Proactiv Solution (by Guthy Renker – Rodan & Fields) miami…

I made an initial order with Proactive and was charged March 11th 2010 in the amount of 29.95 and received my package March 15th. Two weeks later a charge was made to my account in the amount of 37.94 for an additional package that I did not request. I immediately called on March 30th to see why I would be charged for another shipment two weeks after my initial shipment. I was informed that the charge was for a shipment that I should receive in2- 3 weeks. Note: On my invoice the information indicates that I should be charged for a club membership shipment the week of April 5, 2010. However the invoice also states that because I ordered online that I would need to go to the proactive website to activate my club membership account. I informed the representative that I never signed up or activated the automatic shipments. The representative told me that I should not have been charged and that the charge would be cancelled, the membership would be cancelled and no further charges would be posted to my account. She informed me that if the shipment was delivered to simply return to sender. On April 8th I saw that Proactive had charged my account again for 37.94 and I called customer service. The representative assured me that that this was a preauthorization and that the charge should not post to my account. IT POSTED TO MY ACCOUNT. This charge resulted in my rent check being returned and me being assessed the following fees: overdraft from the bank, late fee from the rental company, and a return check fee from the rental company. I called two times to speak to representatives (Jared and Sally) to avoid this situation and each time I was assured that no charges would be posted to my account. In both calls I requested to speak to a supervisor but was not put through to a supervisor because the representative assured me that the situation was handled and I would not receive any charges. On March 9th after the charges were posted and my account was overdrawn I was finally connected to speak to a supervisor (after 3 unsuccessful attempts). The Supervisor told me that a refund for the 37.94 was put in on April 8th after my last phone call to them disputing the charge and I should see that refund reflected on my account in 5-7 days. I informed the supervisor (Dawn) that the problem is that I was told two separate times that my account would not be charged and it was charged and this charge resulted in my account being overdrawn. The supervisor told me that I could fax in a billing dispute detailing the situation. I am writing this letter on April 9th after getting off the phone with your representatives. I have been charged two times for a shipment that I never requested and as of today have still never received.

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