed to the Company. Additionally, a Representative may simply call into our 5LINX Representative Services Department and request a cancellation. Both the tangible application and online agreement state “I understand that I may CANCEL this transaction, without any penalty or obligation, within TEN BUSINESS DAYS from the date registered. If I cancel, any property traded in, any payments made by me under the contract or sale, and any negotiable instrument executed by me will be returned within TEN BUSINESS DAYS following receipt by 5LINX of my cancellation notice, and any security interest arising out of the transaction will be cancelled.” Mr. ****’s complaint indicates that he returned his 5LINX starter kit to the Company in an effort to cancel his account. Should we receive a returned starter kit, due to an undeliverable address or “return to sender”, our process is to reach out to the Representative to determine if they would like us to resend. Contrary to Mr. ****’s statement, returning the starter kit, without specific instructions, does not result in 5LINX canceling a Representatives account, as we would not do so without an actual or definitive request.

Per account notations, Mr. **** first contacted our 5LINX Representative Services Department on April 5, 2013 at 10:20am. He indicated that he “mailed his cancellation”. The Call Center Associate advised that we were up to date an all mailed items. At that time Mr. **** chose to leave the account as is to “check on things”. Mr. **** called back that same day at 7:00pm. Mr. ****s then clarified that he returned his starter kit because he wished to cancel his membership. The Call Center Associate was provided the new tracking information by Mr. ****s and confirmed it was received by our warehouse on March 28, 2013. Per notations, it is documented that Mr. **** then stated he changed his mind about cancelling and requested to have his starter kit resent back to him. He was made aware at that time he would be required to pay a $5.00 reshipping fee. Per his request, Mr. ****’s account was left in an active status.

With regards to Mr. ****’s GLOBALINX account, we have no record of a request to cancel this service either. Based on non-payment, the account was put in a “Payment Past Due” status on April 29, 2013 and eventually suspended on May 2, 2013. After several attempts to capture payment, GLOBALINX assessed an Early Termination Fee of $99 on the May 21, 2013 invoice. This amount was later captured. Mr. **** first contacted the Customer Care Department on May 29, 2013. Per notations, Mr. **** called in to GLOBALINX about his invoice however the call dropped.

Upon review of the situation, 5LINX empathizes with Mr. ****; however we find that he was presented with proper information, materials, and documentation at sign-up. 5LINX never received a sufficient request for cancellation, and eventually was told by Mr. **** to keep the account open. 5LINX cannot offer a refund on these charges. Upon investigation of the GLOBALINX account, we have determined that there was only one call made on the service, and it was less than a minute. In good faith we have refunded Mr. ****’s initial payment of $62.16 as well as the final $144.15 charge including his past due amount and the ETF. Mr. **** should receive the refund in his account roughly 3-5 business days after processing, depending on his financial institution. Based on the details of this complaint, any account in Mr. ****’s name has since been cancelled and will not be charged moving forward.

Should you require any additional information or documentation, please do not hesitate to contact me.

Cordially,

******* ** ****
Field Operations

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I feel that 5linx is not honoring their no reason cancelation because regardless of why I wanted to cancel, and if I  they were keeping me in the business why didn't they return my business packet.  I feel the entire process is a means for them to try and scam people, because I didn't receive my packet until after the march 19th.  I returned my items with the contract signed in a timely manner ten business days would have been march 29th.  I have attached both contracts and you should see how  I feel they are presenting fraudulent information. 

Regards,

******* ****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My cousin introduced me to this company he said he is doing fine and this would be something I may be interested in so joined one of the criterias of getting one of the several bonuses they offer is to complete these on line courses and pay and complete one called 5linx energy I paid 45 dollars for that and completed it but I cant print it out and they wont mail it to me I completed the other courses and the same thing they say the computer is saying I didnt complete them and it will take a 2 to 3 daysv no it turned into weeks and I spoke with several people concerning the matter and they tell me nothing they can do about itv they use a therd party company for the university and I got to wait even longer no I put out ads mailled advertisments and printed and handed out business cards I believe someone contacted vthem through my name I just didnt get credit for it so they wont pay out bonuses I advise you guy to subpena all their company finances because this is how they make money some are succesfull but a vast majority are dupped Im one of the dups IM not stopping here I WILL KEEP MAKING NOISE UNTIL SOMEONE HEARS ME this is not fair im on disability I figured this is a way to make etra cash I dont have funds to throw away PLEASE HEAR MY COMPLAINT

Desired Settlement: REFUND ALL MY MONEY I PUT INTO IT AND PLEASE DONT LET OTHER PEOPLE GET PLAYED PUT AN END TO THEIR SCHEMES ON THE AMERICAN PEOPLE

Consumer Response:

From: **
Sent: Wednesday, May 22, 2013 10:25 AM
To: **
Subject: Re: You have a new message from the BBB

I spoke with a **** **** Field Manager at 5linx he has resolved all my issues I thank you for helping me in a swift manner I am pleased with what he did I formally retract my complaints.

Business Response:

Jennifer,

Attached is an email from the individual who submitted complaint ID *******. We assisted the individual  and have retained him as a Representative with 5LINX®. I’m hoping this communication, which I am assuming he also sent to your organization, is sufficient to close the case.

Please let me know if there are any additional needs from 5LINX®.

Thank You,

******* ****

5LINX® Enterprises, Inc.

Field Operations

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/8/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: i have been havin problems wth this company wth there service im on disabilty an i told this to this company i get my check on the third an they tell me my billin is on the middle of the month ,,,,we hav be goin bac an forth with this in the past i hav put more on my bill too keep my phone on thie month i put 40.00 on my bill an asked if that wud keep my phone on,,i was told yes by an agent of this company they turned my phone off anyway now there tllin me it be ause of the billin time wen i asked this on april 3 even with the added money i put on. told them many many times wen i get my monry...no matter wat i try they keep turnin my phone off.....i need my phone for many reason an i tell them that no matter wat i try keep turnin off my phone an the hav the extra money i put on the bill

Desired Settlement: my phone still off even tho i ask an ask them too work with me

Business Response:

 

In response to the above complaint I have enclosed supporting documentation that explains GLOBALINX policies and procedures. The supporting documentation will also provide detailed information in regards to this customers GLOBALINX account. The conclusion of this document will provide you with a resolution to this complaint.

______________________________________________________________________________

Order Date: 11/8/2009               (One Year Contract)

  • If a customer chooses to cancel their GLOBALINX account within the 12 month contract they are charged an early termination fee in the amount of $99.00. We do not charge this fee for customers on our “Home Unlimited Annual Plan”.

______________________________________________________________________________

GLOBALINX Information:  Customers billing date is on the 14th of each month in the amount of $14.95 plus all applicable taxes. Payment is due 7 days after receipt of the invoice and will automatically be charged to the credit card on file. GLOBALINX will try to collect the customers balance due on the 21st of each month.

Accounts more than 7 days past due are subject to service suspension. Reinstatement of service will only take place after all past due amounts, and all applicable late charges, have been received by GLOBALINX. A reconnect charge may also apply.

 

GLOBALINX currently does not have the ability to change billing cycles for our customers. In the past we have made exceptions to accommodate Ms. ****’s needs, as she is a valued GLOBALINX customer.

On 6/15/2011 Ms. **** was given a temporary credit in good faith towards her monthly bill to allow the phone service to remain active.

On 8/1/2011 Ms. **** again was given a temporary credit in good faith towards her monthly bill to allow the phone service to remain active.

On 1/2/2013 Ms. **** was given another temporary credit in good faith towards her monthly bill to allow the phone service to remain active.

On 1/28/2013 Ms. ***l’s phones services in good faith was reactivated by issuing a temporary credit towards her GLOBALINX billing account.

On 2/25/2013 Ms. **** called our customer care department to express her concerns regarding the bill cycle and requesting her phone service be reactivated. She stated she needed the bill cycle to be on the same date as when she receives her disability check. She was advised we were unable to honor that request at this time. We have given numerous credits and exceptions to try and accommodate her the best way possible. She requested to speak to a GLOBALINX supervisor.

