Complaint Review: Tossabledigits.com - Internet

This customer had a few issues leading to their frustration.

1. They signed up for our service in December of 2010, and their subscription ended a month later in 2011 due to non-payment.
2. They tried to log into their old account after creating a new account in December of 2012, then complained that we had deleted their numbers and made an unauthorized charge.
3. Our emails may have gone into the customer's spam folder, as the customer said that they never received our emails.

The customer has had 3 different accounts with us, each subscription ending with angry emails to us. Though our response speed for this customer clearly leaves something to be desired, and is something we have improved since this complaint, we document the back and forth below.

We received the first email in this complaint on February 16th, 2013 at 1pm EST. We responded about 27 hours later, February 17th, 2013 at 5:19pm EST. The email was a request to reset the users password, which had been locked due to several failed attempts to reset the password on our website (for security).

We received a reply on February 18th at 7:45am EST stating the customer had not received our reply the previous day, and asking for the same password reset. We replied on February 19th at 6:44pm EST, and we got an immediate response. By 7:40pm on February 19th we reset the customer's password and sent it.

The customer then logged in and emailed us back that their account was not subscribed, and that we should refund the charge made on Feburary 7th. However the customer was asking about the old account, not the new account they had created in December 2012.

After some research, we found the other account, and emailed the customer on February 21, 2013 at 6:29pm EST about the second account. The customer replied at 4:15am on February 22 claiming that we should refund the charge, seemingly missing the point that the numbers the customer had purchased were in a different account.

On February 25, the customer complained again, and on February 26th we replied again that the charge was for a different account under the customer's name and similar email address.

After that, we did not hear back from the customer again on that issue.

However, the customer created a new account during all of this on February 16th, and received several calls on that account throughout February, March, April and May, and then complained about the service again. We provided a refund of the last month of service and apologized profusely to the customer for the issues.

What We Should Have Done Better

Clearly the first issue could have been solved with a phone call, rather than back and forth via email. We are doing so now during issues where customers are feeling angry or frustrated or email just doesn't cut it.

We believed we had made it easy to cancel service anytime: log in, click Billing, click Cancel, confirm, done. We're going to make it even more visible now, to ensure that customers who don't need our service any longer can end their subscription with us.

We want to make all of our customers happy, and we work and will continue to work to make the customer experience with Tossable Digits great.

If this customer would like to try our service again, we would be happy to offer a month of service free to evaluate our improved customer service at Tossable Digits.

Tossable digits has continued ignroing my emails and billing me for services not rendered.  Every other month or so they send me an email asking for my feedback on their service [whatservice?] and then go back to billing me and ignoring my emails.

I am considering legal action.