ComplaintsforVerv Inc.

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Initial Complaint
10/10/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been charged 3 times now, August, September and October for a Verv charge in the amount of $29.99 each, that I NEVER signed up for. I never even downloaded this app. I have no idea what it is or why its being charged. Ironically three different card numbers show up on my bank statement, there is only one of those that I recognize. I will be disputing all the charges with my bank today! ******.
Business response
10/11/2024
Hello,

I appreciate your email and want to address your concern promptly.

The User purchased a monthly premium subscription to our Weight Loss Walking app on July 8, 2024. We granted the customer premium access immediately after the purchase and sent them login credentials and purchase details as soon as the purchase was completed (creds info attached).

Our records indicate that the customer received all requested services and the transaction occurred based on a request for services opted by the customer. The User installed our Walking app, version 5.37.2 on the Apple iPhone 15 Plus phone on July 8, 2024 5:02:50.977 PM UTC, from the United States using IP address 174.211.233.159.

Before confirming the purchase, our platform displays the terms and conditions of the subscription, as well as the total charge. By proceeding with the purchase, it indicates the agreement to these terms, including the automatic renewal feature unless the subscription is canceled.

We do not process unauthorized charges. Before any purchase, we clearly display the subscription terms and cancellation policy. Additionally, we send detailed information regarding the subscription to customer email. Based on our records, all information was provided to the customer.

Nonetheless, I have canceled the subscription and can confirm that there will be no additional charges in the future.

If you have any further questions, you can always contact us at support@verv.com.
Customer response
10/11/2024

Complaint: 22400023

I am rejecting this response because it’s a bold face lie. I downloaded weight loss walking by slim kit and immediately deleted the app when it said there was a subscription price. The only other subscription to an app I had was for Lose It and I cancelled that subscription prior to it renewing.
I want a refund of the 3 months I was charged for that I knew nothing about. Thank you

Sincerely,

Amanda Johnson
Business response
10/14/2024
Dear Amanda,

According to your activity history, you did start the first workout in the app. Please note that deleting the app does not cancel the subscription. You could have canceled the subscription within the app or by contacting support.

That said, I have processed a refund for the most recent payment, as it falls within our refund policy. Unfortunately, I cannot process refunds for the other payments as they do not qualify under the refund policy. You can expect to receive the refund within 5-10 business days.

If you have any further questions, feel free to reach out.
Customer response
10/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22400023, and find that this resolution is satisfactory to me.

Sincerely,

Amanda Johnson
Initial Complaint
10/04/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This company has repeatedly charged me $29.99 since June 2024 and I want my money back. I cancelled before the free trial ended and just noticed the charges. I am going to continue to file complaints until I get my money returned after these unauthorized charges.
Business response
10/07/2024
Hello,

I appreciate your email and want to address your concern promptly.

The User purchased a monthly premium subscription to our Weight Loss Walking app on June 3, 2024. We granted the customer premium access immediately after the purchase and sent them login credentials and purchase details as soon as the purchase was completed (creds info attached).

Our records indicate that the customer received all requested services and the transaction occurred based on a request for services opted by the customer. The User installed our Walking app, version 5.37 on the Apple iPhone 12 Pro phone on June 3, 2024 2:04:10.935 PM UTC, from ***************** using IP address ***********.

Before confirming the purchase, our platform displays the terms and conditions of the subscription, as well as the total charge. By proceeding with the purchase, it indicates the agreement to these terms, including the automatic renewal feature unless the subscription is canceled.

We do not process unauthorized charges. Before any purchase, we clearly display the subscription terms and cancellation policy. Additionally, we send detailed information regarding the subscription to customer email. Based on our records, all information was provided to the customer.

I can't find any record of a user cancelling a subscription in our systems. Also, I can't find a single request from a user to our support to cancel a subscription. Nonetheless, I have canceled the subscription and can confirm that there will be no additional charges in the future.

If you have any further questions, you can always contact us at ***********************************
Initial Complaint
10/03/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
A transaction for $41.55 to Verv ********* was just charged to my credit card and I have checked all my apps and do not have any subscriptions set up for this amount. I would like this refunded.
Business response
10/04/2024
Hello,

I appreciate your email and want to address your concern promptly.

The User purchased a monthly premium subscription to our Weight Loss Walking app on September 3, 2024. We granted the customer premium access immediately after the purchase and sent them login credentials and purchase details as soon as the purchase was completed (creds info attached).

