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:01/16/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Hi ****** and Vector Vest Team,Thank you for your response. However, I am extremely disappointed with your stance on this matter.1.Lack of Proper Notification:You mentioned an email was sent on December 29, 2024, as prior notice. I dont recall receiving or opening this email. Could you provide verification or proof of delivery and acknowledgment of this communication? Without clear confirmation that I was properly notified, the renewal is questionable.2.Automatic Billing Policy:While I understand your policy of auto-renewal to avoid interruptions, I find it unfair that no meaningful effort was made to ensure I was aware of the charge, especially for an annual subscription. Other companies often send multiple notifications leading up to renewal, offering subscribers the chance to cancel.3.Usage History:You acknowledged that I have not used the service significantly. This further highlights that I had no intent to continue the subscription. Billing a customer who has clearly disengaged from the service is not a customer-focused practice.I request that you escalate this matter to upper management for review and approval of my refund. As a business owner myself, I value long-term customer relationships and fairness in all dealings. Refusing to issue a refund for an unused service due to lack of notification undermines trust and goodwill.If this matter cannot be resolved amicably, I will have no choice but to proceed with filing a dispute with my credit card provider and escalating the issue with the appropriate consumer protection agencies.Please confirm the receipt of this email and provide a resolution at the earliest.Thanks,***** ************ ************* ****************** Tel. ************ ************

  Business Response

  Date: 01/21/2025

  ***** ************ has been a VectorVest, Inc. customer since September 2013. The license agreement agreed to on first use states clearly that the service will automatically renew unless VectorVest, Inc. is contacted to cancel the subscription. If we are contacted prior to the end of the billing term, it will be cancelled for the end of that term and wont renew; however,if we are contacted after the renewal date, the subscription will be cancelled for the end of the current billing term.  Customers can also manage their account by logging into their Customer Portal through the Tools-Profile link in the software.

  Veera was sent a Renewal Notification on 12/29/2024 at 5:11 a.m. EST that provided this link as well.  This notification has been confirmed by management and is logged on the customer account. If the customer doesnt find the emails in their Inbox, they may need to do a search in their Gmail or check the Junkmail / Spam folder. The subscription is cancelled for the end of the current term and wont bill them again. The customer will retain access until it ends. The refund request has been escalated to management, but if Veera disputes the charge with their credit card issuer, we wont be able to process a refund at all. Please see the included detail.

  Customer Answer

  Date: 01/21/2025

  Thank you so much BBB team.
  
  Dear VectorVest **************** Team,
  Thank you for your response. While I acknowledge the terms outlined in your subscription agreement, I would like to reiterate my concerns and provide additional clarification regarding my situation.
  While I used your services intermittently in 2013, I have not been a consistent customer. My 2024 usage was a decision to try your services again, not a continuation of past policies. I did not receive the renewal notification email sent on 12/29/2024 despite checking all folders. Had I known, I would have canceled the subscription before renewal. Furthermore, I have not used your platform since July 2024, showing no active benefit from the subscription.
  While auto-renewal is standard, confirming intent from inactive users before charging for a full year would be more customer-centric. Charging for 2025 without verifying engagement feels unfair and unaligned with best practices.
  Given my lack of engagement, missing notification, and efforts to resolve this, I request the cancellation of my 2025 subscription and a refund. While you canceled it from January 15, 2025, charging for this period raises ethical concerns. I trust VectorVest will address this fairly and resolve the matter promptly.
  Sincerely,
  ***** ************

  
  

  Business Response

  Date: 01/22/2025

  Thank you for your feedback. I hope to reassure you of our deep commitment to both the quality of our products and our responsibility to our customers.
  As you were informed via email on January 20, 2025, your case was escalated to our ******************* and we requested that management be given time to thoroughly review your situation and come to a resolution. We have confirmed that your subscription has been canceled and will not auto-renew; however, you will continue to have access to the full range of educational tools and resources until January 12, 2026.
  As a responsible and efficient business owner yourself, we ask for your understanding that our customer service team is not in a position to personally monitor the usage of all ****** subscribers. We take our responsibility to our customers very seriously. For example, we send payment reminders via email two weeks prior to the due datean industry standard that not all companies follow. Please note that usage patterns do not always reflect overall satisfaction with a subscription. The most effective way for us to gauge customer satisfaction is through direct communication.
  In addition to our responsibilities as a service provider, we believe there are certain responsibilities that come with being a consumersuch as maintaining an accurate email address for communications, tracking purchases, and providing feedback through the appropriate channels. These actions help ensure that your experiences with us are positive and aligned with your expectations.
  While we regret that you have decided to leave the VectorVest community, we sincerely wish you the best in your future endeavors.

