Andy Soto: Hi, how are you today?
Mauricio Smith: Your department fraudulently debited my account for subscription renewal on the 15th even
though my subscription is marked for manual renewal, not auto. This unauthorized debit has forced my account into
default deficit. This must be corrected immediately. This debit is unauthorized!!!
Andy Soto: I apologize for any inconvenience this has caused you.
Andy Soto: May I place you on hold for 3 or 4 minutes while I review your account?
Mauricio Smith: Yes
Andy Soto: Thank you for holding.
Mauricio Smith: No problem
Andy Soto: I noticed that one of our specialists has already processed $107.40 refund to your credit card.
Andy Soto: Please allow 7-10 business days to appear on your credit card.
Andy Soto: Did you receive my last message?
Mauricio Smith: This is my debit card, not credit card.in the meantime, my account remains in default status with
my banking institution, an NSF charge may be assessed, a permanent NSF record. It took you less than an hour to
debit, I must be inconvenienced 7-10 days...
Mauricio Smith: This is not right, I DID NOT AUTHORIZE the debit!!!
Andy Soto: Yes, it is due to the security reasons.
Andy Soto: Is there anything else I can assist you with today?
Mauricio Smith: I want my money back today, not in one week to two weeks
Mauricio Smith: There is no security reasons
Mauricio Smith: I want reimbursements to any fees assessed. I did not authorize this theft
Mauricio Smith: Get a manager, get a supervisor... Who authorized this debit from my account?
Andy Soto: Unfortunately, it is not possible to refund the amount right now to your credit card,
Mauricio Smith: It is a DEBIT CARD
Andy Soto: There are certain policy to do so.
Andy Soto: Okay.
Mauricio Smith: What about my policy? My protection, my rights to privacy... You took my money without consent
Mauricio Smith: Manager or supervisor or legal...
Andy Soto: It'll take 7-10 business days for debit card or credit card.
Mauricio Smith: I will not be a victim to this abuse!
Mauricio Smith: Manager or supervisor
Andy Soto: Okay.
Andy Soto: Please hold one for a moment.
Andy Soto: * hold on
Andy Soto: I'm transferring this chat to my supervisor right now. Pearl Perez: Hi Mauricio. I am Pearl, Andy's Supervisor.
Mauricio Smith: Hello
Pearl Perez: Can you please hold while I review your Chat?
Mauricio Smith: Yes
Pearl Perez: Thank you for holding.
Pearl Perez: Mauricio, I checked your account and noticed that we have already issued the refund for the amount
of $107.40. You can check this transaction by contacting your bank.
Mauricio Smith: You issued the refund? I am looking at my bank, no pending transactions for that amount, just a
negative balance.
Pearl Perez: Yes, we have issued. It will take 7-10 days to appear in your statements. However, you can contact
the bank and check.
Mauricio Smith: I am told it is 7-10 days, your policy. I have received refunds in less than one day after issuance.
So I cannot accept your denial of 7-10 days for my bank processing a refund. It is a lie.
Mauricio Smith: It took you less than a day to take my money without my consent, you are inconveniencing me
because of your policy?
Pearl Perez: Mauricio, we have already issued the refund.
Mauricio Smith: To whom?
Mauricio Smith: If it was issued I would see it. Why was my account debited without my consent?
Pearl Perez: To the card for which we have charged.
Mauricio Smith: Why was my account debited without my consent?
Pearl Perez: On our platform, if credit card or debit card is up-to-date, then it will be charged automatically.
Mauricio Smith: But it was not automatic renewal it was manual. That option is irrelevant, is that what your saying
Pearl Perez: Your account renewal date was on July 30. However, we charge 15 days prior to renewal date.
That is the reason it has been charged on July 15.
Mauricio Smith: But you were not authorized to charge it, it was not automatic renewal. Are you saying that the
subscribers choice for manual renewal is irrelevant?
Pearl Perez: I noticed that you have contacted to us and your account was scheduled to downgrade on July 16,
2011.
Mauricio Smith: But you were not authorized to charge it, it was not automatic renewal. Are you saying that the
subscribers choice for manual renewal is irrelevant?
Pearl Perez: No, Mauricio. Your account was charged before downgrading the account.
Pearl Perez: Account was charged on July 15 and downgraded on July 16.
Mauricio Smith: But you were not authorized to charge my account, is the option for manual renewal irrelevant?
Mauricio Smith: So, no consumer protection, false and misleading options, unauthorized charges, delayed
remedy... Am I right so far?
Pearl Perez: If it is set to manual, then it will not be renewed.
Pearl Perez: However, your account was renewed before downgrading the account.
Mauricio Smith: And it was set to manual and the charge should not have happened. Why charge if no renewal
was expected?
Pearl Perez: If payment method is credit card or debit card, the renewal is not manual.
Mauricio Smith: No, my account was marked manual before being charged
Mauricio Smith: Where is this explained to the unsuspecting subscriber?
Mauricio Smith: So you take credit/debit cards, give the option of manual with no intentions of making it manual?
Mauricio Smith: This is misleading!
Pearl Perez: I apologize for any inconvenience this has caused you.
Mauricio Smith: What, the NSF charge, the defaulted balance, and the defamation that come with it, the
misleading statements, procedures and the overall lack of remedy? Which are you apologizing for?
Pearl Perez: Per the information provided above, if credit card/debit card set in the account is up-to-date, then
renewal is automatic.
Mauricio Smith: Nothing we can do, right. Very well.
Mauricio Smith: Yes, but then that should be disclosed and the option for manual not given... Very misleading!
Pearl Perez: You have contacted us to downgrade the account and it is set to downgrade on July 16.
However, your account was already renewed on July 15. While downgrading the account, we have issued full
refund.
Pearl Perez: If the payment method is set to check or PayPal, then renewal is manual.
Pearl Perez: We have already issued the refund. However, we cannot change the days required to update this
information in your statements.
Mauricio Smith: I did not authorize a renewal 15 days prior to my expiration. I set my renewal to manual. You
danced on these questions of disclosure, and proper remedy. I will go now and make my voice clearly heard in
regards to your deceptive and misleading practices and also your lack of remedy and disclosure. You are definitely
NOT consumer opriented!
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