Hello,
I just had an unfortunate discussion with Busuu customer support regarding cancellation of my premium subscription. The main subject was their "Pause Subscription" button which I pressed to pause my subscription for a few months. The result was that, after my current year of subscription ended up, my Busuu subscription went back to the Free Trial mode then, after just one month, I was silently billed for another year.
I complained to their customer service regarding the issue, asking them to expain what exactly had happened, and what they had done was changing my account password (!), I don't know why, then cancelling my subscription without even asking my permission. So now, since my subscription is already closed, I can't even play with the "Pause Subscription" button to see if it gives you a fair warning about what exactly it is doing. I think the button is quite confusing, and what it says is it should be pressed to suspend my subscription for up to 6 months or so. Unfortunately, I can't give you all the info since they have already closed my subscription without my permission. So, if I want to look into it any deeper, I will need to pay another $64.25
Ideally I want my $64.25 back. My email is [protected]@hotmail.com, the phone # is +[protected]. The incident happened just yesterday, 10/29/2019
Thanks,
Alexander
Busuu incident is #9388122. This is the last response from their team:
Hi Alex,
Thank you for your email.
With regard to your password, I changed it myself in case you had forgotten it. You can log in with these credentials and check yourself:
[protected]@hotmail.com
busuu2019 (to change your password: How do I reset my password?)
As for the date, you mentioned having canceled the subscription. What must have happened instead is that you paused it, which turns your account free for one month and adds an extra month to your subscription period (ie: for users who may not have the time to use Busuu for a bit but would like to study with it a bit later on. That way, they don't wast a month).
I have now canceled your subscription so that you will not be charged again. However, I'm afraid auto-renewal cases are not eligible for a refund: What is Busuu's refund policy? Our apologies for any inconvenience.
Kind Regards,
Celia
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