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:01/09/2023

  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.

  In January of 2022 I purchased a yearly membership to Agentcrate. I didn't use it as the material became irrelevant to my needs. A few days ago, January of 2023 I received a charge for $225. I immediately contacted Agentcrate via email as there was not a customer service number. I requested a cancelation of my membership. They agreed to cancel it but did not agree to refund the money. So they are charging me for a service I can't and won't use. It's theft. I never received a notice whatsoever of it renewing in 2023. I would like a full refund.

  Business Response

  Date: 01/23/2023

  The client became a member on January 08, 2021 and renewed again on January 8, 2022 and again Jan 8, 2023, she chose the annual plan to get the discounted rate. The user must agree to our terms of use in order to proceed to checkout and can be viewed here for your reference: ****************************************************

  Per our terms of use that the client agreed to prior to purchase, the subscription auto-renews unless the user cancels prior to the next renewal date; therefore to avoid a future renewal charge the client must cancel their subscription prior to the renewal date.  To cancel an auto-renewal is very simple, you simply visit your customer account portal and click on my account, subscriptions and cancel. The client had this available to her 24 hours a day, 7 days a week as a means to cancel her plan.  Further, we have customer service representatives available via email to our customers Monday- Friday between 9am-5pm EST.

  We researched our email records and the client emailed us only once on Jan. 8th, 2023 at 3:03 PM requesting to cancel and we complied immediately.
  We are sorry to see the client go but the client has access to the membership to her during this time for the services she signed up for and we have no way to alter her access.  

  We have canceled her account going forward per her written request and she will not be charged in the future.

  We sincerely hope that the client reads the terms of use when she checks out to help avoid future confusion with other companies. 
  

  We wish her the best!

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18711183
  
  I am rejecting this response because: they are still refusing to refund the subscription that I contacted them to cancel. I contacted them the day it was set to renew. They drafted it anyway. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/24/2023

  Despite our clear and transparent no-refund policy for digital services, the customer chose to wait until after the renewal was processed before canceling. Our 24/7 cancellation system was accessible in the customer's account portal but they decided not to utilize it. We stand by our policy and do not accept threats of contacting the Better Business Bureau as a way of pressuring us into giving a refund; this is unacceptable behavior regardless of circumstance, which unfortunately occurred through email from this customer.