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:02/04/2025

  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.

  Lose It! App is auto-renewing despite multiple attempts to cancel. It was purchased through the website using an email address I no longer have, but which is required to cancel online. There is absolutely no contact information on their site in order to speak with a real person and the chat bot just keeps sending you to the website. If you ask for a refund via the website you get an email asking you to login. Its an endless loop.

• Initial Complaint

  Date:02/04/2025

  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 have attempted to cancel this loseit subscription through ****** Play, not listed as a subscription and through the website, to no avail. The website help center did not offer any type pf assistance with this request. VERY DISAPPOINTING! I would like to cancel this subscription immediately WITHOUT FURTHER AGGRAVATION.

  

  Business Response

  Date: 02/04/2025

  On 2/4/2025 a full refund for the CAD ***** charge was issued. Any applicable taxes were also refunded. The auto-renewal for this subscription has also been canceled.
  It can take up to ten business days for the banks to return funds to your account.
  
  Best,
  
  **** *********
  Customer Care Team @ ******************

  Customer Answer

  Date: 02/07/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:11/10/2024

  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.

  I went through all the steps to cancel my lose it account. I purchased under ****** play. When I go there I don't see any subscriptions so I went to **************************. there is not a cancel option. I just want to cancel so I don't get charged for renewal

  

  Business Response

  Date: 11/14/2024

  On 11/14/2024, the auto-renewal for this subscription has been canceled.  You will not be charged again for Lose It!, and your Premium account will now expire on 1/20/2025.
  

  Best,
  

  **** ******************************** Team @ ******************

  
  

  Customer Answer

  Date: 11/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *** ******

• Initial Complaint

  Date:05/03/2024

  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.

  On 4/30/24 I was in my app and the pop up came up for the lifetime subscription. I was trying to read what it entailed and somehow ended up purchasing it when I truly did not mean to. I contacted the company to ask for a refund and was directed to a like that just said no refunds. So frustrating!

  

  Business Response

  Date: 05/06/2024

  The charge on the account under ********************** was issued by Apple on 4/30/2024.
  
  To obtain a refund, the customer must contact Apple directly. Apple does not give app developers access to their billing systems to issue refunds on their platform.
  
  Start the refund process with Apple using these instructions: ****************************************
  
  Best,
  
  ***************************
  Customer Care Team @ ******************

• Initial Complaint

  Date:03/21/2024

  Type:Sales and Advertising 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 yearly membership for ***** plus tax. The next day I was sent an offer for a lifetime membership for *****. I decided to go ahead and purchase it. I then went to cancel the ***** plan that I had paid for the day before and it wouldnt allow me to do so. I emailed them and received a response that I had been credited. After no credit I emailed again. Again I was told that I had been credited. When this again didnt happen I emailed again. This time I was told because I had purchased the yearly plan for ***** I was eligible for an ADDITIONAL ***** to purchase lifetime. At no point did they say this from the time they made the offer to the various emails I sent. I feel scammed as I would have never paid ***** plus *****. I want my money back but cant get them to refund.

  

  Business Response

  Date: 03/21/2024

  The charge on the account under ************************ was issued by Apple on 2/29/2024.
  

  To obtain a refund, the customer must contact Apple directly. Apple does not give app developers access to their billing systems to issue refunds on their platform.
  

  Start the refund process with Apple using these instructions: ****************************************

  Best

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

  Customer Care Team @ ******************

• Initial Complaint

  Date:03/06/2024

  Type:Service or Repair 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 started my free trial and ended it within the due time. i went on the website and cancelled it, and to be completely clear i didnt use anything involving apple. after a day or so of cancellation, ive received up to four attempts from the company to charge my cash app $40 for an annual trial that i cancelled!!! *** tried contacting support with no response, used their help page, and even checked four times that the website does in fact say my trial/subscription is currently canceled.

  

  Business Response

  Date: 03/11/2024

  I can confirm the 7-day trial has been canceled, and with it, the attempt to receive/collect funds after the trial ended.
  
  Best,

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

  Customer Care Team @ ******************

• Initial Complaint

  Date:01/13/2024

  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 have repeatedly tried to cancel this subscription but was again charged $29.99 on January 7, **** for an annual subscription to the app which I have not used in years. I would like a refund of the charge and to stop the subscription.

