ComplaintsforHootsuite Media Inc.

• Initial Complaint

  19/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Invoice Date:10/17/2023 Account *************** Invoice Number:********** Amount Paid:US$1,188.00 1 Previously since 27 March, I have escalated the case to Hootsuite team to ask them for the cancellation and refund. The essence of my appeal was to highlight extraordinary circumstances that prevented me from adhering to the stipulated 30-day cancellation policy. While I respect Hootsuite's policies, the lack of flexibility to consider cases on their individual merits, especially under exceptional circumstances, is **************** a customer, my experience has left me feeling unsupported and unheard, prompting me to share my story with a wider audience. I plan to detail my experience on platforms such as Quora. ********, ******** and other social media sites and forums, not out of spite but to highlight the importance of empathy and understanding in customer service. My intention is to ****** a dialogue about the balance between strict policy adherence and the consideration of exceptional customer circumstances.Please understand that my financial situation makes it challenging to absorb this unexpected expense, further compounding my distress. Before taking my story public, I am reaching out one last time in the hope of finding a mutually acceptable resolution. I ask you to kindly reconsider my case or escalate this matter to someone who may have the authority to make an exception based on the unique factors at play.I believe in the value of Hootsuite's services and had hoped for a different outcome. A gesture of goodwill in this situation would not only alleviate my current financial burden but would also reinforce my trust in Hootsuite's commitment to customer satisfaction.I didn't utilise the service at all, and this service was a free trial for my company (****** *******), and there's some issue with my credit card statement service, that's why I'm unable to view the bill.I believe this is not the first case by Hootsuite. Kindly assist. Thanks

  Business response

  26/09/2024

  Hi BBB, 

  I'm reaching out to confirm that the full refund has been processed for the amount of $1,188.00 back to its original form of payment.The customer has also been notified via the new support ticket: 2819911. 

• Initial Complaint

  23/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hootsuite offered a one year membership and it appeared as if it was $99 for one full year. I signed up and it turns out they charged my card for $1199. I was severely duped into entering this agreement. The advertising was very deceptive. They won't issue a refund because it is more than 30 days ago. I didn't look at my statement until just now and realize the charges otherwise I would have asked much earlier.

  Business response

  23/08/2024

  Request being handled in ticket #*******. 

  Customer response

  23/08/2024

   
  Complaint: 22187402
  
  I am rejecting this response because it is not being handled. The last response I received is that no refund is being given. I have tried reaching this company representative two more times since that message was sent and have received no response. There is no number to call to get a hold of someone. Their chat says that someone will respond within minutes but no one responds. They have had multiple complaints on other online platforms for their deceptive advertising and auto renewal practices. Their deceptive advertising practices need to be stopped and a refund should be given immediately. 
  
  Sincerely,
  
  *****************************

  Business response

  27/08/2024

  Hi BBB team, 

  Circling back on this request, we can confirm that the customer's subscription has been successfully canceled; when she logs into the account, she will have the option to either restart a paid subscription, or delete your account completely. 
   
  Moving forward, we have issued a refund for the amount of $1,199.88 USD as a one-time exception. Please allow 5 - 7 days to see the refund reflected in her account. This will be reflected in the same payment method in which the charge was processed. 

  This information was sent to the customer via her original ******************** Support ticket 2806289, on Friday 16:26. 

  Hope this helps to resolve this complaint but feel free to circle back if any additional questions arise. 

  All the best,

   

  Customer response

  27/08/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  20/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hootsuite previous billed our company $588 for a subscription. I had been set to auto renewal. This time they billed me $1,188 with no explanation. They have no phone number for customer service just a email address. On Tuesday I cancelled my subscription, though it said I had paid until June 2025. Once I did this, they disabled my account and I can not even log in. I submitted a issue to the help desk and did get a reply that they haven't forgotten about me but they have been too busy to respond. So, I need to be able to get into my account if I have paid OR get reimbursed. I switched to another software in the mean time because I had to continue my social meeting marketing for our company.

  Business response

  21/06/2024

  Request being handled in ticket #*******.

  Customer response

  21/06/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Our business was originally using the Hootsuite free plan. When Hootsuite discontinued the free plan, we were offered a monthly rate of $9, I assume because we are a ********** ********* ************* Last week we received a bill of $1188!!!! Imagine our surprise. We put a stop on payment, and immediately tried to contact Hootsuite. This is not an easy process, because you have to wade through their bots and faqs before you finally get a person. That person said we had to pay because the $9 rate was only for a year. However, we were never told about the higher rate and, had we known, never have continued with Hootsuite. I explained the situation again. She said we had to pay, but could apply for ********** status. I tried but the link she provided was broken. I went back to her and asked to speak to her supervisor. I also sent physical mail to their location, asking to speak to a real person. They are not responding.
  

  Business response

  10/05/2024

  Many thanks for bringing this to our attention.
  The account was invoiced for the Professional annual plan. A ticket has been created with our support ticket system and we will assist the user further.  

  Customer response

  11/05/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  29/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have made several attempts to cancel subscription and get refunded for auto pay. They do not offer a way to confirm cancellation. When you call they send to generic voicemail and dont return call. When you try on site, they either send you to a page that says oops not working or redirect you to try a demo. when emailed, they reply saying that you for submitting a ticket and dont reply again. They set up the operation to keep anyone from canceling when they want and have charged after clear attempts to canceling were made.

  Business response

  29/04/2024

  Request being handled in ticket #*******.

