Complaint Review: Wordstream - Nationwide
- Wordstream Nationwide USA
- Phone: (617) 963-0555 x2
- Web: http://www.wordstream.com/
- Category: Advertising Agencies
Wordstream Cancellation & Billing Practices are Terrible Boston, MA Nationwide
*UPDATE Employee: Complaint Response
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SUMMARY: Signed contract for 6 months. Submitted cancellation immediately after 6 months was up. 6 months later, we're STILL being billed $400 per month for a service we can't even access, as they DID cancel the service, just not the billing. Nothing but subpar service and evasive 'support'.
We entered into agreement with Wordstream 4/17/2015, a 6 month contract. We submitted cancellation at our earliest opportunity, 10/21/2015. Per their contract, you must submit cancellation in writing, which we did, sent to support@wordstream.com, as was advised by Customer Support (Wordstream does not provide you with information as to where to send your cancellation in their contract). As of 4/19/2016, we are still being billed by Wordstream.
The cancellation policy, per their contract, is thus:
"CANCELLATION POLICY
WordStream has a number of plans available that can provide the flexibility you need for your business.
Customers who are prepared to make longer term commitments of 6 months , 1 year, or annual pre-pay enjoy increasing discounts. Details of your selection are spelled out below:
Your Selection:
This is an initial 6 month commitment that will automatically convert to a month to month commitment after 6 months. After the 6th month, you may cancel your subscription with written notice, received 30 days prior to the next monthly billing date.
We go to great lengths to make this commitment and cancel notice as transparent as possible and provide many options of various commitment lengths to choose from. Please insure you have chosen the commitment that makes the most sense for your business."
We have contacted Wordstream several times to move forward in the cancellation process. Our account IS cancelled, and we are unable to access it- their Customer Support was able to tell us that the last time we accessed the account was in October, when we submitted cancellation. However, billing has not ended, and Customer Support is not able to provide you will someone in the billing department to speak to. Inevitably, we've been transferred to voicemail whenever we want to speak to a supervisor, or our calls simply go unanswered since their Customer Support team doesn't allow you to remain on hold, they will simply put you into voicemail. We have submitted our proof that we emailed them to cancel the account, and have been told that they never received it.
This has been a nightmare of a situation for our company. We are now forced to submit a stop pay against Wordstream, at a financial cost to us and a great deal of hassle, in order to prevent them from billing us further.
Total amount we've been billed after submitting cancellation: $2394. I have no confidence that Wordstream will rectify this, as they have been evasive through the entire process. I have called our account executive multiple times, to no avail. Our salesperson no longer works for the company. Their accounting team doesn't answer the phone. What else can a consumer do to stop them from charging $400 every month?
This report was posted on Ripoff Report on 04/19/2016 12:43 PM and is a permanent record located here: https://www.ripoffreport.com/reports/wordstream/nationwide/wordstream-cancellation-billing-practices-are-terrible-boston-ma-nationwide-1300610. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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#1 UPDATE Employee
Complaint Response
AUTHOR: Chris - (USA)
SUBMITTED: Wednesday, September 28, 2016
Hi there,
Our apologies for delayed response to this complaint, as we were unaware this type of feedback was being published on Rip Off Report.
This particular customer emailed our support team alias with their cancellation notice. This particular email was lost, as our Customer Success team did not see the message. This was a failure on our part, and we are truly sorry for the negative impact this oversight had on this customer’s business at that time.
The customer emailed our billing team in April 2016 regarding the issue they were having. Once we were made aware of the problem, we immediately issued a refund to the customer to the value of four months’ billing (for the period January 2015 to April 2015).
This matter was resolved promptly with this customer, so we kindly request that this complaint be removed.
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