ComplaintsforFounders Card LLC

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The website is deceptive and a complete scam. I signed up for a free 6 month trial , as soon as I logged into the website a pop up box shows up saying to confirm your membership , which I did and then it says thank you for upgrading your membership. It is very sneaky as it looks like just a confirmation of the free trial that you just signed up for. I emailed within the first week to let them know that this is not what I wanted and just wanted the free trial and I am being told that its my fault and they will not do anything. I would like a refund of the upgraded membership and full cancellation of anything to do with Founders Card again. These tactics are not in good business practice. When in the upgrade section of the website, they ask you to check a box and then you can click upgrade now however, even if you do not click a box that captures the terms, they will automatically charge you regardless - so a single mistake of a click can cost you $500 .Do NOT do business with this company, and avoid any free trial offers. I want a refund of my money

  Business response

  06/18/2024

  This customer originally activated a free trial on June 4, 2024. On that same day, they selected an option to upgrade to a paid subscription through a promotional offer. Upon upgrading, the customer requested multiple valuable benefits that were not available on the free trial. After upgrading, customer received a confirmation email for his purchase and we did not receive any response that this was an error. Then, on June 7, the customer contacted us to say we charged them on a free trial. We explained the offer they accepted to stop the free trial and upgrade to a paid subscription Membership tier, how they accepted the Terms of Service that stated it was non-refundable, and that we had already provided upgrades and benefits that were only available to paid users. He threatened to file a BBB complaint if we didn't give him a full refund, which we explained he was not eligible for since he accepted this offer and requested benefits on our site (which is our product offering). We cannot provide a refund for this year, but have scheduled for this customer's account to cancel automatically without charge at the end of this subscription term.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I canceled my subscription in December using the website's cancellation link. I received an email confirming they received my cancellation. In January, they billed my credit card for a renewal. When I called, no resolution was offered other than canceling my membership, which I already did. My complaint is the company charged me for a canceled membership.

  Business response

  02/16/2024

  Dear ***********,
  
  We're very sorry to see this complaint from you but of course we can still help.
  
  We see you filled out a contact form on our site on December 27th requesting to cancel your account. We replied back to you the next day on December 28th, with some information about your account and benefits, and asked you to reply so you could confirm if you wanted to proceed with canceling, or wanted to take our offer. We did not get a confirmation from you so your account was left open. We also searched our phone records for a call from you since December but do not see record of a call. So sorry if there was any confusion on either side about the status of your account after that email exchange, but of course your account is still eligible for a refund.
  
  We have just processed the refund now and canceled your account. You will see the refund back on your side in 3-5 business days.
  
  We wish you all the best.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The website is deceptive and a complete scam. When in the upgrade section of the website, they ask you to check a box and then you can click upgrade now however, even if you do not click a box that captures the terms, they will automatically charge you regardless - so a single mistake of a click can cost you $300-595. Do NOT do business with this company, and avoid any free trial offers. I want a refund of my money.

  Business response

  11/10/2023

  Dear *******************,
  

  We are sorry to receive this complaint. You recently applied for Membership by activating a free trial. You logged into the site about 10 different times during your first week and reviewed the page on our website to upgrade your trial Membership to a higher Membership tier multiple times. Then, on November 3rd, you were reviewing this upgrade page again, and clicked a button that said "Upgrade to Elite", which upgraded your account. You then called our customer service team and asked for a upgrade rate that was previously offered to you that had since expired, and was not shown on this page, and we told you that offer had expired. We said we could reverse the upgrade entirely at that point and provide a refund if you wanted, but you disconnected the call.
  
  We did not know that you wanted a refund of the charge until we saw this BBB complaint on November 6th. After receiving this complaint, a customer service manager called you and left a voicemail offering assistance and sent you an email as a follow up, but we have not heard back. We also subsequently received an alert from the bank that there was a dispute on the Membership fee. We accepted this dispute so that the Membership fee would be returned to you, and your FoundersCard account has been closed. 
  
  We are sorry for any frustration caused and would have been more than happy to resolve this with you if we had worked with you directly.

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for a free year of Founders Card in 2021. I didn't get much out of the card (for instance, their 50k in free stripe processing fees doesn't apply to my business model and I wasn't eligible for the benefit), I book rental cars through ************** and not ***** etc. I didn't realize they were going to charge me $995.00 per year after that, and didn't know that they had charged me because they sent 0 communications to me that anything had been renewed. I have now been charged $1990. I want a full refund and cancellation immediately.

  Business response

  09/26/2023

  Dear ****,

  We have been communicating with you via email and am sorry to see this escalate to a complaint.

  You joined FoundersCard in 2021, and agreed to an automatic renewal of your Membership unless canceled per our Terms of Service (**************************************). Per those terms, you were automatically renewed in 2022, and we didn't receive any communication from you that you wanted to cancel your Membership. You would have been eligible for a full refund if you had contacted us within 60 days of your renewal. Additionally, you had logged into your account online after your 2022 renewal which would show awareness that this account was still active.

  For your 2023 renewal, we received a notification from your bank that you were disputing the charge, so we accepted that dispute right away and returned the funds to you. You had also emailed us requesting an additional refund for the 2022 renewal and we told you that was not possible to provide over one year later. We offered to extend your Membership for an additional 12 months at no cost as a courtesy, but we have not heard back from you since that communication.

  Prior to this correspondence, there was no communication about difficulty in redeeming any benefits, and we have ongoing status upgrades on some of your travel accounts that we've granted through our benefits when you redeemed them. 

  We would ******************* further with you to turn this around any way that we can, and we're sorry to see you go.

  I understand this is not the solution you were looking for, but we are not able to provide a refund for a renewal fee charged over one year ago when there was no request for cancelation at that time.

*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. ↩