Complaints

This profile includes complaints for Songsecure LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Songsecure LLC

  7600 Burnet Rd Ste 300 Austin, TX 78757

• 

  Songsecure LLC

  11501 Alterra Pkwy Ste 450 Austin, TX 78758-3502

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:10/14/2024

  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.

  I just need to make sure my account gets cancelled I am unable to afford the subscription right now and I need my account cancelled before the trail is up on the 19

  Business Response

  Date: 10/14/2024

  Hello *****,
  
  We want to reassure you that your cancellation request was processed promptly and you will NOT be charged.
  
  Your account was successfully canceled within 15 hours of your request, even though it was a weekend, and well within the 7-day trial period. If you have any additional questions or concerns, please feel free to reach out to our customer support team at *********************************** and we will be happy to assist further.
  
  Sincerely,

  Matt
  **************************
  

• Initial Complaint

  Date:03/22/2024

  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 was chared $134.59 on my **** card on march 19 2024, i had cancelled this service and was still charged again and i have only used this service once i requested that SomgSecure refunds me for $134.59 and make sure my account is cancelled since i will not be using this service. Thanks

  Business Response

  Date: 03/22/2024

  Hello *****,
  
  You emailed support 4 times between 10:20 - 10:36 PM requesting a refund...
  
  We refunded your purchase and responded at 12:28 AM (less than 2 hours later).
  
  That seems like pretty quick response late at night to me... so I am unsure why you created this BBB dispute?
  
  Let's also not forget you used our services before requesting a refund...
  
  I have attached screenshots of your usage and refund.
  
  I hope that helps :)
  
  Cheers,
  
  Matt
  SongSecure.com

  Customer Answer

  Date: 03/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not fully satisfactory to me. I wish i could be refunded for march 2023 or you just charged for one somg since that all i used your services for on the other hand,
  I just want to say thanks for your quick response and to clarify that i didn't use your service before asking for a refund i actually only used your service once in the year i was charged for and yes now that yall charged me again i will obviously ask for a refund and a cancellation since i will not be using this service, I basically paid $134 for a whole year and only used it once here is the screenshot showing how many times i used the service and shows the date of March 2023 exactly 1 year ago. Atleast i am being reasonable and just asking for a refund for the renewal that i was not even aware or notified of being charged, instead of asking for the march2023 since i only used this service once so my $134 is still in the garbage, i should have just done a monthly payment so i could have saved money and as I mentioned I tried to cancel the service and i was still charged.
  Regards,
  
  ***********************

  Customer Answer

  Date: 03/26/2024

  Complaint: 21470005
  
  I am rejecting this response because:

  
  Hi i was refunded short i was supposed to be refunded ****** instead it showing 127.23
  
  Also i had only used the service for one somg and that should be a $35 charge and i ended up paying for the whole year while i tried to cancel it and then i was charged again for ****** on Tuesday march 19 ************************************************** $35 for the song that i used there service for and refund me the remaining, heres a screenshot.
  
  Regards,
  
  ***********************

  Business Response

  Date: 03/26/2024

  Hello *****,
  
  As we explained through email... Your SongSecure plan was $97 USD per year...  So you were charged $97 USD, and then refunded EXACTLY $97 USD.  You were NOT refunded short by us.
  
  As we discussed your credit card is from ******?  This meanse $97 USD was charged to your card and thecredit card company (not us) converted it to CAD, then you were refunded $97 USD and they converted it to CAD again, but apparently the rate different causing the amount (in ******** funds) to be slightly different.
  
  This was done by your credit card company (we have no control over that) so you could call your credit card company to complain about the difference in conversion.
  
  I hope that helps :)
  
  Cheers,
  
  ***
  SongSecure.com

  Customer Answer

  Date: 03/26/2024

  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:12/08/2023

  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.

  This company keeps charging my credit card $97.00 and within the year or so, this is like the 3rd or 4th time this company done this to me and I keep having to report fraudulent to my bank account/credit card company that these charges from this company songsecure.com are not made by me.

  Business Response

  Date: 12/20/2023

  This is a peculiar complaint. We do not have any account associated with the name and email address provided by this customer. Consequently, we are unable to conduct an investigation to locate the account.
  We have exchanged several emails with this individual, inquiring about details such as the date of the charge, to aid in our investigation. However, they have declined to provide any information beyond asserting that the transaction was not initiated by them.

  Lacking these essential details, it is impossible for us to identify the charge and determine whether it is indeed linked to their account or if someone else, such as a spouse or child, created an account using their credit card.