Our records indicate that the customer received all requested services and the transaction occurred based on a request for services opted by the customer. The User installed our Walking app, version 5.38 on the Apple iPhone 14 Pro Max phone on September 3, 2024 12:51:55.265 PM UTC, from ****** using IP address ***************.

Before confirming the purchase, our platform displays the terms and conditions of the subscription, as well as the total charge. By proceeding with the purchase, it indicates the agreement to these terms, including the automatic renewal feature unless the subscription is canceled.

We do not process unauthorized charges. Before any purchase, we clearly display the subscription terms and cancellation policy. Additionally, we send detailed information regarding the subscription to customer email. Based on our records, all information was provided to the customer.

Nonetheless, I have canceled the subscription and can confirm that there will be no additional charges in the future.

If you have any further questions, you can always contact us at ***********************************
Customer response
10/04/2024

Complaint: 22375378

I am rejecting this response because: I have checked all my subscriptions and purchases in my phone and no walking app is in there. I attached pictures. I also checked my credit card and there is a payment for September 2024 and for October 2024. I would like both payments refunded back and do not authorize anymore payments to be taken. If I would have purchased this app subscription it would show up on my account subscription information.

Sincerely,

***** ********
Business response
10/07/2024
Hello,

Thank you for your message. Id like to clarify that your subscription was purchased through our website, which is why it does not appear in your phone's subscription section. You can check the status of your subscription by logging into your account in the Walking by Slimkit app.

This subscription is linked to your web account, and it's important to note that our system cannot process orders without user authorization. Before confirming the purchase, our platform clearly displayed the subscription terms, including the total payment amount. By proceeding, you agreed to these terms, which also included the auto-renewal feature unless the subscription was canceled.

Additionally, our records show that the app was installed on your device following the purchase. We understand there may be some confusion, and were here to help resolve this issue.

Regarding your request for a refund, I can issue a refund for the October transaction, as it falls within our refund policy. However, Im unable to process a refund for the September payment, as it does not meet the criteria outlined in the policy you agreed to before completing the purchase.

If you have any further questions or need additional assistance, feel free to reach out. We're here to help!
Customer response
10/10/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
please note I would like whatever subscription you have on file cancelled and no more payments to be taken. Thank you for refunding the October one.

Sincerely,

***** ********
Initial Complaint
10/01/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I added a walking app and did not realize that I would be charged $29.99 a month. I never use the application, and want this cancelled right away. I have been charged June, July, August and September. Please do not charge me again. Thank you.
Business response
10/02/2024
Hello,

I appreciate your email and want to address your concern promptly.

The User purchased a monthly premium subscription to our Weight Loss Walking app on June 10, 2024. We granted the customer premium access immediately after the purchase and sent them login credentials and purchase details as soon as the purchase was completed (creds info attached).
Before confirming the purchase, our platform displays the terms and conditions of the subscription, as well as the total charge. By proceeding with the purchase, it indicates the agreement to these terms, including the automatic renewal feature unless the subscription is canceled.

We do not process unauthorized charges. Before any purchase, we clearly display the subscription terms and cancellation policy. Additionally, we send detailed information regarding the subscription to customer email. Based on our records, all information was provided to the customer.

Nonetheless, I have canceled the subscription and can confirm that there will be no additional charges in the future.

If you have any further questions, you can always contact us at support@verv.com.
Initial Complaint
09/16/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
There is a $***** charge on my bank account which I didn't authorize. I don't believe I've ever even visited the website until I looked them up on the BBB to find out Who Verv is and Why they charged my account. Only to find 13 CONSECUTIVE CHARGES @ ***** = $389.87. *yes shame on me for not catching this sooner. I want a FULL refund. I don't know how my account was accessed, but I did NOT authorize this service or charge. I have never heard of VERV
Business response
09/17/2024
Hello,

I appreciate your email and want to address your concern promptly.

The User purchased a monthly premium subscription to our Weight Loss Walking app on September 16, 2023. We granted the customer premium access immediately after the purchase and sent them login credentials and purchase details as soon as the purchase was completed (creds info attached).

Our records indicate that the customer received all requested services and the transaction occurred based on a request for services opted by the customer. The User installed our Walking app, version 1.0.1 on the ******* Galaxy A53 5G phone on September 16, 2023 2:32:59.266 PM UTC, from ***************** using IP address *************.

