Contact Active.com Corporate

"ACTIVE Network is the technology leader in activity & participant management software with online registration and event management solutions."

I have begun doing 5K runs in my area (Atlanta, GA) and a lot of them use Active for registration/management. At the start of February 2015, I signed up for a race through them. I am very careful to read through the registration process, because we all know their are always ads to buy more stuff or services. So fast forward to February 28th, I take a look at my bank statement. There is a pending transaction for $64.95 from Active. Unfortunately I noticed this over the weekend, and I'm on the eastern time zone so I was unable to call at that time. I did send an email to their customer support in the hopes I would have an email by Monday morning.

Come March 2nd, I logged onto their website and I was able to take a look at my account and notice that I was signed up for a premium membership. I had no idea what that was, I was able to "cancel" the automatic yearly enrollment, but the charge remained. Where in the world did I sign up for this membership?! After some searching I found their Facebook page. I was surprised to the massive amount of posts they had on their page of other complaining about the same thing I was. There is also some internet sites that peg this as an actual scam. At this point I tried to call their customer service (since they were to be open on the west coast at the time). I was on hold for 1 hour and a half. I had to hang up, I was at work and I had work to do.

I then went on their site again and sent another email to the support team. I wrote that it was urgent they come into contact with me and gave all my contact information. I received an automated email back with a case number and a disclosure saying I will be contacted within 24 hours. I wrote a post on their facebook along with many others. It seemed no one was being helped. In the afternoon, there was a reply to my post from Active, that said to please send them a private message to address issues I was having. I sent a direct message right away and thanked them for getting back to me. I spoke too soon.

I also tweeted at them, they also replied that I should direct message them but I replied back saying I had yet to get a response. I received no other replies. It is now March 4th and I gave up on waiting. I filed a dispute with my bank and they have started an investigation into the charge. With the amount of people on their facebook and people on twitter I think it's important people are VERY careful when they have to sign up for races through this company. I wish I could just not use them but A LOT of events in this area use them so it's almost avoidable.