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:07/22/2024

  Type:Billing 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 had a membership from 2023 with Kartra which I ultimately didn't use so wanted it to lapse and not renew. My bank had changed my card, so I didn't give them the new card info. Without my knowledge or permission, they charged my new card $948 on 6/2/24 (apparently my bank gave them the new card info, a lifetime first for me). I've tried to reach them multiple times but you can't send any emails unless you login - which I can't (that's a different problem I've had with them). I found a phone number but nobody answers or returns messages. I am disputing this with my bank card, and after more than 6 weeks this is not refunded, which should be a no-brainer in this scenario.

  Business Response

  Date: 07/26/2024

  Thank you for the opportunity to respond to this issue! We appreciate the chance to clarify.
  
  The full details of this interaction are as follows:
  
  ******************** purchased a 14-Day trial for Kartra Silver for $199/month, and then downgraded within her account to an annual Starter plan for $948 23 minutes later. The fee charged was the reconciliation payment for going from monthly to annual and reflects a large discount. We did not hear from the customer until the following year.
  
  Their most recent support ticket was on 6/5/24 requesting help for an access issue. This ticket was 3 days AFTER she was charged. She logged in to the main profile successfully also on 6/5 (see screenshot). This illustrates that she was aware she had been billed but did not follow up with support to cancel/refund once she regained access to her account.
  
  One of her employees (listed as team member within the account) logged in and exported a group of leads on 6/6/24. The most recent login is recorded as recently as 7/22/24 (See screenshot). There was still no request for refund at this time, which is outside the 30 day refund window.
  
  This means that, despite the claim of not being able to access the help desk, she contacted us successfully and chose not cancel or request a refund. She also logged into her account after that, which simultaneously logs you into the help desk. All that was needed was to click on the support icons on the top and bottom of every page within the account. All customers also have the option to self-cancel through their account. 
  
  
  Regarding the bank auto-updating her card... that is a service to which the card holder has to voluntarily sign up. Any suggestion that the card details were received in bad faith is false and innappropiate. 
  
  
  In the interest of de-escalation, we have decided to accept the dispute and move forward, despite the ability to provide proof that this claim is simply a frustration being aired out of turn. 
  
  
  The Terms of Service that are agreed to at the time of purchase and are detailed in the document listed within this reply, are available at all times. The auto-renewal of subscriptions and refund policy is clearly outlined when a customer makes a purchase. While we regret any misunderstanding, there is no verisimilitude to Ms. ********* accusations. This customer was charged appropriately per policy. 
  The full TOS are here: ****************************************************
  

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 22025785
  
  I am rejecting this response because there are some incorrect statements:

  -- They mention the most recent support ticket was 6/5/24, 3 days after the charge.  Yes, I was trying to login 3 days after the surprise charge so that I could contact them directly to find out what was going on. I learned about the 6/2/24 charge on 6/5/24 when I saw my credit card statement that day.  Customers CANNOT reach customer service without logging in, hence why I attempted multiple times.  By the way, I can't login (that's a different problem which I didn't try to fix as I'm not using their product or services).  I always reach out to a company first if there are questions or disputes, but I was unable to reach them without logging in, even to send an email to customer support.  I was not attempting to login to use their system, which, if they can look at my account, had no activity other than entering emails and later exporting them within the time frame that I had already paid for.  I was not trying to login to use their system but to contact customer support, which I was never successful in doing.  Additionally, they never returned my phone messages, which was another attempt to reach them in good faith.  On 6/5/24, after attempting for about an hour to login and somehow get through to customer service to speak with someone at ********************** and having zero success, I immediately called the credit card company to dispute the charge and find out how Kartra got the new card number.  That dispute is not resolved yet.   

  --I have NOT logged in as they state, and still can't (that's a separate issue).  Yes, I sent a support ticket re: logging in one 6/5/24 because I was trying to get in to communicate with them about this issue.  Apparently, my assistant did login (and was able to get in, I still can't) as she was going to do the legwork with the project I initially was going to do with Kartra.  However, she is a medical assistant and in no way involved with any billing.  She may have logged in since I couldn't, however, since I never did ultimately use this system or become familiar with it (beyond entering and exporting emails - which is not using the marketing features of the system), I wasn't aware that I could have sent a message through her account to reach them.  Additionally I had already called them with no returned call, email or any other communication.  I was not aware she logged in 7/22/24, but may have done so since I mentioned that I had not heard anything about the dispute I did with my credit card.  We have not been using this system other than as mentioned above, nor after being charged on 6/2/24.  If they can look into my account, they can easily see that we're not using their services or system.  Nobody is logging in, or trying to, to use their system.  We've been wanting to communicate with someone there.  

