Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 7, 2025, I was charged through PayPal for software subscriptions I purchased years ago. I had the 2 programs on a laptop that I've since retired. It crashed and it was destroyed. To end a subscription with Bright Market / Fast Spring, I was asked to call or email via PayPal. However, the phone number does not get a customer to a place where he/she can get service performed, and the website is designed to direct you to a "store" or use original information from time of purchase to file for cancellation. I was out of luck, as I do not have any access to my original purchase. Bright Market makes it horribly difficult to stop them from charging you for a product you no longer use or have access to. There is planned hindrance and little to no way to seek help.

  

  Business Response

  Date: 03/10/2025

  Hello. I am sorry for any perceived difficulty in reaching FastSpring in order to cancel your ongoing subscriptions. Upon receipt of your email communication on March 7th, your subscriptions were both cancelled as per your request.  If anything further is needed, please let us know.
  

• Initial Complaint

  Date:03/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am aware of this is a scam, Because I was required to make another purchase but it didn't go through,So I got skeptical and I am a victim of fraud,So that's why I am requesting a refund....Seems as though they are going by another name Called Fast Spring instead of Bright Market but using the same address for that name.

  

  Business Response

  Date: 03/10/2025

  Hello, Thank you for alerting us to your concerns. Your order has been refunded as requested.
  

• Initial Complaint

  Date:02/24/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bright Market LLC took $119.19 from my PayPal account

  

  Business Response

  Date: 02/25/2025

  Hello.

  The order for 1 Year of Mylio Photos+ was fully refunded on February 25th as the result of dispute notification received from PayPal.
  MYLIO###-###-####-74121B

  
  

  Customer Answer

  Date: 02/25/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22979905, and find that this resolution is satisfactory to me.
  
  Regards,
  
  S***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bright Market, LLC dba FastSpring executes online subscription payments for clients. I cancelled a monthly-plan subscription service for some music software (Virtual DJ) that cost $20.5/mo on January 13, 2023. Since then I have been charged for two years costing ~$500 in total. I finally tried to resolve the issue on July 2024, after months of confusion, by talking with a representative through email, the only available customer service interaction. They refused to mediate over the phone and refused to compensate me for what was $384.75 at the time, insisting I negotiate with their client (which has no customer service outlets either), they refused to provide some contact at Virtual DJ to do so. They did agree to cancel the billing, which I agreed to given no other options. Yet, they have continued to charge me every month since, amounting to a cost of ~$500 with no avenue to cancel.

  

  Business Response

  Date: 12/10/2024

  Hello,
  Thank you for bringing this to our attention.
  We’ve searched our records using the contact information you provided ([email protected]) and found a subscription history from 2022 that has not been active since. However, we could not locate any recent subscriptions or charges under this information.
  If there is a new subscription you’re referring to, could you please share the associated name and email address or provide a copy of your most recent invoice? This will help us investigate further and assist you more effectively.
  We’re eager to resolve this for you as quickly as possible and appreciate your prompt response.
  

• Initial Complaint

  Date:12/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I selected a one week trial period for speed-up software. That charge was $0.95 on November 18, 2024. I received that software and was charged accordingly. However, without my approval, I was later charged $39.95 on November 25, 2024 for a life-time subscription that I did not order and I did not approve. I didn't use it and I don't want it. I consider the charge was an error in the billing software that the company uses. Please refund the $39.95

  

  Business Response

  Date: 12/09/2024

  Thanks for reaching out! I apologize for your experience and appreciate you letting us know. I was able to locate the referenced order # DIG241125-7256-30572B for the subscription renewal and wanted to let you know the product provider must approve any refund requests. Please reach out to the seller via their support email address [email protected] directly to request a refund. Otherwise, you can create a case on our consumer support site for more information or additional assistance. I do apologize for the inconvenience. 

  Best,

  FastSpring Support

• Initial Complaint

  Date:11/01/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DO NOT use FastSpring I’m going to condense a long story, but my team received conditional approval from FastSpring compliance to use them as our payment provider. After 3 months of work and thousands of dollars spend developing our site, they stated they no longer have interest in providing service for our site. Direct quote from my rep: “..I guess things have changed in what our gateways are allowing..” Would have been nice to at least been informed of this change before we spent thousands of dollars and hours building a site around this payment platform. No response from my rep or the executive team on this matter either! STAY AWAY! NOT TRUSTWORTHY AND NON-RESPONSIVE TO ISSUES

  

  Business Response

  Date: 11/01/2024

  I am very sorry to hear of your experience.  I do believe that Customer Support can help you with this issue if you will reach out to us via [email protected].  Please mention this BBB complaint in the case and ask that the case be escalated to management.  Once we have your case in support we will work to escalate the issue on your behalf.

