[Resolved] Vitalchek — fraud
I ordered several birth and death certificates via vitalchek with a credit card, with the understanding that and estimated processing time was 7 - 10 days. I had to pay extra for this service. I could have made a mail in request for the wait time of 6 - 8 weeks. I ordered on 9 / 8 / 09 and my card was charged promptly. My order had "been sent for processing on 9 / 9 / 09". A reltaive of mine also made a request the same day, hers was honored in a timely manner. On 10 / 12 / 09 with no certificates in sight, i called an 800 number from my email confirmation (Good luck finding contact info on the website) . I was told they could submit a request that would take an additional 3 - 5 days to get a response. I asked to speak to someone else. The next person told me that their was no way they could contact the state by phone and that i would have to wait the 3 - 5 days. She also told me that they were the customer service for the state but still could not make contact via telephone. Hmmmm. . . So i asked to speak to a supervisor. I told them we should resolve the issue today or get my money back. They told me they would look into it (After 30 mintues of trying to talk circles around me) . None of them seemed able to count the days on the calendar and were completely lost when it came to customer service. When i did finally get a return call, they informed that it is taking longer because it is a genealogy search. (Mind you the same kind of search my relative did) . When i informed them of this little hiccup, they went back to saying their only service is to send the request in, nothing more. They feel they went above and beyond with their service by simply answering the phone and refusing to give me a time frame. They were very quick to point out that 7 - 10 days is simply an estimate and is in no way a guarantee of any kind. I asked to speak to the supervisior of shakora who refused this request, stating simply that it is not possible. I asked for an address and was simply told we don't have a location. When i asked if she was floating in space she seemed offended. Each person i spoke with offered a new excuse as to why my order had not been filled. They were all very quick to note that their only service is to send the request. They refuse to refund the money and actually made me quite testy in the process. I firmly believe i have been scammed out of my money at this point and will until the matter is resovled. Shakora could not offer any dates as to when this matter might be resolved but simply asked that i trust her, when i have been lied to by this company at least 4 times, 3 of those today. I strongly recommend against using this company as they can not hold true to estimates thier own website. I also recommeded they change their "estimates" to a time frame more fitting.
Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.
VitalChek Network Customer Care's Response, Jul 14, 2009
Customers who experience issues with faxing documents for approval can upload scans of their documents to ensure a clear and legible copy is received. Please visit our web site FAQ linked below for how to submit the scanned files.
VitalChek Network Customer Care's Response, Nov 04, 2010
Dear VitalChek Customer,
Please contact me directly at [protected] Ext: 6879 to resolve the issues you have been experiencing with our website and the cancellation of your order. I can be reached between 8am to 3pm CST Mon-Fri.
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