  --Regarding their statement that I have to voluntarily sign up for the card to be auto-updated, I did not (and they weren't there so not sure why they are making statements). I asked the bank this question of why the new card number was forwarded, and they said since they were the ones who changed the card from **** to Mastercard (their decision they announced to me earlier this year), they automatically forwarded the new card info to auto-pay companies.  Given that I still had to provide the new card information for multiple companies, I had no idea that Kartra had the new card information because I did not give it to them.  My plan was to let my membership lapse and just not forward the new card info to them, having no idea that the bank did so until after the fact.  Again, the bank later told me they did for auto-billing when I was on the phone with them 6/5/24, but before that I was still getting calls and notifications from other companies for the new card information so didn't realize that Kartra would have this information.  Not everything on auto-pay did transfer over, so I had no idea that it did for Kartra.

  --They didn't mention sending me any messages before 6/2/24 that I would be charged on 6/2/24 and I didn't get any emails.  I knew the annual membership I paid for in 2023 would expire, but, again, I wanted to let this lapse and not give the new card info, hence why I didn't reach out beforehand.  

  --I'm not clear about their statement of, "In the interest of de-escalation, we have decided to accept the dispute and move forward..."  What do they mean by that?  My main concern is being refunded for a purchase that I did not think would have any chance of being done (with a new card that I didn't provide).  Are they saying they're refunding this or not?  I'm not using this system and haven't used it for it's purpose even last year for the membership I did sign up for.  As of this writing, I have not heard from the bank stating this dispute is resolved and/or that I've been refunded, so what do they mean by "moving forward"? 

  --They mention that my claim is simply a frustration being aired out of turn.  Of course I'm frustrated - not able to reach customer service at all including sending them an email, no returned phone calls, no prior communication that I was going to be charged soon to renew the membership, then to be charged almost $1000 for a service I'm not using, then no response in any way, shape or form when I disputed this with the bank card, since I couldn't reach anyone at Kartra.  And now spending more time still chasing this down, for a product and services that I haven't used and have no plans to use.  Most companies have the option to send an email message from their website and not have to login to anything in order to send a message - I couldn't do that (they make you login to send any customer support message).  They say I didn't reach out to them to discuss this - that's because of their system and not because I haven't spent time and energy trying multiple times to reach them and unreturned phone calls I made.  Of course there's no record of me reaching them when getting through to them is part of the problem to begin with.  Who wouldn't be frustrated?

  --I provided all of this info to my bank when I called them on 6/5/24 re: not being able to even send an email to customer support, that I had been trying unsuccessfully to reach them, and I received no communications re: I would be billed on 6/2/24 at which time I could have responded to not renew the membership.  

  --I'm attaching the email from ***** Fargo (my credit card bank) about the dispute which I filed with them 6/5/24 after not being able to reach anyone at Kartra.  This is to verify that I was trying to do something about this charge and I don't file any disputes with a credit card until I've attempted in good faith to work thing through with the vendor.  Credit card companies always ask if I've tried to work things out with the vendor and I called the bank (vs. the auto-dispute online) to tell them how I attempted multiple times to get through and can't (their online question asks if I spoke with someone at the company.  That answer is no, but not because I wasn't trying to get someone, which is why I called the bank to tell them this).  Kartra's claim that I didn't reach out to them is false - I could not get through.  Their claim that I didn't reach out until more than 30 days after the purchase is not accurate - I did reach out and they are impossible to connect with without logging in.  If they want a record of someone trying to reach them, make yourselves available and, at the bare minimum, have a general email where you can be reached without having to login.  Also please return phone calls.  

  Thank you for your time and attention.

  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 07/29/2024

  7/29/24: a bit more to my response, which I did quickly as I got their response Friday near the end of the day and hurriedly answered as I didn't want this hanging over my head for the weekend.

  --They mentioned that I should have used my assistant's account to reach them.  After putting in a good faith effort for about an hour via any email and leaving a voice mail on their phone (which was never responded to), did they consider that it's inappropriate to use somebody else's username and password (UN/PW), or for that person to share hers.  She works remotely so I couldn't use her computer after she logged in because we're physically apart.  Additionally, those of us working in healthcare have it drummed into ** from the start to Never share your UN/PW or to use somebody else's, so that was nowhere on my radar screen.  My assistant offered to reach out, but she doesn't have my banking info, and the bottom line is it's not her responsibility to have that conversation with Kartra.  She's not the decision maker or bill-payer.  Most companies are accessible via email and phone - I spent about an hour trying to reach you guys those ways, which is far longer than it should take to reach a customer service representative (which I still wasn't successful doing).  I've never had a company suggest that I use somebody else's UN/PW.  

