Charges made to my credit card almost two months after cancelling my subscription.
I have been dealing with having my subscription cancelled with this company since the beginning of April, and was assured that it had been cancelled on April 7, 2016. Imagine my shock then when I received a message from the company in May stating that they were unable to charge my credit card for the monthly fee.
I then contacted the customer service department, and was told by the representative that he re-confirmed the fact that the subscription had been cancelled and that there would be no further attempts to bill my credit card.
This turned out to be a false statement, as my credit card was charged for the monthly fee well over a month after the stated cancellation date. I immediately emailed the customer service department once again to have the issue dealt with, and received no immediate response. I called the customer service department the next business day to have the issue resolved. The refund was posted to my account, however it was immediately rescinded, and I then received an email back from the customer service representative who falsely claimed that it wasn't a charge to my account on May 24, but a refund. Money withdrawn from my credit card is not a refund for the cancelled subscription, and it's horrible that the representative would even attempt to lie about the fact when I have the bank statement to prove that the money was fraudulently taken by this company from my account.
I want the money back that the company stole from my account and I want written reassurance that this will not happen again. Also, any fees that I incur due to the company not ensuring that they are not continuing to bill my account for their activities need to be reimbursed as well.
Contact Name and Title: ***** ****** Director
Contact Phone: XXX-XXX-XXXX
Contact Email: *******@awaionline.com
We have communicated with this member about the charge and refund posted on May 24th and May 26th respectively. AWAI has not taken back the refund in the amount of $30.45 that we provided on May 26th.
From the communications below, we have made every attempt to resolve this concern. On May 31st we requested a copy of the statement showing the reversed refund which has not been provided to date. For the sake of good service to our members and previous members, we will cut her a check and mail to her address on file.
May 31, 8:15 (AWAI)
I truly apologize for this inconvenience, please send us a copy of the charge that you are seeing, we have checked all our systems and can only find the refund that was posted to your visa in the amount of $30.45.
We want to resolve this issue for you; however, it has become difficult as we cannot find the charge you are questioning.
May 28, 10:34 (Member)
when exactly can I expect my refund, and not have your company steal it back?
May 27, 10:42 (Member)
The refund of the May 24, 2016 charge was posted to my account, and apparently taken back by your company immediately. This is getting ridiculous. The charge to my card was done by your company on May 24, 2016; I called in to customer service to deal with the issue, which apparently was resolved for a total of a minute before I was re-billed for another monthly fee for a subscription I cancelled in April.
Please let me know when this issue will actually be resolved, because it shouldn't be this much of a hassle to get my money back from your company.
May 27, 8:31 (AWAI)
Are you seeing the refund that we posted to your account? We have not charged your account but we did post a refund in the amount of $30.45 on May 24th.
May 26, 6:02 (Member)
Even after being reassured that the cancellation from April 7, 2016 went through, I found the subscription charge to my account that was posted on May 24, 2016. When exactly will my money be returned to me, as this is a fraudulent charge that your company posted.
May 19, 12:04 (AWAI)
My apologies, I have completed the process of cancellation that was started on 4/7/2016. There will be no more attempts at charging your card.
May 19, 11:57 (Member)
I already cancelled my subscription, so I ***'t know why you would be trying to charge my credit card. Please correct this issue immediately. Thank you.