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National Express Group
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1.5 53 Reviews

How responsive is National Express Group's customer service?

7 Resolved
46 Unresolved
Poor 🫤
National Express Group is a rare visitor on ComplaintsBoard, so the pace of resolving complaints leaves much to be desired. We believe they should spend more time and effort on reviews to naturally grow customer loyalty. As for reviewers, we'd advise carefully reading existing reviews to understand what to expect. It's also helpful to go through the few complaints that National Express Group has already resolved to get a clear picture of their customer interaction and potential challenges in resolving your personal issue.
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National Express Group reviews and complaints 53

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Newest National Express Group reviews and complaints

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9:34 am EDT
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National Express Group unauthorized transactions

It has come to our notice that on October 25th, some one has used our card number, without our knowledge or permission, to do six (6) transactions with National Express Birmingham, GB. We have not lost our card, it is still in our possession, so it is really surprising how our company card number was stolen.
As we are a mission helping the needy and the poor, we cannot have these funds misused and abused.
Please take care of this situation as early and quickly as possible in re-embursing the stolen amounts. Waiting to hear from you favorably and
Thanking you sincerely,
Rev Dr.Fredrick .L Macden (President-ICM Inc;)

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Deborah Braudt-Felber
New Castle, US
Nov 14, 2012 11:11 am EST

This company debited my Pay Pal account without my authorization. I do not know who this merchant/company is. I have filed a dispute with Pay Pal.

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kburke39
Milwaukee, US
Apr 17, 2012 9:39 am EDT

this company charged 49.87 to my paypal account.. and i dont know how they got my account information

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IrritatedandDisgusted
, US
Nov 21, 2012 7:24 pm EST

I live in the US and I have these same charges for $74 and $75 on my paypal account. I have NEVER travelled outside of the US. What is this company and how do they have my paypal information? This is FRAUD!

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hackman22
Willamina, US
Jul 16, 2012 9:18 am EDT

Charge on my paypal card too

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MoMoni
Warner Robins, US
Apr 23, 2012 12:15 am EDT
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I have multiple charges on my credit card from this company.

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8:18 am EDT
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National Express Group credit card charges

what is this co and why and how is it getting money off my credit card, what steps can i take to prevent them from taking my money

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angeloso
, AW
May 19, 2012 2:38 am EDT

Discovered some new names with charges on my card over these last days, just before I managed closing/blocking my card with the bank. People be aware of these names appearing on your credit card statement: AMATEC MONTREUIL FR and RAFFAELLO COM DI ALBER TORINO IT.
Seems like my credit card info has been travelling all over Great Britain, France and Italy.

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angeloso
, AW
May 15, 2012 8:28 am EDT

Just discovered 5 charges in this last week. All for different amounts. And I am located in Aruba.
Just had my bank instructed to close the card. It is incredible how one must close the card and go through the inconvenience of acquiring a new one and not being able to have the name of the crook company just blocked from the system. That way VISA could also be protecting all its clients and avoid having to go through the whole process of changing everyone card. I sincerely hope they can track down the ###.
What we all can do is also contact the company in GB and let them know that someone is using their name to commit this fraud. Maybe they can do something from their end, being closer to the crooks. http://www.nationalexpress.com/home.aspx

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7:08 pm EST
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National Express Group money stolen

This company stole money from my debit card. I had never heard of them. They also tried to take an additional 200.00, but there was not enough money on the card. This company seems to do this quite regularly; how does this happen in this day and age? I work too hard for any one to take anything from me. Something better be done soon to stop this!

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5:53 am EDT
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National Express Group - fraud

I logged into my credit card account and i noticed 3 charges from this company. I've never bought any traveling ticket and I've never heard of this company. When i googled the companies name I noticed that they are located in Birmingham. I was devastated because of the amount they had withdrawn. It wasn't $20 or $40, it was almost $500. I don't know how to...

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3:46 am EDT
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National Express Group taken money out of my bank account

Check my bank acct. and seen that national express birmingham had taken money out of my acct. two times. Can you tell me what steps i need to take to make them pay for stealing from me? I can show you my bank statement if you need it. You can call if you what or email: [protected]@yahoo.com

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Update by elias19
Aug 07, 2011 6:55 pm EDT

Hi, i just report it to my account, but they had already had stop the thief, this is something this company do a lot steal.

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angeloso
, AW
May 15, 2012 8:07 am EDT

This happened to me for 5 charges in the last week. So they have not been stopped. I am in Aruba. Another company name you should be aware of is AMATEC MONTREUIL FR which charged me for another US$400.-. Only thing I could do is have my bank block my card and issue me a new one.

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TJeffSh
, US
Jan 11, 2012 6:41 pm EST

I think that your charges are with National Express Birmingham, United Kingdom. This just happened to me on December 22, 2011, so these criminals have not been stopped.

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sgrace
, US
Sep 01, 2011 2:01 pm EDT

My mother this morning discovered this company had debited almost $200 from her bank account. The only option you have available for reimbursement is to contact your bank and report the unauthorized usage. Fill out the dispute form and return it to your bank. They should reimburse you. Also, print this page for reference and return it to your bank along with the forms, just for documentation purposes. It is up to the bank whether they will attempt to contact US or UK authorities. Not sure how the government would go about handling this, but it is clearly a national fraud thing because it has happened in MD and CA, as well as here in MA. I'm sure there are others as well. It would be wise to get a new card and/or account, and also have your bank block overseas purchases. Hope this helps!

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Infante831
540 Williams Rd Apt C, US
Aug 06, 2011 5:54 am EDT

this happened to me too, what action did you take?

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10:18 pm EDT

National Express Group rip off

About july 15 I saw an add on TV advertising a Shed Vac, which was supposed to catch pet hair when you brushed a pet. I ordered on the internet, and about the 1st of Augest I called them and the Custmor service rep said they had no record of my order but that she could take the order on the phone, so I agreeed to reorder on the jphone, On a bout the 7th of Augest I called custmor service again, and she said they had no record of my order, So I explainded and she came back and said your order was shipped on Aug.3rd That i should get it in about 10 days. I was led to beleive that I would receive two "Shed=Vacs= on or about Aug. 14 I received one Shed-Vac in the mail but it clearly stated on the outside Items may be shipped sepatrately On the 19th of Aug, I called custmor service again, and she still couldn't find my order, I finely asked to speak to a supervisor, some one pretending to be a supervisorcanme on I ask her where my 2nd Shed vac was, she said I only ordered one and paid for one so I should only get one. I explained to her the Add on the Internet and, the T.V. add said I would get two. Also the girl I had ordered over the phone said I would get two. I told her (the supervisor?) i expected to get what I paid for, ShE SAID don"t TALK TO ME LIKE THAT! And hung up on me, I recalled 4 or five times and they wouldn.t answer the phone I feel this Complany is a RIP OFF and SHAM SCAM>!

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6:14 pm EST
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National Express Group they just lie

having booked and paid for a coach to heathrow from bearwood birmingham to heathrow, 10/11/10, it drove straight past. the driver looked at me waving furiously at their stop, but didnt stop. i have been complaining since nov.25th having furnished them with all my taxi etc "catch up" problems ETC. they say the taco shows he stopped!
they must be told that somewhere in their chain someone is lying. the CEO must realise they lie to their customers.
graham lumb.

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12:57 pm EDT
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National Express Group scam

I have had a very bad time on June 10th, 2010 due to an engine problem of the National Express bus going from London Heathrow to London Gatwick. I had a flight on June 10th from London to Genoa in British Airways flight number 2688 at 10:10 AM. For that reason I took a National Express bus nº727, license plate nº FH06EBL at 7:55 AM from terminal 5, Heathrow Airport. Since I took this bus at this hour, I was supposed to be in London Gatwick Airport at 8:45 AM, in other words, 1 hour and 35 minutes before my flight time. Since the bus I took had the engine problem, I finally arrived to LGW at 9:50 AM.
Because of the incident I had to buy another ticket to Turin, the nearest place to Genoa, and It cost me £163.70 in British Airways flight number 2578, I had to spend £ 5.00 in food which I was not considering, also a 3 hour train to Genoa cost me £ 15.00 and a taxi to take the train another £ 29.00

I was supposed to arrive to Genoa at 13:00 PM and I finally got there at 23:30 PM, a difference of 10 hours, so this hours must be paid by National Express.
As you can see, I was very affected because of the incident and I expect National Express to answer to my claims, because I had a very well planned schedule from the very beginning. I expect National Express to Pay for all of the extra spending I had to deal with and also a compensation for the incident.

I am an Italian citizen, that is why am sending a scan of my passport, also pictures of the incident that occur that day. The Incident number is 134667 occurred on June 10th 2010 and the team leader that helped me that day was Miss Wendy Mabley in National Express sales place in Gatwick Airport. She told me I was supposed to have an answer for the following points:

1) The last check in time according to British Airways policies was 45 minutes before the flight. With the bus I have taken, I was supposed to be at Gatwick Airport 1 hour and 35 minutes before the flight. So it was not my problem to miss the flight.

2) We were standing on the side of the road for over an hour, with cold and rain. No bus from National Express came to rescue so I was denied to check in and board my plane. I was severely affected emotionally, economically and morally. I was supposed to visit for the last time my Italian family.

3) A transfer company, well known as National Express should know if the engine of a bus has troubles, the bus driver kept saying “I am sorry, I am sorry” to the support National Express Phone Helper.

4) I feel National Express service is not reliable, and is in deed dangerous because an engine trouble in the middle of the high way is not a joke.

For all the reason I have given, I expect National express to:
Pay £212.70 for the extras I had to pay that day plus £18.30 of the return way which the incident took place.
Pay a compensation of £500 for the bad time including 10 hours of extra waiting and transportation far from my final destination.

The total compensation to this problem, that would fulfill my expectations is £731.00 (seven hundred, thirty one pounds)
I would expect to have this deal with National Express very quickly since I have evidence, I am sending to you, of the poor, unreliable and unserious service. I don`t want to initiate charges against National Express because I believe in good will and men can do mistakes.
I expect a prompt answer to my e-mail

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1:45 pm EDT

National Express Group nightmare

This is the letter that i sent to National Express today, just to let you know people out there what kind of people´s working in that company

To whom it may concern: It is not only on my behalf but on the behalf of 8 other passengers I am complaining today. The bus 010 destination Cambridge, departing from London (Victoria) at 21:00 Hours, departed the station 16 minutes late. Apologies were given to me and some other passengers at the Victoria Coach Station, explaining the driver was "in the office on an urgent call" and that in five minutes we will be in our way. 16 minutes later, a driver tried to open the gates to let the passengers go through, and he did not even know how to open it. Later on when everyone was inside the coach, it took for the driver to leave the station about 6 more minutes. Me and some other passengers saw the driver "lost" clicking and pushing several buttons seeming he did not know what he was doing. It came to our notice that the front camera that lets the driver see the back of the bus was going on and off consistently for a while, until it stopped. After leaving the station, it took for the driver to leave London and the outskirts more than 50 minutes. Even turning into a narrow one way street. After realising he made a mistake, he drove the bus backwards and let the coach in the middle of the highway in the wrong direction until he could place the coach in the middle and take again the road he was supposed to take. As well he drove us 2 times around Trafalgar Square trying to get out of the city. Later on, when arriving upon Stratford Coach Station, he made a mistake as well and drove 2 more times around the area stopping in the wrong spot and insulting a customer that was waiting a coach with destination to Stansted. This particular man explained the driver he should not park in the wrong spot and confuse other customers that are waiting for the correct coach. The driver proceeded to close the door and continue the journey. Apparently everything was fine, and everyone was supposed to get back home relatively "on time", until the driver decided to stop near Stansted Airport by the Days Inn Hotel and take a 30 minutes break at 23:20 hours claiming he needed a break because he has been driving for 4 hours and it was against the law for him to keep driving. One of the passengers argued, telling the driver he has not been driving for 4 hours and that it was very late, the driver did not pay attention, proceeded to hop off and leave us all there. I personally called the emergency number, and a very gentle and educated man assisted me when I explained the situation. When the driver decided to stop I became worried since I was traveling with my husband which is ill with Cancer and needed his medication. I called again and explained the situation, the man who assisted in the call asked me where were we?, I hopped off the coach and asked a Truck Driver if he knew the exact address, as he said the place where we were I told the Customer Service Supporter, I was asked later on my mobile phone number and within 15 minutes I received a call in which I was told a driver from Stansted Airport was going to pick us all up and take us to Cambridge. I informed the rest of the passengers and we agreed to wait outside, when the driver after 30 minutes arrived, one passenger told him no one was going to Cambridge with him. The Driver then said it was fine with him, got on the coach, closed the doors and ignored everyone. I called again, and the man who answered the phone said National Express, then the signal was low and all I could hear were mumbles, when finally I could listen well, I said I am Maria Morningstar, this is the third call...I was interrupted by the man and I was told that why was I calling if all I was pronouncing were words like bluh bluh eh ah ah... I felt mocked, and I became ANGRY! I yelled back at the man telling him he should be more respectful because 9 passengers were stranded near Stansted airport at a parking lot without knowing what was going to happen next and also that he as a customer service provider should treat me with more respect because "WE" and "I" as a customer are the ones who pay his F... salary! The man started to insult me, telling me he felt disgusted to talk to a woman like me, and I told him he should reconsider his job as a customer service provider. I paid for a ticket, with no delays nor inconveniences. I was just asking for help because a poorly trained driver was ignoring everyone, which honestly is a bit insulting. Your employee hung up on me and then I got a call back. I did not answer because I seriously did not want to hear anything from such a rude and senseless man. He should have been more careful with his words. My phone was in speaker mode and everyone heard the way he talked to me, telling me he was not going to solve any problem and that he was going to leave us all there because he did not care. My husband then answered the call and another employee with an attitude told him I was rude, my husband answered back telling him he heard what the other guy said and clearly said in front of everyone he wanted to GO HOME! Afterwards, my husband passed my phone to the driver and within 2 minutes the coach that was supposed to pick us up arrived and everyone rushed to the driver when he hopped off. I immediately told my husband to get on the coach so he could take a seat and breath normally. I feel insulted, by the lack of expertise from the driver and specially by his attitude. When he seemed clearly lost, more than one person tried to help him to set the navigation GPS and telling him the correct post code from Cambridge, the man refused and because of that I am writing this letter. Just to let you know, I am publishing this letter in the newspaper and I would like an apology letter wrote by that rude man who spoke to me the way he did and insulted not just me but everyone tonight. You should reconsider having people like that providing customer service. I know that by first hand because I am a Branch Manager and I know that Customer Service Providers ALWAYS should try to make the customer feel supported, even in the most stressful times. As well I would like a full refund of my ticket.

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rodger moore
Marion, US
May 21, 2012 1:35 am EDT
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Dont know who this place but appeared on my credit card NATIONAL EXPRESS BIRMINGHAN GB
for 22.95 would like to know what this place is .

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Ihavetocomplaine
Manchester, GB
Aug 26, 2014 3:46 pm EDT

Hi there, just had a similar experience with national express, but it was I ( a single mother with three children) that was stranded.. And then had our personal belongings and cash stole from our unaccompanied bags.. The whole ordeal has left me outraged to the point I want to Scream from the roof tops not to use National Express.. Will never use the so call company again.

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9:57 am EDT
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National Express Group not doing obligations

National express costumer services

Your reference number, Mohammad Pour, AVJG-01-4YN2 and AVJG-01-23LJ

Dear Sir/Madam

I am writing to complain related National express driver on 04/06/09 at 20.30 pm with bus 403 from London to Bath, who does not want to give me his name on time the incident.
I booked two E tickets on internet with detail below:

1: One way ticket, from London to Swindon on 04/06/2009 for 20.30 pm with ticket number FFBEN835 and

2: A return ticket for my companion, the same curs with ticket number FFBEN710.
I am a disabled person and always travel with national express, I also during last 8 years I have not got any problem with drivers, but unfortunately this time the driver was unhappy, when he saw me with wheelchair and produced a badly behaviour, while he was so angry, did not let me to get in the bus with wheelchair, saying that he has not possibility for me and has advised me to go with next bus and then he has droved through Swindon without us.

I was very upset and tried to call costumer service but at that time they were close, I did not find any solution rather than to go to a hotel for a night which has cost me £75, this was, because the next bus was at 23, 30 and the staff of selling office told me that I have to buy other tickets and I also was not in a healthy situation to wait until midnight in coach station, so far on next day I paid again for two people and got back in Swindon.

