The following is a letter I wrote and posted to several True.com clients after the awful customer service they provided. This company protects itself by making it very hard to discontinue service. You must call in to cancel membership sometimes waiting 20 minutes or longer to speak to one of their customer service reps. Even though the long wait wasteing is your cell minutes.
Make sure you cancel by phone. Evidently signing up for their service online is no problem, but cancelling is. This is a scam to get your $ after the trial membership ends. I think the letter I posted will speak for itself.
Warning!
I am writing this to inform all TRUE.com customers of the bad business practices performed by this company. AND TO FOREWARN YOU, so these practices don't burn you.
I signed up for TRUE.com on a trail basis for 7 days. After using the site for about a day, I decided the service was not for me. I then proceeded to call the phone # provided to cancel my subscription. I waited for over 20 minutes to connect to a TRUE.com customer service agent to no avail.
Seeing that I could not get through and needed to leave for work, I signed on to the site and went to the contact us page. I wrote an E-mail stating that I wanted to cancel my membership. Okay, that should be easy enough. I signed up on line; I should be able to cancel my subscription on-line as well right? Sorry, that's not the case!
I noticed later that month my bank account was charged $49.99 for the 1-month membership fee. I immediately thought this can't be right; I cancelled my membership almost a month ago. I proceeded to contact TRUE.com to dispute this charge. They then informed me that the only way I can cancel my membership is by contacting them by phone ONLY.
So, let's get this correct. I can sign up for your service online, but I can't cancel my membership online? So, I have to wait 20 minutes (USING MY CELL MINUTES) to try and get someone on the phone so I can cancel? What other online service has this policy? The manager at TRUE.com stated we have this practice so they can prevent boyfriends/girlfriend from canceling each other's accounts.
So the rest of us have to suffer by having to wait 20 plus minutes trying to get someone to cancel our memberships, because other people are too stupid as to give their boyfriend/girlfriend their screen name and password. Isn't your own responsibility to keep your screen name and password private? If they were stupid enough to give away their password, they deserve to have their accounts closed by a jealous ex-partner.
I don't believe this is the only reason they have this policy. I believe they have this policy in place to make it hard for people to cancel their memberships. Who has time to wait for over 20 minutes to get someone on the phone to cancel a membership? And why do MOST other sites have a unsubscribe page easily available for cancellation, and TRUE.com does not? The answer I believe, is they make it to so hard to cancel, that they will receive the $49.99 one month fee the majority of the time. This is how they make their money! So who gets screwed? You guessed it, You do!
I wouldn't have such a problem with their procedure if they BOLDLY STATED their cancellation policy, but they have choose to bury it in small print in the terms and conditions page.
I even tried to have the charge reversed, seeing that I made an honest mistake trying to cancel my subscription. NO CANT DO IT! This is their strict policy. We don't care about the customer, or any honest attempt to cancel. We only want your money!
What other businesses use this practice? Not many, or they wouldn't be in business for long. I might have even rejoined this service at another time if they were reasonable with me. I now will never use this service again, and will warn everyone possible about their poor business procedures.
I am also contacting the Better Business Bureau to file a complaint about the difficulty in canceling memberships; and that the cancellation procedure is not in BOLD PRINT, and easily accessible. I write this letter to forewarn you, before you get burned as I have. Also, I ask you to save this letter and send it to the Better Business Bureau if you too should experience the same problems with TRUE.com.
I would also like to state that the $49.99mo charge is way too much. There are other comparable (better) services that charge way less per month for membership. Also, before signing up for any service in the future, MAKE SURE they offer a easy unsubscribe page on-line. If not, don't use them. It's a Scam to make it difficult to unsubscribe and easier for them to take your money.
I hope this letter will help protect you in the future and make you aware of the poor business practices by TRUE.com. I would appreciate a return email simply stating that you have received my email. I wouldn't be surprised if TRUE.com censored all of my outgoing emails, seeing as I told them I would be sending out these letters to their clients. I wouldn't be surprised by anything they do!
Also, by sending a copy of this letter to them at customer care, they will know that this letter is getting around and maybe they should change their policies. Together we can make this service better, safer and easier for those whom wish to continue with their subscriptions.
Thank you for your time.
PS Don't let them talk you into a free month of service.
0 comments