FAQ

Questions and answers.

If something is not covered here, write to us and a person will reply.

How CallRed works

Who actually receives my complaint?: We write to executive customer service contacts: manager-level people whose job is to resolve escalated cases, not the front-line queue you have already been through. Our directory tracks those contacts by company and is maintained by hand.
What happens if the company ignores the first message?: We follow up on a schedule: a polite reminder on day 4, a firmer follow-up on day 8, and a final notice on day 12. If there is still silence, we escalate to the next contact up the chain, typically VP-level or corporate. Every step is logged in your case.
Do you guarantee a resolution?: No, and you should be wary of anyone who does. We cannot force a company to act. What we can do is make sure the right people see a clear, documented complaint and keep pressing until you tell us it is resolved. On paid cases, if the company gives no substantive response within 30 days of sending, you receive a full refund.
How is a case marked resolved?: Only when you confirm it, or when our staff verifies a concrete outcome such as a refund issued or a charge corrected. A reply from the company is not a resolution on its own and never closes your case automatically.
How long does it usually take?: It depends on the company. Some respond within days; others require the full follow-up and escalation cycle. You can watch the timeline in your account at every stage.

Is the first case really free?: Yes. Your first case is complete and free, with no credit card required. It goes through the same process as a paid case.
What does the 30-day guarantee cover?: On paid cases, if the company gives no substantive response within 30 days of our first message being sent, we refund the full amount. For Plus members, one such case refunds the annual charge.
Can I pay monthly?: No. Plus is $60 per year, billed annually. There is no monthly option and no prorated refund if you cancel mid-year.
When am I charged for a single case?: At submission, once your case is complete and you choose to send it. You are not charged while drafting.

Why do I have to verify my phone and email?: Verification is how we keep spam, fake complaints, and harassment off the service. Companies answer us because our cases are real. You verify once; it is not repeated for later cases.
Will you ever ask for my Social Security number or a password?: Never. If a case seems to require sensitive identifiers, we will tell you how to reference them without disclosing them. Our staff tooling flags any case containing this kind of data so it can be removed.
What do you do with my documents?: They are stored privately, used only to support your case, and shared with the company only when you have included them for that purpose. We do not sell data or share it with advertisers. See our Security page for detail.
Can I delete my account and data?: Yes. You can request deletion from your account settings. We remove your cases, documents, and profile, retaining only what is legally required for payment records.

What if my company is not in the directory?: You can request it from the Companies page. We research executive contacts by hand and add them when we are confident the information is accurate.
How do you keep contacts accurate?: Bounced emails automatically flag a contact for review. Contacts not verified within 12 months are re-checked or replaced. We describe the directory as maintained by hand because that is what it is.

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