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:06/07/2023

  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 received a $99 charge on my bank statement and I was never even associated with this company. This is freud.

  

  Business Response

  Date: 06/08/2023

  Hello J*****. Thank you for bringing this to our attention.

  The charge in question is related to your free trial for Fitify Plus, which is Billed
  
  monthly following the tree trial Until
  
  6/5/23.

  Since no cancellation was requested, the renewal occurred as scheduled. We have received your separate communication directly to our Support Department, and a refund request was submitted on your behalf to this software provider. A response to your request should be received within 2 business days at which time, we will notify you directly via email.
  

  Please let me know if I may be of further assistance.
  

• Initial Complaint

  Date:05/31/2023

  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.

  Hello, I removed my credit card info from my account from Rank Math so the subscription would not renew but it still renewed. There was not an option in your dashboard to cancel the subscription I could find before it renewed. There are no links or messages in your dashboard clearly about being able to cancel. Invoice RANKMATH###-###-####-67348B
  
  I am requesting that this charge be refunded. $62.54 to my card ending in 1007.
  
  A representative said that I cannot be refunded and instructed me on cancelling the account. This is a very questionable policy if it stands based on the lack of a dashboard cancellation option. Thank you.

  

  Business Response

  Date: 05/31/2023

  Thanks for reaching out! It appears the seller refunded your order today, May 31st, 2023, and also canceled the subscription. Please allow 5 to 10 business days for the credit to reach your account, however in most cases it will show up sooner. Please let us know if you have further questions or concerns! If you'd like to contact the seller for support or more information you can contact them at [email protected].

  Best,

  FastSpring Support

   

  Customer Answer

  Date: 05/31/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20122994, and find that this resolution is satisfactory to me.

  Please delete and remove this complaint inquiry so it does not show up on the BBB profile of this business. Thank you!
  
  
  
  Regards,
  
  
  
  D*** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:05/15/2023

  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.

  last year I made a one time purchase for a digital photo recovery software. it tried to set up a subscription and i cancelled. This week my account showed a charge from FastSpring for $32.20. I did not make such a purchase. I contacted my bank and they gave me the phone number for the “company”. I called that number and all it is is a recording saying “for an unauthorized charge on your credit card please go to fsprg.com”. I did. It says it’s a third party payment processing company for other companies. I did not authorize any charge. I submitted a form on their website for a refund, which asked for a website the purchase was made on, order number, product name, etc. I put in what information I could find. I then got a response from the the company that my subscription would end 5/2024 and a link to download the purchase for this year. AGAIN i did not make a purchase this year. i receive no communication from any company regarding a purchase and only ran across it in my account statement. I Did not purchase this year this and will not be downloading it. I contacted my bank again today(5/12/23) to escalate this further to get a refund. I will be taking every legal action possible to get this taken care of if it is not handled immediately. This is considered FRAUD.

  

  Business Response

  Date: 05/15/2023

  Hello.

  Thank you for bringing your concerns to our attention.  I do apologize if there was confusion about your 2022 purchase.

  The renewal has been refunded and the subscription disabled so that no further renewal will occur.

  Please reach out to [email protected] if you have further concerns.

  B*** ******

  Senior Platform Support Specialist
  

• Initial Complaint

  Date:05/02/2023

  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.

  FastSpring, aka Bright Market LLC, charged me $49 on March 31 and May first through PayPal. The invoice lists the payment for "FileTransfer.io Business subscription" and lists my name as Dan Froehlich. Firstly, my name is Dan HENNES and has never been Froehlich. And I do not own any business or have any need for a file transfer software. I have never heard of this company or purchased any software or any other product from them. The listed company website has a number to call which is a recording telling you to go to their website if you have a charge you don't understand. I have seen MANY of the same complaints to BBB and hope this can be resolved and I get my $98 back!! I have inactivated my PayPal on their website and hope they do not somehow access it again. The order numbers are Order Reference PAL###-###-####-12128B and PAL###-###-####-79101.
  This company should be flagged as fraudulent.

  

  Business Response

  Date: 05/03/2023

   

  Thank you for letting us know about these fraudulent transactions.  We take fraud very seriously and appreciate your provided details.

  We will issue a refund from our side and submit this for fraud investigation.
  
  Please allow 5 to 10 business days for the credit to reach your account.
  
  Please let me know if I can be of further assistance.

  Regards,

  B*** ******

  Senior Platform Support Specialist / Fastspring.com
  

• Initial Complaint

  Date:04/28/2023

  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.

  The business who placed the charge is Fast Spring, also called FS*Enquor Pte Ltd. Apparently they are a third party billing company for others who sell software. The charge was made March 31, 2023 and was posted to my account on April 1, 2023. The charge is only $10.00 but I have no idea what it is for. I did not purchase software and I would like the name of the company they were representing, if any. I am concerned that a company I have never heard of and cannot contact is a security threat.

  

  Business Response

  Date: 04/28/2023

  Thanks for reaching out to us here at FastSpring! Your order # ENQ###-###-####-16339 was for a product "PDFQuick.com Just This Document" from the company PDFQUICK. I have gone ahead and refunded the order as fraudulent and you can expect the credit to reach your account within 5-10 business days, however, in most cases, it will show up sooner.

