Complaint Review: WPI*FRIENDS - Internet

We sincerely apologize for Eric's dissatisfaction with our web site and our customer service. As clarified by Eric in his last post, he was not billed for any of the time spent talking to other users. The charges which he received were as a result of enrolling in a premium membership which billed a monthly charge. Eric created two accounts, at two different times both of these memberships were created at the optional premium VIP level, and both were active at the same time. As soon as Eric contacted our Customer Care Center and made us aware of his dissatisfaction, we immediately refunded all charges billed to him, and cancelled his accounts as he requested. He indicated at that time that this resolution was satisfactory. We appreciate that he contacted us and allowed us to resolve the situation however, if he has any remaining questions or concerns, the Customer Care manager will be happy to discuss these with him. Our Customer Care Center is reachable 24 hours a day, 7 days a week at 1-800-243-9726. Our company has a spotless 11-year-record with all of the leading consumer protection agencies, and we are an industry leader in the development of model online consumer best practices. Every one of our web services is verified by TRUSTe to be on its sealholder list of "the most trustworthy online businesses." All prices and terms on our service are clearly and conspicuously disclosed, including use of prominent icons and multiple clickthroughs, in any instance in which a customer will incur charges. In addition, 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.

I was checking out my credit card balance on-line today Jan. 10, 2007 and WPI*FRIENDS refunded my money. I did believe the original $8.95 and $1.00 charge was for a web-cam meeting and I did call a member service number after I saw the first charge on my credit card bill to have my service terminated. I thought that I could get become addicted to ifriends and didn't want to be able to enter the site again. After that call to member services I erased my login information so I couldn't go back to the website.

Here is one of their rebuttals 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". In addition to a clear presentation of our pricing points and practices within our Terms of Service, AND THE FOLLOWING STATEMENT FOR ME IS NOTHING BUT A LIE all 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.I WAS CHATTING WITH A WEB CAM GUY AND I CHOSE TO GO PRIVATE WITH HIM AND THAT IS THE ONLY CLICK THAT COULD HAVE BEEN A MONETARY CHARGE.AND AFTER INCURRING THE FIRST $9.95 DEBIT ON MY CREDIT CARD I CALLED CUSTOMER SERVICE REQUESTING TO BE REMOVED FROM THE IFRIENDS TRUSTWORTHY ONLINE BUSINESS. I WAS TOLD THAT AS LONG AS I NO LONGER LOG INTO THE SERVICE I WOULD NOT INCURE ANY MORE CHARGES. BEFORE I REGISTERED WITH THIS SERVICE USING MY CREDIT CARD I KNEW A SCAM WAS ON THE WAY. IF THIS COMPANY REALLY CARED ABOUT IT'S CUSTOMERS THEY WOULD CHOOSE TO NOTIFY CUSTOMERS OF MONETARY CHARGES BY REQUESTING THEY USE A CREDIT CARD THEN AND ONLY THEN WILL ANY MONETARY TRANSACTIONS BETWEEN IFRIENDS AND THE CUSTOMERS BE CLEAR AND CONSPICUOUS. 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. I ERIC FRENZEL INCURRED CHARGES ON YOUR SERVICE AND BEING OF SOUND MIND AND BODY WOULD REMEMBER THESE NUMEROUS MULTIPLE CLICK SCENARIOS. IN CONCLUSION EVERYONE ON THIS COMPLAINT BOARD APPEARS TO HAVE BEEN STEALTHILY CHARGED WITHOUT THEIR PRIOR KNOWLEDGE. IFRIENDS IS INSULTING MY INTELLIGENCE WHICH ANGERS ME MORE THAN THE LOSS OF SOME MONEY. I SUGGEST CHANGING "No customer could possibly" to Many customers are "incurring charges on our service without advance disclosure.