On 2/26/2013 Ms. **** spoke with a customer care Supervisor requesting a credit be given and the phone service be reactivated. The credit request was declined at that time. She was explained we have given her billing extensions for the past 2 consecutive billing cycles. We were unable to continuously offer this option.  She was advised the bill cycle date remains the same each month. We in the past have made steps on our end to help her make her monthly bill. At that time she was informed there would not be temporary credits given moving forward.

On 3/25/2013 Ms. **** again called requesting a temporary credit be applied towards her account. She was advised by a supervisor that we were not able to apply the temporary credits any longer. We have given her repeat extensions in the past in good faith.

On 4/3/2013 Ms. **** made a payment in the amount of $40.00 towards her $26.16 March monthly service charge. This left a credit of $13.84 on the customers billing account towards the April monthly service charge.

4/25/2013 Ms. **** called questioning why her line was suspended. She was advised her April service charges was $26.08 leaving a balance due of $12.24 as there was only the $13.84 credit balance on her billing account. She requested to speak with a supervisor.

4/27/2013 A customer care Supervisor applied $12.24 credit toward Ms. ****** April monthly service charges and reactivating her account once again.

 

Resolution:  At this time our system does not have the ability to change the customer’s bill cycle. Ms. ****** bill cycle will remain to be on the 14th of every month. We will deduct the charges on the 21st of each month. We have applied 1 month of credit of $26.16 which will go towards the May monthly service charges in assisting Ms. **** to be 1 month ahead. We will deduct the next payment on her June bill cycle. No further credits will be applied moving forward.

 

If you should need further information or have any questions in regards to the enclosed documentation please do not hesitate to contact the GLOBALINX customer care department. The terms and conditions agreed upon during the order process are attached and outline the cancelation policies.

 

 

GLOBALINX

275 Kenneth Drive

Suite 100

Rochester New York 14623

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered Dish TV through 5linxs and they had a promotion that I would get 2 $50 visa gift cards for signing up through them about 5 months ago and I have called a few times only to get the same story that they will call me back and look into why I will get 2 $50 giftcards and to wait at least 3 months after purchase well it is going on 6 months and I have not even received 1 $50 gift card this company I think is a scam and all should be aware that they advertise a promotion and then do not follow through with there agreement

Desired Settlement: I would Like my 2 $50 visa gift cards that I was told by there rep that I called to set up my service with I would receive and I would also like a email from the CEO or some one Higher up than a manager to explain why they do this to people

Business Response:
**** ******* placed a DISH Network satellite order through 5LINX® on October 6, 2012. To place the order a potential customer calls our satellite affiliate Simplexity. Simplexity processes the order and the customer becomes that of DISH Network. 5LINX received notification that this particular DISH Network order was activated on October 15, 2012. During the time of the enrollment 5LINX held a product promotion offering a $50 gift card to qualifying customers for activation. This promotion was facilitated by our affiliated vendor Simplexity.

Upon investigation of this issue, Simplexity has indicated that * $50 promotional gift card was shipped out to the customers address presented on file,*, on December 9, 2012. Based on this received complaint Simplexity verified the card had been delivered successfully at that time. They also confirmed the card had not been used.

In an effort to resolve the grievance, on March 28, 2013 Simplexity shipped a replacement gift card to * address. Simplexity has made us aware that they have paid to expedite the card and *should receive the card in 3-4 business days.

Both 5LINX and Simplexity apologize for any inconvenience this has caused *. Should you require any additional information or documentation, please do not hesitate to contact me.

Cordially,

*
Field Operations


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/22/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for 5linx through a representative. $50 a month was all that was required a month to maintian a website. I was practically called by 3 or 4 people constantly to sign up, even though I said not at this time. I reluctantly signed up and no help or guidance was provided. I was getting email and texts, but noone would respond. I started getting another $40 taken our on top of the $50 for an unexplained reason. I have tried calling and emailing but waits for both. Today there was a 214 minute wait. Last month I tried canceling my subscription and they said it is a another $100 dollar canceling fee. Never was I given a contract stating any of the other charges besides the monthly $50. Customer service purposely denied a call or email last month so I would have to pay another $90 for the month of March. I gave this a shot for the first 2 months. As the fear of being unemployed around the holidays lurked, I had to pay less attention to 5 linx. This did not sit well with the other members. Never had a formal introduction to anyone and help was not provided by any means. They took advantage of the situation I was in at the time, which was the fear of losing my real job and alone in NYC. I will not talk bad about this company or my experience with them if they simply meet me halfway on most of my demands.

Desired Settlement: I would like a refund of the extra $40 from the past 4 to 5 months that I was charged. Also the $100 for canceling will be either waved or taken out of my representatives pockets. I have lost almost $900 because I was promised help and guidance. Neither was provided to me when I was searching for both. I want a refund of everything other than the $50 for the past 6 months. I feel as though the sign up fee should be returned for the constant calling and texting to my personal phone, when i was being recruited.

Business Response: ******* ***** signed and submitted the 5LINX® Independent Representative Application and Agreement form online on October 12, 2012. *** ***** was required to agree to the 5LINX® Terms and Conditions as well as the cancellation policy prior to submission of the application. The cancellation policy states that the Representative can cancel their transaction for any reason within 10 business days for a full refund of their initial investment.

Additionally, *** ***** elected to purchase Platinum Services. This is a monthly auto renewed service billed at $49.95 per month. While the above cancellation policy applies to this product as well, the representative can also cancel at any time after the first 10 business days. However, this cancellation requires 30 days advance notice.

Per our records *** ***** also chose to purchase a GLOBALINX® VoIP GSP-10 on October 12, 2012. There is an additional up front charge and 1 year contract to purchase the declared GLOBALINX item. Terms and conditions as well as cancellation policies are included on any and all application materials and online sign-up. This cost is not included in the 5LINX® Representative Membership. In his complaint, *** ***** mentions a monthly charge of “$40”. The monthly charge for *** ***** GLOBALINX GSP – 10 VOIP application was roughly $35 per month. Upon investigation, we have determined that *** ***** application has a total of 5 minutes of activity.

*** ***** complaint details general remorse regarding his experience with 5LINX. He states that he felt as though he received minimal support from his upline leadership. Furthermore, he claims that he has attempted to reach out to our customer support teams. Per account notations, *** ***** has never contacted 5LINX or GLOBALINX. Had *** ***** made 5LINX aware, it is standard practice to reach out to the upline to resolve and provide the Representative with assistance.

After review of the circumstances, *** ***** agreed to become a 5LINX Representative and was aware of both the start-up and monthly Platinum Services fees. Given the cancellation policy of each, 5LINX can offer no refund. 5LINX sympathizes with *** ***** and acting in good faith will refund $171.14. This represents any and all charges associated with the GLOBALINX application. Additionally, we will waive the $99 Early Termination Fee. *** ***** should receive the refund in his account roughly 3-5 business days after processing, depending on his financial institution. Based on this complaint, any account in * name, 5LINX or GLOBALINX, has officially been cancelled and will not be billed any further.

Should you require any additional information or documentation, please do not hesitate to contact me.

Cordially,
*
Field Operations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband purchased 2 Velocity tablets one of which I have had problems with from day one. Called 5Linx for assistance after assistance, than I asked for a refund. Advised no refund after 10 days however the contract reads no cancellation of the pre-order after 10 days. I pre-ordered the devices and the delivery date was one month and I did not recieve it for a month almost 2 moths pasted the promised date. But it is ok for them to fall short of their promise without penalty. Needless to say I was stuck with the device. I finally got the device to work somewhat to my satisfaction. However now the unit does not charge (battery). I called again and advised I would receive a return shipping label of which now over a month later I have not received the return shipping label. 5Linx idea of customer service is NONE. Grab the money and RUN! Don't worry about repeat customers.

Desired Settlement: I beleive after all the problems I have had with this product a fair resolution is a refund since This is what I ask for just after I received the product.

Business Response:

Customer ****** R. ******** elected to pre-order two 5LINX® Velocity Tablets at our 5LINX International Event held in New Orleans, Louisiana. This event took place between January 12 -14, 2012. The products were purchased under 5LINX Independent Marketing Representative ***** ********, Ms. ********’ husband. Each customer was made aware this offering was a “pre-order” at $100 per product. The final balance would be due once the products were available and shipped. Ms. ******** was required to agree to the 5LINX Velocity Terms and Conditions as well as the cancellation policy prior to submission of the order. The cancellation policy states that the customer can cancel their transaction for any reason within ten (10) days of receipt of the devices, for a full refund of their initial investment.

