ComplaintsforBigCommerce, Inc.

• Initial Complaint

  09/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company had my name and credit card number associated with an account and proceeded to **** me for over 2 years. When I contacted them to find out how my billing information became attached to an account I never opened they refused to provide me the information on the account or refund the payments charged to me. This is grand larceny and fraud.

  Business response

  09/21/2021

  As explained in your support case #********, for the security of our merchants we cannot provide account information without proper authentication.  The account in question has been canceled as requested and we did provide a refund of the previous invoice.  However, as noted in our Terms of Service (specifically Fees and Billing section 7: https://www.bigcommerce.com/terms/fees-and-billing/ ) charges must be disputed within 30 days and are non-refundable.  Therefore, previous payments will not be refunded.

  Customer response

  09/28/2021

  Complaint: 15877738
  
  I am rejecting this response because:

  In regards to support case#********, this business asserted that they were unable to provide the account information to me, the party billed for services because it violates their terms of service. I am not bound to, nor do I recognize their billing terms. I did not sign up for ANY services with them. They owe me a refund as this is a case of fraud and grand larceny. I will continue to lodge complaints until the matter is resolved as their responses are unsatisfactory and do not address the issue. I was billed for someone else's account. They stole money from me. Please return my money, I did not enter into an agreement with them and they are admitting that they can not dispute this.  Billing Adjustment
  
  Regards,
  
  *****************************

  Business response

  09/28/2021

  We disagree with the facts that you have laid out and the conclusions you have drawn. We have never been provided indication or evidence that this account was fraudulent through 2 years of invoicing. If you maintain that it was it may be a matter best suited to resolve via your bank/credit card company.  Our terms still apply and for security reasons we cannot provide information to unauthenticated users.  If you have additional information that we can review, please provide it using the existing support case and we will be happy to do so.

  Customer response

  09/29/2021

  Complaint: 15877738
  
  
  I am rejecting this response because:I am within the statute of limitations to take legal action against this fraudulent use of my credit card. Further, as this is grand larceny, your failure to assist is aiding in a felonious act. I am not your customer, yet you acknowledge that I paid for services rendered to someone. This is not on the fault of my bank. I contacted your company as soon as I realized that my card was being used. Your terms of service and policies do not apply in this instance as I never entered into and agreement with you for services. I wish to pursue legal action and intend to name you as one of the parties involved in defrauding me.
  
  
  Regards,
  
  
  *****************************
  

• Initial Complaint

  08/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have 2 websites registered in Bigcommerce platform since 3 months ago....but I can't reach out their **************** either by Chat, email nor phone...so I decided to try reaching out here. When I try to chat there is always noticed "not matched PIN number" so I can't reach the Customer Support at all...!Here's my 2 websites: https://store-af7o8s4rr9.mybigcommerce.com and https://store-wfhudj44cn.mybigcommerce.com/I was just receiving issue with Billing amount...Last month I have paid the 2 billing for the last invoices on 12 July on both websites....but today curiously I check the billing amount is double....The 1 website: Payment should be on 3 July but I didn't pay so I can't access my store. I paid on 12 July so the status is should be PAID already. But on 3 August billing amount is $52.....$22 for the rest July month and $29.95 for August month...The 2 website: I paid on time on the Billing Invoices on 12 July...but the billing status is still UNPAID

  Business response

  08/04/2021

  It seems like you have multiple accounts open and it is creating some confusion in the communication.  Our support team as reached out to you via email in case #********.  If you can respond there we would be happy to help you resolve things.

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