ComplaintsforSynapse Group, Inc.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am being charged for multiple magazine subscribtions which I am not recieving. Through a series of phone calls I was able to finally get a phone number for this company and when I called, a woman answered saying 'you have reached the medical alert line', when I told her I did not call a medical alert line and only want to dicuss magazine subscriptions, she spoke over me, and gave me her whole speech about how 'falling a real concern and they would like to sign me up for a device which I would wear around my neck in case of emergency'. When I told her this was not what I wanted to speak to her about, she again spoke over me, completely ignoring my request saying 'I understand your concern ma'ma but anyone can fall, can we sign you up for a trial'. I again told her this was NOT what I needed to discuss and she then hung up on me and put me through to a recorded 'test' asking me to add numbers, almost as an AGEISM indication. I hung up the phone laughing at the ridiculouness of the position I found myself in but was actually quite shocked that this was a LEGIT SCAM. I literally have NEVER filed a complaint with the BBB, but this is beyond insane. Not only is there apparently no way to contact the company about products I am being charged for and not receiving, but obviously the company is all about trying to sign people up for their medical allert device. Meanwhile, I aam still out several dollars being auto deducted from my account, with no product to show for it.

  

  Business response

  11/16/2022

  ******** *** **** ******* **** ********* ********** ****** ******** ******   ** ****** **** ********* ** ***** *** ********* **** ** ********                         ********* ******* ****** **** *** *****  
  
  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 **** ******, ******* ******, ******* *** ***** * *****, when she accepted our online promotional offer, which was presented to her after completing a ******* survey. The 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. 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 renewal charges were posted to her account. 
  
  On November 9, 2022, Ms. ****** contacted our automated customer service line and placed her subscriptions to **** ******, ******* ******, ******* *** ***** * *****, on “do not renew” status.  This would allow her to continue receiving the issues in her current term, however her subscriptions would not renew, nor would she be charged any renewal fees.
  
  Upon receipt of your correspondence, we cancelled Ms. ******’s subscriptions generating a full refund in amount of $71.54 back to her account, which includes the previous year’s charges. 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.
  
  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.
  
  We sincerely regret that Ms. ****** experienced any difficulty contacting our customer service line. If Ms. ****** can provide us with the phone number she dialed which brought her to the medical alert line, we will be more than happy to look into this further. 
  
  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

  11/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My minor (15/16 year old) child bought a book at a bookstore and during the checkout process she was told she would be getting free magazines. She didn't understand and gave her address. No bills have been sent via our home and no bills have been sent via email. She says she called to cancel via a phone call back in May but that the phone call was confusing. She has been charged a total of $107.58 for magazines she never wanted. I called and **** says they cannot refund any of this money. I called SYNAPSE and I they say they can only refund $27. This is a minor and they should not target minors. They should ask for a Date of Birth to make sure they are only targeting adults. This seems like a scam to take advantage of children who are not expecting to be charged for things they do not want. When the magazine came, she told me they were free from the bookstore. She has learned a lesson to monitor her account but I am really upset that even after she called that more charges have been coming. It has to be scam if kids are just charged on their debit cards and not sent bills via email or snail mail.

  

  Business response

  11/14/2022

  ******** *** **** ******* **** ********* ********** ****** ******** ******   ** ****** **** ********* ** ***** ************ **** ** ********                         ********* ****** *****  **** *** *****  
  
  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 we received an order in the name of ***** ***** for ****, ****** and ******** **** * **** and **** *******, when she accepted our promotional offer after making a purchase at a *************** store. The offer allowed her to choose from a selection of magazine titles 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 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 renewal charges were posted to her account.
  
  On November 5, 2022, Ms. ***** contacted our customer service center and cancelled her subscriptions to ****, ****** and ******** **** * **** and **** *******, generating a refund to her account reflecting the value of unserved issues in the total amount of $27.15.
  
  Upon receipt of your correspondence, we issued the remaining refund for the balance on her subscriptions in the amount of $80.35, which includes all the previous 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 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 **** 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

  11/14/2022

  
  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

  10/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Contacted Customer Service multiple times and they keep charging my credit card. They told me I was charged for a full year once again after I already cancelled. I asked what state they are located in and they said "Unfortunately, we are not located in the ****** ******" All of the charges on my credit card begin with "TME" or "TME* ********"

  

  Business response

  11/02/2022

  ******** ** **** ******* **** ********* ********** ****** ******** ******  ** ****** **** ********* ** *****           ***     ********* **** **  ********                      ********* ***** ********* **** *** ***** 
  
  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 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. 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 renewal charges were posted to his account.
  
