ComplaintsforStansberry Research

• Initial Complaint

  03/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1) I bought a subscription 10x investor last September 21 2023 . it was for 2 years for price of 1. But in Nov 2023 they sent an email which said they were giving me another subscription instead called value. 2) when I signed In after the holidays, I saw no subscription under my account. I had called in January to Stansberry and their rep. said they would call me back that day, that someone had deleted my subscription. They would see if they could give me a subscription of choice instead of what they would choose . I had bought a 10x your money subscription ). 3) I went to my credit card company after the stansberry rep never called me back as promised. My credit card was refunded by the CC company 4) But I now stansberry rebilled with a chargeback 02/21/24. Like really, so dishonest. 5) Today march 1st I see that I still have no subscriptions under my name. I checked today on 3/1/2024 and my account says no subscriptions. so why the chargeback when they provided on services to me as agreed, no subscription. Now I'm out $2300 for a subscription that Stansberry removed with out explanation and no refund. A photo of my account on their site and under subscriptions I have no subscription. No services provided.

  Business response

  03/04/2024

  On March 1st, we received an email to this effect, prior to receiving notice from the BBB case. A representative contacted ********* ******* to delve into her concerns and find a resolution. While initiating a chargeback for the 10x Investor's original fee added complexity to the account, our commitment was unwavering in ensuring she either received an equivalent service or a credit. Ultimately, ********* ******* and the representative successfully reached a resolution, offering in-house credit instead of reactivating the complimentary service. This should bring the matter to a close. If any further assistance is required, feel free to reach out. Our office is available Monday through Friday, from 9 am to 5 pm EST, and you can contact us at ###-###-#### or via email at ****************************

• Initial Complaint

  01/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On November 5, 2021 I purchased Matt ******** Megatrend Investor after Stansberry ran an hour on advert that he would be with them for 10 years. The time horizon on his investments is 5-10 years and the producted is useless if used for less than that. Stansberry was also emphasizing the 10 year commitment because he had just left InvestorPlace's lifetime subsscription after a year that. many of us including myselfl had paid $5000 for. There is no alternative to ******** investments because his investing style and duration of investments are uniquely his. Both Stansberry and Invcestorplace are under the same parent company. intereseting when I signed up for the Stansberry service they had my billing data (because they share a parent company) but would not credit me for the lifetime subscription I had already paid for the other service through their other company. They then reneged on the assertion they had made that ****** had signed a 10 year contract and would not refund our money.

  Business response

  01/10/2024

  The customer initially subscribed to Matt ******** MegaTrend Investor Partnership on November 5, 2021. However, on November 30, 2021, she contacted her Account Representative to change this to a 2-year service instead. This adjustment reset the service period for two years, thus the service was set to expire on November 30, 2023. Stansberry Research and Matt ****** parted ways, and subscribers were informed about this change on November 8, 2023, 22 days prior to the customers service expiration.
  In ensuring subscribers' continuity of receiving market information on dynamic growth stocks, a decision was made to replace the existing service with a similar one. A conversation occurred between a representative and the customer on November 28, 2023. The representative detailed the complimentary comparable service being offered and sought alternative options if the customer was dissatisfied with the initial proposal. However, the customer persisted in requesting a cash refund for a November 2021 charge, which was close to the expiration date at the time of notice.
  Despite the service having only 22 days remaining upon the notice, a complimentary service was provided for an entire additional year. This is a reasonable resolution. The customer indicated an intention to dispute the charge with her card company, per the attachment to this case. It is recommended that the customer communicate further with her card company for any potential cash refund. The customer continues to have access to the complimentary service. If she wishes to terminate this service, she can utilize the online cancellation tool or contact our Member Services Team. The complimentary service will otherwise expire in December of this year. For further assistance, the Member Services Team is available Monday through Friday, 9 am to 5 pm, at ###-###-####.

