Complaints

This profile includes complaints for Wondershare Technology Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Wondershare Technology Inc.

  200 4445 Lougheed Hwy Burnaby, BC V5C 0E4

• 

  Wondershare Technology Inc.

  Ste 3152630 Croydon Dr South Surrey, ON V3s 6t3

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:15/03/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 8, 2023 I went on a search for video editing software. I had found wondershare and it offered a free 7 day free trial. Based off the way the promotion was set up it appeared that the trial would be 7 days and then they would charge ***** for the year. On March 12,2023 they attempted to charge my account ***** for subscription. I attempted to use some of the video editing features and some of the videos crashed, some of the effects froze and then the software kept crashing my computer. On March 15 (the final day of my free trial) I attempted to cancel the whole program and was put in a hamster wheel of questions and if I was sure I wanted to cancel. The final step was to talk with a rep, so I did to see if I could get some clarification. The first person I talked to said they couldnt even find my account. I provided 2 emails it could be and she couldnt find either. I then provided a screenshot of a email they sent me and she just left the chat. I reconnected with someone else and asked for assistance and she apologized that I got disconnected. I asked to speak with a person instead of chat to which they provided me a form that wouldnt submit. Then the customer service number she gave me wouldnt work either. It kept saying no one was available to take my call and then hung up. She then stopped responding to me as well. I sent another message expressing my dissatisfaction with the software and the service but was told that I was already charged the ***** and they dont give refunds for personal issues. After that they continued to ignore me and then just sent an email basically saying they wouldnt refund me but if I needed help with their service I could reach back out to the chat that kept ignoring me. I feel like Ive been scammed and am upset that I wasted not only my money but my time as well.

• Initial Complaint

  Date:27/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  18Feb23 I purchased a annual plan for ************ ** for *******. I initially brought the program to convert a **** to ***. I discovered that I could not convert the **** to ***. Additionally, when taking a video that I already had and converting it from a mid definition video to 8k video my system crashed. I put the accelerator on both the graphics card and the processor. So then I restarted my computer and tried again without the accelerator, my system crashed. So I contacted customer support asking for a refund. They took me through a long explanation of why they could not issue a refund. They said only if there was a technical issue with the software, they could refund the purchase. Then, I said, "**** ** *** ********** ******* * *********** ** ******* ** ***** ** *******." I asked to speak to management, thinking someone could help me. No one. So now I will never do business with this organization.

  Business Response

  Date: 27/02/2023

  Thanks for sharing your experience. We can totally understand your pain when the software didnt perform in a normal way,like a certain crash you mentioned. ************ team always values customers user experience and we are always aiming at improving the performance of this software. This is the reason our support *** ask you to provide more details (like a screenshot showing the problem and log files, etc.) for further troubleshooting, and this was also the reason we didn't process a refund for you in the first place. Seek your kind understanding.

  To take care of your benefits, our senior support will look into this matter and evaluate your refund request, and they will go back to you as earlier as possible. Your patience is highly appreciated!

• Initial Complaint

  Date:08/02/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  02/04/23 this company is completely a **** the software they sell is out of date and will not work on devices today. Not to mention they refuse to honor their 7 day money back garantee when I purchased this saftware it was advertised to work with ******* and the latest iso version it works with is 14.8 whitch ***** dosnt even support or give you the option to download so the software they sell is completely useless and is a lie and a **** so I just said screw it I’ll just get a refund. I asked for one. First they asked for a bunch of files from the software I purchased then after I sent the files they told me I should have tried the free trial first no refunds. They was hoping I wouldn’t figure out the files they wanted so they could deny me a refund for that but I sent every last file and wasted my time. Again wondershare if you couldn’t tell from all the complaints here is a **** and a ****** never use or purchase software from them

  Business Response

  Date: 08/02/2023

  Thanks for
  sharing your experience. Sadly to hear that you didn't have a good experience
  with this software. Please don't worry, Wondershare values each customer's
  benefits and we'll do our best to help you out.

