Savings Ace Membership / Unannounced Charges
On Nov.3, 2010 I signed up for a Free Trial membership with Savings Ace because they promised a $20 rebate check for the airfare. This was the second time I've been offered and accepted this trial membership and BOTH times I never received any confirmation about the free trial and never recieved any information about the billing, cancellation, how to use the service etc. The first time I had to call to have the send me an email to activate the membership benefits.
This second time, I did not receive any correspondence from the company, and did not activate any membership and assumed that it did not go through. On Dec. 3 I received a charge of $19.95 to the credit card I paid my airfare with. Again, I had no correspondence from the company, and did not receive the $20 check I was guaranteed.
On Dec. 9, 2010 I called Savings Ace and talked to Patricia who looked up my account under my email address: firstname.lastname@example.org. I explained my frustration and requested a refund for the amount since I was never informed that the membership was activated, accepted, and never given the opportunity to use the service. She said she would cancel the account, but could not refund the amount. I spoke with her supervisor (do not have his name) and repeated my frustration and told him that I never received any correspondence.
The supervisor informed me that I was sent an email to email@example.com - NOT the account I signed up with - on Nov. 3, 2010. I checked my email account, and no such email exists. He explained to me that this did not matter since the email is "Just a courtesy" any way. How is this a courtesy if the first time I had to ACTIVATE the account via email?
The supervisor refused to refund the payment, but agreed to cancel the membership. I demanded the $20 check I was promised and he stated this would be in the mail in 7 to 10 days.
I should not have given them a second chance to provide better service and admit that the free $20 is what enticed me. In both cases, I had to call them to even receive this check. My biggest frustration is that there is no communication from the company to the customer regarding their benefits, cancellation policy, confirmation, etc; the story changed about the purpose of this "confirmation/courtesy email" from the first time I purchased this to the 2nd time I purchased this; and that the company refused to refund any money even when they failed to make contact with the customer.
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