Complaints

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

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  Rebel.ca

  532 Montreal Rd, Suite 261, Ottawa, ON K1K 4R4

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  Rebel.ca

  12 York Street, Suite 300 Ottawa, ON K1N 5S6

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:08/06/2023

  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 Hosting Manager subscription with ********* costs me $372.
  On May 31st 2023, they charged me $455.94 for the Hosting plan and other products, and on June 2nd they charged me another $372 for the same Hosting package.
  After noticing the double charge, I called & spoke to an agent and explained that I had 4 other payments lined up that needed to be paid with the extra money that they took, if the money was not reimbursed back to me quickly these other payments were going to bounce on my account causing me to have to pay over $400 in NSF fees to both my bank and my respective creditors. I asked him if there was a way for Rebel to issue a payment instead of a refund because refunds take time & I didn't have time. He placed me on a long hold, came back saying that he had spoken to a superior & that they would issue a payment back to me so the money would be placed back into my account that same day. They didn't. They processed a regular refund which means that when the money was finally back in my account, all these other pre-arranged payments had already gone though and all bounced causing me $400 in NSF fees.
  I contacted their customer service agent who was incredibly unprofessional, so I asked for the matter to be escalated. *****, a supervisor, called me back & firstly took back all the promises the first agent had made, he said that after listening to the call, he did not understand why I was promised a payment to have the funds back in my account the same day because he would never authorize that. He acknowledged that I was double charged but the only resolution he had for me was to extend my Hosting plan for another year. I told him I was not satisfied with that resolution & wanted to escalate this because it did not resolve the $400 cost they caused me & I now owe money to the other companies. He responded by yelling at me, saying that my money problems are not his problem, to take it up with my accountant, refused to escalate this further & hung up on me.

  Business Response

  Date: 16/06/2023

  Hello,
  
  We appreciate you bringing this to our attention.
  
  We first want to say that the client's assertion that they were wronged is correct. An error in our system resulted in the double billing of her account in the amount of $372 dollars.
  
  The client requested that we make a direct payment to her in that amount in order to help her avoid NSF fees as a result of the double billing. Unfortunately, this is not something we do (I do not recall any instance where we've actually attempted such a procedure), but we did queue the refund and attempted to process it as quickly as possible in order to help the client avoid those NSF fees.
  
  Unfortunately, the refund did not go through quickly enough and the client informed us that they were facing hundreds of dollars of NSF fees. We offered a free year of hosting ($372 value) as compensation for our system error. Admittedly, we have encountered only a few cases where clients reported they were billed an NSF fee due to a billing error. We had never encountered a case where a client was hit with so many NSF fees at once.
  
  Following the receipt of this *** complaint, we reached out to the client and offered to write a letter acknowledging to their bank that the error was entirely on our end and that if possible, they should consider returning those NSF fees to the client (it is a strange approach, but it has worked in a previous, somewhat similar instance).The client was understandably reluctant to try this.
  
  We also requested to see the billings that led to the NSF fees. While we typically like to give clients the benefit of the doubt, when it comes to increasingly large compensation, such as what we're offering in this case, we like to confirm that the client's reports are accurate. And while we couldn't definitively say that our error was responsible for all of the NSF fees on the account, it was clear that the double billing was, at the very least, a major factor in the NSF fees that the client was facing.
  
  As a result, we decided to increase the compensation for the error significantly. As previously mentioned, our initial solution was to refund the second billing and to add a year of hosting (a $372 value) to her account. In light of the client's sharing of the billing statements, and in recognition of the inconvenience the error caused, we have increased our offer to include another year of hosting ($372 value) and we have also made it so that the client's 3 domains will be renewed for free for 2 additional years (a value of $136).
  
  While it is not the direct payment the client was initially seeking, we believe that the $880 of compensation on top of the completed refund for the double billing should lessen the client's financial burden significantly over the coming 2 years, hopefully making NSF fees less of a possibility for them.
  
  Thank you,