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I paid for an initial 12 month subscription a year ago for which I paid around £40. Since then I have completed the Spanish course and I have not used the app for the last 3 or 4 months.
Recently I wanted to check to see if I was going to be charged again so I looked on the app under 'manage my subscription' and there was a blank page with no information. I then checked my iTunes Store and Google Play Store accounts to see if there were any active subscriptions and there were none.
Three days ago Busuu took £80 out of my account with no warning, double the amount that I paid initially. I emailed them with a screenshot of the 'manage my subscription' page on the app which just shows a blank screen. How was I supposed to cancel my subscription?
I explained to them that I have absolutely no use for the app now since I have already completed all of the lessons in the course and that it was their fault that I was unable to cancel my subscription since there was no information on the 'manage my subscription' page.
The customer service team sent the most standard, uncaring response, which basically amounted to "we have your money now, too bad". I have since sent two more emails and I have not received any further response from Busuu.
I used to work for Match.com and their policy was to refund unwanted automatic subscription renewals as long as the customer had not used the app since the subscription had renewed. I'm seriously shocked to discover that Busuu treats it's customers worse than Match.com, a company renowned for its scammy behaviour (!)... and in the middle of a global crisis as well. Shame on you Busuu.
Desired outcome: Refund my money and respond to my emails!
I had the same problem. I'm shocked too on how the company rudely replied to me at the refund request - they claimed that everything has been done legally but there was no notice for the following charge whatsoever.
Can someone help with solving this? It is a big amount of money that they charged!
Hi Michele...I would suggest emailing them again, and standing your ground. I sent two more emails after my initial one, demanding my request be escalated to management and threatening them with a charge back etc. They ignored try second email bus after the third email they agreed to refund me. Then after 10 days I emailed them again because I still hadn’t received the refund and they finally refunded it. So you have to be very persistent.
I have made several appeals to Busuu to refund my money and they keep refusing. I do intend to keep trying, though.