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ComplaintsforBio Therapeutic Inc
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Complaint Details
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Initial Complaint
06/14/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I'm contacting the better business bureau because there seems to be something strange going on with my online transactions. I created an account with this business and I also provided credentials to show that I'm a licensed professional. I made two purchases from the company once the account was approved and the company flagged the payments for fraudulent activity and told me that the payments were automatically cancelled. I was sent an invoice inside of the account for two payments that weren't processed and the other for one that went through. I was told to contact my bank. I contacted the cardholder for the transaction who told me that the payments still showed pending. The problem is that all three payments processed so I initiated a dispute for each transaction. The company refunded me after the fact. The company has since then closed the account without error so now I don't have access to my invoices or payment history to resolve any issues. I used a gift card without a problem to receive one of my orders and I haven't had any other problems with the card itself except for with this business. I don't know if they are phishing my account or what but I need access to my transaction history to show that I didn't do anything wrong to have the account deleted since I want to use the products on my customers. I called to speak with a representative and the person that answers my business calls all the way in ******* is somehow forwarding my calls in *******. I can't seem to speak with the right person who handles accounts at this point.Business response
06/14/2023
Thank you for the correspondence. This individual placed several orders on our online website bio-therapeutic.com. We utilize the Shopify platform, and 3 of her initial orders were flagged by the system with credit card fraud alerts. In line with Shopifys recommendations our company policy is to cancel and refund any transaction that presents with a fraud alert. An email message was sent to the individual with each canceled transaction. She placed a 4th order that did not have a fraud alert associated with it, which was processed and the order was shipped and delivered. This transaction was then disputed by the individual and the credit card company issued a charge back to us. We have not recovered funds for this order.
04/18/23 12:02am Online order placed, fraud alert received. Order canceled and refunded.
04/18/23 8:32am Online order placed. Order paid and shipped. Order # *****
04/18/23 12:42 pm Online order placed, fraud alert received. Order canceled and refunded..
04/19/23 6:43 am Online order placed, fraud alert received. Order canceled and refunded.
05/09/23 10:14pm Chargeback issued for Order # *****
The individual called on numerous occasions and spoke with staff who explained that our policy is to cancel and refund any order that presents with a fraud alert. After the chargeback was issued on the delivered order, the individuals account on our online store was canceled. She was communicated with and was informed that the account was canceled and that no further orders would be accepted or processed. She continues to call and email demanding that we process orders.
While we regret the unfortunate events that transpired, in line with our company policy we do not process transactions that present with fraud alerts, nor do we accept orders from individuals with chargeback history. We consider the matter closed, and we wish the individual well in the future.Customer response
06/15/2023
Complaint: ********
I am rejecting this response because:
I'm rejecting this response because I was first told to contact the cardholder in reference to the fraud alert. The cardholder told me otherwise in reference to the account. The account manager for *************************** suggested I re-process the payment especially because one of the transactions went through. My issue is with your company accusing me of fraud and stealing when this isn't a problem I have with my account. Due to the fact that I needed the product, I utilized a gift card that we had available in our office. If there were fraud on the account you wouldn't have shipped the product. Every payment that you said was automatically canceled and processed successfully. If not, you wouldn't have refunded the account manually. I'm also contacting the police because I've gone through you anonymously before and as a licensed professional with an approved account, you don't deny a person access to an account when they attempt to contact someone to resolve a problem. I originally spoke with someone by the name of *******, yesterday she told me that I haven't been speaking to the right person in the accounts department. I haven't demanded anything. That's a complete lie.
Sincerely,
***************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.