ComplaintsforInternational Living

• Initial Complaint

  01/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have canceled my subscription on March 31st. 2023 and received an e-mail stating I will be issued a refund check in the amount of $351.36. After numerous calls I was told, the funds will be credited back to my credit card account and it will take about 7 to 10 business days. Since I did not receive the refund I called again and was assured, the funds will be credited back soon. After a couple of weeks there were still not showing up on my account. Since I had to travel to Europe for 6 months I was not able to follow up until my return in November 2023. After my return in November I called about 8 times and first was told, the funds have been refunded back to my account, but I still did not receive them. After another call I was told, the money has been transferred back to my credit card on Dec. 19th. 2023, but at the same call after the associate put me on hold I was told, I’ll receive a check but it will take 4-6 weeks. After another call taking to a supervisor and asking, why they could not return the funds back to my credit card he promised me to get back to me after 24 hours at latest, but I did not receive any call or e-mail up to today. I would like to finally get my money back soon

  Customer response

  01/09/2024

  I did receive a refund check yesterday, so please close the case.
  Thank you very much for your help.

  Kind regards

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

• Initial Complaint

  12/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 09/08/2023 I subscribed to receiving 2-years of International Living MAGAZINE. For 2-months I received nothing from them. I then logged into their website in November 2023, went to my dashboard and it said that I DID NOT HAVE a subscription (I have a 'print-screen' copy). I then asked for a refund and they refused. Additionally, nowhere on their subscription page of 09/08/2023 did they mention that they have stopped sending a PRINTED magazine. It is now digital. There are numerous complaints at various websites about this company. They are headquartered in Ireland and it is impossible to reach a living human being for customer service.

  Business response

  12/20/2023

  Hi ********
  
  Thank you for reaching out to us. I can see that you purchased our digital magazine subscription on 11th September this year.
  
  Here’s a link to the promotion you signed up for:
  ****************
  
  You can see it describes the subscription as an online only magazine in the attached – Image 1 and 2.
  
  I understand that you had thought you’d receive a physical copy, and had initiated a chargeback process with your bank – we have a note of this on 8th November.
  
  Please be informed that chargebacks typically undergo a comprehensive investigation, and the resolution period can extend up to 60 days. During this period, we must await the outcome of the bank's investigation and adhere to their decision.
  
  We understand that this process may cause inconvenience, and we appreciate your patience and understanding. Rest assured, we are committed to cooperating with you and the bank to address any concerns and ensure a fair resolution.
  
  If there are any additional details or concerns you would like to share, please feel free to let me know.
  
  Thank you for your patience,

  Éimear ********

  Customer Service Manager

  International Living

• Initial Complaint

  12/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I wanted to attend an upcoming conference and wanted more information on it. There is no email or online support only an "events" phone number. I have left 5 messages over the past week with no response. There is NO WAY I am going to give them my credit card to register. What if I ever had an issue, no one will pick up the phone or return a call. HORRIBLE CUSTOMER SERVICE!!!

  Business response

  12/22/2022

  Dear ****,
  
  Yes ******* our events personnel sent you a follow up email - AN email inquiry template regarding the ****** conference and was awaiting your response. when i contacted her with this she then rang you also.
  On our Contact Us age on the website www.internationallivign,com we have an Events section and you can email directly to your account with us from there.
  
  

  Customer response

  12/27/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is totally NOT true, I never received a follow up email from them AND they only finally left me a message on 12/23 at 4:23pm mountain time the day before the Christmas Holiday and the day AFTER you received their response. I wouldn't do business with these people if they paid me, totally dishonest.

  Customer response

  01/05/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I check my spam several times per day. As a matter of fact due to this incident I UNSUBSCRIBED to your emails about a week ago and STILL GET MULTIPLE EMAILS FROM YOUR COMPANY EVERY SINGLE DAY OF THE ******* Take me OFF YOUR LIST AND NEVER CONTACT ME AGAIN!

  Business response

  01/05/2023

  Dear ****,
  
  I can only follow what was told to me by my colleague, have you checked Spam or junk if we are not whitelisted in your email that's where the emails will go, ******* contacted you after she received the voicemails and again when i asked her to after receiving this review. Our ***************** team are based in EST time so they would be in their offices times different to myself.
  
