ComplaintsforCreativebug, LLC

• Initial Complaint

  03/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am 81 diagnosed with early Azheimers. I just discovered a $4.95 charge this month on my **** card for Creative Bug. I have no recollection of ever authorizing them. Reading their website this is something I would not have ANY use for at all.I went back through my paper records and found that they have been charging me this since November 2019, every month, which I failed to notice in my lengthy **** charge list. I do not have access to my earlier records.I had NO CONTACT from Creative Bug in all that time, so far as I know, other than this billing.I contacted Creative Bug, asking them to research my account and (1) let me know when I authorized this, (2) to refund all payments for services never used and of no use to me.They flat refused. Canceled future charges only, refused to even give me info about when I authorized. Said if I wanted to contest it, take it to my financial institution. In other words, "pound sand".,My **** carrier was willing to reverse past 90 days charges, which will amount to 4x$4.95.I see that Creative Bug currently still offers a "60-day no-commitment free trial", now $7.95. It is hardly "no commitment" if one is billed forever-after if the victim fails to catch on and take action.

  Business response

  03/10/2022

  Thank you for contacting us - we're sorry to hear you've had a frustrating experience. As a one-time courtesy, we have given you a two-month refund. You will find that credited back to your account. Please feel free to reach us at ********************************** should you have any other questions. 

  Customer response

  03/10/2022

   
  Complaint: 16851757a
  
  I am rejecting this response because:

   

  Giving me back a token two months of payments out of a never-use, never-accessed, and unwanted account that was charged monthly for over two years is ridiculous.

  Creative Bug, and ;presumably ***** Fabric, are well aware that customers, particularly older ones, are signing up for this unintentionally. And CB is doing nothing to verify intent beyond getting inititial access to an account. 

  Shame on them.
  
  Sincerely,
  
  ******** Vinsonativ

  Business response

  03/11/2022

  Hello there, we're sorry to hear that you do not accept our answer to your complaint. We wanted to share some context around our reply. First, we can confirm that you have been receiving emails from us since you first signed up. Upon sign-up, you were sent a series of welcome emails, and have since then received at least 1 email per month to share new classes and events. We do this with all members in order to encourage engagement and remind members that they have access to a subscription. Second, we want to ascertain that you did get the past 6 months refunded, as there were 4 months refunded from the bank and 2 months from us. Our stance on refunds is very much in line with industry standards with recurring subscriptions. If you pay for a Hulu subscription, for example, but do not watch anything on Hulu for months/years, they do not refund months or years of payments to you. They might refund the past month as a courtesy. With that in mind, we feel that 6 months of refunds is generous. We wish you the best and thank you for reaching out.

  Customer response

  03/11/2022

   
  Complaint: 16851757
  
  I am rejecting this response because:

   

  Since I did not realize that I was a paying member of this enterprise, I must assume that the communications looked like SPAM advertising and were dealt with accordingly. No concern on your part that the service was never used in any way.

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

• Initial Complaint

  01/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I canceled a previous subscription with Creativebug months ago but today they suddenly charged me again and reactivated my subscription without my consent. Im unable to log in to cancel and remove my credit card information and they dont list a phone number to call for assistance. Ive sent 2 emails to their support department and have heard nothing. I want Creativebug to cancel my subscription for good this time, refund the illegal charge they charged me today and permanently delete my credit card information.

  Business response

  01/27/2022

  Hi *****, Thank you for reaching out to us. We see that you contacted us by email on 01/26/22. One of our team members responded earlier today. They cancelled your subscription and advised that we do not process refunds as the payments were authorized and legitimate.
  
  
  

  Customer response

  01/27/2022

  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

  01/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been charged $4.95 by this website and I do not even have a login. I cannot even close the account when I do not have one! Please refund my Chime account for all $4.95 charges. I have no account number to give because I have none.

  Business response

  01/28/2022

  Hello Marni, We looked up your account and found a current paid subscription under the email address of ***********************, and we have now cancelled this subscription. 
  
  

  We hope this helps. If you have more questions, please reach out to us at **********************************.

• Initial Complaint

  11/22/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In November of 2020 I purchased a year subscription to Creativebug. Over the course of the year I probably accessed the website 10 times or so. I haven't used it at all in the last 4 or 5 months and honestly forgot I even had it.....way to busy to use this. Without any kind of notice at all I was charged $50 for another year on November 19. I called, I sent an email, I messaged on FB and texted information that I hadn't used the service in so long, forgot I was enrolled, and asked for a refund of $50. They are refusing. It seems to me.....at the very least....they would have sent a courtesy email letting me know my card would be charged.....I would have canceled promptly...and there would be no issue. Also now my account page says that my subscription has been canceled....which sounds like I can't access information anyway. I haven't tried to access the website because I don't want to make it look like I've accessed their information after being charged when all I want at this point is my money back for information I will not be able to use.

  Business response

  11/24/2021

  Hello, it appears that one of our customer service agents was able to find a resolution, refunding you the $50 payment and disabling your account. If you require any further assistance, please let us know.

  Customer response

  11/24/2021

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

• Initial Complaint

  09/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  CREATIVEBUG Will not allow me to access my account. I have forgotten my password and have repeatedly sent notifications through their website asking to reset my password. Each time the site posts that they have sent an email for me to follow through on resetting my password. That email never shows ** in any of my folders. This happens whether Im online or through their app! I have been dealing with this for months! I have emailed them stating this problem to no avail. Meanwhile they continue to deduct the monthly payment from my account. I googled them to find a one 800 number and cannot.

  Business response

  09/08/2021

  Hello ***,

  I am sorry to hear that you have been unable to access your account. We did respond to you on 08/25/21 and provide you with a temporary password. It seems that you may have not received this email response from us. These emails are sometimes classified as spam and will be sent to your spam or trash folders of your email box automatically. Our records show that you last logged into your account on 04/24/21. Since you have been unable to login since then, we have issued refunds for the monthly payments that occurred since then, 4 payments of $7.95 each. You should see these refunds reflect on your original form of payment within 3-5 business days.
  
  
  I have also updated your account with the email ********************** and provided a temporary password:
  
  
  cbug2021
  
  
  Once you login on the website (cannot be done within the app), you may update the password on your account to one of your choosing. You can do this by clicking the downward pointing arrow next to your profile picture/initial showing in the upper right hand corner of the screen. From the drop down menu, choose "Access My Account" and then enter the password you would like to use going forward in the "Choose Password" and "Password Confirmation" fields in the 'Account Information' section by clicking the "EDIT ACCOUNT INFO" button. You will then need to click the 'SAVE CHANGES" button that will then appear next to this section to save the new password.

  We hope this helps resolve your issues.

  
  

*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. ↩