• Report: #68406

Complaint Review: Ascentive LLC

  • Submitted: Mon, October 06, 2003
  • Updated: Fri, October 10, 2003

  • Reported By:Pleasant Valley Missouri
Ascentive LLC
Philadelphia, Pennsylvania U.S.A.

Ascentive LLC Unethical Billing / Renewal / Cancellation Procedures Philadelphia Pennsylvania

*UPDATE Employee: This customer was refunded

*UPDATE Employee: This customer was refunded

*UPDATE Employee: This customer was refunded

*UPDATE Employee: This customer was refunded

*Author of original report: Ascentive Rebuttle Misleading? Issue certainly NOT resolved!

*Consumer Comment: What part of "Please cancel subscription and refund money" did you not understand?

*UPDATE Employee: FOUND customer's account, was offered a FULL refund.

What's this?
What's this?
What's this?
Is this
Ripoff Report
About you?
Ripoff Report
A business' first
line of defense
on the Internet.
If your business is
willing to make a
commitment to
customer satisfaction
Click here now..

Does your business have a bad reputation?
Fix it the right way.
Corporate Advocacy Program™

SEO Reputation Management at its best!

I've been billed for a service that I don't use, and when I asked for a cancellation and refund, it was denied. I am intimidated by this company asserting their (unusually agressive) rights as shown in the terms located in their End-user License Agreement (EULA). All I want is to not be billed for what I don't use.

If I were actually using some software or service provided by Ascentive, THAT would be different. In that case, it's a no-brainer that they should be compensated. BUT, that's NOT the case. The software/service provided no benefit that I could see, so I simply stopped using it.

But that's not good enough for Ascentive. They want to keep billing. And renewing. And billing. And they require an unusually difficult process of cancelling the "membership" or "subscription" as they call it. Apparently, even though I have notified them, that's not enough. They know what I want, but, apparently I have to ask them by following a detailed procedure and provide specific information about the trial that took place over a year ago! I don't have the same credit card as a year ago, and also I don't even use the same computer!

Here's how it started: Ascentive sent me an email reminder that they were getting ready to bill me for an annual renewal for $39.95, however it was flagged as SPAM and sent to a junk folder so I didn't see it. The renewal invoice came through to my inbox.

I immediately requested that the service be cancelled, and asked for the charge to be reversed. I noted that I had not used the software or service since the original trial over a year prior. Ascentive replied telling me that their policy is not to refund after invoicing a customer, but they will make an exception and provide a partial refund of $30.00.

I told them no way -- refund it all, and if not I would ask my bank to reverse the credit card charge. Ascentive's reply was that they would turn it over to a collection agency, and that I would then be responsible for the full $39.95, and their EULA gives them the right to bill me for all costs associated with collection of this amount.

What nonsense this is! Ascentive clearly knows I don't use their service, don't want to use their service, and want to be cancelled from all memberships / subscriptions.

Clearly Ascentive's goal is centered around the almighty dollar -- over and above what the customer wants. Clearly Ascentive is shooting for the immediate gratification of collecting a one-time $39.95 fee, with no regard for whether or not the service is being used, or even if the customer doesn't want the service -- or even if the customer asks them to cancel the service.

What does Ascentive think they are accomplishing by doing this? Do they think customers will appreciate this and refer their service? Do they feel they'll be able to better cross-sell their other products and services by asserting their rights on the customer?

If I actually benefitted or consumed something from Ascentive, I'd feel like I owe them something. But I have not, and feel they should honor my request for a refund.

Joe
Kansas City, Missouri
U.S.A.

This report was posted on Ripoff Report on 10/06/2003 10:01 PM and is a permanent record located here: http://www.ripoffreport.com/r/Ascentive-LLC/Philadelphia-Pennsylvania/Ascentive-LLC-Unethical-Billing-Renewal-Cancellation-Procedures-Philadelphia-Pennsylva-68406. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

Click Here to read other Ripoff Reports on Ascentive LLC

Search for additional reports

If you would like to see more Rip-off Reports on this company/individual, search here:

Search Tips
Report & Rebuttal
Respond to this report!
What's this?
Also a victim?
What's this?
Repair Your Reputation!
What's this?
REBUTTALS & REPLIES:
0Author 7Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

This customer was refunded

AUTHOR: Martin - (U.S.A.)

This customer was refunded. Has been refunded since this matter started and was sent an email stating such.

