MSN.com / MSN Encarta difficult cancellation process
The following is a complaint about MSN.com and the difficult cancellation process. This should be investigated. In June of 2006 I subscribed to MSN Encarta which is found on MSN.com, within couple of days I found out it was not worth the $4.95 per month for the information that was widely available for free on the internet so I decided to cancel the subscription, for days I tried to find the way to cancel it on by logging on to my account and ......good luck, The site is designed so you cannot cancel the account, I waited till I received my credit card bill, sure enough I was being charged after requesting the cancellation. I gave them another month, again, I was charged, so I tried to call the toll free # on my bank statement, I was connected to someone in Manila in The Philippines, bad connection, hard to understand customer service rep. And no luck getting anyone who could give an answer as to why my account is not cancelled. After 35 minutes on the phone and three different reps. I was finally connected to someone in the US whom I could understand, I had to ask her few times and finally get upset with her in order to get her to cancel my account, when I asked about credit back since my first request for cancellation, she replied, uh... those requests don't cancel your subscription, after your request you receive an e-mail and a form to fill out and submit for review before the account is cancelled. I said I never received anything other wise I would have responded and I went on to say that I will fill complaints against MSN wherever possible due to their tricky web site and the runaround you get when you decide to cancel, she admitted that is the case and everyone complains about it. I requested a confirmation sent to my e-mail address which she said is impossible, I insisted and told her I will not hang the phone up until you tell me I will receive a confirmation, She told me she is going to speak to a supervisor, after about 8 minutes she returned and assured me that I will receive the e-mail with 24 hours, That was 3 days ago. I have yet to see the confirmation, as a precaution, I'm canceling my credit card so MSN does not charge me again. I thought I bring this to your attention, perhaps you want to Subscribe to MSN and try to cancel it......... Utility companies always used similar tricks, they offer a low price feature some times a month or two free then they start charging you, most people don't even notice that but if the company has a Million customers a $4.95 subscription a month adds up to 4.95 Million Dollars.........I think MSN is following the path.