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BBB Accredited Business since

Finicity

Phone: (801) 984-4200 Fax: (801) 984-4201 120 W Vine St Ste 2, Murray, UT 84107 View Additional Email Addresses http://www.mvelopes.com View Additional Web Addresses


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Finicity 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.


Reason for Rating

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

Factors that raised the rating for Finicity include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 48 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

48 complaints closed with BBB in last 3 years | 24 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 3
Billing/Collection Issues 14
Delivery Issues 1
Guarantee/Warranty Issues 0
Problems with Product/Service 30
Total Closed Complaints 48

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Finicity
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: February 26, 2003 Business started: 01/01/1999 Business started locally: 01/01/1999 Business incorporated 09/08/2000 in UT
Type of Entity

Corporation

Business Management
Mr. Aaron Morris, Company Contact Mr. Cody Kotter, Director of Customer Experience Mr. Christopher Tracy, President of the Financial Wellness Division
Contact Information
Principal: Mr. Aaron Morris, Company Contact
Business Category

Computers Hardware, Software & Services Financial Services

Alternate Business Names
IN2M Corporation Money4Life Center Money4Life Coaching Mvelopes

Additional Locations

  • 120 W Vine St Ste 2

    Murray, UT 84107 (801) 984-4200

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BBB Customer Review Rating plus BBB Rating Overview


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

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

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

BBB Letter Grade Scale

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

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

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

Complaint Detail(s)

7/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a call from Money 4 life and was told that they could get me into a home in less than six weeks. They scammed me. They are charging me $59.95 a month and I am getting no service. They scheduled an date that they were to call me and I sat around all day waiting on there call and no one ever called me. But they are taking my money and not doing what they said they would do. I have talked to an attorney who told me that they have not lived up to the contract. I have tried contacting them, but every time I do I get this number has been disconnected. They take your money but don't give you the service they promise. Don't get Scammed!! They do nothing to help you. You can get the same services they offer, which they never provided, for free.

Desired Settlement: I would like the amount that they have charged my credit/debit card back and the Contract nil and void. I never received the services I was promised and want the contract dissolved. No more contract and amount paid to them refunded.

Business Response: Renee from our Resolution Department had a good conversation with ***** and his wife *****. Renee told them we would refund the $178.90 they had paid into the program and invited them to come back in the future.

Consumer Response:  
Better Business Bureau:

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

Sincerely,

***** ******

6/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I saw the mvelopes program endorsed by Focus on The Family. The ad listed a form to fill out for a free debt analysts. In calling the number listed a person, middle man answered asking me some questions then they transfer me to another person who then makes an appointment for me to talk to a representative for a free debt analysis based on my situation. The appointment was for a saturday at noon in March. The time came and went and no call. After waiting 30 minutes I called the contact number and explained the situation to the young man ho answered. He then put me in touch with one of their counselors. During the conversation we were cut off or disconnected multiple time but eventually she got all my debt information. Again we were cut off. When I called back again I was told by the same young man that this counselor was with another client. I was told that someone would call me back. No call came. So after several days I again called them. The person who answered apologized for the inconvenience and pt me on hold but came back telling me he could get most of registration or sign up fee waived due to the lack of customer service. I was then contacted by a coach who explained the program and how mvelopes worked and she tried to help me open an account but the program would not work. She then set up an appointment for me to have a technical person help fix the problem. The original appointment time was confusing as there were two times. The earlier time was while I worked and told person via e-mail that the time was too early and eplainedmy work schedule. She then told me that she was not available during the times I was avaiabe. The issue her was she was referring to Mountain Time ad I was referring to Eastern time. During conversation this was never explained and the earlier time was actually a reference to Mountain time though never stated. Then the next week I get a e-mail statin that I had a appointment with technical support for (pm or 9:30pm ( can't remember now) so come the day of the appointment I left my PT job early to be there. But no call ever came. Later in contacting the technical support I was told that the appointment was canceled. Now I am working more hours at PT job so no longer available for any technical support. My coach called again for another session but I explained to her that the technical issues had not been resolved. I told her the whole story and copied her on all e-mail correspondence. I told the coach t=that I no longer had any confidence in her organization or tested them to provide what they had promised. But I am still getting billed for their services even they have provided nothing to this point.

Desired Settlement: Since money4life has not delivered on anything promised thus far including the original free debt analysis I want the contract for services to be cancelled. I do not have any confidence or trust in this company to provide anything that they had promised. I also want the money they have taken from my bank account, approximately $180 to be refunded.At this point there is nothing that they can do that will regain my trust and confidence in their services. They have had poor customer service by not returning cals or calling me at appointed time and there is no way that I feel I can trust them to improve this situation. No amount of talking to me is going to convince me of this.

Business Response: Bill from our Resolution Department tried to call **** 3 times and left him a voice mail so Renee from the same department sent him a email to let him know as a courtesy, we are waving the cancellation fee and refunding any money he has paid for the program. 

5/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Money for life consultant told me to try their company for a $1 three day trial that included a budgeting coach and the M envelope app. On the third day I called and cancelled the trial and was told that I had entered a verbal contract with the company and had to pay 350 or they will send it to my credit report. When I refused the consultant became very rude and hung up the phone. I called back to speak to a manager who told me either give her 350 or she will hang up the phone. This company is a scam. They tried to force me to pay over 300 to get out a contract I didn't agree to. Because I didn't want their services.

Desired Settlement: I would like for the company to leave me and my credit score alone. And stop trying to force me into a contract.

Business Response: Renee, from our Resolution Department tried to call ******* yesterday but was unsuccessful speaking to her live. So, she left a voice mail and sent a email explaining that she has cancelled her agreement and that she has no further debt or obligation with the Money4Life Coaching or UAS, which is our billing partner.

Consumer Response:
Better Business Bureau:

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

Sincerely,

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

5/16/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My problem with Mvelopes began within five minutes of purchasing a year subscription to their service and has continued for almost two months When I attempted to add my bank account to the budgeting software, I was unable to do so. I contacted support and was told that the issue would be looked into and that I would hear back within 72 hours. A week later I still hadn't heard anything (and was unable to use the software I'd paid for because of it) so I contacted support via chat again. We were able to figure out the problem, but again I was told that it would be up to 72 hours before it was addressed. I received an email from support a few days later asking me to provide information not pertinent to my problem because whoever had "looked into" the issue either hadn't read or hadn't understood the notes from our chat conversation. The issue was that my bank requires verification via text message, not security questions. The problem could have been fixed within minutes if someone on their end had been able to speak on the phone or via chat with me while they attempted to fix the problem, but apparently that wasn't an option. After two weeks the issue still wasn't resolved and communication wasn't forthcoming, so I contacted them again. This time I was told that they were working on implementing new code that would allow them to access my acount, and again, it would be 72 hours. In the meantime, they wanted me to change the contact information with my bank to their number and email address, which I explained I wasn't comfortable doing. After ANOTHER week of no communication, I contacted them again and was told that they couldn't fix the problem, and that I'd need to contact a different department via email to request a refund. By this point I had never had a single email returned, so I told the chat representative that this wasn't an acceptable solution. I was given an appointment to speak with someone by telephone several days later. The gentleman I spoke to tried to fix the problem, couldn't, and then told me that he thought he could forward everything to the right department to actually get it fixed. We agreed that they would have a week to try, after which I would be called back and a refund would immediately be processed. The next week the problem still wasn't fixed (and the emails I got, in barely legible, broken english made it clear that the people "working on it" didn't even understand what was going on) so I requested a refund. I was told that someone from retention would call me, and then hung up on. I called back two days later, and FINALLY got someone to agree to a refund. I received an email from Rebecca confirming that she had forwarded my request on April 26. Twelve days later, I contacted her again because I still hadn't received my refund. She told me she'd look into it, and I then received a second (automated) email that the refund had been approved and I should see it within 3-5 business days. Then this morning I received an email that mvelopes had tried to charge me for another year of service but that the payment had been declined. I contacted Rebecca again to let her know that I still didn't have my refund and to ask her to make sure that no further charges would be attempted. She confirmed that the refund had processed on their end, that I should see it on mine soon, and that she'd made sure I was not enrolled in auto-payment. Despite her reassurances, I just got a message from my bank that a charge from mvelopes is now pending. At this point I think I've been beyond patient and reasonable about the whole thing, but it's gone too far...the money that is now tied up in this pending charge (plus the money I still haven't gotten back from the first refund) are more than I can afford to part with, and I'm now looking at having a late payment on a loan which will cost me MORE money and negatively impact both mine and my husband's credit scores.

Desired Settlement: I need a full refund for both charges processed in a timely manner, as well as the $35 fee my bank will charge in order to cover the payment I can no longer make because of mvelopes' unauthorized charges. An apology would also be nice, but at this point I'm not holding my breath.

Business Response: Rebecca tried to call her a few time and left a voice mail and email. She will try again next week.