  Customer Answer

  Date: 01/29/2025

   
  I am rejecting this response because:

   

  I am not able to respond to you on the portal. I have not received any satisfactory response from the Vector Vest. I wanted to follow up with you and document on the portal.

   

  Thank you,

   

   

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

   

   

  
  

  Business Response

  Date: 02/05/2025

  Mr. ************.

  I apologize that we did not come to the resolution that you wanted. I wish you great joy and happiness. 

  Thank you.

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

   

  Customer Answer

  Date: 02/08/2025

  I am rejecting this response because:

  I am rejecting your response regarding the refusal to refund the charge of $1,100 for the unauthorized auto-renewal of my subscription. I would like to formally reiterate my position and the ethical concerns regarding this matter:
  Lack of Awareness of Auto-Renewal: I was not aware that my subscription was set to auto-renew, and I did not see any notification email regarding the renewal until I noticed the charge on my credit card. Upon discovering the charge, I immediately contacted your support team and canceled my subscription on January 13, 2025.
  

  Cancellation Confirmed, But Refund Denied: You confirmed that my subscription was canceled on January 15, 2025, yet you charged my card for an entire additional year (until January 2026) and are refusing to issue a refund.
  

  Lack of Service Usage: I have not used VectorVest services since July 2024, meaning I paid for the remainder of 2024 without utilizing the platform for five months. Ethically, it is unreasonable to charge a client for an entire additional year when they have already demonstrated non-usage.
  

  Dispute Filed with ******************** I have already disputed this charge with my credit card company and will continue pursuing resolution through them.
  

  Escalation to Authorities: Since your response is unjust and your policy does not reflect good faith business practices, I am escalating this matter to the State ********************************************** for review.
  

  Legal Action Considered: If this issue remains unresolved, I will proceed with filing a small claims lawsuit to seek a full refund. Additionally, I will consult legal counsel regarding potential unfair business practices.
  

  I request that you reconsider your stance and issue a full refund. I trust that VectorVest values its reputation and will act in good faith rather than forcing customers into unethical billing situations.
  Please confirm your decision at your earliest.
  

  Sincerely,
  Veera

  
  

  Business Response

  Date: 02/10/2025

  Unfortunately, as stated in a previous response, once a chargeback has been filed, we are unable to negotiate the possibility of issuing a refund through our customer service or billing department until the chargeback resolution process is complete.
  We appreciate your patience during this time and will keep you informed of any updates regarding the resolution. We understand this situation may be frustrating, and we appreciate your understanding of our policy. 

• Initial Complaint

  Date:11/13/2024

  Type:Product 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 do this with a lot of reluctance as I use vectorvest regularly and am satisfied with their service. I am not asking for refund , all I am asking for is free trial of the software for the time period that is part of training. Details below.I signed up for options paycheck course on 04/24/2024.When I signed up for the course , there was a request under way with your billing department to transfer my account from my email address ***************** to *********************** (Just fyi, the above is still not done or works as desired, but I can work around it)But the issue caused the course not available to me for a few weeks. At this point I fell behind and it would be difficult to catch up with the course. I called VV help desk letting them know the situation and requesting that if I have to retake the course again in future , I should be allowed to do so. The support staff said that he would put a note on the account and when I call back have them reference the note. During the course , when the issue was resolved , I got an email to activate options pro , but I did not for two reasons.I was already behind on the course and would not be able to make the most of it.Secondly it was free for a limited time, so wanted to install it if I could use it.I dont really need to attend the course again , unless I can try it out. So, I called the help desk yesterday (10/23/2024) and they cannot provide me the option pro software now.I did explain him that I just installed the software yesterday (10/23/2024) and have never used it. I advised him that he does not have to take my word for it , but verify in vector vest system , if I have used the software in the past. He said he had limited authority to do what I was asking for , hence this email.I am not asking to take the course again but at least provide me access to options pro for the period of the course so that I can evaluate and sign up for it , if I like it.