  If there is anything i can help with you can email me directly.
  Kind regards
  *******************
  

  Business response

  01/09/2023

  Dear ***,
  
  You have an active International Living subscription so you would actively be receiving emails from us, I have made you inactive for these as requested by you. You can log into view your subscription as I have mentioned previously @ www.internationalliving.com
  
  Kind regards,
  *******************

• Initial Complaint

  12/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I subscribed to International Living magazine a few years ago. Since then, not only have they sent me monthly magazines (which I wanted), but they have continued to send me massive amounts of unwanted emails. The 'unsubscribe' section in their email footers does not actually link to anything. Going to the member area of my account does not stop the emails. Now I am receiving an email named 'Agora Uncensored' which I never subscribed to, but which is part of this whole International Living ring. All of their emails are 'no reply', so you can't actually respond to these ridiculous emails. Their customer service information is deliberately and willfully hard to find (there are plenty of reviews about this online). I have even sent them direct messages via their Facebook page to get them to stop emailing me. I can see that the messages have been seen/read, but yet I continue to receive the emails. I want International Living to STOP emailing me immediately. I would never order anything from them or read any of their information ever again due to the absolutely relentless amount of emails.

  Business response

  01/03/2023

  Business Response /* (1000, 5, 2022/12/20) */ Customer had all but 1 International living email list unsubscribed, when you click the un subscribe link on the emails it completes it for the customer. Customer also has there current International living automatic renewal switched off if they want to cancel and refund please let me know as they dont want contact. Consumer Response /* (3000, 7, 2022/12/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business is not being truthful - their unsubscribe link in the footer of their emails does not work (there is no active hyperlink). They have also recently subscribed me to yet another email campaign called "Travel and Opportunity". I want International Living to unsubscribe me from ALL of their emails and then never contact me again. If they can do that, then this issue will be settled. Business Response /* (4000, 9, 2022/12/22) */ The emails were unsubscribed when I went to them, directly from the customer clicking Unsubscribe, all but one, which I have unsubscribed since Tuesday. The Agora Uncensored is not International livings, but click the unsubscribe link on the email and it will make the email address inactive. Consumer Response /* (2000, 11, 2022/12/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  12/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I paid $249.99 plus tax ($274.52) on 12/3/22 for a comprehensive report about Portugal, with many additional bells and whistles. When I attempted to access the promised information, I was directed around and around the International Living website, but was never able to actually see any of the information I had supposedly bought. Mostly I was presented with more and more ads for other goods and services that IL offers.

  Business response

  12/26/2022

  Business Response /* (1000, 5, 2022/12/09) */ The order was made on 4th Decemebr refund was given when customer called on 6th Decemebr, we offered to allow her to log in and see it as she had 30 days before refund policy was over, customer declined.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a subscription to this magazine and want to cancel. I have spent 30 minutes on the web site trying to do so but the "your account" page just redirects to customer service, which redirects to FAQs that do not provide an answer about how to cancel. They provide only a physical address and phone number that is answered only 8-7 weekdays. It is unethical to make it very easy for International Living to take your money and hard to stop them from taking it.

  Business response

  11/08/2022

  Business Response /* (1000, 5, 2022/10/26) */ RE: We received a complaint # XXXXXXXX on your business External Inbox Helen **** <*****************************> Oct 25, 2022, 8:57 AM (23 hours ago) to me, Sean, BBB Dear Heather, Customer called us and cancelled on October 24th? Received a refund and her details of when the refund would be on her statement. Kind regards, Helen ****

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 30, I subscribed to International Living (IL). They offered a list of the most popular places for living in another country; information I wanted. Here is their guarantee: We guarantee we'll deliver insider intelligence about our latest finds all over the planet. . .. But if you decide International Living isn't for you after all-for any reason-simply let us know and we'll send you a refund on all your un-mailed issues. No questions. No fuss. With that assurance, I decided to order. I received a receipt for $97.37 billed to my credit card. The printout I got of the countries on further inspection, was compiled from the opinions of their contributors. Since that time, nothing has been of any value. What I get are repeated requests for subscribing to their VIP service, videos of Costa Rica (not a country I'm interested in) and unrelated emails offering information on irrelevant things like bitcoin. It appears this company is doing marketing for other companies. So, I attempted to get a refund. Their emails do not accept replies. I clicked on the cancellation link on both their email to me and on their website and got a list of questions. Interestingly, one question is: Is International Living a Scam? I think they put that question on their site so that if people are looking for that information, they'll be directed to IL's own website. On all the links for customer service there is no contact number or email address. After searching online I found a customer service phone 800#. I called it (and the number listed on the BBB website), and got the same recording "Unfortunately, we're closed at this time" - their hours are M-F 8am - 7pm EST. I called at 4:45 EST. I also had tried once earlier in the week at 6:40 pm EST. It does not appear they want to have contact. My Order Number: ***************

