Tuesday, July 10, 2007

my dissatisfaction with active.com continues

active.com continuing to try to rip me off
(the letter I received from active.com)

Earlier post here. Now:
From: Jeremy Freese [mailto:jfreese@ssc.wisc.edu]
Sent: Tuesday, July 10, 2007 11:05 AM
To: 'activeadvantage@active.com'
Cc: '[username]@madisonfestivals.com'
Subject: membership cancellation

On June 23, I received an e-mail informing me that I was being charged $49.95 for a year membership in Active Advantage, on the claim that I had agreed to this charge if I did not cancel a trial membership in ActiveAdvantage that I supposedly signed up for when I signed up for the Madison Marathon. I have no recollection of having agreed to this charge, find it difficult to believe I would have signed up for it, and have not made any use of your services. On June 23, I responded to your customer website asking to cancel my membership immediately and asking for an immediate refund.

Instead, this weekend, I received a letter from your company dated June 27 (attached) whose first sentence is "Welcome Back to ActiveAdvantage!", suggesting that somehow my communication with your company has indicated a desire to continue with ActiveAdvantage rather than cancel. This is not the case. I would like to have my entire $49.95 refunded. As indicated, I have not used any of the ActiveAdvantage services, nor do I intend to.

I sought recourse to this today by calling the customer service number provided in the letter. After going through several touch-tone menus, I received a recorded message telling me that your system is down.

I am cc'ing an official from the Madison Marathon on this message. I believe the marathon would well serve its participants by reconsidering its relationship with Active.com. If this matter is not quickly resolved, I will be filing a consumer complaint with the state of Wisconsin against both Active.com and Madison Festivals.

Sincerely,

Jeremy Freese
OK, that resulted in a quicker response than I was expecting:
---------- Forwarded message ----------
From: activeadvantage@active.com
Date: Jul 10, 2007 11:38 AM
Subject: Trial membership canceled
To: [me]

We are sorry to lose you as an ActiveAdvantage member!

Thank you for using activeadvantage.

Sincerely,

Your ActiveAdvantage Team
I'm a little concerned about the 'Trial membership' in the subject line, as the whole reason I was charged is I was moved into regular membership because the 'Trial' I have no recollection of signing up for expired. I'll have to see if the charge is actually refunded on my card.

5 comments:

Corey said...

If you do have a charge on your credit card, call the card issuer and challenge it. They will temporarily reverse the charge and investigate it on their end.

jeremy said...

Corey: Thanks. I think it is on its way to being resolved.

Janelle Renee said...

I noticed that you chose "exercise" as a label for this post. I'm glad that it wasn't an exercise in futility. Looks like you're close to having resolution. Good work!

sssharpe said...

It's now my turn...

The same thing just happened to me and I too have just finished a letter of complaint to The Active Advantage Team. I'm not a novice at using the computer for signing up for things and I too was confused by the membership. I'm interested in the outcome to your story. Did they credit you the full amount?

I received an e-mail stating that they would pro-rate my refund and in a separate e-mail confirming my request for cancellation it said that the accounting department would take 5 to 7 days. I am so turned off by this group and the Executive Committee of the Cooper River Bridge Run in Charleston will receive my complaint. As will the Better Business Bureau and American Express.

Anxious to hear your story...

bhall said...

Wish I had read this before I used active.com to register for a bicycling event in September.

I just got a credit card bill for a $59.95 charge for a active advantage membership.

I got the money refunded, but this is a total scam. It's basically stealing money.

Please, if anybody who runs events is reading this, do not partner with active.com for your registration process.