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:07/21/2025

  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.

  I was charged a month ago for $39.94, and immediately requested my account be canceled because I did not use their services at all during the initial $1.00’charge for the first week. I also requested a refund which the instructions say you can do on their site. I was not refunded any money. I was charged $39.94 again this morning. I am requesting a refund for last month and this month both for $39.94 ($79.88) and for the initial $1.00, so a total of (80.88). I am willing to accept a total of $80.00.

  Business Response

  Date: 07/23/2025

  Our findings show that on 06/25/2025, the customer successfully enrolled in a 7-day $1.00 trial membership to CreditReview.co.  As per the membership agreement that the customer acknowledged, we attempted to charge the credit card on file for the monthly membership. All billing attempts were declined by the issuing bank.  Also, the customer completed the verification process and had access to their credit score and reports.

  
  The customer last logged in on 07/06/2025, before sending two emails requesting their account be canceled and a refund issued 07/19/2025.   We have no record of the customer contacting us to cancel prior to the emails received on 07/19/2025. We record all calls for quality assurance purposes and document all contacts.  In addition, we provide customers with a cancellation number and send an email confirming the cancellation immediately.  

  
  In summary, the customer’s account was canceled as requested on 07/19/2025 and as all attempted charges were declined no funds were collected.  Please let us know if you require anything else.

• Initial Complaint

  Date:07/11/2025

  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.

  So on June 13th was applying for loans and I was referred by the loan company to allow this place to give my credit report so I signed up and payed the dollar it stated for me to dart the account I then never got the report so I went and canceled my subscription and two weeks later I’m charged for 39.94so I said what the heck I checked my cash app and it was credit review I said that’s not right so I called them and I left a message because of the no response and nothing I called two days later and no response still it is now Friday July 11 and this is the sixth time since they got me for the 39.94 that they tried charging for a canceled service so I blocked them on my bank account but something needs to be done about this.

  Business Response

  Date: 07/14/2025

  Our findings show that on 06/15/25, the customer successfully enrolled in a 7-day $1.00 trial membership to CreditReview.co.  The customer did not contact us during the trial period to cancel the membership or after the membership commenced either by phone or email.  As per the membership agreement that the customer acknowledged, we attempted to charge the credit card on file for the monthly membership.  All of these details, including trial length, trial price, the monthly membership fee, and cancellation process, are clearly stated on the signup page, on our Terms and Conditions page, and in the Welcome Email that is sent out immediately upon sign up.  

  
  In order to create an account, each member must enter his/her first and last name, phone number, email address, credit card number, the three-digit security CVV number on the back of the card, and their billing zip code.  The CVV number and billing zip code provided during the registration were an exact match with what is on file with the cardholder’s issuing bank.  The email address and phone number used to register the account also match the information provided in the BBB.  The customer also completed the verification process and viewed their credit report, so they would have had to answer personal questions from public records that only they would have known.  We have no access to the customer’s personal or financial information.

  
  Again, the customer did not contact CreditReview.co to cancel their membership. We suspect the customer signed up for a credit report with a different company and that is the account they canceled. We record all calls for quality assurance purposes and document all contacts.  In addition, we provide customers with a cancellation number and send an email confirming the cancellation immediately.  

  
  On 07/11/25, the customer’s account was canceled and no charges were collected.   Please let us know if you require further information.

• Initial Complaint

  Date:06/16/2025

  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.

  They charged my card and I didn't know they were going to charge me. I don't even remember using their service.

  Business Response

  Date: 06/21/2025

  Our findings indicate that on June 6, 2025, the customer successfully enrolled in a 7-day $1.00 trial membership. All of these details, including trial length, trial price, the membership fee, and cancellation process, are clearly stated on the signup page, on our Terms and Conditions page, and in the Welcome Email that is sent out immediately upon sign up.  The bank verified the address, credit card number and cvv were all correct to process the transaction.  In addition, our records show that the IP address used to register the account is consistent with the customer's address.

