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:05/21/2024

  Type:Customer Service 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 signed up for their service a couple of weeks ago and had a question about the services I could not find an answer to online, so I called the customer service number listed on the client portal. I called around 8:45am local time on 5/20 and was told someone would call me back. I called again at 6:45pm AZ time and was told they are an answering service and someone would call me back. Called again at 10:00am on 5/21 and was again told someone would call me back. Now I just want to cancel service.

  Business Response

  Date: 05/21/2024

  Consumer enrolled in services on 5/10/2024 at 1:21 pm CT. Consumer's credit reports were received at 3:34 pm CT. File was processed and letters to the credit bureaus and furnishers were mailed out on 11:15 pm CT. Consumer also received an email with an update and login to our online portal. Consumer called us on 5/20/24 at 10:49 am CT and again at 8:46 pm CT to request an update on his account. An update was sent to consumer via email on 5/21/2024 at 11:28 am CT. Consumer subsequently replied back to the email 2 hours later stating that he would like to cancel. The account was cancelled and a confirmation of cancellation email was sent via email. If the consumer would like a refund we are more than happy to cancel all of the disputes/investigations and oblige, please find the refund confirmation below; 
  
  Refund Confirmation 
  Transaction ************ has been successfully ACCEPTED by the system. 
  
  Below is a summary: 
   
  Refund ID: ************ 
  Refund Method: XXXX6939 
  Refund Amount: USD (49.99) 
  Customer Name: *************************;

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21741132
  
  I am rejecting this response because: I did not call for an update on my account and never stated that. I called with questions about the services I was paying for. The business would be aware if they answered and returned calls.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/22/2024

  Thank you for reaching out to us through the BBB Consumer Portal. Per your previous request, we processed the cancellation of your account and initiated a refund for the $49.99 charge.