Complaint Review: Visiontel - EpiClear

I have read through the many comments posted on VisionTel and I must say I am totally shocked and appaled @ the customer service I received from the CSR's when a billing/shipping mishap occurred.

I would 1st like to say when I 1st dealt with the CSR's (Linda, Kim, and Nancy), they are very nice people. I ordered Epiclear @ the end of May. I called back the next day after ordering to cancel the shipment because I received Proactive from a relative and I did not want to mix this product with Epiclear (not knowing if any chemical reactions would occur).

Well when I called back, I was informed by one of the CSR's that I would have to call back during the 1st week of June (peferably after June 1st, since their call volumes would be high due to them being closed on Memorial Day May 31). She told me my order was not yet in their system therefore no modifications could be made (i.e. cancellations).

Well I called on June 1st anyway and a male CSR told me that the product would not be shipped out because my credit card was declined. I asked him was he sure and he told me yes. Well guess what?? I go to my bank to make a deposit and I am told that my account is negative due to a charge of $12.95 charge from Vision Labs. I immediately call Vision Labs and I speak with Linda or Nancy (not sure which one) and they inform me that the male was new and he didnt know that he had to go to another screen and cancel the order. She told me in order to get a refund and have VisionTel refund me for the NSF's that occured on my checking account, Id have to send in my banking statement and also return the shipment when it arrived. I agreed to do so.

Well seeing that my account had other pending charges and I didnt have more money to deposit in my account since I am on a budget, I felt that it was VisionTel's responsibility to immediately refund my account because it wasnt far that I had to pay for NSF fees they caused.

Dede called me and actually told me that she would refund some of the NSF's but not all because I didnt have enough money in my account anyway. Excuse me but we all know how our checking accounts operate. True enough I needed to deposit $12.00 in my account to cover some pending charges before they posted, but when I went to do so, my account was already NEGATIVE because of VisionTel's problem.

Dede would not return my call. I sent repeated faxes to VisionTel for her to call me and when I never received a call, I call customer service and Ms. Dede has left a notation on my account for the CSR's to tell me when I called in. WHAT A PUNK AND COWARD MOVE -- not to talk to your customers when you have screwed up.

Even the CSR got nasty with me and insisted that I ordered a product and I cant cancel. HELLO if I couldnt cancel it why was I told to call back the 1st week in June to cancel the transaction? If I knew the shipment couldnt be cancelled, I would have made a deposit to cover my transactions. I have direct deposit from my job, why would I want my check to be ate up from something I could prevent?

At this time my bank is investigating and I will print all correspondence from RipoffReport.com to provide proof to my bank that others have experienced negative treatment with their accounts from VisionTel.

I have read Katie's comments regarding the AUTOPAY shipments and maybe some customers do misunderstand they had to cancel which surely was an error on the customer's part, but in my case, I didnt ask to go through this. Dede needs to learn better customer service/management etiquette to learn how to deal with clients. Regardless of not wanting to talk to customer's she needs to call back and not be a coward and leave messages for the CSR's to relay (if the customer should call in).

I will see if my NSF refund actually comes in the mail box.

The folks at Visiontel (AKA Vision Labs) are well trained. They have to be, otherwise they get fired, or they are working for a mere $5.15 an hour. More on that later.

The scripts that are used are very specific, and designed to accomplish two things:

1. The first goal to accomplish with the script is: Get that customer to say yes over and over so that they will do so monotonously, and they will get worn down, and say yes to future shipments. The script is long and very tedious to read, and it is even MORE tedious to endure listening to. By the time the rep gets to the part about future shipments, the customer just wants to get off the phone and will answer affirmative to ANYTHING, if it will only put and end to the rep's inceasant droning. Not too smart on the part of the customer, but VERY SMART for the overcharging Vision Labs.

2. The second goal is accomplished by recording the rep reading the legalese AND recording the customer agreeing. They cover themselves legally, by badgering the customer into agreeing to larger orders, future shipments, memberships to useless discount clubs, and junk like Video Professor. Most folks are so bored listening to that script, that they simply do not pay attention!!! And the rep may not change, nor leave out one single word or they will be fired from their minimum wage job.

It borders on theft by deception, in my humble opinion, because they KNOW people are NOT listening and yet they are agreeing (on tape) to buy, buy, buy. If you are a crook, this sounds like pure genius. If you are a consumer, it sounds like pure outrage. So your opinion will be determined by which group's values you subscribe to, I guess.

In all fairness to Visiontel, the folks who work there are all really nice, hard working people. They have to be, as they are paid MINIMUM WAGE plus COMMISSION. That means: no sales = no money. That's how they get people to work there and be deceptive.

And they don't like when people working there make waves. I was fired for showing them this website, which is really quite funny, because LOTS of employees respond to these complaints on here. Yet the managers I showed this web site, claimed they were not aware of it. BUNK!!

Those employees defend the company with quite a passion, and I think it's because they make good money there. When I interviewed, they told me some folks make 40 bucks an hour and the average is 25. Whew!!! Think of all the people they must have gotten to agree to something they weren't even listening to, out of boredom. It's a sad statement about America. Sadder still is Vision Labs' business practices.

The customer called in and placed an order for the product the only way for the customer to get the other shipment was for her to agree to it. The customer has contacted this company a couple of times. The customer did speak with a supervisor who then did issue a credit to the customer for the product amount. The customer stated that she was going to not contact the BBB or her credit card company and add to this on here, none was done by the customer. The company has gone above and beyond their policy for this customer and still she does not do what she said she was going to, this company didn't even need to issue her a credit since they do have her agreeing to the program.

So since the customer forgot to call to cancel any further shipments this is what the company gets??? All the information is stated on the customer invoice. Maybe before throwing away the papers that come in with the product it should be looked over.