  Business response

  02/28/2022

  Business Response /* (1000, 5, 2022/02/17) */ I have responded directly to the customer as she never made any sort of contact with us by phone or email Dear *****, I received your BBB complaint, you can contact us using the Contact Us button on the homepage of our website - www.internationalliving.com here you can use the contact phone number, or email directly and in some instance, depending on what you wish to do you can self-service also. I received no voicemail or missed call, no email and no contact from you so I'm not sure what number you called - the contact number on the website are EST hours 9am - 7pm Monday to Friday. All details are on your confirmation and fulfillment emails. Have you logged into your members area to check out the free reports section and all the magazines archived back to 2002? Your first issue of the print magazine is due since around the 10th depending on where you are located sometimes it will deliver earlier, sometimes past that date. If you haven't received it please confirm the postal address so I can check this out for you. If you wish to cancel please let me know and I will refund you for the amount owed minus any sent magazine. Kind regards, Helen D.

• Initial Complaint

  02/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  3/31/2021 I renewed International Living Magazine (billed as Agora Ireland) annually for $49 ("Mag"). I've subscribed to Mag on 2 occasions with a break & bonuses are usually included with renewal (which I generally don't utilize), but this renewal included one bonus with 3 mo.s free ("Trial") which I overlooked reading below renewal select box that Trial would auto-renew quarterly, for which I'm at fault but didn't anticipate such circumstance based on past experience. Confirmation email for Mag did mention auto-renew but didn't indicate same for anything else or that Trial was quarterly. In Jan. 2022, after work retirement, a Dec. 2021 credit card charge of $107.17 prompted inquiry with Customer Service ("CS") if I was double-charged for Mag. Further review of credit card expenses found that June/Sept. had same amount charged (total $321. 51). I'm usually good keeping up with matters, but my workplace was moving physical office and prep. for that and expected retirement 1/1/2022 consumed my time and didn't notice that I was receiving something quarterly at a cost, which was explained to CS; they responded with refunding $74.24 for remainder of Trial. My main complaint is that in no other communication regarding Mag or Trial was it stated to be a costly product auto-renewed quarterly. Auto-renew was stated at website (under acct. info), but I didn't know this acct. info existed. The Mag generates lots of emails (counted 7 in 1 day recently) & never discerned I was receiving the Trial, just associated emails. In reviewing emails, 6/26/2021 an expiration notice was received that simply stated Trial would expire & I'd miss out in future if not renewed, & no mention of it being set to auto-renew. ThisTrial was (a) unusual to be included, (b) expiration notice was misleading, and (c) a costly product commitment requires more transparency, i.e. included in Mag renewal check box or specifically notified. I feel it's an unfair consumer practice.