Due to unforeseen issues regarding International Shipping and Customs, the products arrived in the United States later than expected. Per account notations The ******** Velocity Tablets went active on May 8, 2012 after they had been shipped and received by the customer. At that time the remaining balance of $130.25 was captured per product.

Per account notations, on July 6, 2012 Representative ***** ******** called regarding returning both the tablets. Mr. ******** was made aware of the cancellation policy. He was transferred to our technical support team and the issues were resolved to the customer’s satisfaction on July 13, 2012. On December 28, 2012, Ms. ******** called regarding an issue she was having with one of her devices. At that time 5LINX advised Ms. ******** to send the device back to us for testing. A return postage label was sent by our system automatically to the email provided on file for the order. Ms. ********’ complaint explains she never received this return shipping label. Upon discussion, Ms. ******** explained she does not regularly check the email provided to 5LINX. On January 21, 2013, 5LINX sent another prepaid return postage label to a new email provided by Ms. ********. The Velocity Tablet was successfully returned to 5LINX today, January 28, 2013. Upon testing, we have been able to verify the issues Ms. ******** had experienced.

As such, 5LINX sent a refund request to our Finance Department for the charges of the one defective device totaling $230.25. Ms. ******** should receive the refund in her account roughly 3-5 business days after processing, depending on her financial institution. We apologize for any inconvenience this may have caused Ms. ******** or her husband. Should you require any additional information or documentation, please do not hesitate to contact me.

Cordially,
******* ** ****
Field Operations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/13/2013 Billing/Collection Issues
12/26/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On December 10, 2012, a call was made to the company to inquire about additional charges deducted from my account, I was directed to ****, a customer service representative. Our conversation was going well until he told me "Your account will be refunded in a week's time, or when a supervisor get to it." I asked nicely to speak with a supervisor because his answer was unacceptable to me, and as a comsumer, I should be able to speak to a supervisor if requested. **** told me that HIS answer was the final answer.....which again I ask to speak to a supervisor, he again repeated his response. By this time I was very agitated and quite livid with him because I was extremely upset at his dismissal of my request, so **** with his "authority" hung up on me. I called back and spoke with *********, another customer service representative, when ask to speak with a supervisor, she began to tell me the same thing except she was more polite, at which time she did tell em that the supervisor was with another customer, however, she took my info. and said I should expect to receive a call from a supervisor within the next day.

Desired Settlement: I would like a formal apology from ****** direct management, not another customer service representative, along with a responsible and timely refund of the charges to my account.

Business Response:

Complaint ID Number:                   *******

Date:                                           12/17/2012                        

In response to the above complaint I have enclosed supporting documentation that explains GLOBALINX policies and procedures. The supporting documentation will also provide detailed information in regards to this customers GLOBALINX account. The conclusion of this document will provide you with a resolution to this complaint.

______________________________________________________________________________

Order Date:        9/30/2012(One Year Contract)

GLOBALINX Information:

The customer contacted GLOBALINX customer support on November 28, 2012 to cancel her services. At the time of cancelation the customer was charged for an early termination fee in the amount of $99.00 due to discontinuing her service within the one year contract.

On December 10, 2012 the customer contacted GLOBALINX in regards to a pending charge that reflected on her account for $78.06. The billing agent that the customer spoke to advised her that he would submit a refund request due to the error. The only balance the customer is responsible for at this time is the taxes associated to the early termination fee and that amount is $19.70.

GLOBALINX determined that the billing system made an error and was able to void out the pending transaction of $78.06 prior to the balance being collected. Unfortunately, the agent at the time of the call was not able to see this in the system.

Resolution:

GLOBALINX truly apologizes for the frustration this error caused and took the necessary steps to reverse the incorrect charge prior to capturing the funds. The Customer Care Manager will reach out to the customer to personally apologize for this issue.

If you should need further information or have any questions in regards to the enclosed documentation please do not hesitate to contact the GLOBALINX customer care department.

GLOBALINX

275 Kenneth Drive

Suite 100

Rochester New York 14623

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/13/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchase a tablet thru sales pitch from company Rep. I did not order product via computer Sales Rep order Tablet I received Tablet did not operate correctly I returned producted. I was never informed of back order I had contacted company via e-mail with no response finally i was sent an email and and which I called number that was given to me Tablet still ahs not been shipped I ask for a credit to my credit card, informed Linsdney I had to purchase a tablet due to i need o9ne for school she refuse to credit my account. I should have been informed of back order.

Desired Settlement: REFUND

Consumer Response:

* from 5Linx went over and beyond to insure everything was handle to accommodate the issue at hand he followed up via telephone so that I was please I am happy with his. business matter his company should be proud to have him on staff.  Thank you*


Consumer Response:

* followed up with the complaint I was very very impress with his professional manner he went over on beyond to insure I was satisfied he contacted me daily to let me know the problem was being taking care of 5LINX has a great employee his customer care was knocked out of the Ball Park this up to you *


Business Response: Customer * ordered the 5LINX® Velocity Tablet on October 13, 2012. This product was purchased online from the 5LINX personal website of 5LINX Independent Marketing Representative *. * was required to agree to the 5LINX Velocity Terms and Conditions as well as the cancellation policy prior to submission of the order. The cancellation policy states that the customer can cancel their transaction for any reason within ten (10) days for a full refund of their initial investment.

Per account notations 5LINX received the Velocity Tablet in our office on 10/31/2012. There was no formal contact or direction received from the customer. Given this scenario, 5LINX normal process is to test the product for issues. On November 5, 2012, it is documented that the product tested good and no inconsistencies were discovered. This information was sent to our customer service department whom reached out to *** ******* to make her aware on November 6, 2012. Regrettably, there was no answer, and our team indicated they were unable to leave a voicemail. Instructions were documented should the customer call in.

On November 27, 2012 *** ******* called in to our customer support team. She indicated she had initially sent the product in because she wanted a replacement. However, since that time she had purchased a tablet from a different company. *** ******* requested a full refund. Per account notations, the customer care associate advised *** ******* she was outside of her cancellation period and no refund could be offered at that time.

On November 28, 2012 5LINX received *** *******’s formal Better Business Bureau complaint. After speaking with the customer, 5LINX sympathizes with *** ******* and her experience. While the customer care associate correctly explained our documented policy, we have determined that a refund can be extended. As such, on November 30, 2012, 5LINX sent a full refund request to our Finance Department for the charge of $230.40. *** ******* should receive the refund in her account roughly 3-5 business days after processing, depending on her financial institution. We apologize for any inconvenience this may have caused *** *******.

Should you require any additional information or documentation, please do not hesitate to contact me.
Cordially,
*
Field Operations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/14/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My problem is this. I was duped to buy into this program that I would be making lots of money! They used a co-worker of mine to get me. The pressure to join was heavy. I ended up having a $343.00 charge to my debit card. I was under the impression that I had 30 days to cancel if not satisfied. I signed up on September 30. After more requests to buy into other services and attend more pricey conventions, I realizesd that it was asking more money of me than I am able to make. I called the corporate office to cancel on October 15. I asked the customer service rep when I am to expect my full refund. He said I was supposed to have done that within 10 days. That is unfair! That is too short of a window for someone to understand that it is not for them. It is hard times economically for me and the fact that they got to my emotions to make me believe that I will make money by joining them is wrong. I am under so much stress right now, its affecting my life in a very negative way.

Desired Settlement: I just want 5linx to refund me my $343.00. That's it! Please help me.

Business Response:

Good morning,

 Please see the attached response from 5LINX in reference to complaint number *******. If you should need additional information please feel free to contact me at any time.

 Sincerely,

 **** **********

***********@5linx.com

 

November 6, 2012

 Mr. ******** submitted an online application to be an Independent Representative of 5LINX® Enterprises, Inc. on September 30, 2012.  At that point he was required to agree to the 5LINX® cancellation policy prior to submission of the application. The cancellation policy states that a representative can cancel the transactions for any reason within 10 business days for a full refund of their initial investment.

 This information is clearly stated in the Terms and Condition each Representative must agree to prior to submission of the application.

