Complaints

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:07/02/2024

  Type:Order 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.

  Formal Complaint Regarding Wishpond Services I am writing to formally lodge a complaint against Wishpond regarding several discrepancies and issues with the services provided. Despite our agreement and payments totaling $2,292.04, there have been significant shortcomings.1. **Poor ************* The website lacks proper alignment, contains multiple pop-**** and has errors in image and text placement, making it difficult to navigate.2. **Unfulfilled Promises:** Many promised services, including account set*** and marketing campaigns, have not been delivered.3. **Lack of Communication:** There has been a lack of transparency regarding progress, and concerns have not been addressed in a timely manner.Specific grievances include two pop-*** contrary to the contract, improper image and text alignment, footer errors, duplicate home menu, and non-functional links.Efforts made by the business to resolve the problem include a **** meeting, but progress has been lacking.These issues have hindered our online presence and marketing campaigns. We expect prompt action to rectify these shortcomings.Sincerely,******

  Business Response

  Date: 07/02/2024

  Hi *************

  This is *******, from Wishpond. I'm really sorry to hear about the poor experience you had with our company. I take customer feedback very seriously and I want to assure you that I hear what you say and we will engage in a negotiation with you. I know that ****** was in contact with you up to recently, correct? Let me sit with him to review your case and continue the conversation.

  We will reach out to you shortly.

  All best,

  *******, from the Customer Success team.

  Customer Answer

  Date: 07/02/2024

  
  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:11/01/2024

  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.

  Early 2023 (within the month of January), I was contacted by Wishpond by gmail. I bought the website building and 6 month marketing plan. The website building ended well, although if you don't read through and check the work, it will be done at the minumum ( spelling errors and graphics that cannot possibly look good to anyone). The real problem is the marketing. I am now currently in the 8th or 9th month of the 6 month plan. How have I gotten 9 months? Because Wishpond has not even started to deliver the work. I have paid 5 out of the 6 months already but not a single sale. I was initally assigned a marketing manager who looked like he knew what he was somewhat doing but after 1 week he "moved onto other oppurtunities" which is when I was assigned my current marketing manager. From day one I received an email saying "ads ready for launch today" but I am yet to see work. Every 2-4 weeks I received this email, keeping me hopeful that this time there would be something. After a few months and reuccuring payments, I had enough and wanted to speak to someone about a refund. I spoke to 3 different people on this subject but could never make the call. I am flabergasted at how a team of marketing "professionals", who have 40 hour weeks, do not even have time to speak to a client. When I finally managed to have this call, they steer as much as possible from the possibility of a refund and offer other small things that should have been delivered many months ago anyway. Every single one of these complaints is on point. I do not want to settle any other way than a refund. I would not even accept a free service from this company, seeing the quality of their work and especially behaviour towards the people who pay them.

  Business Response

  Date: 12/01/2024

  Hello ******.

  My name is Charles and I'm responsible for the Customer Success department here at Wishpond. I'm really sorry to hear this. I can guarantee that this is not the experience we believe our clients deserve and I'm truly sorry that you went through this. I ask you for the opportunity to fix the situation. I believe that one of our team members is trying to contact you through your email. It would mean the world to us if you could reply and engage in a conversation. We promised you we will be brief and not take much of your time. If you would rather reach out to me directly, you can email me in [email protected].

  Looking forward to hearing from you, ******. And again I'm very sorry for the inconvenience we caused.

  All best,

  Charles.

  Customer Answer

  Date: 18/01/2024

  
  Complaint: ********
  
  Hi, I prefer discussing the matter through BBB as it can be monitored. The person who is trying to contact me is the person who I mentioned in my initial complaint (I am being offered a service that I should have been receiving from the start). I have not replied as I am not being listened to even after speaking face to face with a success manager and account manager.

  To add to my loss of trust, I requested on multiple occasions for the automatic payments to be canceled as I was already paying months in advance but that did not happen. There is no where on the wishpond website under my account where I am able to cancel payments which is quite concerning.

  I would like to exit out of this situation as quickly as possible as I am also losing 200 per week to “website hosting”.

