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Complaint Details
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Initial Complaint
10/02/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I cancelled all subscription to their services in 2020, yet they continued to charge my account (which is a business account debit card, so I incur charges to stop payment that exceed the amount they have been charging me.)I have complained several times via email -- first getting responses that they have taken care of it and will stop charging, but the charges continued in 2021 and 2022. Upon repeated attempts, giving them all the information they requested - a copy of the charge on my bank statement and more - their representative said they could not find the charge and to have my bank reverse it, which would cost me more than the charge incurred. I have now spent hours over two $24 charges - i.e. not the most economical or efficient use of time, but this is just wrong and a horrible way to do business.Business response
10/06/2022
We apologize for your frustration. As per the email we sent on 10/04/2022, we have been unable to match a transaction to the information you have provided. Without the proper information we are unable to locate a charge to refund. We have requested you submit a chargeback through your bank, and we will not contest it. Again we apologize for the back and forth.Customer response
10/12/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
They are charging a BUSINESS **** of America account, which will cost me $30 per transaction to cancel - in other words, I am expected to pay $60 to cancel two $24 charges??
I told them I would be more than willing to cancel it from my bank if they pay the cancellation fees. The time of mine this has taken after several emails back & forth with them.
I gave them my name and banking information and they can't find it??? But they can charge it?? Really??
If they are willing to pay the $60 it will cost me to have my bank reverse the charges, I will be most happy todo that, but they have not responded to my two requests to do that.Business response
04/03/2023
Hello,
We are very sorry for the delay - We have looked, but the information provided by the customer does not match a transaction, or an active account. The name provided leads to an inactive account which has not been charged since 2018, and was deactivated in 2019.
The information for the recent transaction does not match any account in our systems, and our bank was unable to locate a transaction with the provided information as well. We are more than happy to help with any unwanted charges, but we do need further information from the customer.
We have sent them an email in an attempt to locate the account.
Best regards.
JibJab SupportInitial Complaint
06/15/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Just as others have complained: I once had an account with them associated with an old work address. I did not opt for auto-renew. Have not used this account since my departure from my old job in September 2020. Out of nowhere, I saw a charge for $26.34 on my June 2022 credit card statement. No phone number listed to call to dispute with JibJab. I do not have access to my old work email, nor do I have access to that old account to see if this is even what triggered the charge. Had to spend an HOUR back and forth with my credit card company in order to dispute the charge. They have advised me to contact the business first, but there is no means for me to contact them. Tried seeing if I had an account or any emails regarding JibJab and I have NONE in my current email box. Could not reset a password to my current email address because no account is associated with it. I think they may have just turned auto-renew back on for certain older accounts in an effort to generate revenue. I WANT THIS ACCOUNT TURNED OFF AND I NEVER WANT TO BE CHARGED BY THEM AGAIN!!! THEY HAVE WASTED SO MUCH OF MY TIME BECAUSE OF THIS!!!Business response
06/23/2022
Business Response /* (1000, 5, 2022/06/21) */ Hello, We are sorry to hear that your experience with JibJab is less than we would have hoped. We can see you send us an email on 06/15 and we were able to process a refund for you on the same day. If you have any more questions, please don't hesitate to reach out to us and we will be happy to assist. Consumer Response /* (2000, 7, 2022/06/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Should have never been auto-billed in the first place. Not happy about the waste of my time in resolving. I did receive a refund after emailing customer service though.Initial Complaint
02/21/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
We have turned off this account with JibJab since 2015, and yet again this year they still charged us again. We want our money back from 2016-2022. $128.98. If we don't we will contest the charges thru our bank card. Thank you, ************ I am attaching documents of my emails to JibJab in 2019 when I thought this had stopped..Business response
03/15/2022
Business Response /* (1000, 5, 2022/03/04) */ Hello, We are sorry to hear of your frustration. We did receive your email in 2019, and responded to it with further questions, as the account you emailed us from was not tied to a paid account. Unfortunately, we did not receive a response from you and as such were unable to proceed with the refund. We have refunded 3 years of membership fees, but are unable to refund any additional years due to the banks restrictions. If you'd like to send us an email to ***************, we are happy to issue a check for 2017-2019, covering the rest of the membership fees owed. JibJab SupportInitial Complaint
02/02/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I had a subscription to Jib Jab that I cancelled online in 2021. Today a charge for a year long Jib Jab subscription appeared on my credit card. This is an unauthorized transaction as I had previously canceled my subscription. I have disputed the charge with my credit card company and again tried today to cancel my subscription online. I want a full refund/credit for the unauthorized charge placed by Jib Jab on my credit card from the date I originally canceled my subscription.Business response
03/03/2022
Consumer Response /* (2000, 5, 2022/02/18) */ I was able to resolve the issue I had with JibJab directly and therefore do not need to proceed with the complaintInitial Complaint
01/02/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Signed up in 2014 for Jib Jab. DID NOT sign up for auto renewal. Dec. 31, 2021 I was charged another auto renewal. In 2016 I called them and was told they would close my account. Each year, usually in January I am charged. Last time I used this service was in 2015. My bank has helped me recover cost each January. Before I file a fraud claim with USAA bank I am going to see if you are able to help. ************************************************************************** Merchant TypeContinuity/Subscription Merchants Trans. TypePENDING DEBIT CARD PURCHASE Card Number45**-****-****-**27 Posted DateDec 31, 2021 Amount($19.62) ****************************************************Business response
02/10/2022
Business Response /* (1000, 5, 2022/01/18) */ We apologize for any confusion. This user contacted us directly and was issued a refund on 1/3/2022. By purchasing a premium membership through JibJab.com or our mobile application, the user agreed to and accepted our Terms of Sale, as well as to being automatically charged the membership fee on a recurring basis. Members can deactivate auto-renewal and cancel or change their membership at any time through their account settings. However, auto-renewal was left active on this account. We searched under the users email address but could not locate any previous contact or refund requests. As stated in our Terms of Sale, we are unable to process refunds for any of the previous auto-renewal charges. The user's auto-renewal has been cancelled and they will not be charged again.Initial Complaint
10/22/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I purchased and used this product for the express purpose of posting Jib Jab birthday videos on **. The connection to ** does not work - I have requested a refund and received a ,canned" ****** Message that a refund would not be listed. This os an advertised feature of the product.Business response
07/15/2022
Business Response /* (1000, 5, 2021/10/26) */ We apologize for any confusion. We experienced a temporary issue with our ******** connect feature that has now been resolved. This user submitted a refund request to us on 10/22/2021 and was refunded $25.98 (USD) on 10/22/2021. Typically refunds will appear in your account in 3-5 business days.
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Customer Complaints Summary
28 total complaints in the last 3 years.
12 complaints closed in the last 12 months.