ComplaintsforVirtue Map

• Initial Complaint

  02/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I subscribed to the ************** May 2023. Your website says in case of cancellation, I must write to ********************************* I wrote an email asking for cancellation of the subscription on 24th February 2024. I got back an automatic email saying my email could not be delivered because your email address doesn't exist. I want you to cancel my subscription, but you are unreachable.

  Business response

  02/25/2024

  We apologize for any inconvenience caused by the difficulty in reaching us.
  
  We have already processed your cancellation request and your subscription has been successfully canceled.
  
  If you have any further questions or concerns, please don't hesitate to contact us through our customer support channels. Thank you for your understanding.
  
  Virtue Map Team

• Initial Complaint

  11/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Virtue Map:I purchased a subscription to VirtueMap, an app based service. I was charged for an "ongoing" subscription.There is no way to cancel your subscription on the app. I searched for one in my profile and throughout the app. Because their wasn't one I assumed that I had purchased a time-bound subscription. When I emailed the company to enquire about the charge they stated "Note that in order to cancel the subscription, you have to email us, as you can't cancel it by yourself." It is not standard business practice to require a customer to contact the company to cancel an app based service. They have put roadblocks in the way to cancellation, I would argue, to be able to charge customers ongoing fees.

  Business response

  11/28/2023

  We appreciate the opportunity to address your concerns regarding your subscription to Virtue Map.
  
  Upon reviewing your case, we would like to highlight that during the checkout process, all subscription details, including the ongoing nature of the subscription and the cancellation process, are prominently displayed. Attached to this response is proof that these details were disclosed, and you, as the customer, agreed to them before finalizing your purchase.
  
  Our terms and conditions clearly outline the cancellation procedure, stating that subscribers must notify us at least two days before the renewal date via email or through our social media channels to prevent automatic renewal and avoid additional charges. This information is designed to ensure that customers have the necessary steps to manage their subscriptions effectively. It is essential to note that our terms and conditions, which you agreed to upon subscribing, explicitly state that refunds are not available for any subscription fees already paid. However, we are committed to addressing your concerns and ensuring your satisfaction within the scope of our policies.
  
  If you have any further questions or if there is anything specific you would like us to address, please do not hesitate to contact us directly or through our social media channels.
  
  Thank you for bringing this matter to our attention and allowing us the opportunity to clarify. We value your business and are committed to providing you with the best possible service.
  
  Sincerely,
  Virtue Map Team

  Customer response

  11/30/2023

   
  Complaint: 20917258
  
  I am rejecting this response because:

  - the response from Virtue Map states that it is made clear to consumers that they must email the company to cancel subscription however I do not see that on the screenprint they sent. I would like to see screenprints of where in the process it tells customers they must email to cancel.

  
  Sincerely,
  
  ***********************

  Business response

  12/03/2023

  Please see attached file. Here are the links of our Terms and Conditions and FAQ Page:
  ********************************************************
  ***************************************

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I commenced a trial of the VirtueMap app on 10/08/2022. I signed up for a paid subscription on 10/16/2022. I believe I cancelled this subscription; I am not certain of this. What I know for sure is the following:1) The app was not satisfactory. It was cumbersome to access and use this product.2) No subscription information appeared in my Apple ********** There is no account management information anywhere in the app.4) I received no renewal notice.5) My credit card was billed $49.99 around 10/08/2023. 6) A deep review of the VirtueMap website (beyond the app) was required to identify that plans can only be cancelled by email.7) When I contacted this business, I was informed that without sending the cancellation request (see #7) at least 48 hours prior to the charge processing, I was not eligible for a refund. See #4 for a reminder that I received no notice of the upcoming charge.8) After making multiple clear requests that I (see #1) was unsatisfied with the product and (see my surprise as suggested by #4) did not consent to being billed again for a service I was already not using, I was offered first a 30% refund, then a 50% refund, and refused a full refund claiming intellectual property.9) Please visit the VirtueMap page on the Apple app store for multiple accounts of this company's unreasonable and borderline corrupt practices. I only wish I had seen these reviews prior to giving the app my credit card information.10) Finally, this app advertises itself to peole with ADHD, which is a recognized disability. VirtueMap's predatory behavior is exploitative and reprehensible.

  Business response

  10/18/2023

  To Whom It May ****************** value the opportunity to address their concerns and provide clarity regarding our subscription policies and practices.
  
  Firstly, we want to clarify that we are committed to offering a transparent and user-friendly experience to all our customers. Subscription details are presented to customers during the checkout process, and it is explicitly disclosed that they are signing up for a paid subscription. We have attached proof of this disclosure, which clearly shows that the customer agreed to these terms before finalizing their subscription.
  