  Thanks,

  ****** *.

  Business Response

  Date: 22/01/2024

  Hello ******,

  Based on the chat that was held on Thursday and the proposal you approved with Nicolas, the Customer Success Manager working alongside you, the issues you presented will be corrected by Wishpond and the status of your request will be acknowledged and handled accordingly. On that call, it was agreed that to compensate for the undelivered product, Wishpond will refund three (3) months of the service fee, with an additional two (2) months of the service fee, while providing a new service for the duration of the contract using the already paid balance to pay for the service that's to be provided. We received a message from you agreeing to these terms on the 22nd of January, therefore we would like for you to confirm the terms here as well so we can begin delivering on our extent of the agreement.

  Let me know if you have any questions.

  Charles,

  Director of Customer Success.

  Customer Answer

  Date: 24/01/2024

  
  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.

  What has been said by Charles is true and agreed by myself. The 3 months is for all service fees during 3 months and the 2 months is for 2 months of website software fees. Meaning Wishpond has already received the payment for the 2 months I will still pay for, and the service will start ASAP until the end of the service duration.
  
  
  Thanks,
  ****** ******

• Initial Complaint

  Date:30/11/2023

  Type:Service or Repair 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.

  We hired Wishpond to provide marketing services for our company.They have missed eevery deadline that they set for themselves in their onboarding timeline, have outright lied about services being rendered when we can see in our account history nothing was done, have failed to deliver ~75% of the deliverables, have refused to refund us for the months where zero deliverables have been made and deadlines missed, and have continued to charge us for the next month. We had notified 3 separate people in the company, 3 separate times, that their services were terminated well before the upcoming billing date.

  Business Response

  Date: 22/02/2024

  Complaint: 20935116
  
  Hello ******.
  
  This is *******, from Wishpond. Thank you for sharing your feedback about your experience with Wishpond, and we genuinely apologize for the disappointment and frustration you've experienced.
  
  I learned that ***************************** and ************ have tried to contact you and they didn't hear from you. We would like the change to make things right and engage in a negotiation that addresses your request.
  
  Do you mind replying to ***** email's (*******************************************)?
  
  Looking forward to hearing from you.
  
  All best,
  *******, from the Customer Success team.

  Customer Answer

  Date: 22/02/2024

   
  Complaint: 20935116
  
  I am rejecting this response because:
  

  I have continually exchanged emails with Wishpond and its employees throughout this process, including after we notified them that their services were terminated. We have told Wishpond, and re-told Wishpond, 4 separate times that their services are terminated. And only after all of that, and their refusal to provide the refund that is owed to us, have we ignored their emails and filed this complaint with BBB.

  Their response that we are simply ignoring them is not a truthful representation of our communications.

   
  ***************************

• Initial Complaint

  Date:17/11/2023

  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 hired Wishpond to perform some online services. It was a 6 month commitment. The services I hired them for did not yield anywhere near the anticipated results. I asked for the services to be cancelled and any outcomes from the services I had paid for to be turned over to me. Wishpond continued to charge me for services beyond the 6 month period. And failed to acknowledge my request. They claimed that 6 months would be a minimum to see any results, Now they are claiming I needed to notify them 60 days before. That goes against their professional recommendation of allowing the services mature over 6 months. Additionally, I reached out several occasions over the 6 months to get updates, data, results, anything, they were unresponsive and I never heard from them on a proactive basis when that was another service they promised me and failed to deliver.

  Business Response

  Date: 22/02/2024

  Complaint: ********
  
  Hello *******.
  
  This is *******, from Wishpond. Thank you for sharing your feedback about your experience with Wishpond, and we genuinely apologize for the disappointment and frustration you've experienced.
  
  I learned that ***************************** reached out to hear you and already addressed your request, having resolved the matter. Thank you for committing to achieve a mutual agreement.
  
  On behalf of Wishpond, I apologize once again for the poor experience and wish you all the best in your future endeavors.
  
  Regards,
  *******, from the Customer Success team.

  Customer Answer

  Date: 22/02/2024

  
  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:19/04/2023

  Type:Service or Repair 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.

