My troubles with ITV Direct began on Nov. 10, when I ordered "The Weight Loss Cure" book by Kevin Trudeau. I soon realized, even during the course of placing the order that I was dealing with a disreputable company.
After ordering the book, and giving my credit card number, I was offered 'free 30 day access' to Trudeau's website. I was not interested in this offer, but every time I pressed the number to indicate 'no' I got the message 'Response not understood'. I must have tried 10 times to decline, yet the offer was put on my order.
After that, there were offers for other books by the author, membership in discount clubs, health products, and on and on, all with the message 'response not understood' when I tried to decline.
I finally just hung up, then called the customer service number to try to cancel the whole order. They were closed. When I finally reached someone at that number, they told me that there was no record of my order, and to consider it canceled, which I did until the charge for $24.90 appeared on my statement a few days later.
I called customer service, as the book only cost $14.95, I was told the shipping was $9.95, and that when the book was delivered, I could mark it refused and be refunded the $14.95, but not the $9.95 shipping. I have ordered many books, and not one of them ever cost $9.95 to ship.
Five weeks later, the book had never come. I then began a campaign to get my money back. Calling customer service at ITV is useless. I wrote to the president of the company. I wrote to anyone who seemed to be in charge, I wrote a complaint to the Massachusetts Better Business Bureau. I filed a complaint with the Federal Trade Commission. I called the consumer advocate at the television station of the nearest large city. After all of this, someone from their corporate office called and assured me that the full amount of $24.90 would be credited to my bank account within 1 to 3 business days.
Five days later, the money had not been credited, but ITV had reported to the Better Business Bureau that the problem had been resolved with a refund. I called the person who had promised me a refund, and she assured me that it would be in my account before the end of the day. It was not. I filed a second complaint with the BBB, informing them that ITV had lied about issuing a refund, and began a non-stop series of calls to ITV. Finally, nine days after the promise of 1 to 3 business days, the refund was credited to my account.
I was assured that the 'free' 30 day membership to Trudeau's website had been canceled along with the order that I never received. However, I will monitor my account carefully because I'm reasonably sure that I'll be charged for that after the 30 day trial, since these people are crooks in every sense of the word. They'll have the fight of their lives on their hands if they try to charge for it.
They even try to rip you off with their dubious 'offers' while you're on hold (for hours) waiting for Customer Service. It's a good idea to just put your phone on Speaker and go about your business if you're hoping to reach someone at customer service.
I have no doubt that I would never have seen either the book or my refund if I hadn't devoted this much time, effort and frustration to fighting for my money. I pity anyone who ever makes the mistake of ordering anything from this outfit. They deserve to be shut down.
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