Before You Start
- File at bbb.org/file-a-complaint
- Select the appropriate category (usually "Billing/Collection Issues")
- Copy/paste the narrative below into the complaint description
- Be specific about what resolution you want
Template
NATURE OF COMPLAINT: Billing/Collection Issues
COMPANY:
[COMPANY NAME]
[COMPANY ADDRESS]
COMPLAINT DESCRIPTION:
I am filing this complaint regarding unauthorized charges from [COMPANY NAME] totaling $[TOTAL AMOUNT].
BACKGROUND:
On [DATE], I [DESCRIBE ORIGINAL SERVICE/MEMBERSHIP]. [DESCRIBE ANY AGREEMENTS MADE]
THE PROBLEM:
On [DATE], I [DESCRIBE CANCELLATION OR WHEN PROBLEM STARTED]. Despite this, the company has continued to charge my [PAYMENT METHOD]:
- [DATE]: $[AMOUNT]
- [DATE]: $[AMOUNT]
- [DATE]: $[AMOUNT]
Total Unauthorized Charges: $[TOTAL]
ATTEMPTS TO RESOLVE:
I have tried to resolve this issue directly with the company:
1. [DATE]: [DESCRIBE CONTACT - phone/email/in-person]
Response: [WHAT THEY SAID/DID]
2. [DATE]: [DESCRIBE SECOND CONTACT ATTEMPT]
Response: [WHAT THEY SAID/DID]
DESIRED RESOLUTION:
I am requesting:
1. A full refund of $[TOTAL] for all unauthorized charges
2. Written confirmation that my account has been closed
3. Assurance that no further charges will be made to my account
DOCUMENTATION:
I have documentation including:
- Bank statements showing the unauthorized charges
- [CANCELLATION EMAIL/CONFIRMATION IF AVAILABLE]
- [CORRESPONDENCE WITH COMPANY]
I am willing to provide copies of all documentation upon request.
This business practice of continuing to charge customers after cancellation is unacceptable and I am seeking BBB's assistance in resolving this matter.
Next Steps
- BBB forwards complaint to company within 2 business days
- Company has 14 days to respond to BBB
- If unsatisfied with response, you can reject and request further mediation
- Unresolved complaints affect the company's BBB rating
Tips for Success
- BBB is not a government agency. But companies care about their rating and often respond quickly.
- Check their existing complaints. Mention if you see a pattern of similar complaints.
- Be specific about resolution. Don't just complain - state exactly what you want.
- Respond to their response. If the company's response is unsatisfactory, reject it and explain why.