  Wishpond is basically a **** company - I will never work with them again and I will tell as many people as possible to stay away. I hope this company go out of business so they can stop ******** people. In November 2022, I was looking for a company to run a giveaway contest for my business. I stumbled on Wishpond so I booked a appointment. They upsold me on a monthly package of $800 lead generation package. *****************************, the sales guy talked a good game and said basically Wishpond will become my marketing team. I will get lots of marketing campaigns and leads and they will free up my time to just focus on my business. Basically everything is a LIE.Fast forward to today, April 19 2023, I just completed my giveaway contest. The whole thing took almost 6 months to do, and I have to hand hold the amateur marketing manager every step along the way. I end up spending maybe triple the time to work with these amateurs. Graphics is worse than what you can get from fivver. These guys have zero understanding of your business and they do not do the homework to understand them. They repeatedly give you the wrong marketing stuff with ******** have never had more frustrating experiences online anywhere else. These guys are worse than amateurs. They are more intellectually subpart compared to a high-schooler. DO NOT BELIEVE any of their promise. Their workplan and agreement are all based on imagination. None of the stuff in the agreement was delivered on time - I am seriously considering filing a **** charge on my credit card - I have the email and correspondence to prove how this whole thing is a ****. If by the luck you are reading this - please note that I never write a review online - I usually just get things go. This is truly a 1/10 experience and that's why I am compelled to write this complain to save others from working with this ******** company.

  Business Response

  Date: 04/05/2023

  Hi resolution team,

  Here is a summary:

  We have had challenges with this client since the start of the contract. Our fulfillment team has done more than 3x adjustments per included assets in the service provided.
  Our team had a meeting with the Copy and Design team, and they are waiting on approval/feedback from the client.
  The team has completed many assets which the client has not approved at all.
  The team followed the client's direction and yet has been unhappy with results throughout the contract, resulting in many rounds of adjustments.
  The client was in retention then we had a meeting with design and copy but issues kept coming in regards to satisfaction with assets.
  There were delays in delivery of assets, due to the amount of rounds of adjustments (Ex. we had everything ready to launch and then client changed his mind)

  TOTAL DESIGN TEAM HOURS: 12:02:00 (12 hours 02 minutes)
  Copy Team: 3 hours of works

  below you will find a link to examples of the assets produced and feedback from client. The client is still requesting that the team fulfill services and our CS team has been working to resolve. 
  ****************************************************************************************************

• Initial Complaint

  Date:06/02/2023

  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.

  Working with Wishpond has not only been an intolerably frustrating experience, but also one of our biggest regrets for our business. They are completely unprofessional and have taken weeks to respond to emails at times. Its mind-boggling that a company still exists with these standards and practices. Dont listen to the lies they will tell you during their sales pitch. Once the contract is signed and your bank account is set up for withdrawals, their promises go out the window. The communication is atrocious, the work lacks quality, they do not listen or respond, and they will waste your time and money. Do yourself a favor and choose literally ANY OTHER digital marketing company for your business needs.In our 6-month contract with Wishpond, we may have gotten 2 months of productivity out of them. This was not without being completely put through the Wishpond wringer. No one in the company has a phone number, so the only way to contact anyone is via email, and we have sometimes waited over 10 business days for a reply. We've had to hound our Account Manager and chase down our assets repeatedly. We were patient and understanding about illness, internet issues, Black Friday (as if thats a legitimate reason for our delayed assets), and personal problems; even though, in a business agreement, none of these are valid excuses.In short, Wishpond has been a colossal waste of time, money, and energy and a consistent source of frustration and downright disappointment. Don't make the same mistake we did. There are plenty of better companies and individuals to help you with ********************. UPDATE : We were promised the launch of our ****** Ads Campaign on January 6th. Our Account Manager has since left the company, and the new deadline was set for February 3rd. We've received no updates from Wishpond. This is another MONTH-LONG delay, and we are STILL chasing assets. Our money is just being flushed down the toilet. RUN AS FAR AWAY AS YOU CAN FROM THIS COMPANY.

  Business Response

  Date: 29/05/2023

  Hello ****** and Team, 
  
  We have engaged with this client and they agreed to continue with us so we can complete the work. Additionally we refunded 2 months back to them. Not sure why this wasn’t flagged, but we have addressed this with the customer. 
  
  
  Please see screenshots below. 

  Customer Answer

  Date: 30/05/2023

  
  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:13/12/2022

  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 started a contract with Wishpond in which I got a 30 day cancellation policy. No where in the contract does it describe cancellation fees, yet Wishpond insists I owe them 50% of the remainder of my contract. Wishpond provided truely inadequate services and products both for what I paid, and what they described I would get. I have emailed them to cancel our relationship and they are insisting I pay an additional 2475 dollars to simply end my agreement with them wherein my contract specifically specifies a 30 day cancellation policy with notice. I received a website homepage redesign, behind a $250 pay wall indicating they are incapable of truely designing a standalone webpage. I also received 3 icons to be used in copy. I was never told the website would be stuck behind a paywall, and ultimately paid 1650 for 3 icons that could have been designed in a matter of 1 hour or less. In the in formation I got it indicated anything beyond a simple homepage redesign would cost between 2500-4000 dollars. Yet when we had a call to discuss our termination they INSISTED these services were included. I was promised a campaign every 46-60 days and ultimately got 3 icons I could use in 90 days. The wishpond staff in fact had not even logged into my ******* account within the last 30ish days at the time of requesting cancellation indicating no work was being done on a subsequent campaign.