  Business response

  05/05/2022

  Business Response /* (1000, 11, 2022/02/23) */ ***** **** made contact with us and we replied and refunded the correct terms due to the credit policy in place, it was no longer a trial when ***** made contact and had been running with a quarterly payment so refund was based on a pro rated refund policy set up. We furnished ***** with all details and refund amount and reason for refund amount and the link to what she signed up for where it says it is a quarterly payment. ************************************************************************************************* the details are under NOTE in that promotion and ***** says in her email an oversight one her part. The charge is $99 per quarter plus sales taxes based on location, no double charge for the magazine was charged. Consumer Response /* (3000, 13, 2022/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like an explanation as to specifically why the expiration notice sent in June 2021, which addressed me specifically within, stated that this bonus product would expire unless I renew. It was communication I would construe as no action needed and ignore as I had zero interest in it. I have explained repeatedly to Customer Service as to why the 3 charges of $107+went unnoticed by being consumed by months of working unusually long hours in 2021, which is fairly relatable. It was not until Jan. 2022 that this came to my attention. Given the expiration notice received as stated above, and the points stated below, I would like a full refund. The primary points of this complaint are (a) my focus was ONLY on renewing IL magazine subscription as done on prior occasions and such renewal forms have always appeared the same with free bonuses and order button; (b) on those prior occasions for magazine renewal there are bonuses offered but was never a bonus that cost anything eventually or otherwise, i.e., it was completely unexpected and not anticipated; (c) confirmation of IL magazine auto-renewal was sent without any mention of auto-renewal for this bonus; and (d) expiration notice was sent that clearly stated it required renewal to continue it. There were opportunities to be straightforward with this information about a bonus product so extraordinarily expensive up front in the renewal sales pitch in the original description of bonuses, and especially in (c) or (d) notices mentioned above. In all prior communication directly with Customer Service, where I've repeatedly explained with complete honesty these points and circumstances, not once has the expiration notice in particular been addressed or anything else mentioned. I had not expected this kind of sales practice from IL Magazine as a long-time subscriber. I'm really quite flabbergasted by this course of events and extremely disappointed. Business Response /* (4000, 15, 2022/03/08) */ Dear *****, I have not seen this notice? " stated that this bonus product would expire unless I renew." could you provide this to me? Here is the wording from what you signed up for, which i believe my colleague shared with you previously. NOTE: When you renew your subscription to International Living your credit card will be billed $49. You'll get access to your four Special Bonuses and recording packages delivered via e-mail immediately and your next print issue of International Living should arrive at your doorstep in 10-14 days within the U.S. When your 3-month trial of Real Estate Trend Alert is about to expire, we will automatically bill your card for the lowest-available renewal rate of $99 (every three months). This "auto-renew" feature does not obligate you in any way. You still have the entire length of your membership to review Real Estate Trend Alert and you reserve the right to cancel for a pro-rated refund at any time. When your International Living subscription is about to expire, we will automatically bill your card for the lowest-available renewal rate of $49 per year. This way, you never miss an issue and maintain your membership at the lowest-possible renewal rate, hassle-free. This "auto-renew" feature does not obligate you in any way. You will still have the entire length of your subscription to review International Living. You reserve the right to cancel for a pro-rated refund at any time. If you choose the Best Deal offer--2 years, not auto renewed--your credit card will be billed once today. With this one-time-only payment, you'll receive 24 monthly issues of International Living at your doorstep plus your special bonuses via email, along with your 3-month trial of Real Estate Trend Alert (not auto-renewed). You can cancel for a pro-rated refund at any time during the life of your subscription." As soon as you contacted us we did what was asked and provided the refund based on the terms of the sign up. We have furnished all above information and explanation to you at all times. Warm Regards, Helen D*** Consumer Response /* (4200, 17, 2022/03/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The expiration notice for the product, described up front as a bonus for "3 months free", was sent with the original complaint and is uploaded with this response, and it was sent to Customer Service email address earlier. I did not anticipate that there would be a condition in the "fine print" that would result in purchasing a product as it has not occurred in the past. Auto-renewal of trials is a classic example of a common sales trap but are usually offered individually rather than tacked on to renewal of another product. I missed the fine print and, while other communication was sent, there was no further information on the condition of this "bonus" other than the expiration notice sent that indicated if I didn't renew, I would "miss out". Business Response /* (4000, 19, 2022/03/21) */ Unfortunately what the customer sent to IL was a special renewal notice which we send lots of times throughout the year, the renewal had already occurred on the customers account for the RETA SUBSCRIPTION, the renewal notice sent is for a special renewal so for people who want or wish to gain something extra while in a subscription can sign up further, Ms **** was right to ignore this unless she wanted the extra bonuses offered, but the renewal for what was signed up for was already after charging. As soon as we were notified the RETA was cancelled and the appropriate refund was given. The renewal amount was charged on June 21st 2021 - what ***** sent in is from June 26th after the renewal happened. Thanks Helen Consumer Response /* (4200, 21, 2022/03/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Given that a renewal confirmation for RETA was NOT sent (similar to IL's Magazine's renewal) and I was unaware of the automatic credit card charge for reasons thoroughly explained, , the text in the closing paragraph of the 6/26/2021 expiration and renewal notice for RETA read as follows, "This special offer to renew your RETA membership AND (emphasis added) receive this exclusive video and real estate library ends tomorrow at midnight." As mentioned prior, the notice began addressing me by my first name and the last sentence of opening paragraph stated exactly, "I want to make sure you're aware that when your subscription expires, you'll miss out on future deals and alerts. . ." This response from International Living is misleading in itself as this did not appear as random communication. The expiration and renewal notice clearly states it was for renewal of RETA membership and such notice could have informed otherwise if applicable and/or stared the quarterly cost of $107.17 (including tax) for continuing membership. This complaint indicates not only a refund request for something that I did not expect nor was aware of, it is also to prevent such misleading sales practices in the future of having terms for a very costly product buried in IL magazine's renewal without mention in subsequent communication. If IL wants to sell a separate product at cost, do it individually with the terms and pricing up front. Follow-up notices sent in association with it should set out special terms and cost as IL Magazine has never included such an "extra bonus" at cost prior in my experience. In March 2021, I only wished to renew IL Magazine and now I'm no longer a subscriber.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  International Living promoted a "special discount" for their magazine subscription which I accepted. Their interminable advertising went on for pages, promoting various "bargains". One was a real estate subscription for $7, which I accepted. What I did not know was that they intended to charge $156 at the beginning of February for their "bargain". I have tried repeatedly to cancel the subscription, but they refuse to respond. I have spoken twice to their customer service in Ireland, but these courteous and professional people are unable to assist because Management refuses to cooperate. They charged my US Bank account (Denver, CO) $168.33 on 12/31 for a subscription to their "Ex-Pat Tax" publication but advertised it at $7. Now, they tell me that I cannot unsubscribe although they have sent me no materials but claim to have done so. I do not want anything to do with these publications. I have reported them to the Fraud Dept. of US Bank and will continue to attempt to have this resolved. I want all subscriptions with this organization cancelled and my money refunded: IL Magazine subscription, Real Estate subscription and Ex-Pat Tax subscription - immediately.

