Many years ago, when I first got my Internet connection I signed up
I cancelled my subscription in September and then in February of the following year I changed my bank account information..... So imagine my surprise when I received a bill from NetZero statting that I owed them money for Internet service that I was not receiving.
I immediately called NetZero...they were very nice, and they agreed that they had been billing me even though their records showed that I was no longer a customer! Of course, the young woman apologized and told me that I was due a refund of $49 and assured me that I'd be receiving it immediately.
Well, two months later, I had still not received my money but instead received a letter stating that I was being sent to collection for $33! So once again I called NetZero and explained the situation. Once again they agreed that they were in the wrong and that they owed me money and that I would be receiving a refund.
The refund NEVER came and I just gave up..... Which brings me to my current problem with:
Ayup...
Are you surprised? I am, and I am very unhappy.....because I originally signed up for a one-year paid membership to Classmates because I wanted to contact a friend that I had lost touch with...and she was on Classmates, but they refused to give me her contact information unless I paid them for a One Year Subscription. No problem, right? Wrong, very wrong.
Today, I opened a Visa bill and there was a charge for $39 from Classmates. Now I Know for a Fact, that the charge is incorrect... I Know for a Fact, I only registered for a One Time charge..... So, I went into my Classmates account and imagine my surprise to find out that they have me signed up for "Automatic Renewals".
I am rather peeved about this...so I wrote them and told them to cancel my paid membership and I filed a complaint about how they do business. I receive many many e-mails from Classmates in regards to: who viewed my profile, who signed my guestbook, who wants to contact me, reminders that it's time to update my profile, etc. But I have NEVER Once received any type of notice that my subscription was up for "renewal" and that I had an option to opt-out or be charged for another year of service. A service that I have not used for 2 years!
I'm not a happy camper..... So all of you out there, just beware of United Online and their subsidiaries, because not only will they not stop charging you for services even though you have cancelled your account with them, they will very sneakily put your account on an "Automatic Renewal" system and NEVER let you know when your next bill is due or even give you the option to cancel or change your billing options!
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Thank you for contacting Classmates. I can understand your frustration and will do my best to address your concerns.
ReplyDeleteYour 12 Month Gold membership was automatically renewed on the following date(s): Oct 14, 2008, Nov 16, 2009 and Nov 16, 2010.
Because members are informed that their credit card will be charged on their renewal date during the initial payment process, we do not send an additional reminder. Many members prefer to reduce the paperwork and email that they must deal with on a regular basis. **YOUR ACTION REQUIRED--PLEASE FOLLOW THE STEPS BELOW TO AVOID FURTHER BILLING**
We're sorry to hear that you don't wish to continue as a Classmates Gold member. While purchasing your Gold membership, you were provided with information just above the "Submit Payment" button explaining that all memberships are enrolled in our automatic renewal program. This automated billing process prevents any interruption in your Gold membership benefits. Through your acceptance of the Gold membership offer, you authorized us to continue to charge your credit card to extend your membership until you took the necessary steps to remove yourself from this program.
If you wish to discontinue your paid Gold membership after the current term, you may remove yourself from the automatic renewal program any time prior to your renewal date.
To change or confirm your renewal option, simply follow these steps:
Click Account at the top or bottom of any Classmates.com page.
Enter your password. (If you don’t remember your password, click Forgot your password? to submit a password request.)
Under Membership Information, click your Renewal Option (Automatic).
You'll arrive at a page that will ask if you want to cancel the automatic renewal option. Click YES.
Confirm that your Renewal Option is now listed as Manual.
By changing your renewal option to manual, your account will not be charged again. You'll continue to receive full Gold membership benefits until the end of the current term. At that time, your Gold membership will simply expire and revert to free status (unless you choose to manually renew). As a free member, you'll still be listed on the Classmates website and receive email notifications about your account activity.
If you have any further questions or concerns, please reply directly to this email and let us know.
Sincerely,
Classmates.com
Michelle
Member Care Department
My response to Michelle:
ReplyDeleteYour 12 Month Gold membership was automatically renewed on the following date(s): Oct 14, 2008, Nov 16, 2009 and Nov 16, 2010.
Because members are informed that their credit card will be charged on their renewal date during the initial payment process, we do not send an additional reminder. Many members prefer to reduce the paperwork and email that they must deal with on a regular basis.
Gee, Michelle what a great game you have going.... Even my car insurance company sends me a reminder that they are going to be charging my bank account for the amount two weeks before they do it, giving me an Option to opt out.
