[Resolved] Badoo Trading / company refusing refund on unauthorised payment
On November 6th 2017 I was charged £69.99 for 'lifetime subscription' to premium features (so called 'superpowers') on the 'Badoo' dating app on my phone. This was a payment I did not wilfully authorise, and it was processed either due to fraudulent activity or through touching the phone by accident while logged into the app. I knew nothing about it until I checked my bank account. It is a payment I simply cannot afford as I am currently off work and looking after a family member who is nearing the end of her life. I have cancelled all services on my phone and deleted my account, but the company are refusing to refund the payment.
The company insist that they will not honour their 14 day refund policy in this case. This is in spite of the fact that I have cancelled all services after 1 week of this payment going through and deleted the app from my phone.
Despite the company normally offering a 14 day free trial of this service anyway, they will still not refund the payment.
The desirable resolution for me would be a refund of the £69.99 which was taken from my bank account but I never wilfully agreed to pay.
At the very least, if the company absolutely have to charge me, then I would agree to a maximum of £3.50 which is their price for 1 week's use of their services.
In my initial correspondence, I mentioned taking them to small claims court, but in truth this is something that I really would like to avoid at this time of my life.
Here is a copy of correspondence so far (my apologies for the duplicate messages which went through by accident.)
I would be beyond grateful for any help you can provide, as this is causing so much undue stress at a very vulnerable time of my life.
Mr. M. Frank
Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.
Updated by Marc Frank, Nov 13, 2017
Here is the link to all correspondence with the company to date: (I have heard nothing back from the online support since Friday):
Badoo Trading Customer Care's Response, Nov 16, 2017
We're very sorry to hear about your experience on Badoo!
We can totally look into this for you. We'll just need you to send us a private message including the email address linked to your profile and we'll investigate it.
You can contact us on Badoo Help: either on Facebook, , or on Twitter, .
We look forward to hearing from you!
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