Consumer Response:  
Better Business Bureau:

I reviewed the email and message from Rebecca and spoke to my bank this afternoon; the bank noted that the pending charge was dropped (possibly a test charge from when it tried to charge through but couldn't?) Anyway, the charge appears to have been dropped and because it didn't go through they aren't charging me an overage fee. I consider the issue resolved, assuming mVelopes deletes my payment info so this doesn't happen again.

Sincerely,

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

5/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We signed up for a 4 year coaching contract with the understanding that we would have continued use of envelopes and coaching after we paid off our ~ ***** amount of money. Since our payments were done in October for $***** a month for the coaching, we have continued to be billed for $9.95 per month for the use of envelopes. When looking at my subscription, it states I owe no money and it is free until 4/24/2017 https://www.mvelopes.com/pricing/ is misleading. Snap shot of my account status: Current Plan: Money4Life Coaching Enrollment Period: 42 months Date Enrolled: 19th Oct, 2013 Auto Renewal Date: 24th Apr, 2017 Current Subscription Fee: Free

Desired Settlement: I would like my money refunded from November 2015-April 2015. I would continued use of envelopes until 4/2017.

Business Response: Carlos from our billing department spoke with **** ******** this morning. He explained about our coaching program fees, what the monthly fee of $***** covers, and that after financial coaching is done customer must pay $9.95 monthly for Premier Mvelopes online tool. Customer wasn't aware of post-financial coaching terms. He never received a copy of his contract on the day he signed up therefore he never was aware of the automatic enrollment post-coaching.  We have submitted a refund request with Universal, who is our billing partner, for the amount of $*****. We also give them 1 Year of Free Mvelopes Premier as a courtesy.

5/3/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company is been withdrawing money from my account and I have not received any service from them,I tried to cancel and they want to charge a cancellation fee,tried to talk to a manager or director and they said the names I was given are for a salesperson,they been withdrawing money since December last year on a monthly basis. Do not know what to do,please help.

Desired Settlement: Want my money back.

Business Response: Renee from our Resolution Department tried to call her today but unfortunately got her email, so she left her a voice mail with our number.

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

I am rejecting this response because:I was at work at the time she called,as soon I got off work I called her back,they told me she will call me back and I haven't heard from her at all.

Sincerely,

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

Business Response: Renee from our Resolution Department was able to get a hold of ********. We have agreed to refund all money she has paid into the program. As a courtesy we have forgiven her cancellation fee. ******** has no further debt or obligation to Money4Life Coaching or UAS, our contract and billing partner.

5/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was researching rent to own properties when i was directed to money4lifecenter.com. The person on the phone told me he could help me. and I was lead to believe that money4life was the part of the process. He then began to inform me about the company. I didn't want to be part of it so he continued to press me. He told be every thing was done online and I would have a coach that would help me with raising my credit, and saving money. He said it would cost me $59 per month and I could cancel at any time. A week later I got a bill from UAS over $1700. That is when I found out that they were not affiliated with any rent to own company, and when I received an email from them requesting confirmation of my email address, I also generated an Esigned thirty month contract. I contacted them immediately and requested cancellation. They refused to let me out of my contract unless I paid them $350 cancellation fee. I have called them several times since then and they have not returned my calls.

Desired Settlement: I would like money 4 life to cancel my contract and remove reports on my credit.

Business Response: William from our Resolution Department spoke with ***********. As a courtesy, we have forgiven the debt and have cancelled his contract. We have invited him back if he needs us in the future.

5/3/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Ok I signed up for this Money4life program.I was told that I have 3 days to decide if I really wanted to do the program. Afew hours layer I called back and told the woman that I was just evicted and I now need to save my money to move. She said ok and we agreed to try again once I got thing back inorder.she even sent me a list of property management company's in my area. I thought that she stopped my app. But the next month I get my credit card billing statement and I find out that they took $59.95 off my card and some other company called Mvelopes also removed money. I called and explained what was going on. The sent my to there billing department. Which is a third party and they can't stop the billings until they get confirmation that Money4life & Mvelopes giis closing my case. So I call them back talked to a man by the name jariod. So basically I got the run around. You see I have never spoke to anyone with this company except the woman who signed me up. Until I call to cancel the program. So now to this day they are still taking the money off my child support card. They have removed $357.00 between both company's and I've never talked to anyone. As a matter of fact I never seen there agreement until two days ago.

Desired Settlement: I,want them to stop billing me for services I've never got in the first place and a total refund. Because they we supposed to have cancelled me the same day I applyed and didnt.

Business Response: Renee from out Resolution Department tried to call her but unfortunately just got a voice mail which she left her a message and sent her a email. ******** was only charged $118.95 for the coach program. $59.00 was for the setup fee and the $59.95 was from UAS for the coaching program. We have canceled her agreement and refunded what we charged her.

Consumer Response:


Complaint: ********

So there saying that they have already refunded my money or there going to refund it. Because there isn't any transaction pending on my credit card account. They charged me for sign up fee of $59.95 then the next month I was charged another $59.95 from
Money4life and Mvelopes charged me $59.00 this month I removed all the money off my card before they could. I was even sent a message by email saying that my account was three days late and needed to be payed. Then three days ago I recieved by mail to my address another bill

I am rejecting this response because:


Sincerely,

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

Business Response: The amount of $1738.55 shown on that attached letter means, this is what you will pay as the total. Because you declined the agreement during our confirmation, which is recorded. UAS cannot charge you that overtime. As of yesterday, we submitted the refund for $59.00 and $59.95. Average turn around time is about 7 to 10 business days.

4/29/2016 Problems with Product/Service
4/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Three times since the beginning of 2016 my accounts have not updated. This is a budgeting software and as such must interface with my primary banking institution, or my budget is meaningless. On this occasion, my accounts have failed to update EVERY DAY since March 8th. Today is March the 29th. I've been promised it was fixed, would be fixed, would be monitored. Nothing. The problem continues without remedy. It costs me time and money. I'm tired of being lied to that the account is being worked on an monitored.

Desired Settlement: I have many years of data in this software and would not like to be forced to switch to another software because this company refuses to fix my issue. I don't want to be lied to every day that they will monitor it the next day on my behalf only to find that it doesn't work again the next morning. I want the issue resolved.

Business Response: I'll be having Rebecca from our troubleshooting department to reach out to her to look into this.

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

I am rejecting this response because:  It has been almost 24 hours and no one has contacted me.  This response appears to be disingenuous. 

Sincerely,

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

Business Response: Rebecca did call her yesterday and left her a voicemail on Call 2016-03-30 11:45:34. She also sent a email explain she called, which included our number. She new she called the right number because the voice recording said her name. Today, she will try again to reach out to her. ******* could also call our number at ###-###-####.

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

I am rejecting this response because: I do not have a message on either of my phones.  Not any record of missed calls on caller ID.  I did not receive any email, and I've checked my spam and deleted messages.


I'm not going to call your 866 number and get transferred around.  The whole reason I filed this complaint is because I had to contact you every day for nearly a month, and my account still does not work.  This is a waste of valuable time and did not work.  Please contact me when you are available to assist.

Perhaps you'd better check your records and verify you are using my actual information.  My user id is ******.

Sincerely,

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

Business Response: Rebecca had an follow-up appointment today with ******** but unfortunately she wasn't available and she left her a voice mail. She will try again later.

4/8/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have been using mvelopes for about 5 years. The website updated and now I can't access my transactions from my bank to track purchases and do the monthly budget. This problem was supposed to have been by jan 28 and we are now into March and it still isn't working. Mvelopes is not giving me a time frame of when it will be fixed. They will not answer my question if they have even contacted my bank about it. Last week I set up a call to speak with a supervisor about this problem. The said they couldn't speak with any one and they would set up an appointment. Today they didn't keep that appointment and they are still putting me off. One time they say it is a certificate problem another time a platform issue. I paid upfront for a liftime membership so I feel that they aren't fixing it so I will stop using their service since it has been a good five years.

Desired Settlement: I want them to fix this problem so I can go back to using their service.

Business Response: Rebecca from my Troubleshooting department was able to speak to *****. She will be taking ownership of the issue until it's resolved. ***** decided to keep her account.

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

I am rejecting this response because:

Rebecca said she has many crazy clients and is too busy. Rebecca will call me next Monday after she gathers information on what the problem is. Mvelopes still has not told me the problem or the time frame to fix it. There was no conversation from Mvelopes about closing my account or a refund. Mveoples will not tell me if it is their problem or if my bank is the problem and who needs to fix it. I have been told both ways. They only reason Rebecca even talked to me today is because I refused to get of the live chat help until I was able to speak to someone about my problem.  Rebecca is only technical support. I haven't not been able to talk with management staff about the problem I have had with contacting them about getting my problem fixed and how the staff at Mvelopes did not use my number on file. They used a wrong number given by one of the Mvelopes employees and then they would not call me back to today. I have all of this in emails as documentation. It seems that even thought I have paid the required amount Mvelopes does not feel that my business is worth them providing the support they promise.



