Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I did free subscription trial of this prequel app and forgot to cancel it. It got renewed. So I tried contacting prequel, but a bot responded and gave me advise on what to do ( go to ***** and request refund ). I did exactly as the bot advised and requested refund through ***** but it got rejected. I tried requesting for refund again but failed. So I had no other choice but to contact the prequel somehow, after few tries, I got in the help form, and submitted my concern. But its been weeks and yet havent heard from them, assuming they rarely check the forms. I want to cancel my subscription and get refund for it as I dont use the app and it wasnt my intention to renew subscription

  Business Response

  Date: 08/13/2025

  Hello BBB Team,
  

  We appreciate the opportunity to address the matter at hand. Firstly, it's important to note that Prequel **** is a reputable service provider, trusted by millions users globally.
  
  We were surprised by the communication from your service, as we have no record of any collaboration with your portal and unaware of the presence of Prequel ****'s company profile on your platform.
  
  Concerning the mentioned case, Prequel **** implements monetization tools through subscriptions and in-app purchases both. The Services cost with supporting guidelines from Prequel **** support team, highlights our commitment to providing users with necessary instructions. It's crucial to clarify that certain details in the complaint are distorted, such as the nature of the user's service engagement, it was a one-time in-app purchase, not a subscription.
  Users must review the Terms of Service (ToS) and Subscription Policy before accessing the services; otherwise, it is not possible. Please see the links to Prequel app legal documentation at **********************************.
  
  
  According to Prequel **** Subscription Policy, refunds are not possible. Please, review the following Terms: 

  4.3. No fee paid hereunder shall be refundable, notwithstanding suspension or termination of your account at **********************, your failure to utilize any part of the services (including features and/or functionality available under paid subscription and/or on a paid basis), the prepayment or cancellation of the services or for any reason whatsoever, except where otherwise specified by Prequel.
  
  4.4. When you purchase a subscription, you undertake an in-app purchase, and the payment for such purchase will be processed directly by the owner of the app store, and will be governed by their terms and conditions as well as other applicable policies. Please review and accept the terms and conditions of the app store with regard to your rights to cancel orders and get related refunds. Thus, if you have any payment-related issues you are advised to contact the app store directly. All purchases made through services are final and non-refundable, except when required by law. You agree that you will not receive money or other compensation for unused services.
  
  While all purchases made through the Services are final and non-refundable, we do not restrict your right to request a refund directly through the app store where the purchase was made, in accordance with their respective policies and in cases where a refund may be applicable.
  Source: **********************************/prequel-subscription 
  
  We would appreciate further clarification from your side if any parts of the matter remain unclear.
  
  
  Given that subscription and payment matters involve confidential information about the user, we are able to share them gently. Moreover, messages or comments on your website may contain personal data, and we cannot assume responsibility for filling out Prequel **** profile on your platform.
  We are confident that support-related questions for our users can be addressed directly to Prequel support, and we urge against posting any messages about Prequel **** or our products on your website.
  
  In the event that inaccurate information about our company or services is published, we reserve the right to pursue all available legal remedies to prevent the disclosure of sensitive information, commercial details, and other data that we find private.
  
  Thank you for your understanding and cooperation.

  
  

• Initial Complaint

  Date:11/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a free trial through the prequel app on my Iphone. I cancelled my free trial in advance and am still being charged ****.. I emailed the company twice about this issue and they stated that I needed to cancel my free trial and I explained to them that I already had done this. I have attached the email to the company I wrote and their response. As of 11/12/2023, this issued has not been resolved. They are still trying to charge me $**** for a product that I did not use.

  Business Response

  Date: 12/11/2023

  Hello The BBB Team,

  
  We appreciate the opportunity to address the matter at hand.

  Firstly, it's important to note that Prequel **** is a reputable service provider, trusted by millions of users globally.
  We were surprised by the communication from your service, as we have no record of any collaboration with your portal and unaware of the presence of Prequel ****'s company profile on your platform.

  
  Concerning the mentioned case, Prequel **** implements monetisation tools through subscriptions and in-app purchases both. 
  We'd like to bring to your attention that based on the screenshots, the user had a subscription that ended on ****, acquired through the Apple Store. After the subscription expired, the user made an in-app purchase, also through the Apple Store. These payments were operated by Apple.
  

  App developers or service providers, do not have the ability to directly cancel subscriptions purchased through the Apple Store or any other app store. The process of managing and canceling subscriptions is typically handled by the platform from which the subscription was made.
  For subscriptions purchased through the Apple Store, users can manage their subscriptions directly through their Apple ID account settings. The user can cancel or modify subscriptions, and refunds are subject to the policies of the Apple App Store.
  If a user encounters issues or has specific questions about canceling a subscription and obtaining a refund, it's advisable for them to reach out to Apple Support or follow the procedures outlined by Apple for managing subscriptions.
  

  We provided the user step-by-step guidance, taking into account the information available. This underscores our commitment to transparency in our communication and assistance process
  
  We would appreciate further clarification from your side if any parts of the matter remain unclear.
  
  We find it important to mention, that given that subscription and payment matters involve confidential information about the user, we are able to share them gently. Moreover, messages or comments on your website *** contain personal data, and we cannot assume responsibility for filling out the Prequel **** profile on your platform.
  We are confident that support-related questions for our users can be addressed directly to Prequel support, and we urge against posting any messages about Prequel **** or our products on your website.

  
  In the event that inaccurate information about our company or services is published, we reserve the right to pursue all available legal remedies to prevent the disclosure of sensitive information, commercial details, and other data that we find private.

  
  All correspondence regarding this matter should be directed to our **************** at ***********************************. 

  
  Thank you for your understanding and cooperation.

  Sincerely