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My experience with De Meridian has been nothing short of disappointing, and despite my efforts to resolve issues amicably, the company has failed to provide a reasonable decision regarding my refund request since November 7.
Contract Violations:
* Delay in Welcome Kit Email: The company misspelled my email address, preventing me from receiving the Welcome Kit within the specified 48 hours. Despite my spouse receiving the email, the contract clearly states that the "Subscriber" is a person, not a couple (I signed as the Subscriber during the enrollment). This oversight constitutes a breach of contract, as they failed to deliver on even the smallest details.
* Non-receipt of Subscription Cards: Despite 15 working days passing since the payment date, the company failed to mail any subscription cards as outlined in the contract. The introduction of an E-CARD, not mentioned in prior communications, after my complaint further highlights their failure to fulfill contractual obligations.
Claims:
* EMI Plan: During the product presentation and initial customer service call, they assured us that someone from their bank partner would contact us to process our initial payment into an EMI plan, with reversal within 7 days. However, after raising a complaint, they falsely claimed that their bank partner had attempted to contact us, an assertion contradicted by our call logs. No evidence was presented from their side. We received communication from their bank partner 18th of Nov which was 9-10 working days post payment date and their bank partner claims we answered his call on the 14th of Nov which was incorrect.
* Deceptive Website Customer Reviews: Investigation revealed that the customer reviews section on their website contained stock photos falsely portraying them as actual customers. Despite claiming these were user-generated, they refused to provide login credentials for verification. The website's HTML codes showed the photos were intricately coded, contradicting their claim of dynamic user-generated content.
Despite clear contract violations and misleading claims, De Meridian continues to evade responsibility and refuses to issue a full refund. With these issues arising within the first month of our subscription, it's alarming to consider what else they might violate in the remaining three years of the contract. Sadly, they've lost our trust, and we demand a full refund.
Watch out for their bragging about a 4.5 Google rating, claiming they're the best in their field. Even though they say negative reviews aren't from their customers, most of the 5-star reviews lack decent content. We want a full refund.
Desired outcome: We demand a full refund
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Your response indicates a lack of records or recollection of my experience and challenges in verifying my identity. This is deeply concerning and raises questions about the efficiency of your internal processes. To assist you in recalling our case more vividly, I have attached an image displaying a segment of the welcome kit email sent to us, featuring the payment date and last 4 digits of our subscription number.
I would like to emphasize the gravity of our concerns and the substantial impact it has had on our experience as customers. The provided evidence, along with our persistent communication, should serve as a foundation for a more comprehensive understanding of our situation.
If your business is indeed operating legitimately, it is expected that you have the means to handle cases such as ours with more efficiency and competence. I urge you to reevaluate the handling of our case and kindly request a more thorough and expedited investigation into the matters at hand.
