LJ
Lorraine J
1 reviews | Active since May 2020
11 May 2021, 14:25
CLAIM FUNDS, WHEN NO TRANSACTION IS MADE / DISHONEST CALL CENTRE AGENTS
I opened a complaint in December 2020, after Shaw claimed money from my credit card, without me doing a transaction. This ticket was never resolved as the "amends" Shaw made was not implemented. In April, Shaw AGAIN made a transaction against my credit card, without me doing any transaction. For weeks, I received e-mails that Shaw apologises for not attending to my complaint. Then suddenly on Saturday, 9 May, the ticket is closed, as "resolved". No e-mail communication, no calls!
Yesterday, I responded that the ticket is NOT closed and without calling me, or in any way contacting me, the ticket is closed again as "resolved". This afternoon, I responded that the ticket is not resolved, the agent call me ( I suspect the agent called me - no voicemail) and within minutes of me re-opening the call, the ticket is closed again as "resolved"
1. Please train your support staff to stop being dishonest! A ticket is NOT resolved, if a) NO calls were made, b) NO reasonable number of attempts have been made to call the client. 2. Please REFUND THE **********L transactions done on my account!
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Replies (1)LJ
Lorraine J's updateReviewer Update
14 May 2021, 17:46Eventually spoke to Call Centre agent today:
Updated complaint:
1. Shaw's Terms and conditions read:"To view the 28 days membership end date of your free trial period, visit our website, log into your student account and we will tell you how long you have left in your My Courses page." As this information did NOT show on my “My Courses" page I could in no way have known to cancel the subscription in time.
Shaw is NOT adhering to the terms and conditions! Nowhere is there ANY indication as to when the in-trial expires, and the subscription needs to be renewed/cancelled.
2. Even on the “membership” page the date on which the subscription ends/needs to be renewed/cancelled does not show - the same as while on the free-trial option.
3. The agent confirmed that the invoice was sent to a different -mail address, than on my profile.
4. The agent indicated that the invoice was generated on 23 April and the money was already deducted on 24 April! So even if the invoice was sent to the correct e-mail address (and it was not), I would not have had enough time to cancel/dispute the subscription!
5. When subscribing for an in-trial course, Shaw agrees that: “ As a reminder, we'll email you 7 days before.”
While speaking to the agent, he repeatedly denied that Shaw had any responsibility to remind me that the trial period lapses! I did NOT receive ANY sms’s or e-mails that the trial period is ending! That, while I was bombarded with spam! 6. It is thus clear that the amount deducted from my account was UNAUTHORISED!6.1. There is NO account information on the "My courses" page, as per the terms and conditions.6.2. I received NO invoice.6.3. I received NO notification, SMS, or e-mail to inform me that the trial ended, as per Shaw’s agreement, on the subscription page! 6.4. There is no information on the "My courses" page to show account status., nor on the "membership" page. The expiry date is not showing! 7.1. Shaw Academy deducted an unauthorised amount from my account!7.2. Shaw does NOT adhere to its terms and conditions and agreements!7.3. Shaw intentionally do NOT inform its customers that their trial periods are lapsing so that they do not cancel their subscriptions!7.4 Shaw then blames their customers for not adhering to the terms and conditions, whereas Shaw did not adhere to the terms and conditions.7.4 Furthermore, Shaw have lots of op pop-ups on their websites. They also bombard customers with spam. Which contains links. When a customer then clicks on the links, a transaction is made against the customer’s bank card! The customer did NOT do a transaction (buy/pay) but clicked on a link to learn more about the offer! 8. I hereby again request that Shaw refund me the amounts that was charged in December 2020 and April 2021! Both these amounts were deducted by intentionally tricking the customer! 9. Further to the above trickery, the agent Jason, daily marked my enquiry as “resolved”, where-as it was NOT resolved, in fact, he did not even speak to me!
Updated complaint:
1. Shaw's Terms and conditions read:"To view the 28 days membership end date of your free trial period, visit our website, log into your student account and we will tell you how long you have left in your My Courses page." As this information did NOT show on my “My Courses" page I could in no way have known to cancel the subscription in time.
Shaw is NOT adhering to the terms and conditions! Nowhere is there ANY indication as to when the in-trial expires, and the subscription needs to be renewed/cancelled.
2. Even on the “membership” page the date on which the subscription ends/needs to be renewed/cancelled does not show - the same as while on the free-trial option.
3. The agent confirmed that the invoice was sent to a different -mail address, than on my profile.
4. The agent indicated that the invoice was generated on 23 April and the money was already deducted on 24 April! So even if the invoice was sent to the correct e-mail address (and it was not), I would not have had enough time to cancel/dispute the subscription!
5. When subscribing for an in-trial course, Shaw agrees that: “ As a reminder, we'll email you 7 days before.”
While speaking to the agent, he repeatedly denied that Shaw had any responsibility to remind me that the trial period lapses! I did NOT receive ANY sms’s or e-mails that the trial period is ending! That, while I was bombarded with spam! 6. It is thus clear that the amount deducted from my account was UNAUTHORISED!6.1. There is NO account information on the "My courses" page, as per the terms and conditions.6.2. I received NO invoice.6.3. I received NO notification, SMS, or e-mail to inform me that the trial ended, as per Shaw’s agreement, on the subscription page! 6.4. There is no information on the "My courses" page to show account status., nor on the "membership" page. The expiry date is not showing! 7.1. Shaw Academy deducted an unauthorised amount from my account!7.2. Shaw does NOT adhere to its terms and conditions and agreements!7.3. Shaw intentionally do NOT inform its customers that their trial periods are lapsing so that they do not cancel their subscriptions!7.4 Shaw then blames their customers for not adhering to the terms and conditions, whereas Shaw did not adhere to the terms and conditions.7.4 Furthermore, Shaw have lots of op pop-ups on their websites. They also bombard customers with spam. Which contains links. When a customer then clicks on the links, a transaction is made against the customer’s bank card! The customer did NOT do a transaction (buy/pay) but clicked on a link to learn more about the offer! 8. I hereby again request that Shaw refund me the amounts that was charged in December 2020 and April 2021! Both these amounts were deducted by intentionally tricking the customer! 9. Further to the above trickery, the agent Jason, daily marked my enquiry as “resolved”, where-as it was NOT resolved, in fact, he did not even speak to me!