Before confirming the purchase, our platform displays the terms and conditions of the subscription, as well as the total charge. By proceeding with the purchase, it indicates the agreement to these terms, including the automatic renewal feature unless the subscription is canceled.

We do not process unauthorized charges. Before any purchase, we clearly display the subscription terms and cancellation policy. Additionally, we send detailed information regarding the subscription to customer email. Based on our records, all information was provided to the customer.

Nonetheless, I have canceled the subscription and can confirm that there will be no additional charges in the future.

If you have any further questions, you can always contact us at ************************************************************.

Best regards,
Customer response
09/19/2024

Complaint: 22291797

I am rejecting this response because: I did not sign up for this APP - nor did I access this app at anytime. I DO NOT download apps that require purchases. I use mainly stick to open source software. I show nothing in history transaction or subscriptions on ******. This app is not on my phone not in my search history. I searched Verv in all my emails - no record. I contacted the bank. Canceled my debit card and filed a dispute with **********. Once I realized Verv charged me monthly for a year.
Sincerely,

***** ****
Business response
09/19/2024
Dear *****,

We understand your concerns, and we appreciate your feedback. As mentioned previously, based on the evidence we provided, the subscription was purchased and confirmed under your account. Please note that we do not charge users without their authorization, and before confirming any purchase, the full details, including the automatic renewal, were presented.

The subscription was for the Walking by Slimkit app, not Verv, which may explain why you didnt find records under Verv. Since this matter involves a dispute with your bank, we recommend continuing that process for further resolution.

If you need any additional information from our side, feel free to reach out.
Initial Complaint
09/16/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 9/15/2024 my debit account was charged $39.99 by Verv ********* for something I never subscribed to or authorized payment for. This is a hack and I want my $39.99 back immediately and my information purged from this fraudulent companies records.
Business response
09/17/2024
Hello,

I appreciate your email and want to address your concern promptly.

The User purchased a ******* premium subscription to our Weight Loss Walking app on June 16, 2024. We granted the customer premium access immediately after the purchase and sent them login credentials and purchase details as soon as the purchase was completed (creds info attached).

Our records indicate that the customer received all requested services and the transaction occurred based on a request for services opted by the customer. The User installed our Walking app, version 1.0.9 on the ******* Galaxy S23 phone on June 16, 2024 1:12:50.675 AM UTC, from ***************** using IP address ************.

Before confirming the purchase, our platform displays the terms and conditions of the subscription, as well as the total charge. By proceeding with the purchase, it indicates the agreement to these terms, including the automatic renewal feature unless the subscription is canceled.

We do not process unauthorized charges. Before any purchase, we clearly display the subscription terms and cancellation policy. Additionally, we send detailed information regarding the subscription to customer email. Based on our records, all information was provided to the customer.

Nonetheless, I have canceled the subscription and can confirm that there will be no additional charges in the future.

If you have any further questions, you can always contact us at ************************************************************.

Best regards,
Customer response
09/17/2024

Complaint: 22291037

I am rejecting this response because there is no phone number or clear way to cancel the subscription and want a refund of the $39.99.

Sincerely,

******* ******
Business response
09/18/2024
Dear *******,
You had several ways to cancel your subscription:
1. In the app, under **More - Manage subscription**.
2. Via the help article on our website: (*************************************************************************************************************).
3. By contacting our support team at ********************************** or ************************************.

Nevertheless, we have already refunded $39.99 to you. Please allow 5-10 business days for the funds to appear on your card.

Let me know if you need any further assistance!
Initial Complaint
09/16/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I recently received a charge from VERV *********. I have no pending apps or subscriptions to this company. My card was somehow charged $29.99 for it. I see the same scenario has happened multiple times with this company. Please stop them from doing this.
Business response
09/17/2024
Dear Better Business Bureau,

Thank you for bringing this matter to our attention. We take these complaints seriously and are committed to resolving them promptly.

To effectively investigate and address this issue, we need additional information from the consumer. Specifically, we require:

- The email address associated with the subscription, or any other email that might be linked to it.
- The last four digits of the credit card used for the transaction.
- The card brand ****** MasterCard, ****************, or another).

The email provided in the complaint, *********************** does not match any records in our system. This additional information will help us locate and verify the transaction more accurately.

We appreciate your assistance in obtaining this information. Once we have the necessary details, we will promptly investigate and work towards a resolution.

