Complaints

• Initial Complaint

  08/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After two weeks of never receiving anything I called in to cancel their monthly subscription. They messed everything up and charged me almost $27 for something I've never ever had, nor did I want, hence why I canceled it. Since they screwed up, the should honor their mistake, instead they refuse to refund me for something I once again never received. There's no supervisor to speak to, to resolve my issue. **** ******* ** ******** ** ******* They refuse to go back through their recorded phone calls that prove I canceled my subscription. T*** ** ********** *********** ******** ***** **** ** *** **** ***** ****** ********* ***** ***** ** *****

  Business response

  13/12/2023

  
  Re: BBB Complaint dated December 7th, 2023
  
  We appreciate your patience and bring our sincere apologies for any confusion and inconvenience caused by the recent issue with your SaversCity.ca membership.
  
  Upon our internal investigation, we have identified the root cause of the misunderstanding. On October 25th, 2023, you reached out to our customer support team requesting a cancellation of your membership. Unfortunately, there was an oversight and the agent who assisted you mistakenly accessed an older previously cancelled account from 2017, believing it to be the relevant one. Consequently, the information provided regarding the cancellation was based on this outdated account.
  
  Upon reviewing your complaint, we were able to locate your active account however we note that there is a slight typo in our system that caused the error. The agent you spoke to on December 7th, 2023, successfully located and cancelled your membership associated with the correct account. Due to the initial agent’s confusion, the agent you spoke to on December 7th was unaware of your prior interaction on October 25th and could not verify the cancellation request.
  
  We have refunded the charge of $26.83. Please allow up to 10 business days for this transaction to reflect on the card used for the payment.
  
  We understand the frustration this may have caused and appreciate your patience and understanding as we worked to rectify the situation. If you have any further concerns or questions, please do not hesitate to contact us directly.

• Initial Complaint

  26/05/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My elderly father 91 who lives in a senior home somehow got signed up for grocery and gas discounts , even though his meals are provided and he uses two tanks of gas in a year. The credit card has been charged since July 2021 after we contacted the bank to see how long this was going on. I called the company who said the charge was supposedly authorized by phone by him in June 2021.... He does not use online banking, never has made an online purchase and would not sign up for coupon rebates that this company does....They have only offered a 3 month credit and this is not acceptable

  Business response

  18/07/2022

  Consumer Response /* (450, 18, 2022/07/01) */ *********************** It appears that ********r has been reimbursed in full as of June 11 /2022.....I have attached a screen shot of his credit card account being reimbursed .....While we are happy that this has been resolved we think this company needs to address their business practises so that unsuspecting customers do not continue to be duped . Again thankyou for your assistance

• Initial Complaint

  22/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On April 21, 2022, I was reviewing my **** **** account online to see if I needed to update any info and to see the current balance. I saw a charge of $26.83 from a business name I didn't recognize...."SAVERSCITY." I have NO IDEA HOW THEY GOT MY CREDIT CARD NUMBER. ****** I had never ********* signed up for nor ordered anything from or through a company by this name. I looked up their company name and found many complaints from people getting these charges on their bank accounts and credit cards without knowing why. These complaints go back for years. Many people complaining about being unable to reach or get a response from the company, and/or agreements reached that were not fulfilled, or charges continuing after they were told they would stop. Meantime, I remembered that about a month ago I got a piece of mail, that looked like a scam, congratulating me on becoming a member. *********** I had never heard of them, never ordered or signed for anything with them, *********************** I shredded it and threw it away. My name was also mis-spelled on it. I forgot about it until I see a pending charge of $26.83 on my **** card. **************************************************************************************************************************************************** I contacted **** **** who confirmed the pending charge, and I explained what I have explained here. They said I would need to contact SAVERSCITY, ******************************************** THEY GOT MY **** CARD NUMBER, *********************************************************************************************** Please advise.

  Business response

  18/07/2022

  Business Response /* (1000, 5, 2022/05/09) */ As per your complaint dated April 22nd, 2022, please see the result of our internal investigation; On March 20th, 2022 the customer was in contact with our sales center where they ordered a product over the telephone. After that product was ordered the customer was offered a rebate for up to $100 in gasoline for trying SaversCity.ca. During the offer, the agent explained that the customer would get a free 30-day trial to SaversCity.ca in order to examine the benefits of the membership to see if it's something they would be interested in using. It was explained that after the trial period, if the customer continued that the membership would be $26.83 per month until they contacted SaversCity.ca to cancel. The customer was also provided the customer support number in case they wanted to cancel the membership. On March 30th, 2022 a welcome letter was sent out to the customer. This is the letter they advised they had received in their complaint. This letter included the customers username and password to access the benefits and outlined all the terms of membership including the date their trial period would expire and the charge for the membership if they continued beyond the trial. This letter also provided the customer with the telephone number, email, fax number and physical address to contact SaversCity.ca if they had any questions or wanted to cancel their membership. The customers trial period expired on April 20th, 2022 at which time they were billed the membership fee of $26.83 as per the agreed terms. The customer first contacted support by telephone on April 21st, 2022 with a request to cancel which was completed. We do understand that sometimes people can forget their enrollment, especially with a 30-day trial period. As a courtesy we have refunded the membership fee of $26.83 that was charged to you on April 20th, 2022. Please allow 7 - 10 business days for this transaction to be processed back onto the card it was charged from. We thank you for the opportunity to respond to this complaint. If you have any other questions or concerns please let us know. Consumer Response /* (3000, 7, 2022/05/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, I want the name and description of the product they say I purchased from them. To date, I have not received any product that was ordered by phone, nor have I received any related order confirmations by email. Second, if SaverCity is or was marketing and/or distributing and / or billing product through or under another business name, or if they are affiliated with a company hat was selling items under a different business name, I would like that company's name. Business Response /* (4000, 10, 2022/05/20) */ The customer ordered the ********* from ************ Management. After ordering this product they would have been offered the membership to SaversCity.ca with a promotion for a gasoline rebate for up to $100. We are confirming that your membership with SaversCity.ca has been cancelled so you will not be billed any further. Consumer Response /* (2000, 12, 2022/05/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