Complaints

• Initial Complaint

  04/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I signed a contract with Nathalia M*** Fit on October 10th, 2022 for 6 months. Services included access to monthly plans, feedback on weekly check-ins and access to a group chat of other members in the program. Discussions around not renewing begin in January 2023 with Nathalia M*** via direct whatsapp messages. February 21st, 2023, Nathalia confirms that she is sad to hear I will not be renewing. April 5, 2023, I send a "Thank you" email to Nathalia and other 2 coaches for their services. April 6th, 2023, an employee named Maya responds to my email saying they accept this email as my notice of not renewing, and quotes a Payment Cancellation policy that applies to clients paying month to month, which is not my case. I paid for 6 months in full. The same day, I respond saying I purchased and paid for 6 months in full, so this cancelation/non-renewal policy does not apply to me. Nathalia removes me from the member program group chat. The full degree of services and the term of the contract were ended 4 days early by the business owner. April 7, Maya responds and shares another screengrabs of a different policy which expresses that clients must provide 4 weeks notice, without specifying the method of communication. April 11, I contact my bank as over 923 CAN$ were charged by Nathalia M*** Fit that I did not authorize, and I have written notice from February 21 that was not renewing my contract. I email the merchant again to request funds be put back onto my credit card and I express that I was removed from the member group chat on April 6th, which demonstrates that the full services and full term of the initial signed contract had not been respected. Merchant refuses. Over email, 4 screengrabs of different renewal policies were shared. Two of the four screengrabs do not specify notice is required via email, while the other two (one of which does not apply to me), express notice be provided over email but to two (2) different email addresses. Docs attached.

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