  
  Upon
  checking, we found that our support has already processed a refund for you on 8 Feb. 2023, please kindly check the proof in the attachment. We invite you to double-check
  your account to confirm if you have received the money yet. It is regret to
  know that this product doesn’t live up to your expectations this time. Definitely, we'll continue to do improvements and add more powerful features to
  this software. Don't hesitate to reach out if you have any
  further questions or concerns, and we are more than happy to help!

  Customer Answer

  Date: 06/12/2023

  The consumer contacted BBB and stated the complaint has been resolved.

• Initial Complaint

  Date:25/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** ******* ** * ***** * *** **** ****** *** **** **** ***** ***** I got an email saying my subscription was auto-renewed. Didn't think anything of it until I went to use it and didn't have access. They told me there is no record of my purchase. I purchase again, this time it's a double charge and hits my account twice. I try to log onto my dashboard and click account to cancel, but it kept bringing me back to the home page and I was never able to see my account. I emailed them, explaining the double charge and asking them to refund and cancel. No response... but hours prior when I was emailing about renewing my plan, they answer immediately.
  
  Then, I get hit with another charge about a plug in. Never agreed to this, never got an email about it, never got an email letting me know the trial was ending... but apparently this has happened to others. *** ***** ******** *** ****** ******* ******* *** ********. This was attached to the purchase I said was a double charge and needed to be refunded. I sent a follow up email about the refund and again, no response. If i asked you to cancel prior to the 7 days, I should not have to pay for this plug in. Then I chat them and the person talking to me was avoidant, not finding resolution, not solving the problem at all.. made me feel like they are just going to keep my money and that is their plan all along.
  
  Then.. I threaten contacting ******. They say they will forward my case to the designated teams and ask for my FULL credit card number and full name!!!! Like what?! There is no reason you need to see my full credit card number. Their response was this was the only way to check. Then... they tell me there is no proof me paying despite showing the receipts. They say it says "negative" and yeah, negative as in was taken out of my bank account?! ..
  
  I am attempting to get this resolved because I just cannot believe this customer service team and lack of awareness, respect or kindness.

  Business Response

  Date: 01/02/2023

  Thanks for sharing your feedback. In line with your concern, we'd like to explain it in more detail and see how we can help you further.
  
  Regarding the repeated payments, our support has already processed a refund per your request, please check the attached screenshot. Besides, we find that you subscribed to a bundle plan including a license for Filmora together with a 7-day trial subscription for ******* * ********. In order to bring a more cool experience, we did our best to achieve providing ******* * ******** (***** **, ******* **, *********, and ** ********) for users to option, it would be free for use within 7 days and the user will be automatically charged per month if he/she has not canceled before the trial duration ends. This might be the reason you were charged on 25 January again. To avoid any trouble caused by it, we have provided an option for customers to uncheck the Plug-ins on the subscription page. Besides, we especially explain this point in more detail before the customer purchases it from the shopping cart. Seek your kind understanding.

   

  To take care of your concern, we'll investigate this matter further and evaluate the best solution for you accordingly. You may monitor the email from us, and really appreciate a lot for your time and patience!

• Initial Complaint

  Date:10/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My purchase was in October I believe. I purchased an eighty-something dollar lifetime membership and they now charge me upwards of $22 for a plugin membership that I didn't agree to (they will charge you too). This went on for 3 months before I noticed. *** ******* ** ***** ***** ** ** *** * *** *** **** **** **** * ***** ** ******* **** ********** *** **** *** *** *****  **** ***** * ******** ******** *** ************* *** **** ***** ******** ** ****** ******* *** * ******* ** *** ***** *** ********* ******* ** **** **** *** **** ******** 
  **** *** ***********  I just didn't look far enough when I made this decision. Wondershare is iron-clad on no refunds for "personal issues" which is what they call this.... so please don't waste your time responding for my sake Wondershare. *** ***** ** ******* **** ************ ********** ***** 
  I bought a lifetime membership. When I told them they are charging me monthly, they tried to show me a page where I left a box checked for a monthly "plugins" membership. NO. The checkbox is out of view when you buy on a cellphone because it's vertical and they only show you the checkbox on the far left (or very top of your phone) when the sign up for a lifetime membership is at the far right or very bottom. So, for me, this checkbox wasn't even in view when I made the purchase. Nevertheless, no matter what you say, they are iron clad that no one is getting a refund for anything and although they think that have you cornered, don't worry. Just do a chargeback. ****** and credit card companies will side with you.
  
