ComplaintsforConstant Contact, Inc.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Subscription based service charged me for a full month of service on the last day of their billing cycle. Falsely told me I would have a 30 day money back guarantee, refused refund on day 30.

  

  Business response

  04/05/2024

  Hello,

  All monies paid to Constant Contact were refunded.

  Best,

  *********

  Customer response

  04/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  03/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  i signed up for their service by mistake and I called back to cancelled they wanted to charge me because it is a non-refundable transaction this is a scam they are supposed to have a back guarantee

  

  Business response

  03/12/2024

  Hello ******,

  I am confused by your complaint.  Your account was canceled and refunded when you called in.

  Best,

  *********

  Customer response

  03/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I WAS CONTACTED BY A CONSTANT REP, HE TOLDME TO TRY IT FOR A MONTH PROMISED ME THAT IF I DONT LIKE IT I WAS GOING TO GET MY MONEY BACK ASAP, I TRIED TO USE IT, I DID NOT LIKE IT AND REPLIED BACK TO THE ***** SENT BY THEM AND NO ANSWER, THEN I CALLED THEM AND THEY WANT PROOF THAT I WANTED TO CANCEL! FINALLY ONE **** AGREE TO REFUND ME BACK AND TOLD ME THAT IT WILL TAKE ABOUT 2 WEEKS TO GET MY MONEY, NOW I RECEIVE AN ***** STATING THAT I WONT GET MY MONEY BECAUSE I DID NOT CANCELED PROPERLY! WHAT A SHAME! THEY SET MY CARD TO AUTOMATICALY CHARGE EVERYBODY WITHOUT TELLING US! THEY EXPECT US TO READ ALL THE 20K LEGAL PAGES, BUT THEY DONT SUMMARIZE THEM OR ASK US IF THAT IS WHAT WE WANT! THAT IS NOT RIGHT!

  

  Business response

  03/04/2024

  Hello *****,

  The call into Constant Contact to cancel your service was made after the second month of billing had occurred - this account was opened in December.  We have issued a refund for the charge of $45 for the second month of service and you should see it on your credit card statement within 5 - 7 business days from today.

  Best,

  *********

• Initial Complaint

  02/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received charges on my credit card for supposed "services" from Constant Contact, who I do not have an account with and did not make purchase from. Since I do not have an account with them, I cannot "close" my account. I blocked my card and dealt with my bank, who alerted me to the suspicious activity but I want to alert the BBB that this company is apparently billing people for services without their permission.

  

  Business response

  03/04/2024

  Hello ******,
  

  It appears as though your credit card was comprised and someone has used your card within our business.  You stated you have contacted your bank so the charges should be reversed.  We don't randomly charge credit cards, someone had to place your number within their account.  If you did not get the charges reversed through your bank, you can call our billing department at ************.  They will require some information from you to locate the charge and provide a refund, assuming the charge did not get reversed.

   

  Best,

  *********

• Initial Complaint

  02/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  **************************** opened an account with Constant Contact in September, 2022. We paid $672 for the year in one lump sum. In August, 2023, monthly billing appears on our account, at $93 per month. We did not ask for this change nor were we notified of it. Since August 12, we have been billed $93 on the 12th of the month, 7 payments in all, totaling $651. If we were to continue paying this amount for the whole year, our total payments would be $1116! (Our mailing list size has gone down, not up, since we began using Constant Contact, so there is no justification to be paying this much.) Due to a change in personnel, we did not notice that billing had changed from yearly to monthly until recently. I have contacted Constant Contact twice to resolve this. The first time, on February 14, I waited on the phone on hold until someone answered. I explained that we never intended to be billed monthly, that we wanted to pay yearly. She said that the current yearly rate is now $781.20. I said OK, then please credit the $651 we have already paid and we can pay the remaining $130.21 in a lump sum and be done until September next year. She said she needed to check with a manager, and I waited on hold again. She returned and said the manager said we could pay the $781.20 to get into the yearly payment category, but that they would just hold on to the $651 we had already paid and credit this toward the future. I said I don't understand this and asked if I could speak directly with the manager. The person said that she would have to have the manager call me on my next available work day, which was Friday. No call was received. I used the Chat function on Monday to express my disappointment in not receiving a call as promised. The person on the Chat asked when would I like a Manager to call, and I suggested today at 1:30. No call was received. Their billing policies are not at all transparent, and hounding them to dispute a bill is very frustrating and time-consuming.

  

  Business response

  03/12/2024

  Hello ****,

  I have spoken with the billing management team.  They reached out to you on March 5th and did not get an answer.  They will be calling again today in hopes of discussing this with you.  I hope parties can come to a resolution.

