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Business's response - by R. J., Customer Svc Dept on 9/12/2014
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We’re sorry the customer did not recognize the account fee, but we cannot charge any amount to any card without the card owner registering on our website. We require all new customers to provide their name, address, email, phone number, and complete credit card number, including their CVC security code, in order to register. We also require all customers check a box on our registration page which states the consumer has read and agreed with the billing terms and conditions of registering with our website. Our website is secure and a customer account cannot be registered nor charged any amount until the customer submits their agreement with the purchase terms by checking the box. We researched our customer records to help identify Larry S. We found a customer whose existing account was billed on the date and time Larry S describes. The Larry S in our system is also from the same city and state (Oxford, FL). Our records show Larry S. in Oxford, FL registered an account and provided a charge card on our website. We had not received any communication via email or phone call at any point prior to receiving this complaint. Upon receiving this complaint, we attempted to call on September 7, 2014 Larry S in Oxford using the phone number entered when he registered his account. Our call was not answered, but we left a message explaining the above registration and account history. We also advised that we processed a courtesy refund for the charge he was concerned about. This refund should post a credit to his charge card within 1 – 4 business days. We had not received a requested call back, so we attempted to call the same number again, however calls were still unanswered. We would welcome Larry S to contact us to discuss any concerns or request service in using our website. Our Customer Service department is open 7-days per week, Monday through Friday from 6AM – 6PM and Saturday and Sunday 9AM – 5PM Pacific Time and can be reached at (800) 473-1783 .
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