DS
Daniel S
1 reviews | Active since Apr 2020
28 Apr 2020, 14:28
Shaw Academy - Unfair fee deduction from my account.
I signed up for a free 4 week trial on the 28th March 2020. I deregistered from the account less than 2 weeks in sending a mail explaining that I have a financial situation and cannot afford to have the payment come off my account. On 9th April I received an email saying my account had been cancelled. Then I was billed when the 4 week cycle came up. When I emailed and fwd the cancellation email I was told that on reviewing my account I was not eligible for a refund because I exceeded the 4 week trial? A follow up email hasn't amounted to anything more than a canned response and nothing more. This is totally unprofessional. It shows that you do not have detailed reports or proper systems to adequately track each of your 5 million customers.
Helpful (0)
Replies (2)0
Replies (2)DS
Daniel S's updateReviewer Update
28 Apr 2020, 16:24Ok, so I must copy pate the above and send it to yet ANOTHER email address? You can't initiate that? Ive emailed the account who processed the cancellation, twice, then contacted your facebook person, then on their advice contacted support@shaw, then here and now you give me another email address. Is not every email a priority? This is reminiscent of the process to cancel the account which is also unnecessarily drawn out and complicated. This should not be as complicated as you're making it and makes me wonder how you run the company. Im sure you have some happy customers. I wasn't unhappy until you took money from my account after promising not to!
DS
Daniel S's update28 Apr 2020, 16:24
Reviewer Update
Ok, so I must copy pate the above and send it to yet ANOTHER email address? You can't initiate that? Ive emailed the account who processed the cancellation, twice, then contacted your facebook person, then on their advice contacted support@shaw, then here and now you give me another email address. Is not every email a priority? This is reminiscent of the process to cancel the account which is also unnecessarily drawn out and complicated. This should not be as complicated as you're making it and makes me wonder how you run the company. Im sure you have some happy customers. I wasn't unhappy until you took money from my account after promising not to!
DS
Daniel S's updateReviewer Update
29 Apr 2020, 08:36Thanks, I can totally appreciate that, and its great that business is booming for you. However; keeping track of student accounts, like if someone has cancelled a subscription and shouldn't be billed, should be an automated process, A simple invoicing program can keep track of that for you, its not something requiring any active staff intervention. Secondly email issues don't require staff to be at the office, my wife is secretary and is working fine from home doing all her administrative functions. Third, my initial email to your team included the subscription cancellation email, attached together with a screen shot of the email and date as proof of deregistration with all my account details, yet your man "Mitch" replies that he 'personally reviewed' my account and deemed me not eligible for a refund as by some feat of the imagination he figures I overarched the trial period. How am I supposed to deal with that? Must I accept that its because perhaps he's tired?
I emailed your ***l address and they have referred me back to our obviously overworked Mitch. So now What?? You have, in breach of your own contract, taken money from my account and I am seriously wondering if you will do the same again at the next billing cycle?
I emailed your ***l address and they have referred me back to our obviously overworked Mitch. So now What?? You have, in breach of your own contract, taken money from my account and I am seriously wondering if you will do the same again at the next billing cycle?
DS
Daniel S's update29 Apr 2020, 08:36
Reviewer Update
Thanks, I can totally appreciate that, and its great that business is booming for you. However; keeping track of student accounts, like if someone has cancelled a subscription and shouldn't be billed, should be an automated process, A simple invoicing program can keep track of that for you, its not something requiring any active staff intervention. Secondly email issues don't require staff to be at the office, my wife is secretary and is working fine from home doing all her administrative functions. Third, my initial email to your team included the subscription cancellation email, attached together with a screen shot of the email and date as proof of deregistration with all my account details, yet your man "Mitch" replies that he 'personally reviewed' my account and deemed me not eligible for a refund as by some feat of the imagination he figures I overarched the trial period. How am I supposed to deal with that? Must I accept that its because perhaps he's tired?
I emailed your ***l address and they have referred me back to our obviously overworked Mitch. So now What?? You have, in breach of your own contract, taken money from my account and I am seriously wondering if you will do the same again at the next billing cycle?
I emailed your ***l address and they have referred me back to our obviously overworked Mitch. So now What?? You have, in breach of your own contract, taken money from my account and I am seriously wondering if you will do the same again at the next billing cycle?