AquaLift
Complaint 63324 Details

*I'll tell you how to get your money back at the end.*

Like many people here, I also paid for a sample, only to have unauthorized credit card charges applied to my account; EVEN AFTER I HAD CANCELLED & THEY HAD REFUNDED ME FOR THE FIRST UNAUTHORIZED CHARGES. Now lets say I had failed to read the fine print that warned me about these charges. In that case, I could accept it was my fault. However, I never received the samples! There was no way I could have had a 30-day trial without the samples! Regardless of not having had the sample products for 30 days (in fact, I never received anything, even after they started billing me), they billed me again and again.

The first time I called their customer service, after seeing around $200 of unauthorized credit card charges on my account, the guy tried to give me B.S. about having gone past my 30-day trial period without cancelling. I explained to him that I never received a sample in the first place to even START my trial. He agreed to reset my trial period, which would allow him to refund me the money, at which time I immediately asked him to cancel my accounts with them and to stop any further charges. He agreed and said I would get a confirmation e-mail of cancellation in 24 hours. He also gave me the confirmation numbers for the refunds. I did not receive a cancellation e-mail but I did get my refunds!

Because I got my money back, I didn't think much more of it until... ANOTHER unauthorized charge appeared on my account! I called customer service, and to make a long story short, it seemed the guy I had talked to before hadn't properly processed the cancellation. They refunded me, and this time I got 3 cancellation e-mails for each of their products/accounts. Immediately after I got my refund, I cancelled my credit card account that they had the info for and got a new one. Lesson learned.

Now here's how to get your money back:

1. Call their customer service line. 1 (877) 498-1950. I called at night and always got through no problem.

2. For those of you in my situation, if you never received your samples, tell them that, and ask them to reset your trial period because you never started one! As you would now be within your 30-day trial period, ask for refunds for those unauthorized charges. Make sure you ask for and write down the refund transaction numbers! They do the refund on their end that minute, but the credit card company will take 5-7 days to process it, as they will tell you (I got mine in about 3 business days).

3. CANCEL your accounts with them. Just asking for a refund will not stop the charges! Specifically ask to cancel your accounts for "vita derm, aqualift and rejuveye." If they don't mention a cancellation e-mail, ask for a cancellation e-mail for each account.

4. Check your e-mail account to make sure you get the cancellation confirmations within 24 hours (as they promise).

5. Check your credit card balance to make sure you receive your refunds!

6. As soon as you receive your refunds, and you have your confirmation e-mails, call your credit card company and CANCEL YOUR ACCOUNT. The credit card company will open up a new account for you at no cost and just transfer your balance over. This is the only way to prevent future unauthorized charges from Vitaderm/Aqualift. If you have set up pre-authorized payments for other bills, make sure you make the necessary changes to link those payments to your new account (as these won't get transfered over when you switch credit card accounts).