Sincerely,

***** ****

Business Response: Rebecca again tried to call her with no success but did leave a voice mail and email to find a time sooner.

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

I am rejecting this response because:


Mvelopes is saying that it is a problem on their side and not my bank and they are still trying to work on it. Mvelopes stated that they has been very busy as they have acquired many of their competitors business and they are too busy and don't have enough trained people. I have another call scheduled on Thursday but as on 3/14 my account is still not fixed.  
Sincerely,

***** ****

Business Response: We are still working with ***** to resolve this issue as quickly as possible.

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

I am rejecting this response because:
My account is still not working. Mvelopes idea of working on it is calling me once a week to say its still not working. It has been almost four months since the problem started. They will not give me a time frame of when it will be fixed. I think they are just saying the are working on it but I have no proof that they are and since the account is still broken it doesn't seem that it is their priority. They seem to be just words.



I am wondering if the BBB will put this on their file that my account is still not working.


Sincerely,
***** ****

Business Response: Rebecca has a follow up meeting with ***** today and will update her.

3/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up to use this service 16 months ago. I am not satisfied and asked to be let out of the contract. Since then I have had different people from them call me and get all Mormon on me, telling me they never lie, and that I need this program, and that giving up on it is "giving up on myself" and all manner of religious ridiculous **. Guilt tripping, victim-blaming, shaming and all manner of abuse

Desired Settlement: CANCEL THE CONTRACT STOP BILLING ME

Business Response: Renee from our Resolution department tried to reach **** live but unfortunately was unsuccessfu. She did leave a voicemail and sent an email to **** letting her know she is now cancelled from our program as requested. She also let her know she has no further debt with Money4LIfe or UAS our contract and billing partner.

3/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Mvelopes operates an on-line financial tracking system. I paid a substantial fee years ago to receive this service indefinitely. They have not been able to fix a problem with my account that has now been going on for weeks , so that I cannot retrieve my financial information.I have spent hours with on line chat support, but they just keep telling me that the problem will soon be fixed. I believe that the on line support has been sub-contracted to India or some where with foreign workers who speak in broken english and appear to be reading out of a manual.They will not let me talk to a live representative by phone.

Desired Settlement: I just want my system fixed.

Business Response: Marissa from my troubleshooting team was able to reach *** and scheduled a meeting for tomorrow.

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

I am rejecting this response because: The business trouble shooting team has contacted me a couple times , but my problem has still not been resolved, and they are telling me that it may take another week. I would like BBB to stay informed and involved, until I know whether the problem actually gets fixed or not.

Sincerely,

*** ******

Business Response: ***'s account is still working and he has a meeting with Marissa on Monday.

3/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I first received a call after looking into a rent to own home. I was reluctant to sign up for any coaching appointment because I was unsure my phone or tablet would support their software. I had to cancel my first appointment because as I suspected and was not told, Microsoft phones do not support their program, mvelope, which I usually work from my phone as I am on the road a lot. Because I am a veteran they charged me 9.00 and then charged me another 50.00 at the first of the March. I have had a lot of technical issues and have yet been able to have my first coaching appointment, I was supposed to have a "troubleshooting" appointment prior to my next appointment with a coach but they scheduled the calls backwards and a week apart. Today March 3, 2016, I asked to cancel and was told I couldn't. I won't say I acted completely appropriately but the lady made me feel like she didn't truly care, and the first phone call was more deceiving then I realized and I see how used I was.

Desired Settlement: Refund of the $59.00 and cancellation of program. Too many technical issues already and cross communication.

Business Response: Renee from our Resolution Department tried to call her but was unsuccessful reaching her so Renee sent a email saying that cancellation fee has been forgiven and that we will be refunding her $59.00 as requested.

2/27/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for this companies financial "coaching" services in 08/2015. I received 2 "coaching" sessions involving the use of an application, not regarding finances in any way. These first sessions were well beyond the companies cancellation window. That is intentional. My 3rd session was scheduled on 09/02/2015 on this day i received no calls and no voicemails, on the 3rd of the month I called back to reschedule and waited on hold for in excess of 30 minutes without getting anyone on the phone, on the 4th of September I called again to wait another 30 minutes with no results. The company made no effort whatsoever to contact me again until 02/12/2016 to collect my past due balance. Past due balance for what? A service I never received and made multiple attempts to aquire. After speaking with representatives multiple times 02/16/2015 and being pushed around ignored. I got the pleasure of receiving a call from a Renee r*******, whom did not allow me to speak at all told me HER terms of cancelation, hung up and BARRED anyone from speaking to me again. After several attempts to get Renee on the phone I received a email from Renee stating no one within the company would speak to me again unless it was to take my money for a service never provided to me of which I paid for. When I called back after receiving the email I was created by someone saying they could not speak to me and hung up.

Desired Settlement: I want a FULL refund for every dime I paid them. My contract cancelled and all debts forgiven, on the grounds they failed to provide me with the services I had paid for. I also would like a written apology from Renee.

Business Response: Renee reached out to *********.  We have cancelled his coaching program with us and have forgiven all debt.  We are also going to refund what he has paid.  Renee also apologized for his dissatisfaction.

2/20/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Finicity contracts an individual for 6 months, but they also contract you with Money4life which is for 3.5 years. Both companies make it almost impossible to cancel and I got locked into a verbal contract with these people. It all began when I was searching for a rent to own home. The rent to own connects me to Finicity and I believe it is all one company. I did not realize that I was getting into a debt free program where I would begin to make continuous payments of the next 3.5 years. The Finicity would continue to renew every 6 months. Then at the end of the the Money4life contract it would also renew without any notice or way to cancel without paying a cancellation fee. They offer no dissatisfied customer refund or any kind of repercussions. On top of all of this, the guy to cancel with (William at Money4Life) started arguing with me, and became manipulative because I simply wanted to cancel. I went with the program for a while and had the coach call me for our scheduled appointments and spent every call working out technical issues. Their program was not compatible with my bank. and I never actually got anything from this. I barely could work out my budget on my own with out this program. It was a waste of time and money for me.

Desired Settlement: I would like my money back. All of the money that I paid these to companies. I would like for them for creating a better way for future consumers to cancel even after they pass the 10 day trial period. make a cancellation possible throughout the life of the contracts.

Business Response: Renee had a good conversation with *******.  We have cancelled his coaching program with us and have forgiven all debt.  We will be refunding the amount he is asking for.

Consumer Response:
Better Business Bureau:

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

Sincerely,

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

2/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: $50 was deducted from my account ant it was not authorized by me. I was told it would be deducted on February 15, 2016. As a result I was not able to pay my rent. I called the company, then they sent me to a company named Universal for their billing. Universal informed me that they had nothing to do with it. I called money4life back and was told that they had to review the calls and would not cancel any future payments. Last week I tried to cancel and they told me to wait until my coaching appointment and give ot a chance. I feel like they are trying to scam me.

Desired Settlement: Get my $50 refunded and all future auto payments to be cancelled.

Business Response: Renee spoken to ****** and let her know she is now cancelled.  Renee also told her, she will be refunded her set up fee.  Client was happy with the outcome and has agreed to pull her complaint.

Consumer Response:
Better Business Bureau:

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

Sincerely,

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

12/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We started their coaching program in December of 2013. Throughout the year there were changes in coaches which were followed by changes in coaching methods. At least twice we were asked to wipe out what we had and start over. In January 2015 I requested cancellation of services, I was told that we were under a contract and cancelling was not an option. They understood my complaint and offered additional coaching sessions to accommodate. Ultimately, we received more of the same poor service. In November of 2015 I attempted to cancel again and I was informed that I would be contacted by someone in that department. December 2, 2015 we finally made contact, as I started to explain my reason for cancellation I was cut off in mid-sentence and informed that my understanding was inaccurate. I was also told that I was rude and abruptly hung up on without hearing my explanation or expectations.

Desired Settlement: We invested a total of $1198.80 over a 24 month period and received almost no value from the coaching services. We will settle for a 50% refund - $599.40.

Business Response: William from our Resolution Department had a great conversation with *****. We have cancelled the coaching agreement and forgave the cancellation fee.  ***** would like to try the Mvelopes tool on his own for 90 days.  If he feels that he needs us, at this point then ***** will come back to the coaching program and we will wave the set up fee.  ***** stated he will be cancelling the complaint and is happy with the outcome.

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

I am rejecting this response because:

This close out statement is not 100% true – “William from our Resolution Department had a great conversation with *****. We have cancelled the coaching agreement and forgave the cancellation fee.  ***** would like to try the Mvelopes tool on his own for 90 days.  If he feels that he needs us, at this point then ***** will come back to the coaching program and we will wave the set up fee.  ***** stated he will be cancelling the complaint and is happy with the outcome.” 