  FastSpring Support Manager

  Customer Answer

  Date: 11/04/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22500895, and find that this resolution is satisfactory to me.

  FastSpring addressed the complaint and resolved the issue. No further action needed. We can close this out. Thanks
  
  Regards,
  
  L*** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 11/04/2024

  The business contacted me directly and solved the issue at hand. The complaint has been addressed and resolved by the business. The complaint can be closed. 

• Initial Complaint

  Date:09/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged $299 dollars for a product that did not work from WPEVEREST on July 1st, 2024. WPEVEREST has since refunded my money but the complaint is referencing FastSpring payment processor. They have not given me a concrete answer on why my refund is being refused even though the company I originally bought the product from has "refunded" me. After going back and forth with FastSpring payment processor for over a month, they have since ceased communication without resolving the issue.

  

  Business Response

  Date: 09/17/2024

  Hello,

  FastSpring did reply to your inquiry about the refund on August 23.  The refund was successfully processed through our platform on August 16th. We also attached the refund document from the payment gateway, which is the proof of the refund from our end, so that you can provide to your bank so that they can explain why your account has not been credited for that refund.  I have attached that here and also attached a screenshot showing our response to your inquiry which you did not respond to.  Perhaps it was caught in a spam folder?  Please review your email for information from @fastspring.com.  Unfortunately, although we would like to be able to help you further, we do not have visibility into where you money went once it was refunded to your bank.  

  Customer Answer

  Date: 09/17/2024

  
  
  Complaint: 22294545
  
  I am rejecting this response because: I have contacted you since then multiple times on multiple different support tickets that I have explained the situation to my bank and they have no record of any refund. You indicated that the refund was processed on August 16th but another one of your support members indicated that the refund was on hold. One of your support members also indicated that you had "taken the businesses side on the matter". This directly contradicts what you have said in prior emails. You have not responded to multiple emails on the same thread as the original email for over a week. There was also no receipt attached in your response to the BBB and I have checked and double checked my email and there is no response from your support email address. Please advise.
  
  Regards,
  
  M*** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 09/18/2024

  Hello. I am sorry for any frustration you have been caused. Your order was refunded on August 5, 2024.

  Please let me know if you have any other concerns with which we can help.
  

  Customer Answer

  Date: 09/18/2024

  
  
  I am rejecting this response because: I have discussed this matter with my bank multiple times, including today and they have no record of a refund coming across to my account. You have still not responded to my emails regarding this issue. My bank has absolutely no record of such refund. 
  
  Regards,
  
  M*** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 09/18/2024

  Your internal email screenshot even states that the refund had been processed on August 16th. How can the refund be processed on August 5th? It is now over a month later and I have not received my money. 

• Initial Complaint

  Date:07/25/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an annual service for $199 on the homepage of the monica.im official website (BUTTERFLY EFFECT PTE. LTD). It is an AI network service. It uses FastSpring Bright Market, LLC as the payment and deduction channel. I don’t know much about overseas payments, and I don’t know why the amount of each purchase is different (all greater than $199). When I asked Fast Spring, they said that there are all kinds of messy and unclear fees in international payments. In the end, I used my American credit card to purchase and successfully paid $199. In fact, I only want to purchase the annual subscription service once. However, I paid more than $199 for many previous purchases. I wanted to refund the previous overpaid orders, but the after-sales staff of Monica and Fast Spring kept pushing back and forth, trying to find various reasons to shirk and refuse. This matter has been delayed for a month since the end of June. During this time, we communicated through more than 30 emails back and forth, but there was no refund.

  

  Business Response

  Date: 07/26/2024

  Hello. We would like to thank you for bringing this matter to our attention.

  I see that there were actually 2 separate orders place. Once of which was refunded on July 5th based on a dispute which was opened by your credit card provider. The remaining order for $199 USD remains active and I see that the provider has extended you and offer of 3 free months to address your inconvenience.

  Please let us know if any open concerns remain.

  Best Regards,

  B*** ******/Senior Platform Support Specialist
  

  Customer Answer

  Date: 07/26/2024

  
  
  Complaint: 22041745
  
  I am rejecting this response because:

  I made my position clear. It was indeed 2 orders.
  I negotiated with Monica and fastspring about the refund for the overcharged order on July 8th (this matter was back and forth after I had clearly agreed with Monica that the order on July 4th could be refunded (as evidenced by the reply email). battle20+ emails). The order you refunded was also placed on July 8th, and I also received the money. The matter was over at that time.
  
  
  Now you are telling me that there will be no refunds for orders placed on July 4th. You made a mistake and gave me an additional 3 months to use my account. This is absolutely unacceptable to me.
  
  Let me remind you again, the reason why this whole thing started is that Monica's official website said that the service is $199 for one year, and then I deducted more money every time I placed an order. You can't explain where the extra money is spent. What do you think? Consumer fraud! ! !
  
