I own an Internet Marketing agency. We outsource ...

I own an Internet Marketing agency. We outsource some of our efforts when we get busy. We gave Townsquare Interactive a chance with one of our clients. After two months they were unable to get NAP (Name, Address, Phone Number) right for our client. It was the only thing they were allowed to work on because we were finishing the clients new WordPress site. Totally focusing on NAP and not having it right after one month is inexcusable. After two months I had a phone call with a representative, lets call him "cancellation guy", and we visited a couple of the online listings and saw that NAP was not correct for the client. I told him to cancel the service and that if they wanted to continue and get NAP fixed they could follow-up with me and I would give them another change.

I noticed 3 additional months of charges on my card (shame on me for not being more diligent). Another rep., lets call him "rep awesome guy", was working hard to try and get things straight.

I told "rep awesome guy" and his supervisor, no name needed, very simply: get all the money that should not have been billed, back to me and I would still be willing to try them again when the next customer comes to me for which using them made sense. The best they could do was offer to retain the disputed money for credit at a later date.

My whole premise is, lets get everything square and I would be willing to start from square one. Because they did not have my cancellation notice in writing they were unable to make things right. BTW they actually fired "cancellation guy", the impression "rep awesome guy" gave me was he was fired for issues like this. There is actually no reason for them to doubt that I did cancel with rep "cancellation guy". It seems odd that a company would not return funds (1 month only) that arguably are due (even if not actually due, just arguably due) to an agency that could bring them more business.

If you use them stay on top of them and watch your billing.