• Initial Complaint

  13/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  January 2024 claimed ***** with Bank ** ******* March 5th 2024 filed a complaint of ***** to Hootsuite Help desk. March 8th sent certified letter with return receipt requested to Hootsuite INC in Vancouver BC Their response is unsatisfactory. I have asked them twice What are they willing to do to resolve this issue of ***** on my credit card. They will not address it. I sent the pdf of my letter I sent them certified and through their Help desk. I am also sending pdf of their email to me in 2019 stating if I did not renew my credit card my service would expire. I was relieved I had tried to cancel this in 2014 and again in 2017. In 2019 they sent email. I did not renew. I was disturbed to say the least when they charged my credit card raising the price 1000% This is *****! I have never once had a company do that if you did not renew. They knew I have never used their service yet charged for years. They claimed I never once contacted them or canceled I tried twice as letter indicates. I am only asking the money back they charged on an unauthorized card without my permission. Thank you, Regards, ******* ******
  

  Business response

  13/03/2024

  Request being handled in ticket #*******.

  Customer response

  22/03/2024

  
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  20/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The transaction date was 10/21/23 I had signed up for a 3-month FREE media service to see if it provided what they promised.On the day of the 3rd month. I was billed for the amount. They took all of my funds from ****** and then topped it off through ********** There was no survey, no inquiry, and no contact as to whether or not I wanted to continue, they simply charged the bill.I have attached the response from Hootsuite, which was of no interest to correct.As you can see, there are tons of people who have been treated the same and are included in the reviews. I ask the funds be returned for the total invoice.That is not allowed under the ******************* to allow payment to be made with no contract. They do not contact me to follow up and have tried to contact them by email.

  Business response

  21/02/2024

  Many thanks for bringing this to our attention.
  The paid subscription in question was cancelled and a refund for the annual charge was issued. A ticket has been created with our support ticket system and we will assist the user further.  

  Customer response

  22/02/2024

  
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  16/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  02/14/2024 my card was charged for $1200 **********. I do not know where this app came from or how it received my info. However, the company promised to reverse/stop payments and it never happened. The payment was not stopped and still was posted to my account.

  Business response

  16/02/2024

  Request being handled in ticket #*******

• Initial Complaint

  14/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  RE: Formal Complaint Against Hootsuite Inc. – Account ******** I am filing a complaint against Hootsuite Inc. for billing practices ********* ********** ******** ******* *** ****** *** ******** *** *********** ***** Despite cancellation notice two months prior to the renewal of a $10,000/year service, Hootsuite continues to bill and ****** *** *** ** **********. They disregard ********** ***** **** ****** ***** ******** ***** ***** ************ ** ********** ******** ******** In August of 2023, we received an email from Hootsuite re changes to the terms of billing that would impact our upcoming renewal, which was to take place in October 2023. We responded to this email the same day we received it with notice that we did not intend to renew the $10,000/year service, as we no longer were in need of it. Since August of 2023, the company continues to resist our discontinuation of their services, despite our not using their service since June 2023. In October 2023, we informed Hootsuite that their auto-renewal seemed to be in ********* ** ********** ******** ******* *** ****** *** *** *********** ********* ********* ******** ******** ** ******** ** *** **** ********** ******** *** *********** **** ******** ** ******* *** to which they replied that they are not required to ******* ** ********** ********* *** ***** Subsequently, we advised Ms. Heather B******** of Hootsuite Inc., that despite the company being a Canadian entity, due to its annual revenue ********* ***** ******* *** *** ******** ********** ********* ********** ********** *** ******* **** ** **** ****** **** ***** *** **** *** ***** ** **** *********** ***** **** * **** *** * ******* The company continues to resist compliance, and we continue to be ******** and ********** by Hootsuite. We have asked Hootsuite to: ******* ** ********** ******** *** ***** ******* ********* **** ********* *** ***** *** ****** ******* ********** ** *** ***** Thank you, we await your intervention in the matter.
  

  Customer response

  14/02/2024

  Good day ********, No sir, this has not been filed ** * ***** ** *** as we do not think that the ***** ** * ******** ** ***** *****. As we understand, this situation is s a matter of ********* business practices, ************* billing practices, and poor communication on the part of the company.  

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a subscription to Hootsuite media. I was not aware of the renewal date. I believe it was 1/11? I tried to cancel 1/23(my dates may be off by a few days) I did not want this service to renew, I did not know it was going to renew. And if I knew I would have cancelled it before the renewel date. My account with Hootsuite was not accessed for months previous to my renewal date. I cancelled after the renewal date as soon as I knew. They offered no refund, no proration, and no access to what I paid for, and no grace period if people are surprised by the renewal. So they found a ***** ******** ** ***** ** *****, 1200 dollars from me and I get nothing. And I say ***** because I canceled my account I don’t have (and don’t want) access to what I paid for. This is just not right. I would be willing to pay for the days between the renewal and when I canceled. Paying a full year of price for a service that I did not know was charged to me, **** *** **** **** ** ****** ** ****** I do not want the service, I am going through extreme financial hardship. Please help me get a refund. I have already tried contacting them directly through their app, there is no phone number, and through my credit card company. It would be nice if companies were going to renew a subscription, they had a warning before payment that one would need to approve, so consumers are not caught unaware. This is ********* and I feel ********.
  

  Business response

  07/02/2024

  Request being handled in ticket #*******.

*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. ↩