  Customer response

  01/22/2024

  
  Complaint: ********
  
  I am rejecting this response because: As I previously explained the service offered was not comparable as it was an offering with a specific investor with his specific investments and we were advised he would be present for at least 10 years per his contract. The fact that the subscription was about to expire after 2 years is not significant because the duration of his investments is 5-10 years thus obviating the fact that two years was allowed because it was not a worthwhile time period for his standard investments. There is no similar/comparable product, hence the 1 hour that they dedicated to reassuring he would be available for 10 years. Stansberry misrepresented the product and the value of the 2 year subscription. As there is no comparable product and the duration of 2 years is too short to invest by Matt ******** plans, a refund should be offered. 
  
  Sincerely,
  
  * ******* *******

  Business response

  02/20/2024

  We offered guidance on managing the existing portfolio alongside the notification of the subscription discontinuation: **************************************************************************************. The customer received two years' worth of material. Initially subscribing to Matt ******** MegaTrend Investor Partnership on November 5, 2021, she later requested a change to a two-year service on November 30, 2021. This adjustment extended the service period until November 30, 2023. Stansberry Research and Matt ****** ended their partnership, with subscribers informed of the change on November 8, 2023, 22 days before the service's original expiration. Without the service reset due to the downgrade, the customer's subscription would have expired on November 5, 2023, prior to even receiving notice of the discontinuation.
  To ensure continuity in receiving market information on dynamic growth stocks, a decision was made to replace the existing service with a similar one. A conversation took place between a representative and the customer on November 28, 2023, explaining the offer of a complimentary comparable service and exploring alternative options if the customer was unsatisfied. Despite having only 22 days left upon receiving the notice, a complimentary service was provided for an additional year, which is deemed a reasonable resolution. We provided 1-year worth of research in exchange for 22-days.
  The customer expressed a desire for a cash refund for a November 2021 charge, which was close to the expiration date upon receiving notice. It is recommended that the customer directly communicate with her card company regarding any potential cash refund, as she mentioned disputing this charge. The customer retains access to the complimentary service and can opt to terminate it using the online cancellation tool or by contacting the Member Services Team. The complimentary service will expire in December of the current year.
  For further assistance, the Member Services Team is available Monday through Friday, 9 am to 5 pm, at ###-###-####. We believe this resolution is fair and that we have provided a reasonable resolution from our end.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 14, 2023 I subscribed to Stansberry Research, Ten Stock Trader paying $2,500 for a two year subscription with the understanding as stated in the presentation video that the subscription could be cancelled withing 30 days with a full cash refund. I called to cancel the subscription and receive a full refund on December 5, 2023. The Stansberry representative refused to provide the cash refund and only offered a change to another product. I expect Stansberry to honor their offer made in the sales video for a full refund.

  Business response

  12/07/2023

  The customer subscribed to the Ten Stock Trader newsletter for a duration of 2 years. They reached out on December 5th and had a discussion with a Representative, as mentioned. The Representative thoroughly examined the account, including the order form page and confirmation email. Additionally, the Representative re-sent the confirmation email to the customer. We've included the order form and confirmation in this correspondence, confirming that the terms were clearly outlined during the ordering process. Should the customer wish to cancel the service, they have the option to do so online through our self-service portal. Alternatively, they can contact our Member Services Team Monday through Friday, from 9 am to 5 pm, at 1-888-261-2693. If they choose not to cancel, the subscription will continue for the paid timeframe and automatically expire at the end of the 2-year term.

  Customer response

  12/14/2023

  
  Complaint: ********
  
  I am rejecting this response because: Stansberry Research is only providing a inhouse credit and not a cash refund as promised in the original sales video.
  
  Sincerely,
  
  ***** *****

  Business response

  01/05/2024

  We're included the order form and confirmation in this correspondence, that again confirms that the terms were clearly outlined during the ordering process. The customer is claiming we promised a cash refund but that is not a fact. We promised a credit refund and are happy to honor those terms. Should the customer wish to cancel the service, they have the option to do so online through our self-service portal. Alternatively, they can contact our Member Services Team Monday through Friday, from 9 am to 5 pm, at 1-888-261-2693. If they choose not to cancel, the subscription will continue for the paid timeframe and automatically expire at the end of the 2-year term.

