We authorized the sign up fee over a phone call at the end of September. We were told that we would receive our packet within approx. A week. They told us we had the required time limit to review, and we were concerned that we would not get the packet in time. They assured us it would be delivered in plenty of time. The $99.95 initial fee was taken from our account as we authorized so that we could get the packet and review it.
When almost 3 weeks had gone by with no packet, we found that the annual fee had been deducted from our account also. We called concerning cancellation. We were given a cancellation number, and told that we needed to put the cancellationin writing and reference the number. We did so. We received back a letter in writing saying that we could cancel as soon as we returned the packet.
Again we called and spoke with customer service... Which by the way always records a message and promises a call back within 24 hours. We did get a call back from a live person that time, and we again explained that we had not received the packet, and wanted to cancel because we were not given opportunity to review anything. We were told (again) that they would go ahead and process a cancellation within 30 days since we did not receive the packet.
We expected our refund check at the end of November. When it did not come, we called back, and left another message, and got our call back a day later. We were told the refund was "in processing" and that we should be getting it shortly.
It is now December 29th... And still no refund has been issued. We are not getting calls back this week. (closed for the holidays?) We are going to try calling the washington DC number tomorrow 202-661-4764 and see if we can get hold of Dennis Mario... As many of his rebuttals say to call and talk to him.
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