  Best,

  *********

• Initial Complaint

  02/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company blocked our access to our account due to their security breach in 2016. We callled and cancelled our service based upon their failure to provide a secure information environment. They continued to bill and collect over $4000 in fees over the next seven years. Refuse to refund us for services not rendered on an account they blocked. They made no attempt to rectify.

  Customer response

  03/01/2024

  I have not heard from the business in response to my complaint.

  

  Business response

  03/04/2024

  Hello ****,

       After speaking with all the parties involved with your account, I have been told we are standing firm with the 3 month refund we have already provided.  I will not be able to overturn the decision made by the parties involved.

   

  Best,

  *********

• Initial Complaint

  02/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 2, 2024 I talked to a sales rep. ******* who talked me into a program for $168.00 for six months, this was to join Constant Contact programs. The next day I called them back to decline the offer because I was not going to use it. I was told by ***** to go online and cancel it or call the number she gave me to cancel it. I called three times and was told to hold for 30 minutes and each time I called I was told the same thing. Each time I called, I was on hold for 40 minutes and no one answered. I went online to cancel and I haven't heard from them to this day. And, my bank account shows that there is no refund available. I would like my refund. And, this is why I'm contacting you in order to receive my $168.00 I gave them.I feel that I was talked into this program and now I can't get anyone to refund my money.

  

  Business response

  03/04/2024

  Hello *******,

  I apologize for the experience you had trying to cancel your account and obtain a refund.  The cancelation is in place and a refund of $168 has been submitted to our Finance department.  You should see that on your account within 5 - 7 business days.

  Best Regards,

  *********

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Constant Contact was being paid to preserve our data and lost mostly all the data, including the hyperlinks and content, after an upgrade of some kind that we did not receive any notification about as the email address used was no longer valid. The only reason that payments were being made was to preserve the hyperlinks (to keep the live) and obviously preserve the content. These payments were going on for years until the data was ultimately lost by Constant Contact and not properly stored and/or moved to new links, etc. From about 11/26/13 Constant Contact did bill the card on file for the services, and the promise that the links and content would remain was breached. Now, all the data has been apparently lost. I opened the ticket ******** but no one ever contacted me, and there is no valid email address to reach the company which is pretty ironic since they are in the email delivery business. I need to know the total billing made from 11/26/13 to present as they were not able to provide it by phone nor did the supervisor ever call about the open ticket as promised. Previous attempts to contact the company have been extremely difficult with long hold times, etc. Also, they refuse to stop billing the card on file, citing that a card has to be present. A full refund from all fees billed from 11/26/13 by Constant Contact must be issued or a reinstatement of all data. The list of data is not okay.

  

  Business response

  02/26/2024

  Hello *******,

  Your account has been taken over by our legal team.  They will be handling this complaint, determine what steps will be taken and be back in touch.  At this point, it is not something I can address.

   

  Best,

  *********

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  No matter how often I remove my email from constant contact spam lists, I continue to receive spam from the company. I contacted ******************************* I have 3 inbound email addresses and 1 outbound address. The response from constant contact was "It is not possible for us to add the email address ************* and ************* to permanent Do not mail list "How is it not possible to remove my email address from their spam list? Constant contact outright refuses to stop sending me spam. How is this ******** marketing when I never signed up for spam and there is not way to "Opt Out". In reality this is "Your Opt Does Not Matter to Us" marketing.This needs to be fixed!

  

  Business response

  02/20/2024

  Hello ********,

  The email address attached to this complaint is on our Global Do Not Mail listing.  I am sorry you were told that was not possible to add you to that listing that keeps your email from never receiving anything from any of our customers.  If you would like to provide the other address' you want added to that list, please provide those and I will be happy to have them added.

  Best,

  *********

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I tried to cancel my online Constant Contact account on Sunday (2/4/2024), the day before my next auto pay (2/5/2024), but the only option was to call the business to cancel my account and they were closed. I called the next day first thing in the morning and after being on hold for almost an hour I was told that my auto pay went through and there was a no refund policy at Constant Contact. I asked to speak to a manager and they said someone would call me in 24 to 48 hours. It has been over 48 hours and no one has called me back about this issue. I should be able to cancel an online account at any time but was unable to do so on 2/4/2024 through no fault of my own. At the very least I should be able to *********** pay refunded which they are refusing to do. This is terrible

  

  Business response

  02/20/2024

  Hello *****,

  I spoke with our ****************** team and the payment you made for February is being refunded to your credit card.  You should see that hit your account within 5 - 7 business days and you will receive a confirmation of the refund at the email address we have on file within 24 hours.

  Best,

  *********

*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. ↩