  --No mention of my voice mails, which went unanswered, the first being 6/5/24 (when I discovered I was charged) and again in July (I have the date written down at work, going off memory I believe that was 7/20/24 but need to double check).  

  --They imply that I didn't reach out to them until now.  Not true, which I already discussed, and sent an attachment on Friday re: the dispute I filed with my credit card 6/5/24 since I couldn't get through to Kartra and know to reach out promptly on something like this.  I fine it ironic that they use examples of me trying to actually reach somebody, including sending in a ticket for help so I could login and reach them, and they are using this to try to show, "See, she's using our product!"  Ironically after I sent in the help ticket, I didn't follow-up on it because I didn't want them thinking I was going to use their system - which is exactly what they are doing.  I haven't used their product for about a year and never did use it for it's intended use (I changed to another company because of new people I ended up hiring and did that not too long after I paid the 2023 annual membership which I ultimately didn't use).  It can easily be proven that I'm not using their product, and if they can track logins they mentioned, they can easily see we've not been using their product or services.  Recent interactions with Kartra that they provide as "proof" I'm using their system were because of me trying to reach a live person about issue, not because we're using their product.

  --My statement that I did not give you my card stands.  The fact that my bank did is a lifetime first - I've never had a bank do this.  This info was likely in one of the 60+ emails/messages I get daily (even though I still manually updated the new card info into multiple sites).  ****** learned, and the fact remains that I did not give you my new card information.  

  Again, thank you for your time and attention.

  Business Response

  Date: 07/31/2024

  While we always appreciate the chance to respond, we also understand that there may never be an agreement on this topic. As a company, we can only follow policy, make exceptions where appropriate, and do our best by our customers.  After a thorough review, we can confirm that all procedures adhered strictly to the policies outlined in our Terms of Service. There were no inappropriate actions on the part of the company, and any suggestions to the contrary are unfounded.

  
  We are also pleased to confirm that the customer will be returned the funds in question to facilitate a positive resolution. Given this resolution of the matter, we consider this issue closed and have no additional comments to provide.

• Initial Complaint

  Date:05/06/2024

  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.

  I canceled my Webinar Jam and Ever Webinar accounts last year. However, they did not shut down my account and they billed me for $996. Their customer service promised to cancel the auto-pay transaction but it still showed up on my credit card.

  Business Response

  Date: 05/22/2024

  Thank you for the opportunity to respond to this issue! We appreciate the chance to clarify.

  As you can see in the link included below that details the complete interaction between the Genesis Digital support team and ******************, there was no cancellation request made at the time ****************** states. The Genesis Digital Terms of Service do specify a ten day window to process cancellations to ensure the auto-charge cancellation has time to complete before re-bill. Once properly notified, the team both refunded and cancelled the account, then deleted all information immediately, as requested. This was met with abusive, inappropriate language. While the team strive's to deliver the most efficient support possible, we cannot take action on an account without that specific communication. We're happy to answer any additional questions if necessary!

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

• Initial Complaint

  Date:01/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This company is highly aware of the faulty systems that their customers are paying for to conduct online webinars efficiently. I paid over $5,000 in ad spending with no issues issued during the webinar jam test prior to my official webinar. On the day of the actual webinar, their system crashed; my friend also had the same issue during her live webinar as well. However, my friend was granted a full refund from this company, and they stated that they do not give refunds after 30 days, but they, in fact, provided my friend *************** with a full refund, and they have also admitted to refunding her as well in their email. They persist in informing me that they will not refund my money, which is unfair to their customers as they are not treating us all fairly under the same guidelines. This service is fraudulent and they are taking money from consumers while only provided "some" customers with refunds. I will presume my $5,000 spent if they do not at least refund my $200.

• Initial Complaint

  Date:01/31/2023

  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.

  Responded to ad in ********** offering $50 for 15 minute webinar. Been logged in over 15 minutes and nothing. I want my money. Thank you

  Business Response

  Date: 02/02/2023

  We're so sorry to see this! Unfortunately, this was not a webinar run by Genesis Digital the creators of WebinarJam and EverWebinar. The platform is owned by Genesis Digital, but the product being sold is not. This was a webinar created by a customer of ********************. Unfortunately, we are not able to refund monies that are transacted via a customer integration. However, we did take a look to determine who the customer is, and have a support email we can provide to you. That email is: *****************************

  Additionally, we are investigating this client to confirm that the *** guidelines are being followed and will take any necessary and appropriate action on the account should there be any untoward findings. 

