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:08/31/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered a contract with Splitit to facilitate monthly payments to Byte. For four months, everything went smoothly as my card was charged without any issues. However, on the fifth month, I received an email from Splitit stating that my payment had been declined because they were unable to validate the address. I hadn't changed the address associated with my credit card, so I attempted to re-enter the card information and address. To my frustration, I encountered an error message indicating that the zip/post code failed validation. Hoping to resolve the matter, I entered a different credit card, only to be met with the same error message, despite accurate address details on both cards. I reached out to my credit card company, and they confirmed that the address was indeed correct and that there were no issues blocking the transaction. I then initiated a chat with Splitit's representative, ****, and explained the situation. **** reached out to their technical team to investigate and let me know that the problem lay with the registered address on the card. I found this situation puzzling, as the same address had posed no problems during the four previous months. **** told me, either the bank doesn't have any information on file, or they don't support AVS ******************************* So basically, there was nothing I could do. The following day I received an email that my balance had been paid in full, withdrawing the $2,290 owed from the very credit card for which the address validation had supposedly failed. This situation has left me extremely frustrated and questioning the reliability of Splitit's systems. My attempt to rectify the situation was met with a lack of solutions from their end, and I found myself at an impasse. Convinced that my address is valid and that there were discrepancies in Splitit's process, I believe Splitit should honor the terms of the contract that was initially agreed upon as I can prove the billing address is correct.

  Business Response

  Date: 09/11/2023

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

  Thank you for your feedback although I was extremely disappointed to note your comments about your Byte/Splitit installment plan.
  
  I can certainly understand how frustrating and upsetting this issue must have been for you, especially as we were unable to find a resolution when you contacted us about it. Sadly, although we have looked at it again, we are still unable to account for the problem. Please be assured that nothing was changed on our end.
  
  We're happy to try to reinstate your plan, although we will need to get permission from Byte (as your agreement is with them not us) and we have contacted them today requesting this. Once we have heard back, we will send you a link so that you can activate your replacement plan. Hopefully, there won't be any further problems but please do not hesitate to contact us if you encounter any.
  
  We will be back in touch with you via email once we have heard back from Byte.

  Thank you for your patience and for bringing this matter to our attention.  

  All the best

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

  Director of Customer Support

  Customer Answer

  Date: 09/13/2023

   
  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,
  
  ***************************