ComplaintsforIDrive Inc.

• Initial Complaint

  10/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I terminated my Idrive account in the past. However, I was informed that my Idrive has been compromised. It turned out that people can enter my Idrive account if they know my user name and my password. In addition, they can also obtain my personal information like my email address, my name, phone number and my address, because Idrive failed to delete those info from my account. I asked Laxmon to completely remove my account so no one can either enter my account or see my info. However, he refused to do so and kept claiming that my account has been deleted, when I am still able to log in and see. I am not even able to delete my personal info and they are causing critical security breach. Please have them completely delete my account.

  Business response

  12/06/2022

  Business Response /* (1000, 5, 2022/10/18) */ Thanks for contacting IDrive, My name is *** I am the Support Manager at IDrive. Based on the ticket there appears to be a miscommunication. "Data" Refers to data stored on your account based on what has been uploaded by the user to be restored. This data is deleted as soon as immediately after cancellation, or within 10 days of cancellation per our terms of service. The profile information is "Metadata" this is your username, card information, address, phone number and alike. Metadata is kept to allow customers the option to reactivate their accounts in the future, and cannot be deleted by the user. Once an account is cancelled, a user can request their metadata to be deleted, we just require ownership verification to do so. If you can review the ticket you were corresponding with our agent through and provide the information they requested we can complete your request, and permanently delete the stored metadata. Alternatively you can also provide via the ticket the following to complete the request. - Confirm the username of the account: - Last 4 digits of the card on file for your account: - The billing address or expiration date of the card on file: We appreciate the opportunity to clear up this issue, and resolve your concerns. Consumer Response /* (3000, 7, 2022/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am a programmer so I know that it does not matter whether it is data or metadata. They are just trying to confuse this matter by using programming terms that others do not understand yet do not resolve simple issue: They let my id and password to be breached, Anyone can log into my account and they still do not remove my personal info, including my password, name, address and credit card number etc. (please see attached.) It was not necessary for me to provide additional info when I contacted them from my email address on file but I still provided what they requested by email but they still did not resolve it. Business Response /* (4000, 9, 2022/10/31) */ Thanks for your reply, Your request for meta-data erasure has already been completed and you were informed of this result via ticket earlier last week. We would like to reaffirm that there have been no security lapses. We have an obligation to our users, and it is company policy to verify accounts before taking an action. As your request has been fulfilled, no further action is required on your part. If you have any questions please reply to the ticket you were corresponding with our agent through. Regards, Consumer Response /* (4200, 11, 2022/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate *** for helping me on this matter. Please close this case now because they finally resolved it. However, their claim is not true. There was a security breach for sure. It is absurd that they plainly deny when there are proofs.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  ************** RE: RemotePC : Close my account! (************) - $79.50 I canceled my account last year when I retired last year. Billing should never have occurred. When I placed my call for credit, it was a Sunday. The gentleman was helpful and opened a ticket. I figured that would be the end, and I would see the credit in my pending items. Of course, I am getting the run around from you about my account. Where this is not my fault, I expect the credit. I have talked to my credit union, and they have provided a provisional credit for your error in billing. I will pursue this as far as necessary to get back my money that, as I see, was stolen! *************************** ******************************************************************************************************

  Business response

  08/05/2022

  Business Response /* (1000, 5, 2022/08/01) */ Contact Name and Title: ******************** Contact Email:****************** Thanks for reaching out. Per your ticket the following email was sent to you regarding the completed status of your refund earlier. "************, This is a courtesy email to let you know that your refund for $79.50 has now been processed. If you have any further questions regarding this issue please call support at ************ and reference ticket ************ Regards, Support" If there are other concerns please contact support directly. Thank you for your business. Consumer Response /* (2000, 7, 2022/08/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was provided with credit that I requested.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The idrive product was set up on what is now an old computer no longer in use. We received a renewal charge for $79.50 on our bank account on April 14th. Apparently, idrive had an incorrect e-mail for me so I never received a warning that the charge was about to happen. I contacted idrive today to cancel my subscription which they did, but they refuse to give a refund. I asked to speak to a manager but was told there is no manager to speak to about my issue. I was told a manager would call right back. I've heard from them since.

