ComplaintsforSynapse Group, Inc.

• Initial Complaint

  09/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had signed up for magazine subscriptions in 2023. This year I decided I didn’t want to continue my subscriptions, so I cancelled. I later learned that I was still being charged. I contacted the company and they said they were going to cancel my subscription and refund my money. I informed ****** and my bank which both denied my dispute. I haven’t received any magazines, and the charge is still on my account.

  

  Business response

  09/25/2024

  ********* *** **** ******* **** ********* ********** ****** ******** ******  ** ****** **** ********* ** *****           ***     ********* **** ** ********                      ********* ******* ******* **** *** ***** 
  I write in response to the inquiry registered with your office by consumer ******* *******. We genuinely regret the inconvenience that *** ******* experienced regarding his magazine subscriptions and have attempted to resolve his concerns.
  
  Our records show that *** ******* placed an order for ********** and **** ******* ********, when he accepted our online promotional offer, which was presented to him after completing a Bizrate survey. The offer allowed him to receive the first term of his magazine selections for a nominal fee of $2.00 each. The offer also provided that his subscriptions would automatically continue following the initial term and that the same credit card would be charged if he did not call us to cancel.
  
  Prior to the billing event, a notice was sent to *** ******* reminding him of the upcoming renewal, the renewal charge, and the date by which to cancel to avoid being charged. In addition, it is our policy that customers who wish to cancel may do so at any time by calling our toll-free customer service number, which is provided on our renewal notice.
  
  When we did not hear from *** ******* that he wished to cancel his subscriptions at the end of his first term, the annual subscription charges were posted to his account.
  
  On August 5, 2024, *** ******* contacted our service center via our online website and placed his subscription to ********** on “do not renew” status. This would allow him to continue receiving the remaining issues in his current term, however, at the end of his term the subscription would not renew, nor would he be charged any renewal fees.
  
  Mr. ******* contacted our service center again via our live chat on September 6, 2024, and requested to cancel his subscription to **** ******* ********. His request was honored and a refund for the unserved issues was generated in the amount of $42.30. Unfortunately, we were unable to process the refund back to his account, which resulted in a check refund being sent. Our records show check# ***** for $42.30 was mailed on September 16, 2024. *** ******* should allow 2-3 weeks to receive his check in the mail.
  
  Upon receipt of your correspondence and learning *** ******* hasn’t received any issues of his subscriptions, we issued the remaining refund for the balance on his subscriptions in the amount of $86.40, which includes the previous years charges. It should be noted that banks direct us to ask customers to allow one to two billing statements for written confirmation of the refund to appear, depending on their billing cycle.

  *** ******* can be assured that his subscriptions have been cancelled. Please be assured that customer satisfaction is very important to us, and we take great care in providing our customers with the highest level of service. 
  
  
  Sincerely,                             
  
  Synapse Customer Care
  

  
  

• Initial Complaint

  09/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I got signed up for a magazine subscription I do not want. I called and canceled . I made an account and canceled it. I sent two emails to cancel. They keep sending me magazines. Now they hang up when I call.

  

  Business response

  09/19/2024

  ********* *** **** ******* **** ********* ********** ****** ******** ******  ** ****** **** ********* ** *****           ***     ********* **** ** ********                      ********* ****** ********* **** *** ***** 
  
  I write in response to the inquiry registered with your office by consumer ****** *********. We genuinely regret the inconvenience that Mr. ********* experienced regarding his magazine subscriptions and have attempted to resolve his concerns.
  
  Our records show that Mr. ********* placed an order for ** ******, ******** ********** ********, and ******** ********** *******, following a purchase he made at a ********** ************* store. The offer allowed him to choose from a selection of magazines and receive the first 60 days of a 14-month subscription without charge.  After the trial period, his subscriptions would continue automatically and be charged monthly to the same credit card used for his ********** ************* transaction, unless he contacted our customer service department to cancel.
  
  Prior to any billing event, a notice would be mailed to him reminding him of the upcoming billing, the amount that would be charged and the date by which to cancel to avoid being charged. ********** ************* sales associates are instructed to inform customers of the terms of the offer and provide them with a copy of the brochure to keep. Customers are also informed that the credit or debit card number provided for their purchase will be forwarded to us for processing the magazine orders.
  
  On September 7, 2024, Mr. ********* contacted our customer service center and cancelled his subscriptions to ** ******, ******** ********** ********, and ******** ********** *******. Please note, Mr. ********* was still in his trial period, and therefore he was not charged for these subscriptions. 
  
