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Initial Complaint
11/15/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I started a Proactiv subscription for my teenager in January 2022, which was linked with auto payment to my ****** account. In September 2022 (after monthly payments and sporadic, unreliable shipments) I canceled the subscription. My cancellation email stated I still owed $19.97 on my account. In October 2022 an auto payment of $9.99 was charged to ******, and in November 2022 an auto payment of $9.98 was charged to ******. Those two payments satisfied the $19.97 remaining balance. About a month ago, more than TWO YEARS after cancellation I received a notice from a collection agency claiming I owe money to Alchemee / Proactiv for $38.28. Of course I assumed it had to be a mistake. I paid off my $19.97 balance, and I have not heard from Proactiv at all since I canceled in 2022. I have not received an email, a phone call, or a paper bill. My ****** account (which was linked to my Proactiv account) has not been billed again. I have heard absolutely nothing from them regarding this alleged past due balance until I got this notice from a COLLECTION AGENCY. I have spoken to customer service regarding this issue multiple times, and they keep parroting the same response to my questions which provides no real answer to my questions, and no resolution (other than to pay the balance I do not believe I legitimately owe and have been provided no proof of). I have asked to speak to their supervisor and the supervisor was "not available." The absolute best case scenario here is this is horrible, predatory business practice. And at the worst this is outright fraud. I will be sure I tell every person I know to NEVER buy this product.
Business response
11/20/2024
Hello ********,

Thank you for reaching out and for your patience as we reviewed your account. We appreciate you for resolving the previous balance. Please rest assured that your account with us now reflects a $0.00 balance.

We deeply regret any confusion or inconvenience caused by the collection notice. We are actively investigating this matter to ensure this does not happen again.

Thank you for understanding, and we value your feedback.

Best regards,

******* R
Corporate Escalation
Proactiv
Customer response
11/20/2024

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
11/14/2024
Complaint Type:
Billing Issues
Status:
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.
Similar to other complaints you received I also received a notice in the mail and now text messages from "Credit Collection Servies" informing me of a debt that I owe to ALCHEMEE, LLC (FORMERLY THE PROACTIV COMPANY). The letter states that I owe $98.82 from 2022.Furthermore they are now offering me a "discount" on the debt if I go online and pay it now. I believe this is illegitimate as I have not been a customer of ********************** during the time mentioned and feel they are trying to get my info and money. I do not appreciate the time on task spent here or the worry of its impact to my credit which I am vigilant about. I would appreciate some guidance on resolve as could not get the support from Proactive directly in sourcing this either.
Business response
11/15/2024
Hello ********,

Thank you for bringing this to our attention. Please be assured that your credit will not be affected, as neither we nor the collections agency report to credit bureaus. We will remove the balance of $98.82 from your account. Kindly disregard any further communication from the collection's agency, as these emails are automatically generated.

Best regards,

******* R
Corporate Escalation
Proactiv
Initial Complaint
11/12/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My recent experience is just like the previous complaints almost to a T including the time frame. I had an account with *********************** that I opened up in 2021 I believe. I cancelled my account 12/2023 via online chat. I took a screen shot of the end of the chat stating the account was closed and there was a $0 balance. 09/27/24 I received a letter from a collection agency saying I owed Proactive/Alchemee $29.95 from 04/30/22, over 2 years ago. Yesterday, I received a text from the agency to collect. I called them and said I dispute it. Proactive had my card # to charge and at that time, I know we had the money so it wouldn't have declined. I never received late statements and I continued to receive product. Why would I receive product if there was a failed payment? The lady told me I had to provide documents showing it was paid. I told her all I had was a screen shot from the chat stating it was cancelled with a 0 balance. I called Proactive and spoke with someone. Told them the same thing I told the agency, they had my card # for payments and I had the money and I have never received statements stating it was declined. The *** said the payment declined in June (I thought it was April) and they have not received payment. I asked why I was told there was a 0 balance if it really wasn't. He said by that time, the balance of $29.95 had gone to collections, so it was showing $0. He said now they are with a new collection agency and they are recovering outstanding balances. He tried explaining to me that they were just collecting and it wasn't going to harm my credit. I told him I know what collection agencies are for, but I didn't owe that amount. I asked to speak with a supervisor and he put me on hold. He came back and said they were on another call and I would get a call back. I said I'd hold and he said they were going to call back. It's now the next day and no call. This is happening to a lot of people with the same experience from them. This needs to be investigated.
Business response
11/13/2024
Hello ******,