The tool or program “Mvelopes” is not the problem – the coaching was the problem.  I was paying for the coaching and I am no longer interested in continuing – even after 90 days of working with the software on my own.  William and I had a cordial conversation but he continued to try and push more coaching sessions on me as the resolution – this makes no sense at all.  If the coaching is the problem then how would more coaching resolve the issue?  He touted it as “free coaching” but told me that I would continue paying.  I am just as dissatisfied today as I was 11 months and 11 payments ago when they first told me that I could not cancel because I was under contract.  They are refusing to refund anything.  The “90 days” was me stating that I could work with the software for 90 days on my own and be more effective that I was under their coaching offer.  This is not a satisfactory closing of this case and I am not happy with the outcome.  Unresolved.

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

Business Response: Renee from our Resolution Dept. just spoke with ***** ********.  He has agreed to except the total of $****** to settle his case. Renee, also explained to him his Mvelope's Account with us will also be cancelled. He was in agreement to this.

Consumer Response:
Better Business Bureau:

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

Sincerely,

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

9/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a contract with Money4Life for coaching. I called ###-###-#### to speak with someone about my contract which ends on June 17, 2016. In the software that I use for coaching, it states that my contract is AUTO RENEW on June 17, 2016. I was calling to find out how to CANCEL the AUTO RENEW. I could not get a clear answer. The first phone call, the person picked up the phone and hung it up without speaking. The second call, I got a nice woman who was no help other than telling me I had to WAIT for THEM to call me in April or May to speak with me about renewing. THEN, she said I could decide in June what I wanted to do. I asked for their phone number and she did not have it. This appears to be a SCAM. I have found many cases of the same problem on the web with Finicity.

Desired Settlement: I would like to CANCEL the Coaching and CANCEL NOW. My bank account is auto drafted since December 17, 2012 for 49.95 a month. I am not looking for refunds, just cancel.

Business Response: Renee from our Resolution department was able to speak to ****. Renee worked through the issue **** was having and Renee gave **** extra coaching session for her troubles. **** is now happy and moving forward in the coaching program.

Consumer Response:  
Better Business Bureau:

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

Sincerely,

**** ******

9/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: It attempting to cancel my account, I faced extremely poor and perhaps, fraudulent service and business practices. Initially, I put my cancellation in writing via email. I received a reply that I must call the "Resolution Dept." It was an extremely long hold before finally reaching someone. From the start, I found a communication style without any sense of actual "customer service" and care. I was met with apathy, aloofness, unprofessionalism and a completely emotionally detached connection. Repeatedly it was reiterated that I must speak to the Resolution Dept, although I asked where I could send my written cancellation request that I had already emailed. I asked for names in the Resolution Dept - 3 people. I urgently requested to please add to my request that my call be returned the next business day. I was told the return call could take up to 3 days. I also strongly stated to call my cell # - not my home. Bottom line. Call was returned on the 5th day/Friday - end of day (approx. 5p) at my home #. I finally got my attorney through UC San Diego involved. I still had to wait for a return call, at which time I was told it would be $99 to cancel. When I asked to see that statement in their policy either via their website or through email and also for a conversation with my attorney, only then was the fee waived. I also asked why their website clearly states that their hours are listed as 7 or 8pm MST - a very apathetic, argumentative reply was given. I was treated poorly, never received an apology, was left feeling horrible about the interaction and completed unvalued as a customer

Desired Settlement: I would like the BBB to strongly consider withdrawing their endorsement of this business. FYI... this company is also doing business as: Mvelopes and Money4Life I would like my experience/comment noted on their website and/or yours, if possible. I would like reimbursement of fees that I've paid with complete dissatisfaction of service. Thank you for your kind assistance.

Business Response: Yesterday, we tried to reach out to ********* with no success so we left her a voice mail and email asking for a clarification about what specific fee she is referring. We are still waiting on a reply.

9/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been trying to cancel my account with this company for months, and they are impossible to contact. The only thing they have been consistent with is charging me 49.95 every month, for nothing. They also charged my bank account $ 193.95 fee on August 21st with no explanation and no warning, causing me to be overdrawn and was charged a $30 fee. I tried to call the numbers provided and nobody ever answered the phone, or contacted me after I complained by email. Their customer service is deplorable and I have wasted too much time and money on them - they have made my financial system worse, not better, and they do not provide the support or guidance they claim. A total rip-off

Desired Settlement: I want to cancel my account once and for all, a refund totaling $303.90 for the of the 193.95 mystery fee they charged my account on August 21st 2015, plus the $30 bank fee they caused, plus a refund of the most recent $49.95 debited from the same bank account on 09/02/2015 plus the $30 fee I was charged for that as it caused my account to be overdrawn again, plus assurances that they will never debit my account again.

Business Response: Renee from our Resolution Department spoke to ****. We have agreed to refund her the requested amount of $303.90 and forgiven the cancellation fee. **** was happy with the outcome.

Consumer Response:  
Better Business Bureau:

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

Sincerely,

**** *******

9/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We were under contractual obligation to Money4life for coaching through the Mvelopes method. We have not been contacted by a coach for well over 6 months. We have tried to cancel our contract, in writing, by email, and by phone. No one has cancelled and we are still charged our monthly fee. I have left 2 voice mail messages with account manager and she has yet to return my call from JULY.

Desired Settlement: I want my membership/contract cancelled without penalty for cancellation.

Business Response: Renee, from our Resolution department tried to reach out to Douglas and Ami with no success. Renee did leave a voice mail and email that the Money4Life Coaching agreement has been cancelled and all debts forgiven. 

Consumer Response:  
Better Business Bureau:

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

Sincerely,

Douglas F*****

8/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have used the Money for Life budgeting system for 2 years and feel that the system did what I was needing - to get my finances in good shape. I contacted the company by e-mail on approximately July 12th, telling them that I no longer use the program and would like to cancel my contract. I was told at that time that I would be contacted within the week. When I didn't hear anything I re-mailed my disappointment at not being contacted and was e-mailed back that there is another department that handles cancellations and I would need to call them. I called and found that I have to talk with Renee - no one else can handle this. Renee has called me twice and left a message for me to call her back, which I did immediately when I returned from work. I have called 6 or 8 times in the last two weeks, being told each time that Renee was out to lunch, away from her desk, gone for the day, etc. but would call me "as soon as she returned". Each time she called she left a message that my account would continue to be billed until the issue was resolved.

Desired Settlement: I want to cancel my contract, and do whatever I need to to be finished with the company. I had been very satisfied with their product and would have recommended it to people, but after this issue with attempting to speak to someone about this, I would recommend that people avoid the company completely.

Business Response: Renee, from our Resolution Department tried several times to call Helen with no success. She did leave a voice mail and sent her an email letting her know that her contract has been cancelled and we have forgiven her cancellation fee. 

Consumer Response:  
Better Business Bureau:

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

Sincerely,

Helen W***

7/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After a bankruptcy I was trying to figure out how to get on track to obtain a home loan in the fall of 2014. While browsing online I filled out a form for more information and the Money for Life Center called me. They told me if I enrolled in their program they could help me figure out how to live debt free within 2 years. So I enrolled. I decided to cancel within the three days. they had a person call me to talk me into not quitting. The person was a good salesperson so I didn't quit. A few days later someone called me and told me the sessions were over the computer. I don't have a home computer and if I knew that never would have signed up for the program. As the three day period was over I tried to use the library computer but was unable to do the complete session with me coach as I didn't have a home computer. I think I did two or three sessions with a coach. In February I emailed the center telling them I wanted to cancel as I didn't have a computer at home. They had a person call me and kept me on the phone for over an hour telling me why I need their program. They did tell me there was a $350 cancellation fee if I cancelled. they didn't want to charge people the full amount if they canceled so they had a prorated amount. I should mention they were taking $59.95 out of my account every month. They told me if wanted to cancel I needed to call by the 28th of the month. I have tried calling now several times. I even went as far as to block the amount from coming out of my account. That got the attention of the company they use to collect their money. It is called Universal Accounts. They started calling me. Then they started sending me statements. I have called the Money 4 Life Center now over 8 times. Each time I am on hold for a long while. When I do talk to the receptionist, she says she will give them my message and they will call me back. They have never called me back ever!!

Desired Settlement: I want them to call me back like they said so I can pay my cancellation fee and be done with this company. According to what they told me in February it should be around $300.

Business Response: Renee from our Resolution department was able to contact Jolynn. We forgave her cancellation fee even though she was willing to pay it. Jolynn was happy with the outcome.

Consumer Response:  
Better Business Bureau:

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

Sincerely,

Jolynn S********

7/21/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I told the cancellation dept I wanted to stop the mvelopes program and was talked into continuing it.However after speaking to my coach I decided to stop the program after a year and was informed I would have to pay a cancellation fee of 237 which would be debited from my account .I also told her I needed the cancellation dept to contact me I never heard back from them after 4 months of $60 debits I called to make sure it was taken care of that was last month finally I received a call 4 days later and was told I didn't cancel and even tho I didn't use their service it didn't count I then informed her that I quit four months ago and told her cancel the program then on July 16 2015 I was contacted by a coach and was told I was still active in the program.July 17 i contacted em again and was treated rudely and hung up on.I contacted a Cody at roughly 11 AM est and left a message trying to resolve this and never received a phone call back.The program never worked for me and I have tried everything to resolve this, however the don't seem to want a resolution just my money

Desired Settlement: I wish for them to take the 240 they already have and stop bothering me and stop billing me for a service I have repeatedly tried to stop.

