On June 20th I purchased their resume writing service. As of June 28th I had not heard anything about it from them, so I used their chat to contact them. Here is the transcript:
Andrew Stacey: Hello is anyone there?
You are now speaking with Stacey of Customer Care Department.
Stacey: hi
Stacey: how may i help you?
Andrew Stacey: Yes. I payed for your service about a week ago and have not heard from anyone.
Me: are you there?
Stacey: yes im here
Me: so what do i need to do?
Stacey: im going to have a follow-up wth your writer later
Stacey: i will give you their direct line
Stacey: 626-610-3071
Me: So do I need to call this person?
Me: or do they call me
Stacey: do you have a writer who emailed you already?
Me: no, I have not heard from anybody.
Stacey: okay i will call you tomorrow morning and will give you the update, i apologize. I am going to have this resolved right away
Me: Ok. Thanks.
Stacey: you are welcome
I did not hear from anyone so I used their chat again on Monday July 2nd (I did not save this transcript) and spoke with Kenneth who said that I was supposed to receive a confirmation email from them that I had to reply to. I said I had never received any information from them (it has been 13 days at this point) and Kenneth said he would have somebody resend me the information. As of Tuesday July 3rd in the afternoon I still had not received anything. Here are my chat from that day:
Me: I want my money refunded in full immediatley. Your company is obviously unable to handle my business so I will go elsewhere,
You are now speaking with Kate of Sales Department.
Please hold while being transferred to Stacey of Customer Care Department.
Me: Why don't you all quit transferring me around and actually respond.
You are now speaking with Stacey of Customer Care Department.
Stacey: hi
Stacey: andrew
Stacey: i just receive your chat
Stacey: sorry
Me: I have been trying to "chat" for about 30 minutes. I keep getting cut off after being repeatedly transferred.
Stacey: i apologize sir my PC nanged
Stacey: hanged
Stacey: how can i help you?
Me: I have been trying for days now to get something done but you company seems to have better things to do than handle my account so I want my money back and I will go wlsewhere.
Me: *elsewhere.
Stacey: may i know the name of your writer sir?
Me: I dont have a writer. It has never gotten to that point.
Stacey: i see
Stacey: can you please hold on
Me: I never received an communication with you all after I paid. I spoke to Kenneth Thursday and someone was supposed to call me friday
Me: I never heard back, so I called yesterday and was supposed to receive an email this morning. Still have not heard.
Me: I have given your company enough chances.
Stacey: please hold on i will just check on your status
Stacey: andrew are you still there?
Me: yes
Stacey: can you please call at 626-610-3598
Me: No. I do not want to call. I want a refund. I have called enough. This is ridiculous. I have talked to y'all several times and you keep promising to get things done yet nothing happens. I don't want more promises. I need to find a job in another city and can't spend weeks waiting on you to get things done. Just refund my money and we will be done.
Stacey: okay we will just refund you the money sir
Stacey: please wait for the refund request form
Stacey: thank you
Me: How am I gonna receive the form?
Stacey: through email sir
Me: How soon can I expect it? Is it coming from the same group that was supposed to send me the other emails? The ones I never received? Twice?
Me: Are you still there?
Stacey: yes i am here
Stacey: you are going to receive it later sir
Stacey: at 2 pm
Me: Are you on the west coast?
Stacey: it is going to be from our billing department
- Your party has left this session. -
So again, no email. I had to contact them AGAIN in order to get that done. Today, July 5th I get an email saying that I will be refunded my money minus a $10 processing fee! I again used their chat to contact them:
Me: Can I get some assistance?
You are now speaking with Stacey of Customer Care Department.
Stacey: yes wndreaw
Stacey: andrew
Stacey: how can i help you?
Me: I was supposed to get a refund because your company never did anything for me but today I got a notice saying was being deducted due to teh draft my writer worked on. I was never given a writer. You all never did anything so I should not be penalized for it.
Stacey: is for the refund processing fee
Stacey: it will really be deducted from the amount that you have purchased so please wait for 6 banking days for you to receive the money in your account
Me: Processing what? I paid you on June 20th adn never heard from anyone! I called back on June 28th adn was told somebody would contact me the next day. Never ehard from anyone. I called back on the 29th adn was supposed to hear from someone Monday morning. Never heard. I had to call YOUR company just to find out anything. I canceled because all you did was take my money adn then refused me service. I want ALL my money back.
Stacey: PLease call Kenneth Griffin at 626-610-3598
- Your party has left this session. -
Andrew Stacey: is he there now?
So again they cut me off, obviously mad I canceled my service. So I called Kenneth and he said that the processing fee was for the charges that the bank charges them to process credit cards. Now I know that when you process a credit card you are charged fees but when you refund a credit card, those fees are refunded to you. This is obviously a scam to ensure they get some money from you regardless of the service provided (or lack thereof). Kenneth "said" he is going to talk to the billing department and see if there is any way he can get the $10 refunded adn to call back to check on it.
I am sure nothing else is going to come of it. I intend to contest this with my credit card company. I am also sending all of this to the Attorney General's of California's office to have this company investigated for fraud. I am also posting this on every product/service review website I can find to ensure that nobody else gets taken by these clowns.
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