Complaints

• Initial Complaint

  08/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled a subscription with this company and they continue to charge me without a signed contract obligating me to the purchases and will not respond via their contact means or refund me my money.

  Business response

  09/12/2022

  The customer raised a complaint that they got billed for their recurring subscription in August despite opting to skip August via our subscription management portal (ReCharge). They contacted us on 8/19/2022 explaining they were billed for August despite skipping the month, one of our customer service representatives responded the very same day and promptly gave the customer a full refund and cancelled the subscription. The refund has been verified with our payment processor and the refund usually appears in the customer's bank account within 2-3 business days.

  Most of our customers successfully manage their subscriptions via our portal. In fact, our data shows dozens of customers manage their subscriptions (change products, change billing dates, etc) daily without our intervention, so there were no apparent problems with the subscription management portal at the time. But as a result of this case, we have launched an investigation to understand why there was an issue with the subscription management portal for this customer, and to prevent a potential problem with a future customer.

  
  Despite the issue with the subscription management portal, the customer's subscription was cancelled and a refund was processed the very same day. We apologize for any inconvenience.

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