Complaint Review: RealNetworks - Internet

In early February, 2010, we noticed "RN*Superpass"  on our credit card bill for $14.99.  We didn't have a clue what it was.   Did a websearch and found it, with a lot of complaints about unauthorized charges. 

Went to the RealNetworks Superpass website, and thought, maybe I have an account.  Entered my e-mail address, then selected "forgot password".  They sent a link to reset the password, which I did.  Logged in.  Checked the details - there was no account name, just the e-mail address and a history of charges.  The history showed $14.99 per month for the last 11 months.  I checked my credit card statements, and they confirmed it.  We had been charged over $160 for an unknown 'product'.

I cancelled the credit card.  Then called the 800 number to cancel Superpass.  First it said that the wait would be about 15 minutes. Then, 20 seconds later, an english-speaking person with a foreign accent came on.  They said we probably signed up for a free trial and didn't cancel it.  I asked them to provide me some proof that we used the service.  They said they couldn't.  I asked for a supervisor and continued.

The supervisor said I could contest the charges with my credit card company.  RealNetworks could research the usage  history and provide that info to the credit card company, but not to me. 

Neither my wife nor kid has any recollection of Superpass. I checked my e-mail history.  I have no history of anything from Realnetworks last year or this year.  At the time we supposedly signed up, Feb 15, 2009, I was unemployed; thus, we weren't taking on any extra expenses. 

They just got my credit card number and charged it for as long as they could get away with it.

I deleted every scrap of RealNetworks stuff from my computer.  It has been an annoying popup and media player for a while, replacing other media players already present.

 

EDitor's Suggestions on how to get your money back!

HERE IS WHAT RIP-OFF REPORT SUGGESTS YOU DO:

Go to your bank within 60 days of the charge, or as soon as you know about the charge, don't delay, and tell them that there has been fraudulent activity within your account. Explain that you wish to file a dispute, and demand that they assist you in accordance with Federal Regulation E.

According to the majority of victims interviewed by Rip-off Report, those who immediately called their banks to dispute the charges did not get very far. Many victims got the following responses from their banks: we could not do anything for you or you waited too long; it has been more than 60 days.

If the bank is says that you have waited too long, explain to them how you called their 800 number as soon as the charges were found, and were told by the bank that nothing could be done. Remind the bank that they failed to assist you properly at the 800 #, and instead, provided you with an inadequate explanation of your right to dispute. Tell the bank that it's their fault time has expired, and since they gave you the wrong info to begin with, they will just have to deal with it, take the loss and reverse the charges.

Tell them the truth; this was unauthorized and your account was NOT to be charged! Keep emphasizing how you never authorized anything! Direct them to the hundreds of victims reports that were filed on Rip-off Report.com. And if you're at the bank, walk them over to their computer and make them go to this site! If you are on the phone with them, tell them you will wait while they access this site! Either way, be persistent!

DO NOT TAKE NO FOR AN ANSWER!

Let them know nicely, that you were advised to Report them (the Bank) and this situation to the Banking Commission in your state. Since each state has a different name for the agency/controller over banks, find that name before you call or get to the bank so you can throw it in their face. The more knowledgeable you appear to be, the further you will get.

And just continue to demand the Federal Regulation E form! The bank CAN, MUST and WILL reverse the charge! But, you must be persistent; ask to speak to the supervisor or the area manager for all the branches in the state.

Let the bank personnel know you are meeting with the media later in the day, that you would much rather they do the right thing (as most other banks have) by looking at the complaints and immediately reversing the charge(s) to your account; no matter how long ago it was. Be sure to call the Media if necessary so you are telling the truth.

If you have to, be loud (but nice) in front of other customers. If you are just calling by phone, the above tactics should still work. The bank can easily fax or mail to you the Federal Regulation E dispute form.

CHARGES TO YOUR CREDIT CARD

If the charge was to your credit card (not debit card, check card, or checking account), contact the credit card company as soon as possible to request a dispute form. Consumers usually have a little longer to dispute fraudulent credit card charges (up to 6 months), but it is better to act right away. In this type of situation, credit card disputes are usually successful since fraudulent companies often won't contest the disputed charge. In rare cases, credit card companies will review disputes, but refuse to reverse the charges. If this occurs, complain to a manager and let them know you will be filing a report here.

Remember Don't let them get away with it! Make sure they make the Rip-off Report .. The more Reports filed on a Company or individual, the more likely it is that the authorities, media and attorneys will want to take action.

And good luck Let us know how you do!

ED Magedson Founder RipoffReport.com Author of www.ripoffrevenge.com

Rip-off Report PO Box 310, Tempe, Arizona 85280