Thrive Learning Institute / RE: Unsurpassed customer frustraition
During the course of my traumatizing experience with my Thrive Learning Institute process, I was also sucked in to a big mess with a merchant business account to be able to accept credit cards for orders online. I was contacted by a person with Thrive (or so that’s what I thought). She went on to talk about a merchant account (online credit card possessing) and that I should sign up to begin accepting credit cards for online orders. She told me they would wave the setup fee for a limited time and that the offer would not last long (more tricks of the trade).I signed up on 3/11/09 thinking that I could still get a website going and salvage this program. A 35$ per month charge was to be in effect after activation of my account (so I was told). To my delight, Kayla, asked if I needed an appointment with their web builder. I agreed and she informed me that they were busy right now and that the soonest available appointment would be 3/30/08(almost three weeks). I agreed, even though I was frustrated at having to wait so long. I tried to continue my progress and anxiously waited for the web builder’s call. On the 3/30, after waiting all day, I received no phone call. This was the last thing I was willing to stand. After trying to make a go of this so called system (again and again) and working to pay off my upward spiraling debt, I realized, it would be impossible to complete this business. In late May 09, I realized on my bank statements that this company has charged their $35 fee for the last two months even without activation. I called customer service and (without asking for the two months totaling $70) I asked to please cancel the account and they informed me there is a $250 cancellation fee (which was never discussed or mentioned before I signed the contract). I never used this account and in fact never even activated it. After the initial shock of this and expressing this verbally, He told me the fee is negotiable. After a brief break from our conversation so he could talk to his manager, he returned to the phone and informed me they would be willing to go down to $150. I told him I would call him back and hung up disgusted. They have, as of July 1 charged me for June as well. I called to cancel the account on July, 9, 2009 and refused to pay a cancellation fee. I called my bank to place these charges in dispute and ask for a charge back to my account. My bank informed me they can only do a charge back for no longer than 60 days. I could only get the month of June and May placed back on my account. I was willing to leave it at that and chalk this up to a business loss. On July 29, 2009, I received a letter from the merchant account collection dept. stating that I owe a balance of $120 due by 7/31/09 or face further collection action. In addition, a report of the past due amount will be reported to credit bureaus. I disputed the charge asking them to wave the amount due and refund what I was charged for in total from them. I sent them a brief explanation of my negative experience with Thrive along with my complaint and a copy of the State of Illinois cease and desist order against Online Data Institute/Thrive Learning Institute. I faxed all this info yesterday at 2:15pm. I received a call from the collections department rep. around 3:15pm telling me they received the info; they will look it over and call me back tomorrow.
They spoke and listened to me as an equal. They were punctual about their actions. They took the time to look over and understand my problem. The next day (just as they said) at 9:45am they informed me that not only were they waving the amount due, but they are going to refund my money in full. Now That’s Customer Service!!! Are you listening Thrive… That’s how you attain unsurpassed customer satisfaction!!!
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