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:05/20/2023

  Type:Sales and Advertising 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.

  I had made a one time purchase back in January 2023. They billed me again in May *********************** authorization. I did not purchase anything else nor did I sign up for a subscription.

  Business Response

  Date: 05/31/2023

  Thank you for bringing this matter to our attention.
  
  Regarding the complaint from ***********************, we have conducted a thorough search in our system using the provided email address, ************************* Unfortunately, we could not locate any order associated with that email address.
  
  To help us resolve this issue, we kindly request the customer to provide us with the correct email address used when placing the order.
  
  Additionally, it would be beneficial if the customer could provide us with the following information:
  
  - Order ID or a screenshot of the transaction information: This would greatly assist us in identifying and locating the specific order in question.
  - Payment method used: It would be helpful to know whether the payment was made through ************ transfer, Apple Pay, or ****** Pay.
  - Exact email address used for payment: Kindly ask the customer to provide ** with the email address associated with the payment method used for their order.
  - Date of payment: Request the customer to provide the date when the payment was made. This will aid in locating the relevant transaction within our records.
  - Amount of payment: If possible, ask the customer to specify the exact amount paid for the order.
  - Full name and surname: Kindly ask the customer to provide us with their full name and surname as it was entered during the ordering process.
  - Last 4 digits of the card: If the payment was made using a card, it would be helpful to have the last 4 digits of the card used for the transaction.
  
  Once we receive the requested information, we will promptly investigate the matter and make every effort to resolve the issue for the customer. We kindly ask the customer to provide the details directly to us via the provided email address or any other preferred method.
  
  Thank you for your assistance in helping us communicate with the customer and resolve this matter. We remain committed to providing excellent customer service and resolving any issues promptly.
  
  Virtue Map Customer Support

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair 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.

  Virtue Map is a scam. Digital marketing is well done. But they outsource their support team. So you will interact with a new person via email every time. Virtue Map will have you automatically subscribed to an annual renewal if you purchase a digital product. Typically advertised on IG or FB. They WILL NOT notify you of upcoming renewal charge so you can cancel. And in my case, when I purchased the product Feb 9, 2022 and was charged a renewal on March 25, ****, I found out about it because my credit card company notified me of fraudulent activity. I've been back and forth for almost a month with different people. I get different answers each time to basically back Virtue Map's charge even though I have no interest in the product nor had I heard from them via email since May 2022. Answers such as you need to give us a 48 hrs notice of cancellation. Well, difficult to do without a reminder notice like most digital or not companies do via monthly, semiannual or annual subscriptions. They keep going back to "you signed up for it when you purchased." So long story ******************'t waste your time or money with this "company." There's no app. It's only a webpage that you save as a shortcut on your phone. And no personal coaching. The copywriting is clever and NOT upfront or honest about what's included or what your paying for - even a year later. Again save yourself the hassle of awful customer service and a company that really doesn't care about bettering clients lives. Only making money off thousands of subscriptions because they use a legal loophole that makes their profit the customer's problem after a year goes by without renewal notice. As someone mentioned earlier, the best they say they can do is 50% refund. F rating times 10. Scam all the way.

  Business Response

  Date: 04/18/2024

  We appreciate the opportunity to address the concerns raised by ******* regarding her experience with Virtue 
  Map.
  At Virtue Map, we value transparency and customer satisfaction. ********* feedback is important to us, and we 
  want to clarify our subscription and cancellation policies.
  During the checkout process, all subscription details, including renewal terms and conditions, are clearly 
  presented for the customer's review before finalizing the purchase. By completing the purchase, Colleen 
  acknowledged and agreed to these terms.
  Our cancellation policy, which requires customers to notify us at least two days prior to the renewal date of 
  their subscription to prevent automatic renewal and avoid additional charges, is prominently displayed on our 
  Terms & Conditions, checkout page, and FAQ section.
  We regret any confusion caused by the renewal process and emphasize our commitment to providing 
  transparent and accessible information to our customers.
  In response to *******'s specific case, we have reviewed her subscription and promptly canceled it as per her 
  request. We confirm that the subscription has been terminated, and no further charges will occur.
  We are dedicated to improving our customer experience and are available to address any further concerns that 
  ********************* have. Our customer support team is ready to assist her.
  Thank you for bringing this matter to our attention. We remain committed to delivering a positive and 
  satisfactory experience to all our customers

• Initial Complaint

  Date:03/26/2023

  Type:Product 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.