  Mr. ********* can be assured that his subscriptions have been cancelled. Also, Mr. ********* may continue to receive one or two more issues of his magazines since they were in process at the time of cancellation. He may keep these with our compliments.

  We also regret that Mr. ********* experienced any inconvenience in using our toll-free customer service number. Please be assured that customer satisfaction is very important to us, and we take great care in providing our customers with the highest level of service. 
  
  
  Sincerely,                             
  
  Synapse Customer Care
  

  
  

• Initial Complaint

  09/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've paid ******** *hrough an auto renewal process that began last week over $200 in magazine subscriptions! These were a result of a door-to-door solicitor who was asking for community support (probably % of magazine sales goes toward solicitor organization) and I was not aware of the autorenewal (probably in fine print). I feel this is predatory and relying on people's forgetfulness to make money!

  

  Business response

  09/11/2024

  September 11, 2024
  
  
  
  
            Re:     Complaint Case #: ******** 
                       Consumer: *** ******
  
  
  Dear *** ***** 
  
  I write in response to the inquiry registered with your office by consumer Pam Hoover. We genuinely regret the inconvenience that *** ****** experienced regarding her magazine subscriptions and have attempted to resolve her concerns.
  
  Our records show that *** ****** placed an order for **** *** ****** ******** ******** ******* ******* **** * **** *** ***** ** ***** when she accepted our online promotional offer, which was presented to her after completing a ******* *survey. The offer allowed her to receive the first term of her magazine selections for a nominal fee of $2.00 each. The also offer provided that her subscriptions would automatically continue following the initial term and that the same credit card would be charged if she did not call us to cancel.
  
  Prior to the billing event, a notice was sent to *** ****** reminding her of the upcoming renewal, the renewal charge, and the date by which to cancel to avoid being charged. In addition, it is our policy that customers who wish to cancel may do so at any time by visiting our website, ************* which is provided on our renewal notice and on the customer’s billing statement with each charge. 
  
  When we did not hear from *** ****** that she wished to cancel her subscriptions at the end of her first term, the annual subscription charges were posted to her account.
  
  Please note that on July 9, 2024, we received notification from the publisher of **** *** ***** that the title had ceased publication and would be replaced with ******** ******* On this date a new order for ******** ****** was processed on *** ******** behalf.

  On September 4, 2024, *** ****** contacted our customer service center and placed her subscriptions Midwest Living, Magnolia Journal, Food & Wine and Taste of Home on “do not renew” status. This would allow her to continue receiving the issues in the current paid term, however at the end of the term, her subscriptions would not renew, nor would she be charged for any renewal fees. During that same inquiry, *** ****** cancelled her subscription to Southern Living. Please note, *** ****** was not charged for this subscription.
  

  *** ****** contacted our customer service center again using our self-service website and requested to cancel all her subscriptions. Her request was honored and a refund for the unserved issues was processed in the amount of $171.36 back to her account.

  Upon receipt of your correspondence, we issued the remaining refund for her balance on her subscriptions to **** *** ****** ******** ******** ******* ******* **** * **** *** ***** ** **** in the amount of $74.42. It should be noted, however, that although the refunds have been processed, banks direct us to ask customers to allow one to two billing statements for written confirmation of the refund to appear, depending on their billing cycle.
  

  *** ****** can be assured that her subscriptions have been cancelled.  Also, *** ****** may continue to receive one or two more issues of her magazines since they were in process at the time of cancellation.  She may keep these with our compliments.
  
  Please be assured that customer satisfaction is very important to us and we take great care in providing our customers with the highest level of service. 
  
  
  Sincerely,                             
  
  Synapse Customer Care
  

  
  

