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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We cancelled service in March this year 2023. They started charging us again in June and charged June, July, August and Sept. We emailed in September and told them we cancelled in March and they needed to quit charging us and refund from when they started charging again after they cancelled. Instead of foing anything about it, they charged us again in October. We will be contacting a lawyer if this is not refunded.
Business response
10/07/2023
Better Business Bureau Inc.
Case Number: 20688844
Consumer Name: *************************
Merchant ID number: *************
Dear BBB Customer Relations Advocate,
In researching the merchants concern that they had requested to close their account in March 2023, I found one instance where the merchant had called in regarding the funding time for a transaction processed through a customers checking account. There was no mention of ending their relationship with Global at that time. The merchant also mentioned that we stopped billing them in March and then started billing them again in June of 2023. This was not the case, as we have a continuous record of statements being processed and issued to the merchant for all of 2023 to date.
The next date that we have a record of the merchant reaching out to us at all was on 9/5/2023. At this time the merchant requested to close their account with us as they had already switched to another provider. The link to our online closure form was emailed to *********************** with instructions that if they do not fill out this form we will continue to bill them monthly. We then started getting emails and requests through our website in September and October stating that they had requested to close. We tried to call out to them but were never able to get a hold of them.
In an attempt to resolve this matter we will be refunding all fees charged on non-processing months from April - September 2023. We have now closed the accounts as of 10/6/2023 so the merchant will not be billed for Octobers monthly statement or going forward.
We have attempted to reach out to the merchant by the phone number provided in the BBB complaint but were not able to get a hold of anyone. We will issue the refund once we are able to reach the merchant to confirm how they would like to proceed.Customer response
01/20/2024
Complaint: 20688844
I am rejecting this response because: They replied to our last complaint stating they were going to refund everything they keep charging that we had cancelled and now won't refund and won't answer our emails.
Sincerely,
*************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.