  Customer response

  01/24/2024

  
  Complaint: ********
  
  I am rejecting this response because Stansberry Research continues to misrepresent the facts in this case and has failed in their duty to provide the promised refund.  First Stansberry is obviously using a "formed" response to the BBB when they explain options to cancel the service when I cancelled the service back on December 14, 2023 which was well within the alloted 30 day period for a full cash refund.  The 30 day refund stipulation  which takes precedence was communicated during the Stansberry video presentation by Greg ******* of that organization.  Stansberry Research should provide the BBB with the video document evidence with both presenters Greg ******* and Marc *******.  Stansberry Research should also provide documentary evidence that the complainant ever received and signed their stated "terms".
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  11/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  see Attached document

  Business response

  11/29/2023

  Our records indicate that the True Wealth newsletter was ordered on 9/28/22 for $49, which included a free year to the Bonner Private Research letter, with the initial auto-renewal occurring at $199 on 9/28/23. A pre-charge notification for the auto-renewal was sent on 8/29/23 with the subject line "Important Reminder: Your True Wealth Subscription" to the registered email address, also referenced in this case. Attached is proof of the email's transmission. Both the order form and confirmation clearly outlined the details of the auto-renewal feature, also provided as attachments. The customer did not directly contact us to remove the auto-renewal or request cancellation, nor did they utilize our available online self-service tools to modify or cancel the service. However, on 11/20/23, the customer initiated a chargeback against the transaction. They should proceed to communicate with Discover regarding the chargeback. While the chargeback remains active, we are unable to make any adjustments to the service.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Stansberry Research charged me $2000. on the Oct. 26, 2023 and another $2,000. on Oct. 27, 2023. Total $4,000. for what they advertise as a "Forever List" of stocks at $2,000. Only to find out after you purchase this so called Forever List, they want you to pay another $2,000./per year to get the Forever List Updated.... ?? I did not agree to pay for the additional recurring charge. I thought this was a Forever List?? Why would you need to update a Forever List. This is falsely advertised marketing and if I knew that up front, I would never have ordered a forever list that needs renewed yearly at a huge amount of money. I was looking for a list of stable companies that you could buy their stock and sit on it for years. This is NOT a Forever List and was falsely advertised as such. I want a full refund of the duplicate charge and the original charge. This is not what I thought I was buying.

  Business response

  11/09/2023

  We reviewed the offer associated with this order and find the details to be clear. Here’s a small sample of the product, as described in the offer: “As you soon as you sign up, you’ll get our full report with the final list of 40 Forever Stocks. You should keep it on your desk or nightstand… and read it once a year, or whenever you find yourself worried about your money. It’ll prove that investing – as we recommend in the Forever Portfolio – is historically and mathematically superior to just about anything else you can do. We just did a portfolio review and made a few key updates. We’ll explain how this portfolio matches our outlook for the economy, and why we think they can all do so well. You can deploy your capital by tomorrow morning. No need to wait and see what plays out in the months to come. You’ll even get a position size calculator, so all you have to do is type in how much you want to invest… And it’ll tell you exactly how many of the shares of each of the 25 stocks to buy. Going forward every month, you’ll receive updated information and analysis on the model portfolio, and you’ll receive the full list of 40 companies that we consider to be Forever Stocks. That list includes 25 stocks in the model portfolio, as well as the remaining 15 stocks on a watchlist. We have certain key indicators we’re tracking every day. And should the opportunity arise… or one of the watchlist stocks becomes a better buy than our current list… We’ll shift it into the main portfolio and send you an update. But keep in mind this product is something that should require very little maintenance for you to follow, so long as you take about 30 minutes a month to read our updates.” With regards to the yearly charge, this was a discussion that took place on the call to order. The customer acknowledged this stating, “I see in here that you have to accept an agreement that it'll charge every year at 2000 dollars. But I don't like recurring charges. Is there a way to not be automatically build, and decide then?” The Sales Representative confirmed, “Yeah, I can always remove the auto renewal.” The Sales Representative did remove the auto renewal at the time of order. The Forever Portfolio service was not set to automatically renew. A thorough discussion of the terms and conditions took place during the call, and the customer agreed to them. Our records do show that due to an initial payment issue, a duplicate charge occurred yet was promptly refunded and corrected. The customer had been informed earlier about the account correction and the refund. All of this information had been communicated to the customer before the receipt of this complaint. We reached out to the customer via the phone number on file and within this case to further discuss her concerns and reach a resolution together. If additional assistance is needed, please contact our Member Services Team at ###-###-####, operating from Monday to Friday between 9am and 5pm EST.