  Business response

  05/24/2022

  Business Response /* (1000, 5, 2022/05/18) */ Thanks for contacting IDrive, Your request was submitted for review yesterday and an email with an offer for a partial refund for the remaining time on the account has been sent for your consideration. To complete your refund request please locate and respond to that ticket and the agent will assist you. Regards, Consumer Response /* (2000, 7, 2022/05/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company gave a quick response and refund after I submitted my complaint to the BBB. Unfortunately it took this action to get a response but at least I was refunded and taken care of.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an computer cloud backup service for *** that included 5TB of data. I installed their software and let it run. Last evening I was notified of a charge to my AMEX for ***** I logged in to see an invoice for data over 5TB charges. There was no warning from the software and not warning from the company. They just charged my card. I immediately emailed and told them to delete my account and refund my money. The replied that I should read a section of terms. I chatted and explained that their SW shouldn't allow this to happen. Also they should notify BEFORE charging **** on a *** product. They even offer a **** package for only *** more per year. They could have charged me *** and changed my package. On chat they tried negotiating with me. First offering a *** refund then ***** They wanted me to agree to this so then I'd be letting them off the hook for the ***** This is not the way a consumer service should run. Their software has no features to prevent a **** overage charge? That's crazy. This is obviously an unethical business.

  Business response

  06/29/2022

  Business Response /* (1000, 5, 2022/04/15) */ Thanks for contacting IDrive, IDrive is not a managed service, customer are fully responsible for the monitoring and management of their stored data. Overuse charges are agreed to 100% by users in the Terms of Service prior to the service being engaged. Prior to any charge an email is sent as a courtesy to customers informing them of what can be done to prevent the charges from happening. Including upgrading your account at the rate you mentioned, but also deleting unwanted data. None of these steps where taken. We do offer a one time partial courtesy refund to customers after their first overuse once they have deleted the excess data or upgraded their storage accommodate the use. If you wish to request assistance with this please contact support directly and an agent will assist you with a refund request. Regards, Consumer Response /* (3000, 7, 2022/04/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) No email was sent prior to charging me $280. No email was sent when they charged me. I only knew about the charge because I monitor my credit cards. I checked spam. I emailed iDrive and used chat support. I complained that they didn't send notification. They never said to me that this email was sent. I have the email response and chat transcript. Saying they warned me is a lie. Telling BBB that they warned me is an admission that their practices are unethical which I explained to them in the chat. Not once did they tell me that I was warned. Business Response /* (4000, 9, 2022/04/26) */ The overuse charges are agreed to in the terms of service by all customers prior to engaging the service. By that definition, the ethics of the charge are not challengeable. The notifications as defined in our terms of service are only sent as a courtesy. Customers are 100% responsible for the use of and management of their accounts. As previously stated, we have no issue in working with you to reduce your overuse, assist you in managing your account, and offering a refund of the overuse charge. Please feel free to contact us for assistance.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for the iDrive "Personal Yearly" plan for $5 a month which includes backup of 5TB of data. I connected my Synology NAS HDD to the service. In January, I apparently went over quota by 1.5TB and they charged me $475.58 in overage fees for the month of January. My whole family had COVID that month and the message regarding overage fees was trapped in my spam folder. This happened again for the month of February and I was charged another $475.58! The real kick in the teeth here is that they offer a plan for $100 yearly (or $8.33 a month) that would cover up to 10TB of storage. My service was slow, never worked in the first place and would get backup errors often. As soon as I was well enough after COVID, I realized the OBSCENE amount I was being overcharged, I tried to contact iDrive. They took 3 business days to even respond and then said they would consider a "partial" refund and asked me for my payment details (which they obviously already have). I replied back immediately to ask what that meant and they have not responded since. I have sent at least 3 more emails since then with no response. Then I tried calling them, same runaround. When calling the customer support number it places you on hold and then they ask you to leave a message. Have done this multiple times with no response back. Basically ghosted with no recourse and now am out $****. iDrive is a predatory company which scams their personal users by baiting them with the $5/mo plan then hits them with OBSCENE overage fees. I am going to pursue further action. What should have happened is to have the opportunity to bump up to the next plan to $8.33 a month for 10TB instead of almost $500 a month! Its obvious that this doesn't cost $500 a month when they offer the 10TB plan for $99/yr. Scam.

