Lynsey

Jan 15, 2025

Payments Taken Despite Confirmed Cancellation

I cancelled the service on 16 November 2024 and received an email confirming the cancellation. Despite this, the company took two further payments from my account on 26 November and 26 December. When I contacted them to raise the issue and request a refund, I was told that my account had been reinstated, which is why the payments continued. I made it clear that I had not requested reinstatement and asked for the two payments to be refunded. However, I was told that a refund could not be issued. When I enquired how the account had been reinstated, I was informed, "I can see that the options for reinstatement were viewed when you were completing the cancellation process." Regardless of whether I viewed the reinstatement page at the time of cancellation or not, I am certain that I cancelled the service on 16 November, as I have the confirmation email to prove this. I have not logged into the system since, so I cannot understand why the payments were taken. Furthermore, simply viewing a page about reinstatement is not the same as actively requesting it. I explained this to the agent and reiterated that I had the confirmation email as proof. Instead of addressing my concerns, the agent abruptly closed the chat after I had waited over 60 minutes to speak to someone. This was both unprofessional and frustrating. A wholly disappointing cancellation experience. A refund has still not been received.