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What Kind Of Business Charges Money?!

, , , , | Right | October 6, 2021

I work in customer support. A customer called about an issue with his device. As I looked up his account, I noticed that he had two separate yearly subscriptions worth 100$ each which had been automatically renewed for the past eight years. I informed him of this.

Customer: “So, you guys have been taking my money without my consent for eight years?”

Me: “Actually, when you sign up for a subscription, the page states that you agree to automatic renewal. However, you can turn it off on your account page.”

Customer: “That’s not my job! You guys should have informed me!”

Me: “We send out an email fifteen days prior to renewal, and one on the renewal date. They do sometimes get caught in the spam filter. Did you not receive any emails?”

Customer: “It’s not my job to check my email! You guys should have informed me!”

Me: “We don’t have a system for automatically detecting that. Did you not see the charges on your bank statement?”

Customer: “It’s not my job to keep tabs on those things! You guys could have called or something! I want a refund!”

Me: “We have a sixty-day refund period, but as the last subscription renewal happened within the last four months, I can check if I can get a partial refund for that one.”

Customer: “So, you guys are just gonna steal my money? What kind of business are you running?! You just lost a customer!” *Click*