Complaints

This profile includes complaints for YourScoreAndMore.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

YourScoreAndMore.com has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  YourScoreAndMore.com

  310 N Westlake Blvd Ste 200 Thousand Oaks, CA 91362-7000

  
• 

  YourScoreAndMore.com

  5951 Encina Rd Ste 208 Goleta, CA 93117-6252

  

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:03/17/2025

  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 was charged an amount of 34.95 twice for a subscription I did not order and also have not received any benefits from. I informed the business that this had been a mistake and they asked if I had signed up with different information. (Fraud)? I was informed that I should contact the place of business and my account holders for the bank statement/ with correct info. I sent them my statement and asked for their prompt reply which I never received back.

  

  Business Response

  Date: 03/18/2025

  In response to the complaint filed on 03/16/2025, we are not able to locate an account for this customer using the name, phone number and email address provided in the BBB complaint.  We have no record of the customer speaking to a representative for Yourscoreandmore.com, as we record all calls for quality assurance purposes and document all contacts.  In addition, Yourscoreandmore.com does not have a membership fee of $34.95.

  
  We believe the customer’s account is with another company, but if there is a possibility that the account was created in a different name, phone number or email address, would the customer please provide any additional information they may have that would assist us in locating an account.
  

  Please let us know if you require further information.

  
  

  Customer Answer

  Date: 03/20/2025

  
  
  Complaint: 23073305
  
  I am rejecting this response because:
  I have proof that this business withdrew money from my account 

  
  Regards,
  
  A***** *********
  I have a statement showing the withdrawal from my account 

  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 03/24/2025

  On 03/24/2025, our representative spoke with the customer and was able to locate an account that had been set up by a friend with his/her name and email address using the customer’s credit card without her knowledge.  The account has been canceled and all charges refunded. 

  
  The customer acknowledged it was a misunderstanding and was satisfied with the resolution.

  Customer Answer

  Date: 03/24/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23073305, and find that this resolution is satisfactory to me.

  I would like to give my appreciation to Ethan. Who had took his time more than once to get to the bottom of the complaint. And he had resolved the matter. Also refunded the transaction just out of courtesy. Come to finding it was another source who had made the mistake. Thank you for everyone's time and effort .
  
  Regards,
  
  A***** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:03/03/2025

  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 by a company called “Your Score and More”. First, I’ve never heard of this company in my life. I did not sign up for whatever service they are. They charged my card without authorization. I have not idea how they got my information. I’ve reported to my banking institution. I tried to report this directly to the company, and make sure anything that needed to be cancelled was. They proceeded to tell me I had to pay them a fee of $19.95 to cancel something I didn’t sign up for because they were using their valuable time to help me out. I’m sorry but are they serious?! This is not fraud, but also predatory behavior. Please take care of this. P. S There were 2 transactions dated: 2/6/25 - 9:23 " 5G+ C4) Venmo debit purchase details NAT*YOURSCOREANDMORE - $1.00 Status Complete Payment method V Venmo balance Transaction details February 06, 2025, 7:52 AM - & Private THOUSAND OAKS, CA Type of transaction Purchase Transaction ID 4****************** 3/1/25 for $29.94.- YOURSCOREANDMORE • $29.94 -Transaction ID: 4*********839855186 Saturday, March 1 at 01:54AM PST

  

  Business Response

  Date: 03/05/2025

  In response to the complaint, our findings show that on 02/05/2025, the customer successfully enrolled in a 7-day $1.00 trial membership to Yourscoreandmore.com.  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 attempted to charge the credit card on file for the monthly membership.  The card was declined for insufficient funds.

  
  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 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.

  
  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 her 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.  

  
  In the customer’s complaint, the customer stated they tried to report this directly to the company, and make sure anything that needed to be cancelled was. They proceeded to tell her she had to pay them a fee of $19.95 to cancel.  The customer did not speak to one of our agents, as Yourscoreandmore.com provides all cancellations at no charge.  At the end of the trial period the customer is billed for the monthly subscription if they did not cancel during the trial and standard retry billing occurs. No other charges were collected.

  
  In summary upon receipt of the BBB complaint on 03/03/2025,  the customer’s account was canceled and as a one-time courtesy a refund was issued for the trial fee.  No further action is needed at this time.

• Initial Complaint

  Date:02/10/2025

  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 saw a charge I did not recognize January 24th $ 7.94 on my January monthly bank statement from Yourscoreandmore.com . After reviewing my statement I found a $1.00 charge from Yourscoreand more on January. Then I checked February 3rd and February 10th for $7.94 each for a total of $24.82. I spoke to a YourScoreandmore customer representative that informed me after I stated I did not autorize any payments or services from them and I have not even heard of this company. The rep informs me of a ni refund policy right off the bat and informs me that the 1 weeks trial membership started on January 15th and was started from my wife's phone number 618 522-3169 which has been changed in January. The rep asked if she had applied for any online loans and that could help potentially triggered a membership. We have applied for a loan through our Credit union for our wedding, which was January 17th, 2025. I find it very suspicious that a supposed credit monitoring company would have bi-weekly payments that I never authorized nor need (I have Credit Wise through Capitol One), have no refund policy, and does not state in the invoice through my bank that it is a recurring charge, that it is not from my phone number.