  Customer response

  11/09/2023

  We have come to a mutual agreement today, Nov. 9, 2023.  

  Bureau response

  11/20/2023

  Phyllis * ****
  **** ****** ******** ** *** ******** *****
  
  
  Dear Phyllis * ****:
  
  This message is in regard to your complaint submitted on 11/2/2023 against Stansberry Research.  Your complaint was assigned ID ********* 

   

  BBB has received a formal response from Stansberry Research. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Ralph *******
  Operations Manager
  **************************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  We reviewed the offer associated with this order and find the details to be clear. Here’s a small sample of the product, as described in the offer: “As you soon as you sign up, you’ll get our full report with the final list of 40 Forever Stocks. You should keep it on your desk or nightstand… and read it once a year, or whenever you find yourself worried about your money. It’ll prove that investing – as we recommend in the Forever Portfolio – is historically and mathematically superior to just about anything else you can do. We just did a portfolio review and made a few key updates. We’ll explain how this portfolio matches our outlook for the economy, and why we think they can all do so well. You can deploy your capital by tomorrow morning. No need to wait and see what plays out in the months to come. You’ll even get a position size calculator, so all you have to do is type in how much you want to invest… And it’ll tell you exactly how many of the shares of each of the 25 stocks to buy. Going forward every month, you’ll receive updated information and analysis on the model portfolio, and you’ll receive the full list of 40 companies that we consider to be Forever Stocks. That list includes 25 stocks in the model portfolio, as well as the remaining 15 stocks on a watchlist. We have certain key indicators we’re tracking every day. And should the opportunity arise… or one of the watchlist stocks becomes a better buy than our current list… We’ll shift it into the main portfolio and send you an update. But keep in mind this product is something that should require very little maintenance for you to follow, so long as you take about 30 minutes a month to read our updates.” With regards to the yearly charge, this was a discussion that took place on the call to order. The customer acknowledged this stating, “I see in here that you have to accept an agreement that it'll charge every year at 2000 dollars. But I don't like recurring charges. Is there a way to not be automatically build, and decide then?” The Sales Representative confirmed, “Yeah, I can always remove the auto renewal.” The Sales Representative did remove the auto renewal at the time of order. The Forever Portfolio service was not set to automatically renew. A thorough discussion of the terms and conditions took place during the call, and the customer agreed to them. Our records do show that due to an initial payment issue, a duplicate charge occurred yet was promptly refunded and corrected. The customer had been informed earlier about the account correction and the refund. All of this information had been communicated to the customer before the receipt of this complaint. We reached out to the customer via the phone number on file and within this case to further discuss her concerns and reach a resolution together. If additional assistance is needed, please contact our Member Services Team at ###-###-####, operating from Monday to Friday between 9am and 5pm EST.

  Customer response

  11/20/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I agreed to accept their refund in full which has been received.  Thank you,

  Sincerely,
  
  Phyllis * ****

  Bureau response

  11/21/2023

  Krystle *****
  Stansberry Research 
  **** * ******* ** ********** ** *****
  
  
  Dear Krystle *****:
  
  This message is in regard to a complaint submitted to BBB about your business on 11/2/2023 by Phyllis * ****. This complaint was assigned ID *********
  
  BBB would like to thank you for your cooperation and response to the above-referenced consumer's complaint. After forwarding the consumer your response, the consumer notified our office the matter is resolved. Therefore we have closed this case accordingly.
  
  If you have any questions, however, we are happy to assist you. Thank you for your cooperation in this matter and for your support of our self-regulatory goal.
   
  Each year, millions of consumers contact BBB for pre-purchase information, and your response to this dispute will assist your future customers with making valuable purchasing decisions.
  
