• Report: #520523

Complaint Review: TrialPay, Inc.

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  • Submitted: Fri, November 06, 2009
  • Updated: Sun, November 29, 2009

  • Reported By: Turaj — Tulsa Oklahoma U.S.A.
TrialPay, Inc.
650 Castro St #270 Mountain View, California United States of America

TrialPay, Inc. Took My Money and Ran! Mountain View, California

*Author of original report: Resolved

*Consumer Comment: Call your credit card company

*Author of original report: No change yet

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[October 5] I completed an offer with TrialPay and was informed that my item would arrive between October 19 and October 26.
[October 26] When my item didn't arrive, I contacted TrialPay customer support and informed them of the problem.
[October 28] TrialPay asked me to contact the company responsible for providing the free item. I sent an email to said company's support address.
[October 30] I informed TrialPay that the company they asked me to contact did not respond.  They told me that they would escalate the complaint and that if I did not hear from someone by November 3 that I should contact TrialPay customer support again.
[3 November] Having heard from no one, I contacted TrialPay to see what the next step was.
[5 November] Contacted TrialPay again, informing them that I still have a problem and that I don't appreciate being ignored.

A few things irk me here.  Cheif among them is that they put the responsibility of dealing with one of their (apparently delinquent) business partners on me.  I am not supposed to have to talk to three different company's customer supports when my dealings were initially only to be with one.

Also, it doesn't feel great to be dropped just because you're asking for what you were promised in the first place. They claim that they respond to emails between 24 and 48 hours of receipt. The fact that I haven't gotten a response to an email in so long tells me that I have been dropped as a customer.  They have no phone line for customer support, and they have stopped responding to email.

This report was posted on Ripoff Report on 11/06/2009 10:38 AM and is a permanent record located here: http://www.ripoffreport.com/r/TrialPay-Inc/Mountain-View-California-94041-2057/TrialPay-Inc-Took-My-Money-and-Ran-Mountain-View-California-520523. 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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REBUTTALS & REPLIES:
2Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Resolved

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

After a bit of back an forth with TrialPay, I found that they had received notification from the merchant partner that my item had shipped.  They contacted me a few times apologizing for the problems, and (as promised and at long last) I received my item in the mail within the new time estimate and in working order.  As it stands, I'm not completely dissatisfied, and I hold no grudge.  If the service had been like this from the get-go, I would be a raving happy customer right now.  I'm giving the benefit of a doubt and assuming that this is a rare lapse in communication, although I kind of hope that the merchant parter got a stern finger-wagging.
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#2 Consumer Comment

Call your credit card company

AUTHOR: Honeywell - (USA)

Just call your credit card company and deny having made the charge.  It's just easier that way.  Then it's out of your hands.
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#3 Author of original report

No change yet

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

I have been passed off to deal with the "merchant partner" in order to get my item.  Both TrialPay and the partner have been unresponsive via email and have no other means of contact listed.  It's beginning to look like I'll be getting the raw end on this one.  I sent an email to TrialPay to request that they further escalate my case, as I haven't heard from the merchant partner in a few days. Fingers crossed.
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