 

The 5LINX Customer Care Manager has attempted to contact Mr. ******** on two occasions to address his questions and concerns in regards to the policy.

 We regret to hear of Mr. ********’s displeasure with 5LINX®, however the most pertinent information is clearly provided to each potential Representative before signup. Unfortunately, due to our cancellation and refund policy no refund will be available for Mr. ********.

 Should you require any additional information or documentation, please do not hesitate to contact me.

 Cordially,

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

Field Operations

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/29/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a velocity tablet through them and they basically told me that because it was passed 10 days since I ordered it that I was not able to get a refund. Quoting their one line on the order page that says that you wont be eligible for a FULL refund, which the rational person would take as they have a restocking fee. So basically I bought a poorly manufactured device trying to support someone(who said that I had 30 days to return) and their illusion of striking it rich and now I'm out $270+ because I didn't return it 10 days after ordering when it took them 5 of those 10 days to ship it to me.

Desired Settlement: I want a full refund including the amount for up front for the ERP program.

Business Response:

5LINX® Independent Representatives ****** ********* Sr. and ****** L. ********* promoted the 5LINX Velocity tablet to ****** *****. Mr. ***** is a son-in-law of the ***********. His order was placed on September 15, 2012. Each customer is required to agree to the Velocity’s Terms and Conditions as well as the cancellation policy prior to submission of the application. The cancellation policy states that a full refund is available within 10 days of order.
Mr. *****’s complaint declares that the *********** advised him he had 30 days to return the item. Upon discussion, the *********** apologetically admitted they may have misinformed him on the cancellation policy.
Given the circumstances, 5LINX was made aware that Mr. *****’s in-laws personally reimbursed Mr. ***** for the cost of the product. Based on the *********** request, the product was transferred into their name from Mr. *****’s.
In conclusion, 5LINX empathizes with Mr. *****. Our Representatives should be aware of the policy regarding all our products. This information is made available to the customers but should be communicated as well. We have assisted in resolving this matter to Mr. *****’s satisfaction. He has made us aware that he has attempted to retract the complaint but to no avail.
Should you require any additional information or documentation, please do not hesitate to contact me.
Cordially,
******* ** ****
Field Operations

Consumer Response:

Better Business Bureau:

I would like to retract my complaint in reference to complaint ID *******, the issue was a misunderstanding and was resolved with sale rep(family member), company had no misconduct in this issue. 

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/13/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have to cancel my account with 5linx because they will not allow me to transfer upline. I can see if I was producing income for the person above me and they was scared that I will be causing the person to lose money, but that isn't the case. I haven't made any money. I lost money instead. I haven't got enough help to make money. Since I can't transfer organizations to get the support I need, I will like to get a refund and use that money to find another network marketing business out there.

Desired Settlement: I will like to get a refund or transferred to another organization

Consumer Response:

I haven't heard anything back yet from 5linx about refunding me my money. I had wasted so much time and money on this company. I currently looking for another network marketing company that is going to slow me down from reaching my goals. Thanks a lot for this 5linx.
I want a refund.
I had qualified for the 5linx a $100 bonus during my first 60 days and had never received the bonus. I had worked very hard to force get those customer points. I recommend that anyone thanking about joining 5linx is to save your money and not follow victim to its network marketing scams.

My hundred dollar bonus

Business Response:

*********** ******** signed and submitted the 5LINX® Independent Representative Application and Agreement form online on June 14, 2012. Mr. ******** was required to agree to the 5LINX® Terms and Conditions as well as the cancellation policy prior to submission of the application. The cancellation policy states that the Representative can cancel their transaction for any reason within 10 business days for a full refund of their initial investment. Upon sign-up Representatives are agreeing to comply with and adhere to the 5LINX® Statement of Policies and Procedures. We have attached a copy of this manual for review.
5LINX® is a direct sales multi-level marketing company. New applicants sign-in under established Independent Marketing Representatives and create a team or “organization”. It is imperative within our company that we maintain the integrity and structure of these organizations. Therefore per our policies, Representatives cannot simply change organizations or “uplines”. However, 5LINX® is able to provide several options to Representatives to ensure their experience is positive and successful.
Mr. ******** emailed our Field Operations Department on August 21, 2012 requesting to change organizations. A Field Operations Associate contacted him back and advised him of his options. At that time Mr. ******** stated he was experiencing issues with his upline. He was made aware that he is not required to work with this particular individual directly. Mr. ******** was advised he is able to work with other team members and even others outside of his organization however his account would remain in his current sponsorship. Mr. ******** stated he wanted to work alone and not be under anyone. He was advised this is not the nature of our business and would not function with our compensation plan. Per the Field Operations Associate, Mr. ******** was upset by the information provided and ended the conversation.
5LINX® received the Better Business Bureau complaint on August 24, 2012. The same Field Operations Associate attempted to reach out to Mr. ******** to resolve on August 25, 27, and 29, however received no response.
Mr. ******** most recent detail regarding this complaint attests he has not received $100 bonus earned. Our records indicate this bonus was paid on August 24, 2012. This was disbursed on a 5LINX® Pay Card or “eCard” sent to his address on file. Should Mr. ******** not have received this payment, he is able to contact the Ecount card company at ###-###-#### to request a replacement.
On August 29, 2012 Mr. ******** cancelled his Representative Account. Based on our cancellation policy Mr. ******** agreed upon at sign-up, no refund can be offered. 5LINX® sympathizes with Mr. ******** however has specific policies in place regarding sponsorship. As an option of resolution, should Mr. ******** wish to reactivate his position, we are able to draft a “Position Move Request Form”. Mr.
******** must decide whom he wishes to be placed under. 5LINX® can then issue the form to his current
upline team members. These Representatives have the option to approve or deny the requested move. Should all upline Representatives authorize the request, Mr. ******** account will be moved. On the contrary, should Mr. ******** wish to remain cancelled for a period of 12 calendar months, or until August 29, 2013, he may then sign-up under any organization he chooses. Mr. ******** is able to contact me directly to discuss at ###-###-####. Regrettably, there are no other options 5LINX® is able to offer given these circumstances.
Should you require any additional information or documentation, please do not hesitate to contact me.
Cordially,
******* ** ****
Field Operations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/29/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I am a 5Linx rep and I purchased 2 National Event tickets and I am not able to attend due to health reasons from my military service. I called 5Linx rep services on 8-13-2012 at approx 6pm cst to request a refund. The event in question is for 09/15/2012. The rep said that it is non-refundable but that wasn't advertised at the point of the sale or purchase of these tickets. I have been a loyal customer and representative for 5Linx but their dishonor in several agreements are getting to be rediculous for a "reputable" company.

Desired Settlement: I request a FULL refund for these event tickets because I won't be able to use them and it is more than enough time to cancel. I could see if it wasn't a proper notice but this is 5-6 weeks from the event. Please resolve this issue as soon as possible!!!

Business Response:

**** ***** ********* was an active 5LINX® Independent Representative since January 31, 2012. On June 22, 2012 he elected to purchase two (2) 5LINX International Event registrations tickets to the September 12 – 15, 2012 event being held in *******, GA. The tickets are sold at $139.95 each. As indicated on our refund policy documentation as well as on the registration tickets, there are no refunds, transfers, cancellations or exchanges.
Per account notations Mr. ********* contacted our Representative Services Department on August 13, 2012 requesting a refund for the Event registrations. An associate correctly advised Mr. ********* of our published policies at that time.
Based on Mr. *********** complaint he has experienced health issues that will not allow him to attend. Upon discussing with Mr. *********, 5LINX® sympathizes and apologizes for any inconvenience this may have caused him. On August 16, 2012 5LINX® sent a refund request of $279.90 to our Finance Department. This total represents the two (2) $139.95 5LINX International Event registrations tickets. Mr. ********* should receive the refund in her account roughly 3-5 business days after processing, depending on his financial institution.
Should you require any additional information or documentation, please do not hesitate to contact me.
Cordially,
******* ** ****
Field Operations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/23/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I called and canceled my account with Global Linx and 5 Linx over 3 yrs ago and I have been charged $9.95 Per month for the membership cost. I called Clobal linx first to confirm and they did confirm my account was closed. Why would I not close out both accounts if I said I did not want to do this type of work anymore.

Desired Settlement: to be refunded for the past 3 yrs.

