SUBMIT A COMPLAINT

Busuu / subscription

Review updated:

I had a premium subscription with Busuu.com which has been running for quite a while, I cancelled my subcription after the last updgrade which was in April 2013 via the subcriptions section of the website, it subsequently had a message saying "You have purchased a Premium subscription until 21.7.2013. As you have already cancelled your subscription, your premium account will be converted into a free basic account after this date." However when 21 July 2013 arrived I received an email declaring that I had successfully upgraded my account and thus my credit card would be debited $38.97. I was obviously rather confused so logged in to see what was happening the message in my subscriptions page had now changed to "You have purchased a Premium subscription until 21.10.2013. As you have already cancelled your subscription, your premium account will be converted into a free basic account after this date." This is despite having not logged on or further modified my subscription in any way after having previously cancelled. This feels very fraudulent, I got in touch with Buusu via the email contact they provide, and upon explaining their error received this reply:

Hello Stephen Graham,

Thanks for your message.

We are sorry that you were unaware of the fact that the subscription is being renewed automatically. We inform about this on the purchase page (www.busuu.com/subscribe) and in our premium terms and conditions, which you accepted (www.busuu.com/premium_terms and http://www.busuu.com/help).

Your subscription can only be cancelled by you. You can do this at any time at www.busuu.com/mysubscription (your Premium area), by clicking on cancel "here" and then following the steps through to the end, where you need to confirm again. If you don´t do so, your membership will be renewed automatically again. If you have paid via PayPal, you will automatically be redirected to their website, where you will have to cancel your subscription with them as well. After having completed the cancellation process, you will receive a email from us!

Please note that we cannot refund already paid memberships.

Sunny greetings
The busuu.com team
I followed up with the following:
Hi

I cancelled via the subscriptions section of the website, I cancelled right
after the renewal in April, the subscriptions part of the site then had a
message that stated You have purchased a Premium subscription until
21.7.2013. As you have already cancelled your subscription, your premium
account will be converted into a free basic account after this date,
however now it reads You have purchased a Premium subscription until
21.10.2013. As you have already cancelled your subscription, your premium
account will be converted into a free basic account after this date. I do
not understand as I have not adjusted my subscription any further, it is
starting to feel like some kind of scam!

I expect a speedy resolution to this.

Thanks

Stephen

Hello Stephen Graham,

Thank you for your message.

Your subscription can only be cancelled by you.

You can do this at any time at www.busuu.com/mysubscription (your Premium area), by clicking on cancel "here" and then following the steps through to the end, where you need to confirm again. If you don´t do so, your membership will be renewed automatically again. If you have paid via PayPal, you will automatically be redirected to their website, where you will have to cancel your subscription with them as well. After having completed the cancellation process, you will receive a email from us!

Of course you will still be able to enjoy all the Premium advantages until the end of the period you signed up for.

We hope you will continue learning with busuu.com!

Sunny greetings,
The busuu.com team
www.busuu.com

So I advise extreme caution when dealing with this company, the reply appears either automated or copy and pasted as it in no way addresses the actual issue raised. I have since went on the site to see if I missed something, there is no further options to do anything other what I had done. I do believe I have been fraudulently dealt with.

regards

Stephen

Ch
Jul 23, 2013
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Comments

  • Bu
      Aug 06, 2013

    Hi Stephen,

    We believe this has been sorted out, but write an email to [protected]@busuu.com and I will personally look into your account and reply as soon as possible.

    Sunny greetings,
    Marta

    0 Votes
  • Fa
      Jan 10, 2014

    Hi Stephan,
    I have just experienced the exact same thing an I am extremely angry as the fraudulent renewal of the membership I cancelled has put me in a very sticky financial experience. Busuu have also not replied to my email of complaint. How did you eventually sort your out? Please please help!

    0 Votes
  • Gr
      Feb 17, 2015

    I have a similar experience in that BUSUU has debited bank account without informing me beforehand. This practise is unfair to the consumer, particularly in the present financial climate. I have cancelled my premium subscription because of this intrusion into my personal finances. I would recommend that BUSUU clean up their act - PHD. I will advise my bank to retrieve the money if not forthcoming.

    0 Votes
  • Cl
      Mar 13, 2016

    I WANTED TO SUBSCRIBE PREMIUM FOR 12 MONTHS AND IT`S IMPOSSIBLE TO DO THAT PLEASE TRY TO COMUNICATE WITH ME MY TELEPHONE NUMBER IS [protected], .

    0 Votes
  • Jo
      Sep 18, 2018
    Busuu - Membership
    Australia

    Purchased a premium membership last year for $64 AU. Haven't used the app in 8 months and just got charged $99.99 renewal. Not only do they store your credit card information and renew membership without notification they will Jack the price up in the process and refuse to refund you.

    0 Votes
  • Im
      Oct 21, 2018
    Busuu - The premium
    United States

    So the premium was advertised as $2.92 a month, I got the idea that I would pay that amount every month. No explanation that you pay the full amount right off from the start. There needs to be a very clear written rule showing that you do not pay it monthly and only all at once. If I had known, I wouldn't have paid for premium. Very unsatisfied.

    0 Votes
  • Pa
      Nov 01, 2018
    Busuu - Refund
    Lexington
    South Carolina
    United States

    Hi no one has responded to me in a timely manner about me getting a refund for a subscription I didn't want I was testing the app out and wasn't notified like I normally would about a trial date ending if someone from customer service could email me at [protected]@gmail.com that would just be swell

    0 Votes
  • Sa
      Sep 06, 2019

    Open a dispute on PayPal or cancel the transfer through your bank, you will have your money back. Don't accept any partial refund.

    0 Votes

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