Gate.com Informative - Failed to cancel my account when requested
I signed up for service through gate.com. When speaking to the sales person, I made it abundantly clear that I needed a very specific service. the sales person assured me that there would be no issue and that gate.com could provide the needed service, and that if gate.com could not they would cancel the account with no charges. I spent a couple of hours working with tech support and getting nowhere. I then stated that I was not going to invest anymore time and would like the account canceled. There was some hesitation on their part, some argumentation, and then the comment "ill cancel the account." Several months later I reviewed my account to find that I had been charged continually months after the "cancellation". I spoke with Gate.com and they said that there is no evidence of my request for a cancellation in their notes, and therefore they would not refund me. They further stated that there is a specific department I needed to request (billing I believe) to effectively cancel the account. I stated that it is not my responsibility to understand or know how the company handles cancellation requests. Rather, it was the responsibility of whoever I was speaking with to transfer me to the proper account. I then let them know I would pass the issue along to my credit card company (chase) for their mediation. Chase credited my card to the disputed charges a couple weeks ago. Today 7/9, i received a letter from RMCB collection agency (New York) demanding $19.90. I attempted to contact RMCB but it was purely automated. I did, however, select the "cancellation" option that apparently "updated my records" with the collection agency. Note that beyond those first few hours of attempting to setup the account, I never again used it. To date, since I challenged the charges with Chase, gate.com never contacted me asking for the payment of 19.90. I assume that my credit card company won out in disputing the charges, and gate.com reacted by sending me directly to a collections agency.
I have also referred this matter to the Better Business Bureau (they have 7 complaints on file with the BBB in the last 12 months)