  Business Response

  Date: 11/15/2024

  ***** ***** previously made purchases from VectorVest, Inc.using two separate email addresses. This resulted in the subsequent access issues in ********** 2024. On 10/23/24, the customer contacted **************************. to request free access to OptionsPro. We resolved the issue on 10/31/24 with Complimentary access to the current Options Paycheck course (OPC), which comes with OptionsPro for the specified period: 11/1/24 12/20/24. We have also ensured that the requested email address: ********************** is the only email address on the account to prevent possible future access issues.Communication and other evidence are attached below.

  Customer Answer

  Date: 11/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

  Just FYI,  I just got access to optionpro yesterday. There were still issues and they were finally resolved yesterday
  
  Thank you. 

  
  

• Initial Complaint

  Date:01/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 purchased their Apple app trial and they charged me for premium subscription even after cancelling. I reached out to their support least 5 times with no reply. Then I tried using their app but everything was locked out and I kept getting error message my trial has expired and I should resubscribe after charging me for a month. Again contacted support for refund and no response.Now I have 54$ USD charge on my credit card, their application that never worked and kept asking me to purchase their premium option and a support team that is radio silent. I need my money back asap.

  Business Response

  Date: 01/19/2024

  ************************* has more than one account with ********************** Each of them has a different e-mail address ************************ and ********************* and each was set up via the iTunes AppStore. The messages she sent to us have been found, but they were sent from a third e-mail address ************************* not associated with a VectorVest account which may be why they werent received by Billing. We didnt find phone calls or any chats initiated by the customer. (Contact information and the Chat option can be found on VectorVests website: www.vectorvest.com.) 
  

  We checked the activity under each account for active subscriptions. We found a subscription for Premium Plus that didnt attach properly to the associated account, though the account shows usage. The paid subscription is set to end on 2/7/24. We have since attached the subscription to the account, so the customer can access it. 
  

  As the purchase was made via the iTunes AppStore, the transactions associated also should be handled by the AppStore. Because we know it can be difficult for customers to obtain refunds through the AppStore, we are offering the customer the option to contact us directly to obtain a free, non-converting 30-day trial to the Premium Plus product. This will allow them the full 30 days to explore / use the product for which they paid. We invite the customer to contact our product support at ************ or respond to us via this BBB Case to take advantage of this offer.

• Initial Complaint

  Date:09/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Company name is Vector Vest located in ********* **. This is a fraudulent company which should be investigated and shut down for credit card fraud. Three years ago, I called them many times and told them that I wished to stop my subscription with them and requested them to not charge my credit card. To my utter shock, they ignored my request and charged my card without any verbal or written authorization. My credit card company investigated the issue and refunded the money. The following year without my ever having used their services, they had the gall to charge my card again for a big sum of money. Again my credit card company treated it as fraud and gave me a refund. Again this year for a third successive time they have illegally charged my card. I am sure I'm not the only one they are scamming. Please investigate and shut down this fraudulent company before they cheat anyone else.Please contact me if you need any further information about them. My credit card company and I can provide absolute proof of fraud for 3 years in a row.

  Business Response

  Date: 10/02/2023

  The customer purchased an automatically renewing Basic Annual subscription on 9/20/2017. It automatically renewed (with customer acknowledgement) and was utilized for a few years until the customer called 9/20/2021 to Suspend their account for 2 months. Customer was immediately sent a follow-up message reminding them that the subscription would automatically bill once the suspension ended 11/20/2021. The call to cancel was received by VectorVest, Inc. on 12/16/2021 - weeks after suspension ended. Due to internal extenuating circumstances occurring in Dec. 2021, this request fell through the cracks. The customer did not contact us directly after 12/16/2021 to follow up, but they did receive their money back via chargebacks they submitted to their credit card company for both the 2021 and 2022 payments. We responded to the most recent chargeback on 9/29/2023 - the date it was issued - to have the funds sent back to the customer. We have confirmed the funds have been withdrawn from our account by the credit card company. Billing has cancelled the subscription as requested, and the customer will not be charged again.