Thank you for your cooperation.
Initial Complaint
09/12/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Fraudulent charge on my daughter's card and she is a minor. None of us own ***** phones and none of us has EVER used a Waking nor Weight Loss App of any kind. This is a fraudulent charge and I expect it resolved quickly, or I will seek class action baed on other complaints and my Bank's information. Email me for transaction information so that yoou can refund the charge.
Business response
09/13/2024
Dear Better Business Bureau,

Thank you for reaching out and bringing this complaint to our attention. We take such matters seriously and aim to resolve them promptly.

To investigate and address this issue effectively, we need more specific information from the consumer. The key identifier for our subscriptions is the email address used during the subscription process. Unfortunately, the email provided in the complaint, ************************ does not match any records in our system.

We kindly request that you ask the consumer to provide the email address associated with the subscription or any other identifying information that could help us locate the transaction in question. Without this information, we are unable to find or verify the subscription or transaction details.

We appreciate your assistance in facilitating this request. Once we have the necessary information, we will promptly investigate and work towards a satisfactory resolution for the consumer.

Thank you for your understanding and cooperation.
Customer response
09/13/2024

Complaint: 22275430

I am rejecting this response because there is no associated email address because the charge is fraudulent. I am not signed up for any Verv service or product. The charge occurred 9/12 on card ending in 3098.

Sincerely,

**** *****
Business response
09/16/2024
Hello,
We still cannot locate any subscription under the details you've provided. Could you please confirm if your card is a ***** **********, ****************, or another type? Additionally, would you be able to share screenshots from your bank statement showing all the subscription charges? I understand we are asking for a lot of information, but this is necessary to manually search through all transactions. Any additional details would greatly help us in resolving this matter.
Thank you!
Customer response
09/17/2024

Complaint: 22275430

I am rejecting this response because: you will not find record of any subscription because this is a fraudulent charge. There is no subscription to anything there is no record of any subscription to anything. I am very leery to give my credit card details to a company that is capable of fraudulent charge. You must offer another way to resolve this.

Sincerely,

**** *****
Business response
09/18/2024
Dear ****,

We understand your concerns regarding sharing your card details. However, without the necessary information to identify the transaction or subscription, we are unable to assist further.

If you believe this is a fraudulent charge and do not wish to provide your card details, we recommend contacting your bank and requesting to block or cancel your card. This action will stop any further charges associated with this transaction.

Thank you for your understanding.
Initial Complaint
09/10/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was charged $21.99 by Verv from *********, **. Verv does not show up on my ****** Play subscriptions, and I do not have a Verv app downloaded on any device in my household. I do not appreciate this way of doing business, and hope we can come to some kind of resolution as soon as possible.
Business response
09/11/2024
Hello,

I appreciate your email and want to address your concern promptly.

The User purchased a monthly premium subscription to our Weight Loss Walking app on May 10, 2024. We granted the customer premium access immediately after the purchase and sent them login credentials and purchase details as soon as the purchase was completed (creds info attached).

Our records indicate that the customer received all requested services and the transaction occurred based on a request for services opted by the customer. The User installed our Walking app, version 1.0.6 on the ******* Galaxy S24+ phone on May 10, 2024 10:30:04.463 PM UTC, from ***************** using IP address *************.

Before confirming the purchase, our platform displays the terms and conditions of the subscription, as well as the total charge. By proceeding with the purchase, it indicates the agreement to these terms, including the automatic renewal feature unless the subscription is canceled.

We do not process unauthorized charges. Before any purchase, we clearly display the subscription terms and cancellation policy. Additionally, we send detailed information regarding the subscription to customer email. Based on our records, all information was provided to the customer.

Nonetheless, I have canceled the subscription and can confirm that there will be no additional charges in the future.

If you have any further questions, you can always contact us at ************************************************************.

Best regards,
Initial Complaint
08/23/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
A debit card charge in the amount of $29.99 was charged to my account from ********************** - I cancelled this app months ago in the app. I opened the app to see if I made a mistake, and nope - it definitely says I was already cancelled. I would like the money refunded and no further charges or contact from this company.
Business response
08/26/2024
Hello,

I appreciate your email and want to address your concern promptly.

The subscription was only canceled by the user on August 23, after being debited on the same day. However, we issued a refund for this transaction on August 24. I am attaching screenshots of the confirmation.

If you have any further questions, you can always contact us at **********************************.

Best regards,

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