  Business response

  04/06/2022

  Thanks for contacting IDrive,
  
  We appreciate you reaching out and as we have been are willing to work with you on the concerns you have regarding your overuse issue with our service and resulting charges.
  
  We just want to clear a few things up first.
  
  - We do not offer a monthly subscription on an annual plan.
  
  - When you signed up for our service, we took the extra added step of asking you to verify your email address and to whitelist our support email, so as to ensure important notices like overuse emails do not go to the spam filter.
  
  - We understand your family was affected by covid, but monitoring of your account as well managing the data stored on the account is a user responsibility, Overuse of the account and its associated charges are 100% agreed to by the user at the time the account is created. Overuse represents a real cost to our company, it taxes our servers and our ability to offer that space to another potential customer.
  
  - To state that by not upgrading you to a new plan, our practice is predatory is simply not the case. We allow for this because in most cases exceeding the quota of an account is only a few GB. The small fee reflects the temporary excess, and we often offer to refund this amount to customer in part or in whole, depending on the case.
  
  - We offered you most recently a 60% refund of this charge, because dependent on the amount we do ask customers to should some of the financial load when an account isn't properly monitored or managed, no matter the reasoning behind it. the reason often effects our ability to be generous regarding the amount we can refund. We understand that life happens.
  
  - If you are not satisfied with the offer of 60% you can reply back to the agent you were working with and request a larger refund, but intentional or not, we do ask customers to be at least partially responsible. Normally we don't offer a full refund, but we have asked that your most recent request for a full refund be considered.
  
  Hopefully we can resolve this issue in a way that is satisfactory to both party's as soon as possible.
  
  
  

  Business response

  04/28/2022

  Business Response /* (1000, 5, 2022/04/06) */ Thanks for contacting IDrive, We appreciate you reaching out and as we have been are willing to work with you on the concerns you have regarding your overuse issue with our service and resulting charges. We just want to clear a few things up first. - We do not offer a monthly subscription on an annual plan. - When you signed up for our service, we took the extra added step of asking you to verify your email address and to whitelist our support email, so as to ensure important notices like overuse emails do not go to the spam filter. - We understand your family was affected by covid, but monitoring of your account as well managing the data stored on the account is a user responsibility, Overuse of the account and its associated charges are 100% agreed to by the user at the time the account is created. Overuse represents a real cost to our company, it taxes our servers and our ability to offer that space to another potential customer. - To state that by not upgrading you to a new plan, our practice is predatory is simply not the case. We allow for this because in most cases exceeding the quota of an account is only a few GB. The small fee reflects the temporary excess, and we often offer to refund this amount to customer in part or in whole, depending on the case. - We offered you most recently a 60% refund of this charge, because dependent on the amount we do ask customers to should some of the financial load when an account isn't properly monitored or managed, no matter the reasoning behind it. the reason often effects our ability to be generous regarding the amount we can refund. We understand that life happens. - If you are not satisfied with the offer of 60% you can reply back to the agent you were working with and request a larger refund, but intentional or not, we do ask customers to be at least partially responsible. Normally we don't offer a full refund, but we have asked that your most recent request for a full refund be considered. Hopefully we can resolve this issue in a way that is satisfactory to both party's as soon as possible.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had an account with IDrive, on Jan 5th I was provided notification my account was deactivated. In hast I contacted them asking them for me to review what was on the server as I wanted to make sure I had everything. They opened my account. But did not continue to back me up. They provided daily warnings through the PC app telling me in big RED warning notice that I was not being backed up, my account was deactivated. I had autorenew turned off. My assumption that after validating my storage, based on DAILY updates on my PC from Idrive that my account was indeed cancelled. On Feb 19th, I was charged $99.50 USD. I was NEVER notified of a charge, I had auto renew turned off, the SW was (at this point) removed from my PC to avoid continued RED BANNER alerts telling me that my account is disabled. It was my full impression that this account was closed. So I contacted Idrive asking why they charged me, they were kind enough to provide me with a $86.14 USD refund, noting it was prorated. I asked why they said I have had the service since Jan, I explained that is/was incorrect. Idrive Billing rep then closed the chat session w/o continue to talk. I repeated this with another rep, he said the same thing and immediately cut me off as well. Leaving my no choice but to contact BBB. I am just looking for the remainder $13.36 USD refund as it is absolutely appalling to see banners on your PC telling your your account is not paid, that they are not backing you up and for the company then to charge you telling you they are not responsible in what/when you backup. How was a user suppose to know when all aspects point to a closed account.

