• Report: #1095096

Complaint Review: Finicity

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  • Submitted: Mon, October 28, 2013
  • Updated: Mon, October 28, 2013

  • Reported By: Daniel — Denver North Carolina
Finicity
859 West South Jordan Parkway Suite 102 South Jordan, Utah USA

Finicity Steven Smith CEO Nicholas A (Nick) Thomas President George Murphy VP Bus Dev Charged my Debit Card $39 and won't even respond to my request for a refund! South Jordan Utah

*Author of original report: Finicity Credit Follow Up from Author

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 I was a very loyal user of Mvelopes envelope budgeting for years. I kept using the bill pay function and paying my membership amount because I was using it. All of sudden, they put a pop message saying they were abandoning the bill pay function. As you would expect, I rushed to get all my bill payment information off their site and signed up with bill pay through my bank. At the same time I sent an email to them telling them I would like to cancel my service and to refund me the money they just put on my debit card. They sent me an email saying I had to cancel through their live chat function for secuity reasons. I did cancel through live chat which I will copy here, and it shows that even the live chat rep thought they would give me a hard time getting my refund.

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Jenny (Listening)

 Jenny: Hi, my name is Jenny. One moment while I review your question. When your chat is complete, please provide feedback about your experience at  https://www.surveymonkey.com/s/mv_chat_fdbk
 Jenny: Hi Dan.
 Dan : Hello

 Jenny: Could you please elaborate on your issue?
 Dan : I have had this account for many years but I was only using the bill pay function, I got a pop up saying bill pay was being discontinued and to get all bills rescheduled. I sent an email requesting my account be cancelled but got email back saying I had to cancel through live chat only. Now I see a charge coming through for $39 as of 10/17 and I want to cancel everything and have no more charges
 Jenny: All the Bill Pay payments with your Mvelopes service that were scheduled to be paid on or after October 16, 2013 will be cancelled.

 Dan : Yes, I have cancelled them on my own and rescheduled through my bank's bill pay
 Jenny: Our system will has cancelled those payments automatically in case they were still scheduled.
 Jenny: There won't be any more payments that will go through as all are cancelled now.
 Dan : OK, will you be able to help cancel my subscription to Mvelopes and make sure that the charge on 10/17 does not go through?

 Jenny: Do you want to cancel your Mvelopes account?
 Dan : Yes, that is what I am contacting you about.
 Jenny: For security reasons, could you please verify your username?
 Dan : Should be d
 Jenny: One moment while I retrieve your account.
 Jenny: Thank you for your patience.

 Jenny: We don't want to lose you as a customer and believe that you can reach your financial goals using our service. We'd like to offer you a FREE telephone support session with one of our experienced team members. The session will explain the key concepts you need to know in order to successfully manage your money. Would you like to take advantage of this free support session rather than canceling today?
 Dan : No thank you, not at this time

 Jenny: Alternatively, you can downgrade to a Free subscription, instead of cancelling the account today.
 Dan : No Thank you, I really was not using the service
 Jenny: Okay.

 Jenny: One moment while I process the cancellation request for you.
 Jenny: Thank you for your patience. Your cancellation confirmation number is A-AM02458261. I have also sent you an email that reflects the cancellation of the subscription renewal.
 Dan : How will the charge dated 10/17 in my checking account be handled?
 Jenny: This charge was for the subscription renewal, right?
 Dan : That is correct

 Jenny: Okay.
 Dan :
Are you waiting on me?
 Jenny: I would need to request our billing team to process the refund for this amount.
 Jenny: I will try my best to convince them to process the refund for you.
 Jenny: We will notify you via email once we get the response from our billing team.
 Dan : OK, Please do, not sure why they need convincing as I am cancelling
 Jenny: If it is not processed by the billing team then you will need to contact our dispute team but I think it should be done.

 Dan : in case, how do I contact the dispute team
 Jenny: If the billing team is unable to process your request then I will notify you via email about how to contact the dispute team. Will that be find with you?
 Jenny: fine*

 Dan : I guess so, how long will all of this take?
 Jenny: It should be done by Tuesday.
 Dan : OK, if I don't see a transaction by Tuesday removing the charge I will contact the dispute team at the email you provide when you send it.

I contact them again, still no refund and they gave me an email address for dispute resolution, here I am with no refund and still no contact from the dispute resolution team. Rip Off Report, Can you help get my money back?


This report was posted on Ripoff Report on 10/28/2013 09:44 AM and is a permanent record located here: http://www.ripoffreport.com/r/Finicity/South-Jordan-Utah-84095/Finicity-Steven-Smith-CEO-Nicholas-A-Nick-Thomas-President-George-Murphy-VP-Bus-Dev-Ch-1095096. 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:
1Author 0Consumer 0Employee/Owner
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#1 Author of original report

Finicity Credit Follow Up from Author

AUTHOR: Daniel - ()

To their credit I did receive my credit promply after filing this report. I hope the next customer in a similar situation can receive a courtesty, "we're reviewing your request" or we've received your email request and are processing your request" but to just not respond to email is a very poor practice, I'm glad you finally resolved this matter.  

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