Business Response: Renee from our Resolution Team has contacted Ethan a few times in the last few weeks. Twice Ethan had decided to move forward.  As a courtesy Money4Life will forgive the cancellation fee.  The coaching program and contract will also be cancelled.

Consumer Response:  
Better Business Bureau:

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

Sincerely,

Ethan B****

6/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They lied to us and did not do what they said they would do. I have tried to call them and they will not answer any calls. I want my money back. It like they took the money and ran

Desired Settlement: I want all my money returned.

Business Response: Renee spoke to Lewis wife Amanda. They were calling another companies phone number and not ours.  That is why they never reached Renee's department.  They are going through some tough times.  We have forgiven their cancellation fee and will be giving them a full refund.  The call ended very well and Renee invited them back to the program in the future.

Consumer Response:  
Better Business Bureau:

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

Sincerely,

Lewis *****

6/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 1.) They told me several times that I could Quit at any time, finding money4life and mvelopes, or what ever their real business name was a chore. I just want these people to leave me alone and put my 58 dollars back where they found it, I am on a restricted income I barely make 1000.00 a month, I am laid off, I am receiving thru unemployment. 2.) I have had mysterious withdraws on my account since I had agreed to join, in total I had have over 3 withdraws totaling in excess of 150.00. I am not saying this is you but it seems to me likely either you sold my information or you just seen an easy target. My account is being deemed as Fraudulent charges I am getting a new card. 3.) I told you this but all you were interesting was you made money, I went thru several people and three days latter I had to fight with you to no avail, I got an e-mail telling me to "Your options are to move forward with coaching or to pay your early cancellation fee of $370.00. Please contact us when you have made your decision." I had no coaching I have not even used your services.

Desired Settlement: A full refund of 58.00 and waive the early termination fee, a written apology from the company, and a personal apology from the person that sent the E-mail.

Business Response: ****** was in full contract status and past her rescission period according to her contract and the recorded phone calls *****, our resolution specialist listen to. ***** notified the client as a courtesy that we have forgiven the cancellation fee and have cancelled her coaching contract agreement with us.

Consumer Response:  
Better Business Bureau:

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

Sincerely,

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

5/28/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On April 3, 2015, I started with this company, I called this company through the week of 4-6-15, to cancel, and left mutilple messages for someone to return my call tho cancel my services, within the 3 business day grace period. Finally on 4-8-15, I was able to locate another number for this company. Which wasn't the number in my contract, someone called me back on 4-9-15, to tell me that they didn't receive any of my messages, and that I was started into my 30 days, and that I would need to pay 370.00, to end my contract. I spoke with several people with this company, even managers, saying that they only receive one voicemail from me on 4-7-15. I haven't started any services with this company, because I've been trying to cancel since 4-6-15, which was the first business day of the three days, I can get phone records to prove I called this company in the time frame, I've received papers from a company telling me that I owe an amount, I let them know what was going on, and they took notes in the system. I just had death in the family, but I've been reaching out to this company with no help, this is false advertisement, and this company didn't try to reach me, until after my three days, I was also told my a representative in this group, that the voicemail doesn't want and that I would need to speak with a live agent, or nothing will get done, I'm very disappointed and would like your help to end this matter, thank you for your time.

Desired Settlement: I would like my information, erases out of there system, and for this company to accommodate me, because I did reach out to them in a timely manner, to have my things discarded, so that I wouldn't have to pay a fine, because I knew that I needed my money to take of my family, due to the death in our family with traveling expenses. Thank you again for your time.

Business Response: ***** from our Resolution team was able to speak to ********. There has been a death in her family and she is going through a hard time trying to hold the family together.  ***** cancelled ********'s contract and invited her back into the program when she is ready.  Client was happy with the outcome.

5/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Money 4 Life advertised as an additional coaching feature for the Mvelopes app for a fee. The customer service agents advertised the company's ability to save customers on average an additional $15000 per year, by teaching customers how to successful budget and track their spending using the the Mvelopes app. I pushed the agents to demonstrate how the Money 4 Life program would work for me and my financial situation beyond the generic sale pitch. An agreement was worked out for me to try out the program for a month, with the option to cancel and the sign up fee of $59 reimbursed. The first coaching session I was signed up for was cancelled and rescheduled, because the coaches were running behind. When I finally had my first coaching session, it was to go over how to set up a budget. Something I already had and the coach I was assigned to agreed she was not qualified to help me any further. She did try to assist me further by trying to connect with someone else, but no one was available. She stated I would receive a call to have my next coaching session scheduled, but I never did. So I decided to cancel. When I finally did receive a call from an irate "resolution specialist," who made it clear to me he thought I was stupid for cancelling a program that would help me change my financial future and was not all interested hearing how unsuccessful my coaching session had gone thus far. But thought it would be wise for me to continue into a financial agreement of 2.5 years at $60 per month, when the first coach I do speak with admits she is not qualified to help me.

Desired Settlement: First and foremost I would like an apology from management, along with my money back! Secondly, aside from the generic sales pitch, if a customer ask for you outline curriculum you are utilizing to teach them how to save money you should be able to provide that information. It is what you are asking for us to sign a 2.5 year contract to pay for. This "curriculum" was what I was hoping to get within the first two coaching sessions to help me decide if Money 4 Life was worthy program. I was also reassured this by the seller agents. Also it is unethical to sell something what out first showing the customer what they are getting. Especially, when the selling agents uses the company's religious affiliation to Inside for Living to promote the company's ethics.

Business Response: ***** spoke with ***** and apologized that we didn't meet the her expectations. Her contract was rescinded and we refunded the set up fee.

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

I am rejecting this response because: When I called and spoke to ***** she clearly stated she didn't have the authority to close out my contract and refund my money.  She did tell me she was "sorry," I decided not to continue doing business with Money 4 Life and would make a note in my file that I wanted to close out my contract.  ***** then stated she would have a resolution specialist call me, because they had the authority to cancel my contract and refund my set up fee.  The misconduct in questioned actually occurred after my conversation with *****, when I was insulted by the resolution specialist for wanting to close out my account.  His behavior was unprofessional and uncalled for, especially since Money 4 Life did not live up to any of their promises.  The resolutions specialist went as far as calling my decision "stupid."  If Money 4 Life, believes this behavior is appropriate and I don't deserve an apology and explanation as to what went wrong, then I will continue to share my experience with this company with others on social media.

Sincerely,

***** ****

4/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had signed up for a financial coaching program. They informed me about their grace period, in which, if I decided it wasn't for me, for any reason, I could cancel and not only would the contract be invalid, I wouldn't have any financial obligations. I canceled the day before the end of the grace period. Several months later, they started sending me a bill. When I called, they started an investigation, in which, after several weeks, their "resolution specialist" sent me an email stating that they would cancel my account, but I would have to pay a $400 cancellation fee. From the beginning, since I received the first bill to present day, I've called them probably 10 times and the common theme seems to be that there's no communication within the organization and when they say they'll call me back within an hour, they don't call me back at all.

Desired Settlement: All I want is for them to honor their word pertaining to the grace period and cancel with no financial obligation. It's not my fault that the communication within the organization is terrible.

Business Response: ***** from our Resolution department emailed ****** and let him know, as of yesterday his obligation to Money 4 Life Center is now canceled.  He will owe no further debt to us. ****** replied:


*****,

Thank you so much for getting this mess taken care of! I can't tell you how stressful it's been... I really appreciate your time and efforts to close the gap.
Thanks again and take care!

Sincerely,

****** *****

Consumer Response:  
Better Business Bureau:

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

Sincerely,

****** *****

4/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Services have not been delivered and they are charging me $59.95. They say I'm under contract to pay this amount or a $300.00 cancellation fee of which I was not made aware of. It is also curious that they say I'm under contract when they emailed a document to sign "in order to complete the process." Needless to say I have not touched this document so hence the transaction cannot be completed.

Desired Settlement: I do not want to be obliged to pay for a service I have not received nor do I want to pay a cancellation fee or have anything to do with this company again.

Business Response: We have made the decision to go ahead and allow **** **** out of his contract and forgive the cancellation fee.