  Business response

  03/04/2022

  Thanks for contacting IDrive,
  
  In reviewing your case reference number: ***********, we see that you were confused by the number of accounts that you have had with our service over the years, as you seem to cancel them annually and sign up again at a discount, which is fine.
  
  But it does cause multiple users to be present in our system, and certainly can confuse the matter once offers are sent.
  
  When discounts are offered they are specific to the account and circumstances as they relate to the given account. In this case the 75% discount was offered to reactivate automatic renewal before the expiration date. As we had to reactivate the account would have passed.
  
  In your case, you requested one account to be reactivated, then by your own admittance, recanted and asked for a different account to be reactivated.
  
  Then recanted again, and asked for a different account to be reactivated.
  
  It seems that in this confusion when we sent the following email after you requested the proper account to be reactivated.
  
  posted 1/6/22, 11:16 AM
  Hello,
  
  The username is not msxxxx as you previously advised us.
  
  We are writing to inform you your account with username: xxxxxxxx has been reactivated.
  
  Please note the following:
  
  * ************ may have been purged immediately at the time of cancellation. Please verify if your account data is still present.
  
  * You must login to your account at our website ASAP to ensure your billing information is up to date, and apply any pending to avoid your account being cancelled again.
  
  If you require assistance with either of these steps please reply to this email or contact us through our support page and an agent will assist you.
  
  ********************************************
  
  Regards,
  
  IDrive
  
  
  As you can see in this email you are advised to login and apply the pending charges, this is the only way this would have been accomplished.
  
  Now from review it seems you assumed the discount from the other email for whichever account it related to applied to this renewal but unfortunately it did not.
  
  If you wish to cancel please reference the ticket discussed in this response with support and we will gladly assist with cancelling the account and offering a pro-rated refund of the charge.
  
  Regards,
  
  

  Business response

  03/22/2022

  Business Response /* (1000, 5, 2022/03/04) */ Thanks for contacting IDrive, In reviewing your case reference number: ***********, we see that you were confused by the number of accounts that you have had with our service over the years, as you seem to cancel them annually and sign up again at a discount, which is fine. But it does cause multiple users to be present in our system, and certainly can confuse the matter once offers are sent. When discounts are offered they are specific to the account and circumstances as they relate to the given account. In this case the 75% discount was offered to reactivate automatic renewal before the expiration date. As we had to reactivate the account would have passed. In your case, you requested one account to be reactivated, then by your own admittance, recanted and asked for a different account to be reactivated. Then recanted again, and asked for a different account to be reactivated. It seems that in this confusion when we sent the following email after you requested the proper account to be reactivated. posted 1/6/22, 11:16 AM Hello, The username is not ****** as you previously advised us. We are writing to inform you your account with username: ******** has been reactivated. Please note the following: * Account data may have been purged immediately at the time of cancellation. Please verify if your account data is still present. * You must login to your account at our website ASAP to ensure your billing information is up to date, and apply any pending to avoid your account being cancelled again. If you require assistance with either of these steps please reply to this email or contact us through our support page and an agent will assist you. ****************************** Regards, IDrive As you can see in this email you are advised to login and apply the pending charges, this is the only way this would have been accomplished. Now from review it seems you assumed the discount from the other email for whichever account it related to applied to this renewal but unfortunately it did not. If you wish to cancel please reference the ticket discussed in this response with support and we will gladly assist with cancelling the account and offering a pro-rated refund of the charge. Regards,

  Customer response

  08/14/2023

   
  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

  01/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Discovered an unauthorized charge made by IDrive.com dated 12/28/2021 on my ***** credit card statement for $79.50. In checking I also discovered that IDrive.com made an unauthorized charge of $69.50 to my credit card account on 01/01/2021 as well. I am disputing both of these charges, as I never signed up for anything from IDrive.com or IDrive. I am demanding a full refund of both charges. Rather than providing my credit card number to them, I would prefer them sending me a refund check.

