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:11/06/2022

  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.

  On 31st October 2022, explaindio debit my bank account for the sum of 60 without no prior warning or notification. On the same day as my account was debited for payment of thier app for a next years subscribtion, I contacted them through thier ticket system, asking for the money to be refunded as I no longer use their software and had not used it in over a year.To date, through correspondence, they have refused to credit my account insisting instead that I use their software ehich, to be honest, is cluncky at bestwhen idud use it and often crashed with log in information not functioning.I would like a full refund for the payment they took on 31st October 2022 for a next year subscribtion that I will not be using.Thank you

  Business Response

  Date: 11/22/2022

  We have explained to *** that as per the billing term that he agreed on while p[urchasing this product, we only offered a 30-day money-back guarantee period. Our service is like ******** Hostgator, etc where after the charges are made for the subscription, it cannot be refunded because the content is delivered and the refund period is over. He was also informed about the payment schedule in advance and that he will be charged yearly. And, he was charged 3 times. Which can be checked in the screenshot below. https://prnt.sc/iSDShN4S-p1_ Our terms and billing agreement are clearly shown on the sales page and on the checkout page: https://explaindiovideocreator.com/new/fe/ Nowhere in the ticket, *** has mentioned any issue with the app. To get a refund, he is falsely claiming that our app is not working. https://prnt.sc/HkFO1TSXC9H-

  Customer Answer

  Date: 11/25/2022

  
  Complaint: 18364925
  
  I am rejecting this response because:
  
  1- There was no prior communication/reminder that funds were due on the 31st October 2022. Checking the previous year, funds were taken from my account on the 2nd November.
  2 - They took out payment on the 31st October 2022 for a following years subscription that I notified on the same date, 31st of November  2022 that I no longer used there application so would not be using it going forward for following year.
  3 - The terms and conditions they refer to in the case of refunds is not in relation to yearly subscriptions but to refund after using the product after a trial period. I am requesting a refund on the grounds stated above.

  4- I have issued a cancelation of the auto renewal which effectively ends the subscription. Technically, they want to charge me an extra year as I issued this cancellation a few hours after they're supposed renewal date. 

  5- When a client logs into their application, it checks the the serial number online for verification. They have access to these analytics that will highlight the fact that I hadn't used there software since the last debit of my account 12 months previous.

  6- It is an annual subscription therefore new contract. Based on the fact that I have cancelled that new contract. at the time  of funds been debited form my account. Technically they should not be holding onto customers funds who no longer wish to use there poor application.
  
  
  I will wrap up that these people have a very port rating (1 star) on Trust Pilot with customers complaining of the same issues i'm facing. Indeed if this were a thriving, legitimate company they would not be refusing to refund their customers when they no longer require their services.  it highlights why they use long-page advertising and affiliate tactics to try and sell their application.
  
  These scammers need to be exposed and I personaly will not stop until I get a refund and expose these people for the scammers they are. I will be commencing legal action form beginbing of december to recoup costs and hopefully there will be one less company out there ripping off people in this time of financial hardship for so many...
  
  

   

  
  
  
  Regards,
  
  *******************

  Business Response

  Date: 12/29/2022

  I am attaching screenshots of PayPal. Kindly note that the subscriptions are charged by PayPal and they noted the date and time. His PayPal email address is different **************************** ********************** Also, our sales page, checkout page and even PayPal notifies the users that this will be a yearly susbcription and he will be charged every year. Sometime, due to low balance, PayPal may not be able to charge on the same date but then they try to deduct the money then next date and so on. Hence, the last year date may be changed but that doesn't mean his actual subscription date will get changed.