ComplaintsforAbby Connect

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Unethical company keeps fraudulently charging my credit card after I have requested to cancel multiple times. They refunded the last charge and then I got billed again today. My rep is *******************************. I logged into my account today and my account is still active after canceling a long time ago and after having the last charge refunded and telling them to cancel my account multiple times. I don't want them charging me for any reason moving forward and I want the last $239.00 that was fraudulently charged, refunded.

  Business response

  06/25/2024

  We sincerely apologize for the frustration and inconvenience you've experienced. We take these matters very seriously and are deeply sorry for any distress caused by the situation. 
   
  After you initially requested to cancel your account, an internal miscommunication led to your account not being promptly deactivated due to a reshuffling of responsibilities within our departments. Unfortunately, this resulted in the charges you mentioned. As soon as we became aware of the issue, we immediately refunded the incorrect charge. Additionally, our VP of Operations reached out to explain the situation and apologize for any inconvenience. Our intent was to inform you of what had happened within the company at that time and apologize for the frustration it caused. Along with refunding the incorrect charge, we also refunded an additional three months of charges to acknowledge our mistake. 
   
  We regret that our attempts to resolve this have not met your expectations. We have taken steps to ensure that your account is fully canceled and that no further charges will be applied. 
   
  We understand your frustration and apologize for the oversight. Our intention was never to disregard your cancellation request or to cause you any distress. We value our clients and are committed to improving our processes to prevent such issues in the future. 
   
  Again, we apologize for any inconvenience this has caused you and appreciate your feedback. If theres anything further, we can do to assist or if you would like to discuss this matter in more detail, please feel free to reach out to us directly. 

  Customer response

  06/26/2024

   
  Complaint: 21856584
  
  I am rejecting this response because:

  Abby is still maintaining their horrible, insulting, customer service.

  They asked me what they could do to make it right and I told them and they ignored me and offered something to me that has far less value than the time and frustration they caused me.

  What respectable company would attempt to put their own value on another human beings time? Ill also be leaving many separate, additional reviews based on my interaction with them regarding my experience with them insulting me.

  
  Sincerely,
  
  ***********************

  Business response

  07/03/2024

  Dear ****,

  We sincerely apologize for the inconvenience and distress our internal error has caused you. We have refunded you for the two months you were billed incorrectly, as well as an additional three months to compensate for the stress this billing error has caused.
  

  Once again, we deeply regret this oversight, as high-quality customer service is extremely important to us at ****. We hope this resolution makes up for the time and energy you spent correcting this error and helps you feel whole again.
  

  We are grateful to have had you as a client.
  

  All our best,
  Sincerely,
  Abby Connect

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been paying Abby Connect to answer our phone lines. Over the past few months, Abby Connect has failed to answer many of our calls, picked up our customers' calls and then placed them on hold, and in outrageous instance, told one of our customers to hold on because Abby Connect was overworked and had other more important callers to answer. When we asked Abby Connect about this, we were told that they could not find anything wrong and they refused to review their calls records to examine what THEIR employees had done to our customers. As a minority owned and operated company, we felt that we were being treated particularly poorly because the Abby Connect head of so-called "Customer Success" put the burden and work on us by telling us to send her the specific times of when HER own employees messed up. When we raised these issues, Abby Connect threatened to disconnect our services because of a billing hold. Worse yet, the Abby Connect Vice President even admitted that when other customers have experienced similar issues, the other customers have sent them phone logs of all of the times the Abby Connect has missed up. If the Abby Connect staff is so poorly trained, they should not be in business.

  Business response

  02/06/2024

  Thank you for bringing your concerns to our attention, and we sincerely apologize for the challenges you have experienced with our services. Your feedback is of the utmost importance to us, and we understand the frustration caused by the issues you've outlined. 

  I do, however, want to highlight that we reached out to you multiple times to schedule a meeting and find a resolution, but regrettably our invitations were declined. When investigating our system, we did not find that we missed any calls, all calls rang into our system and were handled by our receptionists as usual. This led us to request any logs or instances you may have encountered, as we were concerned about the possibility of an underlying forwarding issue. Our sole aim was to resolve the issue, and we apologize if our request seemed burdensome. We also observed that out of 25 calls (from November to end of service), our receptionists only placed 7 calls on a brief hold, with two exceeding our preferred duration. 

  We are more than willing to work out any issues and work together as a team to resolve any concern. Had we been able to engage in a conversation to discuss all concerns, I am confident we could have successfully resolved everything. You subsequently violated our expressed terms of service by calling your credit card company and disputing the payment you made for the services rendered. Additionally, per the terms of service, we do not offer refunds. I apologize for any frustration this experience may have caused, and we hope you find a service that better aligns with your business needs. 

  Customer response

  02/09/2024

   
  Complaint: 21142570
  
  I am rejecting this response because this business failed to provide the services for which we paid, which were to answer our customers' calls.  In one example, they put one of our customers on hold because as the customer subsquently told us, he was told a more important call had come in.  This customer ended up not using our services because of this bad experience with Abbey *************************** In other instances, the calls would ring to Abbey ******************** and be sent to voicemail or not answered.  This in turn cost us business from our customers becoming frusturated and not using our services further.
  
  Sincerely,
  
  *********************************

  Business response

  02/26/2024

  Dear *********************************,
  
  Thank you for reaching out with your concerns. We understand the importance of every call to your business, and it is never our intention for you to feel that our service has not met your expectations. We have thoroughly reviewed your feedback in light of our service agreement and terms of service to ensure a comprehensive understanding of your experience.
  
  Regarding your request for compensation due to missed calls, we would like to refer to the specific language in our terms of service under the sections "Cancellations and Refunds" and "Limitation of Liability." As stated:
  
  Our "Cancellations and Refunds" policy clearly outlines that Abby Connect enforces a strict no-refund policy. Once a payment for ************ Services is made, Abby Connect is not obligated to provide a refund for any reason. This policy reflects our commitment to providing continuous, high-quality service to our clients and the significant resources allocated toward this goal.
  
  Furthermore, the "Disclaimer" and "Limitation of Liability" sections detail our stance on service provision, emphasizing that Abby Connect services and all content and functionality are provided "AS IS," without warranty of any kind. It is clarified that Abby Connect will not be liable for any indirect, incidental, consequential, or punitive damages or losses, including lost revenues or profits, irrespective of the theory of liability.
  
  These sections were carefully crafted to set forth clear expectations and understandings between Abby Connect and our clients. They reflect a balanced allocation of risk, which is essential for our ability to make the Services available to you. While we deeply regret any inconvenience you have experienced, our policies regarding refunds and liability for missed calls or potential lost business are explicit and were agreed upon at the initiation of our services.
  
  We are genuinely committed to your satisfaction and are keen to explore how we can improve your experience within the framework of our existing terms. Should there be specific aspects of our service you wish to discuss or suggestions for improvement, please feel free to share. Our team is dedicated to working with you to enhance your experience with Abby Connect.
  
  Thank you for your understanding, and we look forward to continuing our partnership.
  
  Sincerely,
  
  *********************************
  VP of Operations, Abby Connect

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