Ascentive LLC
Unethical Billing / Renewal / Cancellation Procedures

I've been billed for a service that I don't use, and when I asked for a cancellation and refund, it was denied. I am intimidated by this company asserting their (unusually agressive) rights as shown in the terms located in their End-user License Agreement (EULA). All I want is to not be billed for what I don't use.

If I were actually using some software or service provided by Ascentive, THAT would be different.in that case, it's a no-brainer that they should be compensated. BUT, that's NOT the case. The software/service provided no benefit that I could see, so I simply stopped using it.

But that's not good enough for Ascentive. They want to keep billing. And renewing. And billing. And they require an unusually difficult process of cancelling the "membership" or "subscription" as they call it. Apparently, even though I have notified them, that's not enough. They know what I want, but, apparently I have to ask them by following a detailed procedure and provide specific information about the trial that took place over a year ago! I don't have the same credit card as a year ago, and also I don't even use the same computer!

Here's how it started: Ascentive sent me an email reminder that they were getting ready to bill me for an annual renewal for $39.95, however it was flagged as SPAM and sent to a junk folder so I didn't see it. The renewal invoice came through to my inbox.

I immediately requested that the service be cancelled, and asked for the charge to be reversed. I noted that I had not used the software or service since the original trial over a year prior. Ascentive replied telling me that their policy is not to refund after invoicing a customer, but they will make an exception and provide a partial refund of $30.00.

I told them no way — refund it all, and if not I would ask my bank to reverse the credit card charge. Ascentive's reply was that they would turn it over to a collection agency, and that I would then be responsible for the full $39.95, and their EULA gives them the right to bill me for all costs associated with collection of this amount.

What nonsense this is! Ascentive clearly knows I don't use their service, don't want to use their service, and want to be cancelled from all memberships / subscriptions.

Clearly Ascentive's goal is centered around the almighty dollar — over and above what the customer wants. Clearly Ascentive is shooting for the immediate gratification of collecting a one-time $39.95 fee, with no regard for whether or not the service is being used, or even if the customer doesn't want the service — or even if the customer asks them to cancel the service.

What does Ascentive think they are accomplishing by doing this? Do they think customers will appreciate this and refer their service? Do they feel they'll be able to better cross-sell their other products and services by asserting their rights on the customer?

If I actually benefitted or consumed something from Ascentive, I'd feel like I owe them something. But I have not, and feel they should honor my request for a refund.

Company: Ascentive LLC
Country: USA
State: Pennsylvania
City: Philadelphia

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