  If there anything else we can assist you with, please feel free to reach out via our Consumer Support site available here:

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

  Thanks,

  FastSpring Team

  Customer Answer

  Date: 05/01/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19994561, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards, H**** ***
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/28/2023

  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 checked my bank account yesterday(3/27/23) and had an unauthorized charge for $41.11 for “FS *highpaying” I did not make any charges. My bank is one that sends notifications to my phone with every transaction and I didn’t have one for this one, so had I not checked my account, I probably wouldn’t have caught it so fast. I contacted my bank and they gave me the phone number for the “company”. I called that number and all it is is a recording saying “for an unauthorized charge on your credit card please go to fsprg.com”. I did. It says it’s a third party payment processing company for other companies. I haven’t ordered anything online in quite some time and I keep track of EVERYTHING I spent. I did not authorize any charge, especially one for $41.11. I submitted a form on their website for a refund, which asked for a website the purchase was made on, order number, product name, etc. I just put unauthorized charge in those fields. I contacted my bank again today(3/28/23) to escalate this further to get a refund. I will be taking every legal action possible to get this taken care of if it is not handled immediately.

  

  Business Response

  Date: 03/28/2023

  Hello D******,

  Thanks for reaching out! Your order # HIGH###-###-####-29286B was refunded as fraudulent today and your consumer support case # 012***30 has been addressed by our support team as well. Please allow 5 to 10 business days for the credit to reach your account, however in most cases it will show up sooner. I hope this has resolved your issue, but feel free to reach out again if you find you need further assistance!

  Best,

  FastSpring Support

   

• Initial Complaint

  Date:03/08/2023

  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 had bought a service with them early this year when I was taking a class, I tried to reach them to cancel my subscription but the number they provided doesn't even work apart from sending you to ssprg.com. I would like them to cancel my account with them and genuinely provide a contact that they can be reached at but not deducting people's money without fast reaching them. Thirdly, I would like them to refund my money back that they withdrew from my account as am not longer using their services because I don't own a computer as per now. Thank you

  

  Business Response

  Date: 03/23/2023

  Thanks for the kind reminder.  We apologize for not responding to the initial report.

  This buyer's subscription renewal was refunded on the same day of renewal, March 9th.

  Notification of the refund was sent to [email protected].  Here is the invoice reflecting the adjustment: ****************

   

  Please let us know if there is anything more we can do to help.
  

  Customer Answer

  Date: 03/24/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19557042, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  L*** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/16/2023

  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.

  On 02/15/2023 I received a notice from Paypal that I had been charged $79.99 by an unknown company named FastSpring in California. No purchase information, no nothing, and a contact phone number that does not answer. It seems it is a software renewal of Intego that I made a ONE TIME purchase of last year and found that it does not work on my M1 Mac without difficulty and is very invasive. I had to have a shop wipe the entire drive and reinstall manually to get rid of it, Since that first week, I have never thought of it again. Now, these parasites show up to "renew" a subscription I never signed, at twice the price. No thank you.

  

  Business Response

  Date: 02/16/2023

  Hello William.  Thanks for reaching out.

  I see that Intego has refunded your renewal order earlier today.  It may take up to 3 days for you to see the refund post to your account.  I've attached the invoice showing the refund.

   

  I do apologize for any inconvenience. Please let me know if I can be of further assistance.
  

  Customer Answer

  Date: 02/16/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19412752, and find that this resolution is satisfactory to me.   However, the bogus unannounced charge should have never been made in the first place.
  
  
  
  Regards,
  
  
  
  W****** **********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/09/2023

  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.

  I purchased the FamilyTime Premium 5 Devices for $69. I was never able to get the app to work on our families Apple devices even though they claim their product is supported on Apple/iOS devices. I worked with technical support to resolve the issues and after 2 hours working with them we were unable to get their app to work. I reached out on 12/6/22 to ask for a full refund since the app does not work on our families operating systems. I was promised a refund within 15-20 business days on 12/7. I followed up 1/10/23 as no refund had been received and was advised that the billing department was still working on the refund. I again followed up on 1/20/23 due to still not having a refund and asked that this be escalated and was again told that the billing team was working on it. I received a response 1/20 that said it was being sent to a billing manager who should resolve the issue soon. 1/28 I again emailed asked what was going on and was told it was with the billing department. I have yet to receive a refund from this company as of 2/9/23 for a purchase that I was never able to use even after hours of working with their tech support.

  

  Business Response

  Date: 02/09/2023

   

  I'm sorry to hear of the problems you have encountered in trying to work with the software provider's technical support.  I do not see that we have previously received a request from you directly to us here at FastSpring. In order to resolve this for you, we are contacting the provider and
  you should hear from them within 48 hours. Please know that we are available to you via [email protected] if you do not hear directly from the seller to resolve this within that time-frame, please let us know.

   

  B*** ******

  Senior Platform Support Specialist

  [email protected]
  

• Initial Complaint

  Date:12/12/2022

  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.

  Hi my name is M***** ****** ,
  I’m just writing you guys to see if I can get some help with where these charges are coming from ? thank goodness I had insufficient funds in my account or else the money would have been taken out of my account for something I have no idea about so if someone can help me with further questions that I have please get in contact with me because I would really like this to all come to an end especially cause I have no idea who what where when or even why this charge is coming up multiple times for something I never signed up for . thanks and I’ll be waiting for someone / anyone to get in contact with me !!

  

  Business Response

  Date: 12/12/2022

  Hello M***** ******
  ,
  
  Thanks for your inquiry.  We appreciate it and welcome the opportunity to serve you.
  
  The attempted charges are for your ended free trial of Highpaying Membership.  This trial ended and resulted in the attempt to bill the regular subscription since no request for cancellation was received.  At this point, because the renewal charges were unsuccessful, the membership has been deactivated.  No further billing attempts will be made.

  
  If after reviewing this information you have any questions or concerns, please reach us directly at [email protected]