Investor's Chronicle

IanG2

Not sure where to post this, but here goes.
I took out their Digital Content subscription for a year in 2013, and was under the impression that the direct debit to pay for it was a 'one-off' payment, and that the subscription would stop after the year.
Two days ago I happened to spot this payment being taken again because I was looking at my bank account. Checking back they have taken it from 2013 on, so five payments I wasn't aware of.

I have had nothing from them since to show they have been doing it, and are now hiding behind the DD small print to say it up to me to stop it, and they refused to refund this latest payment even though I complained on the day it was taken.

Much of the stuff on their website is free access anyway, so it is easy to feel that it had stopped, so it is not clear whether I have used any of it anyway.

Given that they have never sent any notification of my subscription being renewed, I believe this is seriously bad practice as customer service. Every other DD recipient tells me they have taken or are about to take a payment.

I certainly want this latest payment to be refunded, and feel there should be some contribution for the years since the first year lapsed.

Any thoughts on how I can take this forward please?

masonic

No doubt they will be able to show you signed up to a recurring subscription to be taken at clearly defined intervals and that they were therefore under no obligation to 'remind' you that you'd be paying again since the payment schedule had not changed from when it was originally agreed by you.

Do you have a copy of your DD agreement? If not, the first step would be to obtain it from the company. Then you can see if they are within their rights to do as they have done.

System

You have not noticed them taking annual direct debits for five years? You must have more money than sense!

Voyager2002

Contact your bank and ask for a refund of the offending payments under the DD guarantee. Your bank will oblige (they have no choice).


At this point Investors' Chronicle will get in touch and tell you that you still owe them the money: you can continue the argument, but be aware that they could take you to court.