• Initial Complaint

  08/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Last year I received a survey which mentioned for $2 I would get a few (3-6 months) of 4 magazines. There was NO mention in anything that I would be billed a full subscription amount, and if it did, it was hidden and not in plain sight as it should be. I see another person had the same ordeal. I've contacted the company and they say I've been refunded, my bank account says otherwise. I have 2 transactions for $122!!! They claim yesterday I'm being refunded and the other payment will not go through because I'm cancelled. I'll review this complaint once I get all my money back that I never authorized them to take more than the $2/mag x 4 for a super discount, which I thought was a thank you for making a purchase but now more than 10 months later I'm finding out that there's a full subscription charge that just sneaks up on you, zero contact from the company, if you want complaints like this to stop, don't HIDE the fact that ****** will eventually be charged for a full subscription, maybe contact the customer via automated email to remind them to prevent all these complaints to begin with. Id rather an honest upfront and not a sneaky company to do any business with, I think your business would benefit from more transparency and follow up contact prior to charging, noone could find an account for me on these magazines, rightfully so, I never made one, only filled out to get a few months for $2 each. I was cool with $8-$10 for them, in this economy, it's rare to find ****** who've gotten super discounted to knowingly sign up for any subscription. If I'd be warned, id have called 3 weeks ago to make sure none of this happened. With zero contact, I find this to be scheme like in the manner that, unless you watch your accounts, they're probably hitting ****** with charges who don't even realize it. Sad really. We have bills and need food too,, just be upfront. Make it a pop up or something! Anything to avoid all of us being so upset with your company

  

  Business response

  08/15/2024

  ****** *** **** ******* **** ********* ********** ****** ******** ******  ** ****** **** ********* ** *****           ***     ********* **** ** ********                      ********* ****** ****** **** *** ***** 
  
  I write in response to the inquiry registered with your office by consumer ****** ******. We genuinely regret the inconvenience that Ms. ****** experienced regarding her magazine subscriptions and have attempted to resolve her concerns.
  
  Our records show that Ms. ****** placed an order for **** * ****, ****** ***********, ** ******, and ******, when she accepted our online promotional offer, which was presented to her after completing a ******* survey. The offer allowed her to receive the first term of her magazine selections for a nominal fee of $2.00 each. The also offer provided that her subscriptions would automatically continue following the initial term and that the same credit card would be charged if she did not call us to cancel.
  
  Prior to the renewal billing event, a notice was emailed to Ms. ****** on January 8, 2024, reminding her of the upcoming renewal, the renewal charge, and the date by which to cancel to avoid being charged. In addition, it is our policy that customers who wish to cancel may do so at any time by calling our toll-free customer service number, which is provided on our renewal notice and on the customer’s billing statement with each charge. We regret if Ms. ****** did not receive this notification.
  
  When we did not hear from Ms. ****** that she wished to cancel her subscriptions at the end of her first term, the annual subscription charges were posted to her account.
  
  On February 25, 2024, Ms. ****** contacted our automated customer service line and and placed her subscriptions to ****** ***********, **** * ****, ****** and ** ****** on a “do not renew” status. This would allow her to continue receiving the remaining issues in her current paid term, however, at the end of the terms her subscriptions would not renew.
  
  During this same inquiry, Ms. ****** also accepted a new order for **** * ****, ****** and ** ****** at a low promotional monthly rate. Following the promotional term, the subscriptions would continue, and the same terms and conditions would follow as the original order.
  
  Ms. ****** contacted our customer service center via email correspondence on August 14, 2024 and requested to cancel her subscriptions to **** * ****, ** ******, and ******. Her request was honored and we issued a refund in the amount of $124.00 back to her account.
  
  Upon receipt of your correspondence, we issued the remaining refund for her balance on her subscriptions in the amount of $23.17, which includes the previous years charges. It should be noted that banks direct us to ask customers to allow one to two billing statements for written confirmation of the refund to appear, depending on their billing cycle. 

  Ms. ****** can be assured that her subscriptions have been cancelled and all charges refunded to her account.  Also, Ms. ****** may continue to receive one or two more issues of her magazines since they were in process at the time of cancellation. She may keep these with our compliments. 

  
  Please be assured that customer satisfaction is very important to us and we take great care in providing our customers with the highest level of service. 
  
  
  Sincerely,                             
  
  Synapse Customer Care
  

  
  

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Date of transaction: 7/24/24 at 17:18. My daughter, who is a minor, was purchasing a book at ***** * ******* located in **** **** ******* ********** ** and the sales association, Margie, offered and subscribed her to your ******** offer of 2 months free and then my credit card is charged for the 3 magazine subscriptions going forward. I called and cancelled the subscription after my child told me, because she felt uncomfortable and didn't understand what she was being signed up for. I contacted the store and was told that they offer this to anyone age 10 years and up? You are taking advantage of minors and obtaining personal information / credit card information without parental consent. This is unacceptable to do to any person under the age of 18!

