I contacted NADN in the beginning of this year .in the first 2 weeks I recieved 3 calls from them. The first was to get me started. The second was a sales pitch for mallforall. The third was a follow up of some sort. I gave them 2810.00 to handle 2 audits and for them to do my taxes for the year 2003. And charged 2695.00 on a credit card for the mallforall.
NADN as well as myself were unsure if the charge would go thru because of the type of credit card. I was told by them that they would contact me to let me know if it went thru. They of course never contacted me. They advised me of the 72 hour window to review and terminate the business. I tried contacting them during that time about questions and concerns but got no call back. The follow up call I recieved I mentioned this to the person I spoke to and seemed surprised and said they would have them call me. Of course, they did not.
From the time I received the 3rd (approx. 1-13-04) until 3-03-04 I did not receive another call from NADN. During that time I placed numerous calls to them. Every persons voice mail I got I left a detailed message along with a request for a return call. Not one call was returned. There were numerous instances when voice mails were full and did not take messages. And there was numerous times when there was phone problems from their end.
During this time the only literature I received was a tax organizer. I was unable to meet their deadline to return the organizer by their requested date because of numerous questions I had concerning what info they needed. And as usual all my calls went unreturned. Finally on 3-3-04 I received a call from some regarding my organizer. Since the call came 2 days after NADN requested it be returned my first question was whether they could assure me this would be completed before the tax deadline. The person refused to answer the question and eventually hung up the phone on me.
I immediately called back and was able to get thru to customer and filed a complaint about the person who hung up on me. And since I was finally able to speak to someone I complained about my whole situation. The customer service rep. Took my info and said someone would be in touch.
About a week later I received a call from a person regarding my audits. This person informed me that no work had been done at all because some more info was required. They also stated there was some internal employee problems that contributed to the situation. And I wasn't the only customer affected.
I informed them I was seeking to terminate services and requested a refund. I was told to write a letter to customer relations and someone would get back to me within 48 hrs.
Customer relations finally contacted me and listened to all my complaints. They acknowledged I did in fact make numerous calls to NADN. They said their job was to investigate the claim and determine if NADN was at fault and how much money if any I was entitled to get back. This person stated they would be back in touch with me within 48 hrs. With the decision.
I never recieved the call back from customer relations. I spent one whole week putting in calls to speak to him. Each call went unreturned. I finally told a person in customer service I needed to speak to someone immediately about what was going on. I was told another person from customer relations would call me right back.
The return call was a customer relation person who tried to play the tough guy role and tell me I wasn't not entitled to any refund. This person kept talking in circles every time I posed a question. I abruptly ended the call with him.
I called a few more times until I was put thru to some hire up who amazingly said they just about to call me. They said I was only getting two tousand back. The remaining 810 was lost due to me not following literature that had been sent out. I told them I will check my paperwork. If there was something in there telling me what to do then I could accept that. I then explained the mallforall situation. I also mentioned that I had left numerous messages to a Chris Cotner (president/owner/who knows) that went unreturned. He told me he would personally give this to Mr. Cotner. And I would hear from him within a day.
Well Mr. Cotner never called. A week later I left a message on a customer service voice mail. The next day I recieved a call regarding the voice mail. I explained my situation. They informed me I should have recieved info as well as a video tape explaining what to do. I never recieved this literature. They noted this and said Mr. Cotner would call back immediately.
After waiting a day I called back the number I recieved the call from and requested Chris Cotner. I was finally put in touch with him. Mr. Cotner said he had no records of me calling him. He also stated his records indicated NADN made numerous calls to me. He said I was only entitled to the two thousand dollar refund. After informing him that his customer relations had all the info. He told me he would get with them
and either himself or customer relations will be in touch within a day. This call took place on 3-31-04. I do not anticipate a call back.
Ray
w. Trenton, New Jersey
U.S.A.
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