Complaints

• Initial Complaint

  11/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10/14/24,I recieved an order from Supernateral Man, that I ordered from an Ad...promising increased libido and ability for my husband. 30 day money back guarantee. $84.19. They ALSO included a "bonus supplement " that I did NOT order for $53.95. 2 weeks later...nothing but disappointment. AND, I get another bill for $79.92!! No product...just a bill. I write to customer service (have copies of all exchanges) I want THAT charge cancelled, and a refund. They DID cancel the 2nd charge that came 2 weeks After the 1st, but said we had to try it at least 1 mth. After the month, I wrote, requested the refund..and 3 emails later...no response! This is a scam and doesn't need to be operating! I want my money back!

  Business response

  11/26/2024

  Dear BBB Complaint Services,

  
  RE: Complaint ID ********

  
  Thank you for bringing this customer complaint to our attention. We take all customer concerns seriously and would like to address each point raised by *** *******.
  

  Facts of the case:
  

  1. The customer placed an initial order on 10/14/24 through our website for $84.19.
  2. A companion supplement was included for $53.95.
  3. A subsequent charge of $79.92 was made for our digital Become Supernatural Program.
  

  Actions taken:
  

  1. Upon receiving the customer's communication, we promptly refunded the $79.92 charge on 10/29/24, which was our last correspondence with the customer.
  2. The Become ********************** Program is a digital subscription service with a 14-day free trial period, after which monthly charges begin. We send reminder emails 3 days before any charges to allow customers to cancel.
  3.Regarding the original product purchase, our terms clearly state a 60-day money-back guarantee period, as the product requires 30 days of consistent use to show results. This information is displayed on our checkout page at *************************************************************************************.

  To ensure customer satisfaction, we will:
  

  1. Issue a full refund for the initial product purchase of $84.19
  2. Issue a refund for the companion supplement of $53.95
  3. Confirm that the $79.92 subscription charge has already been refunded
  

  We have implemented the following improvements to prevent similar misunderstandings:
  1. Enhanced visibility of our subscription terms during checkout
  2. Clearer communication about companion products
  3. More prominent display of our money-back guarantee terms
  

  We value our reputation and aim to resolve all customer concerns promptly and fairly. We apologize for any confusion or inconvenience *** ******* experienced.
  

  Sincerely,

  Customer Support Team

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

  Customer response

  11/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** *******
  
  
  
   
  
  

• Initial Complaint

  11/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Either Supernatural Man LLC or somebody else obtained my CitiBank Credit Card ending in **** information and I got FRAUDULENTLY charged twice $83.99 + $83.99, even though I never conducted business with this company nor purchased anything from Supernatural Man LLC!I immediately cotacted ******** and filed disputes for BOTH ********* TRANSACTIONS.

  Business response

  11/26/2024

  Dear BBB Complaint Services,
  

  Re: Complaint ID ******** - ****** ******

  
  Thank you for bringing this complaint to our attention. We take all customer concerns seriously, particularly those involving potential fraudulent activity.
  After investigating the transactions in question, we can confirm the following:

  
  1. Our fraud detection system had already flagged these transactions as suspicious.

  2. Both charges of $83.99 (totaling $167.98) are in the process of being reversed.

  3. We have blacklisted the account used to prevent any future unauthorized transactions.
  

  4. We maintain robust security measures to protect against fraudulent activity.
  

  We acknowledge *** ******** statement that he never conducted business with our company, which aligns with our findings that these were indeed unauthorized transactions. We are taking immediate corrective action to ensure the customer is not financially impacted.
  

  Our commitment to security and customer protection includes:
  

  -Proactive fraud monitoring systems.
  -Immediate action on suspicious transactions.
  -Full cooperation with financial institutions on disputed charges.
  -Continuous improvement of our security protocols.
  

  The refund process has already been initiated, and the customer should see the reversal of charges on their CitiBank credit card within 3-5 business days.
  If you require any additional information or documentation regarding this matter, please don't hesitate to contact us.

  
  

  Customer response

  11/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  While I appreciate that the business takes Fraudulent charges seriously, I'd like to bring to owners' and/or managers' attention that I was contacted by ******** to let me know there was A THIRD Fraudulent transaction for the same amount of $83.99, besides the first two Fraudulent transaction of $83.99 each, but the third Fraudulent charge was under "DBA" of Supernatural man LLC ************, while the other two Fraudulent charges were under "DBA" Supnatman ******** ***!