  Furthermore, it is indeed mentioned in our Terms and Conditions, which the customer also agreed to, that if they decide to cancel their subscription, they must do so at least two days prior to the renewal date of their subscription. Cancellation can be requested by reaching out to us via email or through our social media channels. This procedure is in place to ensure that customers have ample time to make decisions about renewals and avoid any unexpected charges.
  
  Regarding refund requests, our policy is outlined in our Terms and Conditions. Unfortunately, we cannot offer refunds for subscription fees that have already been paid. Our initial offer of a 30% refund followed by a 50% refund was made in an attempt to accommodate the customer's request within the framework of our refund policy. We respect the intellectual property of our service and our commitment to maintaining the highest quality.
  
  Lastly, we are aware of reviews on the Apple App Store expressing customer concerns. We take these reviews seriously and use them as valuable feedback for further improving our services.
  
  We hope that this response provides clarity on our subscription policies and the steps we have taken to address customer's concerns. We remain open to resolving this matter and ensuring the best possible experience for our customers.
  
  Sincerely,
  Virtue Map Team

• Initial Complaint

  10/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a 3 month plan of virtue map on July 2 for $49.99. Read the first emails and then realized it was completely useless.After the end of the 3 month plan, and without any notification they just charged me $74.99. There is no link nor way to cancel suscription in the app

  Business response

  10/04/2023

  Dear BBB,
  
  Regarding the recent complaint from a customer who purchased a ************************** subscription, we appreciate the opportunity to address the concerns raised.
  
  During the checkout process, all subscription details, including pricing, duration, and renewal terms, were communicated to the customer. We have attached evidence of this communication.

  
  While the customer decided not to continue using the service after the initial 3-month plan, our subscription terms clearly state that it will auto-renew unless canceled.
  
  We acknowledge the inconvenience the customer faced with the cancellation process within the app and are committed to improving this experience. We have provided instructions on how to cancel the subscription within our website.
  
  Thank you for your attention to this matter.
  
  Virtue Map Team
  

• Initial Complaint

  09/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a device on September 12th. Immediately the login information was incorrect. I took a screen shot sent it to the company only for them to resend me the login. Once again I told them I used that and it didnt work at this point I wanted a refund and I was within my 3 business day period per law besides the fact I was never able to log on which they acknowledged. The company then told me to continue to use the product for the remainder of the month as though they were doing me a favor after stealing my money again ignoring the fact I was unable to login. At this point the company is not competent enough to provide the services I paid for I just want my money back and to part ways. They also stated that I need to try the services for 7 days before cancelling and provide them in detail why I am cancelling. They did not provide the services they stated and have no right to tell me what I need to do nor will I provide u free research for the terrible Service you didnt provide. As I looked at reviews in the App Store I realize other customers have had similar issues. I am requesting a full refund they have acknowledged *** never logged in. The number that they have on file on pay pay goes directly to a voicemail with no company name. I want every cent of my refund. This is not a legitimate business and is a scam. I will not do business with a company that operates with no integrity. The company also told me they cancelled services which they didnt. I dont trust any service this company claims to provide without trust there is no business.

  Business response

  09/17/2023

  We apologize for the inconvenience you've experienced with our service. We take your concerns seriously, and we appreciate your feedback.
  We want to clarify that we have already processed your refund request, and you should have received an email confirmation regarding this matter. Your full refund will be returned to you in accordance with our refund policy.
  
  We understand your frustration with the initial login issues and the subsequent communication problems. Please know that this does not reflect our standard of service. We are continually working to improve and provide a better customer experience.
  
  If you have any further questions or concerns, please do not hesitate to reach out to our customer support team. We value your business and hope to have the opportunity to serve you better in the future.
  
  Thank you for your patience and understanding.
  
  Virtue Map Team

  Customer response

  09/18/2023

  Thank you so much for your assistance I would like to close this complaint. PayPal had resolved it and I will be leaving a review on your website warning people about this company. Please close the case.
  Thank you very much ??
  
  

• Initial Complaint

  08/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Virtue map has money from my bank account without my permission. I initially subscribed with a one time payment of $29.99. However there was no receipt sent, just an email saying congratulations. The next month I was billed for $49.99 without my permission. There is no billing or subscription option on their app or anywhere on my phone. I want to be refunded in full, but if Im not soon I will block my bank card. As many other people on here have identified the app is useless and a scam.