  

  Business response

  08/01/2024

  ****** ** **** ******* **** ********* ********** ****** ******** ******  ** ****** **** ********* ** *****           ***     ********* **** ** ********                      ********* **** ******** **** *** ***** 
  I write in response to the inquiry registered with your office by consumer **** ********. We genuinely regret the inconvenience that Ms. ******** experienced regarding her magazine subscriptions and have attempted to resolve her concerns.
  
  Our records show we received an order in the name of **** ******** for **********, ****** and ******* *****, when she accepted our promotional offer after making a purchase at a *************** store. The offer allowed her to choose up to three titles from a selection of magazines and receive the first 60 days of a 14-month subscription without charge.  After the trial period, her subscriptions would continue automatically and be charged monthly to the same credit card used for her *************** transaction, unless she called our toll-free customer service number to cancel.
  
  *************** sales associates are instructed to inform customers of the terms of the offer and provide them with a copy of the brochure to keep. Customers are also informed that the credit or debit card provided for their purchase will be forwarded to us for processing the magazine orders. 
  
  On July 25, 2024, Ms. ******** contacted our customer service center and cancelled her subscriptions to **********, ****** and ******* *****. Please note that Ms. ******** was not charged for these subscriptions.
  
  Ms. ******** can be assured that her subscriptions have been cancelled. Customer satisfaction is very important to us, and we take great care in providing our customers with the highest level of service. 
  
  
  Sincerely,                             
  Synapse Customer Care

  Customer response

  08/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  My complaint was that the store, ***, made the subscription offer to my daughter, who is a minor, and signed her up for the subscription service. I was not present, but my credit card was used when my daughter purchased a book and for the subscription. My daughter felt pressured and did not understand fully what she was being signed up for. When I called the store to complain that they are offering this subscription to minors, they said they were directed to offer to anyone age 10 and up. My complaint is that your subscription promotion is being offered to minors. 

   

   

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

  

  Business response

  08/06/2024

  ****** ** **** ******* **** ********* ********** ****** ******** ******  ** ****** **** ********* ** *****           ***     ********* **** ** ********                      ********* **** ******** **** *** ***** 
  
  I write in response to the inquiry registered with your office by consumer **** ********. We genuinely regret the inconvenience that Ms. ******** experienced regarding her magazine subscriptions and have attempted to resolve her concerns.
  
  *************** Sales Associates are instructed to only present the offer to a customer who has their own credit card. If a child were making a purchase using a parent's card, the Associate should not present the magazine offer to the child.
  
  Associates are also instructed to have the customers sign a receipt at the *************** store confirming the agreement to the terms of the offer.
  
  We regret Ms. ********’s daughter was presented with an offer. This is not a usual occurrence.
  
  As previously stated, Ms. ********’s subscriptions have been cancelled and her account was not charged for these subscriptions.
  
  Customer satisfaction is very important to us, and we take great care in providing our customers with the highest level of service. 
  
  
  Sincerely,                             
  Synapse Customer Care

  Customer response

  08/06/2024

  
  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

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On June 13. I made contact with ******** which is a company listed by Synapse Group Inc. I canceled 3 magazine subscriptions and they promptly refunded my money. On June 18, I received an email from my ****** account saying that my electronic payment to mags for $47.60 was declined and that it will retry the payment again in 3 days. It also shows that the payment was initiated on June 13. I logged into my ****** and tried looking up payments and I didn't see anything that shouldn't be there so I let it go at that time. On the 25th I received an email from my Capitol One account saying that my transaction for $47.60 was declined. That email gave me no information on what or who that payment was going to. I remembered the previous email saying a transaction was declined so I decided to check my ******** account and it shows that I closed my accounts so I'm confused as to why they are trying to debit my account. I reached out to them directly using the email on the ******** site. They asked for more information so I sent them the ****** email. The email listed on that transaction is paypalcustomerservice@********. They responded saying they aren't associated with that email. They can't help me. I thought maybe someone else is using a similar name so I decided to click on the email that was connected to that declined transaction and sure enough, I got an automated response from that same email I received from ********. They lied to me. Now here I am worried my account will be debited for this $47.60 that says it's going to mags but they say it's not them. I decided to do one more thing to see if anything related to that transaction shows up and it did. It was a previous charge to ******** for $61. Which was the amount they charged and then refunded. It's definitely their company trying to debit me and I've tried resolving it with the company directly but they claim it's not them. I just need any future charges to stop.

