Complaint Review: Guthy-Renker Corporation - Palm Desert California

From: Jacqueline Delisle

To: Rip Off Reports, Guthy-Renker Corporate Headquarters, Sheer Cover, Vitapower, Sovereign Bank, Lowell, Massachusetts Police Department Chief Edward Davis, Massachusetts State Police, Attorney General Thomas Reilly, Federal Trade Commission Consumer Response Center, Federal Deposit Insurance Corporation, Division of Compliance and Consumer Affairs, United States Postal Inspection Service, Equifax, Trans Union, Experian,

Re: Guthy-Renker Illegal Marketing Practices

Cramming of unauthorized product charges, bank fraud, larceny, conspiracy, money laundering, identity theft, credit fraud and mail fraud.

To Whom It May Concern,

May 23, 2004.

On December 19th 2003, I placed a telephone order in the amount of $29.95 for a 30-day supply of Sheer Cover Makeup. The product was purchased with the Visa aspect of my debit card. During the order process the sales representative announced the transaction would be recorded to ensure quality assurance & accuracy. I agreed to the recording and she proceeded to place the order, all the while trying to sell me additional products. I declined, stating I did not want any other offers. Four to six weeks later I received my 30-day supply of Sheer Cover Makeup.

January 8th, 2004 GRC*VITAPO (Vitapower Vitamins) check card purchase #152690 in the amount of $4.99 charged to my account.

January 14th, 2004 GRC*SHEER (Sheer Cover) check card purchase #953422 in the amount of $35.90 ($29.95 + $5.95 Shipping) charged to my account.

January 26th, 2004 GRC*VITAPO (Vitapower Vitamins) check card purchase #231302 in the amount of $26.95 charged to my account.

February 17th, 2004 GRC*SHEER (90-day supply Sheer Cover) check card purchase #550255 in the amount of $37.90 charged to my account. ($29.95 + $7.95 Shipping) charged to my account.

February 24th, 2004 GRC*VITAPO (Vitapower Vitamins) check card purchase #020028 in the amount of $26.94 charged to my account. Sovereign Bank charges incurred: Insufficient Funds Fee $25.00 + Sustained Overdraft Fee $5.00 = $30.00

March 16th, 2004 GRC*SHEER (Sheer Cover) check card purchase #303447 in the amount of $29.95 charged to my account.

March 25th, 2004 GRC*VITAPO (Vitapower Vitamins) check card purchase #033711 in the amount of $26.95 charged to my account.

March 25th, 2004 Total charged by Guthy-Renker $189.58

April 6th, 2004 while going over my bank statement I came across two suspicious transactions that I did not recognize. One listed as GRC*SHEER* and GRC*VITAPO. I contacted Sheer Cover 800-506-6281(IA)

The first representative I spoke with was Shantelle Bender. She went in to this big spiel about how sorry she was for Guthy-Renker charging me for additional products that I did not order. She explained I was mistakenly given a 90-day supply of Sheer Cover, billed in three installments of $29.95 = $89.85 + 7.95 Shipping = $97.80

Hmm, how can that be when the only order I placed was for $29.95 + $5.95 shipping = $35.90 on Dec 19th?) The order itself was not placed until Jan 7th, 2004.

She instructed me to return the item in order for her to credit my account. I explained I never received the product, but did receive a package containing vitamins that I never ordered. She became extremely nervous and advised me to contact Vitapower at 888-848-279 because she could no longer assist me.

After a total of 32 minutes on the phone I thanked her, although disgusted and frustrated. I hung up and called Vitapower at 888-848-2797.

I spoke with customer service representative Tenisha. She told me she could only credit my account if I returned the previous order of vitamins dating back to December. I asked how Vitapower received my personal information including account information to charge for products that I never ordered nor received. She told me that Vitapower & Sheer Cover are subsidiaries of Guthy-Rinker and when I placed my order, I must have ordered additional products during the recorded transaction. I told her to listen to the recorded transaction because that would prove that I ordered no such thing. I told her I remembered what I ordered and I refused to argue any further. I hung up with Tenisha only to call back and speak with another representative.

I spoke with customer service representative Darnel. I explained to him the above referenced matter. He said he was sorry and continued to explain how the sales representatives were very pushy to make a sale, and that's why I was charged for additional products that I did not order. I asked him if these were common practices of the company, because according to law these practices are illegal. He told me he would not be able to credit my account unless I could return the previously sent items. I explained to him that the only orders I received were one thirty-day supply of Sheer Cover and a box of Vitamins.