  Please make sure that you refund a total of $251.97 "3 X $83.99 = $251.97" and the NUISANCE this caused including substituting my compromised CitiBank Credit Card! I TRULY hope getting Fraudulent charges doesn't happen to anybody else!

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  12/18/2024

  Dear BBB Complaint Services,

  
  Thank you for bringing *** ******** additional concerns to our attention regarding complaint ID# ********. We take all allegations of fraudulent activity very seriously and have thoroughly investigated this matter.

  
  After careful review of our transaction records, I would like to clarify several important points:

  
  1. We have located only one attempted transaction matching the details provided by *** ******* documented in the attached transaction receipt showing:
  -Transaction ID: **********
  -Date/Time: 11/21/2024 4:01:12 PM EST
  -Amount: $83.99
  -Card ending in ****
  -Status: Failed/Declined

  
  This transaction attempt was flagged in our system and was declined, meaning no charges were successfully processed or posted to the customer's account. While the transaction may have been attempted multiple times, our records show that all attempts were declined by the payment processor (*****************) and did not result in any actual charges to the customer's card.

  
  Regarding the customer's concern about charges under different DBAs ("Supnatman" and "Supernatural man LLC"), we want to clarify that our business operates under both names, but this is irrelevant to the current situation as no charges were successfully processed through either DBA name.

  
  Based on the transaction receipt and our system records, we cannot process a refund for $251.97 as requested because:

  
  -No successful charges were processed through our system
  -The transaction attempts were all declined
  -The charges appear as pending, not posted, in the customer's records
  

  We recommend that *** ****** continue working directly with ******** regarding any pending charges on his account. Since these transactions were declined on our end, ******** should be able to confirm that these pending charges will drop off his account without any actual charges being processed.
  

  We share *** ******** concern about fraudulent activity and have robust security measures in place to prevent unauthorized transactions. Our system's successful detection and decline of these suspicious transaction attempts demonstrates the effectiveness of these security measures.
  

  Please let us know if you need any additional information or documentation to help resolve this matter.
  

  Sincerely,

  Customer Support Manager

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

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For the past 12 to 18 months this business has been charging my credit card ***** per month for products that I have not received. I do not understand why a business would do this and on top of that not email supposed recurring charges given they had the authority to do so, which obviously they don't. This company is a menace and need to be stopped from scamming consumers.

  Business response

  12/18/2024

  Dear BBB Complaint Analyst,

  
  Thank you for bringing this customer complaint to our attention. We take all customer concerns seriously and appreciate the opportunity to address this matter thoroughly.

  
  After reviewing our records regarding *** ***** ******** complaint, we can provide the following detailed information about the subscription service in question:
  

  1. Initial Enrollment and Trial Period
  

  -The customer initiated a ****** free trial of our Become Supernatural Electronic Courses on June 16, 2023, at 2:19 PM EST along with their purchase of the product Brazilian Wood.
  -All terms of service, including the transition to a paid monthly subscription after the trial period, were clearly presented at signup
  

  2. Communication Protocol
  -Three days before the trial expiration, we sent a notification email to ******************* (the email provided during registration)
  -Our system continues to send reminder emails three days before each monthly renewal
  -All emails to this address show successful delivery confirmation
  -We recommend checking spam folders as automated notifications may sometimes be filtered
  

  3. Subscription Status and Charges
  -The subscription was automatically terminated on November 3, 2024
  -The last charge was processed on October 8, 2024
  -No further charges will be processed
  

  4. Resolution Actions Taken
  -Although the customer's chargeback claim (Case Number ************* was denied by their bank, we have chosen to issue a courtesy refund
  -We have refunded four charges of $79.92 each, totaling $319.68 to the credit card ending in *****
  -This refund covers the disputed charges involved in the chargeback case
  

  We maintain detailed records of all customer communications and transactions to ensure transparency in our business practices. Our subscription model includes multiple safeguards to keep customers informed:
  -Clear presentation of terms during initial signup
  -Pre-renewal notifications
  -Easy cancellation options
  -Responsive customer service
  

  We regret any confusion or frustration *** ****** experienced with our service. While we disagree with the characterization of our business practices as fraudulent, we have chosen to provide a refund as a gesture of good faith and our commitment to customer satisfaction.
  

  Please let us know if you need any additional information or documentation regarding this matter.
  