  Customer Answer

  Date: 02/13/2025

  I received s full refund!

• Initial Complaint

  Date:02/07/2025

  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.

  On 2/6/2025 I signed up for a free trial, with the knowledge my card would be charged a refundable $1 charge. My card was charged $1 but was additionally charged the $9.94 subscription cost on the same day I signed up for the free trial. The website states that a dollar will be charged and refunded and that if the user does nothing to change the subscription, they will be charged 7 days later. However, I was charged both the refundable $1 AND the full $9.94 on the same day while setting up the free trial. I feel scammed by this website/company and have seen similar dubious charges happening to other customers.

  

  Business Response

  Date: 02/13/2025

  Our findings show that on 02/06/2025, the customer successfully enrolled in a 7-day $1.00 trial membership to Yourscoreandmore.com. 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 he/she signed up for a trial offer, with the knowledge his/her card would be charged a refundable $1.00. The customer also mentioned that in addition to the $1.00 trial fee, he/she was charged the weekly membership fee of $9.94.

  
  The customer was charged a $1.00 trial fee, however, we did not charge the customer a weekly membership fee of $9.94.  The pending charge of $9.94 was a preauthorization.  The preauthorization confirms if the credit card has access to the funds necessary for the weekly subscription fee.  The pending authorization will not be posted to the account and will be removed by the bank.

  
  On the same day of enrollment, the customer emailed us a request to cancel the account.  Our representative canceled the account and sent a cancellation confirmation.  The next day, the customer sent a request for a refund of the $1.00 trial fee and the weekly membership fee.  Our representative refunded the $1.00 trial membership fee. Note: The preauthorization is not a charge and, therefore, can not be refunded.  The preauthorization will be automatically removed by the bank and will never be debited to the account.

  
  Since the account has been canceled and the $1 trial fee refunded, the matter has been closed.  We apologize for any inconvenience.  Please let us know if we can be of further assistance. 

• Initial Complaint

  Date:02/03/2025

  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 applied for a loan online and received a call from a man saying he was with a loan company affiliated with your score and more and would be able to complete a payday loan for me. He emailed me the link to your score and more’s website and told me I needed to input my cc information and then snapshot a pic confirming I had done this and email him the pic. I stupidly did as he asked the first time around. (Sidenote: he must be with this company as all but the last 4 of my cc was X’ed out, and yet he still was able to see my full cc information because I’m still dealing with unauthorized charges attempting to be taken out of my account) When he asked me to do it again with another cc I started realizing this company was scamming me and I stopped and told the man I would not be continuing as I was uncomfortable with what he was wanting me to do and I hung up the phone. This man from your score and more proceeded to call me back approximately 5-10 minutes later and when I answered he said verbatim “I never should have wasted my time on you, bi***” since then I have been charged by this company over and over always in the middle of the night and always for an amount of 7.94 and 2.95 and four $1.00 charges on 12/19/24. I want my money back and I want them to stop charging me and I would appreciate it if they spoke with their employees regarding how to speak to people. His name was supposedly K**** and I still have the emails from him if needed.

  

  Business Response

  Date: 02/04/2025

  Thank you for alerting us to Ms. L****’s concerns and giving us the opportunity to investigate.

  
  As we researched this customer's information we found that on 12/19/2024, the customer successfully enrolled in a 7-day $1.00 trial membership to Yourscoreandmore.com for a Single Credit Protection plan and opted for the Additional Identity Protection plan for another $1.00.  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 attempted to charge the credit card on file for the weekly membership.  The card was declined and no charges were collected. 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.  

  
  We deeply apologize to the customer for the poor business practices of this suspected loan company that is not affiliated or a part of Yourscoreandmore.com. In addition, we do not have an agent of that name in our employ and the type of business practice described is not a process we would endorse or condone in any way. 

  
  We would like to request the customer provide the emails she received from the loan company to aid our investigation into this incident further.

  
  Upon receipt of this complaint on 02/03/2025,  the customer’s account was canceled and refunds issued for the two $1.00 charges. Please let us know if we can be of further assistance.
  

• Initial Complaint

  Date:12/13/2024

  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 have cancelled multiple times with this company. I even got Rocket money to keep track of all subscriptions in my name so that I could cancel any that I no longer wanted. I cancelled through them. Yet they continue to hit my bank account. I have sent emails plus contacted them. I work hard for my money and do not appreciate having someone take what is rightly mine just because. On top of every time they hit my account it locks my account up because I have already denied them through my bank. I do not have time to take off and go to the bank to get a new account and card.

  

  Business Response

  Date: 12/18/2024

  Our findings show that on 09/25/2024, the customer successfully enrolled in a 7-day $1.00 trial membership to Yourscoreandmore.com.  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.  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.  

