Andale accidentally billed some customers in September for services they did not order. On September 1, the company launched a new product by combining two existing research services into one. How to Sell previously cost $3.95/month, and Price Finder cost $3.95/month. Andale merged the two and is charging $7.95/month for the new offering, called Research.
But Dan Russo, Customer Operations Manager, said Andale accidentally charged over 2,000 customers $7.95 by grabbing a wrong data set in their customer database.
One former Andale customer wrote, "It just irks the daylights out of me to suddenly receive an email announcing that I am on the hook for a monthly fee unless I decide to decline the service. I haven't done anything with Andale in several months."
After a few customers contacted the company, Russo said they realized their mistake. They are going through their database analysis and will start issuing refunds Tuesday. They hope to be done by Wednesday, but are certain they will be finished by the end of the week. He said they are deeply apologetic for the mistake.
http://www.andale.com
