Bset way to illustrate what happened to me: Here are copies of two emails sent to an email address given to me by an SFT Customer Service Rep on my third call. No response was received and the emails never came back undeliverable. I am going to try to contact the BBB today as well as the California Attorney General's office for consumer protection. I was told my account was cancelled as of the end of the 30 days and I just found a pending charge for another month on my bank card today, May 22.
" — Original Message
From: Susan
To: [email protected]
Sent: Wednesday, April 26 11:37 PM
Subject: Re: HELP PLEASE! Poor Customer Service?
Are you or are you not General Manager at SFT Casting. Was I sent on a wild goose chase as well as treated so poorly on the phone?! If I don't hear something back I am contacting the better business bureau and the California Attorney General's office for consumer protection."
Original Message
From: Susan
To: [email protected]
Sent: Thursday, April 20 3:00 PM
Subject: HELP PLEASE! Poor Customer Service?
Dear Mr. Igor Reient,
I understand you are the General Manager at SFT Casting. I apologize for the spelling of your last name, if it is wrong, as the young man that answered my customer service call, Greg, the last of three that I spoke with today, said he only knew the spelling of your first name.
I actually asked to speak with you directly and he said he could only provide an email address. He was the only really polite person.
I decided to try your casting service as I knew I could afford $1.98 for a week's trial period. I should have taken my own advice however, that "Buyer Beware of ANYTHING purchased online due to fast talking sales people and fees not mentioned". I would have sworn on my life that the woman I spoke with initially said that after the $1.98 charge, I would be charged $4.95 a week.
That is all I heard. I was very excited about that as I thought I could continue it for a few weeks perhaps and juggle a few bills in the meantime. After a few extra bills came through and I spoke with my significant other, we decided this was something that needed to wait.
Since I hadn't been charged anything but the initial $1.98, I thought I would cancel it to be sure I wouldn't be charged more than $4.95 for the 5 days I have gone past my 7 day trial period. So, I called today, April 21, approx. 2pm PST and attempted to cancel my service. I spoke with Chris in customer service who told me that I had the service until May 17th since I paid for it anyway, that I should utilize it. I said, WHAT? I saw no charge on my account yet and I was told that it would be $4.95 a week. He said I was mistaken and that he was going to check the transcripts to be sure. I would actually feel better having a copy of that transcript than trusting someone over the phone that could just be reading a script that is supposed to be followed that might not always be followed.
In other words, I have been burnt before and the more bullying someone seems to be on the phone, the more right I am. Oh and how is it that you are able to record my calls ("the transcript") but I cannot record, even when being told I was doing so, the call to your customer service department. One young man said that in the state of California calls cannot be recorded but I am in Oregon but he hung up none the less.
Losing the $19.00 dollars is taking food out of my family's mouths, literally sir. That's why was canceling. It isn't a good time to try something new that I have to pay for when I can go to a temp agency and work a few weeks here and there when I am able. I tried to explain that I would happily use the service another time but that I couldn't afford the whole amount taken out for a month.
After I spoke with Chris and he read the transcript to me telling me how wrong I am, the customer, the client, I asked to speak to his supervisor. I didn't get the supervisor's name as I explained what happened and said that I didn't recall being told about the monthly fee or I wouldn't have signed up at all. He said several things back indicating that I had no right to complain to the better business bureau, that I was the one attacking him, etc. Customer service went out the door! We were both raising our voices to be heard over each other. He became very defensive about the BBB and that makes me even more wary.
So, I would like a copy of that transcript if I cannot have a refund minus the ($4.95) for this week then I will be more aware of the way you bill in the future and would feel much better about participating in the future.
I look forward to hearing from you.
Sincerely,
Susan
Gladstone, Oregon
U.S.A.
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