  Business Response

  Date: 16/12/2022

  Hello Joshua, 

  Thank you for reaching out. We reviewed your signed agreement and a 30-day cancellation notice is not written into the agreement. What is written is as follows:
  
  This agreement will commence upon signing this SOW for a twelve (12) month term (the “Initial
  Term”) and will automatically renew thereafter for successive twelve (12) month terms (each, a
  “Renewal Term”) unless either party provides the other party with written notice of non-renewal
  at least thirty (30) days prior to the expiration of the initial term or any renewal term.
  
  The 30-day notice pertains to the auto-renewal of your account which is set to occur at the 12 month mark. If you are able to provide documentation that a 30-day cancellation window was advised to you by your Account Executive, we will happily honour that. 
  
  When you sign on with Wishpond you commit to the above term (12 months) as this is the time required to grow your marketing funnel and make recommendations to improve your sales infrastructure. 
  
  As the agreement is binding we, on case-to-case basis can find a middle ground to let the client end their agreement early. Ultimately we are committed deliver the work you have agreed upon outlined in the signed Statement of Work. 
  
  To clarify, your statement of work does not include a website redesign (**************************) . The $250 you are mentioning is the minimum cost to pay for a premium website layout via *******, not through Wishpond. Any further work on your website would require an additional cost, not included on your initial plan. 
  
  We have attached a copy your signed agreement for you to review. 
  
  Our recommendation is that you engage with your Customer Success Representative to find an amicable solution to move forward. 
  

• Initial Complaint

  Date:28/09/2022

  Type:Service or Repair 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.

  We paid for products and services which included 12 months of marketing campaigns for $18,000. We were promised a list of products and services, none of which we got. Their design work has been mediocre Best. We tried to work with them but they continuously came back with the same design just changed a little bit here and there. Basically just wasting our time. Prior to signing on and paying, we were told that our website is perfect and didn’t need to be changed. Suddenly, five weeks in, we were informed that we needed to redesign the website in order for them to deliver services. Due to that, Wishpond offered to change the services we paid for to redesign our website. We said no. Not only we didn’t like their design work so far, we didn’t want to put all of that money into a site and felt that this was crucial information to know prior to payment. The designs that they submitted for marketing campaigns were Unacceptable. It was not tailor made for us, but rather a cut and paste of what they have with our logo stamped on it. They also asked us to do all the work: asking us to supply them with 30 keywords, when we clearly hired them - a supposedly professional marketing company - to do this work for us. We finally asked for a refund. This is four weeks ago and now they are ignoring us and refusing to refund the money. There is no place online where we can go and review, so as to let people know what kind of company this really is. We tried to walk away cordially, patiently and quietly, but the people we have been working with at Wishpond are not making it easy to do.

  Business Response

  Date: 17/10/2022

  Hello *******
  
  As the marketing process is consultative, we strive to create the best possible outcome for our marketing efforts. This includes an in-depth website and *** health assessment. Ultimately, the success of your marketing campaigns are determined not only by our efforts, but by the user experience on your website as well.
  
  All the design work is based on your website and current aesthetic, as well as additional graphics you provide to us for use. It is protocol for us to share designs for approval before we go live, and we are always happy to revisit them with the creative team should there be any issue.
  
  Both parties have entered into an agreement per the signed Statement of Work, and we are trying to work within that commitment to find a way forward. 
  
  We are still happy to deliver the agreed upon services, and our representatives have engaged with you to try and resolve your issue.
  
  We recommend that you continue to communicate through those channels to work towards a resolution. 
  
  

  Customer Answer

  Date: 19/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Overall your response is again, just generic. It doesn't seem like you actually went to our file to check what happened. Even though we paid $18000 for services.

  1) We gave ample info and sample of past designs, including past flyers, and these were disregarded. This is all in email form. 

