ComplaintsforBK Class Inc.

• Initial Complaint

  05/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a solicitation in the mail from BK class *** to take my second bankruptcy course required. I paid the company a $25 fee for the certificate and 6.25 conv***e fee and 6.95 administration fee. It was $38.20 in total on 05/02/24. I was sure to Uncheck all the extra fees boxes and didn't authorize my card to be charged AGAIN on 05/04 for ***** or 05/05 for another *****. I want to be refunded and my card to never be charged again. This is obviously a scam. It's the same thing you've done to countless others!

  Business response

  05/08/2024

  Dear ************,
  
  We humbly extend our deepest apologies for the considerable challenges you have encountered,especially during what we understand to be a deeply trying period marked by personal bankruptcy and subsequent financial distress. Your well-being holds the utmost significance to us, and we sincerely regret any hardship that our services may have unintentionally contributed to during this difficult time.
  
  Above all, it is imperative for us to convey that your concerns are being treated with the utmost gravity, and we are fully committed to resolving them with the highest level of care and diligence. This is precisely why we have taken the initiative to issue a complete refund for any and all optional additional products and/or services that you have brought to our attention. Our foremost priority remains to alleviate any further burden and to restore your confidence in our services,as we recognize the profound impact that financial difficulties can have on individuals and families alike.
  
  We acknowledge and deeply empathize with the distress caused by the statement attributed to us, namely "[t]his is obviously a scam. It's the same thing you've done to countless others!" We want to emphasize that such language does not align with our ethical standards or our intentions. It is our unwavering commitment to address all issues you have encountered with fairness and transparency; however, it is essential to clarify that we reserve the right to address any false,potentially libelous, and/or inflammatory statements through appropriate legal channels. While we remain steadfast in prioritizing constructive dialogue and resolution, it is imperative to safeguard our reputation against unfounded accusations. Our aim is to ****** a respectful and productive exchange, but we must also protect our organization from unjustifiable harm caused by false and defamatory remarks.
  
  Upon receiving your BBB case, we immediately initiated a thorough investigation into the debiting of your credit or debit card. Rest assured, we are committed to rectifying this matter promptly and ensuring that you are provided with the necessary support and assistance.
  
  Regarding the perceived problem highlighted in your communication, we take such feedback seriously and consider it an opportunity for improvement. We are committed to identifying and addressing any systemic issues to ensure a smoother experience for all our clients. That is why we want to clarify that we have been utilizing BOTH internal as well as external third-party IT assessment professionals to identify and replicate the issue(s) you are referring to from a technical standpoint. None of them have been able to duplicate what you have described.  It is possible; however, that one or more of the following user-related issues could account for what happened to you: 
  
  1. Unsupported Internet browsers: Some internet browsers may not be fully compatible with our website, leading to compatibility issues during transaction processing. Using browsers that are not supported by our system can result in errors and interruptions.
  2. Out-of-date browsers: Failing to update your internet browser to the latest version can lead to compatibility issues and potential errors during transactions. It's essential to regularly update your browser to ensure optimal performance and compatibility with our website.
  3. Unsupported platforms: Our system may not be fully compatible with platforms other than widely used ones, such as Windows, macOS, or Linux. Using unsupported platforms can result in processing inconsistencies and errors during transactions.
  4. Malware: Malicious software on your device can interfere with our system's functioning and cause processing errors. It's crucial to regularly scan your device for malware and ensure that it is adequately protected to prevent such issues.
  5. Having multiple browser tabs open: Having multiple tabs open while processing a transaction can overwhelm system resources and result in errors. It's advisable to close unnecessary tabs and streamline your browsing activities during transactions to avoid such issues.
  Running multiple browsers simultaneously: Running multiple instances of different browsers simultaneously can introduce conflicts and create processing errors. It's best to limit your browser usage to one instance during transactions to minimize potential conflicts.
  6. Multiple incomplete registrations: Having incomplete registrations or sessions open on multiple devices or platforms can lead to errors during transactions. It's important to ensure that all registration processes are completed fully and accurately to avoid such issues.
  7. Interactions with browser navigation buttons: Using browser navigation buttons during the transaction process can disrupt the flow and cause errors. It's advisable to refrain from using browser navigation buttons until the transaction is completed to avoid potential interruptions.
  8. Failure to save deselected products/services: If changes made during the transaction process, such as deselecting products or services, are not saved properly, it can lead to errors. It's important to ensure that all changes made during the transaction process are saved correctly to avoid such issues.
  9. Failure to save selected products/services: Similarly, if selected products or services are not saved correctly during the transaction process, it can result in processing errors. It's essential to double-check and ensure that all selected products or services are saved accurately to prevent such issues.
  10. Slow or unstable internet connection: Inadequate internet speed or connectivity issues can disrupt the transaction process and lead to errors.
  11. Server-side issues: Temporary glitches or maintenance on our server can affect transaction processing.
  12. Firewalls or security settings: ****** restrictive firewall or security settings on your device or network can interfere with transaction processing.
  13. Browser extensions or add-ons: Certain browser extensions or add-ons may conflict with our website's functionality and cause processing errors.
  14. Device compatibility issues: Compatibility issues with your device's operating system or hardware can impact transaction processing.
  15. Time-sensitive interruptions: Interruptions such as power outages or system crashes during the transaction process can result in errors.
  16. Incomplete payment information: Failure to provide complete and accurate payment information during registration can lead to processing errors.
  17. Session timeouts: Timing out of sessions due to inactivity during the transaction process can disrupt the flow and cause errors.
  18. Browser cache and cookies: Accumulated cache and cookies on your browser may interfere with transaction processing and lead to errors.
  19. Geographic location: Geographical restrictions or limitations may affect transaction processing based on regional regulations or restrictions.
  
