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:06/26/2023

  Type:Service or Repair 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 tried this service back in April (4/17/2023), canceled within the $1 trial period. I have now been billed $49! It's been taken from my checking account with NO communication from them regarding the transaction and I have no way to contact them. Their site won't load, no one is available to assist when I call. I need a refund and a written/email confirmation that this account is canceled. It was a 21 day trial, I canceled within that time, why is it now billing me over 90 days later?! They should NO longer have access to my payment information! This should have been removed from their system.

  

  Business Response

  Date: 06/26/2023

  I've attached 3 screenshots. 1st screenshot - the subscription that the customer subscribed to is not a 21-day trial but a 10-day trial one. She subscribed on April 14th and her trial ended on April 24th. 2nd screenshot - shows that the member did not cancel but manually paused her membership on April 24th (date and time shown on screenshot - EST). 3rd screenshot - shows our billing system fulfilling the customer's request to pause her membership for 60 days which is why she wasn't charged for April 24 and May 24. The 60-day pause period ended on June 24th which is why she was charged.
  
  We will be providing the refund of the customer's payment and remove her from our system.

  Customer Answer

  Date: 06/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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.   I see that I have been removed from the system.   Regardless of it being paused (I don't recall that), I got NO reminder messages, emails or calls, I couldn't even get the website to load and now cannot see any history.   I have NOT received a refund as of yet.   I will be monitoring my account for this. 

  Regards,

  ******** *******

   

  Customer Answer

  Date: 06/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  I see that I have been removed from the system.   Regardless of it being paused (I don't recall that), I got NO reminder messages, emails or calls, I couldn't even get the website to load and now cannot see any history.   I have NOT received a refund as of yet.   I will be monitoring my account for this. 

  Regards,

  ******** *******

  

  Business Response

  Date: 07/01/2023

  We have already processed the cancellation of the customer's membership and processed the refund to her credit card. However, please note that it may take her bank 7-10 business days to reflect the credit.

   

  Thank you for understanding.

• Initial Complaint

  Date:10/07/2022

  Type:Sales and Advertising 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 fraudulently charged $50 by this company I have never heard of or utilized before in any way shape or form. I informed the company of that and they told me I had to know the persons full name and email address that’s illegally using my card in order for them to stop continuing charges. I have them all my emails I have which none have ever signed up for anything i know because I have never used this site. It seems like a scam and when I contacted support they stopped responding to me. And whoever used it did not use my email because I’ve searched and found nothing. I don’t use this site and never have. Not for a trial or for a membership. I had to cancel my virtual card but Im even sure how this company got my information to begin with and I don’t want this happening again.

  

  Business Response

  Date: 10/10/2022

  We apologize if we weren't able to response to the 2nd email as we do not have office during weekends. Unfortunately, we cannot divulge any information about the account to non-account owners. Since **** is claiming that their card has been used by someone else, we have advised her to contact her bank to complain about the fraudulent activity on her credit card information.

• Initial Complaint

  Date:08/16/2022

  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.

  Dates of transactions: May 8, 2022, June 8, 2022, July 8, 2022, August 8, 2022 The company charged me $49 each month listed above ($196 total). I put my account on pause in March due to the fact that they started charging me $49 ten days after the initial $1 charge. I thought it was a pause until I was ready to re-activate the membership. I did not receive any emails saying that the time limit for the pause was coming to an end nor was I notified that my card was being charged $49 every month since the pause ended. I also am unable to access any links that the membership is supposed to provide even though my account is being charged $49 a month for the past four months. I have reached out to support and they said my membership is active until September but no matter how many times I've gone back to the website to check, they refuse to issue me a refund. I have even sent a screenshot of the website showing my account is still paused and I cannot access any links on the website, they refuse to give me a refund. This is very shady business practices.

  

  Business Response

  Date: 09/15/2022

  Hey ********,
   
  I'm so sorry for the late response as I was only informed of this email yesterday. I will be getting in touch with the customer ***** ******** (**************************) with regard to her complaint and provide any refund or actions necessary to correct this misunderstanding. I will let you know once I've resolved the situation with the customer.
   
  Thank you so much and please let me know if you need anything else.
   
   
  ****
  eShop Marketer Support Team
  

  
  

• Initial Complaint

  Date:08/09/2022

  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 canceled within the 7 day window back in May. They charged my card 2 times

  

  Business Response

  Date: 09/15/2022

  Hey *********
   
  I'm so sorry for the late response as I was only informed of this email yesterday. I reviewed our records and I've seen that we have already contacted customer ******** ***** (****************************) and provided the necessary refund. I have attached the details.
   
  Is there anything else that we need to do on our end? If yes, please let us know and we would be happy to correct any misunderstanding.
   
  Thank you so much for your time.
  ****
  eShop Marketer Support Team