  If you choose to ****** all of these warning signs you're seeing on ****** reviews websites, the least you should do is check every nook of the page you're on and screenshot every single portion of it to save. AND check your credit card or ****** statements MONTHLY for more charges you didn't agree to.
  
  I highly recommend using something else. This program crashes often anyway. (I have a fast computer)

  Business Response

  Date: 11/01/2023

  Thanks for sharing your experience.
  Firstly, I'd like to present our deepest apologies for the doubt caused by the
  subscription. It seems there is some misunderstanding between us, and we'd like
  to explain it in more detail and see how we could help you further.
  
  Upon checking, we find that you subscribed to a bundle plan including a Perpetual license for ******* and a 7-day
  trial subscription for Effects & Plug-ins. In order to bring a more cool
  experience, we did our best to achieve providing Effects & Plug-ins (*****
  FX & ******* FX & ********* & ** ********) for users to option, it
  would be free for use within 7 days and the user will be automatically charged
  20.99USD/month if he/she has not canceled before the trial duration ends. This
  might be the reason you were charged again. To avoid any trouble caused by it,
  we have especially provided an option for customers to uncheck the Plug-ins on
  the subscription page. Meanwhile, we especially explain this point in more
  detail before the customer purchases it from the shopping cart. Seek your kind
  understanding.

  Actually, we have already processed for the renewal payment charged on 18 December 2022 per your request. Besides,we are still following up on your concern about the download insurance service this morning. Please check the screenshots in the attachment.

  If you have any further questions or doubts,
  please feel welcome to reach back out as we would be more than happy to assist. 

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for one year of ******* software. In neither of the emails with my initial subscriptions does it state that this is an automatic annual renewal. I received an automatic withdrawal in December 2022 with no warning. I emailed customer service and they said I should have received an email warning me of the renewal. I checked for this email in my inbox and spam folder. It is not there. They are refusing a refund. I am seeking refund of $65.27. They have committed two errors: 1) failing to provide written notice of automatic renewal on the original receipt and 2) failing to provide advance notice of an automatic renewal.

  Business Response

  Date: 07/01/2023

  Thanks for sharing your experience. We desperately hope to know the user's real thoughts when he/she requests a refund if there is no issue with the product itself. So that we can give some suggestions or do further improvements accurately. This is the reason our support may explain more details regarding our refund policy according to your actual situation and didn't process a refund in the first place. Seek your kind understanding.
   
  To take care of your benefit, actually, my colleague Emilio already reported your case to our senior manager to get permission to process a full refund for you. Upon checking, we find that your order number ********************** was refunded successfully on 3 January 2023, and you may check the refund proof from the screenshot below. We are so heartbroken when we notice that you wrote a review on BBB. Please find the refund proof in the attachment. We invite you double-check your account to confirm if you received the money. If you have any further questions or doubts,
  please feel welcome to reach back out as we would be more than happy to assist!

  Customer Answer

  Date: 13/01/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:04/01/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a software subscription. Unknown to me, there was a 7-day plugin trial associated with my purchase. Obviously, I am not interested in unwanted plugins. I never downloaded the plugin, and have no interest in downloading it. Days passed by, and suddenly I see an invoice in my email inbox. I checked it, and it stated I had been charged $20/mo for a plugin I did not order. I contacted Wondershare, and I was fed "you are confused" sweet talk. I said I did not order the plugin. I am not interested in the plugin. I want a refund. The representative said in Chat that she could not issue a refund. She gave me a link and instructions on how to cancel the monthly subscription of this plugin. I successfully cancelled the subscription, but I have been charged $20.99 and they refuse to refund it giving me some automated sweet-talk message that basically says it is my fault for not reading their spam email to cancel before the 7-day trial expired. ** ****** ** ****** ** **** ****** **** ******** ******* * ***** ********** *** ****** *** * ***** ***** * **** ******* I want a refund. Period. *** ***** ***** ** ******* ** *** *** ******** ** ****** Their message:
  