Thank you for bringing this to our attention. Please be assured that your credit will not be affected, as neither we nor the collections agency report to credit bureaus. We will remove the balance from your account. Kindly disregard any further communication from the collection's agency, as these emails are automatically generated.

Best regards,

******* R
Corporate Escalation
Proactiv
Customer response
11/13/2024

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
11/11/2024
Complaint Type:
Billing Issues
Status:
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.
I keep getting messages like this for Alchemee which I havent used in many years and have not received anything directly from Proactive:This message is from CREDIT COLLECTION SERVICES (a debt collector) offering to resolve the balance of $67.88 due ALCHEMEE,LLC, (FORMERLY THE PROACTIV COMPANY) at a discounted amount of $54.30. You can pay by calling ************ or by visiting ***************************. Reference File #***********.
Business response
11/13/2024
Hello Zoe,

Thank you for bringing this to our attention. Please be assured that your credit will not be affected, as neither we nor the collections agency report to credit bureaus. We will remove the balance from your account. Kindly disregard any further communication from the collection's agency, as these emails are automatically generated.

Best regards,

******* R
Corporate Escalation
Proactiv
Initial Complaint
11/10/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I randomly received a text message this evening from credit collection services This message is from CREDIT COLLECTION SERVICES (a debt collector) offering to resolve the balance of $22.94 due ALCHEMEE,LLC, (FORMERLY THE PROACTIV COMPANY) at a discounted amount of $18.35. You can pay by calling ************ or by visiting ***************************. Reference File #***********. Thank you. To opt out, reply STOP.I have not once received an email or letter from Proactive stating I owe any balance. Also, they had my credit card on file for autopay when I was a subscriber. I dont know if this is a scam or legit. If its legit, then I feel this is really sucky business since I wasnt even notified of a balance due. I take my credit very seriously, and now Im worried my score will be affected.
Business response
11/11/2024
Hello *********,

Thank you for bringing this to our attention. Please be assured that your credit will not be affected, as neither we nor the collections agency report to credit bureaus. We will remove the balance from your account. Kindly disregard any further communication from the collection's agency, as these emails are automatically generated.

Best regards,

******* R
Corporate Escalation
Proactiv
Customer response
11/12/2024

Complaint: 22538213

I am rejecting this response because: the balance still shows due on my account Customer Number : ******. I do not want to accept this response and then the balance remain and I still be in collections. Also, how do I know this will not happen again?

Sincerely,

********* ********
Business response
11/20/2024
Hello *********,

Rest assured the balance has now been removed; the balance is now of $0.00 on your account.

Best regards,

******* R
Corporate Escalation
Proactiv
Customer response
11/22/2024

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
11/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I received a collection letter that states I owe $141.05 as of February 10, 2022. I did not receive any Proactive product that I did not pay for in advance. I cancelled my subscription and the product stopped coming. Any item I ever buy is paid for before it is shipped to me.
Business response
11/11/2024
Hello ******,

Thank you for bringing this to our attention. Please be assured that your credit will not be affected, as neither we nor the collections agency report to credit bureaus. We will remove the balance from your account. Kindly disregard any further communication from the collection's agency, as these emails are automatically generated.