I could see I was getting nowhere with this representative as well. I asked to be escalated to an account manager. I spoke with Stephnie Carrol. She was condescending, sarcastic and downright abusive. She blamed me for not checking my bank statements prior to these incidents. I explained I had just become aware of the scam. She agreed to credit my account, stating, when you return the shipment of vitamins, you'll receive a credit for the products, but not the shipping costs because it is against Guthy-Renker policy to refund shipping costs, regardless of the circumstances.

I demanded my money be returned immediately, because I never agreed to purchase any additional products, which can be proven from the tape-recorded transaction on Dec 19th. She told me I would be receiving a confirmation follow up letter in the mail in regards to the charges and credits to my account. To date, I have received no such letter from Guthy-Renker.

She further instructed me to send copies of my bank statement proving personal & credit information, proof of Insufficient Funds & Sustained Overdraft Fees, and proof of money withdrawn with a sworn affidavit attached implying I did not order the additional products.

April 8th, 2004 my account was credited $153.68, less $35.90.

April 13th, 2004 I filed a complaint with a Sovereign Bank Representative at the Sovereign Bank located at: 555 Chickering Road North Andover, MA 01845. During this meeting I advised the representative of the problems associated with Guthy-Renker Corporation. I explained that my SSDI Disability Benefits are directly deposited in my account, and that closing the account would affect my ability to receive funds for the upcoming month thus causing a financial hardship. She advised me to close the existing Sovereign Visa/Debit Card and just issue a new Sovereign Visa/Debit Card to the existing checking account. I asked her if obtaining a new card would prevent further charges from Guthy-Renker Corporation. She advised me as long as I changed the card number further charges could not occur.

When she did a further investigation. She also noted I had two open checking accounts, when in fact I only have one. She advised me that she would delete the suspicious account, and notify the Sovereign Visa/Debit Card Fraud Department. To date, I have not received a status response from Sovereign Bank.

May 12th, 2004 GRC*SHEER (Sheer Cover) check card purchase #542495 in the amount of $37.90 charged to my account (90-day supply of Sheer Cover).

May 20th, 2004 the postal worker delivered the shipment. I told her that I did not order this product and to please write return to sender on the box and ship it back to Guthy-Renker Corporation.

Cost of product originally: $29.95. Lost: $30.00 + $35.90 + $37.90 = $103.80

June 3rd, 2004 Telephone Conversation with North Andover Sovereign Bank Representative.

Today I called and spoke with the same representative that assisted me on April 13th. She acted surprised when I asked her about the status of the Visa Dispute form. She explained she had not notified the Sovereign Visa/Debit Card Fraud Department because she was waiting for documentation from me, plus a police report before she could notify the proper departments.

Upon leaving the office on April 13th, she told me the proper departments had been notified and I would be receiving correspondence with regards to this issue. I thanked her and hung up extremely angry and frustrated. I in turn went to the Lowell Police station, filed a report and proceeded to the Lowell Sovereign Bank location.

June 3rd, 2004 Meeting at Lowell, Massachusetts Sovereign Bank location. Today I spoke with yet another Sovereign Bank Representative explaining the ongoing illegal activity of Guthy-Renker Corporation. I explained the incident at the North Andover, Massachusetts Sovereign Bank location. During the representative's research of my checking account, it was noted that a dispute was never entered on April 13th and that the last transaction conducted by Guthy-Renker was against the closed Sovereign Visa/Debit Card on May 12th.

I asked how that happened. The representative called another department and requested information. They explained that because I had previously ordered a product with my Sovereign Visa/Debit Card that I automatically gave the company prior authorization to make deductions at will. (In other words, when ever they wanted)

The Lowell, Massachusetts Sovereign Bank Representative explained that the North Andover, Massachusetts Sovereign Bank Representative should have closed my checking account and opened a new one. I told her well, what has been done and what has happened are two different things. What I wanted to know was how was Guthy-Renker Corporation able to access my checking account number and charge me yet again for a product that I didn't order? Also why did Guthy-Renker Corporation charge me again when they were notified of this illegal activity on April 6th, 2004? HMMM!!

The Lowell Sovereign Bank Representative explained there would be a freeze put on the account and a Visa Dispute form submitted for the May 12th $37.90 charge. The Lowell Sovereign Bank Representative explained I would be receiving a response within ten days business days for this dispute.

June 11th, 2004 Six business days later, I received a letter from the Sovereign Bank Visa CheckCard Disputes Department, notifying me that my account had been credited $4.00 on 6-9-2004. The letter further apologized for any inconvenience. The amount credited was not correct nor did an individual sign the letter, it was rubber-stamped signature.