  Business response

  08/12/2023

  Dear Better Business Bureau,
  
  We appreciate your assistance in mediating the communication between us and the customer who raised a concern regarding their subscription with Virtue Map. We take customer feedback seriously and are committed to resolving any issues that *** arise.
  In response to the customer's complaint, we have thoroughly reviewed their case. We would like to provide you with additional information to shed light on the situation and demonstrate our commitment to addressing their concerns.
  
  Attached to this email, you will find the following documents:
  
  Screenshot of Checkout Page: We have included a screenshot of the checkout page that the customer completed when subscribing to our service. This screenshot clearly displays the subscription terms and the associated monthly fee. This serves as evidence that the customer agreed to the terms of the subscription at the time of signup.
  
  Customer's Order Details: A copy of the customer's order details, including the initial payment of $29.99 and subsequent charge of $49.99, is provided. These details showcase the progression of charges in accordance with the subscription agreement.
  
  Email Communication Regarding Subscription Cancellation: We have included copies of our email correspondence with the customer in which we addressed their request for subscription cancellation. Our customer support team responded promptly to their request and confirmed the cancellation.
  
  We want to assure you that we take this matter seriously and have already processed the subscription cancellation as per the customer's request. Additionally, we are committed to reviewing their request for a refund of the $49.99 charge. We will be in touch with the customer to provide them with an update on the refund process.
  
  If you have any further questions or require additional information to assist in resolving this matter, please do not hesitate to contact us. We appreciate your involvement in this case and value the opportunity to address the customer's concerns.
  Thank you for your time and attention to this matter.
  
  Sincerely,
  Virtue Map Team
  

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Virtue map has money from my bank account without my permission. I initially subscribed with a one time payment of $29.99. However there was no receipt sent, just an email saying congratulations. The next month I was billed for $49.99 without my permission. There is no billing or subscription option on their app or anywhere on my phone. I want to be refunded in full, but if Im not soon I will block my bank card. As many other people on here have identified the app is useless and a scam.

  Business response

  08/03/2023

  Dear BBB,
  
  I hope this message finds you well. We appreciate your assistance in addressing customer concerns and ensuring satisfactory resolutions. We would like to provide an update regarding the complaint filed by a customer regarding ******************.
  
  Upon receiving the customer's complaint about an unauthorized charge and dissatisfaction with our services, we initiated an immediate investigation into the matter. We take such issues seriously and strive to uphold the highest standards of transparency and customer satisfaction.
  After thorough review, we identified an error in our billing system that led to the customer being charged $49.99 instead of the agreed-upon $29.99 one-time payment. We sincerely apologize for any inconvenience this may have caused to the customer.
  
  I am pleased to inform you that we have taken prompt action to rectify this situation. We have processed a full refund of $49.99 back to the customer's bank account. I have attached the proof of refund from our payment provider for your reference. Additionally, I have included excerpts from our email correspondence with the customer, where they confirm receipt of the refund and express their appreciation for the swift resolution.
  We understand the importance of maintaining customer trust and upholding ethical business practices. Our team has also conducted a comprehensive review of our billing and subscription processes to prevent such issues from arising in the future. Our goal is to provide a seamless experience for our customers and ensure that their interactions with our app are transparent and secure.
  
  We thank the customer for bringing this matter to our attention, and we are grateful for the opportunity to rectify the situation. Should you require any further information or clarification, please do not hesitate to reach out to us. We remain committed to addressing customer concerns and continuously improving our services.
  
  Thank you for your understanding and support in resolving this matter.
  
  Sincerely,
  
  ******
  Virtue Map Customer Support
  
  Attached:
  Proof of Refund from Payment Provider
  Excerpts from Email Correspondence with Customer

  Customer response

  08/04/2023

  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

  06/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a one time virtue map purchase in June 2022 for their product. One year later, I got a charge on June 16, 2023, for $38.49 from Virtue Map. There was no purchase for their product in ************************ asked for whatsoever. This appears to be the same issue I see on BBB where this companies is placing people into subscriptions without telling them that they are being placed in such policies. I will be immediately canceling my credit card once I get a refund so they no longer have access to my card information.

  Business response

  06/23/2023

  Dear BBB,
  
  I am writing in response to the complaint filed by **** regarding their recent charge from Virtue Map. We appreciate the opportunity to address their concerns and provide clarification on the matter.
  
  Upon investigating the customer's account records, we found that on June 16, 2022, **** signed up for a Virtue Map Annual Plan Upgrade, which included access to our product for a full year. This upgrade was made available to customers as an option to extend the benefits and features of our services beyond the one-time purchase. The customer's subscription renewed automatically on June 16, 2023, as clearly stated in the terms and conditions of the Annual Plan Upgrade.
  
