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Tainster (1)

Roberto281 (0) 12-28-12  01:35am
No Badges TRUST USER?   YES (6), NO (0)

Cancellation Instructions Are False

If you follow the cancellation instructions on either the website or the email you receive when subscribing, you cannot cancel.

The cancellation instructions on both the website and in the email I received when I signed up are false.

The email I received states: "To cancel the account please go to the cancel link on our member pages." The link on the tainster.com website is to epoch.com. So I tried to cancel via epoch.com - no record found. The tainster.com site states "Please visit EPOCH.COM, our authorized sales agent," Both the email and the site instructions are false. Epoch is NOT tainster.com's authorized sales agent and it did NOT bill my credit card. Ph-ent.com billed my credit card, and there's no way to cancel via Ph-ent.com.

I tried going to Ph-ent.com to cancel and that leads to a site that only allows the user to ask a question by filling in his name and email address on a web form - no direct cancellation is possible at that site.

I sent an email to tainster's support address and requesting a cancellation and an explanation of the misleading cancellation instructions for publication on TBP. I did get a email confirming the cancellation but no explanation of why the cancellation instructions are false.

Epoch is a trusted billing with a very easy web-based means of canceling. Tainster.com is tricking customers into believing a well known and reliable billing company will be handeling the charge when in fact it uses some obscure biller with no web-based means of cancellation.

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Comment Replies (10)

Replies to the user comment above.

Msg # User Message Date

1

Capn (28) That sounds very dodgy to me.

Well worth while avoiding these folk then.

Thanks.

Cap'n. :0)

12-28-12  02:38am

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2

gaypornolover (38) A well-written and very useful warning. I hope you stick around on the site and write us some reviews! Welcome to the site.
12-28-12  04:51am

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3

International M (19)
Webmaster
Please allow me to explain how this is working.
We DO use Epoch for billing and we also use VXSbill.com
You joined tainster through VXSbill, and if you like to cancel you can visit this page;

http://www.tainster.com/main/help

There you see a big link to this page;

http://askmaxx.net/

where you can cancel easily.
Because we offer both billing solutions we have to do it like this. If somebody joins through Epoch, they can cancel here;

https://epoch.com/nl/index.html

I hope this explains everything well to you. We are a straight and honest company and we don't play any tricks with our customers. Feel free to contact me directly if you have any further questions.

Best regards,
Dennis
dennis AT sansyl.nl

12-28-12  06:50am

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4

International M (19)
Webmaster
I hope that everything is solved this way....
12-28-12  06:50am

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5

Marcus (45) REPLY TO #3 - International M :

To be fair to potatohead, that page is quite misleading.

It says on there several times that the billing agent is Epoch and doesn't make any reference to VXSbill. I would have thought it would have said under billing on the left "If you joined via Epoch, click here, or if you joined via VXSbill, click here" as it makes it obvious that there are two billers.

I know it's mentioned on that FAQ page, but I must admit it wouldn't have necessarily occurred to me to look there, particularly as the Help page does imply there's only one biller.

Hope you don't think I'm having a go or ganging up on you, I just thought you might appreciate input from the point of view of a browser :)

12-28-12  07:04am

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6

International M (19)
Webmaster
REPLY TO #5 - Marcus :

Hey Marcus,

I will try to make some changes to make it more clear for our customers.
Thanks both of you for your input. We try to improve our sites every day, and I put this on the list to make these changes..

Best regards,
Dennis

12-28-12  07:25am

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7

Marcus (45) REPLY TO #6 - International M :

Thank you for taking my feedback as it was intended, and happy to hear you're considering refining that page.
12-28-12  07:31am

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8

International M (19)
Webmaster
REPLY TO #7 - Marcus :

Hey there,

I just wanted to let you know that we rebuilt the pages like I promissed you before.
On this page, you can find everything you need;

http://www.tainster.com/main/help

I hope you like the new setup!

Greetz,
Dennis

03-08-13  01:57am

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9

Marcus (45) REPLY TO #8 - International M :

Great work, Dennis, I'm sure potatohead will be happy to hear this too - great example of listening to members' feedback.
03-08-13  09:27am

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10

International M (19)
Webmaster
REPLY TO #9 - Marcus :

I am glad you like it!
03-11-13  02:04am

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