Business Response:

August 15, 2012

******** ******* ****** ****** signed and submitted the 5LINX® Independent Representative Application and Agreement form online on November 14, 2008. Our records indicate she went by the name ****** Y. ******* at that time. Ms. ******* was required to agree to the 5LINX® Terms and Conditions as well as the cancellation policy prior to submission of the application. The cancellation policy states that the Representative can cancel their transaction for any reason within 10 business days for a full refund of their initial investment.
There is a yearly membership fee to retain a 5LINX® Representative account. Each 5LINX® Representative is able to choose between a $99 fee for the entire year or $9.95 per month. The latter is an auto renewed fee billed monthly. Ms. ******* elected to purchase the $9.95 monthly membership fee on December 1, 2009.
Per account notations, Ms. ******* contacted our Representative Services Department on March 18, 2011. She requested to cancel her Representative account and GLOBALINX® services. Upon review it does not appear that this was accomplished for her monthly membership.
5LINX® sympathizes with Ms. ******* and apologizes for any inconvenience this may have caused her. Based on our error, 5LINX® has sent a refund request of $159.20 to our Finance Department. This total represents sixteen (16) $9.95 monthly membership fees. Ms. ******* should receive the refund in her account roughly 3-5 business days after processing, depending on her financial institution.
Should you require any additional information or documentation, please do not hesitate to contact me.
Cordially,
******* J. ****
Field OperationsCordially,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/22/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Dear BBB, I am writing as a current member of 5 Linx Enterprises. I signed up with 5 Linx June 4, 2012 and had $249.00 taken from my account that day. I also was told to get energy certified which was another $45.00. However, I got charged for this twice. I was also charged for Platinum Services, or in other words my website, for another $49.95 which was to be taken from my account monthly. The grand total of charges to date is approximately $438.90. When I first attended the meeting on June 4, 2012, I was amazed at the success that some of these people had. The opportunity was presented in a way that made it seem like you were not alone in building your business, which was the complete opposite. I worked very hard within my first month so I could get my quick start bonus. I made at least 100 flyers explaining the energy program to customers and had 500 business cards to hand out to people. I was told by my up line that this was the best way to get people to look at your website and at least be interested enough to give me a call. I went into this business with an open mind and easy going personality, and I thought I would succeed. I did my research beforehand and I did see that only 3% of people who sign up are actually successful. I did not expect anyone to do my work for me, but I did expect the "representatives come first" motto to actually hold it's value. When I first started I would get phone calls from my up line and they would tell me not to give up and make my pique and pass calls and I did but I still had no results. One gentleman in my up line sent text messages daily with snippets of business books, but never once personally gave you a call to help you out. There were a few people in the business willing to help me, but quite often were unavailable to pick up the phone or respond to a text. I tried to go to as many meetings as possible while balancing everything else in my life, but none of the meetings were local.

Desired Settlement: My efforts in this business were tremendous and I tried to get my money's worth but the opportunity is meant for all. Most people are successful because they know someone in the business already, but I went in this alone and was not mentored like I was told. I am writing in the hopes to get a full refund for the misrepresentation of the company and poor customer service.

Business Response:

August 13, 2012
****** ******* 5LINX® Independent Representative Application and Agreement form was signed and submitted online on June 3, 2012. Ms. ***** was required to agree to the 5LINX® Terms and Conditions as well as the cancellation policy prior to submission of the application. The cancellation policy states that the Representative can cancel their transaction for any reason within 10 business days for a full refund of their initial investment. Representatives may elect to purchase platinum services. This is a monthly auto renewed service billed at $49.95 per month. While the above cancellation policy applies to this product as well, the representative can also cancel at any time after the first 10 business days. However, this cancellation requires 30 days advance notice.
Ms. ******* complaint details general remorse regarding her experience with 5LINX®. She states that she felt as though she received minimal support from her upline leadership. Per account notations Ms. ***** has never contacted 5LINX® regarding these perceived issues. Had Ms. ***** made us aware, it is standard practice to reach out to the upline to resolve and provide the Representative with assistance.
Per our records, Ms. ***** contacted our Representative Services Department to cancel her representative account on August 4, 2012 at approximately 3:50pm EST. At that time it was determined her final Platinum Services fee had been charged at roughly 8:15am EST that same day. Ms. ***** requested a refund of the charge and was transferred to a Representative Services Supervisor. In keeping with cancellation policy declared above, our Supervisor explained a refund could not be made available.
Upon review, 5LINX® sympathizes with Ms. *****. While the Supervisor correctly explained our documented policy, there can be room for flexibility if the refund request was made the same day as her cancellation. As such 5LINX® has sent a refund request to our Finance Department for the final August 4, 2012 charge of $49.95. Ms. ***** should receive the refund in his account roughly 3-5 business days after processing depending on his financial institution. We apologize for any inconvenience this may have caused Ms. *****. At this time no other refunds will be afforded.
Should you require any additional information or documentation, please do not hesitate to contact me.
Cordially,
******* J. ****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/8/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A large amount of money has been taken from my account for a monthly membership fee that should have only been $46, but a total of $298 was taken instead. When I notice the charge of $298 i immediately contacted the number provided from my bank in regards tothe charge. When i finally made contact with a customer service Rep. he was extremely rude and refused to listen to anything I had to say regarding the situation. I eventually asked to speak with a supervisor and even another agent and he refused stating 'No, because I have already asnwered your questions and you only want to speak with someone else because you didn't like my answer." Again I tried explaining my situation to him and that I only want to avoid conflict with him so would he please transfer me to someone else. again the agent refused me and was very rude. I tried to research a corporate number, but I had no such luck.

Desired Settlement: I am just at a lost as to what to do in order to have my funds returned to me as soon as possible. On top of that I am accurring late fee's for charges that those funds taken were intended to cover. i dont want this happening to someone in the future and I need any assistance available with this matter. Thank you and I appreciate your time.

Business Response:

Good afternoon,

 

Ms. ***** submitted an application to be an Independent Representative of 5LINX®Enterprises on July 17, 2012. Additionally, on that date, she selected to utilize 5LINX® Platinum Services. This is a monthly service allowing representatives to obtain extra business reports, a company provided email address and subscription to our quarterly magazine, as well as other benefits. According to the terms of the agreement she entered into, she may cancel the agreement for a refund by submitting a signed formal cancellation request within ten (10) business days of sign-up.

Per account notations, Ms. ******* sister, ********** ****** ********* our office on July17, 2012 stating that she had not authorized the use of her credit card for this account. The 5LINX Representative Services agent explained to Ms. ****** the process in which 5LINX has to remove a credit card from an account.  5LINX® Cancellation policy was then described. On July 18, 2012 Ms. ***** contacted our office and stated that she had charged too much money on her sister’s credit card and requested to cancel her membership. Per notations, the cancellation request was received on July18, 2012.

After receiving the cancelation request 5LINX refunded Ms. ******** card for the membership fee of $249.00 as well as the Platinum Service charge of $49.95.

It is unfortunate this complaint reached you at the same time it reached us. This situation had been appropriately addressed and resolved due to the normal process. Should you require any additional information or documentation, please do not hesitate to contact me.

Cordially,

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

5LINX CustomerCare Manager 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/1/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I attended a 5 linx information session about joining as a representative. I decided to join and fill out a form . Since I did not have all the requested information with me, the representative told me to sign the application to be eligible for the 6/1/12 promotion and I can add the missing information later. After 3 days I asked the 5 linx rep for a copy she told me do not worry that she will give it to me the next day; I have never been given a copy of the form nor any kind of documents . Four days later 6/5/12 , I noticed that an amount of $398.37 was withdrawn from my account, and a week later two boxes was sent to my address. I have never been so chocked in my entire life to find out that 5 linx has been so dishonest and unethical to without my consent process unauthorized transactions from my bank account (see below) . I then realized that this was a fraud and since have been trying to contact the company to get my refund. I made several calls to 5 linx since June 5th with no success. Again, on 7/8/12 I spoke to someone that told me that they are going to remove my web site, but can’t refund me any money…Again on 7/9/12 5 linx withdrew another $ 49.95 from my account. 06/05/2012 ATM/POS WITHDRAWAL #**** ***** ***** *********** NY $49.95 06/05/2012 ATM/POS WITHDRAWAL #7*** ***** ***** *********** NY $249.00 06/05/2012 ATM/POS WITHDRAWAL #**** ***** ********* ************ NY $99.42 07/09/2012 ATM/POS WITHDRAWAL #7*** ***** * **** *********** NY $49.95 Total = 448. 32 This is a fraud and I want all my money back.

