2 ms·

Send an email to legal@company.com or ceo@company.com or any known-good generic email they have with a note saying “route this to legal”if the normal gui or CUs

Send an email to legal@company.com or ceo@company.com or any known-good generic email they have with a note saying “route this to legal”if the normal gui or CUstomer Support team doesn’t work. I’ve heard investor relations is always a good address that’s monitored by people that have spare time. You have now officially provided a written notice to company. If it’s a really big charge or something serious, send a certified letter. That means the US government is now testifying to the time and date of them receiving letter. Share that with Visa and see if that changes their opinion on the chargeback. Be polite, not emotional. Don’t threaten a lawyer or use any language you’d see on a TV legal show. If you’re in California feel free to cite their violation of this law [1]. Don’t threaten to sue. Don’t threaten a lawyer. Just mention that you have the right and you can’t use the UI as expected. If it’s bad you can say something like “if this isn’t resolved I may avail myself of other options afforded by $LAW”. Don’t specify what, don’t threaten they’ll regret it. Just let them know you are someone who is serious and non emotional. “Company X, I have tried to cancel this service but I am unable to due to X. After talking with CS they said it was due to $Bug. I talked with $Person at $Date. Let this serve as a formal notice that I will no longer be paying for service and no longer wish to be charged. I will be instructing Visa to reject further charges after $new_future_date. Please Acknowledge Reciept of this notice. Signed Person. Todays Date is X” https://techcrunch.com/2018/07/04/californias-new-online-cancellation-law-benefits-many-disgruntled-subscribers-in-other-places-too/ https://techcrunch.com/2018/07/04/californias-new-online-can...

yencabulator 4y ago
> After talking with CS they said it was due to $Bug. Customer support will be (/is) trained to never say such a thing, then. Also, you are normalizing the idea that customers can be forced to jump through arbitrary hoops; you've just invented one yourself. I'd much rather have this behavior be illegal (see recent FTC ruling).
- vineyardmike 4y ago
  Oh I’d prefer it be illegal too. See point about the California law. This is a good thing. Illegal or not, it happens and my comment was what to do if/when it happens. The parent was someone complaining that they had a “billing bug” that they tried to charge back. I wish everyone was nicer to consumers and not shareholders, but if you want your money back while you petition for new laws. sometimes you have to jump through hoops.

yencabulator 4y ago

> After talking with CS they said it was due to $Bug. Customer support will be (/is) trained to never say such a thing, then. Also, you are normalizing the idea that customers can be forced to jump through arbitrary hoops; you've just invented one yourself. I'd much rather have this behavior be illegal (see recent FTC ruling).

vineyardmike 4y ago
Oh I’d prefer it be illegal too. See point about the California law. This is a good thing. Illegal or not, it happens and my comment was what to do if/when it happens. The parent was someone complaining that they had a “billing bug” that they tried to charge back. I wish everyone was nicer to consumers and not shareholders, but if you want your money back while you petition for new laws. sometimes you have to jump through hoops.