Complaints

• Initial Complaint

  10/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  No response from customer service after numerous complaints

  Business response

  11/12/2024

  Dear ******,
  We sincerely apologize for the delay in Hallow's response when you requested a refund in October 2024.
  Upon looking at the conversations our team had with you last month, it shows that you requested a refund in September for your subscription through ****** which was immediately processed and for which you left a confirmation and a positive rating to Hallow's customer support representative who assisted you.
  In October, you sent another refund request, but our team was unable to see your message right away due to a bug in Hallow's customer relationship management platform, which kept your message hidden in a folder that the customer support team could not access.
  Two days later, our team found your message, responded, and investigated the cause of your multiple accounts and subscriptions. We found that your two subscriptions paid through ****** had already been refunded. A few days later, you also requested a refund for your subscription paid through Hallow (via ******), and our team processed it for you.
  We understand that you had many questions about the delay in our responses and the status of your accounts and subscriptions, and our team patiently explained everything in detail.
  We are sincerely sorry for the inconvenience you've experienced and would like to make it up to you by offering a free year of subscription, which you may use or gift to someone you care about, and which we sent you via email two weeks ago.
  Our team also consistently followed up until all of your concerns were resolved. Again, we apologize for the inconvenience and wish you the best on your prayer journey.
  Please let us know if you have any questions.
  God bless,
  *******
  Customer Support Lead at **********************

  Customer response

  11/12/2024

   
  Complaint: 22414428
  
  I am rejecting this response because: this is just typical - I had not 1 but 3 inadvertent charges so I had 3 payments of $69.99. My main complaint is not what was done after the support person made contact. My complaint is the length of it took to actually hear from a person. I fid not receive even an email acknowledge.
  
  Sincerely,
  
  ****** ****

  Business response

  11/15/2024

  H ******,
  
  We sincerely apologize for the frustration caused by the delay in our responseit was not our intention to keep you waiting. We are a small team in customer support, and we strive to respond to users as quickly as possible.

  
  Our team acknowledged your request through different threads twice: once on September 29, 2024, when we promptly addressed your first request for a refund for your first subscription paid through ******, and again on October 12, 2024, on which we admit the delay in our response when you requested for another refund for your second subscription through ****** and another subscription paid through ******. After reviewing the timeline, we see that it took us two days to get back to your message sent on October 12, 2024, and for that, we are truly sorry. We completely understand how frustrating this was. 

  
  Rest assured that we are actively working on the necessary improvements to enhance our service and we are committed to providing a better experience for our dear customers like you. We deeply appreciate your patience and understanding.

  
  Should you have any questions or need further assistance, please let us know.

  
  God bless,
  *******
  Hallow Support Team
  

• Initial Complaint

  09/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This Christian app for a smart phone was nice but too pricey to continue so after a trial I expected my $60 back as a refund. However, they did not follow through for weeks. Finally they indicated it was on the way back in "3-5 business days". As of 9/14, it had not posted to my bank account. However, upon emailing they claimed that it had. I cannot find the transaction record to send you but assure you this did occur and I did not finalize an auto subscription agreement with direct withdrawals or with my ******.

  Business response

  10/14/2024

  Dear ****,We sincerely apologize that your refund was not processed at the time you requested it.Hallow's customer support team received your refund request on September 4, 2024, and one of our representatives replied to ask for your subscription details because no account or subscription came up by searching for your name and email address.Our team did not receive a response from you so the customer support representative followed up twice. First, on September 5, 2024, and second, on September 12, 2024. Because of the lack of response, our team was not able to process the refund.But we would be happy to process your refund as soon as we receive the following details tied to your paid subscription:

  • The email address used for the Hallow account
  • Other email addresses that could be associated with Hallow or ****** account
  • Phone number
  • A copy of the official receipt

  You can send the details directly here so we can process the refund for you immediately or send it to *********************************************************************************************************************************************************************************************************************************************************** (please mention my name "*******" so your message will be assigned to me).Thank you and we're looking forward to your reply.Peace be with you.*******
  Customer Support Lead at **********************

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I did not subscribe to this app and have been charged for it. I have tried for 2 months to get a hold of hallow personnel via their formats as they no longer offer a customer service number.

  Business response

  08/31/2024

  Hello,
  
  This is *******, responding on behalf of Hallow in response to BBB Complaint #********. The evidence is attached.
  
  We apologize for any frustration you encountered in canceling and receiving a refund. We received your request for a refund on August 20, 2024 and it was immediately processed by Hallow's customer support team on the same day. A refund receipt was also sent to your email on August 20, 2024.

  We searched for your name and email address in our customer relationship management platform and we found only one message from you, which we immediately responded to and which concern was immediately addressed.
  
  If you have any questions or need further assistance, please reach out to us at **********************************.
  