2/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I began with Money4Life back in Jan 2013. We met with a coach about 5 times, but never grasped the ability to work the system. The end of 2014 I began calling regarding our monthly expense of 49.95 and making sure it was over in Jan 2015. I found out at that time, that the "contract" was for 42 months. I had no idea we were supposedly tied into a monthly commitment for that long at that price. I asked them to cancel the contract. The individual I spoke with said if I just commit to 2 more months, I could see if it would still work out and they would give me an extra coaching session. I told them I wanted to opt out. She gave me a toll-free number for ***** *******. I called that number 4 times and left messages over the course of a month. NOT ONE PERSON RETURNED THOSE PHONE CALLS. The number only allows for you to leave a message since it is for those who want to opt out or are having problems. I seriously doubt any one retrieves those messages. I called my bank and had them stop payment for UAS, the billing service for M4L. Since then, UAS has not ceased to call me and my husband. At the beginning of Jan this year I called customer service again and spoke with someone who said that notes on my account stated that I wanted to do the 2 month extension. I explained NO, I asked for my contract to be cancelled. She said she would email **** and ***** ******* all that I told her. I also asked her to cc me on that email which she did. Earlier this week I replied ALL on that email and advised them that I have not heard from anyone regarding my request. Today I left another message for the ************. I also replied to 2 emails I received way back at the beginning in Jan 2013. I have asked for phone calls.

Desired Settlement: I have requested that my contract be cancelled, that UAS is told to stop contacting me and my $1000+ balance be taken down to $0. I would like SOMEONE to contact me and assure me that my contract is indeed cancelled and that I do NOT owe any money to UAS. I would also like some kind of refund for the incredible HASSLE this whole thing has been. $500 (10 months of my contract) be refunded. I would also like to see the contract that I supposedly signed (which I also have asked for)

Business Response: ***** spoke with *** ****** this morning.  She felt like the program hasn't really worked for them and decided to go through the **** ****** program instead.  *** felt paying $100.00 compare to the cost of our program was more cost effective.  Being in our program for 18 months and having done **** ******'s program ***** tried to explained the major differences of the two.  How our program fills in a lot of blanks.  ***** also gave her testimony of what her family's great experience with Money4Life Coaching Program and what she had accomplish this last year.  *** was still determined to try **** ******.
***** asked *** to tell me where the break down was in their coaching program with us.  She admitted her husband wasn't very computer savvy.  Also, *** said they have been through a lot of personal issues this last year that prevented them from experiencing the full effect of the program.  They weren't able to really follow the program.  
***** told *** we will cancel her contract and forgive the cancellation fee.  She also told her the delinquent amount she owed, will also be taken care of.  As of today client owes no other debt with Money4Life Center.  *** was happy with the outcome. ***** told her, if they ever wanted to come back to Money4Life Coaching Program to please give ***** a call and she will make sure they are taken care of.

1/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On December 1 2014 my husband and I called mvelopes phone number to cancel our subscription. We were told that it would be a fee of$225 dollars or around that much. Instead of canceling that day, it was suggested by our account manager *****, that we take two "boot camp" sessions to make sure we wanted to cancel. We were told that this would half our fee to cancel if we still decided to. After we took the courses required, we decided to still cancel. Between that time and today, Jan 8, my husband and I have called about 14 times. Each time we are told to leave a message for ***** or *******, (our case managers) and they will call us back. Yesterday, we received a call from ******* who at first denied offering the courses to reduce our cancellation fee, then he agreed that ***** had offered it, but still would not cancel our subscription, as he said he needed to speak to *****. He said he would call yesterday June 7th at 6PM. But never did. I called yesterday at 7:15AM and both were unavailable. I asked to speak to a manager and was told that he was unavailable to speak to me but would authorize the cancellation by bypassing ***** and *******. I was told the I would be receiving the cancellation details via email within an hour and a half yesterday. I did not receive any email, or any contact. I would like to cancel immediately and pay half the fee as promised. I do not want to be charged another month, and I feel that is why they are delaying my request, in order to charge us another month. I am disappointed in this product, and even more disappointed by their dishonorable treatment of their customers.They should resolve problems quickly,efficiently and honestly. Instead, I have gotten delays,incompetence and lies. Product_Or_Service: Mvelopes

Desired Settlement: DesiredSettlementID: Other (requires explanation) My subscription cancelled immediately with the reduced fee promised.

Business Response: ***** from our Resolution team just spoke with him and explain that we already cancelled his agreement and we have forgiven all fee's before this BBB case was made. He was satisfied. Left on good terms and invited him back in the future if he needed us.

1/2/2015 Problems with Product/Service | Complaint Details Unavailable
10/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Buisness breach of contract and horrible customer service..borderline fraudulent We originally signed a 42 month contract for money coaching, the last date we heard from our coach was exactly a year ago. I call to cancel due to not being contacted or coached in over a year and they state after several attempts to get in contact with someone, that i need to pay a $208 cancellation fee even though we had not been contacted to let us know we no longer had a coach because she had left the company. The last we heard from our coach was that she would call us back to make the next appointment (Sept 13'). So, after talking to one single person and getting my problem revised by the "board" which took all of 2 hours, I get an email stating that they had no breach of contract and to cancel I need to pay $ 208, or continue with my $50 they are getting from me for no services they are providing. After chatting with customer service I am told sorry thats the best we can do. When I ask to speak with a supervisor I'm told "well, she may not speak with you, this is the final decision, but I can call back and see what happens" besides horrible customer service there seems to be a lot of dead ends and none to get ahold of to help me with my issues. Have never had service like this with any company

Desired Settlement: I would like to cancel my service from this company and I am willing to ,at best ,split my cancellation fee with them, but honestly at this point, they need to probably just waive the cancellation fee for what this has put me and my family through

Business Response: Contact Name and Title: ***** ****** Manager of Customer Delight
Contact Phone: ************
***** from out Resolution Department spoke with *****. She waived the cancellation fee and canceled his agreement.

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)

10/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Program was difficult to use and contract cancellation policy is unrealistic. Paid over $1,000 without any benefits. I used Money4Life coaching and mvelopes program for over a year without benefiting. I signed a two-year contract because I was hoping it would help me stay on top of paying off my loans. However, I found the system very difficult to use. I also had several technical issues that required extra time to fix. After all that time and still struggling to even understand how to use the software to create a simple budget, I realized I was losing more time and money than it was worth. The problem with the contract is that you have a very short time period in which you can cancel without penalty. At the same time, you are encouraged to stick with the program long enough to learn how to use it. Even the resolution specialist I spoke with today when canceling my contract, suggested I just needed more time to learn. He said he himself went through three different coaches in learning the system. I have paid over $1,000 to Money4Life. They have not helped me create a budge that was usable. Instead of helping me get out of debt, they have put me further in. I have just cancelled and the cancellation fee was 235.24. I should have cancelled sooner, so I realize the monthly fees are my responsibility, but I do feel that they should not charge me the cancellation fee due to the fact that the services provided were of no use to me despite the time I spent trying to learn their system. I also had major difficulties speaking with the resolution specialist. I would try to call them and have to leave a message, and then they would not call back at a time when I could talk. In addition the resolution specialist I finally spoke with was very difficult and continued to interrupt and talk over me. I even stopped him at one point and said, let's work together at not talking at the same time. He continued to interrupt and speak over me. I would hope others would be warned about the potential costs (time and money) involved in using Money4Life, and that Money4Life would have more flexible options for canceling if the system does not work for them as it did not work for me. My Money4Life coach was very respectful and kind. However, my interactions with other Money4Life associates included frequent lost calls (hang-ups) and confusion-on their end of the line. Even in my final call today--when I was attempting to speak to a resolution specialist I was transferred to the wrong person, who promptly hung up on me. I realize that I signed a contract and may not legally be entitled to the reimbursement of my cancellation fees, but I at least can work to make others aware of the potential disappointment and frustration they may experience if they choose to sign a Money4Life contract.

Desired Settlement: I am seeking refund for the cancellation fee because the software and coaching did not benefit me even after 12 sessions.

Business Response: Contact Name and Title: ***** ****** Manager of Customer Delight
Contact Phone: ************
***** from our Resolution Department was able to speak to ******. She made it clear she has a very busy work schedule and didn't have time to deal with things during the day. So as a courtesy we have decided to refund the cancellation fee. ***** explained to ****** if she would like to come back to Money 4 Life in the future. ***** would make sure she is well taken care of.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
My conversation with **** as described above is inaccurate. I do have time in the afternoons sometimes to handle things, but she was not available. I would leave a message and she would return calls when I was in meetings or in the morning the next day. The conversation (last Thursday) when she called me and agreed to refund my cancellation fee occurred during the afternoon so clearly I can make myself available. I just needed a clear time to do so. It took three months to get the cancellation done because of the difficulty connecting with her.

When she called me on Thursday, she seemed confused about who she was talking to. She said she had spoken with me the day before and that I had mentioned I might be retaining legal council. When I told her we had not talked, that I'd spoken with another representative, and that I had contacted the Better Business Bureau, she said that was really unfortunate because now she would have to release the transcripts of all my prior conversations with them to the BBB. This was a threat. It is a financial coaching business; I have had conversations with them about confidential financial matters. I am clear that BBB does not publish this kind of information, so I encouraged her to release the transcript of our current conversation as well. She got upset with me and asked if I knew Money4Life was a Christian organization. I assured her that I was a Christian as well and that we could visit about my experiences with Money4Life in light of scripture. She said she needed to get someone else on the line and hung up.

