• Report: #895573

Complaint Review: justanswer.com

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  • Submitted: Sun, June 10, 2012
  • Updated: Fri, July 27, 2012

  • Reported By: TrueBlue — Cairns Other Australia
justanswer.com
Internet United States of America

justanswer.com , I am a member and didn't know it, Internet, Internet

*Consumer Comment: contact Ja

*Author of original report: Re my report - I'm a member and did not know it -

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  In March of this year my computer decided to take a holiday and refused to boot-up.  Fortunately my wife's laptop was available and I used it to contact justanswer.com to get some advice on how to go about restarting it.  The was the site was worded in a way that it appeared to me that I was offered a free consultation as a inducement.

  I was given what turned out to be very good advice by Freddy M and I was able to restart my machine.  I was so pleased to get my computer going again that I agreed on a payment of $46

 Here's the kicker  -  Not only was my credit card billed $46 for services in March, this was legitimate because it was a one off request to get my computer going again). 
 
 But then I was also billed another $46 in April for services - then another $46 in May for services
Then I somehow became a member in June for another $46.
  
Other than the original contact in April I have not asked for or required any services and I did not wish to become a member.

This means that I have paid $138 over the original agreed fee.    I have canceled my Visa card and any attempt to contact justanswer seems to get me the run around.  It is not easy, on other sites there in a contact text box (like this one I am using) provided for a person to discuss problems but I can't fine one on justanswer.

This is the first time I have been caught financially on line and being an age pensioner it is an expensive lesson. If asked I would not recommend this site because it is too difficult for amateurs like me to move around in.
 

This report was posted on Ripoff Report on 06/10/2012 05:50 PM and is a permanent record located here: http://www.ripoffreport.com/r/justanswercom/internet/justanswercom-I-am-a-member-and-didnt-know-it-Internet-Internet-895573. 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 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

contact Ja

AUTHOR: Alice - (USA)

I have been a customer since 2009.Ethan at just answer will help u I have had a number of refunds from Ja. here is a phone number then tell billing what has happen and you would like to speak with a supervisor Ethan or some one else. u will get your money back.I Have. 1-888-862-9212. but you have to be very patient. they have been worried about me over paying my experts.But i do that because they help me. I am a happy customer.
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#2 Author of original report

Re my report - I'm a member and did not know it -

AUTHOR: TrueBlue - (Australia)

After I posted my original report about JustAnswer withdrawing unauthorized payments from my bank account I finally managed to contact them by email and inform their representative of the situation.
________________________
This was the reply in part:-.
Thank you for contacting JustAnswer.
In regard to your concern, I have gone ahead and turned off your subscription. Moving forward, you will not see any recurring subscription charges. Your subscription will remain active until the end of your billing cycle on 7/6/2012 and you can still post questions until that time at no charge. Once your billing cycle ends, your account will revert to a pay-per-question basis and you will only be charged when you post a question.
________________________
My response was as follows in part:-
I did not apply for a paid subscription nor do I recall being  advised of such.  The March bill was $46 for Tech Support which I consider was legal because my question was answered to my satisfaction.  However I did not ask to be a member and I did not post questions for Tech Support in April or May for which I was billed another $46 for each month.
Then on top of that I was billed another $46 in June for membership fee.  I did not ask for or want a membership so I consider that you have billed me an extra $138 for asking one question.  I am
requesting a refund of the $138 to my account and I have reported the matter to my bank.
_________________________
JustAnswer's reply in part:-
I'm extremely sorry for any frustration we may have caused you.
I have issued a refund for 3 subscription payments of AU$46 each. The funds are made available to your bank the next business day, however, the bank may take 3-5 business days to release the funds back to your account depending on their policy.
It looks like you accepted a free trial offer to try our unlimited subscription program. At the end of the trial, the subscription bills automatically to avoid disruptions in service. It is evident that you
did not intend to continue with the subscription after the trial ended, so as a courtesy, I have turned the subscription billing off and you will not receive any further recurring charges.
Again, please accept our apologies for any inconvenience this may have caused. I hope that I've been able to resolve this issue to your satisfaction. Please contact me if there is anything else I can help you with.
________________________

I have made bold the words that appear to be the catcher.

I am happy to report that the matter has been resolved and the money that was in dispute has now been returned to my bank account.
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