  On July 20, 2022, Mr. ********* contacted our automated customer service line and cancelled his subscriptions **** ******* ********, ****** ******* ******, ******* and ******* ******, generating a full refund to his account in the amount of $70.30.
  
  Upon receipt of your correspondence, we issued the remaining refund to Mr. *********’s account for his subscriptions in the amount of $78.70.  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.
  
  Mr.********* can be assured that his subscriptions have been cancelled and he was not charged again after the cancellation. The charge dates on his statement were prior to the cancellation date. In addition, Mr. ********* can be assured that all renewal charges have been refunded to his account. 
  
  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

  08/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company has been charging me for ********s I never received. I must have filled out a survey and they stole my financial information. That or signed me up for automatic ******** renewal. ****.com and synapse Group, LLC are one in the same and have been stealing my money.

  

  Business response

  09/09/2022

  ********* ** **** ******* **** ********* ********** ****** ******** ******  ** ****** **** ********* ** *****           ***     ********* **** ** ********                      ********* ******* ****** **** *** ***** 
  I write in response to the inquiry registered with your office by consumer ******* ******. We genuinely regret the inconvenience that Ms. ****** experienced regarding her ******** 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 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. 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 renewal charges were posted to her account.
  
  Upon receipt of your correspondence, we cancelled Ms. ******’s subscriptions to **** ********* ********, ******** * **** ***, and ********** ********, generating a full refund in the amount of $140.99, which includes the previous year’s charges, back to her ****** account. We have also issued a refund check in the amount of $6.00 for the 2020 charges. Ms. ****** should allow 2-3 weeks to receive her refund check in the mail.
  
  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.
  
  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 ********s 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

  09/09/2022

  
  Complaint: ********
  
  I am rejecting this response because I would like the entire refund by snail mail check. 
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. As far as I can tell I haven’t seen a refund to the ****** account, but I do accept the resolution. I just would like a different method for my refund, please. Additionally, I would like to say that I won’t be receive any complimentary ********s because the address that’s been used is no longer the correct mailing address or electronically registered account does not actually exist. I do not have a known account with this company. Lastly, I am not sure how this company is continuing to be in business since it validated my exact complaint. Clearly, if a consumer fills out a survery and then is bolstered to an automatic renewal system and now must CALL a toll free number for cancellation, then this is the exact reasoning why consumers then have to make complaints to the Better Business Bureau. Thankfully the BBB has protected consumers like myself and afforded coverage from predatory services like Synapse Group. 
  
  Sincerely, 
  
  ******* ******

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

  

  Business response

  10/05/2022

  ******* ** **** ******* **** ********* ********** ****** ******** ******   ** ****** **** ********* ** ***** *** ********* **** ** ********                        ********* ******* ****** **** *** *****  
  I write in response to the inquiry registered with your office by consumer ******* ******. We genuinely regret the inconvenience that Ms. ****** experienced regarding her ******** subscriptions and have attempted to resolve her concerns.
  
  On September 7, 2022, we issued a full refund in the amount of $140.99 back to Ms. ******‘s ****** account. That same day, we received notification from ****** that were unable to process a refund back to her account in the amount of $48.50, resulting in the refund automatically being issued in the form of a check. Ms. ******’s should allow 2-3 weeks to receive her refund check in the mail.
  
  We have checked our ****** billing system and have confirmed that Ms. ******’s refunds totaling $92.49 were issued to her account. She may reference this transaction ID confirm that our refunds were processed (*****************). If Ms. ****** is still not showing these refunds posted to her account, she may contact our customer service center directly at 877-373-1936. One of our representatives will be happy to assist her.
  
  This is not a usual occurrence, and we understand Ms. ******’s frustration. 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

  08/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Over the course of a few weeks I have been billed $80.50. Every other day I’m billed 21 or 16 dollars. I never wanted these magazines. Not once have I gotten an email, or a call from this company confirming my order and I haven’t gotten the magazines I’ve paid for either! I would like a full refund.