When she called back (same afternoon), after a monologue about her faith in Money4Life and why I should give it another chance, she agreed to refund my cancellation fee. I have not seen that yet nor do I know how they plan to get that to me. Towards the end of the conversation I encouraged her not to use the fact that she / the organization is Christian without hearing where the other person is coming from. She responded very loudly about how she's not ashamed of her faith and that I was being hateful. I assured her that I don't hate her and that I would never suggest she be ashamed of her faith. She continued to go on about her faith and my hatefulness, so I politely as I could said good bye. I do not yet have the reimbursement. They know my address, email, and my phone number so getting it to me should not be a problem if they choose to.
My complaint now has expanded to them threatening to release confidential financial information on a public, online forum. I have a very serious problem with that.

Business Response: I called ****** and left her a message to find out if she received her Cancellation Fee refund. I left her my direct number to call me back.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I did receive a phone call from the company. The message included phone contact information and a request to get feedback from me. Based on previous conversations, I request all future contact be done in writing. The company did refund my cancellation fee through the credit card I paid with. I checked that the proposed resolution is not acceptable due to the fact that it included a threat (as mentioned previously) from the "resolution specialist". If the company wishes to resolve this, they can make all further communication either through email or mailing correspondence to my home address for purposes of documentation.

8/22/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: company took money for services not used and when trying to cancel after year of taking my money, was told had to pay to cancel or continue to pay. When signing up for program, seemed like a great idea. After signing up, realized my computer was not equipped enough to run software for the sessions. For a year, the program took money from my husband account and I didn't use the services. A year later, we realized we were still paying and called them to cancel. we were told we would have to pay over$200 to cancel and that it was our choice not to use the program those months. we have no computer to use the program and I was told to go buy one. They have already taken 12 months at $49.95 and now we have to pay $221.41 or pay for another 30 months of $49.95 and buy a computer to use the program that I don't even want anymore. All we want is to cancel the charges.

Desired Settlement: All we want is the services cancelled and no other charges to be taken out of our account.

Business Response: Initial Business Response /* (1000, 5, 2014/08/13) */ Contact Name and Title: ***** ****** Manager of Customer Delight Contact Phone: XXX-XXX-XXXX ***** from our Retention team just spoke with ******. She walked her through the signing of her contract and also let her know we have a recorded message of her agreeing to the terms of the contract including the cancellation fee. She told Renee after she started the program her computer broke. Therefor she was unable to do the program. She told ***** she didn't want to pay the cancellation fee. ***** told her we will go ahead and forgive the cancellation fee, do to her circumstances . ***** also suggested, her to continue using our free Mvelopes for now and read our Ebook so she can still move forward in a positive direction with her fiances. ***** also gave her number to ****** so that, in the future, if they wanted to come back on board, she could call. Left on good terms.

8/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am trying to get either a refund or complete the coaching. Money 4 Life will not give me a refund or allow me to finish coaching. In January of 2014 I called to get a refund from Money 4 Life Coaching. I used the word "cancel" so and requested a refund. The person I spoke to indicated that I would get a refund. When I called back in February checking on why I had not received my money back they told me that they did not refund the money and because I had cancelled I could not receive anymore coaching. I asked to speak to a supervisor. I spoke with ***** ******. She told me that they did not refund money. I could not find a copy of my contract. In April of 2014 I got a copy of my contract and saw that I could not cancel over the phone that it had to be in writing. I called and told them this and they still told me that I could not get a refund or more coaching. I called yesterday, August 6, to try and get this resolved. I am still being told the same thing. I had trouble getting to speak with their customer service and had to wait weeks to speak with ***** ******. I had to make an appointment to speak with her. I only had three sessions of the training. The coach that I had is no longer with the company.

Desired Settlement: I would like to receive at least a partial refund of the $719.40 that I paid or to complete several more coaching sessions. The purpose of this company is to help people manage their debt.

Business Response: Initial Business Response /* (1000, 5, 2014/08/11) */ Contact Name and Title: ***** ****** Manager of Customer Delight Contact Phone: XXX-XXX-XXXX ****** paid for a year of coaching, in advance. She experienced personal issues after she signed up and felt like she may need to cancel until things were resolved. ***** from our retention team was able to reach out to ******. ****** will be given the completion of the program she has paid for. This will be 11 coaching sessions in all.

7/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Product does not work as advertised following 4.x upgrade. In October 2013, Mvelopes announced that they would no longer be offering BillPay services, which I found to be a very valuable feature of the Premium services. Mvelopes promised that there would be many valuable features in future releases. In late March 2014, the new release (4.x) of Mvelopes was deployed. With the new release, Mvelopes no longer renames the payees of my transactions as specified in automation rules. Performance of the new release is worse than the previous version and there are no new valuable features. I am receiving far less value from Mvelopes today than I was in October 2013, but the subscription rate remains the same. Customer support has been responsive and cordial after 8-10 contacts via email and chat over the past approximately three months in my attempts to have the Payee renaming issue addressed. However, there has been no resolution. I have also needed to explain my issue repeatedly to customer support. The common response is that development is looking into the issue and there is no commitment to provide a resolution. From my perspective, I would love to continue using Mvelopes because it does help me manage my personal budget effectively. However, I am seeking other products because of Mvelopes failure to provide the value for the money that they once did and also due to the substandard customer support.

Desired Settlement: Repair the defect causing my issues with renaming of payees in transactions and provide me with a free year of service, or a credit for the period when Mvelopes has failed to deliver functionality as advertised.

Business Response: Initial Business Response /* (1000, 5, 2014/07/28) */ Contact Name and Title: ***** ****** Manager of Customer Delight Contact Phone: XXX-XXX-XXXX I spoke with **** today and I decided to go a head and give him 1 year of free service. We're also going to follow up this Friday so I can update him as to when this issue will be resolved. Initial Consumer Rebuttal /* (2000, 7, 2014/07/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Mvelopes/finicity provided me with a credit for services, which essentially will retain me as a customer until the issue I'm experiencing with the application is resolved. The discussion with ***** increased my confidence that Mvelopes is committed to resolving the issue.

6/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Attempting to cancel due to services not being provided. I enrolled in Money4Life Coaching sessions on 1/22/14. Since then, I have only had 3 coaching sessions - 1/29, 2/5 and 2/11. I had one scheduled on 3/15, but Money4Life cancelled it. I have made multiple attempts to reach them to cancel my subscription because they are not providing the services. I wrote in on the live chat, phoned the main line, and called ***** ** Resolutions Manager and left 3 messages.

Desired Settlement: I want to cancel my services/contract and owe no remaining fees/subscription, due to Money4Life being in violation of our contract, and I want reimbursed for the months that I have not received the coaching sessions. Thank you.

Business Response: Initial Business Response /* (1000, 5, 2014/05/29) */ Contact Name and Title: ***** ****** Manager of Customer Delight Contact Phone: XXX-XXX-XXXX On 5/23/2014, ***** from our Retention Department received a email from ******* that she filed a complaint with BBB. On 5/26/2014, ***** spoke with *******. Her coach ******* did not give her the quality she should have gotten in her coaching sessions. What ***** have done, is basically started her over. ***** credit her 3 extra coaching sessions for the poor customer service she has gotten. Real nice lady ***** stated. ******* said she needs to learn more than just a software program....she wants to learn about how to fix her finances. She now has a new coach.

6/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My "Account Summary" says my service is Free, but they continue to take money out of my account each month and say I have a 42 month contract. This is from my mvelopes system: Current Plan: Money4Life Coaching Enrollment Period: 42 months Date Enrolled: 2nd Jan, 2014 Auto Renewal Date: 2nd Jul, 2017 Current Subscription Fee: Free BUT they say I have a 42 month subscription, and cannot get out of the contract. I just want my "contract" canceled and for them to stop taking money from my account each month.

Desired Settlement: Cancel my contract.

Business Response: Initial Business Response /* (1000, 5, 2014/05/27) */ Contact Name and Title: ***** ****** Manager of Customer Delight Contact Phone: XXX-XXX-XXXX I had ***** from our Sales team call her and she left a message. From the notes left on the sales call, she knew she was paying for the Coaching program when she signed the agreement. What she is getting Free is the Mvelopes application program because it's included with the Coaching program she signed up for. That is why on the Account Detail page, it says Free. ***** will try again later today. Initial Consumer Rebuttal /* (3000, 7, 2014/05/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understood there was a cost of the service, but they schedule the introductory meetings so the allowable time to cancel has FAR passed. I kept getting an "introduction" meeting each week for 4 weeks before the software and system and counseling were actually demonstrated and explained. I know it was intentional so that it is too late to cancel the contract. It is VERY misleading sales tactics. I have the emails which show how long it takes to get the scheduled meetings, and notes on what actually took place each meeting. These sales tactics are completely unethical and don't allow customers to understand how the difficult the application is to use, until it is too late to cancel. I want my contract canceled. They have already taken a lot of money for me for NO services. I will contact ***** again. Thank you. Final Business Response /* (4000, 9, 2014/06/02) */ ***** tried to reach out to her again with no success. We decided to go a head and cancel her agreement with no cancellation fees. Final Consumer Response /* (2000, 11, 2014/06/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Finicity has agreed to cancel my contract, and I appreciate their response.

