
Isiah of Wendell, NC on Feb. 10, 2010
I had called to see how an ad in a newspaper/magazine that sounded very interesting. Being a secret shopper was interesting to me, as a woman that loves shopping. So I called and what I can say I agreed to was an application fee of $3.95 and a 7 day free trial to build up my website. I was told that I could call customer service if I wasn't satisfied. So that same afternoon, I went to ShoppersSelect.com to see what I was suppose to do.
When I went online and I didn't get the hang, the website alone and I didn't open the website that had a 7 day free trial. So obviously it wasn't for me because opening and setting up the website was too complicated for me. So I didn't bother setting anything up. So I knew I had 7 days to cancel my account of the website so I wouldn't be charge (my husband's card). We both called to cancel the account which was $39.95 but both the first and the one that helped us cancel the account failed to let us know that there was another account opened with my name and being charged on my husband's card.
Called to speak to a representative, Ben ** approximate time spoken to was at 12:05 pm Tuesday, February 9, 2010. Duration of the conversation was about 10 minutes. Ben had explained that he could not refund the my money due to my wife had already canceled the account with their company.
When my wife agreed with the terms and conditions, she understood that she agreed with one program which was the website services from shoppers select. Ben then transferred me to Logan **, who is the supervisor. He explained the same thing that Ben explained to me. I kept trying to talk with him where he continuously talked across me. He asked me if I wanted to listen to the recording that my wife had processed the account with a woman representative. On the recording, Jasmine had understood that it was only one program that was being process for the account with this company and she had a 7 day free trial to see if it was for her. My wife didn't think if was for her so she decided to cancel it before my card was charge any more after the application fee.
So when my wife agreed to the terms and conditions, she only had to agree once for two programs, and was told that it could be canceled with a simple call to customer services. Which she did so, in our minds we had nothing to worry about and we had nothing else to do with the company of any sort. Logan kept getting confused with me being Jasmine. He referred me as she as in Jasmine the name who has the account. When I told him that it was my card and that I am Isiah husband of Jasmine, he refused to talk with me further more saying that he cannot talk with me because it is not my name on the account.
In their heads, it is okay for her to use my card with my name on it, but not okay to speak to a representative referring to this particular account because my name is not on the account. Logan then hung up on me. I then went to my bank to consult them all of what was going on. The conversation between Logan and I lasted approximately 20 minutes. I later went home were I called the company again. I spoke with Justice A., who is also an supervisor immediately put me on hold to read the notes of the account. Before I told him the reason for my calling, he was quick to tell me that he know that I spoken with Logan already and that he is going to tell me the same thing that I cannot get a refund.
After a few more minutes of complaining, he also put me hold. Logan then was back on the phone talking to me again. He pick back up from where he left off saying that they could not give me a refund. I questioned him on why he hung up on me and his answer was he did not hang up your wife hung up on me. Going back and fourth again for approximately an hour, where he mentioned that he will send a request form to the Financial office. I agreed that he could do so. I asked him reputably does he know exactly how much I wanted to be refunded for. He explain constantly that he will send the forms and it in the department hands. I explained to him that I want to be refunded $49.95 times 4 month's which was $199.80. I had the sense that he was not listening to me so I asked him if he would repeat what I requested.
Again he would say that he will send the request for a refund to the Financial Department. After arguing for approximately 15 more minutes, he kept pleating that he had to go so he could attend to more customers. After telling him that we have not resolve the situation, he took it upon himself to put me on hold permanently. After waiting 20 minutes, I gave the phone to my wife to wait on hold, she waited on hold, while I called the number off my cell phone. My cell phone number was block at that moment so that I could not get through to them.
I called off my house number were I then spoke to Justice A. he was being more cooperative with me. I told him the situation and I asked him does it show anything on my account that a request was sent to the Financial Department. He told me that it states that a request was waiting to be sent and that he can send it for me. I then asked him does it show the charges. He said that I was charged $49.95 for the months of November, December, January and February.
I asked him is that total equivalent to $199.80 and he said yes that exactly right. Also stated that I want that to be apart of the request to refund all of my money. He said that he will send it that they will call be back before 6 o'clock. It was 5:15 when I got off the phone with him. I waited till 5:50 before I decided to call back to check up on how come they have not call me yet. They were close at 6 but I was assured that they will call be back today. 2-9-08 I called back and Alex pick up the phone once again, I told him that I have not received a phone call yet. He then put me on hold and then came back to tell me that they are all busy but even after closing someone will contact me back. I said okay and we they hung up.
Approximately 6:40 ,a lady named Jake ** contacted me asking to speak to Jasmine. She told Jasmine that she was allowed to refund only one month. Jasmine was aggravated with the whole situation. She passed off the phone to me. The lady then explained what she told Jasmine and I told her that it was unacceptable and that I want all of my $199.80. After continuing to plea my case, she then put me on hold to speak to her manager. Jake returned to the phone and respond that they could refund two months. Again I said no, I want the full amount and asked to speak to her manager since I was constantly being put on hold so that she can consult with him.
After that went on for a few minutes, I was put on hold again and finally I was able to speak to Cliff **, the Financial department manager. Richard then started to also defend the company as well and saying that two months returned is the max that he can do. Richard then started to bring up information as in why am I now waiting to call about these matters. My response was that I did not realize that it was occurring. I thought that it was automatic withdraws for billing. He continued to tell me that this matter was not the business responsibility to notify us on what was being cancel and started to use useless examples comparing them to this situation.
He then mentioned that it was the end of his shift and that I can call him back and ask for him the next day in the morning between 10 and 11 in the morning. Where as other representatives said that they were not allowed to transfer to that department. He then kept applying that I get the confirmation number to be refund two month at the value of $99.90 and that I will receive it in 3-5 business days. As he was pushing me to get off the phone, I said that I will accept this confirmation number for this amount but I will be calling back the next morning, to get in contact with him about the remaining $99.99 of my refund. Richard then put me back on the phone with Jake to take down the confirmation number.
I then explained to her that I will be calling back tomorrow morning at the time he mentioned. The consequences that resulted in this was arguing between my wife and I. Overdraft to my account. A tremendous amount of stress caused to the both of us. A lack of trust in various companies. A fee from my credit card company for being late on a payment, did not have the money to pay it. Mentally worn out putting up so much fight even though the problems not resolved. Sore throat and a major headache.