Chris N.

I initially became aware of InstantCheckmate.com in 2015 through an online pop-up ad and decided to explore the product. I was curious about the information available (which ultimately seemed pretty limited relative to what you can find on your own). I provided my VISA debit card # because they did not accept American Express, my only other card. I just recently learned that my VISA card has been debited $28.85 every month since initially trying their service, for each of the past 50 months, for a total charge approaching $1,500. I'm a senior citizen who watches my expenditures carefully, so this was quite upsetting. I used their product for less than ONE hour on ONE single occasion in 2015. I pursued resolution on this by calling Customer Service. After waiting on hold for a Customer Service Representative, she explained that renewal notice emails are sent out monthly. Yet, I never received a single renewal notice or email to make me aware of the ongoing charges. In following up with another call to another Customer Service Rep (more time waiting on hold), I was told that at the time of my use of their service in 2015 the company was not yet in the practice of issuing renewal notices. Why on earth would they not include all prior users on these renewal emails when they finally decided it was the right thing to do? They had my email address.

If you look at the company's landing page today there is no visible indication that this is a subscription service. The pricing speaks of 1,3, or 6 month memberships. If you know enough to look really hard at other secondary pages on their website there is a single brief, almost hidden mention about automatic renewal. Why not make this evident on your landing page in a more visible manner? Most elderly people are familiar with magazine and newspaper subscription models that send you a renewal notice if you want to continue receiving their products. Those types of reading material do not just "automatically" renew. Judging by similar online reviews that I've recently Googled on this company, their product offering is misleading to many other people as well. Is Instant Checkmate oblivious to these reviews? Why have they never become more transparent?

The final point I'd like to make, which is like rubbing salt into the wound, is that while they've been debiting my VISA card for $28.85 per month, the current 1 month membership is $6.00 less. Even if people wanted to renew their service, they'd want to do so at this cheaper rate, not $6 more per month. Keep in mind that these types of practices are likely being carried out on 100's of thousands of citizens. I pursued resolution of these charges through the Customer Service 800 #. They initially offered me a refund for a measly $115, which they then increased to paltry $173. After speaking to a Customer Service Supervisor they increased the refund to an embarrassing $346 (on almost $1,500 of hidden and what I consider fraudulent charges). I asked Customer Service, is this fair? The Rep replied, "No, however, that is the most that our system will allow me to refund." The "SYSTEM". Yet, their system was perfectly capable of charging me into perpetuity until who knows when, every month at the highest membership price! This is BULL$#*!.

I was then told to write an email to the Customer Service Technical Support group who would contact me. I was led to believe that they would call me and that there was good hope that they could do more for me. I took the time to write them a clear and full description of what had occurred. No one ever called to speak further. I did receive a short email reply saying that they were "unable to do more for me". The Founder/CEO of this company which is based in San Diego should be concerned that people have such strong and vehement views of being unfairly treated and misled. STAY AWAY FROM THIS COMPANY AND IT'S PRODUCTS AND SERVICES! Their business model is a SHAM!