  Peace be with you,

  *******

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hallow.com ************ charged me ***** Dlls to my Apple account I never registered or subscribed to this company on May 17, I received discharged and I immediately open a claim with Apple card. After the claim investigation, Hallow insisted that I had a subscription with them and that they will not refund my money. I really think this is completely Outrageous first of all. I have no information of any of my emails indicating that I have a subscription with hallow.com. I would like to see some proof of my subscription. I have tried to contact Halloween. I have not been successful. If its such a good Catholic, praying company why is it so difficult to access I do not appreciate the fact that they cannot have any responses. When I try to access application and to find out if I was registered I get an error. Another thing that is kind of Confusing is the fact that when you try to login, so you can find what kind of account you have or if you have ever been registered, it asks you to either provide the phone or email. When you provide an email it tells you you can sign up for free if you click on that bar that has the sign up for free option then you are immediately registered with them, so I consider this scam so I want my money back and I want to report you because you are committing fraud and youre supposed to be a religious group thats

  Business response

  07/23/2024

  We sincerely apologize for any confusion surrounding your account and identifying the subscription information in order to get a refund. As of today, the subscription has been canceled and a refund has been granted.
  
  Per our terms of service, all sales in the app are final. Any refunds processed are done so on a case-by-case basis and at our sole discretion. That being said, we have a generous refund policy and we will generally offer a grace ****** of a few weeks to cover those who were charged that forgot to cancel their free trial in time. We offer clear instructions on our website ******************************************************************************************* for how to request a refund, but our customer support platform, Intercom, doesnt have any record of outreach from ******* with her basic details to help us locate her subscription and refund the charge. If she had reached out to customer support, we could have helped process the refund. As a result, I also see no evidence that we have denied her claim for a refund. If she filed a dispute directly with her bank, it is possible that they denied the request, given that she did have a subscription with Hallow.
  
  Upon investigation, the account was created with a phone number, not an email, and the subscription was paid for via credit card (processed by Stripe). When you started a trial, you had to input this credit card information in order to begin, and the cost of the subscription was communicated to you at that time.
  
  If there's anything else we can do to make this right, please reach out to us at **********************************.
  
  God Bless,
  
  ***********************
  Customer Operation Lead | **********************

  Customer response

  07/23/2024

   
  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. Thank you for the refund 

  I would like yo clarify that when I tried ti access through the phone I was not able to do it as well 
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed up for a free 90 day trial with Hallow approximately March 2, 2024. Approximately two months later, I canceled the subscription as I just was not using it. On June 2, I was charged $***** as my trial period had expired. I went back into Hallow and canceled my subscription again and as with the first time, I received no email telling me my subscription was canceled. I contacted Hallow several times and finally heard back from someone named ******, who said they would make an exception and refund the $*****. Based on the email, I withdrew my claim with my credit card company. Not only was the $***** charge never reversed, but they charged me an additional $*****. This has been a nightmare with a company that is supposed to be ********** Its a prayer app!!! I have contacted my credit card company again who due to the behavior of Hallow found the first complaint in my favor and credited me the first *****. I am still owed for the second $*****.

  Business response

  06/24/2024

  We sincerely apologize for any frustration that this refund process has caused for you. Per our refund policy, we do offer refunds and our customer support representative promptly granted a refund the same day that you reached out to us. When you filed a dispute 2 days later, the refund was nullified by Stripe and returned to us. Our customer support rep mistakenly interpreted the dispute resolution as a win in the customers favor instead of a win in *********************** favor for this dispute and notified you that you would get the money back as a result of the dispute resolution because if Hallow had lost that is what would have happened. Instead, in the case of a won dispute, the funds are returned to us, the merchant. Since we now see that we were mistaken in interpretation of the dispute resolution we have now been able to refund you the original payment.
  
  Evidence is attached to this email.
  
  Sincerely,
  
  ***********************
  Customer Operation Lead | **********************

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have tried to cancel my account MULTIPLE times and yet the app continues to try to charge me. Fortunately I keep my card off unless I am using it but one of these times they will succeed. I have contacted customer service and their online chat at least 5 times and at no time has anyone replied back. There is no listed number to contact.

  Business response

  06/10/2024

  We sincerely apologize for any frustration caused by the cancellation experience with Hallow. Upon review of the case, it does appear that you're now in good hands with our customer support team and that there may be a potential bug affecting your account. We thank you for bringing it to our attention and will make sure to work with you until it is resolved. It also appears that in our database your subscription has been properly canceled. We will make sure that the discrepancy displayed in your app does not result in an unwanted charge.
  
  We did communicate with you the day after you reached out to Hallow that "Due to a high volume of inquiries, response times may be longer than usual (about one to two weeks)." While we apologize for the delay, my colleague, *******, has responded within that time frame.
  
  If there is anything else we can do to make it right, please let us know in our ongoing communications at **********************************. 
  

