ComplaintsforEmma, Inc.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Product never arrived. No email communication only text mrssage. False tracking number No way to contact for customer service. No text mrssage response. No product.

  Business response

  04/02/2024

  This complaint has been submitted for Emma **** the email marketing company, our website is myemma.com. We are a ************ that provides access to our online email marketing platform to create, design and send out marketing emails. We do not have any product we physically mail out to any customers, or provide any form of tracking number and do not communicate with our customers via text message.

  I believe this individual is likely trying to issue a complaint for Emma Relief - ***************************************

  We regularly get emails requesting to cancel service from Emma relief customers for similar issues such what this individual is describing. 

  **********************;
  Billing Manager
  myemma.com

   

• Initial Complaint

  07/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our firm is caught in an automated communication loop that can only be resolved by a live person. We have tried emailing and only chat but there is not live person feature. We can't log into our account or even cancel the account because we can't log in. We have submitted numerous support tickets and no one responds. No one responds from billing or accounts either. We need for someone to call us or me directly to resolve this issue. ********************* or ************.

  Customer response

  07/05/2023

  They finally responded and all the problems have been resolved.
  Please close this complaint. 

  Business response

  07/25/2023

  Per the complaint: 

  MESSAGE FROM CONSUMER:
  
  They finally responded and all the problems have been resolved.
  Please close this complaint. 

  Customer contacted the ********************** Support team via the Emma support phone number on July 3 to get instructions on how to access their account and is not able to log in.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I'm the controller for *** ********** Inc. I requested to cancel our contract on 11-8-21. They advised I had to pay thru end of contract period which was May of 2022. I did explain via email we had been trying to cancel for months online but it did not seem to work.They stopped billing our credit card and in February I got a notice from a collection agency.I paid the 3 invoices the collection agency provided. They had been emailed to an email address that was not valid and thus had not been paid. The payment was mailed to Emma and the check was cashed. I explained to the collection agency I was not disputing the charges and would need invoices for March April and May of 2022. I never received those and the collections agency contacted me again today wanting payment. I emailed EMMA 4-22-22 requesting invoices because you can never actually speak with anyone. Only email correspondance.. No phone number to call.I want them to remove the bad mark of credit for *** **********. We should never have been turned over to collections. They had communicated with me via email and yet sent invoices to some other email that was not valid.Actual customer contact is still needed to clear up issues. THIS COMPANY has no customer service skills and they hide from their customers.I do have email communication copies if needed at a later time.

  Business response

  05/19/2022

  Business Response /* (1000, 5, 2022/05/09) */ Customer entered into an annual agreement with Emma for services. In that agreement, the customer provided a primary billing contact for billing notifications sent during the annual term. At any point during the annual term, Customer is responsible for updating the payment method and billing contact information either in the application in their account or via an email request to our support or billing teams. At no time was the billing contact updated by either means, so billing notifications continued to go to the billing contact on file. In November 2021, a cancellation request was received and the response from Emma provided the contract information, a copy of same, as well as informing the customer that the credit card on file would be removed from auto-pay due to the cancellation request. Per policies in place by the credit card companies pertaining to chargeback rules, merchants are required to remove auto payment for recurring subscription charges once a request to cancel is received. Once the account fell into arrears, the billing team sent proper notification to the customer billing contact on record regarding the non-payment status. A final notice was then sent with a deadline for payment and termination date for the account. No response was received, so the account was terminated and sent to a third-party collection agency. Payment for the past due amount was received after the placement date and the collections agency was notified of same. Customer then requested an invoice for the remaining contract value and that was sent to the collection agency for forwarding to the customer. All proper protocols and processes were followed in accordance with our terms of service, which can be viewed here - https://*******.com/services-agreement/ Consumer Response /* (3000, 7, 2022/05/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I initially contacted My Emma pn XX-X-XX stating we wanted to cancel our subscriptiion. They replied and said our contract was not up until *** of 2022. I asked for a copy of the signed contract and explained we had tried to cancel online but it would not let us do so. I **** attach all of that correspondence. I never heard anything else from them until the collection agency contacted me on 2-21-22. I initially thought he was part of My Emmma until he forwarded me documentation where they had turned us over to collections. I told him we needed invoices to pay against and he then sent me invoices for December 2021, January 2022 and February 2022. I mailed that payment to MY Emma and the check cleared the bank. I told him at the time that I would pay the rest of the contract period whwen I received invoices. I never received them. Then in April another person from the collection agency contacted me wanting payment. Again I told her I needed invoices to pay against. She told me I had to contact MY Emma directly for those invoices even though they had turned it over to collections. I **** attach that communication as well. The collection agency did send me an invoice for March, April and *** of 2022 and that has now been paid but has not cleared our bank yet. All of the attached communication **** prove I was trying to work to get this issue resolved and was met with no response ever from My Emmma. I want them to undue the bad marks we have received due to being turned over to a collection agency by them. They DID NOT act in "good faith" at all. Regards ***** ******* Controller OCO Biomedical, Inc. Business Response /* (4000, 9, 2022/05/12) */ On April 22, Emma received a request from the collection agency for an invoice that covered the remaining contract value for the customer. An invoice for same was sent back to the agency and forwarded to the customer that same day. Payment for that amount was received by Emma on *** 11. This **** serve as confirmation that the collection agency **** not report this customer placement to the credit agencies. Consumer Response /* (4200, 11, 2022/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) We would like an apology from MY EMMA for acting in bad faith rather than trying to resolve this amicably. They have yet to take any responsibility for their total lack of communication. They do have an obligation to act professionally and I would hate for another company to have to endure this sort of treatment.\ We do accept their WORD in the last correspondance that their collection agent **** not turn us over to credit agencies.

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