  2) We were pushed to go with ******* and even after we rejected that several times, we were told again to go with **** ***. *** **** is a funny play on words. We worked hard to keep it away from ***** This was constantly pushed on us, even though we said several times we are NOT interested in that. We didn't hire Wishpond to go the easy route. *** ***** *** ***** ******* ** ******* **** ***** ** **** **** ******** ****** *** ****** ****** 

  3) We rejected the first submission with a lot of points and comments, which not only were overlooked, but the third person to make a meeting didn't even take the time to READ the past emails and understand the problem. I wrote a FULL Email explaining what was wrong and that we never even read!

  4) Wishpond kept submitting the same file with a tweak here and there, it was mediocre, it was a brush off design. I worked on plenty of marketing campaigns and creative projects with ******* ****** ****** and 30 publishers around the world to know that this was just a brush off, generic, design work. 

  5) We asked to speak to the copywriter, and never did. The head of the copywriting team came to a meeting but never spoke about that copywriting for the ADs.

  6) We were asked to provide 30 KEY WORDS! When this should clearly be the job of the marketing company. 

  7) Then we were told the *** and Email portion we paid for couldn't be done with our **** ***** - and were told by Anton to just use the money we paid to re-design our site. Didnt even tell us Wishpond could refund that.

  8) There are more small details but in short, it doesn't say NO REFUND.

  9) Any company that says they are going to just keep $18000 when the client is unhappy after 5 weeks and has never received even one ounce of product or service is pretty dishonest.

  We kindly ask for a refund.

  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 21/10/2022

  Hello ******** 
  
  Our team has reached out with a refund amount. We recommend that you continue to engage through those channels. 

  Customer Answer

  Date: 28/10/2022

  I am rejecting this response because:
  Wishpond reached out and offered to refund 75% of the $18,000 we paid in end of July 2022 for a year of service. That was roughly $1500 per month of products and services. 
  There was no logical reasoning as to why they should keep $4500 of our hard earned money for not even a month of work - the roughly 15 hours of work they actually put towards our account, without delivering any products or services, is not worth $4500.
  To be fair, we originally told them they can keep 15% ($2700) for their trouble but they refused.
  This 15% was not good enough. If they would have agreed, I honestly don’t think I would have gone ahead and reached out to BBB, etc. 
  But, for some reason, they want to keep 25% of this money, and in addition to keeping 25% of our money for no reason, they want us to remove any and all of the honest reviews we had written. They also, in exchange, wants us to Remove any and all complaints with BBB and … we have to sign a paper that we will never ask to use the $4500 towards any other products or services. 
  I believe this is dishonest to say the least, it is arrogant and wrong to demand all of this, when our agreement never stated “no refund”.
  I honestly feel that I am being ******. It is sad and I hope this can be reverted. 
  
  Sincerely,
  ****** ******

  Business Response

  Date: 02/11/2022

  Hello ******** 
  
  At this point you have submitted a dispute for the payments in question and so we are currently in arbitration to address this. 
  
  
  Due to this, funds are inaccessible while in arbitration and we cannot refund them back to you. 

  Customer Answer

  Date: 08/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Wishpond's response is a brush off to say the least and only shows how they conduct business. We do not have an arbitration, that is a ***. Their personnel keep asking me to meet and speak to them and their last demand was to keep 25% of the fund, for no reason, and that they will ONLY pay me that back if I remove my bad review in BBB and ****** *** ***** ** * ****** 

  I reached out to BBB to go over this matter, not to be brushed off as if I have no claim. I paid $18000 in July for a year of work and asked for it back in August! It does NOT day "No REFUND" on our agreement or any kind of No Refund policy and I do not want to work with a company **** ** ******** ******, as you obviously do when they are not happy. There are at least 7 bad reviews telling the same story as mine. I will move forward by hiring a lawyer in Vancouver and when I go to Small Claims Court, I will ask for damages - for the fact is, you have been holding my money unrightfully so, which is hindering my business as I cannot pay another person to do the job I originally wanted you to do. 

  
  Sincerely,
  ****** ******

  Business Response

  Date: 15/11/2022

  Hello ******* 
  
  At this juncture, we are currently in arbitration as you have filed a dispute with your bank for the amount above. We are no longer in a position to refund any amounts as we no longer have access to these funds due to the nature of the arbitration process. 
  
  Prior to this, our team had made several attempts to work with you with regards to your brand, **** ****". 
  

  At this point, your account with us is no longer active, and your funds are inaccessible because of the filed dispute. 
  
  My recommendation is we proceed with resolving this through our respective channels.