  Customer Answer

  Date: 10/04/2023

   
  I am rejecting this response because:
  Vector Vest is resorting to falsehoods in a desperate attempt to cover up credit card fraud. They have 'never' been given either written or verbal authorization by me at any time to automatically charge my credit card. On the contrary they were repeatedly told over the phone to 'not' charge my card automatically. They simply ignored my requests and treated my credit card like it was their own. I will challenge them to provide 'proof' that I gave them this authorization. They know they cannot. Credit cards are not safe in the hands of this fraudulent company.

  On 9/20/2021 I spoke to **** at Vector Vest. He said my account can be held for upto 3 months and he asked me to call back within 3 months if I wanted to reactivate my subscription. This phone conversation can be played back. They went ahead and charged my card before the 3 months elapsed without my knowledge I Shocked, I then called them on 12/16/2021 spoke to *********** and asked for a complete refund since I wanted to have nothing more to do with them and wanted to end my subscription permanently. I reported this fraud to my credit card company. They did an investigation and refunded the money to me.

  Even though they were told in no uncertain terms by me to completely end the subscription in 2021, they had the nerve to charge my card again in 2022 and again in 2023. This is clear unadulterated fraud at its worst. I have read several reviews of this company and discovered that I am not the only victim of fraud. They have defrauded many others as well.

  The course of action that I would desire in the interest of the public, is that they are investigated and prosecuted to the fullest extent of the law and made to face legal penalties for their unethical and fraudulent practices. They should be reported to the ************************* and to Federal authorities Otherwise, they will defraud many more innocent people in the future..

   

  Business Response

  Date: 10/05/2023

  To further address the customer's concerns: We went back and listened to both of the recorded phone calls from 9/20/21 and 12/16/21. (Full versions of the calls are available and can be e-mailed to the customer upon request.)

  The call from the customer on 9/20/21 (at the 54 second ************************ clearly states the charge is automatic. The customer was also sent an e-mail specifying this language.

  The call  from the customer on 12/16/21 was followed by an unexpected attack on our internal systems and our company was shut down the rest of the month of December and a portion of January so the case sent to the billing department fell through the cracks. The customer never made further contact directly to our support team, so we had no internal knowledge of the continuing annual charges until the BBB complaint was filed.The customer disputed the charges with her credit card and because we do not monitor and dispute chargebacks on a regular basis, she was awarded the refunds through that process. If we would have seen a chargeback was filed, it would have brought her case to our attention again and (due to a chargeback) would have been immediately cancelled.

  This really was just an unfortunate case of bad timing and a perfect storm. Once the BBB complaint was filed, her account was reviewed; we then cancelled the subscription and made sure she had been refunded immediately through the chargeback process. 

  Customer Answer

  Date: 10/10/2023

   
  I am rejecting this response because:
  They claim that the 'representative's' voice on the tape spoke about automatic payments. That doesn't make it legal. It wasn't  'my' voice authorizing it. This company will continue to use twisted and convoluted arguments to cover up obvious fraud.

  I wish to have no further contact with them or to pursue this any further. I feel satisfied that I alerted the BBB and the public about the actions of this company.

• Initial Complaint

  Date:03/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  February 22 I signed up for a free trial and was charged the full amount right away, i never got a free trial even though it said 7 days free trial. R24JH2M8LDFLSM I got this on Apple Store, I immediately requested a refund and it was denied. Why was it denied? And why didnt I get a refund?

  Business Response

  Date: 03/20/2023

  TeMr. ****** used the Apple App Store to sign up for his trial and subscription. VectorVest,Inc. is merely a content and service provider and is more than happy to assist in any issues that you may experience with our software application, however,any billing or payment issues must be directed towards the app store in which you made your purchase.
  If Mr.****** has any problems with our software he can contact our Customer Support Team,************, to help resolve his issue. Unfortunately, we cannot assist him with this matter as we do not have anything to do with payment when purchased through the App Store. He must contact the Apple App Store.