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:03/27/2025

  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.

  Dear BBB,

  In response to *** ********** Minimizing statement I say this:

  
  

  No, it has not been since 2019 that I have been a customer of Matrix/Cosmic Patterns.

  It has been since 1995, that I have purchased and used many of their astrology programs.

  *** has always been difficult.The difference now is that I am multi-level disabled,and

  find her behaviour just too difficult.

  I made more than TWENTY trips [in March]to the GeekSquad in order for them to communicate

  with *** of Cosmic Patterns.They have successfully install these programs for me for
  

  many,many years.They at GS say that it is absolutely a SOFTWARE problem,and NOT

  a computer problem.They sent many emails from them and via my email asking for help,

  and giving specific error messages. I took screenshots of the error messages and emailed them

  to *** as well.The GeekSquad said that *** gave the worst Customer Service of any software

  company they have ever dealt with.

  That time she Remoted into my computer,she left the session early,saying the install was complete.

  However,it was NOT,and GS sent her the error messages.

  Look,I just want this software that I paid for to be successfully installed in my new MacBook Pro.

  I did not ask for a power struggle,yet that is what I got.

  So please do actually REPLY ALL to BBY[best buy/gs] emails.

  The BBB informed me I can make an EC3 complaint and that is the Federal as in FBI.

  This is the only time I have ever filed a BBB complaint.Understand it is because you make

  my life more difficult than it has to be.
  

  Thank-You,

  ****** *******

  mails explaining the Errors,but she will not help. This negatively impacts my life,as i rely on the software on a daily basis.It is upsetting that I and BestBuy/GeekSquad have let her know I am Disabled,and she is making this as difficult as you can.I am not asking for Special treatment,just for her toi actually do her job,and provide Tech support for the products that I have purchased over a 30 year period.She is Arrogant and Condescending,and BestBuy found her Tech skills lacking,and that the Software if very difficult to install.I want an apology and I want adequate tech support when I need it.She told BB/GS she was going to make me wait another 3 weeks to install it,when she was already logged in remotely to my computer.So BB/GS insisted she do it on Tuedsay March 25.She installed but was not successful.Now she refuses to help at all.She has me over a barrel and she knows it,and seems to enjoy making this difficult for me.The GeekSquad agents can confirm this.

  Business Response

  Date: 04/06/2025

  Hello BBB,

  ****** ******* has been a customer since 2019, and we have been providing her with free technical support since her purchase. However, her approach towards us, both via email and phone, has been demanding, rude, and disrespectful. While our technical support is offered at no cost, there are limits to it. We will not tolerate disrespectful behavior from any customer. Due to this behavior, we are only helping her with her technical support need only by email.

  Attached is the conversation with the customer. My response to her covers everything, so no further explanation is needed.

  This is my first and last response to this complaint.

  Sincerely,
  *** ********
  President

• Initial Complaint

  Date:04/24/2024

  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 am writing about extortion attempts from *** ******** from Cosmic Patterns Software. Since the 1990’s I’d been purchasing astrology software from Matrix Software and used it WITHOUT ISSUE. If I needed updates or technical support I’d just go to the “Registered Users Area” and get what I needed. Apparently after 2012 when I last had to reinstall and had NO PROBLEM, ** ******** purchase Matrix. So when I needed to reinstall the “system key” WAS BLOCKED and I was required to CONTACT COSMIC where they began telling me what computer I was now using and that I had to “pay them” to use software that I’d ALREADY PURCHASED. This was NOT A COMPATIBILTY ISSUE, IT WAS A BLOCKING. In the email that I’ve enclose I was simply using my Lucky Times software when I got the “error 9” where the support tells me to download “**************”. Upon clicking the link I discover the link broken, and after contacting the new owner she tells me that I’d have to pay an additional $75. That’s not going to happen AS IT’S EXTORTION for things that I’VE ALREADY PURCHASED THE RIGHTS TO LEGALLY USE. In my install notes you see where it tells me that the security measures are to protect me because I’ve “just paid good money to legitimately use this software” BUT YET MS GREEDY WANTS MORE! I want to be able to use the software OR she can give me my money back and keep the program block. SHE CAN’T GET MORE MONEY.
  
  Receipts for the programs Winning Times are the program that I am writing about. BUT I CAN INCLUDE ALL OF THE RECEIPTS AND SHE CAN BLOCK THEM ALL AND RETURN ALL OF MY MONEY SO THAT I MAY PURCHASE FROM A COMPANY THAT’S NOT PROBLEMATIC.
  
  In sum, she's blocking files that allow the program to run IN AN ATTEMPT TO EXTRACT MORE MONEY.

  Business Response

  Date: 04/24/2024

  Dear BBB Team,

  Thank you for informing me of this matter. I have been in contact with ********* **** for the past few days. Please find attached the latest email I sent in response to her message. This email contains complete details of our email correspondence.
  As you read this message, you will notice that ********* **** is still using an old program that she purchased 16 years ago. She originally purchased it from Matrix, which closed its doors in 2013. Cosmic Patterns took over its operation at that time. Most of their products had been discontinued and most of their customers' purchase records had been lost. With great compassion and respect, we strive to assist Matrix previous customers with their programs when we are able or when the product they purchased has not been discontinued. This does not seem to be understood by her. 
  *********** original message to us consisted of a one-liner, without a name or explanation:
  "On Sat, Apr 20, 2024 at 12:12?PM ***************** <*****************> wrote:
  The link to download this file is BROKEN.  Please fix or send me the file please.  For run-time error '9"
  We were able to locate her record after communicating with her. There are some products that she previously purchased from Matrix many years ago that do not appear in the record that we received from Matrix. In my response, you can see that I attempted to work with her. The one-liner message I received from her was misunderstood, however, I have clarified the message and replied to her.
  It is not possible for us to provide a free upgrade that she requested or a refund that she is requesting after 16 years of purchase. 
  I appreciate your assistance. Due to the absurdity of this complaint, I would appreciate it if you would post my response and close the case as soon as possible. In light of her complaint to the Better Business Bureau, we prefer to communicate with her via email rather than by telephone to ensure we have a written record of our correspondence.

  Sincerely,
  *** ********, President