Get Response Charged me 9 x times my mthly fee for going over my monthly plan once Internet
My plan was $65 USD per month then I received a notification for an additional $185 USD ‘list extension fee’.
I immediately contacted them to find out what that was since there’s no visible mention of this huge fee anywhere or warnings / reminders to ensure you don’t incur it. It took days of correspondence with their support staff to get the info I needed to identify & rectify the cause. (My previous assistant had created segmented lists with repeat emails & they charge you on the aggregate total of all the emails in all the lists rather than the number of email addresses.)
So I exported all the dormant segment lists & dropped my plan & a new billing cycle was begun after days of being locked out of my account, unable to dispatch my Astro oracle to subscribers. They then charged me AGAIN another $185 USD this week, a month later - even though I’d stayed under the quota of my new plan.
When I contacted them & asked, 'Why?!' They said they charged me for being in breach of my old plan for those few days when my account was frozen after I received the fee notification. During those 3 days I was contacting them multiple times a day trying to get the info I needed to resolve it.
So despite their support staff assuring me by following their instructions & reducing my list & my plan there was no way I’d be hit with that high additional fee again, I was.
- It is unethical to continue to charge for a service which is temporarily suspended.
- It is unethical to charge a customer according to the dates of an old billing cycle when they have begun a new plan on the understanding it constitutes a new billing cycle on the terms of the new plan.
- It is unethical to charge someone multiple times for the one infraction.
- - It is unethical to not be transparent about such high hidden charges. It is unethical to not honour assurances given by support staff.
Thank-you for acting as an ombudsman one can appeal to when companies such as this have your bank details & take unsolicited funds from your account on unfair & unjust grounds.
I spent 16 hours yesterday migrating everything over to a new provider which involved paying freelancers to integrate my website with new provider...I just don't want anyone else going through that!