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:04/16/2024

  Type:Delivery 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.

  On 12/23/23 I ordered online, Intego Spyware from Fastspring, Order No. INT###-###-####-94961
  paying $39.98 with an expired debit card ending in 2501. They contacted me (the only time I have been able to speak with anyone) and I gave them a current card ending in 8890 with NCSECU.
  After I didn't receive the merchandise I left voicemails twice starting on 1/3/24. They only responded with email 1/8/23 and advised I communicate with mailer@fastspring or expect to hear from them. Soon thereafter they asked me to complete a survey about their order process. Expecting smooth sailing I gave them a good review. Weeks later I reached out to their support email add and the process repeated. This time I gave them an unsatisfactory review and advised they were forcing me to report to you if the order wasn't completed. I have emailed within the last two weeks and am still ignored.
  I view the LLC as aptly applying and their business model is to blame non shipment on the mailer (whoever and wherever they are). I never heard from the mailer in 3.5 months of this and would appreciate anything you can do to get me the merchandise or a refund. The process involved Case 0******6 and 0*****44 and their possible ref no. !0******NH and 15********51.

  

  Business Response

  Date: 06/26/2024

  Hello,
  Thank you for bringing this to our attention. I understand how frustrating it can be to encounter issues with your subscription.
  I have carefully reviewed your subscription for Washing Machine X9 and Premium VPN placed on December 23, 2023, and I did not find any indication of an expired card or payment failure. The order was successfully completed, and the payment was billed to Visa ending in x3831. The renewal is not due until December 23, 2024.
  Please rest assured that we would never call our buyers to ask for updated card information. Any payment issues would be communicated via email.
  Regarding your concern about not receiving the product delivery, it was sent to [email protected]. For your convenience, I will resend it to you now. If you would prefer to cancel the subscription and obtain a refund, please let us know at [email protected].
  Thank you for your patience and understanding.
  Best regards,

  B*** ******

  Senior Platform Support Specialist

  FastSpring

• Initial Complaint

  Date:01/23/2024

  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.

  This company does not return emails. When you go to the website they suggest you get a virus killer sign to contact someone which are ususally ways to get business. They don't refund the money. The program does not load anymore when you subscribe. There I am not a robot" spins for ever until you turn off the site. They are horrible. I don't know if they are still in business. I was my 43.00 back. They are disgusting.

  Customer Answer

  Date: 01/24/2024

  They said they would refund the money.  I checked it has not hit my credit card yet.  I will let you know.

  Customer Answer

  Date: 02/01/2024

  This was settled....They need to specify if the new operating systems will use the program but they gave me my money back

• Initial Complaint

  Date:01/22/2024

  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.

  After some communication with Florian (at iOSApptemplates.com) to confirm that the apps that they were selling were fully up to date and would work in the current coding environment, to which he said all were totally up to date and would work, I then went ahead and purchased an App from iOSApptemplates.com. I purchased the Developer level Dating App for USD$299.
  
  When I downloaded loaded the app I could see right away that it was still using the old cocoapods method and old user interface coding as well as Koloda (which is no longer usable). I contacted them several times looking for support to see if it was even possible to convert this app to be usable and requesting their support and help on this - as this app was supposed to be fully up to date and literally should be good to go to add the the Apple App Store.
  
  I received no responses whatsoever. I have been completely ignored.
  
  I then contacted a third party iOS app developer who I was going to pay (even more money) to fix this app and convert it to be usable . The developer took a look at the app and came back to me to say that it is unusable. It cannot be fixed to work. It is completely out of date and some of the imports wouldn't work at all anymore.
  
  I then contacted iOSApptemplates yet again to inform them of all of this and to request an immediate refund. And again I have just been ignored.
  
  I am seeking an immediate and full refund of the USD$299.
  
  I have all of the email communication, including the email from the third part app developer that I was going to hire to help me who confirmed that this app was not usable or fixable.
  
  Thanks
  N*****

  Customer Answer

  Date: 01/30/2024

  Hello

  I also put in a dispute through my bank about this transaction, and they have just come back with a successful win in the chargeback case and have been able to credit a full refund of the $299 to my account!

  So my dispute has been successfully completed.

  Thanks!

  N*****

   

• Initial Complaint

  Date:01/02/2024

  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.

  •November 27 I purchased a new subscription to an annual service
  •November 27 I sent a message to Fastspring for helping cancelling a duplicate subscription since I purchased a new one.
  •Dec 1 I received a response from Fastspring saying they would look into this for me and update me with a response
  •Dec 28 Sent a follow up message to Fastspring because I still have not gotten a response
  •Dec 29 Fastspring charged me $189 for the old subscription while the new one is currently active.
  
  There is no way to get on the phone with these people and they are not responding to my emails. I demand a refund for the $189 they charged me to auto renew a subscription that I do not need because it is a duplicate subscription to the same service. They have put me out of almost $200 for no reason. I am extremely upset about this.

