The complaint has been investigated and
resolved to the customer's satisfactionResolved ASF International — giving false billing information
resolved to the customer's satisfaction
After many calls and attempts on my part to make the cancellation process as complicit to the unstated and uncontracted "policies" of ASF International, I have received yet more misleading information. I was told in a phone conversation with customer service manager Danielle on Friday April 24th that I would receive an email documenting that my account has been closed and that I will not be charged for the month of May when my final payment has been processed. I was told that upon the payment being posted, I would be sent an email - I was assured that this note was in the "system" and would be carried out at the time of payment. Well, my payment has come out of my checking account and I've not received an email. Perhaps if this was the only time I was given faulty information I would not be concerned, but this is, in fact, the third time I've been given costly and misleading information regarding the closure of my account. I have done everything I have been instructed to do by ASF to close my account, I have paid unfair and uncontracted payments in an effort to simply resolve any issues. None of this has mitigated the continued charging (and even double charging) of my account, nor has it facilitated the prompt closure of my account. It is now my strong assumption that my account will be charged for the upcoming month of May, even though I have done every single thing I have been told to cancel my account.
I was told that my account was completely paid and closed by Elmer on April 21st after I paid what I was told was the full and outstanding balance due on my account. And I received notice the following day that, in fact, my account owed still more money. Part of the further outstanding balance was a double charge for the month of February. The customer service representatives confirmed on multiple occasions that my account was genuinely being charged twice for February. Two monthly payments due for one month - this was admitted openly by ASF International representatives. How double billing could possibly be considered fair or according to contract is an issue that I strongly dispute. Nothing on my contract stipulated an alteration of billing cycle upon the roll over renewal terms. I wanted to dispute this charge, and I pursued disputation of the charge the very day I was made aware of the issue. Once again: the very day I was alerted to the issue. Upon speaking with Danielle after being told that only a manager could help me, and after placing 10 calls seeking such assistance, I was told on Friday April 24th (the first opportunity I was given to speak with a manager) that investigation of such a claim would take 10 days. Thus, 10 days later my account would be considered open for the month of May and I would have to pay for May as well. So I was left with the choice of paying an unjust, and double charged, month's fee and the current month's fee to close the account, or to dispute and (at best) pay two month's fees (April and May). As the dollar amount was the same I chose to simply pay the unjust and double charged month's fee - once again, to promptly resolve any issues and eliminate any further charges. I could have understood how this could be chalked up to a simple scheduling difficulty that was not in my favor - as Danielle said it was - but, the fact that I pursued all claims, all issues, and all payments within hours of being notified makes that completely unreasonable. Every email notice I received and every phone call I received was responded to within hours of receipt. How could it be a scheduling misfortune if I was never even given the chance to challenge the payment on the very day I was told of the payment?
I consider all these practices to be seriously concerning, and it has cost the gym (your client) a customer. You have hurt your client by misrepresenting your own billing practices. I cannot be a member of a gym that uses a billing agency that cannot be trusted. After I followed all steps of the contract to close my account in a timely manner, and even after I have followed steps not outlined in the contract, but (dubiously) reported to me by your representatives, I still have no confidence in the closure of my account.
I will be reporting this exceedingly poor service to the gym I belonged to and that uses your services, and I will also be reporting a claim to the Better Business Bureau. As I have no confidence in pursuing even the meagerest means of resolution through your "customer service", these are the only options left to me. Your company has be untractable and has demonstrated no desire to work with me even on the simplest requests.
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