  *********, if you come across this message, we kindly request that you contact us at *********************************** This will enable us to promptly address and resolve this issue on your behalf.

• Initial Complaint

  Date:09/18/2023

  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 need to update my email information I dont have access to my songsecure account

  Business Response

  Date: 09/18/2023

  Hello *******,
  
  You emailed support asking about this issue on Sept 13 and Sept 16th...  Both emails were responded to within hours...  Did you not get these email responses?  Please check your spam folder.
  
  I have emailed you a 3rd time today (Sept 18th) at **********************
  
  If you have more questions please email us at ******************** or ********************************
  
  Thank you
  
  ****
  

• Initial Complaint

  Date:01/25/2023

  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.

  Unbelievable how bad ther site is built. The system doesn't work. When I registered it took me two days to get access. The two passwords they sent me didn't work. I was only able to log in 2 times using the second password, update to a password I use every day, and IT DOESN'T WORK ANYMORE. UNBELIEVABLE. POOR QUALITY SERVICE. WASTED MY MONEY. PATHETIC

  Business Response

  Date: 02/04/2023

  Our server logs show that ***** successfully logged into our website several times, and even registered a song through our website.  ***** then changed his password and had trouble getting back in.  We reset the password for Andre * times and he still had issue... We believe he was not entering the password using a capital even though we warned him that passwords were case-sensitive.
  
  We have had over ****** people use H***4*4*9*0*7*8*8*0*8H and no-one has ever complained about login issues like ***** did...

  We immediately refunded ***** his purchase price even though he was able to use our website for 7 days, and register a song for free.
  

• Initial Complaint

  Date:01/24/2023

  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 paid $104.00 USD and suddenly I cannot use or access my product !SongSecure Unlimited!$97.00 USD1$97.00 USD 2$7.00 USD1$7.00 USD Subtotal$104.00 USD Total$104.00 USD Payment$104.00 USD Charge will appear on your credit card statement as "PAYPAL *SONGSECUREL"Payment sent to ********************************** Payment sent from ************************************************

  Business Response

  Date: 01/26/2023

  On Jan 17th, this customer (*************************) joined our service, and our server logs show she logged in several times on Jan 17th.
  
  On Jan 18th, this customer (*************************) logged into our member's area again and registered a song (loud mp3) at 12:51 pm.  At 2:03 pm this customer logged in again.
  
  On Jan 22nd at 5:03 pm, this customer tried logging in again... our server logs show she was mistyping her username **************************** Between 5:03 pm - 5:33 pm (within 30 minutes), ******* emailed us several times, called and left a voicemail, issued a Dispute at PayPal, and added this BBB complaint saying our services were fraudulent... All of this happened within 30 minutes of mistyping her login details and not giving us any time to respond.
  
  We promptly issued ******* a refund through PayPal a wished her the best. 
  
  On Jan 24th (2 days later), ************************* joined our service AGAIN using a different email address (*********************).
  
  ******* has logged into our service many times (on different days) and registered 4 more songs using our service...
  
  ******* has not added a comment to her PayPal dispute or to this BBB complaint stating her issues were resolved in a timely fashion and that she is now using our services successfully.
  
  *******, it was unfair for you to post these public complaints trying to tarnish our online reputation, then continue happily using our service without updating this BBB complaint, so others know that we are legit and here to help. 

• Initial Complaint

  Date:12/01/2022

  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 have signed for song secures monthly plan to and was charged $97 for the year, which I did not agree with, my card was over charged causing the bank to charge me a 15 dollar maintenance fee on top of that. Song secure does not have a customer service number to call and no response to emails I need help.

  Business Response

  Date: 12/01/2022

  Hello *******************,
  
  SongSecure offers a Monthly plan for $9.95/mo or $97/year...  We do not choose your plan for you... you select the plan you want on the order page, and you selected the $97/year plan when you signed up. 

  
  
  Yes, you emailed us at support, and we immediately responded that we could switch your plan and refund the $97.

  
  
  However, you have not responded to our email... Please note that you emailed support from the email address ******************* and not the same email address you have used here on BBB.

  
  
  Please check your email (and spam folder) at your email address ******************* and respond, and we will get everything sorted for you.

  
  
  Sincerely,

  
  
  Matt
  SongSecure.com

   

  Customer Answer

  Date: 12/02/2022

  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.
  
  Regards,
  
  ***-***********************