I have already sent a complaint to the BBB but I will try to include everything again. I purchased the at hone job information from this company on 02/14/10 for $197.00 plus $14.95 shipping. There was another $3.95 additional fee for what I have today been told was for CDss that I never requested or received and I have been told that both the shipping and CD cost are nonrefundable. When I called to cancel the information due to illness, I spoke with Franci at the above phone number and she assurred me that I would get a FULL refund. I have multiple sclerosis and had a relapse requiring hospitalization that day. I then called on 02/18/10 and spoke with Jennifer to let her know that I had returned the information via UPS and they had charged me $9.97 to ship it. I was told just to write "return to sender" on the envelope and give it back to the UPS people. No fee was discussed. I received an email on 02/23/10 that it had been delivered back to the company. I called them today to ask why my account had not been credited and I spoke with Mark who informed me that it takes 7-10 days for a refund and all I would be refunded was the $197.00. After 20 minutes of discussing their awful customer service practices and scamming me, we just hung up the phone on each other. There was no resolution as of that time and there has still been no resolution. I am holding off on reporting fraud to my back until the end of this month but that is all. Then it will be reported.