  

  Business Response

  Date: 01/02/2024

  Hello. Thank you for bringing this issue to our attention.
  I see that you have 2 separate subscriptions, ANT2**************36 which you began in Nov, 2023 and ANT***************84B, which began last year and was renewed in December, 2023.
  
  Can you help me to understand why there are 2 subscriptions and which
  should be cancelled. I'll be happy to reach out to the Antares Support
  Team to help resolve this for you.

  Thank you.
  

  Customer Answer

  Date: 01/08/2024

  
  
  Complaint: 21072113
  
  
  
  I am rejecting this response because they have not resolved my issue. I have provided multiple email responses specifically detailing which subscription needed to be refunded. They sent a refund for the current subscription and not the old subscription that was charged to my account for double the price. I am extremely upset that there is no actual customer service representative to speak to over the phone concerning this matter. Furthermore, I explained to them that the card they are trying to send ANY refund to was cancelled and they ignored that and still tried to process a refund for the wrong subscription. I want a refund for the correct subscription. 
  
  
  
  Regards,
  
  
  
  S****** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/18/2023

  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.

  Fast Spring (aka Bright Marketing, LLC) charged by credit card without my authorization. I have not used their website nor service.
  
  I never received any email nor invoice for any service/product from this company.
  
  I tried calling the number and it is doesn't allow you to speak with anyone.
  
  I filed a refund request online (support ticket 01434054), but given the other BBB complaints I have read, I do not know if they will process the refund without filing a BBB complaint.

  

  Business Response

  Date: 12/19/2023

  Hello. Thanks for bringing your concerns to our attention.

  I believe that the matter has been resolved via the support case you referenced of 014***54.

  The charge for NitroPack - 200,000 pageviews per month plan - Yearly Recurring Payments
  was identified as a valid charge.
  
  If after reviewing this information you have any questions or concerns, please let us know.
  

• Initial Complaint

  Date:12/06/2023

  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.

  Unauthorized charge:
  My credit card was charged $89.44 by FastSpring which I found out is a 3rd party billing company for various subscriptions. I did not order this 6 month subscription to LASTA. This is fraud. My credit card company will let me dispute the charge but will then cancel my account and reissue a card, which is a hassle.
  I have reached out to FastSpring and also Lasta. FastSpring takes no accountability for their part in this and I have not heard from LASTA about this unauthorized subscription.
  Invoice number is IV7*****************U4ZWYRF4.

  

  Business Response

  Date: 12/07/2023

   

  This issue was raised by yourself directly with our support team. We were able to put you in touch with the Lasta Support Team who has refunded your order previously.

  I believe this should resolve your concern. If not, please do reach out to us directly via the working support case. We're happy to help.
  

  Customer Answer

  Date: 12/08/2023

  LASTA has refunded the unauthorized amount I was disputing.  Diligence and follow-through is needed with this company and FastSpring who is the third party billing company.

• Initial Complaint

  Date:09/19/2023

  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 Paypal account shows that this company charged me $69.00 on September 12, 2023. There are no describing details given about the transaction in the Paypal invoice, except "PRO Subscription", a contact address of "[email protected]", and a phone number. ----
  
  I visited Fastspring.com to find out about the company. I have never seen 0r visited their website before. I filled out a claim form for a refund. ----
  
  Next, I called the phone number listed on the Paypal invoice. it is answered by a recording only, which directs callers to fsprg.com there is no way to contact a human being On that page is a tool that supposedly looks up a charge if you enter the details. I entered the details, and it said there was no record of the charge. ----
  
  I see they are listed as a BBB Accredited business with an A+ rating and 84 complaints. ----
  
  Please help me get my money back that they took fraudulently.

  

  Business Response

  Date: 09/19/2023

  Hello,

  Thanks for reaching out out to us! The associated order for your PayPal payment was for order # RANKMATH###-###-####-93190B and the invoice link for the order is available below:                   

  ****************

  I have forwarded your refund request to the seller and informed them that we will refund the transaction within 2 business days if we do not receive a response. I look forward to helping you get this resolved!

  If you'd like to contact the seller for support or more information you can contact them at [email protected].

  Best,
  FastSpring Support

• Initial Complaint

  Date:09/12/2023

  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.

  Contract not fulfilled - did not receive the spiral lay flat FTM 2019 Companion booklet ( about 374 pages). Paid for Sept 1, 2022 and not yet received one year later despite efforts to get it.
  

  The FTM program claims to be able to print charts including descendant, ancestors and others. Samples of these charts included prove that the program does not do this accurately.
  

  Proof and transcripts enclosed show that I have tried to resolve the issues but unsuccessfully for over one year so far now. Please help resolve these issues.

