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:03/02/2023

  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 began using Schedulicity in *********************************************** June of 2021. When I canceled I migrated my client list to a competing platform and have not logged into the account for nearly two years. When I did cancel I was informed I would not be charged any further. Although they did not send a confirmation email for the cancelation, this is evidenced by the partial month's service I was charged for that month. However, looking over my tax information I've realized that i have been charged for their services the entire time from June 2021-February 2023. There are 11 payments of $34.99 and 1 payment of $15 that I would like refunded totaling $714.80. I have tried calling and emailing and haven't been able to resolve the issue because I haven't received the response. I have logged into Schedulicity to make sure the account was deactivated and it is inactive, and this is evidenced there by the fact that their own site confirms my business isn't even integrated within their platform, as it hasn't been since June 2021. This is beyond egregious to continue to steal people's money without cause, permission, or notification. I need a COMPLETE refund for the entire $714.80 that was stolen from me or I will be taking legal action.

  Business Response

  Date: 03/27/2023

  Hi there,
  
  Looks like we were first made aware of the situation by a voicemail and we followed up with the account admin at this address: ************************* on 3/14/2023.  Our customer service rep immediately closed the account and refunded the last charge.  It sounds like this email was missed as we didn't get a response back.  I will take care of the charges from June 2021-Jan 2023 as the Feb payment was already refunded by our rep.  After further review in the database we weren't able to find any evidence of the cancellation in June of 2021 nor any other correspondence from the business.  I will however refund the charges as we can see the account was no longer in use for those dates.  Typically we refund the last 3 months in this type of event although we'll make sure all charges have been refunded in this instance.  We'll also follow up with the business admin to make sure they know the charges were refunded.  Let us know if we can help with anything else and sorry for the missed communication. 

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19530505
  
  I am rejecting this response because: I have yet to receive the refund and Im skeptical the business will do the correct thing. Once *** received confirmation the refund was sent Ill be happy to accept the businesss response. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/20/2023

  Hi there, 
  
  Thanks for letting us know you haven't received your refunds.  All refunds were posted to card ending in **** which was the card on file that was processed.  See screenshots above of the dates of the refunds processed on 3/27/2023 for a total of $714.80.  You may want to reach out to your bank to see why those aren't in your account yet.  If you need any reference numbers to share with your bank I can send those as well.  Feel free to reach out to us at **********************************.  

  Thank you,

  ******

   

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19530505
  
  I am rejecting this response because: I have not gotten my refund. My credit card company told me to have them cancel and resend the refund because it didn't go through.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/28/2023

  The refund came through as smaller deposits rather than one large deposit as each month was refunded separately.  I received word that you have gotten those, is that not the case now? I sent through the screenshots of Stripe our processor when I processed the refunds.  

  Customer Answer

  Date: 05/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************