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:02/02/2023

  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.

  The Principal Center charged me for online membership without my knowledge or consent. Furthermore, I did not have access to the online membership that The Principal Center charged me for. I spoke with Leighanne Stidhan on 12/27/22. She confirmed that I did not have access to the membership that I was charged for. Leighanne informed me that they would only be able to refund 3 of the 7 months that I was charged for and I would have to contact my credit card company for a refund on the other 3 months. I contacted my credit card company and they did a charge back for 4 months.
  
  When I reviewed my credit card statement on 1/3/23, I saw 3 recharges from the Principal Center on my bill.

  Business Response

  Date: 02/20/2023

  Customer ******** ******** registered to join the Instructional Leadership Association on 5/26/22. Upon registration she was presented with the subscription payment information, which would be $47/month.
  
  
  She called to cancel her account on 12/27/2022. We had never been contacted regarding cancellation prior to this request. Ms. ******** requested a refund for all 7 months she had been charged. We cancelled her account immediately and refunded the 3 most recent months that our system will allow. 
  
  
  Ms. ******** claimed that she was unable to access our website and the content she purchased. However, our attached activity log reflects that she was active on our paid website content during the months she disputed payment. If she ever had any issue with accessing her content, we were never notified prior to her claim upon cancellation. 
  
  
  When Ms. ******** disputed the other 4 monthly payments with her bank, we submitted evidence to dispute it, since we have record of her activity and the bank sided in our favor.

  Customer Answer

  Date: 03/08/2023

  
  
  Complaint: 1*******
  
  
  
  I am rejecting this response
  because: I did not receive the product for which I was billed and I was not
  granted access to the product for which I was billed.

  I already discredited Mr. *******s response that I used the
  service; which he attempted to verify with an attachment.  The attachment
  he provided as evidence that I accessed content beyond the paywall actually
  supported my claim that I only accessed the free website and/or email. 
  Once I disputed that, he shifted his response to state that there is no way for
  him to actually tell which content I accessed.  

  If you review the case, you can see my claim has remained
  consistent.  Mr. *******s responses have shifted along the continuum of
  justification for the billing to implying that I am lying.  To lie in a
  case such as this would be fraudulent. I am neither shifting my account of the
  complaint, lying or committing fraud.

  It is unfortunate that Mr. ****** would rather engage in this
  manner than operate with a higher level of integrity.  Further mediation
  is beyond the scope of the BBB; consequently, I will move my complaint to the
  arena of my peers.   A response from Mr. ****** is not necessary or welcome.  However, I thank you the BBB for thier time an efforts. 

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

  Business Response

  Date: 03/09/2023

  Customer signed up for our service. We provided access along with new content every week. If customer had any difficulty accessing content, she did not let us know until her  cancellation request on December 27, 2022. 
  

  Customer is clearly frustrated that she did not make good use of the service she signed up for. However, this is not within our control as a business. We provide excellent content and excellent customer service, but customer must take responsibility for actually using the service or canceling it in a timely manner.