  The previous overcharges were said to be due to expenses incurred by my credit card. It was my problem (I thought it was very funny at the time. If I follow this logic, then I would have to pay the bill again for hundreds of purchases through my credit card, which you call me. s expenses).
  
  Then I asked for a refund now (which you agreed to in the first place and the email reply was clear), and you started to find reasons again, saying that you made a mistake and refunded the wrong money. Do you think I spent a month and energy, sent more than 20 emails back and forth to argue with you, and just because you said you made a mistake and refunded the wrong money, it’s over like that? ? ?
  
  This is still consumer fraud, which is why I complained to you on the BBB! ! !

   

  
  
  Regards,
  
  ***** *i
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 07/29/2024

  Hello,

  There were multiple orders placed. One in JPY and the other in USD. I have refunded both orders now and have cancelled both subscriptions.

  Please be aware when placing orders in foreign currency, it is not uncommon for banks to charge international currency exchange fees. These fees are outside of our control and we do not benefit from the collection of these funds in any way.

  I do apologize for any inconvenience. Please let me know if I can be of further assistance.

  Best Regards,

  B*** ******/Senior Platform Support Specialist
  

  Customer Answer

  Date: 07/31/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22041745, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *i
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am requesting a refund for the $199 service fee for the following reasons: Security Issues: After installing the Chrome extension associated with the service, my computer was infected with a virus. Shortly after creating my account, I received a dark web alert indicating that my personal information had been compromised. This raises serious concerns about the security and safety measures in place by the company. Conduct and Trustworthiness: Upon further investigation, I discovered a number of suspect positive reviews for the service. These reviews appear to be manipulated, leading me to believe that the company is engaging in deceptive practices to mislead potential customers. Due to these concerns, I decided to delete my account as I no longer trust the company or feel secure using their service. Billing Issue: The company charged me $199 on June 28, 2024, for the next year's service. When I contacted the company to request a refund, they refused to provide it. Given the significant security issues and questionable conduct, I am unwilling to continue with a service that compromises my security and engages in deceptive practices. Given these significant issues, I am unwilling to continue with a service that compromises my security and engages in questionable conduct. I have already deleted my account and am requesting a full refund of the $199 fee for the upcoming year as I will not be using the service. Thank you for your attention to this matter.

  

  Business Response

  Date: 07/30/2024

  Hello. Thank you for bringing your concerns to our attention. We have refunded your order as requested.

  Please let me know if I may be of further assistance.

  Best Regards,

  B*** ******/Senior Platform Support Specialist
  

  Customer Answer

  Date: 07/31/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21987741, and find that this resolution is satisfactory to me.
  
  Regards,
  
  N***** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/05/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am extremely disappointed with the Lasta fasting app. Not only did the app fail to work for me, but my experience with their customer service has been nothing short of a nightmare. I canceled my subscription right before my renewal date, yet they charged me an unauthorized renewal fee for an entire year. When I tried disputing this charge, they outright refused to refund me for an app I haven't used in over two months! This is unacceptable and feels like a blatant scam. I would strongly advise against using Lasta fasting app unless you want to be stuck with unwanted charges and no support.

  

  Business Response

  Date: 07/05/2024

  Hello,

  We thank you for letting us know of your experience. We understand that you are looking for a resolution to your issue and we want you to know that we are here to help you.
  
  As the merchant of record, we do not set the refund policy for the purchased products. Because of this, we need to obtain approval from the provider. We've taken the initiative to forward your request to the Support Team of the provider to initiate this refund process on your behalf. If you don't receive a response within 2 business days, please don't hesitate to inform us.

  Thank you,

  B*** ****** / Senior Platform Support Specialist
   
  

  Customer Answer

  Date: 07/08/2024

  
  
  Complaint: 21942898
  
  I am rejecting this response because:

  This was an unauthorized debit from my account. As someone who has not been using your service, I find this charge unacceptable.

  
  I canceled my subscription using your app and subsequently deleted the app in May. Despite this, I have been debited for a service I no longer use or have access to.
  
  I request an immediate reversal of the unauthorized charge and a confirmation that my account has been properly canceled.
  
  I ask that you please address this matter promptly.
  
  Thank you for your attention to this issue.
  
  Regards,
  
  S****** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 07/08/2024

  Hello,

  Perhaps you missed my last reply in which I stated that the refund  had been completed since response from the Lasta Support Team was not received within 2 business days.

  I do hope this resolves your concerns

  Please reach out if you have questions to [email protected]

  Regards,

  B*** ******/Senior Platform Support Specialist
  

  Customer Answer

  Date: 07/09/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21942898, and find that this resolution is satisfactory to me.
  
  Regards,
  
  S****** ********