4/24/2014 Problems with Product/Service
3/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 9/14/2013, I notified Finicity of my intention to cancel my affiliation with them. Since then, they've debited my bank account three more times. Email to Finicity:To say that I'm infuriated beyond measure seems like an understatement. On March 21, I began using your Mvelopes program online & authorized a monthly debit to my bank account of $59.95. On July 31, I finished my last counseling appointment with ******* ******* Between that date & July 31, I cancelled my last scheduled appointment. On September 14, 15, & 16, I sent repeated emails notifying SOMEONE that I was canceling our agreement. In spite of all this, you've continued to debit my account every month sinceas if nothing's changed! I've discussed this matter with my bank & on Monday (12/9), I intend to fill out documents at the bank to finally put a stop to this mess from my end. I have to say that I'm dismayed at this callous mismanagement & am very unlikely to ever use or recommend your services in the future!

Desired Settlement: Three monthly payments of $59.95 each.

Business Response: Initial Business Response /* (1000, 14, 2014/03/05) */ Contact Name and Title: ***** ****** - Manager of Customer Delight Contact Phone: XXX-XXX-XXXX Contact Email: ************@finicity.com I called this consumer and left a voice mail with my direct number to discuss this complaint and have it resolved. Final Consumer Response /* (2530, 20, 2014/03/24) */ Finicity called me today & settled the matter with me amicably. Thanks for the assistance. Final Business Response /* (4000, 18, 2014/03/24) */ ***** signed up on 3/28/2013 for a 24 month agreement. Last successful payment he made was 12/5/2013 (Made only 7 payments). He didn't cancel the agreement with in the 3 business days as stated on the agreement. I was able to speak to ***** and explained this to him, which he understood. We agreed to cancel the contract with no more balance due.

3/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received an email stating that Mvelopes would cover the monthly payment from September - December. This was not done. I applied for hardship payment assistance through Mvelopes and received an email stating that September - December would be covered. I received a phone call from Universal Billing Services stating that they didn't receive December's payment of $50.00. I have tried to contact Mvelopes both by email and phone but I am not able to get through to them and talk with them. They have made it difficult to reach even their customer service. I've been laughed at and most of the time the emails that I've sent I receive nothing back. The only person I speak to the most is my assigned coach. But the email I received on September 3rd regarding the hardship assistance was from ****** ****** I still have this email. I also included a copy of this email with the email I sent to Mvelopes to check on this matter further but I know I won't receive a reply to my email that I sent. Out of about 10 emails that I've sent for help, I've received two replies.

Desired Settlement: I just want this resolved completely and entirely. I want my account with Mvelopes dissolved as they are not very helpful to me. The only person who has been the most helpful has been my coach and he shouldn't be the only one because I should be able to call the company, speak with customer service reps to get assistance when I need assistance. I can't do this because I don't get anyone, no matter how many times I call, what options for the IVR system I press, so this isn't a very team oriented company working for the greater good to help others. Not to mention the fact, I found the company on Focus on the Family's website. The company needs to work more in a team oriented environment for the greater good of their customers who are paying their paychecks.

Business Response: Initial Business Response /* (1000, 9, 2014/01/28) */ Contact Name and Title: ******** ******* Contact Phone: ************ Contact Email: ****************@finicity.com Due to a clerical error, the December payment was late for Ms.*****'s account, resulting in the call to her from the billing company. The payment was made by Fincity for December and Ms ***** was not charged that month. For the inconvenience of that clerical error, we extended her scholarship for one additional month, which is February. Final Consumer Response /* (2000, 23, 2014/03/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have spoken with ***** from Mvelopes as well as ***** I was given a satisfied resolution. Final Business Response /* (1000, 19, 2014/03/06) */ I tried to call XXX XXX-XXXX but it keeps disconnecting. I tried 4 more times and same results. I was able to reach her cell phone voice mail which I left her a voice mail with my direct number to contact me so we can work something out to resolve this.

3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Signed up for service, called in to have service canceled and informed to cancel on line. Received one service call and continued to be billed for it Company name money4lifecoaching.com offered me a chance to learn how to better manage my finances. I canceled the service so I thought VIA the web site and since then have been charged over $1000.00 for a service that I had not been provided to me. I had one coaching call, after that I felt the service was not helping me and I spoke to a representative that instructed me to log in to my account to cancel. This company has all of my personal account numbers and can monitor my activities. I have called in to try talking to someone, but informed that I need to set up an appointment with a manager in order to cancel the service. I have since received a call from collection agency for payment of the service. March 13, 2013 was the date I signed up.

Desired Settlement: I am not shore, but for start I would like the collections to stop and removed from my credit report.

Business Response: Initial Business Response /* (1000, 11, 2014/02/27) */ Hi ********. I just wanted to make sure that you had received my reply about Ms ******'s case. This customer's account was cancelled in December 2013 and we did not make any reports to the credit bureau. ******** ******* Director, Coaching Finicity

2/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Failure to reverse billing charge for annual renewal not authorized. Contacted them by chat when charge still listed as pending on my credit card. I had stopped using the "Myvelopes" personal financial software which they market and support because it was not suitable for me. I received a phone message yesterday which stated that they would need a new credit card in order to do the annual renewal. Since I did not want to renew, I ignored this. Today I noticed that a pending charge had appeared on the previous credit card account. I contacted then immediately by online chat because they do not have a phone number to contact a person. They stated that might contract going forward was canceled but they continued to state that I would half to contact the dispute resolution service because it had already been billed 1 day prior. I continued to request confirmation and they continued to insist that they could not confirm it and that there was no one further to talk to. They provided an e-mail to the dispute resolution service. I called them initially as a friendly customer who had decided that their product just was not right for me to decline the renewal for a program I hadn't even accessed in 8 months. I now am a customer who is extremely frustrated by the amount of time it is taking to resolve this issue and who is now a very negative customer. I hope you will pass this on to the company.

Desired Settlement: Simple refund of the $128.60 which has been charged to my Credit Card.

Business Response: Initial Business Response /* (1000, 12, 2014/01/29) */ This customer requested a refund on 12/19/2013 and was issued a refund for the amount of $126.60 on 12/20/2013.

2/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Checking account charged a $39.60 8 times for an old account that has not been used in about two years and that was suppose to have been deleted. Recently I had decided on starting a new account for Mvelopes since I could not remember old password. TheI setup a new account, *******XXXXXX and paid the $9.95. Once activating new account, somehow old account ********* was activated and charged my checking account at Valley National Bank $39.60 8 times. There was never any notification that there was a back balance owed. I have gone back and forth with numerous customer service agent, ****, ******* ***** This company only has online chat as a way to communicate with it and billing cannot be contact directly via email, or phone call. If there was an active service and I can see being charged once, by why 8 times. I feel this company has gained from this error. This company states I accepted a no refund policy. I have searched the website for this info and can find none.

Desired Settlement: The settlement I am seeking is in the amount of $316.00, which is 8 * 39.60.

Business Response: Initial Business Response /* (1000, 5, 2014/01/22) */ Contact Name and Title: ******** *******, Director of Coaching Contact Phone: XXXXXXXXXX Contact Email: ****************@finicity.com This customer requested a refund on 1/8/2014 and was issued that refund on 1/10/2014.

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

Complaint: After terminating coaching services provided by finicity and paying the required fees, the company continued to withdraw money from my bank account. After terminating coaching services provided by finicity and paying the required fees, the company continued to withdraw money from my bank account. I came to find out about this after a third party collecting agency started calling me stating I had missed payments and that is because I had changed my bank accounts due to other reasons.

Desired Settlement: Refund what was wrongfully taken.

Business Response: Initial Business Response /* (1000, 5, 2014/02/03) */ Contact Name and Title: ******** ******* Contact Phone: ************ Contact Email: ****************@finicity.com This error was caught on our end as well and a refund is already in process. Final Consumer Response /* (2000, 7, 2014/02/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have received an email from finicity stating they are in the processing of resolving the issue even though the process of getting assistance from them is tedious to say the least. Their third party collecting/billing agency keeps hounding me for payments (via letter and late night phone calls) insisting that they DO NOT and WILL NOT get in touch with their client (finicity) to establish my claims of termination of service with their client (finicity). Finicity and their billing company (universal) need to have more open and direct communication for better service to their clients.


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