  

  Business Response

  Date: 09/13/2023

  Hello S******. Thanks for making us aware of your issues with regards to the Family Tree Maker order you placed.
  I do find record of a September, 2022 pre-order as well as a delivery from August, 2023 order. I will resend a copy of those details to your original order email now.
  If you are still missing anything that you need from your order, please reach out to us directly via [email protected] and we will be happy to help further.
  Thank you, FastSpring Support

  Customer Answer

  Date: 09/27/2023

  
  
  
  
  Complaint: 20592568
  
  
  
  I am rejecting this response because:

  I checked back to my email from September 13, 2023.  That was the latest update. I was waiting for my niece who is very familiar with Geneology and does all the books for my brothers company for years now. She was not available until the next weekend.   She backed up my family tree information as instructed in their email.

  Then she looked everywhere in the program, notes, ++++….. and could not find the statement that was printing. Those individuals are not even in the tree.
  She did the update as instructed and then went to publish to see if the issue was resolved. It was not!

  As is shown on what was printed September 21, 2023 after the update.  The original issue still is there and now on the Outline descendant Report, the first names have disappeared only to be replaced with “Living” followed by their last name. Where did all the first names go? (28 times on the page I sent to you).

  What good is a program that does not do what it claims to do, properly that is.

  I still have not received the Companion Book I paid for in September 1, 2022 (proof of that date in the first package mailed).

  I paid shipping for it too.

  I have been so frustrated this past year trying to get what I paid for. This has just just been a waste of my time and money. Obviously the latest update has made things worse. Just refund all of my money and keep the book I never received.  Never mind the % credit for the book being over one year late. I will never invest any money with this company again. I will find another program that works!

  Enough frustration and not getting what I paid for!!!

  I never received anything that they say was delivered August 23, 2023!

  I only get more frustration! Give me all my money back. I’ve waited way to long already and jumped enough hoops!

  
  
  
  
  Regards,
  
  
  
  S****** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 09/27/2023

  Hello S******,

  Thanks for your response. I have forwarded your refund request to the seller at [email protected] and you can expect a response from them shortly. Should you need any additional assistance, please feel free to reach out to us at [email protected].

  Best,

  FastSpring Support

  Customer Answer

  Date: 10/03/2023

  
  
  
  
  Complaint: 20592568
  
  
  
  I am rejecting this response because:

  The book I paid forSeptember 1, 2022 still has not been delivered to me. The update for the FTM 2019 are making the program worse instead of better. I have accomplished nothing with this program and have lost confidence and interest in attempting to get this program to do what it claims to do properly. I want a complete refund now. 
  
  
  
  Regards,
  
  
  
  S****** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:08/07/2023

  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 downloaded their product (TunesKit iOS System Recovery for Windows (Monthly)). This product has a box that allows the end user to navigate to the location where they want to restore a previous iOS version. That feature did not work. I attempted to troubleshoot the issue but was unable to resolve it.
  
  I asked for a refund in the original amount of $32.80. They informed me that I was not entitled to a refund because I downloaded and used their product.
  
  Attempted to resolve via PayPal and no luck. If a product does not work properly, the consumer should be able to refund it.

  

  Business Response

  Date: 08/07/2023

  Thanks for reaching out out to us! I have forwarded your refund request to the seller and informed them that we will refund the transaction within 2 business days if we do not receive a response. I look forward to helping you get this resolved!

  Best,

  FastSpring Support

  Customer Answer

  Date: 08/10/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20423937, and find that this resolution is satisfactory to me.

   

  I will be awaiting this refund.
  
  
  
  Regards,
  
  
  
  J*** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/19/2023

  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.

  -Order ID: WORLDANVILLTD*****************
  -Order Created: November 01, 2022
  -Paid In Full: November 01, 2022
  - Date of Transaction 11/01/2022 (Placed order 10/30/2022)
  - Amount $103.42 ($97.00 +6.41 Tax)
  - Billing for an Online Web Service
  - Started when an error caused a 50% discount not to be applied. After disputing the over charge, web service World Anvil issued a Refund. Despite this Fastspring decided to fight the Disputed charge. No Service provided and no refund either, so in short I have been Charged for for nothing provided.
  Despite issued Refund by web service money Fastspring refuses to refund my money.
  - No, they cast blame on my Bank/Card holder. They tell me that my Bank is holding the money. But my bank can clearly show they are not.

  

  Business Response

  Date: 07/20/2023

  Hello A*****. Thank you for bringing this matter to our attention. Please allow me time to investigate and we will respond shortly. Your patience is appreciated.

  FastSpring Support Team
  

  Customer Answer

  Date: 07/23/2023

  
  
  
  
  I am rejecting this response because: A look into is not a good response. I have been in limbo on my funds for way longer then I should. A "We are looking in to it" is all I have gotten. I only seek to have my fund RETURNED.
  
  
  Regards,
  
  
  
  A***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 07/24/2023

  A*****,
  I understand your frustration.

  Please understand that this issue is the result of a chargeback dispute which you filed but was decided in our favor. Due to this complication it will require an investigation. Your patience is appreciated.