  

  Business response

  08/24/2022

  ****** *** **** ******* **** ********* ********** ****** ******** ******  ** ****** **** ********* ** *****             ***      ********* **** ** ********                           ********* ****** ***** **** *** ***** 
  
  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 F*** * ****, ******* ***, ********** ******, and ******* ***********, when he accepted our online promotional offer, which was presented to him after completing a ******* survey. This offer allowed him to receive the first term of his magazine selections for a nominal fee of $2.00 for each subscription. The offer also provided that his subscriptions would automatically continue following the initial term and that the same credit card would be charged monthly if he did not call us to cancel.
  
  Prior to the subscriptions renewing, a renewal notification would be sent including the renewal details and the date the subscriptions needed to be canceled by to avoid further charges. The renewal notice also contains our toll-free phone number, email address and self-service website which can all be used to cancel subscriptions.
  
  Upon receipt of your correspondence, we cancelled Mr. *****’ subscriptions to **** * ****, ******* ***, ********** ******, and ******* ***********, generating a full refund in the amount of $80.50 back to his account.  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.
  
  Mr. ***** can be assured that his subscriptions have been cancelled and all renewal charges have been refunded. 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.
  
  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

  08/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had subscriptions which were never renewed only to discover my ****** has been charged for months!! I called their customer service number 6 times today only to be initially greeted and then silence. I tried to chat online with a representative named Mark whom I requested a phone call from. He said he would call but never did nor did he offer me the opportunity to explain my concern which was a simple request to refund the amounts charged. He just signed off. I am entitled to and expect a full refund of $36.38!

  

  Business response

  08/24/2022

  ****** *** **** ******* **** ********* ********** ****** ******** ******   ** ****** **** ********* ** ***** *** ********* **** ** ********                           ********* ******* ****    **** *** *****  
  
  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. This offer allowed her to receive the first term of her magazine selections for a nominal fee of $2.00 for each subscription. The offer also provided that her subscriptions would automatically continue following the initial term and that the same credit card would be charged monthly if she did not call us to cancel. 
  
  Prior to the subscriptions renewing, a renewal notification would be sent including the renewal details and the date the subscriptions needed to be canceled by to avoid further charges. The renewal notice also contains our toll-free phone number, email address and self-service website which can all be used to cancel subscriptions.

  
  On June 7, 2022, we received notification from ****** that Ms. **** disputed the charges for the subscriptions to **** ********* ******** and *****, resulting in the subscriptions being canceled and a full refund in the amount of $8.00 being processed to her account.
  

  On August 21, 2022, Ms. **** contacted our customer service via our online chat platform, and she had requested that we call her back directly. Our representative requested her contact information and forwarded her request to our customer service department. Ms. **** was then advised it could take up to five business days for a response.  
  

  That same day, Ms. **** contacted our customer service department again and requested to cancel her subscriptions to **** ******* ******** and ***** **** ********. Her request was honored and a full refund in the amount of $5.66 was processed to her account. 
  

  Upon receipt of your correspondence, we issued the remaining refunds for her subscriptions in the amount of $30.72, which includes the previous months charges. It should be noted, however, that although 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.
  

  Ms. **** can be assured that her subscriptions have been cancelled and all monthly 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
  

  
  

• Initial Complaint

  08/17/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I was signed up with 5 magazine subscriptions. I went to login to my account (an account I have had for years) when it told me that I did NOT have an account. So I contacted them via email on how to get into my account. next thing I know, I get an email that ALL of my subscriptions have been cancelled! I spent hours on chat and on the phone trying to rectify this with the company telling me that there is NO WAY for this to be reversed. That I cancelled the magazines!!!!!!!!!!!! This is obviously a bait and switch tactic and they offered me these magazines for $2 each per year and it is only been a couple months and now they have cancelled them. So apparently anytime ANYONE contacts them because they have locked you out of your account, they then cancel the magazines.

  

  Business response

  08/24/2022

  ****** *** **** ******* **** ********* ********** ****** ******** ******  ** ****** **** ********* ** *****             ***      ********* **** ** ********                          ********* ***** *******    **** *** ***** 
  
  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 two orders with our company when he accepted our online promotional offer, which was presented to him after completing a ******* survey.
  The first order was for ******* ********* ****** and **** ********* ********. The second order was placed for ********** *******, ********** ********** and **** * **** *******.
  Both offers allowed him to receive the first term of his magazine selections for a nominal fee of $2.00 for each subscription. The offers 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. 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.
  
  On August 12, 2022, Mr. ******* contacted our customer service center via our online website and requested additional information regarding his online account. Unfortunately, his subscriptions to ******* ********* ******, **** ********* ********, ********** *******, ********** ********** and **** * **** ******* were cancelled in error.
  