  

  Business response

  07/02/2024

  **** ** **** ******* **** ********* ********** ****** ******** ******  ** ****** **** ********* ** *****           ***     ********* **** ** ********                      ********* ******* ***** **** *** ***** 
  
  I write in response to the inquiry registered with your office by consumer ******* *****. We genuinely regret the inconvenience that Ms. ***** experienced regarding her magazine subscriptions and have attempted to resolve her concerns.
  
  Our records show that Ms. ***** placed an order for **********, ******, and ** ******, when she accepted our online promotional offer, which was presented to her after completing a ******* survey. The offer allowed her to receive the first term of her magazine selections for a nominal fee of $2.00 each. The offer also provided that her subscriptions would automatically continue following the initial term and that the same credit card would be charged if she did not call us to cancel.
  
  Prior to the billing event, a notice was mailed to Ms. ***** reminding her of the upcoming renewal, the renewal charge, and the date by which to cancel to avoid being charged. In addition, it is our policy that customers who wish to cancel may do so at any time by calling our toll-free customer service number, which is provided on our renewal notice and on the customer’s billing statement with each charge. 
  
  When we did not hear from Ms. ***** that she wished to cancel her subscriptions at the end of her first term, the annual subscription charges were posted to her account.
  
  On June 13, 2024, Ms. ***** contacted our service center via our online live chat and requested to cancel her subscriptions to **********, ******, and ** ******. Her request was honored and a refund in the amount of $63.50 was issued back to her account.
  
  Upon receipt of your correspondence, we issued the remaining refund for the balance on her subscriptions in the amount of $3.50, which includes the previous years charges. It should be noted that banks direct us to ask customers to allow one to two billing statements for written confirmation of the refund to appear, depending on their billing cycle.

  Despite multiple searches, we were unable to locate any charges in our system in the amount of $47.60 provided in Ms. *****’s complaint and that information was conveyed to Ms. ***** via email correspondence.
  
  Upon further research, we were able to locate the TransactionID provided in her screenshot directly on the ****** website and the results brought up the refund transaction details for her subscription to ****** magazine in the gross amount of $61.00. We sincerely regret any confusion or miscommunication on our part.
  
  If Ms. ***** would like to research this further, she can contact ****** directly and provide them with the Transaction ID to confirm her refund. (Additionally, Ms. ***** can reference TransactionID *****************)
  
  Ms. ***** can be assured that her subscriptions have been cancelled and all charges have been refunded to her account.  Also, Ms. ***** may continue to receive one or two more issues of her magazines since they were in process at the time of cancellation.  She may keep these with our compliments.

  Please be assured that customer satisfaction is very important to us, and we take great care in providing our customers with the highest level of service. 
  
  
  Sincerely,                             
  
  Synapse Customer Care
  

  
  

  Customer response

  07/03/2024

  
  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. The attempted charges seem to have stopped since I've contacted the BBB. Thank you. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  06/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I consented to a magazine subscription for a year to get a discount at the book store. Now the magazines just keep coming. I recently checked on why???? I looked up the number on the **** ******* magazine label, and the account site states that I ordered another year's subscription which I MOST DEFINATELY DID NOT. I fail to understand how any company can falsify information and then charge for their lies. This business has no integrity, nor any proper business ethics. I demand a refund and a documentation on this criminal activity as a warning to others not to trust this company. Order #*************, $40.00 charged, 3/6/2024.

  

  Business response

  06/11/2024

  **** *** **** ******* **** ********* ********** ****** ******** ******  ** ****** **** ********* ** *****           ***     ********* **** ** ********                      ********* ******** **** **** *** ***** 
  I write in response to the inquiry registered with your office by consumer ******** ****. We genuinely regret the inconvenience that Ms. **** experienced regarding her magazine subscriptions and have attempted to resolve her concerns.
  
  Our records show that Ms. **** placed an order for ******** ********** ******** and **** ******* Magazine, when she accepted our promotional offer after making a purchase at a *************** store. The offer allowed her to choose from a selection of magazines and receive the first 60 days of a 14-month subscription without charge.  After the trial period, her subscriptions would automatically continue and be charged semi-annually to the same credit card used for her *************** transaction, unless she called our toll-free customer service number to cancel.
  
  *************** sales associates are instructed to inform customers of the terms of the offer and provide them with a copy of the brochure to keep. Customers are also informed that the credit or debit card provided for their purchase will be forwarded to us for processing the magazine orders. 
  