Desired Settlement: Stop taking unauthorized money from my account, refund my money and not use my personal information.

Business Response: Attached is our formal response to the declared complaint. Should you require any additional information or documentation, please do not hesitate to contact me.

Cordially,

******* J. ****

Field Operations

****** ********* signed and submitted the 5LINX® Independent Representative Application and Agreement form online on June 4, 2012. Ms. ********* was required to agree to the 5LINX® terms and conditions as well as the cancellation policy prior to submission of the application. The cancellation policy states that the Representative can cancel their transaction for any reason within 10 business days for a full refund of their initial investment.
Additionally, Ms. ********* elected to purchase Platinum Services. This is a monthly auto renewed service billed at $49.95 per month. While the above cancellation policy applies to this product as well, the representative can also cancel at any time after the first 10 business days. However, this cancellation requires 30 days advance notice.
Per our records a GLOBALINX® Digital Terminal Adapter (DTA) application in Ms. *********’s name was initiated on the same day. There is an additional up front charge and 1 year contract to purchase the declared GLOBALINX® application. This cost is not included in the 5LINX® Representative Membership. Terms and conditions as well as cancellation policies are included on any and all application materials as well as online sign-up.
Ms. *********’s complaint indicates that she did “decide to join” and filled out the application. However, she feels the individual that promoted the opportunity to her did not explain the information is its entirety or provide copiesl of the documentation. Upon receipt of her complaint we did reach out to Ms. *********.  She indicated that she was piqued by her “church friend” out to ********* ******** who is an independent representative. 5LINZ has attempted to reach out to Ms. ******** several times to glean more information but to no avail. Ms. ********** representative account is currently being held in a suspended status pending her response to this investigation.
Based on our notations, Ms. *********’s first and only call to our Representative Services Department was on July 10, 2012. The notation reads “[****** *********] ci and she signed up on 6/4/12. She is saying she knew about the 10 days refund period but she is also saying she never checked the box on the application for the monthly $49.95 charge services for plat.  She now wants to cancel and be refunded...”
Ms. *********s 5LINX account and services were cancelled.  She was made aware at that time that a refund would not be permitted due to her request being made outside of our cancellation policy.
On July 11, 2012, Ms. ********* spoke with a supervisor regarding her GLOBALINX® account. Based on Ms. *********’s  The supervisor made her aware that should the device be shipped back  5LINX will refund any fees associated, as well as waive the $99  early termination  fee.  To date 5LINX® has not received the device.

® After our first discussion, 5LINX has attempted to reach Ms. ********* several more times. She has neglected to take our calls or respond to voicemails. Regrettably, 5LINX® has not adequately been able to speak with either party involved regarding this complaint. However, upon review of the situation, as a courtesy we have refunded both of Ms. *********’s platinum services charges totaling $99.90. Ms. ********* should receive the refund in her account roughly 3-5 business days after processing, depending on her financial institution. A refund of Ms. ********* representative start-up fee is not available due to multiple statements indicating she did wish to join and was aware of the policy. Any account in Ms. *********’s name has since been cancelled and will not be charged moving forward.

Should you require any additional information or documentation, please do not hesitate to contact me.
Cordially,
******* J. **** Field Operations




BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/23/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear Better Business Bureau Manager: I would like to file a complaint against 5Linx Enterprises for services that I cancelled and products that I returned, and get a full refund. Below is a narration of the facts: In one of the meetings I attended as Independent Representative, on the second week of January 2012, there was so much hype about the Velocity tablets and the Las Vegas Event. Velocity was on sale at $199.99. I was so excited I ordered two tablets at $100 each for initial down payment, and I signed up for the Las Vegas Event for $123.15 (scheduled on May 30, 2012). My Visa was charged $323.15 on January 26, 2012. However, after one week, I realized I would not want to attend the event and I wanted to cancel, but the 5Linx representative said the Las Vegas Event was not refundable. I asked the reason why considering the event would be held at the end of May yet, the representative said it was the policy. Not wanting to argue, I silently decided I’ll just treat it as additional loss. On May 8, my Visa was charged a total of $351 for the balance of the 2 tablets. I was wondering why they cost $275.50 each when the order price was at $199.99. When I received the package on May 24, only one was in it. I called UPS, and they said there’s another package, which arrived on May 28, 2012. These two packages cost me twice the delivery, and the 5Linx office did not make comments as to why. I tested the tablet, and it was a total disappointment. I had to do several taps before the icon would open, if it opened at all, and picture from the camera was grainy. I returned both tablets on June 5, 2012 and paid another $32.16 for postage. I called the 5Linx office on July 4, 2012 to follow up, and the next day received a call from *** and said that I cannot get a refund because it was past the 10-day period when I returned it, and there was no RMA. I did not know that return policy is 10 days, but I know that for other products like the telephone adapter, it is 15 days. I did not know either, that I need to call them to return the item. This is just too much for me. For these reasons, I would like to request that the membership and other services that I signed up for be refunded. There was so much information missing while I was being recruited to this business. I signed up on the evening of December 19, 2012, at about 10:30 pm. My representative was so excited and so was I, to do the business. However, after she left that night, I had second thoughts and realized this was not for me. Early morning, on the 20th, I called my rep to cancel, but she said I can no longer do that as it was already done. Membership was not cancellable she said (I did not know she put through my application before midnight on the 19th ). She assured me not to fear and just do the business and I will receive the $2,500 or so double bonus within 30 days. On that same day, my Visa was put on hold and I can’t use it anywhere. My Visa rep said they put it on hold as there were 25 internet attempts on my card, and 5 of those went through before midnight on December 19. Since I know the 5Linx rep personally, I did not dispute the transactions. After one week, I received copies of my receipts and was surprised to see that there were charges like activation, UPS, 911 surcharges. There were five receipts instead of one. I was initially advised that there was only tax on the products and services. I was not advised there would be 5 transactions. I felt disappointed but my rep kept encouraging me to do the business and duplicate myself so I can receive the bonus. I was confused, and decided to cancel the services I thought I don’t need, as I learned later that software and hardware were returnable within 15 days. I also was not informed that the telephone adapter and service had contract of minimum one year. In short, within one month I desperately purchased the products and services that I needed to get the thousand bonuses on the 30th day. I even signed up my daughter, and paid for her membership. Within one month, I spent about $1,500 for these products and services. On January 27, I received an e-mail that $97 was on its way as my bonus (which was never received by the way). I felt so weak thinking how I was misled into thinking I would get the bonus. I would like a full refund of $1,762.89, broken down as follows: Charges: Visa 1,586.37 SearsMC 165.83 PCMC 448.91 Total charges 2,201.11 Less refunds 438.22 Net charges 1,762.89 Attached is a copy of the spreadsheet for the details of the charges and refunds made to my cards. My reasons for the request are: 1. I was not aware that membership cannot be cancelled, my rep did not mention it. Had I known, I would have not signed up that evening, and did not have to spend so much money for nothing. In fact, I decided to cancel the next morning, but was told it was too late as my application was already submitted. I learned later that it was processed shortly before midnight, as to the reason why, I was too timid to ask; 2. During the meeting when we ordered the Velocity tablets, we were not informed that the price might increase, that it can be returned only within 10 days, and that 5Linx should approve its return. We were not informed that for purchases of more than one quantity on the same order form, these would ship as individual orders, thus, paying separate shipping charges for each; 3. We were not informed that the Las Vegas event was not cancellable. 4. The tablets were never used, and returned in their original packages including the UPS envelopes. These were returned within 10 days of receipt; 5. The two telephone adapters were never used except for activation. 5. It is unjust and inappropriate for 5Linx to profit at the expense of people like me who was misled and misinformed on this kind of business. Thank you for your help.

Desired Settlement: Full refund of $1,762.89 to my credit card.

