Tossable Digits Telusion Inc. Repeatedly charged for no service! Stamford, Connecticut

This customer claimed that they never signed up for the service, then demanded a refund after being quite rude with our customer service representative. We investigated the issue, finding that the IP address used was geolocated in the customer's neighborhood, that the phone number that was used to validate the account and forward calls was associated with the customer's business and personal resume online, and that we had voice recordings of the customer associated with that account. We denied the request for a refund, showing proof that the charges were authorized and that the customer signed up with a fax number that was associated with this customer in several online resources. This customer did, as stated in this complaint, file a complaint with the Indiana's AG office. We filed a rebuttal and the issue has been dropped by the AG, demonstrating that these claims are inaccurate and false in the eyes of the Attorney General of Indiana.

Further, the customer visited our website and sent the emails to us demanding a refund from the same IP address that had been used to open the account 6 months earlier.

Where we went wrong was to deny the refund and fight the customer. Regardless of the attempt of this customer to defraud us for the legitimate charges for the services we provided, even after our investigation demonstrated to ourselves and the AG that we had not made any unauthorized charges, we should have simply given the refund and ended service with this customer, permanently.

After this occurred, we changed our policies internally to improve the customer experience, even when we have proof that the customer is incorrect or attempting to provide misinformation.

If you are interested, you can read our full rebuttal by requesting it from the Office of the Indiana Attorney General, File No. 12-CP-59686.

We are still in business a year and a half later, serving many happy customers.