  Although these charges are valid, we have provided a one-time courtesy refund.
  
  

  
  

• Initial Complaint

  Date:06/04/2025

  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.

  Came into contact with this site via a payday loan website, paid the 1.00 fee which it said was refundable. Was denied for loan anyways. Come to find on June 3rd that $39.94 was taken from my account. There was no mention on said site that I read of a monthly charge or that this was a trial/monthly subscription. I’d be embarrassed if this was in the fine print and I didn’t see it. I feel cheated.

  Business Response

  Date: 06/07/2025

  Thank you for the opportunity to address the complaint raised by our customer.  The customer enrolled in a 7-day $1 trial offer on March 15, 2025.  As per our terms and agreement, he was charged a monthly fee of $39.94 after the trial expired.  We require each member to check a box stating that he/she has read and agreed to the terms of use and pricing information before registering the account.  We require all members to provide their full name, home address, and complete credit card information, including the CVV (the three-digit number located on the back of the card). The bank authorized the payments since the information provided matched the records on file.  After registering the account, we sent a Welcome Letter, which includes information regarding the trial offer, immediately to the email address provided.  
  

  The customer never contacted us to cancel the account.  We have canceled the account.  Although the charges are valid, we have provided the customer with a one-time courtesy credit of $39.94
  Please let us know if you require any further information.
  
  
  

  
  

• Initial Complaint

  Date:05/27/2025

  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.

  I have tried to cancel my subscription many times via email and phone.The payment is continuously being taking from my card. I try to login to the website and it telling me account don’t exist. The payments are also not consistent! It might come out weekly for a bit then every two weeks.

  Business Response

  Date: 05/29/2025

  Our findings show that on 12/10/2024, the customer successfully enrolled in a 7-day $1.00 trial membership to CreditReview.co.  The customer did not contact us during the trial period to cancel the membership or after the membership commenced.  As per the membership agreement that the customer acknowledged, we charged the credit card on file for the weekly membership after the trial ended.  All of these details, including trial length, trial price, the weekly membership fee, and cancellation process, are clearly stated on the signup page, on our Terms and Conditions page, and in the Welcome Email that is sent out immediately upon sign up.  

  
  In the complaint the customer stated that they tried to cancel their subscription multiple times and that the payments were not consistent.  The discrepancy between the billing periods is due to attempted charges being declined due to insufficient funds and subsequent billings settling.

  
   We offer our customers multiple options to cancel their membership. Customers may contact our customer service center during business hours, email us anytime or online using our “Contact Us” page, to cancel their service.  Our customer service center contact number and email can be found on our website.  In addition, our contact number is located next to the transaction on their monthly credit card statement.  Again, we have no record of the customer contacting  us during the trial period or after the membership commenced.  We record all calls for quality assurance purposes and document all contacts.  We provide customers with a cancellation number and send an email confirming the cancellation immediately.  

  
  On 05/27/2025, the customer’s account was canceled and as a one-time courtesy, we have provided the customer with a refund.  Please let us know if you require further information.

  
  

• Initial Complaint

  Date:05/19/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 accepted and ad that advertised free credit score review on May 17, 2025. I clicked on the link, I was prompted to pay $1.00; accepting a 7 day trial and then be billed $9.94 monthly if do not cancel before the end of the 7 day trial.
  
  I reviewed my bank account. It shows that Credit Review not only charged the initial $1.00 fee; they charged $1.00 2 more times along with the $9.94 monthly. This is the second day of the 7 day trial. I should not have been charged the $1.00 3 separate times. I most definitely should not have been charged the$9.94 monthly fee already and it's only day 2 of the 7 day trial.
  
  I am requesting $11.94, which is further 2 additional times the $1.00 was charged to my bank card. I am also requesting that Credit Review cancel my subscription and not contact me anymore via advertisement or any correspondence.
  
  It does show any transaction number on my bank account. It just shows the name of the company, city and state: CreditReview Co, Goleta, CA
  
  
  Thank you.

