After signing up for a 7 day trial, I was surprised to see my account charged for a 3 month service. I emailed them through their customer service page on 10/10/07 requesting an immediate cancellation and a refund. No response was received. Sent another email and received a message on their customer service page that my request to cancel was invalid as a previous request to cancel was already in their system.
On 12/28/07 I sent another email through customer service to cancel and received same response that that my request to cancel was invalid as a previous request to cancel was already in their system. On 1/8/08 my account was charged again for a second 3 month service. Their web site has no phone number on it, but I found the number by using the reverse directory.
I left a message that I must hear from them immediately regarding the problem and wanted a full refund.
I sent 2 more emails on 1/8/08. I noticed that they had an very old email address, so I updated my address on the last email. Each of the emails gave me the response that my request to cancel was invalid as a previous request to cancel was already in their system.
Today, 1/1/08, I received a call from Steve at One Great Family. He says there is no record from me of any request to cancel. This is very interesting, since their computer system keeps telling me I've already requested a cancellation. I have just received the following email from Steve indicating that they will do nothing about the charges and basically don't care. (Not stated, but implied.) I am including my response to him.
BEWARE - your family history may be important to you, but make sure you're dealing with a company that admits their errors and refunds monies when due.
Emails:
FROM: One Great Family
Date Response CS Rep
01/09 11:00: 10 AM We don't have any record of you calling or writing in to cancel your account. However, I've gone ahead and canceled your account for you. You will no longer have access to subscriber features after 04/08.
The terms and conditions state: "To avoid being charged after the trial period, cancellation requests must be finalized within the trial period by following directions that will be emailed to you after we have received your cancellation request." If you have record of emails you sent or received from us confirming your cancellation, please forward them to us at [email protected] so we can get this resolved.
The Terms and conditions further state: "All other subscriptions including, monthly, quarterly, biannual subscriptions or annual renewals, may be canceled by you at any time but no refund will be made for unused subscription periods."
Please let us know if there's anything else we can do to help you.
Thank you,
Steve
TO: One Great Family
Response Comments: Required!
Sorry, this incident hasn't been resolved and won't be until I receive a full refund of $59.90. I find it difficult to believe that you have no record of my attempts to cancel when your own computer system keeps telling me I already have a cancellation in progress.
I have posted your email and my response along with a time line of my attempts to cancel on usacomplaints.com.
I expect to see a credit of $59.90 on my account within 24 hours.
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