  This is not a usual occurrence, and we understand Mr. *******’s frustration, therefore we have placed a complimentary order for ******* ********* ******, **** ********* ********, ********** *******, ********** ********** and **** * **** ******* on August 19, 2022.
  
  These orders will be added onto his remaining subscriptions with the publisher. In addition, the updated expiration date will appear on his magazine's label after the publishers process these orders.
  Regarding Mr. *******’s online account, we will be sending him a link to reset his password to his email address ******************. Prior to clicking on the link, we recommend he clears the cache, cookies, and browser history on the web browser he is currently using.
  
  We apologize for the unsatisfactory experience Mr. ******* had with our company. 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

  08/29/2022

  
  Complaint: ********
  
  I am rejecting this response because:  I would accept this decision and have my magazines renewed but each time I go into my account (even after deleting cookies, cashe, etc) it shows I have NO active subscriptions and that the magazines were cancelled on 8-12-2022.  I have sent several messages about this but nothing has been done nor has anyone contacted me back.  Again, I would accept this solution since someone cancelled my subscriptions without my permission but I don't see where the magazine shave been put back onto my account.
  
  Sincerely,
  
  ***** *******

  

  Business response

  09/09/2022

  ********* ** **** ******* **** ********* ********** ****** ******** ******  ** ****** **** ********* ** *****           ***     ********* **** ** ********                          ********* ***** *******    **** *** ***** 
  
  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.
  
  To confirm, we have placed the complimentary subscriptions with the publisher directly for Mr. ******* therefore his online account will not reflect the subscriptions. We took the liberty of contacting the publishers to confirm the start date for each of Mr. *******’s subscriptions and we have listed the details below:
  
  For ******* ********* ******, the start date is October 2022 issue, and the subscription will expire with the September/October 2023 issue. Account Number# ***********
  
  For **** ********* ********, the start date is the September 2022 issue, and the subscription will expire with the September 2023 issue. Account Number# ********.
  
  For **** * **** ******** the start date is the September 2022 issue, and the subscription will expire with the August 2023 issue. Account Number# *********.
  
  For ********** **********, the start date is the September 2022 issue, and the subscription will expire with the September 2023 issue. Account Number# ********.
  
  For ********** *******, the start date is the September 2022 issue, and the subscription will expire with the October 2023 issue. Account Number# ********.
  
  If Mr. ******* does not receive any issues to his subscriptions, I would request that he please contact our customer service center directly at ###-###-####. One of our representatives will be happy to assist him.
  

  We apologize for the unsatisfactory experience Mr. ******* has had with our company. 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

  09/13/2022

  
  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

  06/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In 2019 I initiated a one year subscription for *** ******* ******** with Synapse Group Inc. I agreed to only a one year subscription. There was no agreement on my part to automatically renew this subscription every year and nor did I call to renew the subscription after that one year. Several months ago I realised that they have been billing me every year….and a slightly different amount each year. My subscription should have ended in 2020. I phoned them and they have reimbursed me for the the years 2021 - 2022, 2022 - 2023 but they have not, despite saying they would reimburse me for the year 2020 - 2021. Furthermore, I have had a subscription directly with *** ******* ******** and I have never received magazines from Synapse for the years in question. I am, therefore, complaining that I have not received a reimbursement for $42 for the year 2020 - 2021. I spoke to a supervisor and he promised to reimburse me for this amount but has not done so. Thank you for your help with this. This company is illegally charging customers’ credit cards and doing a scam business by not sending the magazines so you have no idea you are being charged for a non-existent subscription.

  

  Business response

  08/24/2022

  ****** *** **** ******* **** ********* ********** ****** ******** ******  ** ****** **** ********* ** *****             ***      ********* **** ** ********                          ********* **** ****     **** *** *****  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 **** * ****, when she accepted our promotional offer, which was presented by ******** ******** ******.  This offer allowed her to receive the first 90 days of her subscription risk free. The offer also provided that her subscription would automatically continue following the initial term and that the same credit card would be charged if she did not call us to cancel. 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 subscription at the end of her first term, the annual subscription charges were posted to her account. 
  
  On May 11, 2022, Ms. **** contacted our customer service center and requested to cancel her subscription to Food & Wine. Her request was honored and a full refund was processed in the amount of $87.00 back to her account, which included the previous year’s charge.
  
