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:10/16/2024

  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 canceled my subscription I can't remember how long ago. And through this entire time they have continuously charged me and haven't stopped. They want me to create another account to somehow stop the billing that's been going on. That's ridiculous.

  Business Response

  Date: 10/18/2024

  IOur company has acted in good faith and in accordance with our terms of service throughout this matter. The customer claims to have cancelled their account "months ago" but has not provided a specific date. Our email correspondence indicates they deleted their account without cancelling their subscription, despite clear warnings that account deletion does not automatically cancel subscriptions.

  
  

  Due to the account deletion, we no longer have access to the customer's records, including the ability to cancel their subscription or view the account deletion date. Our understanding is based solely on our email exchanges.

  
  

  We have made extensive efforts to assist the customer:

  
  

  1. Provided instructions to manage their subscription via their account page.

  2. Suggested creating a temporary account when informed of the deletion.

  3. Supplied direct Stripe links for subscription management without account access.

  4. Offered a 6-month complimentary subscription as a goodwill gesture.

  
  

  Despite these efforts, the customer refused to follow our instructions or accept our offers.

  
  

  Our refund policy, agreed to at sign-up, allows refunds only in exceptional circumstances and at our discretion. Our account deletion process clearly warns that it does not cancel active subscriptions. Support representatives cannot modify subscriptions without an active user account, hence our provision of direct customer management links.

  
  

  Communication ceased when the customer made legal threats, in line with our staff safety policy.

  
  

  We have consistently acted professionally, offering multiple solutions and maintaining open communication. We stand by our actions and believe we have exceeded reasonable expectations in our attempts to resolve this issue, despite the customer's non-cooperation.

  
  

  We remain open to a resolution that aligns with our established policies and business integrity.

  Customer Answer

  Date: 10/23/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 22422827