Complaints

This profile includes complaints for Tightrope Interactive's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tightrope Interactive

  520 3rd St., Ste 201 Oakland, CA 94607

• 

  Tightrope Interactive

  248 3rd St Oakland, CA 94607

• 

  Tightrope Interactive

  248 3rd St., #312 Oakland, CA 94607

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started a free trial on October 24, 2024 with Fax.Live, but they in turn charged my bank account ****** with my authorization. The charge was only to happen if I didnt cancel the free trial. There was no number to call and obtain my funds back. I put in several tickets through their only way of contacting by email. there was ticket number ticket ID ***** and ticket number ID ***** . there has not been a response. I also emailed directly the support help desk at ******************************************** but there was no response. The amount was taken by **** ending 2801 through the means of my cash app. Cash app Identifier #JCPB3ESQM I can not afford to not have my money, and I have given them my phone number and no one has called me.

  Business Response

  Date: 10/24/2024

  Hello,

  I have cancelled the pre-authorization amount of $119.88 for this free trial user. As stated on the payment page, "We may put a temporary hold on your preferred payment method up to the full amount of the selected plan. For more information, please consult with your financial institution." Cash App Pay pre-authorizes for the full amount ($119.88 for a year in this case). However, the money isn't captured by us until after the free trial ends, which doesn't appear to be the case for this free trial user as they started their free trial on Thursday, October 24, 2024. At no time were any funds transferred to us because the user started their free trial today, Thursday, October 24, 2024. The user could have cancelled their free trial from the "Settings" page of their account at *******************************************.

  We had not yet replied to this free trial user because the earliest records of them emailing and calling us are from Thursday, October 24, 2024. (This response to the BBB compliant is also being written on Thursday, October 24, 2024.) Our payment processor's estimate of the time until Cash App Pay releases the pre-authorization is "a few days". We recommend contacting Cash App Pay support (*********************) if their hold hasn't be released by next week. Please email ************************** and reference ticket #***** (sic, a third ticket number associated with one of the free trial user's phone calls from today) in the unlikely event Cash App Pay support requests additional evidence that our payment processor cancelled the pre-authorization on Thursday, October 24, 2024.

  Thank you for your patience and apologies for any misunderstanding.

• Initial Complaint

  Date:06/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Started a free trial. They automatically signed me up for a 1 year subscription, gave me no way to cancel the subscription through their website. The buttons to contact them on their website don't work. They don't have a phon number. They do not respond by email. I disputed the charge with my bank, and they apparently responded to the bank, but have never responded to my email. I tried to send one fax with their system but it was never received by the recipient.

  Business Response

  Date: 06/06/2024

  Hello,

  I have preliminarily reviewed our email customer support (ContactUs@*********************** history (ticket #*****) with ****************. The first email I am able to locate is dated April 10 2024. A customer service representative sent a reply on April 11 and set his subscription to cancel at the end of its annual term (ending April 10 2025). **************** replied on April 13. We replied again on April 14. There is no record of further email communication from **************** until today, June 6 2024, when he emailed ****************** to inform us about this BBB complaint.

  **************** filed a dispute with his bank on April 20. Our payment processor expects a response from his bank in approximately 7 business days or approximately June 13 2024. I will follow-up on this case ASAP after receiving the bank response which is needed to determine the best course of action. Unfortunately, our payment processor prevents us from interacting with a customer's credit card transaction while it is undergoing bank review.

  I apologize that I am unable to provide a faster outcome due to the amount of time that has elapsed since April.

  -**************

  P.S. Our email address, ******************, is prominently linked on our website  ***************************************. Our phone number, ***************, is included on our email receipts. One can cancel their free trial or subscription via their Fax.live Settings while signed in at *******************************************.

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21813488
  
  I'm not necessarily "rejecting" the response, but I only have the option to reject the response or close out the case. I see you are saying you need to wait until the bank has processed the dispute.

  As you can see from my screenshot, I have never received a response to any of my emails. Perhaps you sent them, but I did not receive them. I prefer to use email so there is documentation of communication instead of phone calls.

  I received notice from my bank that the dispute was rejected yesterday so perhaps you can process the refund now.

  I don't know why it has been this hard though. If you are business that is going to offer free 7 day trials and then automatically charge a whole year for a service, you are going to expect upset customers. You didn't send me a message with information on when and what you were going to charge me. You just did it. And then I immediately reach out to you and I get no response to multiple emails. What do you expect? The simplest thing would have been to just refund my money when I asked. Otherwise, this sure looks like an illegitimate business just trying to scam people out of one year's service. Especially considering the one fax I tried to send was never even received! I had to go to a *** store and send it for them to receive it. 

  So let's get this resolved by you processing the refund and then we can move on. 

  Sincerely,
  
  *****************************

  Business Response

  Date: 06/11/2024

  Hello,

  According to our payment processor, ******************** bank rejected his dispute, as they are returning the disputed amount back to our account. Regardless, I have requested a full refund of $119.88 be issued to the credit card (x1448) originally used to register for the Fax.live trial. This amount should appear back to the card within 510 business days, potentially on the later end in this exceptional case.

  Please email ******************, reference customer support ticket #***** and my name (*****) if the $119.88 credit is not received on the x1448 card after 10 business days. I apologize for the wait. The length of time depends on how fast ******************** bank returns the funds to our payment processor (because they allegedly rejected his dispute) and then our payment processor returns the funds back to his bank again (because I initiated a full refund).

  Thank you for your patience and using the BBB to help facilitate a resolution.

