Complaints

• Initial Complaint

  09/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a Wix website for my small business through Big Folio. The way it is supposed to work is I pay Big Folio $20/mo and they pay Wix. What has actually been happening is that Big Folio has been double/charging me more than they should - it has been happening from two different accounts, so it's taken me a long time to figure this out. So a Wix charge for $19 has been coming out of my business account. An automatic charge for Big Folio of $35 has been coming out of my personal checking account. So they have been double / overcharging me since 11/21. Big Folio charged my account $20/mo on top of the payment to Wix in Nov and Dec 21. So that's $40 overage in 2021. All of 2022 they have charged $35/mo. too much. I discovered this months ago and they assured me they had taken care of the problem and offered to issue a credit. I responded that I do not want a credit - I want $ refunded to my acct. and want to cancel my acct. w/ them. I have blocked their access to admin on my site. They continue to dbl charge and have not responded to any of my attempts to contact them for refund and cancellation of account (ph msg, chat via website, email, etc). The fraud ***** at my bank was able to recover the last 3 payments, but can't go further back than that. Total they owe me = $355 - $105 recovered from bank = $250 still owed to me. Also, I'm seeing different addresses for them online. The other I've found is: *************************************************************************************** Thanks for your help in trying to resolve the situation. ps I have bank statements and screen shots of attempts to contact them. Not sure what docs you need from me. Thx

  Business response

  10/07/2022

  I'm not sure why this complaint went to the BBB. I thought this matter had been taken care of. Unfortunately, I was not able to offer a high amount refund, so I offer a credit for the next several months. At that time, I was not aware that she wanted to cancel her monthly subscription. Yes, it took some time to get back to her, because of busyness and other obligations, but I wrote to her in an email:
  
  "Hi ***. I',m very sorry for the inconvenience you have been dealing with. Bigfolio has you on a monthly subscription fee, which is for hosting, maintenance, updates, and technical support. At one time, you had taken over the Wix monthly payments, which was causing you to get charged twice. With all the websites, Wix is on Bigfolio's account, so your monthly charge goes to that.Again, I am extremely sorry for the mishap. I have cancelled your subscription with Bigfolio, and I can offer you 2 months of a refund. Unfortunately, I can not give a refund more than that.Thank you, ****"
  
  She then responded back to me saying that since she brought this issue to my attention in July, could I refund her for 3 months instead of 2. I agreed and refunded her the 3 months.

   

  I have closed her account and not taken any more charges from her.

   

  Thank you,

  *********************

  Bigfolio, Inc

*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. ↩