  Business response

  03/07/2022

  Business Response /* (1000, 5, 2022/01/14) */ Contact Name and Title: Helen D. CS Manager Contact Email: *****@*******************.com ******* ordered a $7 trial subscription to RET which the automatic renewal was cancelled when she contacted she also ordered Expat Tax Bible a book which a RETURNS AUTHORISATION has been set up and ******* has been informed to return the book as soon as it is received to receive her refund all this has been completed since 30th December, again ******* called January 3rd about the refund and was again told the procedure of the returning of the book, January 4th the tracking number was given to the customer to track the book so it can be returned as soon as is received. all colleagues dealt with all concerns, gave all the correct customer service, we have to await the return of the book ******* ordered in order to give final discount. Consumer Response /* (3000, 10, 2022/01/14) */ I received an email from Helen D. today, informing me that she has authorized a refund for the IL Magazine subscription, advising that the $7 for the Real Estate subscription was not refundable and claiming that the Ex-Pat Tax book was delivered yesterday. I checked my mail yesterday and there was nothing in the mailbox. Nor have I been notified by the Management Office that a package was delivered for me. I have attempted to resolve this issue since December 30, 2021. After repeated attempts to contact IL by email, I finally tried their website and found the option for Member Services. I cancelled all subscriptions and let them know that the next step was a letter to the MD DA for Fraud. That seems to have gotten their attention. Telling me on Jan. 3, 2022, that they will refund $168.33 once I return a book that I have never received is what provoked my response. The book was, according to Ms. D. delivered yesterday. When I checked yesterday, there was nothing in my mailbox. Should I find their book today, I will notify Ms. D. and the BBB. Once they have refunded the $168.33, I will again notify the BBB. Thank you. Business Response /* (1000, 16, 2022/03/01) */ I definitely answered this and closed this off? Can you please check? This was all resolved with Ms ******? Kindly note the last line of Ms ******s email to me about informing the BBB From: Helen D. Sent: Friday, January 14, 2022 2:18 PM To: **********@gmail.com Subject: Subscriptions Dear *******, A refund authorization was raised for you over the phone and you were advised of this December 30th for the Expat Taxes book to be returned to us once received by you to have this refunded to your card. I will now cancel and refund your International Living magazine subscription which was not requested until January 12th emails below, the RETA $7 trial is cancelled as previously advised, but there is NO REFUND on the $7 as stated in the promotion that was signed up for by you. I have also responded to your BBB complaint with all the relevant details. I have canceled INTERNATIONAL LIVING and a refund of $42.02 will go back to a Visa card ending ***** please allow 5-7 business days to see this on your card statement. According to the tracking given to you last week the book delivered 13th so the returns authorization is ready to go back once the book is received back as advised December 30th. Kind regards, Helen D. From: Helen D. Sent: Monday, January 17, 2022 12:06 PM To: ******* ****** <**********@gmail.com> Subject: RE: Subscriptions Dear *******, That's great news, thank you returning this book, soon as its received we will load the refund. Kind regards, Helen D. Customer Service & Advertising Manager @ International Living & GEP Skype: *********** Phone: ************ (US) *********** (Ireland) If you are looking to advertise a product or service check out our classified website. It's the Number 1 Classified Website for International Opportunities, it's affordable and it gets results. https://*******************classifieds.com/ From: ******* ****** <**********@gmail.com> Sent: Friday, January 14, 2022 10:58 PM To: Helen D. <*****@*******************.com> Subject: Re: Subscriptions Dear Helen, The book was delivered today. I could pick it up from the Management Office (where all packages are left) around 15:30. I will try to get out and mail it tomorrow. I assume the address on the return address label is where it should be sent. I will send you the tracking number, as well. Had I received a tracking number when the book was sent from Maryland, much of the stress would have been eliminated. As it is, I do not understand why a package that was mailed at the beginning of the month is just being delivered. I will notify MD BBB once the refunds are in my accounts. Kind regards, ******* ****** Consumer Response /* (2000, 18, 2022/03/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I don't know why this case is still open. International Living responded professionally and courteously and sent my refunds. Case should be closed - and to my satisfaction. ******* ******

*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. ↩