  -**************

  Customer Answer

  Date: 06/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday April 26th I used this service to send a free fax. I was asked for credit card but never presented a charge. Yesterday, May 3rd I got an invoice from them for $119.88. I contacted them immediately and they responded by saying they would investigate, a few hours later they determined I owed the money. Prior to contacting them I tried logging into the website and was not able to, I requested a password reset, I never received it. I mentioned this when I contacted them and I'm still not able to log in and never got the reset email. This seems to be their practice. I informed them that I intend to dispute this charge with my CC company.

  Business Response

  Date: 05/06/2024

  The customer created a free ***** trial account with a credit card on April 26, 2024. They did not cancel it online nor by contacting Fax.live prior to May 3. They contacted Fax.live customer service via email after their free trial expired on May 3. A Fax.live customer service representative (CSR) replied to the customer on May 4. The customer replied May 4 to the ********************** CSR that they will dispute the charge. The Fax.live CSR replied again on May 4 offering a prorated refund given the customer's usage of the service to-date. I am unable to locate any other communication from the customer since May 4 other than this complaint to the BBB.

  As a one time courtesy, I have issued a full refund to the customer, which should be seen on their recent credit card transactions within 510 business days (often sooner). Thank you for resolving this matter using the BBB.

  Customer Answer

  Date: 05/09/2024

  Better Business Bureau:
  

  I did not find a response on this page, however, the business has refunded me.

  What is still maddening to me is this simple function, PC fax should be as easy as scanning and emailing.  The fact that it is not opens unsuspecting consumers susceptible to this predatory practice.

  At the very least this business should REQUIRE a positive action from me before charging the $120.  But I'm sure not doing so is a part of their business model and there is nothing "Better" about it.

   I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent a fax using their service online. They required me to provide credit card information, stating trial period would expire on April 3rd. They charge me on April 3rd (instead of waiting until after the trial period fully expired). I was NOT able to log into their website. I still can't log into their website to effecitvely cancel. I sent them three emails informing them I wanted to cancel. They have not responded even though I used the email address from which they sent the invoice and this same email is listed on their invoice.I am deaf and do not use the phone. I am asking for your help in getting a refund. I have disputed this charge on my credit card, however my bank does not have all the information they need. See attachments. I appreciate your help.

  Business Response

  Date: 04/22/2024

  Hello,

  Thank you for bringing this matter to our attention. (We did not receive the first BBB notice.) We are investigating this matter and expect to respond to the BBB by the end of this business week, Friday, April 26, 2024likely earlier. Please ask the customer to hold off on initiating a chargeback, as doing so will place the decision to credit her in the hands of her bank, which will likely take longer than if we find cause for a refund.

  Thank you for your patience while we investigate this matter!

  -***************************,
  Fax.live, a Tightrope Interactive business

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21567497
  
  I am rejecting this response because: the matter is not yet resolved, as they are requesting additional time to investigate. We can review once we receive a more direct response.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/23/2024

  Hello,

  As a courtesy one-time exception to our Terms of Service (************************************************), we have issued a refund in the amount of $119.88 back to the customer's Mastercard. Please allow at least one business week for the refund to appear in recent credit card transactions. Email [email protected] for follow-up or any future concerns.

  Fax.live and PDF.live free trials last for their precise advertised duration. For example, a free 7-day trial started at noon on April 23 would expire at noon on April 30, as opposed to midnight on May 1.

  We appreciate that the customer chose to resolve this matter without filing an unnecessary chargeback with their bank and hope that this matter has been resolved to the satisfaction of all parties (after the customer is able to verify the refund with their bank, of course).

  Thank you!

  Customer Answer

  Date: 04/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  The terms could be made explicitly more clear for future consumers. As well as the timeliness of their email monitoring. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had looked online for a good application to covert docs and spreadsheets to pdf formats and found this company which offered a free conversion service. When I reviewed my credit bill this month I was startled to see that this company had charged for an ongoing yearly subscript which I had never authorized. When I contacted the company by email (the only way I could contact them since they provided no phone number) they sent a response back telling me how I could cancel the subscription. The instructions they gave, however, put me into an endless loop. In other words, I could not cancel the account given their instructions. I then wrote back indicating the problem and they responded saying "We use a third-party payment processor - in this case, PayPal - for all of our trials, transactions, and charges. We do this so we use a trusted source to manage anything relating to payments and take that completely out of our hands. We have hundreds of subscribers daily who use PayPal to successfully manage their trials and subscriptions. "It looks like the payment is currently under dispute. Unfortunately while in dispute I do not have access to the funds to issue a refund. We will have to wait until PayPal finishes its dispute process for any further steps."In other words, I am being stonewalled.

  Business Response

  Date: 12/20/2023

  Hello,

  I located PDF.live email support (**************************) ticket #**** that was opened by ****************** on Dec. 3, 2023. A ******** customer service representative replied to him within 24-hours and provided instructions for how to cancel his ******** subscription and request a refund. ****************** subsequently replied on Dec. 4 indicating that he was unable to follow the instructions and shared his plans to report ******** to the BBB and FTC.

  According to PayPal, ****************** filed a dispute with PayPal on Dec. 3, 2023 for the ******** transaction he placed on Nov. 23, 2023. We will not contest this dispute. PayPal has already withheld the funds from our account. We expect that PayPal will eventually refund ****************** after they complete their investigation. I believe this matter could have been resolved more expediently had ****************** contacted ******** prior to filing a dispute with PayPal, as we are now both subject to PayPal's timetable for issuing a refund to him.

  If possible, please send any follow-up correspondence directly to me at ******************************

  Thank you!

  -******************************, Tightrope Interactive, **** (********)