ComplaintsforVida Divina

• Initial Complaint

  08/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last year i sign up to become a member of vida divina with ********* ****** we live in ******* so at the time the lady didn't give me the password to my account she was giving me excuses she would tell me whatever product u need ask me and I'll order for u i got upset and last year i told her to closed my account she said she will do it but for me not to call the company then she goes and places a order with my account without my consent using my info. of $300 of products i received an email about it i called her and argued with her i told her to stop so she goes and changes the name but is still using my account and my email but with a different adress then i received an email with a different account saying my shipment was on the way i text her and i told her i was making a police report is been 7 months since i stop consuming the products and i found out that my account is still open she doing fraud using my info signing up with the company and it says my social&email are duplicate

  

  Business response

  08/18/2021

  Please see attachment for full response with images. 

  
  

  To Whom It May Concern:

   

  After reviewing the information provided by the customer, we can confirm we did find an account in our system under ID # *********, which has been Inactive since January of 2021. We do see that someone placed an order using this account. Per our Policies and Procedures, this type of activity is prohibited, and we will be taking corrective action on the person who placed this order.

   

  At this time, the customer’s account is INACTIVE, which means no orders can be placed on her behalf and the account cannot be accessed. Outlined in red is her account status:

  
  

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  Her information cannot be reused as we require account validation to release this information for reuse. Our steps for account validation include using a platform called iDenfy which allows us to check liveness detection. This was added in March of 2021, so it is a new process set in place that is used to avoid the present issues.

   

  While the account is not fully cancelled, the inactive status is the best route to go as the account cannot be utilized without live photo ID and selfie from the customer to approve the information to be cleared. A Cancelled account would allow for her information to be reused. If the customer does want to sign up again, however, she is welcome to complete the cancellation process, which our team will walk her through the liveness detection process once she feels ready.

   

  Here is what the account looks like if someone were to successfully log in (note her information in the top corner):

  
  

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  This is what an active account sidebar looks like:

  
  

  [Image]
  

   

  We received the customer’s initial contact email yesterday, the 18^th of August 2021, at 5:05 PM which was after regular business hours (9 AM – 5 PM PST). This email was received as follows:

  
  

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  The customer will be receiving an email response within 3-5 business days while our Compliance team works to take corrective action on the person who used her account without authorization.

   

  Until then, the customer is welcome to contact us at **********@**********.com or respond to her original email with more information she finds necessary.

   

  Thank you,

   

   

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

  Vida Divina

  Customer response

  08/20/2021

  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.

*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. ↩