ComplaintsforNext Vacay

• Initial Complaint

  10/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I cancelled my subscription , but I am still being charged. I would like a refund of any charges from the time of cancellation. Most recently 9/14/22

  

  Business response

  10/10/2022

  After reviewing the customer's complaint and our records, we could not find any previous cancellation request or attempt on the part of the customer. Their subscription remained active as of October 10th, which explains why the customer continued to be billed annually. However, further investigation revealed that the customer did file a Spam Complaint in 2019. This complaint blocked our emails from being delivered to their provided email address and effectively cut the customer off from receiving our product. To be clear, filing a Spam Complaint is not a valid form of cancellation, as it only halts emails from being delivered but does nothing to stop the subscription from renewing or stop the customer from being billed every renewal cycle. Customers can cancel their subscription or turn off the renewal feature at any time from the customer portal available on our website or by contacting our customer support team and requesting assistance with cancellation. Since neither of these steps was taken, the customer continued to be billed. 
  
  However, we understand the customer no longer wished to receive our product and has not received any product since the Spam Complaint took place. Consequently, we have taken steps to fix this issue for the customer. As of October 10th, the customer's account has been canceled, so they will not be charged further. Additionally, we have issued refunds for all charges billed after the spam complaint was filed and have sent the customer an email detailing this information. If they have any more complaints or concerns, we encourage the customer to reach out to us through the email sent or through any of the contact channels on our website so we may offer further assistance.

• Initial Complaint

  10/30/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I originally saw a charge from this company on August 15th 2021. I had never signed up for their services but when I called my bank about the mysterious $25 charge in my bank account I was unable to get that money back. I got a new debit card to avoid this again in the future, but now I open up my banking app to see another $25 charge from Next Vacay for "Revoke Provisional Credit" I assumed someone had stolen my card and subscribed the first time, but I am shocked to see a charge on my new card as well. Not to mention, my research has told me Next Vacay is an annual subscription, and I've had back to back charges in only three months. I'd like an explanation, and a refund of all $50. This company is very suspicious.

  

  Business response

  11/11/2021

  Business Response /* (1000, 5, 2021/11/01) */ After reviewing the customer's account, we have determined them to be eligible for a refund of $25, the total amount charged by Next Vacay to their card on file. Our records show that the customer originally signed up on July 15th, 2021, for the 30-day free trial. As stated on our website and in the Terms of Service agreed to by the customer, we offer a 30-day free trial, and then customers are billed $25 a year for membership unless the free trial is canceled before its end date. The customer did not cancel, so the subscription fee was billed on August 14th, 2021. Thirteen days later, on August 27th, the customer filed a dispute with their card company. They did not attempt to contact our support team to make any inquiries or request a refund, which they are eligible for under our 6-month money-back guarantee. As our records showed the customer had received and accessed our product in the time since they had signed up and been billed, we submitted evidence to the bank to prove the charge was indeed valid. On October 30th, the customer accessed their membership account to set their subscription to non-renew but has not canceled their current subscription. As of this response on November 1st, the bank is still reviewing the disputed charge. Had the customer reached out to our support team to request a refund, they would have received an immediate refund as stated in our Terms of Service under the 6-month money-back guarantee. Unfortunately, once a dispute is filed, we cannot issue a refund until the bank has completed its investigation of the disputed charge. If the dispute is decided in Next Vacay's favor, the customer is eligible for a refund of their membership charge and will be issued a refund of $25 for the membership charge on file. As for the customer's complaint of an additional $25 charge on their new card, we can investigate any further charges if provided with more information, but as for the account and information we are currently aware of, the customer has only been billed once, which took place on August 14th. As the customer stated the second charge was applied for a "Revoke Provisional Credit," this may have been billed by their card provider. Most banks will issue a provisional credit while investigating a charge and may re-apply the charge if the evidence does not fall in the customer's favor. Again, however, we will happily investigate this issue further to ensure all eligible charges billed to the customer by Next Vacay are refunded as soon as possible.

*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. ↩