Sarah
Lake Worth,#2UPDATE Employee
Wed, February 20, 2008
We used the information that Jim provided to locate his iFriends account. As Jim stated in his complaint, his account was cancelled as requested on February 15. We have refunded all charges that were billed to Jim, in accordance with our Customer is Always Right policy and our commitment to 100% customer satisfaction. If Jim has any further questions, we encourage him to contact our Customer Care department at 1-800-243-9726 and ask to speak to a supervisor. When Jim created his account with the iFriends service, he affirmatively chose to enroll in the upgraded iFriends Elite membership. The regular iFriends membership is free, but the Elite membership that Jim chose to access has a monthly charge associated with it. This charge was clearly and conspicuously disclosed in advance, and Jim actively chose to create his account at this premium membership level. For the past year, each time we sent a charge to Jim's credit card, we provided a toll-free telephone number next to the charge. We also provide a link to both telephone and email contact information on each page of our website. Despite the availability and transparency of this information, and despite the fact that our contact information appeared on a dozen credit card statements, Jim did not contact us at any time to question the charge or find out what the charge was for. Had Jim contacted us, we would have been happy to provide whatever services he requested, including cancellation of the account and refunds of all charges billed to that point. As stated above, we have refunded all charges that were billed to Jim. He should see credits to his account within the next 7-10 business days, depending on his bank's procedures. Our company has an exemplary 11-year-record with all of the leading consumer protection agencies, and we are best in class in our industry 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."
Sarah
Lake Worth,#3UPDATE Employee
Wed, February 20, 2008
We used the information that Jim provided to locate his iFriends account. As Jim stated in his complaint, his account was cancelled as requested on February 15. We have refunded all charges that were billed to Jim, in accordance with our Customer is Always Right policy and our commitment to 100% customer satisfaction. If Jim has any further questions, we encourage him to contact our Customer Care department at 1-800-243-9726 and ask to speak to a supervisor. When Jim created his account with the iFriends service, he affirmatively chose to enroll in the upgraded iFriends Elite membership. The regular iFriends membership is free, but the Elite membership that Jim chose to access has a monthly charge associated with it. This charge was clearly and conspicuously disclosed in advance, and Jim actively chose to create his account at this premium membership level. For the past year, each time we sent a charge to Jim's credit card, we provided a toll-free telephone number next to the charge. We also provide a link to both telephone and email contact information on each page of our website. Despite the availability and transparency of this information, and despite the fact that our contact information appeared on a dozen credit card statements, Jim did not contact us at any time to question the charge or find out what the charge was for. Had Jim contacted us, we would have been happy to provide whatever services he requested, including cancellation of the account and refunds of all charges billed to that point. As stated above, we have refunded all charges that were billed to Jim. He should see credits to his account within the next 7-10 business days, depending on his bank's procedures. Our company has an exemplary 11-year-record with all of the leading consumer protection agencies, and we are best in class in our industry 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."