  

  Business Response

  Date: 01/16/2024

  On 1/16/2024, a full refund for the $29.99 charge was issued. Any applicable taxes were also refunded. The auto-renewal for this subscription has also been canceled.
  

  It can take up to ten business days for the banks to return funds to your account.
  

  Best,
  

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

  Customer Care Team @ ******************

• Initial Complaint

  Date:01/10/2024

  Type:Order 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 am using the app/service LoseIt!. I intended to upgrade to a lifetime subscription. I accidentally typed in the wrong email address to upgrade and the app won't allow me to fix my mistake. So I can't upgrade to the lifetime subscription. There is a chronic error and I can't find any way to fix it. I tried disconnecting and reconnecting, but the wrong email address is stuck in their system. I want a remedy. I would never have started with this app had I been aware that it was fully automated and had no thinking brains behind the company. I still wish to upgrade, but am stuck in an endless maze of non-sense that gets me no where. Please fix!!! Thank you.

  

  Business Response

  Date: 01/12/2024

  A member of our support team has reached out to help with your account and lifetime upgrade.

  Best,
  ***************************
  Customer Care Team @ ******************

  Customer Answer

  Date: 01/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  

  BBB thank you!!!  *********** responded immediately to my complaint.  I only wish I could have contacted the company directly without making a complaint.  They sent me an email and I was able to make my lifetime upgrade.  I am not sure if my wrong email address was cleared out, but at this point it should not matter.  I can only hope there will be no future payments and I'm ************* forever.

  Dear LoseIt!,

  It would be nice not to have to complain to get a problem solved.  That said, thank you for taking care of this issue within what seems like 24 hours.  Great business response.

  Thank you!!!!

  Regards,
  

  Peace!
  RS

• Initial Complaint

  Date:01/04/2024

  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.

  Yesterday, my card was charged $21.39 for an annual subscription I did not intend to keep. I followed the cancellation instructions on their website to stop this, but their website doesn't support cancellations of memberships. I ensured the membership was purchased on the correct platform (their site) but there is no option to cancel a subscription.

  

  Business Response

  Date: 01/05/2024

  On 1/5/2024, a full refund for the $19.99 charge was issued. Any applicable taxes were also refunded. The auto-renewal for this subscription has also been canceled.
  It can take up to ten business days for the banks to return funds to your account.
  Best,
  ***************************
  Customer Care Team @ ******************

  Customer Answer

  Date: 01/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:12/05/2023

  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 have a premium subscription that shows a renewal date of Friday Dec 22, 2023 in the amount of $29.99 ** per year. I do NOT want this product, I do NOT want a renewal, under my subscription there is no option to select Cancellation. I need it to be confirmed this will NOT renew. I have lost my job months ago; i do not have the means to spend on this program; I just need someone from their customer care team to give me an answer that it will NOT renew. PLEASE.

  

  Business Response

  Date: 12/06/2023

  The charge on the account under *********************** was issued by Apple on December 22, 2022.
  To cancel the subscription, the customer must contact Apple directly. Apple does not give app developers access to their billing systems to issue refunds or manage subscriptions on their platform.
  Start the cancelation process with Apple using these instructions: ******************************************
  Best,
  ***************************
  Customer Care Team @ ******************

  Customer Answer

  Date: 12/06/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Lose is not just an app developer; it is offering a retail product on line via a variety of subscription levels and costs and then offering billing though a variety of platforms.

  Lose It is indicating they do not have access to the Apple billing system yet they have the ability to tell apple what plan type and  invoice fee to charge and they receive payments from Apple?  

  I have read numerous complaints about the difficulties people encounter in trying to cancel; please make working with you easier.

  I will try to work through this with Apple on the weblink provided from Lose it. 

  
  Regards,

  ****

   

   

  

  Business Response

  Date: 12/22/2023

  Apple does not allow app developers make changes in their payment platform. Refund/Cancellations must be done directly through Apple/the App Store. 

  But, our records indicate you are able to cancel the Premium subscription, so you will not be charged again for Premium, and your Premium account will now expire on December 22, 2023.

  Best,
  

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

  Customer Care Team @ ******************