Complaints

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My credit card was used with this company in the past and it was unknown to me that a subscription service was automatically enrolled using the credit card. The company then automatically renewed the subscription a year later on 9/20/24 and charged my credit card two transactions of $39.95 each. I contacted a representative of The Mailbox to get a refund soon after the transactions posted to my account and to have my credit card removed from their system but was told they would not issue a refund despite the renewal occurring just 4 days prior and no services being used. I cannot access any account information to remove the credit card myself from their system and have not received a satisfactory resolution from the company. I am requesting assistance from the BBB to obtain a full refund of two transactions of $39.95 each for a total of $79.90 and would like my credit card information removed from their system to prevent any future unauthorized billing.

  Business response

  09/27/2024

  On September 20, 2023, Mr. **** let someone he knows use his credit card to sign up for two subscriptions to The Mailbox Gold (educational services)--two different grade levels. The user agreed to the terms and conditions on our website before subscribing. The terms detail our auto renewal policy where we automatically charge the credit/debit card account yearly at the prevailing rate until the user tells us to cancel with cancellation effective at the end of the billing cycle. The two subscriptions auto renewed on September 20, 2024 since the user did not inform us prior to that date to cancel the subscription.

  On September 25, 2024 Mr. **** contacted us and asked to be refunded and to make sure the card is not charged again in the future. He stated that his card was "previously used for an order under someone else's account and I never signed up for the subscription."  On that same day, I asked him to ask the user/subscriber (who he knows) to contact me and I would switch the payment to her card and refund his. 
  On Sept. 26, he replied and said that the subscriber "is not very responsive" and he did not see the matter being addressed by them. I replied the same day and explained that I couldn't just cancel the user's account and explained that this seemed like a legal matter between Mr. **** and his friend. I offered to email the user to get a resolution for him. He replied back asking for me to do that and again to remove the credit card so there would be no further charges. On that same day, I emailed the user and let Mr. **** know I had done so. (I haven't heard back from her yet.) In that same email, which was our last correspondence, I told him, "If I do not hear back from the subscriber in a week, I will remove your credit card from the subscription to make sure it is not billed again. We should leave it in place though for now in hopes we hear from the subscriber and I can switch the payments." (I would still need his card on file do do the refund.)
  
  I was planning to give the subscriber until Wed. of next week to respond so I can switch the payment to her card. Even if she doesn't respond, I will delete the credit card from the account at that time to make sure Mr. **** is not charged again. But Mr. **** is upset he is not receiving the refund. I would encourage him to reach out to his friend regarding that matter. 

  
  

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