  I paid for a Virtue Map subscription in January of 2023 to help me focus in the new year as a graduate student with a looming graduation date. After concluding my needs with Virtue Map, I went to cancel the subscription and found no option to do so across the app or website. No information about canceling the account was available anywhere easily. I deleted the account as that is the only given option for canceling membership, though I have since discovered that this does NOT cancel membership and I have been charged $25.99 twice since terminating my use. I take partial fault for not knowing how to properly cancel, but Virtue Map should have a clearly outlined website section that explains cancelation to future users. I reached out to Virtue Map prior to the second charge on March 24, but because my contact was not 48 hours prior to billing he said he was unable to fulfill my request. I have not used this app for two months but have paid for two billing cycles. There is no clearly defined terms for canceling membership/payment and there was no accommodation for a customer asking for the next payment to be canceled due to a policy that I saw nowhere outlined on their website. I would like to be refunded my $51.98 and also believe that Virtue Map should have to provide information for canceling membership on their website and app through a page that says Membership Options or Cancelation. I am a graduate student with limited free time who used their services to get back on track, I am not a well of money for them to continuously take $25.99 from because they do not want to encourage users canceling their memberships. I am attaching my email correspondence with Virtue Map customer service for your convenience.

  Business Response

  Date: 04/18/2024

  Thank you for bringing this matter to our attention. We have thoroughly reviewed the details of your complaint 
  regarding your experience with Virtue Map and your subscription cancellation issues.
  Regarding the subscription and cancellation process, all pertinent details, including the terms of our 
  subscription, are prominently displayed during the checkout process. Our customers are required to agree to 
  these terms before finalizing their subscription purchase. As outlined in our Terms and Conditions, it is the 
  responsibility of the subscriber to manage their subscription, including cancellation, in accordance with the 
  specified guidelines.
  Our cancellation policy is clearly outlined in our Terms and Conditions, checkout process, and FAQ page on our 
  website. As per our policy, subscribers must cancel their subscription at least two days before the renewal date 
  to avoid automatic renewal and subsequent charges. Refunds for subscription fees already paid are not 
  available, which is also specified in our terms.
  We understand the frustration you experienced and apologize for any inconvenience caused. However, it's 
  important to note that the responsibility for adhering to our cancellation policy ultimately rests with the 
  subscriber. We encourage all our users to familiarize themselves with our terms and conditions to ensure a 
  smooth experience with our service.
  If you have any further questions or concerns, please do not hesitate to contact us directly. We value your 
  feedback and are committed to improving our services based on customer input.
  Thank you for bringing this matter to our attention

• Initial Complaint

  Date:02/07/2023

  Type:Product 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.

  Didn't notice that I was charged after the free trial... ok fine, my fault. Was charged again 3 months later and I've never even used their service! I messaged their support immediately (within minutes) and was denied a refund. After a frustrating back and forth with their customer service over the past two weeks, they offer a 50% refund of ONE of the two charges, when I've never used their app at all. This business is a complete money grab. They aren't trying to build a brand that supports their customers. There's certainly not an exchange of value like a legitimate business. Just look at the email attached - "We highly appreciate your understanding." There's no understanding! They're just stealing money from people.

  Business Response

  Date: 04/18/2024

  We appreciate the opportunity to address the concerns raised by the customer regarding their experience with 
  our service. Firstly, we understand the frustration that can arise when unexpected charges occur. However, we 
  would like to clarify the subscription terms and cancellation policy that were agreed upon by the customer 
  during the checkout process.
  All subscription details, including pricing and renewal terms, are prominently displayed during the checkout 
  process prior to finalizing the purchase. By proceeding with the purchase, the customer acknowledged and 
  accepted these terms. According to our Terms and Conditions, customers are required to cancel their 
  subscription at least two days prior to the renewal date to avoid automatic renewal and subsequent charges.
  We regret any inconvenience caused by the customer's misunderstanding of our cancellation policy. 
  Unfortunately, refunds for subscription fees already paid are not available per our stated policy. Regarding the 
  specific issue raised, we have thoroughly investigated the customer's account and could not locate any 
  purchases or subscription records associated with the provided details.
  Furthermore, our customer support team strives to assist customers promptly and professionally. We sincerely 
  apologize if there was any misunderstanding or inconvenience during the interaction with our support team.
  In conclusion, we maintain that our subscription terms and cancellation policy are transparently 
  communicated to all customers. We encourage customers to review and understand these terms before 
  committing to a subscription. Should the customer have any further questions or require assistance, we invite 
  them to reach out to our support team directly for clarification.
  Thank you for allowing us to address this matter through BBB. We remain committed to providing a positive 
  customer experience and are continuously working to improve our services