- Report: #884304
Report - Rebuttal - Arbitrate
Complaint Review: Coleanse
Coleanse500-9000 Sunset Blvd W. Hollywood, California United States of America
Coleanse Cellan doesn't follow agreements, and charges credit card without consent. W. Hollywood, California
*UPDATE Employee: Coleanse Customer Care
*Consumer Comment: About my Experience
*Consumer Comment: I was confused as well
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A few days later, I received a phone call from a rep with the company, that went through the supplements and the program details. I then realized that it included an auto-delivery, which I was skeptical of. I told the rep this, and he explained that I had 16 days from the day the order was sent to cancel my subscription, consequence free. He said if I do not receive the product within the next week, to call back, and ask for the trial period to be extended. I then noticed that the cost was hefty for these supplements, and since I had a huge medical bill unexpectadly occur, I decided to cancel before I even received the products.
I called the company, and they offered me a discount, and a partial refund of what I paid for shipping, and they extended my trial period, and told me to cancel before April 24, 2012, and that my credit card will NOT be charged until after my trial period is over.
On April 18, 2012, I called the company, and asked them to cancel my subscription, since I was still in my trial period. I reinerated the information I received from them, and they agreed. I will not be charged anything, I will not receive anything, and that I may keep the FREE TRIAL, without paying for the product. I also received a confirmation of cancellation email (which I have saved). I felt reassured from the company that this was over, and I didn't have to worry anymore about my credit card being charged.
On May 6, 2012 I received an email that I needed to contact the customer support to change my credit card, because several attempts were made to charge my card which were declined (thankfully I put a hold on my credit card a week before). I decided to call them as soon as I received my credit card statement.
On May 15th, I received my credit card statement, and noticed that on April 14, and April 16, 2012, they put through charges of $52.07, totalling $104.14. I called them, and they argued that I did not cancel within my trial period, so I had to pay the fee. Except, I did cancel my subscription during my trial period, and I have a confirmation email from them that states that exactly. The customer service rep said that she will need to review all the information that was noted on my file with them, and she will call me back in regards to getting the two charges refunded. I hope to hear from her tomorrow, and if I do not, I will definitely be calling them again.
I believe that they have to legally refund the two charges. I also noticed that my credit card was charged within my trial period, which I was told would not happen. Even on May 15th, the person I spoke with from the company confirmed that my trial period was extended to April 24th. This company makes agreements with their customers, and literally lies, and breaches the agreement. Companies like this need to be exploited and they need to have consequences for the fraudulent activities.
This report was posted on Ripoff Report on 05/17/2012 04:32 PM and is a permanent record located here: http://www.ripoffreport.com/r/Coleanse/W-Hollywood-California-90069/Coleanse-Cellan-doesnt-follow-agreements-and-charges-credit-card-without-consent-W-Ho-884304. 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.
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