In response to this customer stating that he must sign away his rights to a refund, on the refund form that this customer is referring to, it states nothing about a customer NOT receiving a refund. The entire purpose of the form is to provide the customer with a refund. The form states:
1) that the customer is receiving a refund
2) that the account will be immediately cancelled
3) the refund applies to subscription software and if the customer chose to add our Extended Download Service that the charge is non-refundable (this is clearly stated in the page about the Extended Download Service that the consumer is provided BEFORE they add this service to their order). This charge does not apply here because he ordered prior to this service being offered by our company.
4) If the customer chooses to dispute the charge through their credit card company and not complete the form they will be denied a refund

This matter is closed. Please have this customer contact his bank and he will see that the charge was already refunded.
Respond to this report!
What's this?

#2 UPDATE Employee

This customer was refunded

AUTHOR: Martin - (U.S.A.)

This customer was refunded. Has been refunded since this matter started and was sent an email stating such.

In response to this customer stating that he must sign away his rights to a refund, on the refund form that this customer is referring to, it states nothing about a customer NOT receiving a refund. The entire purpose of the form is to provide the customer with a refund. The form states:
1) that the customer is receiving a refund
2) that the account will be immediately cancelled
3) the refund applies to subscription software and if the customer chose to add our Extended Download Service that the charge is non-refundable (this is clearly stated in the page about the Extended Download Service that the consumer is provided BEFORE they add this service to their order). This charge does not apply here because he ordered prior to this service being offered by our company.
4) If the customer chooses to dispute the charge through their credit card company and not complete the form they will be denied a refund

This matter is closed. Please have this customer contact his bank and he will see that the charge was already refunded.
Respond to this report!
What's this?

#3 UPDATE Employee

This customer was refunded

AUTHOR: Martin - (U.S.A.)

This customer was refunded. Has been refunded since this matter started and was sent an email stating such.

In response to this customer stating that he must sign away his rights to a refund, on the refund form that this customer is referring to, it states nothing about a customer NOT receiving a refund. The entire purpose of the form is to provide the customer with a refund. The form states:
1) that the customer is receiving a refund
2) that the account will be immediately cancelled
3) the refund applies to subscription software and if the customer chose to add our Extended Download Service that the charge is non-refundable (this is clearly stated in the page about the Extended Download Service that the consumer is provided BEFORE they add this service to their order). This charge does not apply here because he ordered prior to this service being offered by our company.
4) If the customer chooses to dispute the charge through their credit card company and not complete the form they will be denied a refund

This matter is closed. Please have this customer contact his bank and he will see that the charge was already refunded.
Respond to this report!
What's this?

#4 UPDATE Employee

This customer was refunded

AUTHOR: Martin - (U.S.A.)

This customer was refunded. Has been refunded since this matter started and was sent an email stating such.

In response to this customer stating that he must sign away his rights to a refund, on the refund form that this customer is referring to, it states nothing about a customer NOT receiving a refund. The entire purpose of the form is to provide the customer with a refund. The form states:
1) that the customer is receiving a refund
2) that the account will be immediately cancelled
3) the refund applies to subscription software and if the customer chose to add our Extended Download Service that the charge is non-refundable (this is clearly stated in the page about the Extended Download Service that the consumer is provided BEFORE they add this service to their order). This charge does not apply here because he ordered prior to this service being offered by our company.
4) If the customer chooses to dispute the charge through their credit card company and not complete the form they will be denied a refund

This matter is closed. Please have this customer contact his bank and he will see that the charge was already refunded.
Respond to this report!
What's this?

#5 Author of original report

Ascentive Rebuttle Misleading? Issue certainly NOT resolved!

AUTHOR: Joe - (U.S.A.)

How interesting that Sam quotes an email from Ascentive -- and how Sam states that the email was offering me a 100% refund. And how the whole matter has already been "DEALT WITH". That's what I THOUGHT when I initially read the email.

But notice that Sam didn't mention that the problem is "RESOLVED", but only that it has been "DEALT WITH". Clearly, "RESOLVING" and "DEALING WITH" the problem are two different matters as you will see:

Sam failed to mention that Ascentive provided to me -- IN WRITING, and AFTER SENDING THIS EMAIL TO ME -- a statement to sign on the refund form that attempts to get me to "agree" that no refund will be made if Ascentive was not contacted during the initial 30-day trial period. It's not an OPTION to sign this agreement, but instead it is included as part of the "Declaration of Dissatisfacton."