  During the checkout process, we take great care to ensure transparency and provide clear information about the subscription details. Attached to this response, you will find a sample of our checkout page, which prominently displays the subscription-based nature of the program and the auto-renewal policy. By proceeding with the purchase, customers like **** acknowledge and agree to these terms.
  
  We understand that misunderstandings can occur, and we apologize if there was any confusion regarding the subscription aspect of our product. We always strive to improve our communication and make our policies as clear as possible.
  
  To address ****'s concerns and prevent further renewal fees, we have immediately canceled their subscription. They will no longer be charged for any future renewals.
  
  We value our customers and their satisfaction is of utmost importance to us. In response to this incident, we have taken measures to further enhance our checkout process and ensure that customers have a clear understanding of the subscription terms before proceeding with the purchase.
  
  We appreciate the customer bringing this matter to our attention and allowing us the opportunity to resolve it promptly. Should **** have any further questions or concerns, we encourage them to contact our customer support team at **********************************************************.
  
  Thank you for your attention to this matter. We remain committed to providing excellent products and services to our valued customers.
  
  Sincerely,
  Virtue Map Team
  

  Customer response

  06/24/2023

  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

  06/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Virtue Map has, with no email, or notice, or provision of receipt or communication of any kind, charged my credit card $49.99. There is no communication from them or in the app account about this charge. There is no functionality or information on their app indicating Ive subscribed to a plan or have or will be charged in any documentation whatsoever. I did not approve this charge and have not used this account since December 2022. This company gives no information whatsoever on payment, fees, subscription status, cancellation directions.

  Business response

  06/07/2023

  We appreciate the opportunity to address the complaint raised by the customer regarding an unauthorized charge on their credit card by Virtue Map. We have thoroughly investigated the matter and have reached a resolution with the customer through email communication.
  
  Upon receiving the complaint, we immediately contacted the customer and provided a detailed explanation of the charge in question. As a gesture of goodwill, we offered the customer a partial refund to rectify the situation.
  
  Attached to this response, please find the email communication between Virtue Map and the customer, which clearly shows our efforts to address the issue. In their response to our email, the customer confirmed their agreement to the partial refund. We have processed the refund accordingly.
  
  Furthermore, we have promptly canceled the customer's subscription as per their request. They will no longer be billed for any future charges, and their account has been deactivated.
  
  We deeply regret any inconvenience caused to the customer due to this incident. We acknowledge the importance of clear communication, and we will use this feedback to improve our app and ensure that all necessary information, including payment details, fees, and cancellation instructions, is readily available to our users.
  
  Thank you for your attention to this matter. We remain committed to providing exceptional service and addressing customer concerns promptly.

• Initial Complaint

  05/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had made a one time purchase back in January 2023. They billed me again in May *********************** authorization. I did not purchase anything else nor did I sign up for a subscription.

  Business response

  05/31/2023

  Thank you for bringing this matter to our attention.
  
  Regarding the complaint from ***********************, we have conducted a thorough search in our system using the provided email address, ************************* Unfortunately, we could not locate any order associated with that email address.
  
  To help us resolve this issue, we kindly request the customer to provide us with the correct email address used when placing the order.
  
  Additionally, it would be beneficial if the customer could provide us with the following information:
  
  - Order ID or a screenshot of the transaction information: This would greatly assist us in identifying and locating the specific order in question.
  - Payment method used: It would be helpful to know whether the payment was made through ************ transfer, Apple Pay, or ****** Pay.
  - Exact email address used for payment: Kindly ask the customer to provide ** with the email address associated with the payment method used for their order.
  - Date of payment: Request the customer to provide the date when the payment was made. This will aid in locating the relevant transaction within our records.
  - Amount of payment: If possible, ask the customer to specify the exact amount paid for the order.
  - Full name and surname: Kindly ask the customer to provide us with their full name and surname as it was entered during the ordering process.
  - Last 4 digits of the card: If the payment was made using a card, it would be helpful to have the last 4 digits of the card used for the transaction.
  
  Once we receive the requested information, we will promptly investigate the matter and make every effort to resolve the issue for the customer. We kindly ask the customer to provide the details directly to us via the provided email address or any other preferred method.
  
  Thank you for your assistance in helping us communicate with the customer and resolve this matter. We remain committed to providing excellent customer service and resolving any issues promptly.
  
  Virtue Map Customer Support

*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. ↩