  We are sorry you had a bad experience and will always do whatever we can to rectify that. Unfortunately, in this scenario, pointing you to the owner of the actual product is the best we can do. If you are not able to receive a response to your support ticket from Revolut, please reach back out to us at ********************************* so that we can add that information to our investigation. 

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18939787
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 02/02/2023

  BS reply. I'm still very disappointed.

  Business Response

  Date: 02/03/2023

  Yes, I imagine it is very disappointing. Since we do not have the ability or authority to take action on any customer transactions, and the product which you purchased was not one from Genesis Digital, I suggest the following:

  1. Request a refund from the actual company. Have you had a moment to do this yet? If not, please do to ensure you are making the request within that company's guaranteed refund period. 

  2. If you have, and there was no response, you always have the option of disputing the charge with your credit card company in the form of a chargeback. Delivery of the product you purchased is required. If you can show that you never received the product for which you paid Revolut, then you will likely have a positive outcome from your CC company. 

• Initial Complaint

  Date:08/24/2022

  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.

  Genesis Digital operates a platform called "Webinar Jam" and "Ever Webinar" and I checked out their site and signed up for their service because I need a webinar to help with clients and marketing. I paid the year in advance, trusting that they were a legit company. I was wrong. The don't host any videos, so you have to use a 3rd party for your video. They suggested "Vimeo Pro" as the video host, so I purchased it. I uploaded my video to Vimeo Pro and copied the link to Ever Webinar and it just gives an error message. If you try enough times, it will eventually allow you to use the link. The video on Vimeo is ******* clear, but when played through Genesis' software, Ever Webinar, it looks grainy and pixelated. It is a TERRIBLE product! I have tried to resolve it, tried to get help, but they do not answer their telephone at all, which is bad business. They have a chat, but the person on the chat just tells you that they can't help. I have done everything I can do resolve this, but they have a terrible software that doesn't work, terrible customer service, and no resolution options. Please help!

  Business Response

  Date: 09/16/2022

  We are very sorry this situation was not able to be rectified to the customer's satisfaction. ********************* contacted support on 8/24 w/ his product complaints. He demanded a cancellation and refund, then threatened legal action. At this time, he was a month past the refund guarantee period, which ended July 29. This was the first communication we received regarding his ************ indicated he was not interested in troubleshooting, while speaking in an abusive manner to the support staff. We offered technical assistance and to investigate his claim. He never provided more information. Without the data we requested from him, we were unable to offer a refund exception. However, we did then offer a two month credit to his account and one on one technical assistance to get him up and running as quickly as possible. We remain happy to to help if **************** is receptive to that, but he is not eligible for a refund. His access to the product remains intact and he can use it at any time.
  

  Customer Answer

  Date: 09/19/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This business is now lying to the BBB as well! I tried MULTIPLE times to get customer service and was ignored. It takes days or weeks to hear from them! No one answers their phone! If you chat with their support, they tell you that they can't help you! Half the time, their support chat doesn't even work! I TRIED to contact them about the issues I was having and could NOT get anyone! The support chat didn't work, the phone number did not get anyone, and they do NOT respond to emails. It is IMPOSSIBLE to reach anyone here in a timely manner. They are corrupt and their way of doing business is to lock you in with a 30 day test period, but not let you get hold of anyone during that 30 days so that they can claim you are past your 30 days and not refund your money. They are a FRAUDULANT company and they need shut down or else new management that gets some customer service so that clients can actually reach someone. As far as "Abusive Language", at no point did I curse at anyone, nor make any comments that would be considered "Abusive". I was very frustrated at how they refused to help me and I did threaten legal action and I'm still considering taking legal action.

  Business Response

  Date: 09/20/2022

  Genesis Digital is a legitimate company with a stellar reputation, serving tens of thousands of customers since 2013. Claiming fraudulence because the answer to your request was appropriately denied with the reasons being clearly outlined and agreed to by all parties in the terms of service is inaccurate and libelous, and has been forwarded to general counsel. We offer email and live chat support in order to maintain meticulous records of all communication. We always strive to be as fair and accommodating as possible. If ************** would like to forward us the emails he sent prior to our first contact of record so that we may verify accurate time/date stamps, we will be happy to offer a refund should those dates be within the refund guarantee period. Outside of his willingness to do so, we have no choice but to adhere to the dates of the first communication we received. We are willing to work with this gentleman. We simply need the emails we've requested. Outside of that, we remain happy to offer him extra time and one and one support to get up and running.