June 23rd, 2004. Received letter from the Guthy-Renker Corporation Director of Customer Service Tim Courture.

See Guthy-Renker letter dated June 23rd, 2004. The letter stated out of concern for you as a customer, we have credited back all monies you paid to Guthy-Renker Corporation.

First I didn't pay Guthy-Renker Corporation anything. They repeatedly withdrew money from my checking account without my knowledge or consent, for products I never ordered or received. The letter further stated that from Guthy-Renker Corporation records it is difficult to determine whether or not you received your first 30-day supply of Sheer Cover, so we have processed a credit for this order as well. While I appreciate this letter Mr. Courture, and the additional credit for my initial order of a 30-day supply of Sheer Cover Makeup, it does not obliterate the illegal activity conducted by Guthy-Renker Corporation and their legal obligation to abide by both federal and state consumer laws.

In this letter, Mr. Courture you briefly explained in a nutshell that unfortunately due to my complaint being brought to light almost four months after my initial order that the telephone recorded transaction on Dec 19th, is no longer available. You stated you wanted to make sure I've been properly credited for all charges. To confirm the charges, you outlined each charge and date within your letter.

I wish it were that simple to determine whether or not I've been reimbursed. Since the last Sovereign Visa/Debit Card transaction on May 12th, 2004 by Guthy-Renker Corporation, I have not seen any reimbursements. I am still waiting for my $37.90 for the May 12th, 2004 transaction.

I have no solid evidence proving such monies having been refunded. I have repeatedly got the run around from both Sovereign Bank and Guthy-Renker Corporation.

I've had serious problems with my banking intuition since Guthy-Renker Corporation fraudulently obtained funds from my account. Like Guthy-Renker Corporation, Sovereign Bank hires individuals who do not conduct themselves in a professional businesslike banking manner. The repercussions of these actions are the poor consumer such as myself who are repeatedly directly to contact someone else or some other division.

June 30th, 2004 Lowell, Massachusetts Sovereign Bank Meeting. Today I stopped into the bank to ensure my SSDI Disability Benefits would in fact be deposited to the account. Because there was a freeze on the account to prevent Guthy-Renker Corporation from withdrawing further funds, the Sovereign Bank Representative had to write to a specific department to request that the deposits be allowed to post to the account. I spent an hour at the location while these procedures were conducted. Finally I was told everything was all set, and that I would be able to withdraw my money on July 2nd, 2004.

July 2nd 2004 I called the Lowell Sovereign Bank Representative in the morning to find out if the funds had posted to the account. I was told, yes, you can come in anytime today to withdraw your funds and close your account. I thought great. Otherwise if I had closed the account sooner my SSDI Disability Benefits checks would have been sent back to the Social Security Administration thus causing an extreme monthly financial burden of trying to survive and provide for my dependant, while I worked out the details of receiving my benefits by other means.

I went to the location around quarter of six evening time, and withdrew the funds. There were no refunds reimbursed from Guthy-Renker Corporation included in this withdrawal.

July 9th 2004 I called the Lowell Sovereign Bank Representative to talk to her about the Visa Dispute form submitted on June 3rd, and the bogus letter I received from the Sovereign Visa/Debit Card Fraud Department on June 11th. Our discussion about the matter quickly changed to my withdrawal on July 2nd. I was told that the funds I withdrew from my checking were not available and somehow there was a mix up. I was told the direct deposit was rejected and returned on July 7th to the Social Security Administration. (Meaning Sovereign Bank wanted their money back)

July 12th 2004 Today I contacted the Social Security Administration to advise them of the current matter. I was advised that the funds from July 7th had not been returned to the Social Security Administration. I put both Sovereign Bank and the Social Security Administration in touch with each other, because I've had enough. Because of Guthy-Renker, this is the s**t that I've had to deal with, and I'm not dealing with it anymore. I will update further when I find out additional information.

As usual I have to do all the legwork because someone somewhere is not doing his or her job and or has not followed the proper procedures regarding fraudulent activity. Have we forgot that I'm the consumer that has been a victim of cramming of unauthorized product charges, bank fraud, larceny, conspiracy, money laundering, identity theft, credit fraud and mail fraud? This is why I will never order another product from Guthy-Renker nor will I EVER be a Sovereign Bank customer again.

Hopefully a report to the (NCPS) National Check Protection Service will not be entered against me, since it's the banks fault for not following there own procedures and ensuring funds availability.

Stay tuned; there is more to come about Guthy-Renker Corporation.

Jacqueline

Lowell, Massachusetts
U.S.A.