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:12/28/2023

  Type:Product 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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21067206
  
  I am rejecting this response because:
  

  I did receive the email notice attached - and in response I did go and turn off auto-renew - and verified that it was off (a week before the auto renew date). The fact that your system logs don't show it support what I reported in the ticket, that the system was not working properly. After the first time I turned "auto renew" to off, I found it had turned back on the next day (all well before the auto-renew date). I then turned it off again, and confirmed that it was still off the following day. Then I logged out and went on vacation and did not access LevelFields again at all until I noticed that it had auto-renewed anyway. The only explanation I can think of is that there was a technical glitch of some kind in your system at the time. The fact that your system does not provide any sort of paper trail/confirmation emails about disabling auto-renew means unfortunately it is my word vs yours. I contacted you immediately to resolve the issue in good faith the day after it auto-renewed, and a reputable company with competent customer service would have simply refunded me and canceled my subscription. Instead your agents called me a liar and insulted me (as you noted) and refused to provide a refund or any sort of remediation.
  
  At this point I have already contacted my credit card company to have the charge reversed. An acceptable resolution would be an apology from the company and an assurance in writing that they will not pursue any additional charges or attempt to charge my credit card in the future.
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 06/06/2024

  Until now, we have not had access to a BBB account to receive complaints or to respond. I'm replying now to address this user's complaints.

  We went back and forth with this user 25 times over our support line. Our audit files of the log files showed he had not turned auto-renew to off until after the subscription renewed, though he contested otherwise. We also auto-send the attached email that shows the email this user received alerting him that he needed to turn off auto-renew, which he did not until after the subscription renewed.

  With regard to the credit card, we do not save credit card information. Our credit processor, Stripe, retains that information and when the subscription expires they delete it. We have no control over this so the concern is moot. Our agent relayed that information, as shown in the attached email.

  After reviewing the agent's response to the user's concerns, it seems there were some communication issues and the agent could have been more professional. We have reprimanded and demoted the agent to avoid the issue happening again. 

  Business Response

  Date: 06/14/2024

  Dear user - we're sorry that you are upset about this series of events. As you might imagine, there are a variety of different "stories" we receive on a regular basis from users with regard to their interactions with the system. Every action is logged through the servers, so we use that as the source of information that is unbiased. On occasion, bugs do appear and cookies/cache/operating systems can cause issues with software. We've looked into the issue and have not found a bug. We will keep looking but just understand we are operating not out of ill will or malice, we're just following the data. 
  
  We are sorry this situation has been upsetting and not resolved to your satisfaction. We tried to issue a refund as a gesture of good faith but it was rejected by your card company. Given this and the fact you have contested payment, we've closed your account. Any billing information stored by the payments vendor has been deleted. 

  Customer Answer

  Date: 06/23/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  
  

• Initial Complaint

  Date:12/28/2023

  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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21064590
  
  I am rejecting this response because: I have not been refunded

  
  
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 06/06/2024

  We have not been able to respond to complaints until now given we had no access to BBB. So I'd like to respond with some facts.

  Fact 1: the user received notice december 12th that auto-renew was on and the account would renew unless he turned it off. He did not turn it off until after the account renewed and then complained. See attachment with email and server logs showing the email notice was delivered and opened by user.

  Fact 2: User threatened to post negative reviewed everywhere if he was not refunded. See attached email screenshot from user. 

  Fact 3: User complained to have never received notices yet the server logs show otherwise.

  User filed a dispute with the credit agency and we did not bother replying to it so he got his refund.

  An audit of the conversation reveals that user was abusive to the staff and threatened the company because of this charge. While agent could have refunded the account and been done with it, agent stuck to our terms of service and audit logs. 

  Business Response

  Date: 06/14/2024

  As stated, user was refunded because user disputed the charge on credit card and we did not contest it. Once a dispute is created on credit card, there is not way to issue refund as credit agency holds the money during dispute. See attached evidence.

• Initial Complaint

  Date:04/24/2023

  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 subscribed to this merchant's service on Jan 30, 2023. After initially receiving alerts from the provider I had two issues of concern: 1) the alerts were delayed by at least an hour which defeated the purpose of the service since the idea is to receive actionable news to make trades. By the time I received the news, the trades were already irrelevant. 2) There is an option to receive mobile alerts, but I never received mobile alerts. Within a day or two of subscribing to the service, I contacted LevelFields about this issue via their online contact form. I did not hear back and after several days followed up. I once again did not hear back and I followed up a third time. When I did not hear back I asked them to refund the charge and cancel my account. Once again I heard nothing, which forced me to open a dispute with my credit card. Interestingly they did respond to my credit card with false information. They claimed I had never contacted them nor asked for a refund per their terms of service. Note that their terms of service, among a litany of other requirements, require you to wait one year before you can ask for a refund and requires evidence that you did not profit from their service. How can someone even prove this after one year when there are likely hundreds of alerts you would need to provide evidence for? Moreover, it likely requires you to submit your personal brokerage financial information. Finally, how can one even expect to use their service if they provide no customer support? These stringent refund requirements essentially make it impossible to ever receive a refund and sound very predatory towards people who have paid for the service. Yet is too much to ask to receive even some customer support from LevelFields? Should one have to wait a year to receive any recourse? One would assume that after my bank contacted them that they would reach out, but I have heard nothing.

  Business Response

  Date: 06/06/2024

  Hi - Until today I did not have access to review and respond (or even know about) these complaints. I'd like to address them but cannot reply directly to the complaint so I can replying here.

  I do recall speaking with this person via Linkedin or Reddit after they reached out to me another way. Upon learning what happened, we examined the matter and found that there was a software bug with our 3rd party website which prevented the user from sending emails through a form if they were using a ********* product while doing so. We did not realize this was the case for some time, and missed a few support emails because of it. Once I learned of this unique issue, I immediately refunded the person's account and had my team work on a solution to fix the software issue. 
  
  I've included a screenshot showing that this account was indeed refunded and a personal note was sent to the user apologizing for the glitch.