  It is crucial to note that we engage the services of a merchant account service provider and application for transaction processing purposes. This selection is rooted in our steadfast commitment to safeguarding the confidentiality and security of client financial information. As a consequence, we neither collect nor retain any client financial data within our organizational infrastructure.
  
  It is pertinent to highlight that our fee structure is designed to align with industry standards,yet our approach to fee processing diverges in certain respects. Contrary to prevalent practices among other service providers, all fees associated with our offerings are processed at the point of registration. However, an idiosyncratic feature of our policy is the deferment of certain fees to subsequent dates.This deferred processing arises from our conscientious decision to withhold the collection of payments for optional and additional products and services until they have been transmitted to the client and/or effectively implemented. This meticulous protocol ensures that clients receive optimal value from our supplementary offerings before any financial transactions are finalized.
  
  It is also imperative to underscore our adherence not only to the Payment Card Industry (PCI) ********************** (DSS), but also to the guidelines and mandates enforced by other federal government agencies, and the rigorous measures undertaken to uphold compliance. These constitute a comprehensive framework of security standards meticulously crafted to safeguard the integrity and confidentiality of credit card information. The paramount objective of these standards is to fortify the security posture of organizations engaged in online transactions,thereby instilling trust and confidence among consumers regarding the protection of their sensitive financial data.
  
  While we aspire to align with the recommendations of these esteemed organizations, it is important to acknowledge that achieving perfect compliance with all guidelines may present challenges. Nevertheless, we remain dedicated to continuously improving our practices and processes to better serve the needs of consumers by actively engaging with these regulatory groups and incorporating their guidance and recommendations into our operations, we demonstrate our commitment to fostering trust and confidence among our valued clientele.
  
  We want to emphasize that while one BBB case among every two thousand clients we serve is not acceptable to us, because we strive for zero BBB cases, it is indicative of our organization having good intentions and being pro-consumer, or the ratio of BBB cases would most surely be significantly higher.  Furthermore, unlike many, if not most BBB cases involving other organizations, BK Class have never been accused of withholding or denying one of our clients a full refund. This too is indicative of our good intentions.  It is our goal for our clients to feel our commitment to consumer satisfaction remains unwavering, as we continuously strive to improve our services and address any concerns raised by our clients.
  
  Regarding the charges you maintain you never authorized; we want to clarify once again that a credit/refund for this amount was issued on the same day we were first made aware of it. In fact, we issued you a full refund for all the optional additional products and/or services that you have addressed.  We want to reassure you that BK Class has a policy of providing our clients with immediate and full no-questions-asked refunds, even if the products and/or services have already been sent and/or implemented. To date, no client has ever been denied a refund request.
  
  Once again. we sincerely apologize for any inconvenience you have experienced and assure you that your satisfaction is our top priority. Should you require further assistance or clarification, please do not hesitate to contact us directly.
  
