computeractive- probs getting refund after trial period

brightonman123

i took up a recent offer of 3 issues for 3p (yes 3 pence!), though they then took a 'real' payment LONG before it was due.. mandate now cancelled, but they are playing silly boogers about a refund..

i really do not understnad what their emails mean, about not being able to cancel a d/d before 10days AFTER payment?? have a look at abridged exchange of notes, working backwards, with latest just seen from CA... names/account details edited out (I hope!)..

"Thank you for your recent email.

Apologies, payments taken by direct debit cannot be cancelled before 10 working days after the payment is debited.

INSTANT ONLINE CUSTOMER SERVICE
Should you require any further assistance, to check the status of a subscription or amend your details, simply go to https://www.subscription.co.uk/help/vnu and click on the appropriate magazine. You may also contact us quoting email reference xxxxx...

For and on behalf of Computeractive.


Email Customer Services

For your reference the above reply is in reference to your earlier email:

==================

---

Original Message

---

From: xxx
Date: 14 April 2008
Subject: Re: Computeractive - Subscriber Number: xxxxx

what do you need to 'verify' this?? i can fax a copy of my bank statement if needs be. have you lost my payment??


--- On Mon, 14/4/08, Computeractive wrote-
> From: Computeractive <
> Subject: Computeractive - Subscriber Number: xxx

To: xxxx
> Date: Monday, 14 April, 2008,
> Thank you for your recent email.
>
> Unfortunately your order is currently being processed and I
> am unable to refund against it until the payment has been
> verified. On receipt of this information I will process
> the refund and email you again to confirm.
>
> I apologise for any inconvenience this may cause.
>
> INSTANT ONLINE CUSTOMER SERVICE
> Should you require any further assistance, to check the
> status of a subscription or amend your details, simply go
> to https://www.subscription.co.uk/help/vnu and click on the
> appropriate magazine. You may also contact us quoting email reference
xxxxx
>
> For and on behalf of Computeractive.
>

> Email Customer Services
>
> For your reference the above reply is in reference to your
> earlier email:
>
> ==================
>

---

Original Message

---

>
> From: xxxx
> Date: 11 April 2008
> Subject: Re: Computeractive - Subscriber Number:xxx
> Em Ref: xxxxx
>
> I thought I had cancelled this long before the
> 'next' (ie, 2nd) payment was due- six months afte
> the trial period?
>
> Your subscription letter dated xxx shows £0.03 due 6/3
> (taken 4/3), then 'thereafter payments of £12.25 to be
> taken every 6months- i take to mean September? (March plus 6
> months) - however, the £12.25 was taken on 4/4.. in my view
> you have taken this way too early.
>
> I do not wish to have any further issues, so please refund
> this 2nd payment. The bank have confirmed the mandate is
> now cancelled, though just after this was taken..
>
> Thank you.
>
>
> --- On Fri, 4/4/08, Computeractive
> < wrote:
>
> > From: Computeractive
> <> > Subject: Computeractive - Subscriber Number:
> xxxxxx
> > To: xxxx
> > Date: Friday, 4 April, 2008,
> > Thank you for your recent email.
> >
> > I have today cancelled your subscription as requested
> but
> > would advise you to also cancel the direct debit
> > instruction with your bank.
> >
> > The last issue you will receive against your previous
> > payment is: 02/10/2008 after which the subscription
> will
> > automatically be deleted.
> >
> > May I take this opportunity to thank you for your
> interest
> > in the magazine, please do not hesitate to contact me
> in
> > the future if you wish to re-subscribe.
> >
> > INSTANT ONLINE CUSTOMER SERVICE
> > Should you require any further assistance, to check
> the
> > status of a subscription or amend your details, simply
> go
> > to https://www.subscription.co.uk/help/vnu and click on the
> > appropriate magazine. You may also contact us quoting email
> reference
> >xxxxx
> >
> > For and on behalf of Computeractive.
> >
> > Email Customer Services
> >
> > For your reference the above reply is in reference to
> your
> > earlier email:
> >
> > ==================
> >

---

Original Message

---

> >
> > From: xxxxx
> > Date: 02 April 2008
> > Subject: Customer Services Online: COMPUTERACTIVE
> >
> > Magazine: COMPUTERACTIVE
> >
> > Payment Query submitted at Apr 2 2008
> >
> > Subscription Account No: xxxx
> > Address Details:
> > Title : MR
> > Forename : xxxx
> > Surname : xxxxxxx


> > Comments:
> > i took out a TRIAL sub of 3 issues for 3p(!), though
> the
> > account seems to think I have signed up til October? I
> have
> > juste received the 3rd issue (264, for April), though
> do no
> > wish to continue- most info I can get online now,for
> free.
> >
> > Please cancel sub, and refund any other monies taken.
> >
> > regards,
> >
> > xxxxxx
>
> >



> > Email Address: WE HAVE
> NO
> > RECORD OF YOUR EMAIL ADDRESS, PLEASE CLICK ON CHANGE
> MY
> > DETAILS TO UPDATE YOUR RECORD.
> > Telephone No.:
> >
> >
> > Remember
> > login details
> >
> > Update
> > contact details
> >
> > Print
> > my details
> >
> > Expected
> > delivery
> > dates
> >
> > Send an
> > email enquiry
> >
> >
> > Back to
> > main Menu
> >
> >
> > My Subscription
> > Status: CURRENT
> > Recipient: xxxx
> > Details: You have 13 issues remaining from your last
> > payment. This takes you to the 02/10/2008 issue, due
> for
> > publication on or around 02/10/2008. A direct debit of
> > £12.25 will be processed on or around 03/10/2008.
> >
> *********************************************************************************************************
> >

C_Ronaldo

Im sure it is normal that a direct debit cant be cancelled until after 10 days have passed, have you cancelled the direct debit with the bank

Elaine_Wilson

I can't comment about the delayed refund. I don't understand what they are saying. But I wanted to comment about your assertion that they took the "real payment" a long time before it was due.

It is not clear when the payment should have been taken but it could surely at best only been two days early? I find the trouble with this sort of offer is that they rarely explain the terms clearly and there is always confusion about cancellation. (Of course, that is always accidental, I'm sure :rolleyes: )

Their policy seems to be to collect a subscription as soon as the old one has expired. You agreed to the offer and your trial sub was charged on the 4th March. This would presumably have expired on the 1st April or the day after the issue covering the 3rd to 16th April was despatched, whichever was the later.

Your cancellation seemes to have been made on the 2nd April if have I read your e-mails correctly. So, it's a close call and I think you need to read the small print of any documentation very carefully to see where you stand.

I hope you get your refund but I fear it will be through their goodwill rather than any legal entitlement.

brightonman123

thanks- got a reply saying a refund has been arranged, but will take up to 28days ?!

chuckley

the problem is the fact u emailed rather than calling...

what did the letter say about the date it was gonna b taken? and when was it taken?!