I paid $1 to do a search on seektd.com. The search did not give any results, so I instantly contacted their customer service (an online chat). I was told that they could not cancel my account until after 14 days. I complained, but was refused any further service. I returned back to the website after finding that I had been charged for $18.95 (unauthorized). The online customer service agent put me through the mill until I finally got them to say they would give me a refund, but their "refund processing system" was down until 9/21. I asked for their phone number to speak with a live human being, but I was told their phones were down also. On 9-21-11 I went back to the website to see if their "refund processing system" was working, and I only reached an error screen that read "System Temporarily Unavailable." I have no way of contacting them, and I have no way of getting a refund for something I never wanted in the first place. I have a copy of 2 of the chats that took place (see below).
Chat from 9-4-11
info: Please wait for a site operator to respond.
Info: You are now chatting with 'Arnon'
Arnon: Welcome to Customer Service Livechat. May I please ask to whom I have the pleasure of chatting with?
You: Hello, this is Kayla. I want to cancel my account.
Arnon: In order to quickly locate your account, I will need you to provide me with your email address and zip code please.
You: (Personal Information Removed)
Arnon: Please wait while I check your order details in our system.
Arnon: I'm sorry that you have decided to cancel your Membership. I have now activated your cancellation request in our system.
In order to complete your cancellation, 48 hours from now please login to your account and confirm your cancellation by following the instructions that will appear in a SOLID RED BOX located at the top of the page. Your account will not be cancelled, and you could still be charged $18.95 if you do not take this final step. This procedure is in place to ensure no cancellation is ever missed.
Once you have completed your cancellation; you will receive a confirmation cancellation number and you will no longer have access to your reports or search credits.
You: why do I have to wait 48 hours?
Arnon: Please login to your account after 48 hours and confirm your cancellation by following the instructions that will appear in a SOLID RED BOX located at the top of the page. Your account will not be cancelled until you take this final step. I apologize for this delay, but this procedure is in place to ensure no cancellation is ever missed.
You: ok thanks
Chat from 9-14-11
Please wait for a site operator to respond.
You are now chatting with 'Greg'
Greg: Welcome to Customer Service Livechat. May I please ask to whom I have the pleasure of chatting with?
You: Kayla Toliver
Greg: In order to quickly locate your account, I will need you to provide me with your email address and zip code please.
You: (Personal Information Removed)
You: (Personal Information Removed)
Greg: Please wait while I check your order details in our system.
Greg: Ok, how may I assist you?
You: I paid $1 for a search report and I tried to cancel my account right after, but I was told to wait 48 hours. So now I am trying again to cancel my account
Greg: Your cancellation request was activated within your trial period. However; as you have not completed the cancellation procedure as instructed, one charge of $18.95 has been processed. I will complete the cancellation for you at this time so that no further charges will occur.
Greg: Ok, I have cancelled your Membership effective today. Your cancellation number is: 316000
You: No there will not be $18.95 charged to me
You: I tried to cancel it right away and I was told that I couldn't.
Greg: I am sorry for the inconvenience, your cancellation request was activated within your trial period. However; as you have not completed the cancellation procedure as instructed, one charge of $18.95 has been processed.
You: i tried to and you all would not let me cancel it!
You: if 18.95 is charged to my card i will be on the phone to the bbb to report this company
Greg: I am sorry, but you had activated your 48 hour cancellation on Sep 04 and you had the time till Sep 13 to complete your cancellation with us.
You: yall just do that so people will forget to cancel it and you can rip them off.
Greg: No need to worry, you have been removed from our service and will not be charged any further by us.
You: The only charge I should have is the $1.00 I paid on 9-6-11
Greg: Okay, please let me know how can I assist you?
You: I want to make sure that I am not being charged for anything other than the $1.00 I was charged on 9-6-11.
Greg: As I have confirmed above, you have already been charged for the $18.95 charge on Sep 13.
You: Well I need a refund because I tried to cancel my account and was not allowed to. It is not my fault that the cancellation didnt go through, that is your system.
Greg: We apologize for the inconvenience. There was clearly some confusion with this purchase. We do not want to see our customers unhappy. I would like to process a refund for the current month’s charge, however; due to technical issues caused during our maintenance to the site, this option is not available at this time. Please contact us again on September 21, at which time we hope to have our refund process fully operational again.
You: How does a "refund process" get issues, this seems like another way of making more money so I can go through all this again
Greg: I am sorry for the inconvenience, Please contact us again on September 21, at which time we hope to have our refund process fully operational again.
You: Can you please put a notice on my account that I am due a full refund of $18.95?
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