I just filed a report with the BBB and want to use this opportunity to share the information with the public in order to increase awareness of the company practice and, importantly, how to avoid costly problems.
My complaint with this business involves the very aggressive and deceptive practice that permeates the overall process/interaction with the company. Im concerned that the net that this company casts is creating victims out there. The lure of a free trial, the requirement to call and cancel (else an automatic charge is placed on a credit card), and the tedious cancellation process create a opportunity to take advantage of consumers.
I was solicited to join Shoppers Advantage and Travelers Advantage after reserving a rental car from Budget and after a very aggressive sales pitch from an agent on the phone a few months ago. It was clear that the subscriptions would be free for a limited time and that billing would automatically start after a 30 day period (unless I called to cancel). Fair enough.
On 9/5/07, I called and eventually spoke to Roxy (you have to deal with long hold times to get someone) and attempted to cancel. I was convinced to try the service during the trial period. On 9/17, I called again and could not get through. I ended up finding the email address and sent a cancellation request. I was told in a response to call a number to cancel. After another reply that indicated I could not get through, I got an email confirmation that it was cancelled.
On 9/17, I also decided to also call ShoppersAdvantage to cancel as I realized that I was not using the service. After a long hold, I got hold of a Kenya and was again asked to continue using it until 9/29. The literature I had did not have an email address for shoppers advantage (just a mailing address and phone number for cancellations).
I attempted again to call prior to this deadline but gave up after holding for a lengthy period.
I only realized that I failed to get a cancellation through after 2 months of billings (12.99 each) and after I scrutinized by credit card statement. I called to complain and was told to send in a letter with proof of my calls. During this call, the agent attempted to sell me another of their subscriptions (GreatFun)
Frustrated by the effort required and the difficulty in getting the phone records, I gave up.
A few days ago, I received a check which I assumed was a partial refund (around $9). I almost deposited this check but stopped after I was told that it was ANOTHER subscription solicitation. Cashing the check would have triggered an Identity Secure subscription.
LM
Hilo, Hawaii
U.S.A.
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