  Sincerely,

  Customer Support Manager 

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

• Initial Complaint

  10/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I saw a charge on my bank account for $290.14 despite the fact that I have never heard of, ordered, or contacted this business or company, yet they had all my credit card information and my home address and charged my card for their products to be shipped to my ******* I did not place this order and they have my card number and address, it would seem that the company is the one who managed to get my information and address and charge me without my knowledge or consent. This needs fraud and needs to be investigated.

  Business response

  10/03/2024

  Dear BBB Complaint Services,

  
  Thank you for bringing Complaint #******** to our attention. We take all customer concerns seriously and appreciate the opportunity to address this matter.
  We have thoroughly investigated the complaint filed by ******** ******* regarding an unauthorized charge of $290.14. I am pleased to inform you that this issue has already been resolved. Here are the key points of our findings and actions taken:

  
  Suspicious Activity Detection: Our system flagged this order as suspicious due to it being placed from a computer in ********, *****, which did not match the customer's location.
  Proactive Refund: As a precautionary measure, we preemptively issued a full refund of $290.14 to the card ending in **** on October 2nd, 2024, the day before this complaint was filed.
  Account Security: We have blacklisted the account associated with this order to prevent any future unauthorized transactions.
  Fraud Prevention: We are treating this incident as a case of potential fraud and have taken steps to strengthen our security measures to prevent similar occurrences.
  

  We understand the distress unauthorized charges can cause and sincerely apologize for any inconvenience *** ******* may have experienced. Our prompt action in this matter demonstrates our commitment to customer security and satisfaction.
  

  We have attached documentation confirming the refund and the steps taken to secure the account for your records.
  

  If you or *** ******* require any additional information or have further questions, please don't hesitate to contact us. We are committed to maintaining the trust of our customers and upholding the highest standards of business practices.
  

  Thank you for your attention to this matter.
  

  Sincerely,
  *****

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

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

  Customer response

  10/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******** *******
  
  
  
   
  
  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This recurring bill showed up on my credit card statement for a product I have never received. I have reported it to my credit card company as fraud which it is.

  Business response

  06/24/2024

  Dear *****************************,
  
  Thank you for bringing this matter to our attention. We have reviewed the complaint from ************************* regarding the recurring charge for the "Become Supernatural" subscription.
  
  We acknowledge ******************** concerns and apologize for any inconvenience caused. Our records indicate that the subscription in question has been canceled as of today, June 24, 2024. Additionally, we have processed a refund in the amount of $479.52 to the **** card ending in 8130. This refund should reflect on the customers account within 3 - 5 business days.
  
  We strive to provide the best service to our customers and regret any distress this situation may have caused. We assure **************** that no further charges will be made, and there will be no further contact from us regarding this matter unless requested by the customer.
  
  If there are any further questions or concerns, please do not hesitate to contact us.
  
  Sincerely,
  
  Customer Support  
  **********************  
  

• Initial Complaint

  09/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Got Billed for a second order which I did not order

  Business response

  09/25/2023

  Hello *****,

  We apologize for any inconvenience this situation may have caused you. We would be more than happy to assist you in rectifying this issue. Please email us at: ****************** with your first/last name, and order number and well get back to you as soon as possible. Our ******** care agents are available 24/7 for your convenience and are always ready and willing to assist you.

  Thank you,

  *****

• Initial Complaint

  07/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On july7th 2022 I tried to order a 90 day supply of the product for 179.00$ When I tried to check out it kept taking me to additional pages and bonus offers and I kept trying to skip them and check out. By the time the order was complete they had charged me 650.00$ I just want the original 90 day supply at 179.00$ I feel that the checkout process was misleading and purposely confused me to add more charges than intended.

  Business response

  11/15/2022

  Hi ******, were sorry for the inconvenience this issue has caused you. After reviewing your account, our records indicate that all of the orders under your account have now been refunded as of July 14, 2022, with the exception of the initial $179.69 order as requested in you initial correspondence. This action may take 3-5 business days to be reflected in your bank balance. If you have any issues with your refund after this time frame, please reach out to our dedicated support team by phone at ***************** or email us at ****************** to allow us to investigate further to resolve your account issues ASAP. Our customer care team is standing by 24 hours a day, seven days a week, to assist however were able to. Thank you for your time, and we sincerely hope you have a great rest of your week!

*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. ↩