Complaints

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• Initial Complaint

  Date:07/29/2023

  Type:Order 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 signed a physical contract with the networking group, Ignite U, on March 29, ***************************************** the amount of $59. The contract stated that I am agreeing to a 12 month commitment and should I terminate before 12 months I am to pay the full amount. It also states that I am to be charged a recurring monthly payment of $59 on the date of the start of the contract (29th of every month). On the following month, April 29th, I was charged $59 and then on May 2nd my account was charged once again for $59. I contacted my bank, to stop payment on future attempts because I did not want to be charged again on May 29th which is the date agreed upon in the contract that I should be charged. Ignite U attempted to take that charge again on May 29th and was denied access to do so. They tried again on June 17th, again before the agreed upon date of payment, and access was denied once again. On June 29th they took payment from my account of $59. On July 3rd, $59 was taken from my account, again on July 17th and again on July 29th. Their records show that I have paid June as well as July, however they do not reflect the payment that was taken from my account on May 2nd, July 3rd, nor July 29th and I have proof of all of these records. Based on the charges and attempted charges, Ignite U is charging a 3 time recurring monthly charge which is a breach of contract and fraud. In total, I have already paid $413 and their payment system show that I have only paid $236. I would like my money refunded for the overage of charges, as well as cancellation of my contract without any responsibility for any remaining balance on a contract that has been breached.

  Business Response

  Date: 08/10/2023

  I have discussed this account at great length with ***********, but unfortunately she has been unable to understand the processing and more importantly processing times on her account. It is unfortunate she felt it necessary to file this complaint. As she stated, on March 29, 2023 she entered into a contract with our company for a membership account. She signed the contract and she also initialed each one of our terms and conditions of this contract. In these terms it specifically states she is entering into a 1 year commitment for her membership. It also states that if she is to terminate the agreement early, that is her right to do so, however, the balance on the account (the amount still remaining to fulfil her 1 year agreement) plus any discounts given at time of entering into the contract, would be due within 15 days of cancellation notification. It also states that in the event her monthly payments do not process, there is a $40 fee associated with that payment. 

  Once the contract is signed, we enter the information into a processing system. The payments are set up on an autodraft. **************** contract date is on the 29th of each month. I have attached a copy of her account that shows the accounting history. Her payments processed on March 29th and April 29th. Beginning in *** is when the issue started. Her payment for *** was declined by the bank, as you can see on the attachment. The charge was put through again on June 7th and still declined. So *** became deliquent. June 29th the account auto drafted and was successful, however, it was back paying for ***'s payment still leaving ****'s payment due. July 17th, the account was processed and successful which made **************** account current. July 29th the account auto drafted for the month and was successful. At this time, our system shows we have collected $295 from ************ on her $708 initial contracted amount. However, according to ************, she has submitted chargebacks to her bank, to which we have not yet received. So this amount may not be accurate.

  On July 29th, ************ reached out to us via ******** messenger and I spent about 90 minutes trying to have a conversation with her to explain her account. I offered to call and discuss, which she declined. Our system auto drafts on the 29th of every month. How that shows up on her side, I do not know. That would be between here and her bank on their guidelines for processing these payments. She feels that we have overcharged her, however, that is just not true. In fact, she still owes our company. In her complaint, ************ states breach of contract and fraud, none of which is accurate. We have processed her account per her contract. There were also deliquent fees that could have been charged, starting back in ***, that were not, as a courtesy.

  In closing, per my conversation with ************ on July 29th, her account has been cancelled. She has 15 days to pay the balance of the account. Should she not do that, unfortunately, her account will be sent to a third party in attempt to collect a debt.

   

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20395065
  
  I am rejecting this response because:

  I discussed my discontent with how ************** handled the payment process. ************** needed to understand how her payment process was not automatic. I understood that I committed to Ignite-U for a year, which began on March 29, 2023, and that I would be billed a monthly fee of $59. However, I need help understanding how an automatic payment that is supposed to be processed only once a month on the 29th is processed multiple times despite a successful settlement on the 29th.
  
  What ************** fails to understand is the charges made to my account:
  
  March 29: Payment Processed
  April 29: Payment Processed
  *** 2: Payment Processed (at this time, I contacted my bank to stop further payments to Ignite-U since now I have paid for ***)
  *** 29: Payment Declined (payment was denied because I stopped payment after they processed a payment for *** 2)
  June 17: Payment Declined (payment was declined because I stopped payment after they processed a payment for *** 2)
  June 29: Payment Processed (at this time, I allowed payments to resume since I paid for ***)
  July 3: Payment Processed
  July 19: Payment Processed
  July 29: Payment Processed (now a chargeback)
  August 1: Payment Processed (now a chargeback)
  
  I also understand that when a payment is pending, it may take a day or two to post to my account. However, I received multiple pending charges beyond my monthly recurring payment outside of my payment date. ************** claims the multiple charges are due to declined and/ or missed payments. The records provided by ************** herself show that they were indeed paid for those months. It also doesnt display all the charges that were, in fact, taken from my account. During my ******** message with ****************, she mentioned that some people had the same question as I did. Obviously, there are others with the same issue.
  
  The $40 fee that ************** is for any payment not processed or declined. However, I made my monthly payments on time and before the 29th of the month. If those so-called declined payments were not issued a late fee, when it states in the contract that one should be issued, its a further confirmation that there was no late or declined payment.
  
  I canceled my membership on July 29, and ************** said she would honor my request. However, I still received another charge on August 1, in which I initiated a chargeback.
  
  This is a faulty business practice and a breach of contract, which I am under no legal obligation to honor under **************** law. Ignite-** payment processing seems flawed, or they are committing fraud. In closing, I will pursue legal action if ************** decides to send the amount to a collection agency.
  
  Sincerely,
  
  ****************

  Business Response

  Date: 08/30/2023

  This account has been handled no differently than any of our other contracts. The final bill was sent to *********** as per her contract terms and conditions for cancellation. The final payment has not been paid and the account has been uploaded to a third party company to pursue collections activities. Again it is unfortunate that *********** feels wronged, however, we have done nothing wrong. I am not responsible for how her bank processes the timing of her payments. I can only show based on how our system has charged the account per her contract. At this point, she will need to take the account up with our collections company.