Onestream and subscription traps 15 October 2022 at 11:15AM in Consumer rights 8 replies 823 views

skylarkuk

Hi

I recently moved to Onestream, I wish I had taken the time to check reviews and also understand what I was signing up to. I have been charged this week for Kaspersky anti-virus, informed I cannot have a refund as I did not opt-out after a two month free trial.  I have tried emailing and those emails have received an auto-reply of this inbox is not monitored (tried various). All those replies state you can contact us by online chat - despite saying available every day this is only available on a Saturday. Their phone lines are only open Mon-Fri and, as a single mum with a demanding job totally incompatible with my working hours and school runs, I don't get a long enough a lunch break to sit on hold. So contacting them has not been impossible but very difficult. I managed to use the online chat today, took around an hour to speak to someone who ended the conversation when I didn't reply immediately as I was quickly reading the copy of the original welcome email before I responded.

My questions are around the legalities, I don't think it was made clear enough that I was opting in to a trial and subscription on top of my broadband. I didn't realise by signing up to broadband I was signing up to a free trial of anti-virus, I thought it was a free trial offer I could take advantage if I wanted to - opt-in rather than opt-out. Also, do I understand the consumer rules that were introduced in April around subscription traps mean that they were legally obliged to remind me that the trial was coming to an end (they didn't)? Also, the first email I received about the kaspersky trial says your 60 day trial has started, click here to activate it - which I never did as I did not want the anti-virus. I just didn't realise that I had no choice about whether I was opted-in, just whether I activated it. I have not received a bill or reminder so I was surprised when the £29.95 left my account. It also appears not to be through direct debit either but by the debit card I used to pay for the upgraded router.

I would really like to get the £30 back as I have not and will not be using the product I have been charged for. It just feels like they have not been clear enough throughout but I am pretty sure I should have been sent a reminder.

Any thoughts on this very welcome.

born_again

You will only get it back a a good will gesture from Onestream.

Make sure you cancel it going forward, or you will be billed again next year.

km1500

Complain formally to Onestream 

https://onestream.co.uk/complaints

Alderbank

born_again said:

Make sure you cancel it going forward, or you will be billed again next year.

Indeed. It was 'only' £29.95 as a first year special offer. Next year it goes up to £59.95!

Is this the bit in the T&Cs which you said was unclear?

We may provide you with a free trial of anti-virus software. The free trial will last for 2 months from the date we accept your order. You can cancel this software at any time from the day your broadband service is up and running/your “go live” date. Please note that if you don’t cancel the software before the end of the free trial period you will be liable to pay a fee as set our in our Price Guide for use of the software after the free trial period. If you have any queries about this software/trial, please telephone our customer service team on 0333 241 4449.

Moneysupermarket says about Onestream:

However, reviews...suggest all is not well with Onestream customer service.
There are number of reports of customers paying over the odds for security software and complaints about failing to change direct debits at the end of contracts. Our advice is to be wary.

It is interesting that you remember the Government talking about dealing with subscription traps 'Also, do I understand the consumer rules that were introduced in April around subscription traps mean that they were legally obliged to remind me that the trial was coming to an end'.

In April the government did indeed say they would tackle subscription traps by:

• requiring businesses to provide clearer information to consumers before they enter into a subscription contract

• introducing a specific requirement on traders to send reminders to consumers before a contract rolls over (or auto-renews) onto a new term, which specifies that their subscription contract will auto-renew unless cancelled

• creating a new specific legal obligation requiring traders to issue a reminder to consumers that a free trial or low-cost introductory offer is coming to an end

• creating a new specific requirement for traders to ensure their customers have a straightforward, cost-effective, and timely mechanism to exit a subscription contract.

Unfortunately, talk about it is all they did. They have actually done nothing at all. Perhaps they were preoccupied with other matters such as No.10 parties, etc.
The person who promised to sort this out but did nothing was a Mr Kwasi Kwarteng. Might be worth writing to him to ask him to get a move on with this since he now has more spare time on his hands.

skylarkuk

Ahh, this is the info I was after, shame it went no further. I can probably wave goodbye to my £30 but have stipulated not to renew next year - nor the assure package, though I don't intend to stay with them more than the 12 months, good customer service and availability is worth paying the extra for.... though going by the reviews I have read I am anticipating a bit of a nightmare there too.

skylarkuk

PS I don't recall reading that in the T&C's but willing to admit that I may have missed it, I was surprised when the £30 went out of my account though as I hadn't had a bill - actually still haven't had any sort of receipt or bill for the kaspersky. 

Flight3287462

To me it is quite clear.  However once I saw that and the care package were being slipped in I would have looked elsewhere, just trying to sneaky  and tripping folk up for easy money.

born_again

If running windows my choice is no anti virus as windows defender works very well. Coupled with Malwarebyte free for the other nasties.
All the paid for ones are now nothing but resource hogs.

Leigh1473

Flight3287462 said:

To me it is quite clear.  However once I saw that and the care package were being slipped in I would have looked elsewhere, just trying to sneaky  and tripping folk up for easy money.

Hi, may I please ask how you are able to cancel this free offer.
i have signed up and now receiving Onestream broadband,  and am still in the free trial period of Mcafee, (although I’m not using it) but have been unable to succeed in cancelling the subscription.
any help/advise would indeed be most grateful