  
  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 her monthly credit card statement.  Again, the customer did not contact 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 12/13/2024, the customer emailed claiming he had canceled multiple times.  We have no record of any calls or emails from the customer prior to 12/13/2024.  We have no reason to doubt the validity of the charges On 12/13/2024, the account was canceled and as a one-time courtesy, we have issued a refund for 4 charges.  Please let us know if you require further information.

  Customer Answer

  Date: 12/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22681856, and find that this resolution is satisfactory to me.
  
  Regards,
  
  D***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/09/2024

  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 cancelled my subscription months ago!!! They took money out of my account! I would like that refunded!!!

  

  Business Response

  Date: 12/11/2024

  Our findings show that on 08/27/2024, the customer successfully enrolled in a 7-day $1.00 trial membership to Yourscoreandmore.com.  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.  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.  

  
  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.  

  
  Although we have no reason to doubt the validity of the charge,  on 12/09/2024 as a one-time courtesy, we have provided the customer with a refund and canceled the account. Please let us know if you require further information.

• Initial Complaint

  Date:11/01/2024

  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 never knowingly signed up for this service. I have noticed this is about to hit my account several times and the continue to hit me weekly for 9.99. I'm getting really sick and tired of it.

  

  Business Response

  Date: 11/05/2024

  In response to the complaint, our findings show that on 09/16/2024, the customer successfully enrolled in a 7-day $1.00 trial membership to Yourscoreandmore.com for a Single Credit Protection Plan and Additional Identity Protection.  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 attempted to charge the credit card on file for the weekly membership.  No charges were collected.  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 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 used to register the account matches the information provided in the BBB.  The customer also accessed their credit score and viewed other features, 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.

  
  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 her monthly credit card statement.  Again, the customer did not contact us during the trial period or after the regular 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 11/4/2024, upon receipt of this complaint, the customer’s account was immediately canceled.   Please let us know if you require further information.

  Customer Answer

  Date: 11/13/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22500408, and find that this resolution is satisfactory to me.

  This complaint has been completely resolved. Thankfully once they found out you guys were involved they gave in
  
  Regards,
  
  K*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:10/21/2024

  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 received a call from a loan company indicating that I was approved for a loan. They required that I go through these people to obtain my credit score. The website said I already had an account and I did not complete the process. The loan company proceeded to give me 5 more sites in which it said I was already registered. Two of the credit companies have taken out of my account and when I went to cancel they gave me a really hard time. I believe these people are scam professionals and I would appreciate my money back. I never used any of their services and I never received the $1.00 credit report

  

  Business Response

  Date: 10/23/2024

  Our findings show that on 10/08/2024, the customer successfully enrolled in a 7-day $1.00 trial membership to Yourscoreandmore.com and opted for the Additional Identity Protection for an additional $1.00 fee.  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.  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, “I received a call from a loan company indicating that I was approved for a loan. They required that I go through these people to obtain my credit score. The website said I already had an account and I did not complete the process.”

  
  We are not associated with a loan company that requires customers to obtain their credit score through our site. Our records indicate that the customer completed the personal verification process when she enrolled on 10/08/24. 

  
  On 10/18/24,  the customer called to cancel and request a refund.  Our agent explained the benefits of the service and offered the customer a 50% discount off the subscription fee and a $25 Shopping Reward coupon.  The customer agreed to the discounted fee and shopping rewards. On 10/20/24, when the customer called again the agent canceled the membership per the customer’s request.

  
  On 10/21/24, as a one-time courtesy a refund was issued.  Please let us know if you require further information.

• Initial Complaint

  Date:09/24/2024

  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.

  Took a $1 trial, went to cancel after they charged me the full price and they would not cancel. They kept going around in circles trying to get me to keep the service at a discounted price. I told them 3 times I did not want the discounted price, I just wanted to cancel and they refused stating they would just be sending a coupon in my email and charging discounted price.

  

  Business Response

  Date: 09/28/2024

  In response to the complaint, our findings show that on 9/8/2024 the customer successfully enrolled in a 7-day $1.00 trial membership to YourScoreandMore.com - the ultimate resource for obtaining your credit score and protecting your online identity. The customer did not contact us during the trial period to cancel the membership. As per the acknowledged membership agreement, the customer was charged the weekly subscription fee. All of these details, including trial length, trial price, and the monthly membership fee can be found on the sign-up page, our Terms and Conditions page, and the Welcome Email that is sent out immediately upon sign-up.

  
  Customers may cancel their accounts by contacting our customer service center daily during hours of operation or by emailing us anytime.  Our contact information can be found on our website, in Welcome Email, and adjacent to the charge on the bank statement.
  On  9/24/2024, the customer contacted us to cancel the account.  Our representative presented the retention offers. The customer declined and disconnected the call. Our representative canceled account.  There was no mention of any refund during the call.  

  
  Although the charges were valid, we have provided the customer with a one-time courtesy credit of $9.94.  Please let us know if there are any further questions.