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Business Profile

Computer Software

Mergr

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/24/2024

    Type:Billing Issues
    Status:
    Answered
    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 am filing a complaint regarding my subscription to Mergr, for which I have been charged $150 per month for 5 months, totaling $750. I believed I had cancelled the subscription, but continued to be charged without receiving any email notifications of these charges. Furthermore, I have not used any of their services during this ********* August, I contacted Mergr multiple times requesting a refund, but the only response I received was a one-month refund ($150) and official cancellation of my subscription plan. After that, I have received no response to my follow-ups. I am disappointed with the lack of communication and customer service, and I am seeking a full refund of the remaining $600 for the months in which I did not use the ********** subscription plan included access to Mergr's online M&A and private equity transaction database. I am requesting a refund for the subscription fees charged from March through July of this year, during which I did not use the service.

    Business Response

    Date: 10/23/2024

    *** from Mergr advised that some of the students that request to cancel is mostly due to pricing. He explained that once a cancellation request is received via email, they will process it then. It is never in Mergr's interest to continue to charge students for a service they do not wish to continue with.

    Mergr is open to receiving any proof that the student did in fact send an email to make their cancellation request known to their business.

     

    Please note that without the request for cancellation, consumers are not eligible for a refund

    (ENTERED BY BBB STAFF)

  • Initial Complaint

    Date:06/11/2024

    Type:Product Issues
    Status:
    Unresolved
    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 merchant (mergr.com) made recurring subscription charges for a subscription that I had already canceled: Dates and amounts of the charges are as below:November 20th, 2023 (US$ 150)December 18th, 2023 (US$ 150)January 18th, 2024 (US$ 150)February 20th, 2024 (US$ 150)March 18th 2024 (US$ 150)A total of five (5) transactions were charged to my ***** debit card, each amounting to US$ 150, totaling US$ 750. Note that a charge of US$ 150 was made on April 18th 2024 also which mergr.com has already refunded, hence the claim is for 5 transactions only (aggregating US$ 750)The Reason for the refund is that I canceled the trial subscription in Oct '2023. I have an email as well which I sent to ********************************** advising them of cancellation (screenshot attached). Mergr.com website stipulates an email is sufficient for cancellation of subscription however the company continued charging me. Despite my request for cancellation sent on Oct 20, 2023, the merchant continued to charge me until April 18th, 2024. I approached Mergr.com again in May '2024 and requested the refund, however they only refunded $150 out of a total of $900 I had claimed for refund (remaining $750 is pending for which I am requesting your intervention).For this subscription, I had used my ***** ***** card (ending 1227). Associated ***** account for the refund is ********* and routing number is *********** am attaching proof of cancellation of the subscription (email dated October 20, 2023) and a screenshot from Mergr's website stating that an email is sufficient for cancellation of subscription.My request is to refund all transactions that have been charged to my account subsequent to my email dated Oct 20, 2023 & not yet refunded by the merchant (5 transactions aggregating US$ 750). As a student, these charges are a significant drain on my resources. I appreciate your support in resolving this. Thank you for your assistance.Sincerely,********************* ************* ******************

    Business Response

    Date: 06/20/2024

    We looked into this issue and did not locate the cancelation request email the user sent (we save correspondence). Nearly all users who cancel, do so within the App as it is easy to do so and the most convenient. When canceled within the App, the user receives a confirmation email indicating so. As noted, we did provide a refund for the most recent charge. We understand the user's frustration and would welcome additional months of service should the user request it.

    Customer Answer

    Date: 06/20/2024

     
    Complaint: 21814987

    I am rejecting this response because:

    I have a documentary proof (email record) with myself that I sent an email requesting cancellation at Mergr's email address ************************************ which is listed on their website. I am attaching the email proof sent by me and also a screenshot from Mergr's website confirming their email address.

    I further note that Mergr's own policy (as published on their website) states an email is sufficient for cancellation (please see attached policy screenshot). Because I did send the email on 20th Oct 2023 (proof has been shared), credit for all charges subsequent to that should be provided. 

    Correct that Mergr reversed the most recent charge (charge for April 2024 amounting US$ 150). That is why I haven't included this amount in my cancellation claim of $750. My request for refund is for amounts other than this US$ 150 credit that the merchant provided.

    I am not interested in availing this merchant's services. Instead, my request is for refund for the payments that the merchant has charged to my account without justification.

    I am a student and this amount has brought significant financial hardship for me hence I'd request support of BBB to negotiate refund of this amount from the merchant.

    Thank you.

    Sincerely,

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

    Customer Answer

    Date: 07/09/2024

    Dear BBB team,

    thank you for your support in this so far. Have we received any further response from the merchant? If not, could you please guide me on best possible ways to get my money back from the merchant?

    Thank you.

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

    Customer Answer

    Date: 07/29/2024

    Dear BBB team,

    Good afternoon. I note that Mergr.com has not provided any resolution at all. They did not refund me for the amounts they charged me unfairly despite service cancellation notice having been sent by me earlier. I remain unsatisfied with their response while noting they haven't done any resolution at all. Accordingly, it should be reflected that Mergr.com didn't provide any resolution and that the customer remains unsatisfied.

    Thank you for BBB team for your support

Mergr is NOT a BBB Accredited Business.

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