I cancelled this service according to their web-site's instructions within the "30-day free period" on July 25. My wife (who does the bills) noticed 11 months later that they were billing $12 a month to our credit card.
I logged on to the consumer complaints and found out what these jokers are up to.
I called their toll-free number and spoke with Maria. She pulled the company line of "no refunds", we never received an email confirmation from our "email department" that I had cancelled my "membership", that membership rules are listed on the web-site, etc.
Granted, they were holding me responsible for membership rules to which I was never a party.
She did offer to refund 2 months of the fees, at which I balked and asked to speak to her manager. Maria claimed her manager was not there, so we engaged in verbal judo for about 10 minutes and she then claimed her supervisor (Wendy) had arrived.
I rehashed the issue with Wendy, restating that it is fraud to take money for services that were never authorized. She gave me a fax number to their "consumer relations group", to which I was supposed to send all 11 credit card statements and a copy of the original email cancelling the service. At this I also balked.
I told Wendy that I was taking one of three courses of action, none of which involved their "consumer relations group".
1. We settle the issue right now, on the phone with an indication that they are refunding 11 months of payments.
2. We settle it with the credit card company as a case of fraud and unauthorized use of my credit card.
3. We settle it with the Missouri Attorney General, who loves these kinds of cases, especially in an election year, when he is looking for a few more notches in his belt.
Wendy asked me to hold to see if she could get any further refund. She came back on the line after a minute and indicated she was authorized another 9 months and could refund my full 11 months. It would be transacted in 5-7 business day.
She confirmed it verabally once more and I told her our business was concluded and hung up.
Well see if it actually happens... I'll let you know.
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