Complaints

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sold and fulfilled by FastSpring an authorized reseller Order ID: CLEAN221122-****-23236 Order Created: November 22, 2022 Paid In Full: November 22, 2022 Paid The Business : $99.50 One Time Fee Lifetime License Of : $99.50 Nature Of Dispute Is : I reached out to Clean.Email Support, because I can no longer login to my Clean.Email account, that I purchased. I've sent e-mails to support about this issue and they claim there is nothing they can do about the error message I'm receiving on my end. Mind you, I've never had this issue before and once again, the problem isn't being resolved. Clean.Email, I feel isn't helping me whatsoever. Therefore, I would like my refund, because I didn't pay for an issue.

  

  Business response

  04/03/2024

  The customer paid for a lifetime license in November 2022, and that worked fine until around December 2023. At that time, our service stopped being able to access the user email server.
  
  Retrying because of the IMAP error - NO [AUTHENTICATIONFAILED] Authentication failed
  
  An Authentication error it just means the server refuses the connection. Our system is only able to forward a login request to an email server and then login if it is approved or not. Typically, there are no details provided by the server when login fails. That can be caused by wrong imap server, mistake in password, or even security settings on the server. However, we are not aware of any issues with comcast, The most common issue there remains issues with the password. 
  
  Even though we'd love to help the client to keep using the service, the issue she is having is out of our control. We can not not make it so her email server accepts her login if they refuse it for whatever reason.
  
  Regards,
  M*****

  Customer response

  04/03/2024

  
  
  Complaint: 21339962
  
  I am rejecting this response because: I paid for a service that lead me, to not being able to continue to use that service for other reasons. All I want is my refund for the service I initially paid for.
  
  Regards,
  
  S****** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  04/04/2024

  The customer paid for a lifetime license in November 2022, and that worked fine until around December 2023. At that time, our service stopped being able to access the user email server.
   
  Retrying because of the IMAP error - NO [AUTHENTICATIONFAILED] Authentication failed
   
  An Authentication error means the server refuses the connection. Our system is only able to forward a login request to an email server and then login if it is approved. Typically, there are no details provided by the server when login fails. That can be caused by wrong imap server, mistake in password, or even changes in the security settings on the server. However, we are not aware of any issues with comcast, The most common issue there remains issues with the password. 
  
  Even though we'd love to help, the issue is out of our control. We can not force the email server accepts the login if they refuse it for whatever reason.

  Customer response

  04/04/2024

  
  
  Complaint: 21339962
  
  I am rejecting this response because: The response from the business is the same and mine is the same. I would like my full refund only. 
  
  Regards,
  
  S****** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for a year subscription for clean email for 5 accounts. After experimenting with the Pro features for about 2-4 hours (probably less), I discontinued my subscription and asked for a refund. I was told that I wouldn’t be refunded. Here is the email: M***** (Clean Email) May 1, 2023, 03:36 GMT- “Hello We are sorry for the situation and we are doing all we can to allow people to test the service before making a commitment specifically to avoid such situations. Since Clean Email is a cloud-based service and not a local software, all upgrades come with a cost due to resources used and fees associated with the sale. For this reason, refund terms for services are usually stricter than for simple software. Per the service refund policy, we can only issue refunds in cases in which email providers are not supported or if the service has not been used. However, I can ask for an exception if there are issues imputable to the service. Regards M*****” The end result is that I have a 1 month service (what Clean emails gives after canceling the subscription) at the price of a year’s subscription. I asked Clean Email to charge me for one month at single user (as only one email account was connected). They have not responded. This is fraud. In most online subscription services (streaming, software packages, editing, even freelance work) if the product has proven inferior after a full trial, then the customer should receive their full refund. If a customer was served an inferior meal, they don’t have to eat what they are served. And they are forced to pay for more than they used.

  

  Business response

  05/05/2023

  The situation with this customer was resolved prior to their submission of this complaint.

  This is the communication we had with the customer:

  D***** *********
  Monday 09:20

  M*****,
  Thank you for your reply. I bought a years service rather than a month. Please deduct the month‘s service for a single account (as that is what used) and return the rest. This is what you are owed but also gives me back what Let me know if this can be arranged.

  -D***** *********
  Sent from my iPhone

  
  M*****
  Tuesday 04:57
  
  Hello, Thank you for your follow-up. We have downgraded your subscription and prorated the charge. If you have any further issues or questions don't hesitate to get back to us.

  Regards,
  M*****
  

  D***** *********
  Tuesday 13:16

  M*****,
  That is an ethical and acceptable solution. Thank you for resolving this situation.
  -D*****

  Customer response

  05/09/2023

  
  
  Complaint: 20001775
  
  I am rejecting this response because: I had submitted the complaint and then the business (Clean Email) got back to me, as is demonstrated on the email timestamps. I, however, do accept the resolution, but will not accept that it was made in a timely manner.
  
  Regards,
  
  D***** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 11th, I found the computer program - Clean.Email. I tried it out and wasn't sure if it would be the best program for my needs. After thinking about it and being offered a discounted price from the company, I decided to buy the plan that allowed cleaning 5 email accounts. I never could get all of the accounts registered and I found their support page. There were multiple buttons and links on how to get support - all were connected to an email account. I emailed several times and got no response. I did web searches to see if other clients had the same issue and could help and I couldn't find anything. Meanwhile, for some reason some replies to my emails weren't getting to me. Either I or the program did something wrong. I saw in their initial advertising that you could revert back to your original email situation if it was within 45 days of activation. I started trying to figure out how to do that. I still couldn't get in touch with anyone. I tried to cancel - but that link was also for the same email that hadn't responded before. I ended up filing a dispute with my credit card company to get back the payment I had made - since it never worked the way it was supposed to - for 5 accounts. However, the money doesn't matter to me nearly as much as getting rid of the program so I can be assured that my emails are getting to me - and I can't figure out how to do so. All over their website they talk about how they will support you if you buy and they had a high customer rating so I had no reason to doubt this when I bought the program initially. I was finally able to cancel the subscription but it is for a year and by then, there's no telling how many emails I might miss.

  

  Business response

  03/28/2022

  T****, 

  Your complaint has only now reached our business since we did not get any notifications from BBB and only received it in physical mail. We apologize for the delayed response. 

  I am not yet sure why you were unable to reach us via email (to make sure — our support email is support@clean.email) — I am awaiting response from my colleague Marius to see if we have any requests from you. We will investigate to make sure we are getting all the requests.

  I was able to locate your order and refund your payment. I am also seeing that as of right now you do not have an account with us — all of your data seems to be removed from our servers. Please let me know if that's not correct and you are still using the service — in which case please let me know which email accounts you are using it with and we will delete all of those. 

  I am not sure what you are referring to by requesting your account to be reverted to the original state — we do not make any claims about this functionality and cannot satisfy your request. The 45-day period you are referring to indicates the number of days your data is stored on our server after your login. 

  To summarize: 

  - Your payment was refunded
  - Your subscription was canceled 
  - Your account harpofworship@yahoo.com is deleted
  
  Please let us know if you have additional accounts to be removed and we will take care of that. You can reach out to marius@clean.email directly to guarantee your email delivery. 

  Again, I apologize for this inconvenience and a delay. 

  — K****, business owner.

  
   

  Customer response

  03/28/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 16924353, and find that this resolution is satisfactory to me.
  
  Regards,
  
  T**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

*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. ↩