CoolHandle.com
Complaint 168475 Details

I signed up for 2 online business that had a 60 day trial period. I signed up on 09/07/12 & 09/10/12,$262.80 on each occasion, a total of 525.60.I sent them a request to cancel 1st on 09/14/12 and I got an email to login to their website and go to my product and click on the cancel button because that's the only cancellation request they are going to honor. I did exactly what they told me. I got an email telling me that they received the cancellation request and that "Cancellation requests are handled in the order in which they were received" So I waited,when I did'nt hear anything from them, I contacted again about the cancellation. They acted as if it's the first time I was asking for cancellation.They told to go "my product" on their web site and click the cancel button and when I explain that I was following up on the request I made on 09/14/12. I got several emails from a Adam R.and Max R. requesting I give it a little longer.I explained that I had cancelled the 2 internet programs, the reason why I had bought hosting from Coolhandle in the first place,and have no further use for their services. That I just want to completely cancel & refund of my money. I have since sent request at least 4-5 times since, I also resent every e-mail or confirmation of service tickets I have submitted twice in the last couple of weeks.

On 10/12/12 Adam R. Sent me the Following email:

Adam R
Oct 12 (5 days ago)

to me
Julette,

Each time you wrote us requesting cancellation of your account, we replied with detailed instructions on how to cancel account to the Terms of Service you agreed to. In each response we included this statement "DUE TO SECURITY REASONS, WE WILL NOT TERMINATE ANY SERVICE WITHOUT THE CANCELLATION FORM BEING SUBMITTED WITH THE PROPER INFORMATION. WE CANNOT ACCEPT YOUR CANCELLATION REQUEST BY ANY OTHER METHOD OTHER THAN THE CANCELLATION FORM."

You did not submit the cancellation form until the 31st day of service, which is outside of the money back guarantee period. Unfortunately, we cannot offer you any full or partial refund since your account is outside of the money back guarantee period.

For details about our terms of service, please visit:
http://www.coolhandle.com/company/legal/terms-of-service/

Please let us know if you still would like us to terminate your account. If we do not hear back from you, we will consider that you would like to continue this service.

Thank you for your understanding,

Adam R.

Ticket Details
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Ticket ID: CSI-443656
Department: Cancellation
Priority: Low
Status: Pending

The following is a copy of my cancellation Request sent on 09/14/12:

Existing Cancel Request:

A cancellation request for the following service exists:

Commission Cash Code Pro [v1] - coolelectronicsage.com was submitted on 2012-09-14 12:07:06 PST.

We have received your cancellation request. Cancellation requests are handled in the order in which they were received. To follow up on your cancellation request, please respond to the original cancellation ticket.

I paid up hosting for 2 years in advance and they are telling me that they will not refund the unused portion of the money I paid nor will they honor my cancellation request that was made 7 days after purchase.These people are ripping me off.They stole my money. Please help me recover my loss.