The story goes on...(I first published my complaint here a few days ago)
I was one of those customers who actually read the terms and conditions, who cancelled within the required period, who was nevertherless subsequently charged £150, who received automated reply to emails where complained about unauthorised charge, who had to take it with a credit card company, who was eventually offered part refund but...
and there is big BUT...
viv3 would only refund me if i accept their "condition"
I am lost for words... the audacity of these people have no limits...
see below viv3's email of yesterday to me and my today's reply...
Dear Sirs,
I absolutly DO NOT ACCEPT your condition in relation to the refund.
The reasons are:
1. I placed the order for Acai Berry and Life Cleanse on 19th June
2. On my request dated 19th June the cancellation of my accounts for both products (Acai Berry and Life Cleanse) was confirmed to me by email on the 22nd June - well within required 15 days - (see attachment no. 1)
3. Despite complying with your terms and conditions on my part, on 7th July you made an unauthorised charge for the full price of Life Cleanse to my credit card amounting to £76.13
4. Furthermore without any aditional order being made on my part you sent me another bottle of Life Cleanse for which you charged £74.02 to my credit card on 22nd July
5. Following the above events I took the matter with you and my credit card company and it was agreed during the three way conversation between me, your customer service employee Kate and a lady from the credit card company that upon return of the unwanted bottle you would make a full refund of £150.15.
6. I returned an unopened bottle of Life Cleanse together with the letter (see attachment n2.) by special delivery on 6th August
7. According to Royal Mail confirmation (see attachment n.3), the product and the letter was delivered to you on 7th August
I therefore request you to:
a) Make the full refund of £150.15 to my credit card
b) Confirm that such refund is due to me by virtue of error on your part
c) Confirm that there was no breach of your terms, negligence or error whatsoever on my part and that you will not block my account details and/or make a report to the credit agencies in any form
d) Confirm that no further charges will be made by your company to my credit card
I trust you give this matter your utmost attention I remain,
...
> > From: [email protected]
>
> Dear Customer,
>
> Thank you very much for contacting our customer service at Viv3 Labs.
>
> You did agree to our terms and conditions in which we clearly state all costs and conditions of the purchase. On the other hand we always strive to provide excellent customer service and therefore we prefer not to dispute with our clients. We would like to resolve this issue by granting you a refund for the amount of 118.63USD.
>
> However, issuing this refund implies that you used our services without paying which results in automated block of your account details for our network based on the negligence of a charge you have accepted in form of terms and conditions at the moment of subscription.
>
> If you accept this condition, please contact us back and we will issue your refund.
>
> Best regards,
>
> Viv3 Labs
> Customer Service
> Toll-free UK 08082389891
>
> International Contact Number 44 2031399027
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