  Business Response

  Date: 05/20/2025

  Our findings show that on 05/17/2025, the customer successfully enrolled in a 7-day $1.00 trial membership to CreditReview.co and opted for Additional Identity Protection for $1.00. All of these details, including trial length, trial price, the weekly membership fee, and cancellation process, are clearly stated on the signup page, on our Terms and Conditions page, and in the Welcome Email that is sent out immediately upon sign up. In addition, the pre-authorization is clearly stated on our Terms and Conditions page.

  
  In the complaint, the customer stated that he/she signed up for a trial offer, with the knowledge his/her card would be charged $1.00. The customer also mentioned that in addition to the $1.00 trial fees, he/she was charged an additional $1.00 and the weekly membership fee of $9.94.

  
  The customer was charged a $1.00 trial fee for the Single Credit Protection Plan and a $1.00 fee for the Additional Identity Protection Plan, however, we did not charge the customer a weekly membership fee of $9.94 or an additional $1.00 fee.  The pending charges of $9.94  and $1.00 were pre-authorizations.  The pre-authorization confirms if the credit card has access to the funds necessary for the weekly subscription fee and the additional identity protection plan.  The pending authorizations will not be posted to the account and will be removed by the bank when canceled, usually within 24-48 hours.

  
  On 5/18/25, the customer’s account was canceled, refunds issued and the pre-authorization of $9.94 canceled. The customer has also been added to the Do Not Call list per their request.  Note: The pre-authorization is not a charge and, therefore, can not be refunded.  The pre-authorization will be automatically removed by the bank and will never be debited to the account.

  
  Since the account has been canceled and the $1.00 trial fees refunded, the matter has been closed.  We apologize for any inconvenience.  Please let us know if we can be of further assistance.  

  Customer Answer

  Date: 05/21/2025

  
  
  
  
  I am rejecting this response because:

  Of the 3 different times the $1.00 was charged, $1.00 was refunded. The $9.94 for the monthly fee, that was only to be charged after the 7-day trial was refunded. 

  I provided pictures showing the charges. A cost can't be refunded if it was not originally charged. Although it only showed a fee $1,00 to be charged in the ad, I will accept the 2nd $1.00 fee charge for the so called protection, that was not mentioned in the ad and I did not choose it.

  Nevertheless, thank you for my refund and placing me on the do not call list.

  
  
  
  
  Regards,
  
  
  
  L******* ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 05/21/2025

  We apologize for the inconvenience and any misunderstanding regarding the fees charged.  Of the 3 - $1.00 charges, 1 was for the 7-day Trial and 1 for the added protection, both these charges were refunded.  The 3rd, $1.00 charge was a pre-authorization on the added protection plan and was removed when the account was canceled, as was the $9.94 pre-authorization for the weekly membership.

  Customer Answer

  Date: 05/22/2025

  
  
  
  
  I am rejecting this response because, it is not accurate in regards to transactions that took place. However, the refund was given so I am pleased. Therefore,  you can close the case. Thank you.

   

  
  
  
  
  Regards,
  
  
  
  L******* ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:03/10/2025

  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.

  I was directed to this website by an individual tied to an ad from Craigslist on a room to rent, which might have been a scam artist. I was informed that there was a 7 day trial for $1 (which I canceled a day or so later, which I was double or triple charged there) and then a monthly charge of $39.94.
  
  To my knowledge, I didn't get the refund back from the trial and I was also charged the $39.94 despite the cancelation of the membership before the 7 day trial ended. During my phone call with the company, I was informed over the phone that I have to fill out a form and also call them when it's sent in order to get the refund for the services I don't use. They need to stop collecting money from those who canceled their membership as I feel that they are scamming people of their money, and I feel that their practices are fraudulent.
  
  My request is for not only an apology from them, but also about refund and to stop collecting monthly fees from those who no longer use their services.

