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In the first instance you can only sign up on a recurring monthly fee system unless you cancel they continue to take money from your account, but if you close your account they delete the remaining credits on the account and you effectively lose what you've paid for..
I thought I had cancelled, but hadn't immediately as I wanted to obviously use up my credits first, I simply forgot because of christmas etc... until then I noticed money taken out of my account, I contacted them and said I thought I had closed this account ? they got back to me and said no you didn't but we just have...
My point is I gave no instruction to close the account, so they have effectively taken my money and wiped out my credits..
There reply said I had indictated that I wanted to close it, my point is I gave no instruction or permission to close it and obviously now they arew refusing to reinstate it..
A nice con if you can get it, I'm sure this kind of system is delberately set up to con people just in this exact way, how many people have been used in this very way, they get your money, wipe your credits and get your money for free, nothing, gratis, without providing a service...
My question is who can I contact to complain to ? is it trading standards ? ofcom ? is there any body that deals with this kind of complaint and may look in to these kind of practices..
Any ideas !
Assuming you still feel you have a grievance after talking to them, did you pay by credit card? If so you have no problem, call your card issuer and ask about their chargeback procedure.
Probably worth contacting the company again before pressing go on the chargeback - you may find the "misunderstanding" can be cleared up easily once they know they face the certainty of losing the money anyway.
"We have spoken to the IT department and unfortunately, we are unable to move your account back to subscribed for you.
We are willing to move the credits back to your account, but you will need to re-subscribe on the system for us to do this.
Please advise us when you have done this so that we can add the 18 credits back to your account that were removed and we will also add an additional 5 credits as a gesture of goodwill.
The credits and new subscription will then run until you cancel the new subscription"
I suspect I may have to give them more money to sign up again lol .. but not checked yet..
This kind of tie-in practice can't be right...
Just because they have a T&C doesn't mean it's all above board..
if you are paying on a "per credit basis" those credits should remain until
a) you have used them
b) they expire, under a pre defined expiry date
If you are paying on a monthly contract basis, those credits should expire at the end of the month, if you cancel it will depend on whether the T&C's state that after cancellation your account will remain active until the end of the month, or whether they state that the account will be closed with immediate effect,
If you thought you had cancelled the account in the first place, why is it an issue if they subsequently close the account, do you want to continue with the service, or do you want it now because you think you have been duped?
I'm just a bit confused as to what you feel this company has done wrong, if they have acted within the terms laid out when you bought the service, then you were aware of the cancellation terms when you took the service out, in which case you haven't really got any grounds to complain, they followed the cancellation procedure that they said they would.
Admittedly it sounds like someone was a little over zealous in cancelling the account, but you stated that that had been your intention all along, so I am struggling to see where the issue lies?
As they had just billed me again for another month, I lost the credits I had, plus the new month credits, so about 6 weeks credits, I would normaslly have used before closing the account, to at least get my moneys worth..
to take your money in this way is annoying as you have no option, but to then close the account and wipe out all my credits without my permission is not just cheeky but down right conning... imo