Steve
Lake Worth,#2UPDATE Employee
Wed, January 17, 2007
Due to the anonymous nature and limited amount of information provided in this complaint, we were unable to locate an account matching the details related by Anders. 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. We will be happy to refund the charges mentioned by Anders and cancel his account, if he desires, but as mentioned above, we were unable to locate his account with the information given. We strongly encourage Anders to contact our Customer Service Center at 00-800-4374-3637. This is a toll-free call from Denmark, and customer service representatives are available 24 hours a day, 7 days a week. Additionally, we can be contacted via email at [email protected]. We look forward to working with Anders to resolve this issue. In substance, the scenario described in the complaint is not one that realistically could have occurred on our web site. We offer several different types of memberships, and while the standard iFriends membership carries no charge, the charges mentioned by Anders were for additional premium services requested by Anders at the time of signup. The Elite membership in which Anders opted to enroll included the fees mentioned in his report. These charges were clearly and conspicuously disclosed at the time of signup, and multiple click-throughs by the customer indicated his acknowledgement and affirmative consent to the Elite membership and the charges associated with it. We sincerely regret any misimpression that Anders may have about our services and our company. Our company has a spotless 11-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.
Juliet
Birmingham,#3Consumer Suggestion
Fri, December 22, 2006
Anders, you've learned a lesson the hard way, but it sounds like it, at least, hasn't been for a huge amount of money. Clearly, being in the U.S., I don't know how banks work in Denmark, but if you can close the account completely, and open a new one, I sure would. Even if you get in contact with WPI, and receive statements indicating full cooperation, I wouldn't trust them one bit to stop taking money from your account. The lesson you want to remember is if something says "Free", and they ask for bank account or credit card information, IT'S NOT FREE. The service you sign up for, sure, that might be "free?, but if the business asks for payment information, someone, somehow, WILL BE TAKING MONEY FROM YOU. It may be under a different name from the business you signed up with, and it can certainly happen that it will be MORE than one business name accessing your bank or credit card account. Again, I have no knowledge of consumer protection laws for Denmark, but in the U.S., businesses are supposed to have a link or page on their website that discloses the Terms and Conditions that apply to using their website, and how they may use your account information. Always read these! Not every single word, but look for monetary symbols, and terms like "subscriptions", and "membership", etc. If you get nothing else from my answer, just always remember, if it's truly ?free? they don't ask for payment information. If they ask for payment information, THEY INTEND TO USE IT. Good Luck, Anders!