Refund from online storage provider

jeremy67

Hi everyone, Happy New Year!

I'm trying to get a refund from an online service and I wonder if anyone can give me some advice, please.

To fill you in quickly: I used to subscribe to a service called Humyo for online storage of data. On 5th October 2011 I paid £47.99 from my debit card for subscription up till November 2012.

In November 2011 the service was taken over by Trend Micro SafeSync with a promise that there would be no change to existing customers. SafeSync turned out to have several differences from Humyo and I felt that the product was no longer what I had paid for and no longer met my needs.

So, I asked for a refund and for my account to be closed. In short I have been passed from pillar to post and they're saying they can't find any record of my payment, despite the fact that my account is still open and working and telling me when I log in that my subscription expires in November 2012.

I have told them several times all the details from my bank statement that prove payment. Today I've even sent them a screenshot from my online bank statement (blocking out all personal information, of course!) to prove payment.

If they still say they can't trace my account and refuse to refund me, what other recourse do I have?

I was wondering if there is any legal obligation for an organisation to keep payment records of subscriptions - any ammunition I can throw at them to get my money back!

The amount of money is not the issue here, more the principle of abysmal customer service (repeated sending of automated emails without reading the replies I send to them, for example) and the fact that it's extremely worrying that an organisation people trust to store their online data can't even trace details of their subscribers.

If they don't respond to my bank statement proof, what should I do?


Many thanks,
Jeremy.

esuhl

Assuming you have a watertight case and the service is no longer as described, constituting a breach of contract, you could claim the money back via the courts here: https://www.moneyclaim.gov.uk/

You'll need to send an official "letter before action" (by recorded delivery) as described on the site.