WPI IFRIENDS VIP fraudulent credit card charges Internet
I noticed a charge of $6.95 on my credit card account today. I searched and found that it's been appearing every month since May. It was for "WPI IFRIENDS VIP." I didn't remember signing up for anything recently so I did a little research and came across multiple examples of the same thing happening to other people.
Luckily, a few of the complaints also had the reply from the company. They claimed they had a "customer is always right" policy and they had refunded all of the money that had been charged in some of the cases I found. Thinking it was looking pretty good I contacted their customer service number, 1-800-IFRIEND.
The guy was reasonably polite but said he was unable to do more than refund me the most recent charge as a "courtesy." He said I had signed up for some service with the monthly fee waived ONLY if certain conditions were met and I hadn't met the conditions. I told him didn't even remember signing up for the free version and certainly didn't rember anything that was going to incur charges. Forgetting a free trial I can believe but things that might cost me money usually stand out in my mind. The response was "it's a subscription fee, not a usage fee." It doesn't matter that I haven't been on their site since.
By their own stated policy, they still owe me three months of fees. I refuse to believe that I knowingly agreed to any subscription agreement and then forgot about it completely. It's not a lot of money but it's the principal. However they have the subscription system set up is obviously misleading since this same thing happens to so many people.
I can't trust any company that uses a system that automatically switches you to a pay program without any warning. They're probably making most of their money off of the people who don't notice the charges or don't get mad enough to complain when they do.
Andrew
Bushnell, Illinois
U.S.A.
2 Updates & Rebuttals
Steven
Lake Worth,Florida,
U.S.A.
Reply from iFriends/WebPower Customer Service - 1-561-656-0500
#3UPDATE Employee
Fri, November 03, 2006
We were able to locate Andrew's account and I have verified all charges were refunded. However, the scenario described in the complaint is not one that realistically could have occurred on our web site. The "free" membership offered by our service really is free. All subsequent charges incurred by any viewer on our service are clearly and conspicuously disclosed in advance -- including use of a prominent icon and multiple clickthroughs in any instance in which a customer will incur charges. No customer could possibly incur charges on our service without advance disclosure of such charges and numerous multiple click-throughs by the customer to indicate their affirmative consent (and acknowledgment of their consent) to such charges.
Moreover, our "Customer is Always Right" policy ensures that we take action sufficient to obtain each customer's complete satisfaction, including making refunds for any charges which a customer has incurred but disputes. Andrew was refunded after contacting our 24/7 Toll Free Customer Service Center at (800) 243-9726 (local callers may dial 561-656-0500).
We sincerely regret any misimpression that Andrew may have about our services and our company. Our company has a spotless 10-year-record with all of the leading consumer protection agencies, and is well-recognized as an industry leader in the development of model consumer best practices in its internet business segment. Every one of our web services is verified by TRUSTe to be on its sealholder list of "the most trustworthy online businesses." The members of the iFriends online community are very important stakeholders in that service, and we place enormous value on making sure they feel satisfied with our service.
Andrew
Bushnell,Illinois,
U.S.A.
Resolved
#3Author of original report
Sun, September 03, 2006
After I complained they refunded all four months. Still a little fishy, though. They say they have an unambiguous policy that the customer is always right and they've taken steps to make sure their customer service people are aware of that policy.
Yet, in every instance I've read about they always at first try to deny the refunds. I'm sure they really do have an unambiguous policy but I think it's more similar to "Don't give them any money back unless they complain, and then only give them as much as it takes to get them off of the phone" than "the customer is always right."