  *** ******* * ***** **** ***** *** *** ******* * ******** ***** **** *** ******* ************ ** *** ******* ***** ***** *** **** **** ** ******* **** ****** ** ****** *** ****** ** **** **** ** ***** ******** ** ********** ** ************* **** ** *** *** **** ******* ****** **** **** *** ******* **** **********   ********* ********* **** ****** ******* *** **** ******* ***** ******** * ********** *** ****** ** **** *** **** ****** ********** ********* ** *** ****** ******* *** **** ******* ** ******* *** ***** *********** ** *** ******** *** **** ******* ******** * ************ ***** ***** ** **** ** *** *** **** ***** ** *** ********* ***** ** ** ** **** **** *** *** *** ****** ** ** ****** ** ****** *** **** ** ******* ** ******** ******** **** **** **** ***************

  Business Response

  Date: 07/01/2023

  Thanks for sharing your experience. We desperately hope to know the user's real thoughts when he/she requests a refund if there is no issue with the product itself. So that we can give some suggestions or do further improvements accurately. This is the reason our support may explain more details regarding our refund policy according to your actual situation and didn't process a refund in the first place. Seek your kind understanding.

  To take care of your benefit, I've reported your case to our senior manager to get permission to process a refund for you. The money should be go back to your original account, we invite you double-check if you received it. If you have any further questions or doubts,
  please feel welcome to reach back out as we would be more than happy to assist!

  Customer Answer

  Date: 10/01/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  A Wondershare representative reached out by email and informed me a refund was issued. Upon checking my account, I can confirm the refund was issued. Thanks, to both parties.
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:16/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I chat with Wondershare, they never allow me to speak to a manager. They claim the correct department will take care of the issue but nobody contacts me. I have talked to 3 different people, one of which ************* disconnected from the chat and didn't send me the transcript. This is an issue that needs fixed immediately because it impedes on my work.
  
  I have been a LIFETIME ******* member since 2016. Any upgrade has been FREE. I got a misleading message the other day telling me to upgrade to version 12 for free just like in the past. WELL now it tells me I have a free version and cannot export a video without paying. **** ** *********. That is a bait and switch, trickery. You cannot do that to someone without any mention of having to pay AGAIN when they are a lifetime member. This makes no sense to be a Lifetime member and now have to pay again. That is false and misleading also. Everyone I have spoken to has been ****, condescending and not helpful to resolve my issue.
  
  I ABSOLUTELY REFUSE TO PAY FOR AN UPGRADE, YOU OWE IT TO ME FOR FREE! I have worked on multiple projects since the upgrade and now cannot open them in version 11. YOU COMPENSATE ME FOR FREE WITH THE UPGRADE OR I WILL TAKE LEGAL ACTION. I don't want a "discount" or access to export my videos "temporarily" that is POOR BUSINESS. You have mislead me and that is NOT GOOD BUSINESS. I AM SO UNHAPPY WITH YOUR COMPANY and want this resolved IMMEDIATELY.

  Business Response

  Date: 23/12/2022

  Regarding your confusion about why you are charged for the
  upgrade to ******* 12, specifically those who have previously purchased a
  lifetime license, we want to answer the two most prominent questions that
  you've raised: ?
  
  "Why does ******* 12 involve additional charges?"
  
  For major upgrades––especially critical technology and
  infrastructure upgrades––the ******* team reserves the right to charge because
  of the significant cost involved. ******* 12 is an amazing new version with
  AI-related features bringing the tool to a new level. What’s more, ******* 12
  brings significant improvements in advanced features like Keyframing, Draw
  Mask, and Adjustment Layer. A brand-new UI and switchable Workspace Layouts are
  specially designed and developed. For such versions to launch, it requires our
  company to invest huge efforts, time, and technicians in the research and
  development of software. Seek your kind understanding.