  Thank you for bringing your concerns to our attention as we strive to improve our services and ensure the satisfaction of all our clients.
  
  With heartfelt empathy,
  
  BK Class, Inc.
  

• Initial Complaint

  05/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was solicited by mail along with my paperwork that I needed to take a second financial class. Before my meeting with my creditor and the bankruptcy trustee. I paid for the class and the amount was 79.00 then I start having multiple payments drafted from my account after I paid and completed the class. This company is committed thief of my money and I want my account back in order.

  Business response

  05/30/2023

  Dear Mr. *******
  
  We extend our sincerest apologies for any distress or discomfort caused by the matter you recently brought to our attention. Our organization deeply values the well-being of our clients, and we are committed to ensuring your satisfaction as a top priority.
  
  Throughout the past decade, our organization, one of the nation’s most reputable educational organizations, has had the privilege of serving a multitude of clients, including individuals like yourself, who have benefited from our debtor education courses. Our mission is centered around providing exceptional services while upholding the highest standards of integrity, ethics, and professionalism.
  
  We want to assure you that immediate action was taken upon receiving notification of your desired resolution. Without delay, our organization issued a complete refund as per your request, demonstrating our unwavering dedication to prompt and satisfactory resolutions.
  
  It is important to note that any additional fees you may have mentioned are associated with optional and supplementary products and services that have been requested by numerous consumer clients and consumer bankruptcy attorneys. Our agency strictly adheres to a policy of processing product and service transactions as one-time charges. We never collect fees for products or services that have not been provided to our clients. As a result, fees may occasionally appear on statements at a later date, despite the initial transaction occurring only once and simultaneously. This approach is rooted in our commitment to consumer-friendly practices.
  
  While rare, processing errors can occur due to client-side issues beyond our control. Factors such as unsupported internet browsers, outdated browsers, unsupported platforms, or other external elements may contribute to these incidents. It is important to understand that our payment systems are managed by highly regulated third-party merchant account providers and financial institutions. We do not have direct access or control over these systems. However, we diligently conduct regular audits to ensure compliance with the Payment Card Industry (PCI) Data Security Standard, a mandated information security measure for handling major card brands.
  
  Our organization's goals and objectives revolve around meeting the highest standards of integrity, ethics, and professionalism. We are dedicated to achieving the complete satisfaction of each and every client we serve. In fact, our track record demonstrates that none of our clients have ever needed to approach the Better Business Bureau (BBB) to obtain a desired settlement. If any involvement with the BBB occurs, clients will find that either their desired resolution has already been processed as a result of our proactive approach in providing full refunds or clients will finds instances where they had not yet reached out to us before filing a complaint. We take pride in our commitment to resolving concerns without necessitating BBB intervention.
  
  Once again, please accept our heartfelt apologies for any misunderstanding and distress caused by this situation. Your satisfaction is of utmost importance to us, and we encourage you to reach out to us at any time if you have further concerns or questions. We are fully dedicated to providing you with the highest level of service and support.

• Initial Complaint

  02/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid for a class on 02/02 with the disclosure that it was $25.00 and a $5.95 convenience fee. I remember unchecking the long list of boxes for add-on services and confirmed that the total fees were $30.95. On the day the course was completed, I was able to get my certificate online. At no point did I authorize my card to be stored. I have woken up to more charges on 02/06 for $14.95 and 02/07 for $11.95. I did not authorize anything additional to be billed and want these refunded and my card removed from their repository. Their billing processes are highly suspect and I find the continued billing of charges after the initial financial transaction completed very suspect. Moreover, the statement the "Course Fee" is only $25.00 is misleading when you bill a convenience fee in addition to several other add-ons with description "course fee." I have tried using the "Contact Us" form several times to submit an inquiry to the company but receive an error. I want a refund, an apology for deceptive practices, and my card removed from additional billing. I don't think the Federal Trade Commission would take lightly to a financial literacy class billing without consent

  Business response

  02/24/2023

  February 24, 2023
  

  Dear ******* ****,

  We sincerely apologize for any stress and trouble this issue may have caused you. According to our records, the matter to which you are referring has been resolved by a preceding resolution between BK Class and you. A full refund was actually processed to you prior to this communication. 
  
  According to our records, the additional fee was for (a) product(s) and/or service(s) that many consumer clients and/or consumer bankruptcy attorneys have asked us to provide as voluntary, optional, and additional products and/or services. Our educational organization provides its products and services to consumers for the lowest fees. 
  
  We serve hundreds of consumer clients every month and in extremely rare instances, product and/or service requests may be erroneously processed due to client-side issues such as, but not limited to: 1). unsupported Internet browsers, 2). out-of-date browsers (that have not been updated), 3). unsupported platforms (e.g., platforms other than iOS, Android, Windows, and Mac), 4). malware, 5). multiple browser tabs open simultaneously, 6). multiple browsers open simultaneously, 7). multiple incomplete registrations across different hardware/software platforms, and/or 8). hitting the browser refresh, stop, back and/or forward buttons.  Our system does not allow us to retain payment information.  Therefore, although our product and service fees are processed once, we do not debit the fees until we deliver the products and/or services.  
  
  Over the past several years, our organization has served hundreds of thousands of clients. The integrity of the services we provide to, as well as the satisfaction of, our consumer clients are not only important parts of our goals and priorities, but they are also an important part of our mission. For example, it is our policy to provide a full and no-questions-asked refund to any client who requests one even if we've already sent/delivered/implemented the product(s) and/or service(s) to/for that client. In these instances, clients not only get a full refund, but they are also allowed to keep the product(s) and/or service(s) in question. This is what we do in all similar instances regardless of BBB involvement. None of our clients have ever had to contact BBB to get their desired outcome. In all instances regarding the BBB, we had either already issued our clients a full refund, or the clients had not contacted us prior to their BBB statement. 
  
  In other words, there has never been any need for our clients to reach out to the BBB for a refund because we have never denied a refund requested by a client. Again, our goals and objectives include providing our clients with services that meet the highest standards of integrity, ethics, and professionalism. In fact, our goals and objectives include attaining the complete satisfaction of each of our clients. Therefore, we have before now provided you with the precise desired resolution you requested via this BBB communication. It was resolved by a previous settlement between the parties, BK Class and you, where we issued you a full refund before this BBB communication. We also sincerely apologize for the misunderstanding regarding this matter, as well as the distress this may have caused you. Please do not hesitate to contact us anytime should you have any further concerns.

  Business response

  02/27/2023

  Ms. ******

  You must have missed to provide the points you need to clarify with us. Please get back to me on this as soon as you are able. 
  

  Customer response

  02/28/2023

  
  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

  04/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company has continuously drafted funds out of my account after the complete amount was paid. No receipt of payment for the extra funds being drafted, and I've had 4 such charges this week! I want my money back, they are preying on people

  Business response

  05/16/2022

  Business Response /* (1000, 5, 2022/04/25) */ Dear Mr. ***** We are very sorry that you feel you were provided with optional additional services that you do not want. BK Class has served hundreds of thousands of consumers and it is our policy to provide our services only to those who wish to receive them. According to our records, you contacted us regarding the optional additional services purchased on 04/05/2022. In our response, we included information about the additional optional services. In the same email, we also asked if you would like to cancel the services, but we did not receive a reply from you. That is why we are only able to issue your refund today. Although your refund has already been issued, please allow up to 5-business days for your financial institution to process it and show the credit in your account. Please also feel free to keep the product(s)/service(s) you were provided by us for the amount you have described. Once again, we apologize for any misunderstanding regarding this matter as well as any distress this may have caused you. Please do not hesitate to contact us anytime should you have any other concerns. Sincerely, BK Class

• Initial Complaint

  10/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used this company in June for a post bankruptcy case and paid them. Today I have a pending charge on my debit card for $28.90. They are stealing from me!!

  Business response

  12/23/2021

  Business Response /* (1000, 22, 2021/12/23) */ December 23, 2021 Dear Ms. *****, According to our records, although BK Class had not been aware of your concern via BBB until December 13, 2021, we issued you an immediate full-refund the moment you first contacted us regarding this matter on October 22, 2021. Please feel free to keep the product(s)/service(s) that we provided you for the amount you have described. For over 10-years, BK Class has provided its debtor education course to hundreds-of-thousands of consumer bankruptcy filers such as yourself. Our policy is to provide our optional additional services only to those who wish to receive them. Therefore, we sincerely apologize for any misunderstanding regarding this matter as well as any distress this may have caused you. Please do not hesitate to contact us anytime should you have any other concerns. Best regards, BK Class

*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. ↩