  Ms. **** contacted our customer service center again on May 17, 2022 and requested a refund for the charges posted to her account from 2020 through 2021 for **** * **** in the amount of $42.00. Her request was honored, and the refund was posted to her account on July 6, 2022.
  
  We have checked our billing system and have also confirmed that Ms. ****’s refund in the amount of $42.00 was issued to her account. She may provide her bank with the following reference number to confirm that our refund was processed (***********************).
  If Ms. **** is still not showing this refund posted to her account, she may contact our customer service center directly at ###-###-####. One of our representatives will be happy to assist her.
  
  Ms. **** can be assured that her subscription to **** * **** has been cancelled and the charges have been refunded to her account.  
  
  Lastly, despite multiple searches, we regret that we cannot locate an order for Bon Appetit in our system with the information provided in her complaint.  If Ms. **** can provide us with additional information regarding her magazine subscription, it would help us locate her account. 
  
  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

  03/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had these monthly charges to my bank account for YEARS, and I never even signed up for them. I call almost monthly to try and cancel the account, but I cannot get to a human. Their automated voicemail and email asks for information such as which magazine I am signed up for, what my account name is, but I HAVE NEVER RECEIVED A MAGAZINE and NEVER CREATED account. There is no way to cancel this subscription, which has charged me HUNDREDS of dollars. I have called and tried EVERY possible combination of magazines and usernames I use for things like this. The charges start 3/11/2020, and they have been once to five times a month for over two years, ranging from $3.35 to $7.34.

  

  Business response

  03/14/2022

  ***** *** **** ******* **** ********* ********** ****** ******** ******  ** ****** **** ********* ** *****             ***      ********* **** ** ********                         ********* ***** ***    **** *** ***** 
  
  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 Elle, Vogue, Cosmopolitan and Time, when she accepted our online promotional offer, which was presented to her after completing a Bizrate survey. The offer provided that her subscriptions would automatically continue following the initial term and that the same credit card would be charged monthly if she did not call us to cancel. 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. Prior to any billing event, a notice would be mailed to her reminding her of the upcoming billing, the amount that would be charged and the date by which to cancel to avoid being charged. We apologize if Ms. *** did not receive this notice.
  
  When we did not hear from Ms. *** that she wished to cancel her subscriptions at the end of her first term, the monthly charges were posted to her account.
  
  Upon receipt of your correspondence, we cancelled Ms. ***’s subscriptions to Elle, Vogue, Cosmopolitan and Time, generating a full refund in the amount of $442.80 to her account, which includes the previous years charges. 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. 
  
  We regret that Ms. *** experienced any difficulty using our automated customer service system.  The system was designed to provide customers with the most efficient means possible for addressing various concerns regarding their orders. 
  
  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

  02/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I subscribed to a single magazine and was told I could get several others included for free with the single subscription. I was not aware that after the first year these 'free' magazine converted paid subscriptions. I was told this notice was sent in the mail as a single card, not in an email. The card most likely looked intentionally like junk mail so I would not notice it. I have been getting 4 separate charges each month that are for $3-$4 for each and did not pay attention to these as well they were small. I feel this was fraudulently charged with very deceptive business practices by the merchant.

  

  Business response

  02/14/2022

  ******** *** **** ******* **** ********* ********** ****** ******** ******  ** ****** **** ********* ** *****             ***      ********* **** ** ********                      ********* ********* *********   **** *** ***** 
  
  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 promotional offer, which was presented by ******* after she had completed a survey following an online purchase. This offer allowed her to receive the first term of her magazine selections for a nominal fee of $2.00 for each subscription. The offer also provided that her subscriptions would automatically continue following the initial term and that the same credit card would be charged monthly if she did not call us to cancel. 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 have checked our records and found that Ms. *********’s renewal postcard notification was mailed to her. We apologize if she did not receive this postcard, as these are mailed to our customer’s as a reminder of future billing events.
  
  Please note that on December 23, 2020, 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 Ms. *********’s behalf.
  
  Upon receipt of your correspondence, we cancelled Ms. *********’s subscriptions to ****** ******* ******, ******** ******, ******* and **** ************, generating a full refund in the amount of $366.70 to her account, which includes the previous years refunds. 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.
  
  Ms. ********* can be assured that her subscriptions have been cancelled. 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.
  
  It is never our intention to mislead our customers and we sincerely regret that Ms. ********* was unhappy with her experience. 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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