Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:18/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are an *************** serving ******** and the ******************* in eastern *******. We joined *******'s monthly subscription event calendar service in September of 2017. We have been paying a monthly subscription fee via our **** personal credit card since that date. We received an email at least once per year announcing changes to their subscription plans and user agreement - as we do with all of our subscriptions. They sent one Jan 9 2025 stating changes, but not state what they were in the body of the email, or that there was a deadline to respond. We didn't find out until February 9th that they had charged an entire year's worth of subscription (CDN$1,810.10) to our **** personal credit card (It was an **************** card). They also put most of the features we had been using behind an extra subscription fee. We called Timely and asked that it be reversed and they refused. We disputed the charge through **************** and they refuse to issue a refund. Our NFP has been fleeced out of $1,810.10 and there is nothing either the vendor or credit card provider will do about it. We'd like to warn others that this company steals from their clients.

  Customer Answer

  Date: 18/08/2025

  I am the volunteer Executive Director, and it is my personal credit card that was abused by *******.

  Business Response

  Date: 08/09/2025

  Client had been duly notified of their upcoming fees and charges well in advance of renewal in accordance with our standard terms of service, and given an opportunity to cancel their renewal should they wish. 

  After the renewal of a pre-paid term, the client notified he did not intend to renew and initially claimed lack of any knowledge of such notice. Upon producing concrete evidence to the contrary by the service provider, they mentioned they "did not realize" it was an invoice and assumed it to be an invoice (despite openning the notice 7 times on the day received).

  All practices and communication with the client has been in order, and in accordance with the accepted terms of service and standard of the industry. This evidence has also been reviewed by the Credit Card issuer, and the client claims have been deemed unfounded as self-reflected by the client.

  Customer Answer

  Date: 09/09/2025

   
  Complaint: 23758805
  
  I am rejecting this response because:

  Client had been duly notified of their upcoming fees and charges well in advance of renewal in accordance with our standard terms of service, and given an opportunity to cancel their renewal should they wish. 

  
  ******* sent an email stating there were changes to their terms. They did not state that my monthly subscription plan was now going to be yearly, charged in advance, un-refundable, and that many of the features we were using now required additional fees. Here is the text of that email:
  

  Dear *******,
  This is an important update regarding our Terms of Service and Subscriptions.
  We are writing to let you know about upcoming changes to your subscriptions and plans. We have updated the terms and subscriptions of our plans.
  Based on our records, your current plans and fees associated with your account is affected by these changes. Please find attached, the Pro-forma Invoice related to your upcoming charges.
  They send similar emails every year, sometimes more than once per year. Nowhere does it state that I will now be charged a year in advance, that most of the features I use will now cost extra, or that there is a deadline for refusing this.
  
  After the renewal of a pre-paid term, the client notified he did not intend to renew and initially claimed lack of any knowledge of such notice. Upon producing concrete evidence to the contrary by the service provider, they mentioned they "did not realize" it was an invoice and assumed it to be an invoice (despite openning the notice 7 times on the day received).
  I did see the email. Being that it contained the same text I receive year after year, I assumed it was just a statement for the upcoming year. The fees had already evolved over the years from $30/month to over a $120,so again, without any verbiage in the body of the email to forewarn me that my monthly subscription was to be replaced with a yearly one I could not revoke, and that most of the features we use were now to cost extra, I assumed this was just another monthly fee increase. Their assertion I opened their email seven times in one day is simply not true. I looked at the email once. Maybe they are registering the number of times I opened my gmail account that day?
  
  All practices and communication with the client has been in order, and in accordance with the accepted terms of service and standard of the industry. This evidence has also been reviewed by the Credit Card issuer, and the client claims have been deemed unfounded as self-reflected by the client.
  I do not agree. Amex said nothing of the sort. What ******* are doing is an underhanded money-grab. An amoral rip-off of, in my case, a not-for-profit who had been faithful monthly subscription clients since October 2017. The credit card issuer did not handle the issue properly, refusing it due to connection issues in one case, never actually reviewing the materials I sent, and taking the merchants account as gospel. There have been 10 bungled Dispute Resolutions with ***************** the case above included as an attachment.Both **************** and ******* refuse to refund the transaction, which I reported as soon as I saw it on my credit card statement.

  
  As the volunteer Executive Director for a not-for-profit,this subscription was applied to my personal credit card. The *** cannot obtain a credit card due to the dual-signature policy we use. I am limited by my board to a maximum of $500 on any purchase, so I could not have authorized this without board consent, not possible even if I had understood what was happening due to the short timeframe allowed (I received the email Jan 9 and the charge appeared the first few days of February, me seeing it on February 7th. My board meets every two months.

  I authorized ******* to charge my card for an approximately $100/month subscription. I DID NOT authorize them to deduct $1,811 from my card. I do not want the service in its present form. I made that clear the day I saw the transaction on my credit card statement.