Complaints

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to file a formal complaint against Investors Alley regarding an issue with the cancellation of my subscription service. Despite clear communication on my part that I wished to cancel future renewals of my Small Cap Alpha Annual Subscription priced at $79, the company processed a refund and terminated my active subscription, contrary to standard subscription service practices.Details of the Incident:Initial Subscription and Request for Cancellation: I subscribed to Small Cap Alpha, offered by Investors Alley, and paid $79. Within a week of subscription, I decided not to renew it for the following period and accordingly submitted a cancellation request through their system. My intention was solely to prevent future billing, not to cancel my current subscription period for which I had already paid.Misinterpretation by Investors Alley: Despite my clear intent, Investors Alley misinterpreted my request as a desire to cancel my active subscription immediately. They proceeded to refund the $79 fee and cancel the service, which deprived me of the access I was entitled to for the year I had paid for.Customer Service Interaction: I attempted to resolve this misunderstanding through multiple emails and a phone call. In my communication, I explained the difference between canceling a subscription renewal and requesting a refund for an active subscription. Unfortunately, the responses from Investors Alley were not only unhelpful but also dismissive. During a phone call, the representative spoke over me, showing little regard for customer service protocols and did not make any attempt to rectify the error by reinstating my subscription.Systemic Issues Indicated: The manner in which my cancellation was handledusing a ****** Sheet and manually processed by an employeesuggests a lack of adequate system checks and potential for human error. This is concerning not only for my case but potentially for other customers who might face similar issues.

  Business response

  05/14/2024

  We have reviewed the customer's complaint. This situation was completely our fault and based on misunderstanding. We have reinstated the customer's subscription effective 05/14/24.

  Customer response

  05/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. I still think their business is not set up to handle modern digital administration with too many manual steps prone to error, but it has been fixed.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My subscription to this service was renewed without notice for $99.00. When I chose to cancel the subscription through the companies website and my account with the company, I never received my refund for the cancellation. I cancelled the account a couple of weeks ago and still have not received my refund.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Receipt From Investors Alley Corp Paid $99.00 Invoice #****** *********************** March 17, 2022 ProductTotal DIVCASTER_PREMIUM$99.00 Total:$99.00 I never ordered Divcaster Premium and only pay the $49 regular service. I've called them before as they charged this in addition to the $49 I renew every year and I see the original service has gone up to $99. This premium is an extra $99 that I never wanted or needed and would like refunded. I tried reaching out to them vial email (Thu, Mar 17 at 9:39 AM) and via their phone number the same day and never got a response.

*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. ↩