It results in more support requests. For example, often you hear angry customer who is like "can you refund me, I didn't use it this month, you can check your

It results in more support requests. For example, often you hear angry customer who is like "can you refund me, I didn't use it this month, you can check your records" Then request is passed on to some other employee who confirms that they really didn't use their account. After that you issue refund. In most cases, you end up issuing refund either way while in some cases customer forgets but he doesn't forget he got charged. So it counts towards negative experience even if a customer didn't complain about it. If your company is here for long term then every negative experience matters.