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Business Profile

Psychologist

Calmerry

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Psychologist.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:10/09/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am writing to formally file a complaint against Calmery, also known as Mental Fuel ***** regarding an unresolved refund issue from my account. I began utilizing their services in January 2022 but ceased my involvement by February 2022. Despite discontinuing services, ******* continued to charge my account $228 for an additional three months. Subsequently, I submitted a dispute to the company regarding these unauthorized charges.I received a response from Calmery in April 2022, acknowledging that I was entitled to a refund for the three unauthorized payments. However, as of now, I have yet to receive any refund or further communication from them.Additionally, I no longer have access to the original card from which the payments were deducted, as I moved in January 2024. I have requested that they issue the refund via check, and I am more than willing to provide proof of identity and residency to facilitate this process.I kindly request that ******* provides me with an email address where I can submit the necessary documentation for my refund. I hope to resolve this matter promptly and appreciate your assistance.Thank you for your attention to this issue.

    Business Response

    Date: 10/16/2024

    We have reviewed the case and identified the client in our system using the email address [XXX]. According to our records, the subscription was initiated on January 15, 2024. Since then, we have received the following payments:
    $228 **** 3982 April 14, 2024 | 10:50 AM
    $228 **** 3982 March 15, 2024 | 09:51 AM
    $228 **** 3982 February 14, 2024 | 09:51 AM
    $136.80 **** 3982 January 15, 2024 | 09:50 AM
    We confirm that the service was not utilized by the client during this period. Our Calmerry Support team sent four emails to notify the client of the active subscription and offered assistance in canceling, but we did not receive any response.
    Four disputes were filed on the following dates:
    April 17, 2024, 2:43 PM
    April 17, 2024, 1:48 PM
    April 18, 2024, 3:21 PM
    April 17, 2024, 12:39 PM
    As is standard procedure, the bank determined the outcome of the disputes. On April 23, 2024, our ****************** reached out to the client to help resolve the matter. The client informed us that they no longer had access to the bank account used to pay for the Calmerry service. Our billing manager recommended contacting the bank since the disputes were open, and we were unable to issue a refund directly. We received no further response from the client.
    As a result, Calmerry lost all four disputes, and the funds were refunded to the cardholder through the bank's decision process.
    We consider this complaint inappropriate as the funds were returned to the client based on the bank's ruling. We recommend that the client contact their bank directly to access these refunded funds.

    Business Response

    Date: 10/16/2024

    Dear BBB team, 

    We have reviewed the case and identified the client in our system using the email address ********************* According to our records, the subscription was initiated on January 15, 2024. Since then, we have received the following payments:
    $228 **** 3982 April 14, 2024 | 10:50 AM
    $228 **** 3982 March 15, 2024 | 09:51 AM
    $228 **** 3982 February 14, 2024 | 09:51 AM
    $136.80 **** 3982 January 15, 2024 | 09:50 AM
    We confirm that the service was not utilized by the client during this period. Our Calmerry Support team sent four emails to notify the client of the active subscription and offered assistance in canceling, but we did not receive any response.
    Four disputes were filed on the following dates:
    April 17, 2024, 2:43 PM
    April 17, 2024, 1:48 PM
    April 18, 2024, 3:21 PM
    April 17, 2024, 12:39 PM
    As is standard procedure, the bank determined the outcome of the disputes. On April 23, 2024, our ****************** reached out to the client to help resolve the matter. The client informed us that they no longer had access to the bank account used to pay for the Calmerry service. Our billing manager recommended contacting the bank since the disputes were open, and we were unable to issue a refund directly. We received no further response from the client.
    As a result, Calmerry lost all four disputes, and the funds were refunded to the cardholder through the bank's decision process.
    We consider this complaint inappropriate as the funds were returned to the client based on the bank's ruling. We recommend that the client contact their bank directly to access these refunded funds.

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