Consumer Response:

5Linx Field Operations contacted me and offered a solution. They will refund $969.77 instead of $1,762.89. I am not fully satisfied, but it was appreciated that they acted swiftly to address my complaint. The difference then I will charge to a painful experience. With regard to the bonus that was never received, they gave me a number to call for a replacement.

As to the right information withheld from me, I will settle that with the representative at the personal level. She clearly lied to me, as I learned from the Field Operations that their policy is a 10-business day cancellation instead of no cancellation policy. I just signed the form without even reading it as I trusted her as a friend.

Based on the foregoing, please consider my complaint as resolved.

Thank you for helping consumers like me.

Sincerely,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/29/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am a 5linx representative who has purchased the Platinum Services @ $49.95 per month since 2008 on an auto renewal. On May 4th 2012, I talked with a customer service rep name* ****** (who refused to give me his last name). I asked him why was I being charged $100.00 for 5linx membership. He told me I had canceled my Platinum Services, which was not true. While explaining to ****** that this was about the time my Master Card was being renewed and that there had to be a discrepancy that I would like to get resolved, he was impatient and rude. He stated that after 14 days of not receiving payment, 5linx had canceled my Platinum Services. I disagreed with him as during that period I was still using my Platinum Services and I asked to talk with a supervisor. ****** refused to allow me to talk to a supervisor and rudely stated that I needed to pay my bills on time. 5linx state that Representatives come first, which I reminded him of and stated that his customer service left a lot to be desired.

Desired Settlement: My initial desired out come is: a Billing Adjustment from 5linx for being a Platinum Services customer with 5linx since 2008, and not be charged the $100.00 membership fee. Furthermore, I would like a formal apology from ****** and 5linx, who he represents; for his rudeness and refusal to allow me to talk with a supervisor, to get this situation resolved in a simple manner. Also I need to have my loyal customer service points reinstated for the Platinum Services. Thank you for your assistance in this matter. *******

Business Response: ****** ***** signed and submitted the 5LINX® Independent Representative Application and Agreement form online on April 30, 2008. Ms. ***** was required to agree to the 5LINX® Terms and Conditions as well as the cancellation policy prior to submission of the application. The cancellation policy states that the Representative can cancel their transaction for any reason within 10 business days for a full refund of their initial investment.
Additionally, Ms. ***** elected to purchase Platinum Services. This is a monthly auto renewed service billed at $49.95 per month. While the above cancellation policy applies to this product as well, the representative can also cancel at any time after the first 10 business days. However, this cancellation requires 30 days advance notice. One benefit of the platinum services is that for every twelve (12) consecutive months paid, 5LINX will waive the $99.00 annual position renewal so long as there are no lapses or suspensions.
Based on our reporting information, 5LINX® was unable to receive payment for the January 3, 2012 platinum services set to auto-renew on the credit card provided. Per account notations, Ms. ***** first contacted our Representative Services Department on January 24, 2012. 5LINX® took payment for platinum services and made Ms. ***** aware that because her service had been interrupted she would no longer be eligible for her annual membership renewal fee being waived. Ms. ***** next contacted us on 5/4/2012. She indicated that at that time in January she needed to change her credit card, thus the reason for the lapse. At that time Ms. ***** was correctly informed of the policy and advised that the direction the Customer Service Representative was providing her was directly from a Supervisor whom was busy at the time. The notations state that Ms. ***** disconnected the call.
Upon review of the situation 5LINX® can empathize with Ms. *****. She has not been charged for her
annual membership renewal fee to date. While the policy is clearly stated, in an effort to resolve Ms. *****s issues, 5LINX® has pushed her membership expiration date out an additional year to May, 7, 2013. Her account is currently in an active status.
Should you require any additional information or documentation, please do not hesitate to contact me.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9031719, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

5linx states that "Representatives Come First"; however it seems that this is just lip service. In this instance, they have failed to demonstrate this to me in actual reality. I asked for a formal apology for the condescending manner and rudeness that I was subjected to in trying to resolve a simple matter. Furthermore I asked for my customer point to be reinstated.

When my credit card demagnetized and became deactivated I was not aware that it was in an inactive status until I had to physically use it. It was an inconvenience to me at the time because I did not have any other form of payment on hand. Of course some days elapsed while my card was being replaced by my bank. I do not even know when my card became inactive or how it occurred. However as soon as I was aware that it was no longer active I made sure that all my auto payments were taken care of.  Now if 5linx Platinum Service policy for cancellation requires 30 days advance notice I fail to see how they could cancel my service within a 21day window.

As I stated at the time my service was not and had not been interrupted. I used my Virtual Office and email during that time period. This is the main reason why I requested that this situation be looked at fairly without one individuals ego getting in the way of common sense. It is a shame that BBB has to get involved in assisting a business in doing the right thing. I do whole heartedly thank BBB for the assistance afforded to me, and hope that 5linx can show some humility and accountability for the rudeness of their Customer Service Representative. I trust that they are not beyond a basic apology. Again thank you.


Regards,

****** *****

 

Business Response:

Our initial response was “rejected” by the Consumer on June 14, 2012. In Ms. *****s rejection statement, this was more or less due to her not receiving a sufficient formal apology. Once the rejection was received I passed this issue off to our 5LINX® Customer Care Manager to reach out directly to Ms. *****. I was made aware that some phone tag had occured and the Manager was only able to speak with Ms. ***** and resolve the issues late last week.

 

I was out of the office Friday and attempted to respond online today however notice that the time limit had yet again been exceeded. Once again I must ask that this not count against 5LINX®. We did initially assist the consumer sufficiently, by all accounts she rejected the response due to her not receiving a deserved apology. As stated above this has since occurred, albeit only when we were eventually able to reach Ms. *****.

 

Is there anything that can be done?

 

Thank You,

******* ****

5LINX® Enterprises, Inc.

Field Operations

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

Office: ###-###-####

Fax: ###-###-####

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/28/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 3/9/12 Dear Better Business Bureau: I signed up to become a 5 Linx rep based on good faith and principle. However 2 weeks later I realized that the information their representative provided to me was incorrect and very misleading. At no time was I told that I had ten days to cancel and would receive a full refund. I became suspicious when I attended a 5linx meeting at a senior representative’s house. At that time I asked several questions about the rates and services the company provided and I was told not to worry about the rates. I was also told originally that there were no contracts which I found out later not to be true. The rep that signed me up did not disclose the terms of agreement he just clicked on the section without my consent and didn’t disclose that information to me. If he would have disclosed that information to me I would have cancelled within ten days and avoided this complicated situation. I called 5 linx approximately on 12/15/11 to cancel all services and remove myself with any kind of affiilation with them. The manager I spoke to refused to give me a refund and was not helpful in any way shape or form. I expressed to them that their representative had misled me to signing up and that their website is also very misleading. When I addressed specific issues about their services and hidden fees he would not comment on them. On their site these hidden fees do not show up until you proceed to checkout where a service that I was told would cost $24.95 ends up costing over $100.00 at signup. I was also told that there were no contracts for these services which ended up being untrue.

Desired Settlement: a refund of $249.00 back to the credit card.

Business Response: ******* ********* signed and submitted the 5LINX Independent Representative Application and
®
Agreement form online on November 30, 2011. *** ********* was required to agree to the 5LINX Terms
and Conditions as well as the cancellation policy prior to submission of the application. The cancellation
policy states that the Representative can cancel their transaction for any reason within 10 business days
for a full refund of their initial investment.

Additionally, *** ********* elected to purchase Platinum Services. This is a monthly auto renewed service
billed at $49.95 per month. While the above cancellation policy applies to this product as well, the
representative can also cancel at any time after the first 10 business days. However, this cancellation
requires 30 days advance notice.

*** ********* agrees that he did wish to become a 5LINX Representative, however states that at no time
was he made aware of the cancellation policy. While this policy is prevalent on each application, ***
********* claims that he was signed up by his upline member and did not see any paperwork. During our
investigation, the upline member retorted that he did explain the policy and *** ********* signed up on his
®
own computer. 5LINX was unable to definitively prove either individuals statements.

Per account notations, *** ********* first contacted our Representative Services Department on
December 19, 2011. He requested to cancel his account and receive a full refund. *** ********* was
®
made aware that 5LINX could not refund his account as it was outside of his 10 business days.

