Complaints & dispute resolution

Last updated: May 20, 2026

MuseNest Club, operated by Phoenix Consulting Group, LLC, is committed to resolving billing and content complaints promptly and fairly. This page explains how to file a complaint, what to expect, and how to appeal a decision.

Contact us before filing a chargeback. Most billing concerns are resolved within 2 business days when you contact us directly — far faster than a bank dispute, and it keeps your account in good standing.

1.How to file a complaint

You may submit a complaint by any of the following methods:

Email: [email protected] — use the subject line "Complaint" and include your account email and a description of the issue.
Compliance matters: [email protected] — for content, legal, or policy concerns.
Mail: Phoenix Consulting Group, LLC, 1500 N Grant St Ste R Denver, CO 80203 United States

2.Resolution timeline

Stage	Commitment
Acknowledgement	Within 2 business days of receiving your complaint
Decision / resolution	Within 5 business days of acknowledgement (complex cases may take longer; we will notify you)
Appeal window	You may appeal any decision within 30 days of our response

3.Our review process

When we receive a complaint, our team will:

Log and acknowledge — we record every complaint and send you a confirmation with a reference number within 2 business days.
Review — a staff member reviews the facts, transaction records, and any content in question.
Decide — we issue a written decision explaining the outcome and any action taken.
Inform you of your appeal rights — every decision letter includes information on how to appeal.

4.Billing complaints

For billing disputes (unrecognized charge, duplicate charge, accidental renewal), please also see:

Billing support page — statement descriptor lookup, account-level cancellation instructions.
Refund policy — what is eligible for refund and how to request one.

You may also contact CCBill Consumer Support directly at support.ccbill.com or 1-888-596-9279 for assistance with charges processed through CCBill.

5.Content and policy complaints

If your complaint involves content that you believe violates our policies (copyright, prohibited content, non-consensual imagery), please see:

DMCA / report content — copyright takedown procedure.
Acceptable use policy — prohibited content categories.

Content complaints are reviewed with the same 2-business-day acknowledgement / 5-business-day decision SLA, but compliance-critical reports (CSAM, non-consensual content) are treated as the highest priority and acted on within 24 hours.

6.Appeals

If you are not satisfied with our decision, you may appeal within 30 days of the decision date. See the Appeals page for the full process, including our commitment to neutral third-party review for unresolved disputes.

7.Contact

General support: [email protected]

Compliance and legal: [email protected]