Best regards,

******* R
Corporate Escalation
Proactiv
Initial Complaint
11/09/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Much like other commenters, I recently received a notice in the mail from **************************** informing me of a debt that I owe to ALCHEMEE, LLC (FORMERLY THE PROACTIV COMPANY). It states that I owe $44.85 from 3/4/2022. I was not made aware by Proactiv that I owed this amount (and whether I truly do at this point). I stopped using Proactiv due to the product not making a difference for my skin. Prior to that, while I was receiving their products, they had my credit card number on file for automatic payments. All payments were successfully made to my knowledge. If there had truly been a charge due, why has it taken years to be notified? It is extremely frustrating that they have now sent me to "collections" without notifying me. I have never been sent to collections before, and I have never gone without paying my bills. This is extremely upsetting, and I would like to appeal this charge and have it removed. I believe this to be an error on their end, likely due to their new system they implemented back then. I do not want this to affect my credit report/score. Thank you.
Business response
11/11/2024
Hello McKayla,

Thank you for bringing this to our attention. Please be assured that your credit will not be affected, as neither we nor the collections agency report to credit bureaus. We will remove the balance from your account. Kindly disregard any further communication from the collection's agency, as these emails are automatically generated.

Best regards,

******* R
Corporate Escalation
Proactiv
Customer response
11/11/2024

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
11/05/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I recently received a text that read "This message is from CREDIT COLLECTION SERVICES (a debt collector) offering to resolve the balance of $49.45 due ALCHEMEE,LLC, (FORMERLY THE PROACTIV COMPANY) at a discounted amount of $39.56. You can pay by calling ************ or by visiting ***************************. Reference File #***********. Thank you." This alleged bill is from August 22, 2021. I have had several shipments since then. When I contacted Proactiv about it in April of 2024, they said they forgot to charge my card on file. That is not my fault. I was so upset with their poor customer service that I cancelled my subscription after 19 YEARS! I would like to reactivate my subscription, but not until this is resolved. Thank you.
Business response
11/11/2024
Hello *******,

Thank you for bringing this to our attention. Please be assured that your credit will not be affected, as neither we nor the collections agency report to credit bureaus. We will remove the balance from your account. Kindly disregard any further communication from the collection's agency, as these emails are automatically generated.

Best regards,

******* R
Corporate Escalation
Proactiv
Customer response
11/11/2024

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,

******* A ****
Initial Complaint
11/03/2024
Complaint Type:
Billing Issues
Status:
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.
I received a notice in the mail at the end of September 2024 regarding my proactive account being sent to collections for a charge of approximately $25.00. I stopped my subscription in September of 2023. They had my credit card information so why a year later am I being told Ive been sent to collections!
Business response
11/05/2024
Hello Ashlee,

Thank you for bringing this to our attention. Please be assured that your credit will not be affected, as we dont report to credit bureaus. We will remove the balance from your account. Kindly disregard any further communication, as these emails are automatically generated.

Best regards,

******* R
Corporate Escalation
Proactiv
Initial Complaint
10/30/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received a notice in the mail from "Credit Collection Servies" informing me of a debt that I owe to ALCHEMEE, LLC (FORMERLY THE PROACTIV COMPANY). The letter states that I owe $104.26 from 1/13/2022. I spoke directly with a Proactiv representative when ordering products from Proactiv a few months later. I never received notification of an outstanding bill, which I still doubt. Its suspicious that any such outstanding bill would have gone unnoticed because they had a dysfunctional website. I suspect the bill is illegitimate and simply a fishing expedition. I also wonder if this would have happened if I had continued to purchase their product. The fact that I need to file this complaint is quite frustrating, especially for a transaction from two and a half years ago. The company informed me that they couldnt do anything about this charge and that it wouldnt affect my credit. Im sorry, but I dont trust the company, and this shouldnt be allowed. I want this charge reversed with no impact on my credit. No one should have to deal with this type of harassment.
Business response
11/05/2024
Hello *****,

Thank you for bringing this to our attention. Please be assured that your credit will not be affected, as neither we nor the collections agency report to credit bureaus. We will remove the balance from your account. Kindly disregard any further communication from the collection's agency, as these emails are automatically generated.

Best regards,

******* R
Corporate Escalation
Proactiv
Customer response
11/05/2024

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,

***** ******

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