THAT my friends, is not a refund offer but it sure looks to me to be a way to "get" me to sign away rights to my refund.

Ascentive CLEARLY at this point knows I do not want their service, and knows I did not use their service, and knows that I would not have approved of being invoiced had I known the charge was upcoming. I've clearly stated that in my communications to them.

I have acted in good faith to clear this up, but Ascentive has taken NO ACTION except to try to convince me that nothing is wrong. They won't even cancel the service after numerous requests!

If I could actually talk to someon at Ascentive, this is what I'd say: HEY ASCENTIVE: SHOW ME -- I'm from MISSOURI! SHOW ME that you are RESOLVING this issue by answering my request for cancellation and confirming that the service / subscription / membership (whatever you want to call it) is CANCELLED. And SHOW ME that you are RESOLVING this issue by processing the refund that I've asked for.

THAT my friends, would be a genuine refund offer. And a genuine RESOLUTION. Short of that, their talk is meaningless.

--
Joe

P.S. Please do not post my emails and other private information about me that you collected on your web site. I consider those confidential communications between us and I do not believe it is ethical for you to disclose that information.
Respond to this report!
What's this?

#6 Consumer Comment

What part of "Please cancel subscription and refund money" did you not understand?

AUTHOR: Mike - (U.S.A.)

Usually a simple call or e-mail requesting a refund is all that it takes in a situation like this. Companies don't want to incur a lot of "charge backs" from unsatisfied customers. The bank that processes credit card charges for the company doesn't like those.

Ascentive seems different, they want the people who've been tricked into an annual renewal charge to find and fill out various forms before a refund will be considered. This seems to me as well to be "unnecessarily difficult" like Joe said. It's a typical delaying practice that dishonest companies use to stall the consumer from seeking a "charge back" until the time limit for that has expired.

Anyway thanks for playing, Sam. And if there's still time, charge it back, Joe.
Respond to this report!
What's this?

#7 UPDATE Employee

FOUND customer's account, was offered a FULL refund.

AUTHOR: Sam - (U.S.A.)

I could not located the customer under "Joe, Kansas City MO", however I did look under Pleasant Valley, MO and had located it.

Joe
Pleasant Valley, MO 64068

I looked at the customer's email history and found that he was offered a FULL refund. That email:

<

Hi,

Before you were charged, you were sent instructions on how to cancel your service and avoid the fee. You were charged for your subscription fee because you did not fill out a cancellation form online before that invoice was generated.

I am sorry to hear that you really do want to cancel your service. You are a valuable customer to us and we urge you to stick with us. If there is anything we can do to help you get the service working for you, please let me know.

As part of our No Risk Guarantee, you do not have to pay for service if you are not 100% satisfied. If you have already been charged and wish to obtain a refund, please fill out and submit a Refund Form and signed Declaration of Dissatisfaction. You can find these forms here:
<>

We value your opinion and offer you this refund if you are not able to enhance your online experience with our products!

Please let me know if you have any questions or concerns.

Sincerely,
Ascentive Sales
http://www.ascentive.com

*Detailed support and step-by-step guides available for free at our support center!
http://www.ascentive.com/support

-----Original Message-----
Email sent on Mon, Oct 6, 2003 9:11:08 PM
[email protected]

Order Numbers: A1031024387950 282182030
Account name: njoekc
Name: Joe
I am writing about: ActiveSpeed

I don't know what software or service I am subscribed to with you -- but I want ALL subscriptions / memberships cancelled. I have sent numerious requests to cancel via email and have gotten no cooperation.

I do not want your service or software. I have never used it beyond a brief trial period. I don't understand your cancellation process. I want you to help me get this cancelled.

OS= Windows XP
IP= 65.28.25.38
RH= CPE-65-28-25-38.kc.rr.com
ST= 1>>

I think it is clear now that the customer was offered a full, 100% refund, however to this date, they have not sent the refund form in.

I am deeply sadden by having to respond to another complaint, a complaint that was already dealt with through our support staff. As everyone knows, we cannot provide top notch customer support when responding to a complaint such as this, ones that have already been dealt with.

Ascentive.com
Respond to this report!
What's this?
Report & Rebuttal
Respond to this report!
What's this?
Also a victim?
What's this?
Repair Your Reputation!
What's this?
X