SUBMIT A COMPLAINT / trial membership and customer service

Youngstown, OH, United States

I too fell under the belief that the trial membership was free. However when I was setting my profile up they offered me a $4.95 weekly charge for their best plan. Like a fool I gave them my credit card and the next screen that popped up showed me I was now on a 6 month plan for 111.76. I tried to find a phone number but to no avail. So I went under my account in OurTime and selected to Account Status. I then chose to contact customer service but the emails kept telling me to go back to the website to handle this. Well that was not going to work for me. I decided to continue to reply to that same automated email form them about 10 times. I called my bank the next morning and disputed the charges. I also went in to the bank to cancel my debit card and complete another form(its not a big deal). The bank told me the company had 10 days to respond to the dispute the charges and if not they would deposit the money back into my account. To my surprise I received a email(2 days after they took the money) telling me they would refund me the money. Now lets hope they do that. I hope this helps anyone else that is looking to get their money back. Also even if its a slight inconvenience to avoid possible future charges, cancel the debit card as well as your OurTime profile. I hope this helps. Here is a copy of the replay from them: Good morning! Thank you for your email today. I am sorry if our Rapid Reply did not assist you. I will be happy to help you with your concern over what you were charged. I apologize if our membership pricing was confusing in any way. On the upgrade page is will show you what you end up paying weekly in a breakdown. However, you are not actually charged weekly. Our monthly special is only applicable when all six months are paid in full. This is stated on our Upgrade page. Otherwise, our monthly rate is higher. Also, each new order is charged our $3.99 processing fee. I have reviewed your account and show you are eligible for a one-time courtesy refund. A refund of $111.75 has been transmitted to your financial institution. It may take your financial institution up to 72 hours to release the funds back to you. For questions when the funds will be available, you would need to contact your financial institution. Since this refund has been processed, your account is now a free account. You may still login to the site as a free member, but you will no longer have access to the paid features such as messaging or Chat. All of us at pride ourselves in providing excellent service and we will continue to make every effort towards achieving that goal. If further assistance is required, please do not hesitate to reply. Enjoy your day! Warm Regards, Karmen Customer Support Specialist Customer By CSS Email

Dec 22, 2015

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