On Wednesday 25 November 2020 we signed on for a 7-day free trial with the Sundance Now streaming channel.
Immediately after signing on, we tried to open the movie we wanted to watch, but we were unable to do so because every time we clicked on "Watch Now" we were sent back to the beginning of the sequence and the movie never opened.
So, after several unsuccessful attempts to open the movie, and within 30 minutes of signing on to a 7-day "free" trial, we cancelled our subscription (November 25, 2020 at 9:22 pm). Although Sundance Now immediately acknowledged our cancellation in an email (see below), they charged our credit card the following day (November 26 2020 at 8:56 pm) for the full year subscription amount and they have refused to issue a refund. They are quite open about the fact that they do not issue refunds, but they have no explanation for the fact they charged our credit card within a "free" trial period and one day after they had acknowledged that we had cancelled our free trial subscription.
There was no justification for Sundance Now charging our credit card before the expiration of our free trial period, and we want the full amount to be returned to our credit card.
Below is a copy of the email we received on November 25 at 9:22 pm from Roku, acknowledging our cancellation. Contrary to what is stated in this email, we did not cancel a subscription to an "annual membership" but to a 7-day free trial membership, which started about 30 minutes before we cancelled.
[protected] McDonald Park Road
North Saanich, BC V8L 5S7
Re: Roku Acct No. e12ee3ad-b5c6-11ea-90e5-0242ac110004
Dear Bernard Rochet:
We are writing to confirm your subscription to Sundance Now/Annual Membership (CA) has been cancelled.
You can manage your subscriptions from your Roku account or from your device.
Roku Customer Service
For more account help, visit go.roku.com/accounthelp