  Business response

  03/03/2022

  Thanks for contacting us,
  
  Unfortunately unless you contact support and provide the username and verify ownership of your account we cannot cancel your account and issue a refund.
  
  We may be able to refund the recent charge but the past charge will need to be evaluated to see if there was use of the account.
  
  If an account was established for you or by you recurring renewal charged were authorized.
  
  At a time of your convivence please contact our support department directly and an agent will assist you.
  
  ********************************************
  
  
  Regards,
  
  IDrive Support
  

  Business response

  03/21/2022

  Business Response /* (1000, 8, 2022/03/03) */ Thanks for contacting us, Unfortunately unless you contact support and provide the username and verify ownership of your account we cannot cancel your account and issue a refund. We may be able to refund the recent charge but the past charge will need to be evaluated to see if there was use of the account. If an account was established for you or by you recurring renewal charged were authorized. At a time of your convivence please contact our support department directly and an agent will assist you. ****************************** Regards, IDrive Support

• Initial Complaint

  01/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/18/22, my account was debited for the over $700 in overage fees. This came as a surprise to me as the account I subscribed to was for 10 TB of storage, and my computer does not even hold that much information, so I assumed overage would never be a problem. I contacted the billing team and was informed that I would need to speak with the tech support team to bring my accounts under the quota in order for a refund to be processed. I reached out to the tech support team and followed all instructions, it was confirmed that the account was under quota and then was forwarded back to billing so they can process a refund. An email was sent to me asking for certain information, i.e. credit card info, billing address etc. All requested information has been sent, however no refund has been processed.

  Business response

  02/16/2022

  Thanks for contacting IDrive,
  
  Per your refund request we sent you an email on 01/26/20222 via ticket ***********. With a request for verification information in order to process a refund.
  
  There was no response to this email, as such we did not process a refund.
  
  We have just resent this email, please look for it, reads its content and reply to that email so we can process your refund.
  
  Regards,

  Customer response

  02/22/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Company offered me an 20% refund, which is still unacceptable. Company originally told me when I contacted them that 100% of the overage charges would be refunded as soon as my account was brought under the limit. I want a full refund, not 20%

  Business response

  02/24/2022

  There is nothing in our tickets that indicates what you are saying is the case and would not be our policy.
  
  If you wish too discuss the matter the ticket mentioned previously would be the place to respond, not in this forum, but we are open to negotiation on the refund amount.
  
  If you wish to respond with a request you may do so via the ticket and the agent assisting you will submit the request.
  
  Regards,

  Business response

  03/17/2022

  Business Response /* (1000, 5, 2022/02/16) */ Thanks for contacting IDrive, Per your refund request we sent you an email on 01/26/20222 via ticket ***********. With a request for verification information in order to process a refund. There was no response to this email, as such we did not process a refund. We have just resent this email, please look for it, reads its content and reply to that email so we can process your refund. Regards, Consumer Response /* (3000, 7, 2022/02/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Company offered me an 20% refund, which is still unacceptable. Company originally told me when I contacted them that 100% of the overage charges would be refunded as soon as my account was brought under the limit. I want a full refund, not 20% Business Response /* (4000, 9, 2022/02/24) */ There is nothing in our tickets that indicates what you are saying is the case and would not be our policy. If you wish too discuss the matter the ticket mentioned previously would be the place to respond, not in this forum, but we are open to negotiation on the refund amount. If you wish to respond with a request you may do so via the ticket and the agent assisting you will submit the request. Regards,