  Sincerely,
  
  Ralph *******
  Operations Manager
  **************************
  Phone: ###-###-####
  
  MESSAGE:
  
  

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I agreed to accept their refund in full which has been received.  Thank you,

  Sincerely,
  
  Phyllis * ****

• Initial Complaint

  08/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  all I want to do is cancell ALL subscriptions with stansberry They have auto all instructions on the phone and no live peron At age 73 trying to go online is very difficult VERY POOR CUSTOMER SERVICE I WOULD RATE 1/10

  Business response

  08/21/2023

  Stansberry Research does provide options to discontinue a service via our online self-service tool. We also provide the option to hear about this self-service opportunity, among others, via our phone system prompts. Our prompts do explain how to reach an agent directly. We are unable to find any issues within our call flow prompts. We did speak to the customer today and honored his cancelation request. The customer was satisfied with the resolution.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I see a great number of people have had similar experiences to me. One glance at their product told me that I didn't want it. It was for a year subscription. Thus, I could not have seen all their research as I was told. They want to give me others of their newsletters, but do not want them either. I have been calling for 6 weeks to "customer service representatives" and told there is a credit card complaint, but I have been told by 2 different credit card managers at the card that there is nothing there. Today they threatened me again with lawyers. It is obvious that they are taking advantage of an elderly, 77 year old person, who asked for a simple refund does not want other newsletters, and is clearly being lied to about a dispute on my credit card If they were as rich as they claim to be, they would want to protect their reputation, and have happy satisfied customers, not elderly people who lived by the honesty rules of yesteryear, wherein I have returned products with no difficulty, and not being told they are keeping my money no matter what. Clearly, their attitude is we have your money, sucker. This is the worst of all business practices. I could not advise anyone to do business with Stansberry who threatens you with lawyers, by no means (in my case 6 weeks of lengthy phone calls) will give your money back whether or nor you are satisfied, and seems to think a dissatisfied customer is the way to build their business. I will retract this complaint if I have their refund check by Saturday of this week. Today is Tuesday at 1:50 am. This is stealing and the 10 commandments says "Thou shalt not steal." Any good book about business says don't cheat the elderly, as there are agencies who will use legal means of redress. Incidentally, the *** is also looking for elderly people (I am 77) that have been taken advantage of. I will notify the BBB if my check has arrived by this Friday, and not as a condition of sending it.

  Business response

  08/04/2023

  The subscription under discussion currently has an active chargeback, as evidenced by the attached images ('*** ** **** *****' and '*** ** **** *****'). We would have preferred the opportunity to directly collaborate with the customer for a refund if they had contacted us instead of initiating a dispute. However, once a dispute is filed, it is handed over to the bank or card network for investigation, and we are unable to make any changes to the subscription within our system. This limitation has been communicated to the customer multiple times.
  We have not been able to find any communication that aligns with the comments made in this complaint.
  On 8/3/23, ******** ****** called on behalf of **** ****** to her designated Representative. She confirmed that the dispute was still ongoing, stating, "I was talking to **** again… to see if they had performed their due diligence, and apparently that's supposed to be happening today…"
  A Representative has been working closely with both the customer and ******** regarding this matter.
  Regarding the statement, 'threatened me again with lawyers,' we did find a conversation that mentions a lawyer, but the Representative was actually correcting comments from the customer that a lawyer would be involved. We have not been able to find any instances where a Representative threatened the customer with a lawyer.
  Here's an excerpt from the conversation:
  ****: "And they just like a bunch of horrible riches and all dogs, and they can't give your money back like any decent store would. They get a bunch of lawyers on the case? They're gonna put lawyers on me?"
  ******: "Well, that's not the case, ****. We're trying our best. We're trying to get this resolved for you. That's not true, ****. We're trying our best to process the refund. If we weren't trying to do that, why would we keep working with you on this? Why would I give you my direct line if I didn't want to get this resolved for you as quickly as possible?"
  The chargeback remains active, and until it is concluded, we are unable to make any adjustments. In such situations, the customer should closely cooperate with their bank or card provider, as that is where the process originated. However, we want to emphasize that our Representative has been acting professionally, courteously, and has been actively communicating with the customer regarding the ongoing status from our end.

