Forces War Records.co.uk

hollydays

FWR wrote: »

I work for FWR so am happy to address anyone's concerns.


FWR does have a repeat subscription payment service, but this is exactly the same as all other genealogy sites.


You can unsubscribe from this service directly on the site or by contacting us and asking us to do it for you.


It is written clearly o the payment page this is a repeat billing service and we send an email out 10 days before the renewal is due to be taken to let customers know and have a chance to switch it off.


Anyone who has been repeat billed that didn't read the info and didn't realise this would happen, please do contact our support team on our site. I couldn't post a direct link.


We ALWAYS refund customers who didn't realise they were going to be repeat billed if the payment has already come out and they realise after.

nb.The only exception to this would be where the account is being continuously used.


If anyone hasn't had a refund from a repeat billing after asking, please email me directly and I will sort this for you personally. You can email me at: [EMAIL="fwr@cdm.uk.com"]fwr@cdm.uk.com[/EMAIL]

Glad your happy to address anyone's concerns, could you address my concerns.

You say " it's written clearly"

I would say actually it's written in the box in BLACK Where you subscribe that the payment is for one month and subsequent months will be charged SEPERATELY.

Some people will read that and be quite happy they won't be charged again.

But then further down the page and outside this subscription box in paler , not so easy to read GREY writing it says it will auto renew.

Here's an idea- why not change and add to the BLACK easy to read writing, that it's auto renew....

Unless of course.. You don't want to make it that easy..

Can you explain why the only place on that page you have used a pale grey typeface is the sentence explaining about auto renew..?

hollydays

On for example https://www.ancestry.co.uk , they make it clear in the free trial you'll be charged the full amount unless you cancel- that's not written in a paler colour either. So all things aren't equal..
And when I just put a name into your search box it told me he was a living veteran, in fact he died 30 years ago, that's rather confusing too. He did survive the war but he's not alive as that gives the impression he is.

hollydays

FWR wrote: »

Hi Hollydays,
I guess it's easy to read things in different perspectives.


I can't comment on the decisions the management make in what or how things appear on the site, but it does say 'per month'.


I am informed however that this wording is being looked into.


In my personal opinion Ancestry's wording isn't clear at all. Their varied information about the renewals is over on the far right of the page instead of with the button you click on to gain membership. I have also seen plenty of people complaining about not realising payment would be taken after 14 days with them.


However, I didn't come here to address other sites issues, I am merely pointing out that what one may see as obvious, others may not. We have thousands of paying customers a month and only a handful of customers don't realise they are going to be renewed, which as I have previously pointed out our support staff are directed to refund.

No you are wrong about https://www.ancestry.co.uk
When I look at the free trial page it's written clearly at the bottom of the page about payment being taken, as I have already said.
You say you are not here to address other sites issues, but it's you that said you operate the same as all other genealogy sites, which is why I pointed out you don't.

What is becoming evident is you like to twist words.

hollydays

"I am informed however that this wording is being looked into."
That's great, look forward to you coming back in a month to tell us the result of that.
Ancestry make it clear about the auto renew in one sentance. Your company's avoids alluding to it directly in the first instance-that's deliberately misleading in my book.
I can't appreciate a company that uses the " no on else has complained " tactic, or similar. Weasel words.

hollydays

You say "Any offer applied is active for the first month only. Subsequent monthly payments will be charged at the normal rate."


There is no mention of auto renew there is there?not in the first instance-
There should be.

Ancestry say


† 14 day free trial: Only one free trial allowed per person. Free trial requires registration with a valid credit or debit card. You will be charged the full amount of your chosen membership price on expiry of the free trial, unless you cancel your membership earlier by visiting the My Account section or by calling 0800 404 9723.

In the first instance-so much more transparent isn't it?

JJ11

I also have been attempting to get my money back. FORCES WAR RECORDS is a class online scam. They attempt to capture people with a month offer and in the small print you will no doubt be caught.

More disturbing is their complete lack of response to my complaints so far. They continue to take the payment and the card issuer is not prepared to stop it.

The information I received about my father was so short of anything which normally be considered as a Record of My Father's service of 25 years. I think they had some reference to a couple of his medals and nothing from his service record which I expected.

DO NOT SIGN UP TO THIS ORGANISATION. If legal it is still imorrally designed to capture people and extract money which bears no relevance to value of information they provide which is limited.

Shelldean

FWR

You need permission from the forum team to post on behalf of a company.
I'd say that's why your post was removed

Shelldean

FWR

http://www.moneysavingexpert.com/site/forum-faqs

Scroll down to the bit about companies being g allowed to post


Edited to add company reps are not allowed the private messaging to be enabled.

Shelldean

The remaining posts will possibly vanish too.

They don't notify anyone if a post is removed, as I guess there's not enough hours in th day. I think it explains that further up the page I linked to.

hollydays

FWR wrote: »

Dear JJ11,
I did post this earlier in the thread, but it was removed for some reason:


I work for FWR so am happy to address anyone's concerns.


FWR does have a repeat subscription payment service, but this is exactly the same as all other genealogy sites.


You can unsubscribe from this service directly on the site or by contacting us and asking us to do it for you.


It is written clearly o the payment page this is a repeat billing service and we send an email out 10 days before the renewal is due to be taken to let customers know and have a chance to switch it off.


Anyone who has been repeat billed that didn't read the info and didn't realise this would happen, please do contact our support team on our site. I couldn't post a direct link.


We ALWAYS refund customers who didn't realise they were going to be repeat billed if the payment has already come out and they realise after.

nb.The only exception to this would be where the account is being continuously used.


If anyone hasn't had a refund from a repeat billing after asking, please email me directly and I will sort this for you personally. You can email me at: [EMAIL="fwr@cdm.uk.com"]fwr@cdm.uk.com[/EMAIL]


Perhaps someone from Admin would be kind enough to email me to let me know why it was removed? I am here to try and help resolve complaints for customers, is that not what MSE wants? Seems odd to have removed my original post?

But we've already been through this - it's not exactly the same as all other sites.