LJ
Lorraine J's update14 May 2021, 17:46
Reviewer Update
Eventually spoke to Call Centre agent today:
Updated complaint:
1. Shaw's Terms and conditions read:"To view the 28 days membership end date of your free trial period, visit our website, log into your student account and we will tell you how long you have left in your My Courses page." As this information did NOT show on my “My Courses" page I could in no way have known to cancel the subscription in time.
Shaw is NOT adhering to the terms and conditions! Nowhere is there ANY indication as to when the in-trial expires, and the subscription needs to be renewed/cancelled.
2. Even on the “membership” page the date on which the subscription ends/needs to be renewed/cancelled does not show - the same as while on the free-trial option.
3. The agent confirmed that the invoice was sent to a different -mail address, than on my profile.
4. The agent indicated that the invoice was generated on 23 April and the money was already deducted on 24 April! So even if the invoice was sent to the correct e-mail address (and it was not), I would not have had enough time to cancel/dispute the subscription!
5. When subscribing for an in-trial course, Shaw agrees that: “ As a reminder, we'll email you 7 days before.”
While speaking to the agent, he repeatedly denied that Shaw had any responsibility to remind me that the trial period lapses! I did NOT receive ANY sms’s or e-mails that the trial period is ending! That, while I was bombarded with spam! 6. It is thus clear that the amount deducted from my account was UNAUTHORISED!6.1. There is NO account information on the "My courses" page, as per the terms and conditions.6.2. I received NO invoice.6.3. I received NO notification, SMS, or e-mail to inform me that the trial ended, as per Shaw’s agreement, on the subscription page! 6.4. There is no information on the "My courses" page to show account status., nor on the "membership" page. The expiry date is not showing! 7.1. Shaw Academy deducted an unauthorised amount from my account!7.2. Shaw does NOT adhere to its terms and conditions and agreements!7.3. Shaw intentionally do NOT inform its customers that their trial periods are lapsing so that they do not cancel their subscriptions!7.4 Shaw then blames their customers for not adhering to the terms and conditions, whereas Shaw did not adhere to the terms and conditions.7.4 Furthermore, Shaw have lots of op pop-ups on their websites. They also bombard customers with spam. Which contains links. When a customer then clicks on the links, a transaction is made against the customer’s bank card! The customer did NOT do a transaction (buy/pay) but clicked on a link to learn more about the offer! 8. I hereby again request that Shaw refund me the amounts that was charged in December 2020 and April 2021! Both these amounts were deducted by intentionally tricking the customer! 9. Further to the above trickery, the agent Jason, daily marked my enquiry as “resolved”, where-as it was NOT resolved, in fact, he did not even speak to me!
Updated complaint:
1. Shaw's Terms and conditions read:"To view the 28 days membership end date of your free trial period, visit our website, log into your student account and we will tell you how long you have left in your My Courses page." As this information did NOT show on my “My Courses" page I could in no way have known to cancel the subscription in time.
Shaw is NOT adhering to the terms and conditions! Nowhere is there ANY indication as to when the in-trial expires, and the subscription needs to be renewed/cancelled.
2. Even on the “membership” page the date on which the subscription ends/needs to be renewed/cancelled does not show - the same as while on the free-trial option.
3. The agent confirmed that the invoice was sent to a different -mail address, than on my profile.
4. The agent indicated that the invoice was generated on 23 April and the money was already deducted on 24 April! So even if the invoice was sent to the correct e-mail address (and it was not), I would not have had enough time to cancel/dispute the subscription!
5. When subscribing for an in-trial course, Shaw agrees that: “ As a reminder, we'll email you 7 days before.”
While speaking to the agent, he repeatedly denied that Shaw had any responsibility to remind me that the trial period lapses! I did NOT receive ANY sms’s or e-mails that the trial period is ending! That, while I was bombarded with spam! 6. It is thus clear that the amount deducted from my account was UNAUTHORISED!6.1. There is NO account information on the "My courses" page, as per the terms and conditions.6.2. I received NO invoice.6.3. I received NO notification, SMS, or e-mail to inform me that the trial ended, as per Shaw’s agreement, on the subscription page! 6.4. There is no information on the "My courses" page to show account status., nor on the "membership" page. The expiry date is not showing! 7.1. Shaw Academy deducted an unauthorised amount from my account!7.2. Shaw does NOT adhere to its terms and conditions and agreements!7.3. Shaw intentionally do NOT inform its customers that their trial periods are lapsing so that they do not cancel their subscriptions!7.4 Shaw then blames their customers for not adhering to the terms and conditions, whereas Shaw did not adhere to the terms and conditions.7.4 Furthermore, Shaw have lots of op pop-ups on their websites. They also bombard customers with spam. Which contains links. When a customer then clicks on the links, a transaction is made against the customer’s bank card! The customer did NOT do a transaction (buy/pay) but clicked on a link to learn more about the offer! 8. I hereby again request that Shaw refund me the amounts that was charged in December 2020 and April 2021! Both these amounts were deducted by intentionally tricking the customer! 9. Further to the above trickery, the agent Jason, daily marked my enquiry as “resolved”, where-as it was NOT resolved, in fact, he did not even speak to me!