   

  "If I have a lifetime license for a previous version of
  *******, can continue using ******* that I purchased?"
  ?
  Yes! For our lifetime users, you continue using the version of *******
  that you purchased and get relevant updates for free. Our team will continue to
  maintain and support ******* 9, 10, and 11 without requiring a paid upgrade to
  ******* 12.

   

  Upon hecking, our support is still following up on your case now, and we'll further evaluation your case and keep you updated ASAP. Please keep an eye on your mailbox. Thank you!

• Initial Complaint

  Date:07/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the ******* perpetual software on Tuesday, 29 November 2022. The website is very miss-leading and it is not clear that when you purchase they automatically add the selection to include a 7 day trial for the effects & Plug-ins subscription. After 7 days they automatically start charging you a $20.99 / month plus tax subscription fee. This "Product Feature" is located on the far left of the website and is not listed under the plan that I selected to buy. The "Buy Now" button is located at the top. This free trial should not be automatically applied to every order and the business should make it clear this is an option / added to the purchase.
  
  I was notified Sunday, 04 December 2022 at 8:07:53 PM that my subscription was to be automatically renewed. This email specifically states, "If you prefer not to continue, we suggest you cancel the subscription through Wondershare Account Center at least 5 days before the order expiration date, just in case the payment platform will deduct money in advance." My subscription automatically renewed ~24 hours later. So their email specifically states you should cancel 5 days before but they give you 24 hours notice.
  
  I contacted support the day after my subscription auto renewed, today, 07 December 2022. All I asked was that they credit the $22.67 they charged me for the effects and plug-ins subscription and put this subscription on hold for me. This software was purchased as a Christmas gift so I have not downloaded or activated my purchase yet. So I am paying $22.67 for something that I am not / cannot use.

  Business Response

  Date: 07/12/2022

  Sadly to hear that you didn't have a good experience with our subscription mode in BBB. It seems there is some misunderstanding about the new charge, kindly let me explain it in more detail and help you further. 
   
  We offered a 7-day free trial for the Effects & Plug-ins along with the ******* subscription on the pricing page (as same as the screenshot you attached). Users can feel free to uncheck this option or cancel the trial. If not, then it would generate an auto-renew at $20.99/month. That is why you were charged again. Sorry for Hope this can clarify your confusion.  
   
  Upon double-checking, we failed to find orders or communication records that are associated with your current account [email protected]. Our support just contacted you, would you please send us the ticket number (you contacted us before) or licensed email ( the email address you used to purchase this software) for further checking? So that we can further evaluate your refund request accordingly.
   
  Appreciate a lot for your time and patience~

• Initial Complaint

  Date:01/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased both the *** OS and ****** Play versions of *********** in attempt to transfer my *** and ******** messages from my ***** 6 to ****** *** After hours of repeated attempts, additional hours of reading support docs, etc. all attempts to transfer either ******** or *** messages failed. I was turning the ***** in for a trade-in so I was on a time crunch. I requested a refund for both or one of the products and was told that unless I could prove it didn't work they wouldn't be able to do that. Since I no longer have the *****, as I traded it in, I wasn't able to prove that at this point. I now don't have my old texts, ******** messages, or my money spent on two broken products.

  Business Response

  Date: 06/12/2022

  Sadly to hear that you didn't have a good experience with ***********. We are desperate to fix the problem after knowing you were encountering a problem during using the product, and this is the reason my colleague ask you to provide more details (like a screenshot showing the problem and the properties of your phones, etc.) via emails for further troubleshooting, and this was also the reason we didn't process a refund for you in the first place. 
   
  Since you insist on a refund, and in order to take care of your benefit, we have reported this case to our senior manager to get permission to process a full refund. The money would be back in your original account for around 7-10 days. Please wait patiently.
   
  If you did not get a refund at that time, please feel free to email us back and we are happy to help you further check it.

  Customer Answer

  Date: 13/12/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *******