Couldn’t cancel digital subscription to Deliciously Ella

refinnej6161

I signed up for free 7 day trial with Deliciously Ella last Saturday afternoon. I tried to cancel last night (Friday night) clicked on cancel subscription on the website and app several times and then tried to delete my account. I didn’t feel confident that it had happened so emailed them. The money was taken from my account at 5am this morning (Saturday) so not quite the full 7 days if I’m being picky. I have researched the company a bit more now and don’t feel confident that they will communicate with me. Sounds like they have poor customer service. What can I do and am I likely to get a refund and stop future payments? First payments was £28. 

danny13579

You need to contact whoever you purchased the subscription from requesting a refund and if necessary escalate to a complaint.

refinnej6161

Yes I have emailed them. I can’t prove I tried to cancel though. Other reviews say they only get automated responses and also couldn’t cancel. Who can help if I don’t hear back from the company? 

danny13579

Give them a few days to respond. They may be out of office on weekends. Is there a number you can phone them on? If you prefer you can write to them requesting a refund. Keep all correspondence received from them. Once you can show you've given them a chance to resolve this themselves and failed, you can then go down the chargeback route.

Edit: I am assuming here you signed up using a debit or credit card.

mta999

How was the money taken was a direct debit?

PRAISETHESUN

If the merchant won't respond to your cancellation request, then your bank MUST listen to you if you request cancellation. If you have signed up to pay via DD, then you can cancel and request a refund via the DD guarantee. If you've provided your debit card details and signed up via CPA, then your bank must stop further payments if you request them to. Make a formal complaint if required.

Check the agreement you've signed up to with the merchant however. Cancelling the payment method doesnt remove any obligation to pay if that's what you've agreed.

grumpy_codger

Most likely it's CPA - 

Continuous payment authority: manage recurring payments - MSE

born_again

PRAISETHESUN said:

If the merchant won't respond to your cancellation request, then your bank MUST listen to you if you request cancellation. If you have signed up to pay via DD, then you can cancel and request a refund via the DD guarantee. If you've provided your debit card details and signed up via CPA, then your bank must stop further payments if you request them to. Make a formal complaint if required.

Check the agreement you've signed up to with the merchant however. Cancelling the payment method doesnt remove any obligation to pay if that's what you've agreed.

Sadly you can't.

So long as the co have advised of payment schedule. You can't claim the money back. If you have cancelled after payment taken.

Although would not think this is a DD.

Here’s the formal bit:

The Guarantee

• The Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits

• If there are any changes to the amount, date or frequency of your Direct Debit the organisation will notify you (normally 10 working days) in advance of your account being debited or as otherwise agreed. If you request the organisation to collect a payment, confirmation of the amount and date will be given to you at the time of the request

• If an error is made in the payment of your Direct Debit, by the organisation or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society

• • If you receive a refund you are not entitled to, you must pay it back when the organisation asks you to

• You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify the organisation.

CPA, then you stand a better chance. Although company could argue that it was not cancelled before payment taken.

PRAISETHESUN

born_again said:

PRAISETHESUN said:

If the merchant won't respond to your cancellation request, then your bank MUST listen to you if you request cancellation. If you have signed up to pay via DD, then you can cancel and request a refund via the DD guarantee. If you've provided your debit card details and signed up via CPA, then your bank must stop further payments if you request them to. Make a formal complaint if required.

Check the agreement you've signed up to with the merchant however. Cancelling the payment method doesnt remove any obligation to pay if that's what you've agreed.

Sadly you can't.

So long as the co have advised of payment schedule. You can't claim the money back. If you have cancelled after payment taken.

Although would not think this is a DD.

Here’s the formal bit:

The Guarantee

• The Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits

• If there are any changes to the amount, date or frequency of your Direct Debit the organisation will notify you (normally 10 working days) in advance of your account being debited or as otherwise agreed. If you request the organisation to collect a payment, confirmation of the amount and date will be given to you at the time of the request

• If an error is made in the payment of your Direct Debit, by the organisation or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society

• • If you receive a refund you are not entitled to, you must pay it back when the organisation asks you to

• You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify the organisation.

CPA, then you stand a better chance. Although company could argue that it was not cancelled before payment taken.

I agree with what you're saying, but if OP has sent the company concerned a message advising them to cancel the payment (with/without response) and a payment is subsequently taken, I would argue the DD guarantee should then apply, and/or the bank should honour the CPA cancellation and the bank should then refund the payment. 

refinnej6161

Thank you for advice. I paid by Visa credit card Nationwide. I did try to cancel the subscription on day 6 but it didn’t work. I also emailed the company that day when I couldn’t cancel it. Hopefully they will respond on Monday. I’ll try to remember to update here.