  
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have attempted to cancel my subscription three times. The first time was in December after realizing this app is just not for me. Then, to my surprise, I received a charge on my **************** on 5/14/24 for $69.99. I don't understand how this can happen when 1) I cancelled my subscription, 2) it was an annual subscription being billed six months later. I went back into the app and cancelled a second time, but need to be reimbursed for the charge of 5/14/24. When I just checked the app again, it said I still have an annual membership with billing scheduled for 5/15/25. This is after canceling the subscription yet a third time! The app makes it nearly impossible to complete the cancelation form to receive reimbursement. I am extremely disappointed in this company's business practices. I can see from other BBB complaints, this is a common occurrence. I'm sure this app is helpful to many; however, as an organization that represents Christianity, you are giving Christians a bad name with you you operate. I expect a reply as well as a full refund for the May charge.

  Customer response

  05/30/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 14, 2024, a charge of $69.99 was taken from me via PayPal by Hallow, Inc. I do not have a Hallow subscription, nor is $69.99 even a subscription price (per their website). I immediately contacted Hallow, Inc. and told them about this problem, and the Hallow, Inc. representative, *************************** said he was dealing with the same issue for "thousands of other people". He asked me to complete a ****** form, which was inoperative (wouldn't Submit when you clicked to Submit). I told him about this and haven't heard anything since then. That was on May 15, 2024. When I tried to access their website "hallow.com" directly, I was warned that it had been hacked.I would like the $69.99 they stole from me returned to my PayPal account as quickly as possible.

  Business response

  06/03/2024

  Hello,

  
  

  This is **** reaching out on behalf of Hallow in response to BBB Complaint #********. Evidence is attached.
  

  
  

  I'm very sorry for the delay in resolving your refund request. Your question deserved a timely response, but as we communicated to you the day you reached out to us, we are going through a high influx of emails and doing our very best to respond to our customers as soon as we can. We asked for your patience for a week or two and let you know that you would get a refund and a response from us. We truly wanted the opportunity to make it right. Unfortunately you filed a dispute, violating our terms of service, and preventing us from refunding you directly. Instead, the money will be returned to you by your bank via the dispute process. The funds have already been deducted from our account for this purpose.
  
  If there is anything else we can do to make it right, please let us know. We're truly sorry to see you go. 

  
  

  God Bless,

  ****

  
  

  ****

  Customer Operation Lead | **********************

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

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

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I joined, paid 70 to Hallow, after I cancelled sub they still charged me another 70. Id like a reimbursement. They do not answer emails or have any sort of contact.

  Business response

  06/03/2024

  Hello,

  
  

  This is ****, responding on behalf of Hallow in response to BBB Complaint #********. Evidence is attached.
  

  
  

  We apologize for any frustration you encountered in ********* and receiving a refund. We have refunded you as of today at 2pm and you should see the refund back in your account in the next 5-10 days. We're sorry to see you go!
  
  It looks like you did not make an attempt to reach our customer support to resolve this issue. On our website we do have a *********** easily accessible and our articles, including the refund policy, include our email. Customers can also reach out to us via messenger in the bottom right corner.

  Per our refund policy, we do offer refunds with a grace ****** of a few weeks to cover those who were charged that forgot to cancel their free trial in time. We also instruct customers to provide the details via our refund form, which is needed to locate their subscription in order to provide this refund.

  We ask customers to fill out the form so that we can find their account as the email they use to reach out isnt always the one theyve set up their account with. It appears you didnt fill out the form on our website until after filing this complaint with the BBB and deleting his account.

  If there's anything else we can do to support at this time, simply reach out to us at **********************************.

  Peace be with you,

  ****

  
  

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

  Customer Operation Lead | **********************

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

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

  Business response

  06/03/2024

  Please see attached

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In February of 2024, I signed up for a trial period with Hallow.com. Within two days, I realized it wasn't for me, and canceled my subscription -- well before the end of the trial period. On May 17, 2024, Hallow charged my PayPal account $69.99! I had canceled the subscription months earlier! I want two things: a full refund from Hallow and for Hallow to remove me from its records so that this does not happen again. Thank you for your assistance with this.

  Business response

  05/31/2024

  We sincerely apologize for any frustration experienced in canceling your subscription. Per our refund policy, we do offer refunds with a grace ****** of a few weeks to cover those who were charged that forgot to cancel their free trial in time. We also instruct customers to provide the details via our refund form, which is needed to locate their subscription in order to provide this refund. We sent you this information on 5/23/24 and you did not reply. However we have granted your refund as of today, 5/30/24, within the timeframe we communicated for our refunds process. I can confirm your subscription has also been canceled and will not renew or charge you again.

  If you wish to permanently delete your account you can follow the steps in this article. 

  Peace be with you,

  ****

  Customer response

  06/03/2024

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

*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. ↩