After review of the circumstances, 5LINX sympathizes with *** *********. His request was made only 3
®
business days outside of the allotted cancellation period. As such 5LINX has sent a full refund request to
our Finance Department for $398.95. This total represents the $249 initial start-up fee, and $49.95
platinum services fee. *** ********* should receive the refund in his account roughly 3-5 business days
after processing, depending on his financial institution.

Should you require any additional information or documentation, please do not hesitate to contact me.

Cordially,

******* ** ****
Field Operations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/16/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up with 5Linx around 11:00 pm 03/08/2012, less than 24 hrs. I am requesting a full refund for $**** I no longer want to be apart of this company nor do business with them. Please refund me back my money I havent used all of your services and dont plan to, I wasnt told nor given any kind of documents that state the IMR fee is Nonrefundable. It would be ethical of the company to refund me back all fees paid including the  Globalinx GPS-10.

Desired Settlement: I would like a full refund of $*** for IMR, $53 for GPS-10 and $***95 for Platinum virtual office service.

Consumer Response: Hi, my name is ***** ******** and I am writting you in response to my complaint wit 5Linx. I am asking for the complaint to be retracted, on the basis the company has refunded all fees paid. Thank you!

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/7/2012 Billing/Collection Issues | Complaint Details Unavailable
3/7/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: over 18 months, I have been a platinum member of 5linx for ****** a month that they have charged and authorized to do so to my ******* *** Credit Card Account. HOWEVER, my problem is without my knowledge or consent, they have been processing an unauthorized bank debit from my W**** ***** Account for ****** a month in turn have been DOUBLE billing me over this time! I never authorized them to withdraw from my ***** ***** Bank debit account. I have emailed them twice with regards to this matter and they have not responded.

Desired Settlement: I wish for them to correct the billing error and credit me the difference 18mths X ******= $******

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/24/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was asked to join the company as a representative and I was excited to do so. I was asked for $350 which I paid and I was welcomed with open arms. I was not told that I had been signed up to pay $50 a month for a website and $40 a month for a VOIP service. I tried to cancel but customer service said that it has been more than 15 days and if I did want to cancel I'd have to pay $90!?! Then I asked to speak to a supervisor and the lady said that there was no supervisor available! I called back and another lady told me that my complaint wasn't important enough to bring to a supervisors attention. Their representative signed me up for monthly services that I didn't know about and that is very dishonest!

Desired Settlement: I would like all services to be discontinued without cancellation fees. I have found this company to be VERY dishonest.

Business Response:

February 14, 2012

 ****** ******* 5LINX Independent Representative Application and Agreement form was signed and
 submitted online on January 4, 2012. *** ***** was required to agree to the 5LINX Terms and
Conditions as well as the cancellation policy prior to submission of the application. The cancellation
policy states that the Representative can cancel their transaction for any reason within 10 business days
for a full refund of their initial investment. Representatives may elect to purchase platinum services. This
is a monthly auto renewed service billed at $49.95 per month. While the above cancellation policy
applies to this product as well, the representative can also cancel at any time after the first 10 business
days. However, this cancellation requires 30 days advance notice.

Additionally, a GLOBALINX VoIP soft phone application in *** *****’s name was initiated on the same
day. There is an additional up front charge and 1 year contract to purchase the declared GLOBALINX
Application. This cost is not included in the 5LINX Representative Membership. Terms and conditions as
well as cancellation policies are included on any and all application materials and online sign-up.
 *** *****’s complaint claims he was not informed of all costs, terms, and policies involved with becoming
 a 5LINX Representative and GLOBALINX customer. *** ***** claims that the Representative signed
him up online over the phone, and therefore he was not aware of the terms. When communicating with
the Representative, they are adamant that they explained all charges to *** *****. The Representative
admits to processing the application and order online for *** ***** based on his request. We have since
warned this Representative for his actions indicating that the new applicant must be present and agree to
 any and all charges, terms and conditions. 5LINX apologizes for the actions of our Representative, we
can assure you he was acting on his own behalf.
 *** *****’s complaint also details poor customer service he experienced with our Call Center while trying
 to resolve his issues. Regrettably, *** *****’s phone call was not recorded by 5LINX . We have however,
explained the issue to a Call Center Supervisor to remedy. We must also apologize for any inconvenience
this may have caused *** *****.

Once again, the Representative claims *** ***** was presented with all proper information regarding
additional charges when he signed him up. However, *** ***** was not present at the time of sign-up for
these services. We therefore find that *** ***** should not be held to the terms and conditions of any
additional order or service fee charged.

We sympathize with *** ***** and apologize for his experience with one of our Independent Marketing
 Representative as well as 5LINX . With regards to the GLOBALINX charges, we have submitted refund
requests for the $54.59 initial fee, one $38.86 monthly service fee, as well waived the $99 early
 termination fee. With regards to any additional 5LINX charges, we have requested the refund of two
 platinum services charges of $49.95, as well as the $45 5LINX energy training certification fee. These
 charges represent any and all incurred by *** ***** less the $249 sign-up fee which is noted he was
aware of and agreed to. *** ***** should receive the refund in his account roughly 3-5 business days
after processing, depending on his financial institution. Any account in *** *****’s name has officially
been cancelled, and he should not be charged any further.
 
Should you require any additional information or documentation, please do not hesitate to contact me.

Cordially,
**** ** *******
Director of Field Operations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/4/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: THE REPRESENTATIVE DID NOT MAKE ME FULLY AWARE OF ANY/AND ALL THE TERMS AND CONDITIONS,COSTS, AND POLICIES INVOLVING THE SALE OF PRODUCT.

Desired Settlement: I AM REQUESTING A FULL MONETARY REFUND.

Business Response:

January 27, 2012

******* ****** ******** signed and submitted the 5LINX Independent Representative Application and
Agreement form online on November 30, 2011. *** ******** was required to agree to the 5LINX Terms
and Conditions as well as the cancellation policy prior to submission of the application. The cancellation
policy states that the Representative can cancel their transaction for any reason within 10 business days
for a full refund of their initial investment. *** ******** elected to purchase Platinum Services. This is a
monthly auto renewed service billed at $49.95 per month. While the above cancellation policy applies to
this product as well, the representative can also cancel at any time after the first 10 business days.
However, this cancellation requires 30 days advance notice.

Additionally, a GLOBALINX VoIP Application in *** ********’s name was initiated on the same day.
There is an additional up front charge and 1 year contract to purchase the declared GLOBALINX
Application. This cost is not included in the 5LINX Representative Membership. Terms and conditions as
well as cancellation policies are included on any and all application materials and online sign-up.
 *** ********’s complaint claims he was not informed of all costs, terms, and policies involved with
 becoming a 5LINX Representative. *** ******** claims that the Representative signed him up online
over the phone, and therefore he was not aware of the Terms. When communicating with the
Representative, they are adamant that they only assisted over the phone while *** ******** processed
 his own application online. 5LINX attempted an IP address search to determine whom processed the
application, however to no avail.

Upon making the Representative aware of this complaint against him he was admittedly surprised. The
Representative attests that *** ******** was actively working the business and communicating with him
as late as January 9, 2012. We have attached communications sent from *** ******** to the
Representative. Additionally, in our communications with *** ******** he indicated that he was aware of
the $249 start-up fee charge.

During our investigation we reviewed *** ********’s GLOBALINX Account. We have verified that there
has been no activity since it was opened.
5LINX sympathizes with *** ******** however we find, based on his own admission, he was presented
with proper materials and documentation to be able to make an informed decision to sign-up. We are
unable to determine if in fact he was informed about his GLOBALINX Account. Acting in good faith and in
an effort to assist *** ******** we have refunded the $59.46 initial fee and the one $42.13 Monthly fee
for the service as well waived the $99 Early Termination Fee. *** ******** should receive the refund in
his account roughly 3-5 business days after processing depending on his financial institution. Any account
in *** ********’s name has officially been cancelled, and he should not be charged any further.

Should you require any additional information or documentation, please do not hesitate to contact me.

Cordially,

**** ** *******
Director of Field Operations 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/9/2012 Problems with Product/Service | Complaint Details Unavailable
12/20/2011 Advertising/Sales Issues
12/15/2011 Problems with Product/Service
12/8/2011 Billing/Collection Issues | Complaint Details Unavailable