Complaints

• Initial Complaint

  10/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We canceled our membership with this organization in person in September of 2019. We were advised we could not cancel over the phone and there was no option to cancel online. Since that time *** has continued to bill us monthly for $51 and annually for $65, totaling over $3000 of illegal charges. We contacted MAC multiple times, and they told us it must be that someone has our card because they werent billing us. My wife received an email today that we were going to be billed the annual $65. My wife contacted MAC and the representative confirmed they were billing us, confirmed they contacted my bank for my new credit card number when we converted from ******** to Truist, and said the people who used to do billing were no longer there and they did not have record of our cancelation in 2019. Please note we have contacted this company multiple times over the illegal billing. The representative told us he would cancel billing going forward but could not refund any money but could offer us one year of free membership. He said there is nothing else they could do and he was sorry. At this time, we are seeking to be reimbursed for the illegally billed money which is approximately $3,3385, deletion of my credit credit card information, and if I am required to engage my attorney, associated legal fees.

  Business response

  10/04/2024

  Response to Complaint #********
  10/02/2024
  
  
  Member called our Facility on 9/30/2024 stating that they had cancelled their Student Membership in September of 2019. We looked up the Membership in question and it was still in fact Active as of 9/30/2024. Our process for any changes to Membership requires a 30-day notice on a MAC Membership Change form signed by the Member and a MAC Membership Staff Employee. This needs to be done in person unless there are circumstances that make that impossible i.e. moved out of the state, medical issue making it difficult death...etc. where we would make exceptions. Once the form is signed by both parties the cancellation is then processed and the form itself gets scanned into the Members Document Locker electronically. In this cased there is no such Document filed. Documents are saved electronically so there is no other way for me to look for said form. As I researched deeper into the history of this particular Families Membership with MAC I do see that they had started with us in March of 2017, and they did in fact cancel that Membership in September of 2018 in which I have the cancellation form in their Document locker.
  
  
  Upon reading the email sent via the Facility website (received 10/12024 @ 7:38 pm) I went back to the charges paid during the time in question and they are as follows:
  10/2019-12/2019- $34 was drafted per month for a total of $107.
  1/2020-12/2020- $37 plus our Annual Facility fee of $35 charged on 10/15/2020 for a total of $479.
  1/2021-3/2021 $37 was drafted per month for a total of $111. (We closed for a minor fire for 7 months during this year and did not charge for those months)
  10/2021-12/2021-$37 was drafted per month for a total of $111 (We did not charge Annual Fee for this year)
  1/2022-6/2022-$37 was drafted per month for a total of $222
  7/2022-12/2022 $49 was drafted per month plus a $45 Annual Facility fee for a total of $339.
  1/2023-8/2023-$49 was drafted per month for a total of $392
  09/2023-12/2023-$51 was drafted per month plus a $45 Annual facility fee for a total of $249.
  1/2024-9/2024-$51 was charged per month for a total of $459.
  For a Grand Total of $2469.00 
  
  
  The Membership was cancelled on 9/30/2024 after receiving the initial call to ensure no other charges occurred.  This was my initial contact with the Complainant so I cannot confirm the claim of multiple times calling the Facility. I can however say we did send an email on 3/16/2021 to the same email address that this Member has on file (which is the same email address that was used last week). The email was a sent @ 11:54 am on that date. 
  
  
  As far as our Facility is calling a banking institution, we simply did not say that we did, nor do we do that for 2 main reasons. The first is it is not legal, and second banks will never give Comsumers information to anyone but the person whose name is on the Account. When ********* became Truist the cards automatically update thru the gate way once switched over. So, claims of us contacting their Banking Institution are incorrect and may have been miscommunicated from the wife, who I spoke to on the phone and the Husband who sent in the Complaint.

  After spending most of Wednesday researching the account and emailing Mr. ******** on Thursday we came to a mutual agreement and have at this time settled this unfortunate issue.
  
  
  If you need any more information, please feel free to reach out to ***** **** @ ********************* or call my office @ *********************.

  Customer response

  10/04/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I confirm I discussed this situation via email with the organizations membership director. He was able to provide me with details of the transaction history and shared those same details in the complaint response. I agree with the details of the transactions and understand how the card information on file was updated digitally by the provider and was not the result of a specific request from the organization. The conversation was agreeable and professional and I appreciate someone from MAC taking the time to research my concerns and discuss with me in detail. The merchant intends to refund a mutually agreed sum. 

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ******* ******** Sr.
  
  
  

  
  

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