ComplaintsforTheFormTool, LLC

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 02, 2023, I purchased the Form Tool Pro. I discovered that I was unable to use it on Mac devices. I have changed jobs and now use a PC. I tried to install the form tool Pro on my PC, however, I needed to sign-in. I did not remember my password. However, I cannot reset the password because the email address I used is for my last job. I contacted customer service to request that they change my email address. I was told that they cannot change the email address and that I should consider purchasing a new license. They failed to respond when I asked if I just lose my prior $100 (I thought it was $100, but it was $89 and I found my credit card statement with the $89 charge). I wanted to use their product, but they have offered no solution to get my account back. Therefore, I want a refund.

  Business response

  07/24/2024

  Thank you for your notifications. Both went to our spam filters, which we discovered today in a routine review of those filters.
  
  On July 13, a person identifying herself as ******************************** using the email address ****************** contacted us through the Chat window on our website with the message, I may have purchased The Form Tool under my work email, to which I no longer have access. Can we reset the email to my personal email, please?
  
  We receive a small handful of similar messages each year and treat them very seriously from both customer service and security perspectives. With a 4.97/5.00 star customer satisfaction rating, we work hard to consistently lean forward to satisfy customer needs and requests, including offering free lifetime support to all customers, whichever of our programs they use. That commitment is outweighed only by our commitments to protect our customers security needs as well as our own.
  
  We reviewed Ms. ******** request on the 13th and determined that she is not the owner of any account in our online store, nor of any of our products. Ownership is determined by the Registration Name originally entered by the person creating the account. The Registration Names significance is specifically placarded in red for a customers account creation process.
  
  A further search showed **************************** opened an account for our customer ************************* ********* with the Registration Name ************************* ********* a year ago.
  
  As part of our security protocols, an email address is one of two keys required to access an account, so important that it also gets a red placard during account creation. While a Registration Name cannot be changed by anyone, the controlling email account can be changed by the person(s) controlling the account. They can make the change while in the account.
  
  Because ****************** no longer has access to the email account controlling the account AND the fact that hers is not the Registration Name indicating ownership of the account, we are not able to either provide her access to the account or transfer ownership to her.
  
  It seems to us that Ms. ******** proper remedy is to ask her former company to change the controlling email address to her gmail address. They will know if her claim of ownership is accurate, something we cannot know. The useful analogy is when a former officer of BBB with online access to the companys account calls the bank to ask it to change the access email to her new gmail address.
  
  We dont know the circumstances of Ms. ******** situation but were certain that we cannot do as she asks without sacrificing basic customer security.

  Customer response

  07/31/2024

  The case is not resolved and certainly not resolved to my satisfaction. 
  
  The response provided by the business is completely unacceptable. Indeed, it was registered under my work email, which I explained to them in my chat. I no longer work for that company, therefore, I no longer have access to that email account. 
  
  The company's response regarding their satisfaction rating is irrelevant to my case. If they do not have a perfect 5 star rating, clearly there are customers who are dissatisfied. I am one of them. 
  
  I was the person who registered the account using my email address. I was also the person who paid for the account and have since found my credit card statement showing payment. It is my personal credit card. I had planned on using the account for my work, however, the product is useless for mac products, which is what we used at my former place of work. 
  
  I am sure they have a way of verifying that the payment was made by a credit card in my name. 
  
  Additionally, they claim to have security in mind, but they have no issue publishing my full name, email address, and former employer. 
  
  Finally, it is completely unacceptable that they would imply that I would be making this claim to steal an account from my former employer. I am an attorney. Integrity and reputation is extremely important to me. 
  
  I want my money refunded. Please advise how I can submit my credit card statement to you showing that I paid for the product. 
  

  Business response

  08/22/2024

  The software was purchased July 2, 2023, more than a full year before Ms. ******** claim, which began with the qualified, I may have purchased The Form Tool  
  

  At the time of purchase the software was, and remains, registered to
  
  ************************* Law Group
  ****************************
  *********, **************  
  ************
  
  Weve verified the ******* firm is a substantial legal services firm at that location and phone number.
  
  When we refused to transfer to ****************** an asset owned by her former employer, she demanded we pay her instead. We refused.
  
  If ****************** wishes to pursue her claim, she should do so with the ******* law firm through one of its four senior managers.
  

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