Once they've got your credit card number, charges on subscriptions, services and memberships can seem impossible to stop. Here's how.
Everybody seems to have a story about the inexplicable charge that keeps appearing on a credit card, or the gym membership that just won't die -- long after motivation to hit the weights has.
Here's some advice from the experts about how to cancel some of the subscriptions and memberships that have proved to be the most difficult to shed, plus some guerrilla tactics to try if things get ugly.
Cell phone contracts
One of consumers' biggest gripes is getting locked into long contracts with cellular companies.
People have many reasons to drop their cell-phone contract: dissatisfaction, finding a much better deal elsewhere, or simply not wanting a phone anymore. But companies make them pay to break the contract, usually to the tune of $175 or $200. That's exorbitant. "It's pretty obvious that that $175 is not to open up space on the airwaves."
But you've signed a contract. You're over a barrel. What can you do? Here are a few ideas:
- Put your contract on the block. This is a legal online auction for cell phone contracts. Basically it's an entire transfer of contract. The downside is that you've got to pay $20 to actually trade, and you sometimes need to offer perks and inducements to lure someone to buy your contract.
- If you're unhappy and you know it … If you're unhappy with the service you could simply tell the carrier that the service is not up to par, which is a legitimate excuse for getting out of the contract. But getting out may take a while. Contact the company and say that if you're not released from your contract because of your dissatisfaction, you'll complain to the Federal Trade Commission, the Federal Communications Commission, the Better Business Bureau and the state attorney general's office in the state where the company is incorporated. Then begin to do so, and create a paper trail. Companies don't like that.
- Give your phone a vacation. Some users report telling their cell carrier that they were leaving the country for an extended period, and the carrier allowed them to put their cell phone in "vacation" mode for as long as six months -– so they could toss it in a drawer and not use it -- and reduced the monthly fee for that period to just $5 a month (which beats a $200 termination fee).
Then there are "the black-hat workarounds" (as suggested by a former customer service rep for a cell-phone company) that you can employ to get out of that contract without paying that onerous termination fee:
- Die. This one requires a bit of commitment. Death will usually get you out of the contract with no penalty. Of course, a company demands a death certificate or death notice.
- Join the military. Actually, even that's not enough. But sending a copy of your deployment orders should do the trick.
- Move (or say you're moving). Tell the company you're moving to a place that doesn't have cell coverage -- for example, Cambodia. The company will want some kind of documentation of the new address, but they don't have the means to follow up. (You don't have to be as exotic as Cambodia: Study the coverage map and say you're moving there.)
Gym memberships
Problems with gym memberships cause huge amounts of heartburn, too. Here's some advice:
- Cozy up to your contract. "No. 1, you want to read over your contract. You want to know what you signed," says Brooke Correia, a spokeswoman for the Boston-based International Health, Racquet and Sportsclub Association, a nonprofit, international industry trade association. The cancellation process should be laid out there. The contract should also say if there's an "exit fee" for breaking the contract.
- Know your state's laws, Part I. In most states, there's a "cooling-off period" in which you can back out of a gym membership, Correia says. "In most states, it's three days," she says. And in some states, such as California, as the cost of a membership rises, the more time you have to reconsider. So a membership that's more than $2,501 can be canceled within 45 days.
- Know the laws, Part II. Consumer-protection laws often allow you to be removed from your contract if you move too far from an affiliated club (in Washington state it's 25 miles), or the gym moves a certain distance away (10 miles), or you're incapacitated for a prolonged period.
- Cancel in writing. Even if the gym says you can do it in person, put it in writing. And do it with 30 days notice, if possible. Keep a copy of the letter.
- Pay more, lessen the headache. Consider paying a little more for a month-to-month membership. "Most clubs offer them now, and it really gives you a lot of freedom to decide on your own time, 'Well, this isn't the right place for me,'" Correia says.
- Be responsible. Stories abound on the Web of clients having such frustrating gym-cancellation experiences that they simply close their bank accounts or cancel their credit cards to deprive the gym of money. That only invites trouble down the line: debt collectors and a besmirched credit rating. At some point, recognize that you signed a contract. Deal with the problem.
That mysterious recurring charge
Here's a familiar frustration: The charges on the credit card -- sometimes bizarre or undecipherable -- that reappear month after month.
The most annoying charges are charges that consumers don't even recognize, which are worse on the frustration scale generally than having trouble canceling a service that at least a consumer knows he signed up for...
For example, the top two frustrating mystery charges are "BAC TRAVELADV" and "TWX."
The first is actually Travelers Advantage, a travel savings and convenience program affiliated with Bank of America. It is an opt-in program so that people who have been billed for it somehow or other agreed to try it out; these things don't just magically appear. If you've enrolled and didn't mean to, or you don't want the membership to continue, there should be a toll-free number for Travelers Advantage on your credit card statement. Or email the company and explain that you'd like to terminate your membership.
Often what happens with these curious charges is that consumers sign up for free trial memberships -- a service, a magazine -- that then become full-fledged subscriptions if consumers don't explicitly cancel them.
Amazingly, even if you haven't given these companies your financial info, sometimes they can get your credit card number anyway from another company that sells its mailing list. Then in that case, if you don't respond, they could start charging your credit card account. I'm not sure if it's legal in all states, but it's done.
What do you do if you see one of these mysterious charges, or some other charge you don't recognize, on your bill?
- Identify the culprit. First, type the acronym into a search engine and find out what it is.
- Start calling. Next, contact both the company in question and your credit card company. If the charge smells funny, contact your credit card company to dispute your charges. Most credit card companies will give you 60 days to dispute the charges. A company then must provide some proof that you've agreed to this charge, either through a receipt or a contract you've signed.
- Stop the problem. Also, contact the company to find out when you signed up for the service or membership and try to cancel the subscription. Get beyond the first person on the phone, if you can.
Getting Satisfaction
- Use honey, not vinegar. Be nice, be personable. Just talk about the facts. Talk about your relationship to their product -- have you enjoyed using it, have you not enjoyed it, or not using it.
- Get a name and a number. A good habit to get in, when calling to address a grievance, is to get a name and a "case number" or "file number" as soon as possible. Say that you simply want the representative's name so that you can speak to him/her again, if you get disconnected.
- Aim high. If you're not getting the satisfaction you want, politely but firmly ask to speak to a Level II or Tier II supervisor. Sometimes when you ask to speak to a supervisor, they won't let you. If that happens, challenge them on that denial. They'll often back off, she says.
- An ounce of prevention … Finally, remember that the best way out of a snafu is not to get into one. Don't sign up for what you don't understand. Know that there's no free lunch. And read any contract's fine print. People hate the fine print, but that's where all the details are.
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