We subscribe to a major US newspaper online, and at the end of 2019, my daughter wanted to get their specialty subscription for cooks, an additional $40 annual fee. So she signed up, didn’t really get anything out of it, and we forgot about it. Then, a couple of months ago when we saw a renewal charge on our card.
Employee #1: “Thank you for calling [Newspaper]. How can I help you?”
Me: “Hi, I was just looking at my credit card activity and I see that my daughter’s subscription to your cooking supplement was auto-renewed a few days ago. She doesn’t read it, so I’d really like to cancel that, please.”
Employee #1: “Oh, we’re sorry to hear that. I see the subscription, and yes, it was renewed just a few days ago, but it’s non-refundable. Would you still like me to cancel it? You will lose access to all of our great features, and like I said, you will not receive a refund.”
Me: “Okay. I understand that she was probably told a year ago that it would auto-renew, but there’s nothing you can do? It was just a few days ago, and she doesn’t use it. I definitely want it canceled.”
Employee #1: “No, I’m sorry, but this charge absolutely cannot be refunded. But I’ve canceled your subscription. Thank you for calling [Newspaper]!”
I stewed on this for a few minutes and then called back.
Employee #2: “Thank you for calling [Newspaper]. How can I help you?”
Me: “I’d like to cancel my [$200 a year] subscription, please.”
Employee #2: “Okay. I can help you with that. May I ask why you want to cancel, please?”
Me: “Sure. I just tried to cancel a subscription to your cooking supplement that auto-renewed a few days ago and was told I couldn’t. That’s honestly kind of soured me on your organization.”
Employee #2: “Just to make sure I understand, you’re canceling your [$200] subscription because [Newspaper] wouldn’t refund you $40?”
Me: “Yes, actually I am. I honestly don’t care that much about [Newspaper]. I won’t miss it.”
Employee #2: “How about if I just refunded you the $40? Would you stay, then?”
Me: “Well, sure, but I’ve been assured multiple times that that is not possible.”
Employee #2: “Done. Is there anything else I can do for you today?”
Me: “Nope. Thank you.”
On one hand, I feel like a jerk. My daughter undoubtedly was told it would auto-renew and be non-refundable. But on the other hand, it’s very shortsighted of them to be rigid on a one-time $40 with a customer who pays them $18 a month for a related product.