  Business Response

  Date: 03/14/2025

  Our findings show that on 03/02/2025, the customer successfully enrolled in a 7-day $1.00 trial membership to CreditReview.co.  The customer did not contact us during the trial period to cancel the membership or after the membership commenced.  As per the membership agreement that the customer acknowledged, we charged the credit card on file for the monthly membership exactly 7 days after the trial started.  All of these details, including trial length, trial price, the monthly membership fee, and cancellation process, are clearly stated on the signup page, on our Terms and Conditions page, and in the Welcome Email that is sent out immediately upon sign up.  The date of the initial billing is also provided in the Welcome Email.

  
  We offer our customers multiple options to cancel their accounts, they may contact our customer service center during business hours, email us anytime or online using our “Contact Us” page, to cancel their service.  Our customer service center contact number and email can be found on our website.  In addition, our contact number is located next to the transaction on his/her monthly credit card statement.  Again, we have no record of the customer contacting us during the trial either by phone or email. We record all calls for quality assurance purposes and document all contacts.  We provide customers with a cancellation number and send an email confirming the cancellation immediately.  

  
  On 03/09/2025, the customer called our customer contact center and spoke with a customer representative to cancel their membership and requested a refund. The customer representative canceled the customer’s membership and explained the refund policy regarding a short refund application, since the charge was valid. The agent sent the customer a cancellation confirmation and refund process emails.  

  
  Although we have no doubt as to the validity of the charges, we apologize for any inconvenience or misunderstanding to the customer. On 3/10/2025, as a one-time courtesy, we provided the customer with a refund.  Please let us know if you require further information.

• Initial Complaint

  Date:02/10/2025

  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.

  I had a membership that I have canceled multiple times but they keep charging my account $39.94. I have tried contacting them several times using all of their forms of communication that they provide on their website. The phone number they give to call says it is not a working number. I have received no response to my email and they even give you a number to text for help and still no response. I would like my money reimbursed because I don’t want there services nor do I need them.

  Business Response

  Date: 02/12/2025

  Our findings show that on 01/11/2025, the customer successfully enrolled in a 7-day $1.00 trial membership to CreditReview.co.  

  
  In the complaint the customer states that they tried to contact us multiple times via the 800 number and that they attempted to utilize the multiple cancellation options with no success.

  
  We have tested the customer service 800 number and have found it to be in good working order. We have no record of the customer attempting to contact us during the trial period to cancel the membership or after the membership commenced either by phone or email.  We record all calls for quality assurance purposes and document all contacts.  We provide customers with a cancellation number and send an email confirming the cancellation immediately.

  
  Upon receipt of the BBB on 02/10/2025, the customer’s membership was canceled as requested and as a one-time courtesy a refund was issued. Please let us know if you require further information.

• Initial Complaint

  Date:12/16/2024

  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.

  I fell for their 1.00 7 day free trial scam and canceled minutes later when I found out that they were going to charge you 39.95 after 7 days. I called because when I tried to cancel online they suckered you into a longer more expensive term and you had no choice but to click the only button there. When I called I told the guy I wanted to cancel and I wanted my 1.00 refunded... he said it was canceled and there would be no more charges. No I have been charged 39.95 AND..... there is no way of getting my money.... I want a refund and I want something done with this company.

  Business Response

  Date: 12/20/2024

  Our findings show that on 12/06/2024, the customer successfully enrolled in a 7-day $1.00 trial membership to CreditReview.co.  The customer did not contact us during the trial period to cancel the membership either by phone or email.  As per the membership agreement that the customer acknowledged, we charged the credit card on file for the monthly membership.  All of these details, including trial length, trial price, the monthly membership fee, and cancellation process, are clearly stated on the signup page, on our Terms and Conditions page, and in the Welcome Email that is sent out immediately upon sign up.

  
  In the complaint the customer stated, when she called she told the guy she wanted to cancel and  wanted the 1.00 refunded,  he said it was canceled and there would be no more charges.

  
  Again, we have no record of the customer contacting us either by phone or email. We record all calls for quality assurance purposes and document all contacts.  We provide customers with a cancellation number and send an email confirming the cancellation immediately.