  When we did not hear from Ms. **** that she wished to cancel her subscriptions at the end of her first term, the semi-annual subscription charges were posted to her account.
  
  Upon receipt of your correspondence, we cancelled Ms. ****’s subscriptions to ******** ********** Magazine and **** ******* Magazine, generating a full refund in the amount of $118.26 back to her account. It should be noted, however, that banks direct us to ask customers to allow one or two billing statements for written confirmation of the refund to appear, depending on their billing cycle.
  
  Please be assured that customer satisfaction is very important to us and we take great care in providing our customers with the highest level of service. 
  
  
  Sincerely,                             
  
  Synapse Customer Care
  
  

• Initial Complaint

  05/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  It appears that Synapse operates under the name ********. They conract with merchants to offer promotional magazines to unwitting customers who think they are getting a free promotion only to find later that they are getting BILLED for something they never asked for. What's worse is that my wife ordered two promotional magazines believing they were free, and as we live in different locations, I was never notifiied of any charges (I get ****** and ***** ****** but throw them away at the mailbox as JUNK as I have ZERO ***e to read useless magazines that I never ordered.) I tried to cancel and even asked for the home office in ******** ** (woith a non-working phone number!) and all I got was some customer service ******** from *****! (They said they would have Erin C***** call me in a few minutes but nothing has happened.) All that aside, I just got a postcard in the mail telling me that if I don't cancel, I will be billed for another year of magazines I don't want and never ordered. I basically want a FULL refund of every penny that's been collected since this SCAM began in 2015 or I will contact every person on this BBB list and file a Class Action suit against he company and Ms. C***** personally for perpetrating this kind of predatory marketing by Synapse.

  

  Business response

  05/30/2024

  *** *** **** ******* **** ********* ********** ****** ******** ******  ** ****** **** ********* ** *****           ***     ********* **** ** ********                      ********* *** ****** **** *** ***** 
  
  I write in response to the inquiry registered with your office by consumer *** ******. We genuinely regret the inconvenience that Mr. ****** experienced regarding his magazine subscriptions and have attempted to resolve his concerns.
  
  Our records show that Mr. ****** placed an order for ***** ****** and ******, when he accepted our online promotional offer, which was presented to him after completing a ******* survey. The offer allowed him to receive the first term of his magazine selections for a nominal fee of $2.00 for each subscription. The also offer provided that his subscriptions would automatically continue following the initial term and that the same credit card would be charged if he did not call us to cancel.
  
  Prior to each billing event, a postcard notification was mailed to Mr. ****** reminding him of the upcoming renewal, the renewal charge, and the date by which to cancel to avoid being charged. In addition, it is our policy that customers who wish to cancel may do so at any ***e by calling our toll-free customer service number, which is provided on our renewal notice and on the customer’s billing statement with each charge. 
  
  When we did not hear from Mr. ****** that he wished to cancel his subscriptions at the end of his first term, the annual subscription charges were posted to his account.
  
  On September 13, 2022, Mr. ****** contacted our automated customer service line and placed his subscription to ***** ****** on “do not renew” status.  This would allow him to continue receiving the issues in his current term, however his subscriptions would not renew, nor would he be charged any renewal fees.

  Mr. ****** contacted our customer service center on May 29, 2024, and requested a full refund for all charges for ******. His request was honored, and a cancellation and a full refund was issued in the total amount of $339.00 to his account, which includes the previous years charges.
  
  Upon receipt of your correspondence and learning Mr. ****** wanted a full refund for all charges for ***** ****** too, we issued the remaining refund for his subscription in the amount of $220.00, which includes the previous years charges. It should be noted that banks direct us to ask customers to allow one to two billing statements for written confirmation of the refund to appear, depending on their billing cycle.

  Our records also show that we contacted Mr. ****** on May 29, 2024, and May 30, 2024. We had left messages confirming the cancellation and full refunds that were processed to his account.
  

  Mr. ****** can be assured that his subscription to ****** has been cancelled and a full refund of all charges was issued to his account. Also, Mr. ****** may continue to receive one or two more issues of his subscription since it was in process at the ***e of cancellation.  He may keep these with our compliments.
  
  Regarding the orders placed under his wife’s name, we request Mr. ****** provide us with her full name and her full address so we can locate the orders and process a cancellation.
  
  Please be assured that customer satisfaction is very important to us, and we take great care in providing our customers with the highest level of service. 
  