• Initial Complaint

  06/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  05/23 they automatically charged my credit card without my permission

  Business response

  06/30/2023

  On 4/25/22 a $49 order was placed for the Retirement Millionaire subscription. We have attached a copy of the order form associated with the order, which includes the following details: By clicking on the Submit button, you are agreeing to our Terms of Use and Privacy Policy and that your subscription to Retirement Millionaire will automatically renew on an annual basis until you properly cancel. Upon renewal Stansberry Research will charge $199 (plus applicable taxes) to your credit card or other means of payment which we will retain on file. If you select the “Premium” subscription option, you’ll also receive a subscription to Stansberry Innovations Report, which will last as long as you renew Retirement Millionaire. You may cancel your subscription at any time by contacting our Customer Service team at ###-###-#### or online. To cancel without incurring such renewal fee, you must do so one day prior to the renewal date. Subscribers will receive a reminder before their subscription is renewed. We have attached a copy of the confirmation email associated with the order, which includes the following details: Renewal Policy: If you decide to continue your Retirement Millionaire subscription after your subscription term is up, each year after, we will automatically bill your credit card for $199 . You will receive at least one reminder before your subscription is auto-renewed. To cancel a renewal of your subscription, please contact our Customer Service team by phone or by email. We also show that an email reminder of the upcoming renewal was sent 30-days in advance, on 3/26/23 with the subject: A friendly reminder from Doc ******, proof of send it attached. The customer issued a chargeback against the charge without an attempt to contact us directly first. The customers first attempt to contact us directly was on 6/30/23, at which time we reviewed the account and explained the subscription in question was in chargeback status. The customer will need to await further updates with regards to the chargeback process, including the possibility of a refund, from his card company.

• Initial Complaint

  06/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A $199 unauthorized transaction was debited from my account by Stansberry Research on June 16. I was absolutely blindsided by this transaction.

  Business response

  06/21/2023

  The charge in question was an auto-renewal agreed to at the original time of purchase for the True Wealth newsletter subscription. Our records show that an email with the subject ‘Important Reminder: Your True Wealth Subscription’ was sent on 5/17/23. The email served as a reminder of the charge set to occur on 6/16/23. We show the email reminder was opened on 5/18/23, 6/6/23 and twice on 6/20/23. We did not hear from the customer prior to the charge, nor did the customer opt to cancel the service online via our self-service cancelation option. The customer emailed us Saturday, 6/17/23, regarding the charge. Our office was closed for the holiday on 6/19/23 but we responded the first day upon reopening, on 6/20/23. Our email response provided details and options to the customer regarding cancelation. We did not hear back from the customer nor did the customer opt to utilize the self-service cancelation option on our website. The customer is within the cash refund window. We issued a full $199 cash refund back to the card it was charged to. Please find attachments regarding the email notices, email communication and refund. This should conclude the case.

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We asked Stansberry Research if there was any possible way to refund the charges from 2019 onwards. The email subscribed ****************** to their website was not working since 2019 so Stansberry research should've received the bounced email back. Considering this, Stansberry still charged us even though the email was invalid and Stansberry should've known that we were not receiving the invoices and notifications. They only refunded the last month of charges, since they told us that they are unable to refund charges older than 365 business days.

  Business response

  05/01/2023

  We did continue to send emails and provide website access to the account in question for the entirety of the service. The customer placed a chargeback against a $199 charge from 12/16/22. The $199 charge was refunded through the chargeback process, proof of refund attached. We heard from the customers personal assistant, Dani, on 3/21/23. This was the first time we heard directly from the customer, or the customers assistant, with regards to the account. The customer was already refunded for the charge that took place on 12/16/22. To further satisfy the customer, we did offer to provide free access to the service in question, for one year. The customers personal assistant, communicating on behalf of the customer, communicated that they were only interested in cash refunds. They did threaten to file a complaint to with the Better Business Bureau if we did not agree to further cash refunds. We feel the offer to provide free access, in lieu of cash refunds for charges well past 365-days from the time of communication, was a very fair offer. We would still like to extend the offer to the customer. Our Customer Service team is available Monday-Friday from 9am-5pm EST at ###-###-####, if they would like to proceed.

*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. ↩