Your company's policy is a poor one......and this is the Second time I've been scammed out of money by United Online, the first time by NetZero...they still owe me $49!
Also, thank-you for not helping me with your "canned answer"....your refusal to help me obtain a refund is typical, and it might have been better had you merely ignored my request. It would also have been better not to tell me that you "understand", because it is obvious that you don't, nor do you care.
I figured how to opt-out of "Automatic Billing" on my own.....
Since you are unwilling to help me obtain a refund, I'd like the name & phone number of someone who can/will, and not your direct supervisor.
This problem is now being posted on FB & my blog. I'm also adding it to various other profiles.....
Thank-you for all of your non-help.....
Sincerely....
The next response from Nita:
ReplyDeleteThank you for your reply. I apologize if this matter has caused you any frustration.
Please be assured that your membership is no longer enrolled in the automatic renewal program and you will not be charged again. Your Gold membership will expire and revert to FREE status on Nov 16, 2011 . After your membership reverts to free status, you'll still be listed on Classmates and receive email notifications about your account activity.
We make efforts to ensure our members understand the terms of the membership they are purchasing by providing information about the automatic renewal program directly on the credit card payment page, right above the "Submit Payment" button. On the same page, it states that payment for a Gold membership is non-refundable.
The automatic renewal program and no refund policy are also explained in the Classmates Terms of Service, which you agreed to when you clicked the "Submit Payment" button to finish your membership payment.
We hope you'll take some time to explore and enjoy Classmates.com and get the most out of your Gold member benefits. We're constantly updating the site to make it more valuable to you and more fun to use.
If you have any further questions or concerns, please reply directly to this email and let us know.
Sincerely,
Classmates.com
Nita
Member Care Department
My Response to Nita:
ReplyDeletePlease, spare me your "canned" answers and false sentiments of sympathy...it doesn't work with me.
I requested the name & address of a mid-level customer service manager, and you are purposely ignoring my request.
I wish to correspond with someone who is willing to help me obtain a refund, and don't you DARE tell me that there is no one who is able to do that. I Am a Customer Service Supervisor myself and I know what that position can and can not do.
I did NOT sign up for "automatic" renewals, I'm not that Stupid! Believe me when I tell you that "classmates" really doesn't offer any significant opportunity for $39 that can not be found on any other social interactive site for free.
I especially take umbrage at the fact that your company purposely deceives its customers by NEVER reminding them that their account is up for renewal (automatic or not), nor giving them the option to opt out prior to being charged for another year's fees. What poor business practices......EVEN low end credit card companies send you an opt-out of fees/services notice prior to charging a person an annual fee.
Stop trying to make this abuse acceptable, because it is not...... I resent it
and I resent the fact that you refuse to honor my request for information regarding a higher level of customer service.
I have no intention of allowing a low level customer service rep. to deny me my rights of communication with a mid-level manager or higher. This is a matter of public record and as a Librarian I do know how to conduct a complete search on a business, their owners, managers, etc. Or, it might be easier for me to file a charge against UnitedOnline directly with my bank card as well as with a consumer fraud group.
Be aware that this correspondence is also now being blogged and posted to several interactive social websites.
I apologize that you have seen fit to waste both your time and mine with unacceptable and inappropriate responses.
Sincerely......
Nita's response to me:
ReplyDeleteThank you for your reply. I apologize if this matter has caused you any frustration.
Although Gold membership payments are non-refundable, we’re currently running a special promotion we’d like to extend to you for a full 12 month Gold membership for just $9.95.
With this offer you can continue to enjoy your Gold membership benefits at a special discounted rate, and your Gold membership will still expire at the end of the current term with no further charges.
To process the discount for you, we would credit the current amount and charge your card just $9.95.
If you are interested in taking advantage of this promotional offer, please respond to this email and we'll be happy to process your request.
Thank you in advance for your time. I look forward to your reply.
Sincerely,
Classmates.com
My final response to Nita:
ReplyDeleteThank-you:
I accept your offer to credit my account the original $39.99 and extend this coming year only for your "special rate" of $9.99.
I fully understand that at the end of the contract year, Nov. 14, 2011, I will no longer be a paid member of Classmates and I will receive no further billings to my credit card as I have opted for a manually renewable membership option only.
Thank-you again for your help.
However, in terms of Good Business Practice, I advise your company to change it's billing procedures to include an e-mail announcement to all automatic renewal members advising them that thier payment is upcoming and their credit card will be charged with an option to opt-out. After all, it's what credible businesses, like insurance companies, do. Not only is it a basic courtesy, but it will keep this type of misunderstanding from happening again.
Sincerely