  
  Sincerely,                             
  
  Synapse Customer Care
  

  
  

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I canceled two magazines from company. But everyday they try to take 25 and change from my account. I call them daily. They promise every day that the card won't be charged. Yet everyday my card is hit by them. They went as far as to say all my information will be deleted. But somehow it never is. I'm about to have to close my account to fix problem. I want this fixed as I have high blood pressure and anxiety over this and can't deal with their lies and shady business practices.

  

  Business response

  05/13/2024

  *** *** **** ******* **** ********* ********** ****** ******** ******  ** ****** **** ********* ** *****           ***     ********* **** ** ********                      ********* **** ****** **** *** ***** 
  
  I write in response to the inquiry registered with your office by consumer **** ******. We genuinely regret the inconvenience that Ms. ****** experienced regarding her magazine subscriptions and have attempted to resolve her concerns.
  
  Our records show that Ms. ****** contacted our customer service center on April 13, 2024, and requested to have all her personal account information, including any order details, removed from our system. Her request was honored, and an email was sent to Ms. ****** confirming this request was completed on April 20, 2024.
  
  As her account information has been removed and purged from our database, we are very limited with the information that we can access. After viewing the written request from her original inquiry, we can see Ms. ****** placed an order for ********** *** ******** and ***** on September 9, 2023.
  
  Additionally, we are unable to process requests for removal of an account when a customer has active orders, therefore, we can also confirm that her subscriptions were cancelled.
  
  To summarize, Ms. ******’s subscriptions to ********** *** ******** and Maxim have been cancelled. She may continue to receive one or two more issues of her magazine since they were in process at the time of cancellation, however her account will not renew, nor will she be charged any additional fees. Please be advised any renewal fees that were attempted to her account have stopped as her order has been cancelled and removed from our system.
  
  Please be assured that customer satisfaction is very important to us and we take great care in providing our customers with the highest level of service. 
  
  
  
  Sincerely,
  Synapse Customer Care
  
  

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was signed up for a service from ********** **** ***** without my knowledge. I believe this was through ********** ********** where they sent a scratch card to get free copies. However i did not know and there was no way to know that sending them the address also signs me up for further subscriptions without me giving them the payment details. I called ********** **** ***** customer care and they say the folks who initiated this transaction was Synapse. After seeing charges every month that I had not signed up for i decided to call highlights, i have not called synapse, but this is blatant misuse of giving free stuff and making people sign up for things they dont know of. Please cancel this subscription, we have not recieved any books, may have lost during mail forwarding. Now i get this delinquent charges and i do not wish to pay this for a service that i did not ask for.

  

  Business response

  04/26/2024

  ***** *** **** ******* **** ********* ********** ****** ******** ******  ** ****** **** ********* ** *****           ***     ********* **** ** ********                      ********* ****** ***** **** *** ***** 
  
  I write in response to the inquiry registered with your office by consumer ****** *****. We genuinely regret the inconvenience that Mr. ***** experienced regarding his magazine subscriptions and have attempted to resolve his concerns.
  
  Our records show that Mr. ***** placed an order for ****** * *******, ****** ***********, ******** ****** and ********** **** **** when he accepted our online promotional offer, which was presented to him after completing a ******* survey. The offer allowed him to receive the first term of his magazine selections for a nominal fee of $2.00 each. The also offer provided that his subscriptions would automatically continue following the initial term and that the same credit card would be charged if he did not call us to cancel.
  
  Prior to the billing event, a notice was mailed to Mr. ***** reminding him of the upcoming renewal, the renewal charge, and the date by which to cancel to avoid being charged. In addition, it is our policy that customers who wish to cancel may do so at any time by calling our toll-free customer service number, which is provided on our renewal notice and on the customer’s billing statement with each charge. 
  
  When we did not hear from Mr. ***** that he wished to cancel his subscriptions at the end of his first term, the annual subscription charges were posted to his account.
  
  In regard to the attached invoice from Highlights Puzzle Club, Mr. ***** would need to contact ********** ****** **** directly as this invoice is not from our company. He can call them directly at ###-###-#### and reference the account number***-***-****
  
  If Mr. ***** would like to cancel his magazine subscriptions, we request that he contact our customer service center directly at ###-###-####. One of our representatives will be happy to assist him.
  
  Please be assured that customer satisfaction is very important to us, and we take great care in providing our customers with the highest level of service. 
  
  
  Sincerely,                             
  
  Synapse Customer Care
  
  

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