I am complaining regarding the driver’s behaviour because it is his service and obligation to help disabled people. Apart from that I am the national express costumer for 8 years and it was expected a little bit help and respect from national express staffs. I am sure it is not national express policy to leave driver to talk unpolit with costumers and insults them.
I am expected the national express to investigate this mater and to refund me £107 which I lost because of national express driver’s.
I also expected from company to advice the drivers to respect costumers and to do their job properly.

Please do not hesitate to contact me if there is any requirement.
my Email address is:

[protected]@yahoo.co.uk

Yours faithfully

Mohammad Pour

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National Express Group poor service and customer disregard

On the 24.10.2008, my wife and I took the 1510 coach service from Cambridge to Heathrow T5 scheduled to arrive at 1805 hours in order to board British airways flight BA0574 to Milan (Malpensa) ETD1930 hours. However, instead of proceeding along the M 25 motorway, the driver took a different route citing traffic congestion and dropped us at the Central Bus Station Heathrow at 1845 hours instead of T5. It took the staff there another 20 minutes to put us on a coach to T5. As a consequence, we missed our flight and had to pay an additional amount of £ 131 each to purchase new tickets on BA 0572 to Milan 25.10.2008. We also incurred a loss of € 110 for our existing hotel booking in Milan and had to pay £ 52.50 for a hotel at Heathrow. As a consequence of the driver’s decision and the failure of the National Express staff at the Bus station we were been put to a loss of £ 14.50 plus € 110. Instead of examining why the driver decided to divert the bus and why he abandoned the passengers at the Central Bus Station at Heathrow instead of dropping them at Terminal 5 and why the staff did not promptly arrange for another bus, the company has chosen to justify its staff's acts of omission and commission on the grounds that such difficulties cannot be foreseen. Given the callous and cavalier attitude of National Express, I would advice others going to the UK to think hard before booking themselves by National Express buses.

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jasbir kaur
braqdford, GB
Feb 03, 2010 4:18 pm EST

I stayed with my pather at the express hoilday in bradford we expected warm room on arrival but it was very cold the heater didt work so i compaint to the manager. he told me the heater took a while to heat up but all nght it was frezzing cold. i dont see my paterner offten and wanted it to be special. But all night it was frezzing cold i even went to bed in my track suit it was soo cold we come on regualer bassbut never again will we stay there the charge us £65 which i think should be halfe pirce . the stay was not worth £65. so please look onto this and contact me.

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morris gabriel
ynbgrfv, GB
Oct 27, 2009 5:27 am EDT

i had a similar problem, made a complaint by email, got an automatic response and then never ever heard back despite 3 or 4 further emails.

i advise everyone never to use national express, as there are other operators out there cheaper and more focused on delivering a quality service.

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2:24 am EDT
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National Express Group pro caulk

My complaint is similar to everyone else's. A computer took the order for pro caulk, didn't give a review of the order but simply said the dollar amount: $68. That's about three times what the advertised amount on the television ad I had just seen. There is no telephone number given at the end of the call. The call is a succession of additional ads trying to get you to buy yet another thing. There was no option to correct the order once I heard the dollar amount. I was given a website, which didn't do any good.either: www.customerstatus.com. I don't WANT the item anymore after their shoddy business practices. I certainly don't want and never did want, three of the item. I called my credit card company within 24 hours of my order, but the charge hasn't shown up yet. So I have to wait. I don't want the responsibility or cost of returning items that I never ordered. Those late night/early morning tv ads seem to be prone to be rip offs. This is the third time I have had a computer try to take my order for something. Each time, a similar problem has happened. It's also been extremely difficult, if not impossible, to FIND a number to call someone who has authority to correct the problem.

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National Express Group robbing my money

I too as a previous complainer to this site purchased a ticket from National Express a very reputable company I was led to believe! Imagine my horror when I was contacted by my debit card company to ask me about a transaction made to London Borough Barking and Dag for £120.00 later that day. I had no clue what they where talking about so had to cancel my card to prevent any further fraudulant use. I since learnt that clicking an option to save money on my next journey with National Express activated some sort of scam to rob me of my money. BEWARE! National Express ###

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Z Han
, US
Jul 29, 2023 9:24 am EDT
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National express reward automatically charged 15 pounds without my consent. So did “my time reward”, each of them charged me a total of 30 pounds.

Seems like many people got this problem from these two companies. I did not agree to subscribe their service at all! Please help me to get refund and make sure I’ve unsubscribe them… :(

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