BBB, Chicago BBB of Chicago & Northern Illinois Cleverbridge Inc RipOff, BBB Protects Internet, Illinois

Regarding a UniBlue.com product purchased/refunded, BBB, Chicago admitted that Cleverbridge Inc., third party processer facilitated the transaction.  BBB did admist that UniBlue had the authority to deal with the refund and chose not too, sending it to Cleverbridge serveral weeks later.  At that point, Cleverbridge claims they knew little to nothing about the situation and then since my transaction was done by "Gift Card", knew little about that too!  Please note, UniBlue.com web site does not record Gift Card payment or refund procedures for any company.  At this point Cleverbridge contacted VanillaMasterCard, found out company policy and instructed me to follow it.  Little did I know, by doing so would render myself responsible for all fees initiated by the company.  BBB, Chicago agreed with Cleverbridge's misinformation and believes the company acted appropriately.  The point of my complaint....although it cost me only $10 dollars...is to inform all UniBlue.com customers of Cleverbridges deceptive customer service techniques.  Be very careful...watch how you pay for your purchase....check out other internet sites first...you might find a better provider.

As for BBB, Chicago...Not to suprized....Cleverbridge Inc., does pay a membership fee...so a consumer may not expect a fair or as Ms de Courtenay would like you to believe "neutral investigation.  Although requested, BBB would not provide me with a copy of the investigative report!

R.Grant

Below is a copy of BBB, Chicago email response from M. de Courtenay, Director of Operations

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Dear Mr. Grant:
 
Thank you for contacting the BBB regarding your complaint against Cleverbridge, Inc. We appreciate the opportunity to respond to your concerns.
 
As you may not be aware, the BBBs value to the business community is based on our neutrality. The purpose of the BBB system is not to act as an advocate for businesses or customers, but to act as a mutually trusted intermediary to resolve disputes, to open communication, and to provide information on ethical business practices. The BBB is neutral and therefore does not take sides in a dispute. The BBB works to promote an ethical marketplace and tries to seek a mutually satisfactory resolution in disputes between businesses and customers. Businesses and customers both have rights and responsibilities in the marketplace.
 
In your e-mail you asked how Nita Virghes arrived at her decision to close your complaint as administratively resolved. When a BBB receives a complaint, we present the complaint to the business and request its assistance in resolving the dispute with the customer. We give the business an opportunity to present their side of the story and address a consumers allegations. The complaint handler reviews all the information submitted by both parties and bases their decision on the information in accordance with national policies and guidelines.
 
In reviewing your complaint file, we noted Cleverbridge alleges they facilitate online payment processing transaction for Uniblue Systems, where you purchased the software from. However as an online payment processor, they allegedly do not provide any support or technical assistance for Uniblue Systems software. Further, Cleverbridge alleges because Uniblue has the ability to process refunds on their own, Cleverbridge was not made aware that the refund was issued to a gift card until the second e-mail correspondence with you on April 22, 2011. Cleverbridge also alleges they had no prior knowledge of these terms and conditions or standard fees until they extended their efforts to assist you by contacting Vanilla MasterCard to attempt to resolve this issue. We have noted that Cleverbridge has included references to their companys Privacy Policy Payment Procedures as well as the Cardholder Agreement found on the Vanilla MasterCard website in responding to your allegations. Additionally Cleverbridge alleges, By using the prepaid gift card, according to the terms set by Vanilla MasterCard, Mr. Grant agreed to present both his receipt and the gift card for all returns and/or exchanges and also rendered himself responsible for all transactions initiated and fees incurred by use of his gift card.
 
Based on our review of all the information submitted by you and the company therefore, we have determined the case was processed appropriately as it appears the business made a reasonable effort to resolve the dispute by issuing a full refund to you, which you stated is your desired resolution.
 
While we are unable to assist you further regarding your complaint, we thank you for giving us an opportunity to be of service to you.
 
Thank you.
 
Maria de Courtenay | Director of Operations
 
Tel: 312-245-2647 
Fax: 312-832-9985
Email: mdecourtenay@chicago.bbb.org
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