• Initial Complaint

  11/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  10/01/2021 I was online looking for a course that would help educate my grandson and give him the knowledge he needs to pass the Oregon DMV test. When I came to IDriveSafely.com this website seemed to offer education on the subject. I got into the website to pay for the service and get started. The program asked for my grandsons license and ticket# which did not apply to him because he was not mandated by the court! He is over 18 years old and has never had a license or permit! The program would not let me back out before the payment was taken and would not let me go forward and use the program. I called numerous times during business hours I would get a call back during business hours, a message to leave a message but the mailbox was too full to accept the messages. I sent numerous emails and have not received the services I purchased and have been told that I can not be refunded because it has been over 30 days. Customer service has not helped me to use the service. If you want the emails I will send

  Business response

  12/02/2021

  Business Response /* (1000, 5, 2021/11/23) */ You are contacting the wrong IDrive. We are IDrive the online data and storage company. Our website is www.idrive.com. please contact the correct company to resolve your issue. Consumer Response /* (2000, 7, 2021/12/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the offer. I thank the BBB for helping me to communicate with this company and come to a solution. I have received the funds I requested from this company with your intervention. Thank You JO

• Initial Complaint

  11/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  iDrive is charging me for years of service after I had confirmed cancellation at the end of 2018. They say that I had a past due amount, but that was only $6.95 for the month 12/2018. They are now charing me 2 full years of service that I did not agree to and did not owe them because I never had service. I demand a refund asap. I never agreed to this.

  Business response

  12/15/2021

  Business Response /* (1000, 5, 2021/11/17) */ Thanks for your feedback, We would to clarify some things in your statements. The reason you were billed was you reactivated a cancelled account. In the process of doing so you were sent an email that indicated in order to reactivate that account you would need to pay any past due balances. We can understand that perhaps you did not grasp what that may have meant. Which is why we offered to refund those charges. You responded to our verification email which is simply an email to indicate to customers that we were in the process of refunding those charges, which indicates the statement "Pending Managerial Approval". which you took to mean we had some intention of not processing that refund, when in fact it is a descriptor of an internal process of checking to make sure the details and amounts are accurate prior to processing. This allows us to contact a customer back and reconfirm details prior to processing should we need to update the information to ensure a successful transaction. But as you have now stated you have placed a dispute with your card company over the charges. We will not be able to process the refund till the outcome of the dispute is complete. If you lose this dispute, we will gladly honor our offer to refund the amount discussed in your ticket. Regards, IDrive Support Consumer Response /* (3000, 7, 2021/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) You act like it is in your right to charge for 2 years of service I never had. I find your companies charge behavior to be predatory and you should really consider how you treat your customers. By no means did I agree for you to charge me for 2 years of service I never had. The past due amount was $6.95. Do not pretend that it is my mistake. You are predatory. Business Response /* (4000, 10, 2021/11/23) */ Your objection at this point is unclear, you have filed a chargeback, we have offered to refund the charge. We did post a response prior to reactivating the account advising that any outstanding billing would need to be paid. The cost you are explaining is the charge for the first year which was discounted, the amount charged was the cost for renewal, which would have been the appropriate amount. $6.96 was a price discounted 90%, and would not apply to an account being reactivated at the prevailing rate of renewal. When it was clear you did not want to pay that price we offered to refund that charge. As you engaged in a chargeback of that charge, we cannot offer a refund till the chargeback is completed. If the chargeback fails, as stated we will honor the refund we offered. If you have further questions please let us know. Consumer Response /* (4200, 12, 2021/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is just playing dumb. Your company knows what they do. Discounted price has nothing to do with your 6.95 charge. It was a monthly fee that was past due. I paid it and your charged me an additional two years! The matter still stands until the chargeback is settled for the two years of service I never had. If your company denies it, the matter is still that you charged me for 2 years of service I never agreed to. The least you can do is admit fault. But I obviously see your company refuses to admit what you're doing. Business Response /* (4000, 14, 2021/12/14) */ As stated pending the outcome of the charge back, if it is a loss for you we would gladly refund the charge as discussed as long as you contact us via the previously mentioned ticket. Our response was to simply clarify the inaccuracy in your original statement. As we have already agreed to your desired outcome pending the results of your chargeback, there does not seem to be anything further to discuss. If you have more questions they would be best suited in response to previously mentioned ticket for faster response.

*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. ↩