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:06/08/2023

  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.

  On 4/23/23, I mistakenly placed an order with this company and immediately contacted them for a refund. The immediately responded to let me know they would cancel the order and issue a refund for the charge. I followed up with multiple emails over the following weeks and was met with multiple responses explaining why they had not processed my refund yet, until they finally stopped responding on 5/17/23. To date, I have still not received the refund I was promised.

  Business Response

  Date: 06/20/2023

  Hi there, 

  Thank you for bringing this matter to our attention. We would like to clarify that we have been in communication with the customer and have addressed her concerns accordingly.
  On June 12, we issued a refund of $47 to the customer, as requested. Furthermore, on June 17, we responded to her email, providing additional assistance and information.
  It is not accurate to claim that we have been ignoring the customer. We take customer satisfaction seriously and strive to provide prompt and attentive support.
  We are more than willing to provide evidence and proof of our communication with the customer, should it be necessary to further investigate this matter.
  Please feel free to reach out to us if you require any additional information or if there are any further steps we need to take to resolve this issue.
  Thank you for your attention to this matter.

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20163946
  
  I am rejecting this response because:

  They still owe me a refund for $37 and I have been emailing this company continuously since April 22, 2023 when I cancelled the services. I only received the $47 credit after my BBB complaint! That is 2 months to get only half the refund! I will not close this complaint until I get all my money back!! 
  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/07/2023

  Thank you for bringing your concerns to our attention via the BBB. We would like to address the issues raised in your complaint.
  Firstly, we would like to clarify that prior to your complaint to the BBB, we had already processed a refund for the program you did not utilize. However, we declined the additional refund request because our records indicate that you accessed the program using the ** address 65.189.247.176. This usage suggests that you have utilized the program's resources.
  Additionally, we must express our disappointment regarding the threatening behavior you exhibited during your refund request. While we value our customers and strive to provide excellent service, we do not tolerate condescending or threatening behavior towards our staff. We believe in maintaining a respectful and professional environment for all parties involved.
  We understand the popular phrase, "The customer is always right," but we also believe in fairness and mutual respect. It is important to consider the rights and responsibilities of both customers and businesses in any transaction.
  We remain committed to addressing your concerns and finding a resolution. If you have any further questions or require additional information, please do not hesitate to contact us directly. We hope to resolve this matter amicably.
  
  

  Customer Answer

  Date: 07/27/2023

  This complaint has not been resolved. I am still waiting on the credit they owe me! I did not use the program I requested a refund the very next day. I was told for 2 months that the gateway was down and i became very frustrated there I began clicking on things trying to find somewhere else to reach out to! What they are calling threats is a very frustrated consumer requesting a refund and being told for months that the company system is down. It starts to feel as though you are being ignored and pushed to the side because lo and behold the system was very quickly up and running when I entered my BBB complaint! So I will not consider this resolved until I get my $37.00 credit!

  Thank you!

  ************************************;

  Customer Answer

  Date: 07/27/2023

  This complaint has not been resolved. I am still waiting on the credit they owe me! I did not use the program I requested a refund the very next day. I was told for 2 months that the gateway was down and i became very frustrated there I began clicking on things trying to find somewhere else to reach out to! What they are calling threats is a very frustrated consumer requesting a refund and being told for months that the company system is down. It starts to feel as though you are being ignored and pushed to the side because lo and behold the system was very quickly up and running when I entered my BBB complaint! So I will not consider this resolved until I get my $37.00 credit!

  Thank you!

  ************************************;

  Customer Answer

  Date: 07/27/2023

  This complaint has not been resolved. I am still waiting on the credit they owe me! I did not use the program I requested a refund the very next day. I was told for 2 months that the gateway was down and i became very frustrated there I began clicking on things trying to find somewhere else to reach out to! What they are calling threats is a very frustrated consumer requesting a refund and being told for months that the company system is down. It starts to feel as though you are being ignored and pushed to the side because lo and behold the system was very quickly up and running when I entered my BBB complaint! So I will not consider this resolved until I get my $37.00 credit!

  Thank you!

  ************************************;