  
  On 12/16/2024, the customer’s account was canceled and as a one-time courtesy a refund was issued. Please let us know if you require further information.

  Customer Answer

  Date: 12/24/2024

  
  
  
  Complaint: 22688707
  
  
  
  I am rejecting this response because: i have been charged a fee on my credit card in the amount of 39.97 from Credit Review. I DID TALK with a gentleman at that facility and he rudly told me they will not refund and that my account would be canceled. If my account was cancelled.... how is it i still have this charge on my credit card. I want the 39.97 refunded. If you have record of what you call a trial membership (for this was not advertised as a trial membership to anything...) then refund my money of 39.97.... then cancel the membership that is not a membership but a scam for banking information.  
  
  
  
  Regards,
  
  
  
  S****** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 12/27/2024

  We apologize for any inconvenience to the customer that the account was not canceled as they stated.  Unfortunately, we are not able to find any record of a call with our customer support center, but per the customer’s request, the account was canceled and a refund was issued for the $39.94 on 12/16/2024.

• Initial Complaint

  Date:12/16/2024

  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.

  I was offered a loan online, but was required to check my credit. Credit review uploaded on the screen and clearly stated that it was a free credit report. I started to fill out the information required, which included my debit card that they said would not be charged. I never received a credit report and when I found out that it was for a credit review service and not for a free credit report they had charged my card one dollar and then $7.94 for their services I called the company and stated the previous and they refuse to give a refund because they said it was against company policy. even though I got a text from my bank asking was this a fraudulent charge I replied yes but my bank mistakenly let the charge go through anyway now I am having to dispute the charges with my bank, which could take up to 90 days and still not get my money back I See these immoral practices all over the Internet, but the problem is you don’t know until they’ve got your information and have charged you

  Business Response

  Date: 12/20/2024

  Our findings show that on 12/06/2024,  the customer successfully enrolled in a 7-day $1.00 trial membership to CreditReview.co for a Single Credit Protection Plan and opted for an Additional Identity Protection Plan.  The customer did not contact us during the trial period to cancel the membership.  As per the membership agreement that the customer acknowledged, we charged the credit card on file for the weekly membership.  All of these details, including trial length, trial price, the weekly membership fee, and cancellation process, are clearly stated on the signup page, on our Terms and Conditions page, and in the Welcome Email that is sent out immediately upon sign up.  

  
  In the complaint the customer stated, I was offered a loan online, but was required to check my credit. Credit review uploaded on the screen and clearly stated that it was a free credit report. I started to fill out the information required, which included my debit card that they said would not be charged. 

  
  Our affiliate partners offer our services to their customers, but the pop up advertisement clearly states sign-up is optional and that there is a $1.00 fee for the trial. 

  
  In order to create an account, each member must enter his/her first and last name, phone number, email address, credit card number, the three-digit security CVV number on the back of the card, and their billing zip code.  The CVV number and billing zip code provided during the registration were an exact match with what is on file with the cardholder’s issuing bank.  The email address and telephone number used to register the account also match the information provided in the BBB.  We have no access to the customer’s personal or financial information.  The customer did not complete the verification process, therefore was unable to access their credit score or credit reports.

  
  We provide our customers with multiple options to cancel their accounts, they may contact our customer service center during business hours, email us anytime or online using our “Contact Us” page.  Our customer service center contact number and email can be found on our website.  In addition, our contact number is located next to the transaction on their monthly credit card statement.  Again, the customer did not contact us during the trial period. We record all calls for quality assurance purposes and document all contacts.  We provide customers with a cancellation number and send an email confirming the cancellation immediately.  

  
  On 12/13/2024, the customer called our customer service center and requested cancellation and a refund. The agent attempted to explain the sign-up process and the refund policy, but the customer insisted they did not sign-up.  The agent canceled the account per the customer’s request. On 12/16/2024,  as a one-time courtesy, we have provided the customer with a refund.