Online subscription cancellation problem

TheSaintVII

[FONT=&quot]Hi,[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]I'm having a battle with Perform Group over a cancelled subscription to one of their online football highlight sites.[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]I had a rolling annual subscription which I cancelled two days before it finished. They confirmed the cancellation and said no more payments would be taken. However, two days later they took another payment. I then got into an email "conversation" which went like:[/FONT]

• [FONT=&quot]Perform customer services confirmed my cancellation[/FONT]
• [FONT=&quot]They said no more payments would be taken[/FONT]
• [FONT=&quot]They denied they'd taken a payment[/FONT]
• [FONT=&quot]They said the payment was an "authorisation call"[/FONT]
• [FONT=&quot]They asked for the payment reference and a screenshot from my online banking[/FONT]
• [FONT=&quot]Finally they accepted they'd taken the payment and reactivated my account![/FONT]

[FONT=&quot]Throughout this whole process I've asked them to call me 3 or 4 times and I've heard nothing. I've also searched for a customer services number online and found nothing.[/FONT]
[FONT=&quot]Whilst waiting for their latest email I noticed this in the T&Cs:[/FONT]
[FONT=&quot]
[/FONT]
6.1.2.Cancellation must be made no less than 5 working days prior to the end of the month or year (depending on whether you are paying monthly or annually respectively) for which you have paid.
6.1.3.If you cancel prior to this 5 working day period access to the Services will be terminated at the end of the relevant period. If you cancel during this 5 working day period you will be charged for the following month, year or relevant period and access to the Services will terminate on expiry of that following month.
[FONT=&quot]
[/FONT]
[FONT=&quot]Surely if I cancelled before the end of the current year that is enough? Can they really charge for the next year if I cancel it before the start date?[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]Any help with this would be appreciated!![/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]MB[/FONT]

pcombo

Well there terms does say 5 days, Not sure what advice you expect here.

Maybe call the bank and dispute it, Not much they could do if you did.

Raksha

I work for a company with a similar option to renew - those T & C are there for a reason. You didn't keep to them, so they have every right to take the next payment when it becomes due. Your subscription will then not automatically renew next year.

Apples2

The terms CLEARLY state "no less than 5 working days prior " but you only cancelled 2 days prior.

I can't see how you can hope to dismiss the very terms you agreed to be bound by. What would be the point of the terms??

TheSaintVII

Raksha wrote: »

I work for a company with a similar option to renew - those T & C are there for a reason. You didn't keep to them, so they have every right to take the next payment when it becomes due. Your subscription will then not automatically renew next year.

Ok, fair enough.

How about the pay for another year and only recieve one more month of service?

6.1.3.If you cancel prior to this 5 working day period access to the Services will be terminated at the end of the relevant period. If you cancel during this 5 working day period you will be charged for the following month, year or relevant period and access to the Services will terminate on expiry of that following month.

Raksha

I think you've answered your own question. It's in the T & C

arcon5

TheSaintVII wrote: »

Ok, fair enough.

How about the pay for another year and only recieve one more month of service?

6.1.3.If you cancel prior to this 5 working day period access to the Services will be terminated at the end of the relevant period. If you cancel during this 5 working day period you will be charged for the following month, year or relevant period and access to the Services will terminate on expiry of that following month.

Your misunderstanding the terms.

translates to:
If you cancel during the 5 day period, if your on a monthly subscription you will be charged for that month and have access for the month. If you pay the subscription yearly you will pay for the year and have access for the year.

bod1467

It doesn't SAY that though - it says "If you cancel during this 5 working day period you will be charged for the following month, year or relevant period and access to the Services will terminate on expiry of that following month".

To translate as you have done it should have said "If you cancel during this 5 working day period you will be charged for the following month, year or relevant period and access to the Services will terminate on expiry of that following relevant period".